Flews

Here's a shout out to Toronto Sheraton Airport prized lounge attendant 'Orlando', who rivals his counterpart in Tel Aviv, for being the most gracious, welcoming, accommodating host on the face of the earth.

etsmyers

Researching properties for an upcoming trip, see this.....



244 sq ft / 23 m˛
Sweet Sleeper Bed
Continental breakfast served Monday - Friday in Club Lounge

Evening hors d'oeuvres served Sunday - Thursday
No pets allowed in room

https://www.starwoodhotels.com/shera...propertyID=741

sbtinme

I know that some Sheratons have exemptions to this rule *AS LONG AS* an alternative is available. One such example is the Sheraton Gunter in San Antonio. Lounge has the same hours/days as the one above, but issues breakfast certs for weekend and maybe $10 vouchers for the bar in the evenings. That works for me.

Plus, the lounge itself isn't closed on weekends, so there's still access to waters sodas, etc.

I'm not sure if this is the plan at the Arlington property, just suggesting that it might be.

WanderLuster

The Sheraton Novi (Detroit, MI area) remains committed to not providing evening service in the Club on weekends.

The front desk staff were very nice, but seemed flummoxed by my questions. They did, in the end, provide a coupon for two drinks and an appetizer in the bar. The coupon is more generous than the offerings in the lounge are likely to be, so I made out well...but they certainly weren't going to offer the coupon until I pushed.

AJLondon

Sigh! I know Starwood Lurker reported them (after my several similar experiences last year.) Sad to see that they still haven't changed.

By the way, do they still put out flasks of coffee in the morning and leave it during the day, and consider it equivalent to the coffee machine brand standard?

WanderLuster

I didn't notice what they had last night, but this morning they had large carafes of coffee. Didn't see anything that appeared to be a coffee machine.

They are currently remodeling the lounge, so it's temporarily on floor 5. Maybe a coffee maker will be part of the new club on 7 when it opens. But I wouldn't hold my breath - I don't think they have any interest in complying with brand standards re: the lounge.

Does Starwood or Sheraton have QA people who visit hotels (unannounced) to examine for brand compliance? Because that's pretty much my dream job.

Starwood Lurker

You may want to apply for employment here then:

http://www.lraworldwide.com/client_work.html

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

MightyTravels

I realize that might be the right thread. Staying at the Sheraton Palo Alto right now. Lounge is closed for the holidays (incl. week days). Manager says besides bf coupons (only 2 people!) no compensation is provided/needed since hotel is 'cheap enough'.

That sounds wrong - can you guys confirm what is the right policy.

AJLondon

They should provide alternatives. Open a customer service case file.

Vuelos

Sheraton Dusseldorf has no lounge so breakfast is provided... nothing for evenings, any thoughts if that's ok?

LarryU

I know this is a very old thread but I wasn't really sure where to post this question. I just checked into a Sheraton where I'm a frequent guest and was told that they are closing the club lounge while they are renovating the floor where it resides. Ultimately, they plan to open a new lounge somewhere else in the hotel, to be determined. In lieu of the lounge, they are planning to offer guests breakfast and a single appetizer voucher. Putting aside the fact that my rate already includes breakfast, I personally don't think this solution provides most of the amenities that I enjoy, specifically 7-day, 24-hour availability of beverages and snacks, a quiet place to meet with other guests and a variety of appetizers for several hours each evening. I happen to like this property and its staff but their proffered solution is not really adequate, IMHO. In my experience, other properties, both domestic US and international, have usually provided a temporary lounge area as in interim measure. I was curious about the opinion of the lurkers or anyone else who would like to chime in.

Starwood Lurker

It sounds to me like they are trying to manage the best they can while the club lounge is out of commission. I am sorry if it does not meet your expectations, but it is not necessary for them to offer a temporary lounge area, although some do.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

RogerD408

Situations like this are exceptions and some leeway is appropriate. However, if the alternative solution is not adequate for your needs, contact the property and see if they can do better. If they can't/won't then take your business elsewhere until the renovation is complete. If they don't get some feedback, they may feel they can cut back the service. Walking away without letting them know why has no effect.

LarryU

I met with the F&B manager earlier today and had a friendly and cordial conversation. Although I don't really feel the alternative arrangements are adequate, they have always treated me well in the past so I guess I'll give it another month to see if they come up with something else. Otherwise, you're correct -- this property is often fairly expensive and there are usually much more reasonably priced alternatives nearby if there is no lounge available to act as a "tie beaker."

pinniped

The breakfast + appetizer is what I've usually received if a lounge is being renovated...true for Starwood as well as other brands (HH, MR, etc.). I think that's pretty typical and, within the scope of your typical American hotel with a basic lounge, fine by me.

If we were talking about a European or Asian hotel known for having a top-notch lounge with open bar and more substantial food offerings, then I'd feel quite a bit differently.