Originally Posted by onlycat

I do like the hotels selections and quality of the beds. However, during my recent stays in Vancouver and Toronto, I have been having problems and issues with the hotel staff, as well as customer support representatives. I have lost my patient to been royal to SPG anymore.

1. Sheraton Centre Toronto front desk insulted me twice, one during check out to ask me show the proof of payment; second, the hotel didn't provide free breakfast first day while I booked and paid for a club lounge. (I requested to downgrade to a lower floor, but didn't ask to downgrade my benefits!)

2. Called customer support at 11:55 am pst and spoke to one of the representative in regards of qualified nights at Sheraton hotels. I noticed she was unpleasant to help me and answer my questions, so that I asked her why. She hang me up immediately.

I am just shocked right now that since when SPG hired those employees and wonder if SPG ever train their staff?

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Sorry guys, so many replies and I am getting frustrated for being accused of my story. well, my husband's experience at hotel and my experience with call centre. English is not my first language but I do know the culture in English speaking countries. So I don't think there is any miscommunication. Let me restate our stories below:

1. I booked the hotel on spg official website for husband, using his SPG corp preferred card. This is to separate our account since he was using his corp rate. It was high season, so the only room I could book was the king size room on club floor. It is not a prepaid rate, but credit card info was entered when I made the reservation.

2. Upon check in, husband asked for a lower floor because he didn't know the reservation was on club floor. The front desk didn't remind him or tell him about that . Not to mention it comes with breakfast. He was asked to provide a credit card and ID.

3. The hotel room was booked for 2 nights. Husband realized second day he need to have breakfast, so he wonder if the spg preferred card could offer him free breakfast. 100% of time he was travelling with me and let me handle all hotel issue. So he has no idea about anything of his membership. The front desk offered him free breakfast at club lounge, so he was very happy and texted me the pictures. This is the time I realized he downgraded his room without the same benefit as what has been paid for. But both of us were busy and don't think a free breakfast is a big deal to deal with the hotel.

4. This the details for point 1 above separation line. Husband went to check out because he wasn't sure which credit card will be charged on the rooms. He wants to make sure he won't be double charged. I used his credit card on booking and he provided the same on check in. But we didn't communicate over this during his stay. It was never that complicated, room was booked with credit card online and should be billed on the same one. But when he checked out, the front desk told him that he didn't know if the room has been paid or not! front desk told him in the system, he cannot tell whether it has been paid or not, so it will be charged on the credit card that he provided when checked in. Husband called me, 7am in the morning Vancouver time, woke me up, and asked if I paid or not! I told him, it was taking care of when I made the reservation and hotel has sent me a folio at 3am. So he told the front desk who then asked him to show the proof of payment! How could hotel system do not know how the room is booked and how it was paid??????????

5. Last but not least, I called just to confirmed if husband's account has accumulated 4 nights in Sheraton hotels so that he could qualify for the 1 night free promotion. The call center representative just beeing rude and had a bad tone when she spoke to me. I asked her that i could see 4 nights been posted under the account, but cannot find it posted under the tracker. She told me to log out and log in again, but I am not that stupid not doing anything first then waste of my time to call them. I told her I have done it and it hasnt show up. just wonder how long it normally will be posted. She told me whatever there is there..And didn't try to help me find out the answer. I asked her if there is any difference among the membership title and otherwise why she sounds unpleasant and not willing to help. She said no and then hung me up!

This is the full stories with as much details as possible. Longest post i ever replied. Just want to make sure you made your judgement before hear my voice!

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Room Description
King Bed
• Club Floor Non-smoking, Smoke-free
• 28 Sq.m/300 Sq.ft
• Continental Brkfst In Club Lng
• Exclusive Club Lounge Access
• Free Wi-fi Internet
• Newly Renovated