Dear azepine00,We appreciate you for sharing with us your recent stay experience. We are disappointed to hear that your experience was somewhat less than perfect, please accept our sincere apologies. We have addressed your experience to our Guest Sevice Manager and the Club Lounge Manager immediately. Rest assured we are taking actions to improve and avoid a repitition. Our hotel is currently offering SPG Platinum cardholders complimentary access to the Sheraton Club® lounge. This benefit is inclusive of daily breakfast at the lounge and complimentary use of lounge facilities for the cardholder and a second guest sharing the room. In order to upkeep the integrity of the program, we were unable to extent those benefits to the children. Secondly when a room rate not inclusive of breakfast is booked the platinum card holder can only have breakfast in the club lounge, if the rate is inclusive of breakfast there is the choice of Saigon Café or the lounge. We hope that you will give us another opportunity and continue to stay with us in the near future. With this in mind, please contact me directly when making your next booking, so that I, in turn, can personally arrange the reservation and add some additional enhancements to somewhat make up for this less than perfect experience.
With warm regards,
Scott Hodgetts
General Manager