another suggestion
 

I for one think the details matter i.e. regular client, serving your community.
The key is who to contact? I would start with the duty manager, followed by GM.
Who to contact? Start with the thread for the property.
IMO, your opening position is complimentary night. Points is your backup.

If you DM the Marriott Bonvoy Lurker here on FlyerTalk they can provide you the email address for the hotel. They may also be able to connect you up with the appropriate manager or at least communicate with them on your behalf. Good Luck!

--Jon

P.S. I would have been grossed out too. Not judging, but for me I would have gone to speak with the Front Desk and the Manager on Duty as soon as I figured out what happened.

It happens from time to time that there is a mix up of rooms, and a guest is assigned a room that has not been cleaned yet. It is very unfortunate, but we are all humans and we make mistakes.

I have had it happen to me, and usually just pop down to the front desk and let them know, and I get another room. No biggie. Maybe they comp me a drink, or they comp me a few points, but I'd probably just take whatever is offered, even if nothing, and not push it further.

In this case, each person not knowing that the other did not go is extra unfortunate. And I guess it could have happened to us all in a similar way. Not sure what I would if it happened to me, but I think I would still just sign it off to human error, but a bit compounded human error, and would probably ask the hotel for a drink.

I agree with this wholeheartedly. IMO in many cases, including yours, a sincere apology and something on the order of a comped dinner is all the recovery that would have been required with the apology. As you said, [Honest] mistakes happen, and not every mistake requires compensation. Given the lack of apology, however, I think that points equivalent to ½ of the points required for one night would be appropriate.

Thanks. I felt those details mattered, as well. I'm part of a group that has been in partnership with them for two decades. There's a legitimate reason we didn't recognize their error on the front end. I believe that any guest in our situation should've been offered an apology and at the very least a partial refund. I was just amazed that with such a straight face, I was told that the compensation they could give for our trouble was heartfelt gratitude. Our hotel liaison did a great job checking in with us, taking care of overflowing trash cans, etc., and I realize she was just the messenger.

Thanks very much for pointing me to that contact. I will reach out to them. And despite my chattiness in this thread, I did leave out the detail that I also went to the front desk. My timeline:
8:30ish a.m.: Reported for duty with my organization and our hotel liaison happened to be there at the same time to ask if we needed anything. I alerted her to what happened and she said she would let her manager know and get back to me with their response.
12:40 p.m.: (No response from our hotel liaison yet). My husband and I went to the front desk, where we needed to pay for our parking so my husband could leave the parking garage for a bit, and explained our situation to that worker. She said she would tell the manager and ask if anything could be done. I was in charge of something at 12:45 and there was a line of guests, so I told her I would go take care of business and return later to see what the manager said.
1:30ish p.m.: I stopped in at our help desk area to drop something off and ended up having to man it for a bit. Our hotel liaison stopped by to ask how things were going. I asked her if she had any information from the manager related to our room. She said no, but that she'd go check with them immediately. She returned about 20 minutes later and said, "It sounds like your husband may have already talked to the front desk about this issue. What the manager says we can offer you is our heartfelt gratitude for sharing your feedback... blah blah..."
And at that point, our activity level really ramped up and I couldn't leave my tasks to take it on up the chain. Plus, I really wanted to visit with our organization's POC for the hotel to see if he felt he should be the one to visit with them or if he cared if I pursued a remedy on my own. He was extremely busy. I told him about it but knew it could not be a high priority issue for him at that time.

Thanks again for pointing me to that contact!

Pre-covid, our organization covered our rooms. We often sold enough hotel rooms that our org had free rooms coming to us (since this isn't my job, I don't know specifics, but we have had use of some meeting spaces and sleeping rooms because of the volume of rooms booked for our event). Post-covid, we are still building our numbers back up and at this time, board members are paying for our own rooms, which are booked through our organization.

Honestly, the facility is fantastic and offers things we wouldn't have anywhere else. Our constituents always give it very high marks. I just didn't appreciate what felt like personal gaslighting.

To me, I'd be rather insulted by them just offering 'heartfelt gratitude for sharing your feedback'. Sorry, that is something I'd expect to come from a scripted auto-response email to submitting feedback on some crap you bought online.

I can almost picture a clueless gen z person saying that with a smile, putting their hands together in a praying gesture, and giving a slight nod.

"Thank you so much for your kindness, but I'd like something more tangible considering that we paid full price for a room that had not been cleaned. I'd like to speak with your manager right now."

Had time permitted me to do this, I would have.

As you can probably imagine, as soon as I realized the hair in the shower and on the towels wasn't just my husband's, etc., I scrapped my own plan to shower and just packed up and headed on out for the day because... yuck.

I can't stress enough how much we like the hotel. It's always been fantastic. But for them to have acted like it was no big deal that we spent the night in a soiled room and to think that we should've felt 'made whole' by their gratitude was really disappointing.

What Sheraton Hotel are we talking about here ?

I haven't shared this in the interest of anonymity on behalf of our organization and myself. Both would be easily identifiable if I shared the hotel location.

Edited to add: Looks like the rate for a similar weekend next year would be a little under 35K Bonvoy points; for a Friday/Saturday stay this month, 37K. 5K points wouldn't get me very far.

You are not that important. The hotel didn't intentionally not clean your room. You didn't have sense enough to confirm the room was to your liking prior to bedding down for the night. Any miscommunication was between you and your roommate, not the hotel.

Safe to say the hotel wouldn't be unhappy if your organization and yourself went elsewhere.

Well aren't you a pleasant one?

Name and shame the property... Any good hotelier would have at least refunded a portion of the stay or some equivalent compensation, either points, F&B credit, or both.

I just stayed at a Springhill where the soap dispenser fell off the wall in the middle of the night waking me up with quite a scare. A full bottle of bodywash makes a heck of a noise hitting the tub at 4am. The hotel couldn't do enough for us to make it right, including trying to throw points at us, but I politely declined. It disrupted my sleep by a whole 15 minutes as I looked around for the source of the noise and I (fortunately) fell back asleep easily and had a great sleep otherwise.

Re coffee, I travel with this: and a heater. Life's too short for bad coffee.

Re: the pour over coffee equipment. Nice!

Thumbs up to the Springhill for bending over backwards even if the disruption to you was minimal.

I emailed our recent hotel this morning after obtaining the email address from the account I was directed to PM. So far no response.

I had a significant internet harassment situation happen years ago, and don't care to repeat that. All I'm looking for is for them to acknowledge that they didn't provide what we paid them for, and to offer something that will make it right. To say it felt like gaslighting for them to want me to believe that their gratitude was a very generous gesture is an understatement. I shouldn't have been made to feel like I was expecting too much for being grossed out at the thought of spending the night in dirty sheets, etc.