nologic

I was told that the Sheraton Service Promise was gone...not part of the program anymore. I had a recent issue and the hotel told me there was no more service promise/guarantee.

Bulldog King

Yeah...

The official program ended last December.

From what I understood of the program, it was more of a marketing tool for the Sheraton brand than anything else.....

I would think that the majority of SPG hotels will still try their best to "make things right" if something happens during a stay....so, the cancellation of the official program probably didn't have much of an effect at all.....especially if some people are only learning about its end......9+ months after the fact.

A.J.

gfowler-ord-1k

Even though there is no official promise anymore, a lot of Starwood hotels, (not just Sheratons) will often give you some points if there was a problem.

danwhy

I agree, I don't think service has changed and Sheraton will typically always do their best to make things right if you bring up any problems during a stay. the official service promise has been gone for quite some time.

service promise no more

gfowler-ord-1k

I guess it can be still given out. I just looked at my account and noticedI don't know what it was for.

Americanada

The 500 Service Promise points are likely your Platinum Amenity points.

Some hotels now post it this way.

np

Too bad about the Service Guarantee. It was nice to have an official policy to guarantee things will be set right. We had an issue at the Sheraton on the Big Island. With the service guarantee, they comped us 2,500 points which was nice. Hope they continue to try and take care of the customer.

PCTraveler

StarwoodLurker - any idea why they stopped this? Maybe they were giving out too many points?

DTNF130L

Maybe this property is now closed, but I once stayed at a Sheraton across the street from the flagship Sheraton Hotel and Towers. The addresses were almost identical, the rates were identical and although I asked for the Towers somehow I ended up across the street. So I thought I was booked at the "flagship", but it turned out I was in a converted Howard Johnsons that Sheraton had recently taken over. The property was miserable. The bathroom was falling apart, the place smelled, there was no lobby, my in-room fax refused to work, and I got major attitude when I asked then fought for permission to use the gym across the street since this location had no gym but oddly had a pool. All of this happened while I was a Platinum and while the service guarantee was "in effect". Not once did the staff offer to make things right on any of the problems nor did they seem to care. Since I was traveling with my boss at the time I didn't want to make a scene or seem like a rabble raiser so I let everything go. To add insult to injury there was a special mileage promotion going on at the time for a staying at the towers. When I inquired about the missing miles a few months later I was told my stay didn't qualify. At no time either in the hotel or on the phone did anyone offer to make things right or deliver on the Service Promise instead and make up for the problems with "I'm sorry" miles.
Sorry...I'm rambling....the point I was trying to make was that the Service Promise was probably dropped because the Sheraton chain is simply not equipped to deliver a service committment of this caliber. Ergo, it was costing them a lot of money! It certainly cost them a customer. This stay marked the end of my love affair with SPG and was the beginning of the end.

KathyWdrf

Did you follow up AFTER the stay with Starwood (by phone), or
Seems absolutely silly that based on one bad experience, you decided that it was "the beginning of the end."

I mean, come on. All hotel chains goof up sometimes, even the luxury ones. If one bad experience (which you apparently did not follow up on afterwards?) sours you on a chain, sooner or later there won't be any chains worthy of your business. Then where will you stay?

jessej

i spent 1 nite last weekend at the sn jose sheraton

the desk lamp didnt work and one of the floor lamps did not have a light bulb

at check out i mentioned it to the desk clek and she gave me 5oo pts, based on the sheraton service promise

fly co to see the yanks

he commented on this in the earlier thread. i don't remember what he actually said...but i know he weighed in.

sbtinme

My recollection is that he said this was essentially a marketing and brand enhancing program for the Sheraton brand with a beginning and an end. However, some properties would continue in the spirit of the Sheraton Promise program at their own discretion.

Starwood Lurker

Thank you. However, all Sheraton properties should continue to be service-oriented without the Service Promise being in effect. If you find one that isn't, then Corporate Customer Service is your friend.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

[email protected]

tfong007

Regardless of the promise Starwood always has a very high standard. It doesn't just apply to Sheraton but all their chains. If you have a problem or incident to report just write to the folks in the SPG.com links. They will always take care of things and do their best to right any wrongs. Its a very impressive service and keeps me coming back to Starwood.