In my book, the response of the manager was quite lacking, and further empasized the carefree (and "don't care about the customer") attitude at this hotel. None of my major concerns were addressed - namely no electricity in the room, bad information and overcharging. I am not impressed. The 3000 points, while a nice gesture, still do not change the fact that the hotel did not meet expectations, nor do they seem to care at all...

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Dear Gringo:

Thank you for your recent stay at our Sheraton Buganvilias Resort &
Convention Center in Puerto Vallarta, Mexico.

We are sorry to learn on the incidents as related via our website for
Starwood. According to our records, your reservation was a last minute
booking, it entered just a couple of hours previous to your arrival,
that was the reason it was not ready on your registration, please accept our
apologies for that situation.

As per your booking, the Towers Services were included on the quoted
rate, which is a Continental Breakfast and One Hour Hors d’oeuvres at the
Towers Lounge. We apologize for the misinformation received on this included
features.

You can be assured all your comments have been shared with the involved
personnel, and corrective actions have been taken to then.

Due to all the incidents you had with your recent stay, we would like
you to accept 3000 Starpoints, that could be posted on your Starwood Preferred Guest Account. We remind you that these Starpoints could be used for future stays and/or gifts at any of the Starwood participating properties.
Please confirm your acceptance to this offer and confirm your membership
number same via, in order to issue the proper credit.

Once again, please accept our apologies and thank you for sharing the
feedback of your stay with us.

Our Best Regards,

Antonio Yam
Customer Services Manager
Sheraton Buganvilias Resort & Convention Center
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I sent back an angry reply and then got the following useless response...

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Dear Gringo:

While we appreciate your constructive criticism, we would like to add
the following comments.

1) Last minute bookings are named the ones made within 24 hours from
the arrival date. That is why your reservation was a last minute one.

Fine... but could have been clearer the first time around. As stated in my initial email to him, not a big deal, just annoying.

2) The electricity problem, was tried to handled by our On Duty
Manager, but yo state your wife was asleep and refuse both, the entrance of our engineering to check and correct the problem, and/or a room change.

This one is BS! Never offered to change rooms or to fix the problem... said they would fix it from outside the room...


3) We have no information about room key, however as a regular
procedure all our clerks are well informed that due check out being at noon, late check out's keys most be re-programmed.

Obviously someone did not know, but again, according to the manager, all my fault...

4) Your SPG number was requested, just to verify the posting of our
compensation offer, nut we do have your records. It was only a
reconfirmation matter.

Right...

Thank you for your good wishes, but unfortunately you did not indicate
if you are willing to take the Starpoints offered. Please reply.

Antonio Yam
Customer Services Manager