No Hot Water - Sheraton Promise
#1
Original Poster
Join Date: Aug 2002
Location: Mid-Michigan
Programs: HHonors, SPG, UAL - 1P
Posts: 442
No Hot Water - Sheraton Promise
How many starpoints is a lack of morning HOT water worth? The lack of hot water means, absolutely NO hot water. Their water boiler was inoperable.
#2
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by lintemut
How many starpoints is a lack of morning HOT water worth? The lack of hot water means, absolutely NO hot water. Their water boiler was inoperable.
But, the property has a grid that tells them how many Starpoints they are supposed to offer for a given event so there shouldn't be any question from their end.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
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#3
Join Date: Sep 2003
Location: Orange County, CA
Programs: UA 2MM Lifetime Plat, Marriott Lifetime Titanium
Posts: 1,681
Originally Posted by lintemut
How many starpoints is a lack of morning HOT water worth? The lack of hot water means, absolutely NO hot water. Their water boiler was inoperable.
#4
Suspended
Join Date: Feb 2005
Posts: 65
StarwoodLurker:
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
#5
Join Date: May 2004
Location: LAX, BUR
Posts: 545
Originally Posted by lintemut
How many starpoints is a lack of morning HOT water worth? The lack of hot water means, absolutely NO hot water. Their water boiler was inoperable.
I was awarded 6500 Starpoints and I invoked the 'promise' for them. They were very nice and gracious about it.
#6
Join Date: Mar 2003
Posts: 415
Originally Posted by FalseChecker
StarwoodLurker:
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
#7
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
I recently stayed at The Sheraton Centre in Toronto and received 2500 points for a dead plant in my room that had to be removed.
It was not easy though... When I called to complain the clerk told me that I had checked in at noon; normal check-in time was three pm. He started to tell me that the hotel had until 3 pm. to get my room ready.
I did not buy that for a second! If you give me my room key then my room should be 100% ready for occupancy unless warned prior which was not the case...
I welcomed the 2500 points with a big smile
It was not easy though... When I called to complain the clerk told me that I had checked in at noon; normal check-in time was three pm. He started to tell me that the hotel had until 3 pm. to get my room ready.
I did not buy that for a second! If you give me my room key then my room should be 100% ready for occupancy unless warned prior which was not the case...
I welcomed the 2500 points with a big smile
#8
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by FalseChecker
StarwoodLurker:
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
Why would this be a service promise issue only if it was within the hotel's control? The Sheration Service promise states nothing about hotel control, only about the guest's satisfaction.
"If you're not satisfied, we're not satisfied. Sheraton's Service Promise ensures you'll have a great stay, or we'll make it up to you with an instant discount, points for our rewards program - or even money back. All you have to do is tell us."
How this is program is applied is discretionary dependent upon the situation and whether the hotel feels they need to be generous. If you feel otherwise about a specific hotel's response to a situation, you can always call Hotel Customer Service and take it up with them.
#9
Join Date: Jul 2003
Location: louisville,ky usa
Programs: Delta Platinum, HH Diamond, , AA Gold, Bonvoy Titaniu
Posts: 619
Um, no. There is nothing in the Sheraton Service Promise that in any way suggests or implies "only if we decide it is our fault you don't have hot water (or whatever)" will we compensate you. And, although I have never invoked the promise--if I did invoke it, only to be told some blather about it not being the hotel's fault that I didn't have hot water, I would be absolutely irate. If you make a blanket statement like the SSP, you really need to stand behind it.
#10
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by DeirdreTours
Um, no. There is nothing in the Sheraton Service Promise that in any way suggests or implies "only if we decide it is our fault you don't have hot water (or whatever)" will we compensate you. And, although I have never invoked the promise--if I did invoke it, only to be told some blather about it not being the hotel's fault that I didn't have hot water, I would be absolutely irate. If you make a blanket statement like the SSP, you really need to stand behind it.
