I recently stayed at the Sheraton Gateway Toronto Airport (July 1 - July 3) - I thought I would take a moment to contact you regarding my stay.

I checked in to this hotel after a flight from Sydney, Australia via Hong Kong, I had been on board a plane for almost 33 hours - I had elected to stay at the Airport Sheraton for the first two nights of my stay, as I expected it would be quieter than the downtown location, and would be better suited to the hours that i expected I would be keeping following this initial long leg of my journey.

I reserved a room online at starwood.com, taking advantage of the 20% off offer that was being run for that period (my reservation details are as follows)

RESERVATION CONFIRMATION: XXXXXXXX

1 KING CLUB FLOOR NON-SMOKING, SWEET SLEEPER BED, CONTINENTAL BRKFST, FREE LOCAL/CC ACCESS/800 CALLS, HIGHSPEED INTERNET FOR A FEE, AMENITIES ARE INCORPORATED IN OUR COMFORTABLE AND UNCLUTTERED 400SQFT ROOMS DESIGNED FOR THE NEEDS OF BUSINESS TRAVELERS

On checking in I was assigned a room on a low floor - not really thinking about it until I got to the room, I then realised that the room I had been assigned was not a club floor room, but rather a room on a standard floor - I then attempted to call the Sheraton Promise line from the phone in the room - no one answered.

While I understand that the hotel was undergoing renovation - it would seem a fairly basic proposition that you should not sell a room that is not avaliable.

I went down to reception to ask to be moved to the room I had reserved, but was told that there were no King Rooms avaliable, but that they would give me access to the club lounge - not particularly happy but in need of sleep, I returned to my room. The next morning I was awoken by the sound of a large group of children in the corridor, walking out of my room and heading towards the elevator bank i discovered that the area between my room and the elevators was filled with a group of children (probably between 30 and 50), together with adult group leaders - they (together with their luggage) were congregated in this area, seemingly awaiting transport - while I think this is perfectly fine had it been in the hotel lobby, using the area on floors where people were trying to sleep seemed a bit much.

That night, still unable to sleep properly (in part i think because of being awoken the previous morning), I went for a walk around the terminal area of the airport ajacent to the hotel - imagine my surprise to find people sleeping on couches and on the floor on the lower level (the meetings and functions area) of the hotel.

When I checked out I raised the issues above again, and was essentially told that these were not valid concerns - the Sheraton Promise was never mentioned by any of the staff i discussed these matters with. I also noted that in the hallway outside my room, the same room service tray had been sitting outside a room for the entirity of my stay.

Later, when checking my SPG balance, I discovered that I had been awarded only 382 starpoints, for a stay where $415.56 (Canadian Dollars) had been spent in the hotel - so not only did I endure a stay in a hotel that failed to put me in the room I reserved and paid for, where I was woken up be yelling children camped out in the hallways, and then discovered that the downstairs part of the hotel seemed to double as a doss house for travellers without rooms - I was not even given the appropriate number of points for the stay.

I have previously contacted the hotel re the incorrect points awarded to my SPG account, but their promise to resolve this issue has not been followed through with.