In the years since its inception, I have yet to read a single thread that says someone was refused satisfaction based upon the tenets of the Sheraton Service Promise - the details of which are not made public. My best guess is the reason is that the hotels are implementing it according to guest expecations. If they weren't, then someone would have surely posted here otherwise. Some folks have found it necessary to follow up with Hotel Customer Service to get the points promised, but even that is pretty rare.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
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#11
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,949
Holy *&^, people, get real. A water main breaks ourside the hotel and you have no water, you want compensation from the hotel? Your date dumps you and you are sad all night in your hotel room - you want compensation from the hotel? The market was down today - I lost some money while I stayed in the hotel - more points for me....
You really accepted points for a dead plant? I felt guilty last time I accepted Marriott's $100 PLT amenity guarantee - even knowing it was going straight to Make-A-Wish.
/rant off
Yes, I was compensated when a Sheraton told me I could not have a late checkout, but they could *sell* me a late checkout. This was a specific decision, in complete control of the property, and in violation of the terms spg publishes.
In this instance, if the water was cold due to maintenance failure of the hotel - yes, they failed to deliver something expected in exchange for paying for your room. Things outside their control are.... outside their control. And with the one exception mentioned above, I have found every property to be very reasonable in dealing with situations that they should own.
You really accepted points for a dead plant? I felt guilty last time I accepted Marriott's $100 PLT amenity guarantee - even knowing it was going straight to Make-A-Wish.
/rant off
Yes, I was compensated when a Sheraton told me I could not have a late checkout, but they could *sell* me a late checkout. This was a specific decision, in complete control of the property, and in violation of the terms spg publishes.
In this instance, if the water was cold due to maintenance failure of the hotel - yes, they failed to deliver something expected in exchange for paying for your room. Things outside their control are.... outside their control. And with the one exception mentioned above, I have found every property to be very reasonable in dealing with situations that they should own.
#12
Join Date: Jun 2003
Posts: 540
I'd worry more along the lines of the next time I get there at noon and want to check-in they tell me "sorry, you'll have to wait until 3pm because we have to check for dead plants in the rooms"
#13
Suspended
Join Date: Feb 2005
Posts: 65
"Well, for about the umpteenth time, one does not invoke the Sheraton Service Promise. The hotel does that once you tell them there's a problem and it falls within the program's parameters."
One does not invoke it? That is semantics. The promise is that....a PROMISE OF SATISFACTION. It has nothing to do with parameters or what the hotel thinks falls under the umbrella of the promise. It is CLEARLY worded, and I have found many times the hotel will not live up to the PROMISE.
One does not invoke it? That is semantics. The promise is that....a PROMISE OF SATISFACTION. It has nothing to do with parameters or what the hotel thinks falls under the umbrella of the promise. It is CLEARLY worded, and I have found many times the hotel will not live up to the PROMISE.
#14
Suspended
Join Date: Feb 2005
Posts: 65
And what the heck does "based upon the tenets of the Sheraton Service Promise - the details of which are not made public," mean? The details are clear. Satidfaction of the guest. PERIOD.
#15
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
This will be my last post to this subject for obvious reasons.
There are situations known as "One time uncontrollable events" which include:
Fire Alarms
Cable outage
Power outage
Water outage
Telephone outage
Compensation for these one time uncontrollable events is a letter of apology under the door with a recommendation of a complimentary continental breakfast (at the discretion of the GM).
If you have a problem with that, then feel free to contact the Sheraton corporate office:
Sheraton Hotels & Resorts
1111 Westchester Avenue
White Plains, NY 10604
Tel: 914-640-8100
or by email using the form linked at the bottom of this page:
http://www.starwoodhotels.com/sherat...t/index.html#3
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Cast your vote! Visit www.freddieawards.com and choose your favorite frequent travel programs today.
There are situations known as "One time uncontrollable events" which include:
Fire Alarms
Cable outage
Power outage
Water outage
Telephone outage
Compensation for these one time uncontrollable events is a letter of apology under the door with a recommendation of a complimentary continental breakfast (at the discretion of the GM).
If you have a problem with that, then feel free to contact the Sheraton corporate office:
Sheraton Hotels & Resorts
1111 Westchester Avenue
White Plains, NY 10604
Tel: 914-640-8100
or by email using the form linked at the bottom of this page:
http://www.starwoodhotels.com/sherat...t/index.html#3
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Cast your vote! Visit www.freddieawards.com and choose your favorite frequent travel programs today.