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Sheraton has been trying to shake its dowdy image with a facelift and a much-ballyhooed service promise, which goes something like this:
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 it tell us.
OK, it looks good in the ads but the Sheraton guests we hear from weren't satisfied with either the service they received or with Sheraton's response to their complaint.
Here are a few of the more recent complaints:
Susan of Concord NH (08/28/08)
I checked out of the hotel 25 Aug 08 and inadvertently left my phone charger plugged into the wall in room 1119. When I realized this, I called and was told that when the room was unoccupied, they would look and call me back. I waited a day and called back. I was informed that someone had just checked into the room and was sleeping. He would call lost and found when he woke and they would call me. That was 10:30 this morning. It is now 5:30pm and still no call. I was just wondering why they did not check the room in between guests. They obviously don't follow through. I told them exactly where is was plugged in also.
The only consequence from this is that I can not charge my phone, due to my own oversight, and their reluctance to check for it. I am not about to buy another charger, when all they have to do is look in the room.
Maryann of Ontario CA (08/16/08)
We went to our rooms at the Sheraton San Diego Hotel and Marina which is on the water and walked into a freezing room at the end of July. The thermostat was set at 70 degrees, talk about energy abuse. That area is cool naturally and no a/c is even needed. In fact, the entire hotel was so cold, everyone was complaining about it.
The lights in the bathroom had been changed to fluorescent which was so dim we couldn't see to put on makeup or to shave. I called to complain and they claimed they had no stronger bulbs. The faucets weren't working right so they wasted water. the toilet was energy efficient but took several flushes to get anything down them.
That night I tossed and turned on the cheapest, hardest mattress I have slept on in a nice hotel. My friend had the same problem, her hips were hurting as much as mine in the morning. I called the hotel staff and someone very nice went out and bought a foam mattress topper for it because they had none in the hotel (unheard of) and also a magnifying mirror I could put on the desk to put my makeup on with. I can't remember her name but she was very sweet and accommodating. The mattress topper still didn't help that much.
The final issue was the food. The restaurant took so long when no one was there and it still was awful. A medium rare burger came back burned. The room service meal was so greasy we couldn't eat it. The continental breakfast pastries were stale and coffee bad. Sheraton is heading downwards since they became part of Starwood properties. The only good part was the staff, very nice and friendly.
My back hurt for weeks from it.
Leo of Los Angeles CA (08/09/08)
the pictures from there website were completely misleading if not down right dishonest. I was in the section called the lanai tower east side of the property .my room faced the water the stairwell and hallway were so dirty with giant stains on the carpet. look as if there were no efforts to try to remove them . elevator carpet the same only add the noxious burning oil small comming from it...
My room was smelled of dog pee since this was the section that was for pets, maid covered it with a heavy perfume cleaner .Room was also very small due to the fact that the furniture was far to big for the room I had 2ft around the bed to walk that's it. bathroom had lights and heat lamp over the shower with no switch to turn on.
the picture in the website was a completely different. Shows nice hallways and pool area rooms with contemporary furniture with a roomy room new linens and great views of the harbor. I got heavy outdated beaten up furniture . with a view of trees and parking lot. could not open the sliding glass door which lead to small patio, mosquitoes would come it droves inside the room , tv was not working right . watched one movie they billed me for three. open the mini bar to look and they charged three drinks on my bill. parking was 20.00 per night parking spots close to the hotel wew taken so had to use the remote area which had gravel and dirt woke up in the morning car was covered with dust .
the worst part is when i put the air conditioner on mosquito were entering the room , had several bites . called the front desk to complain i cound not get anyone at the front desk for over an hour , or the manager. I paid 229 per night it was on a level of a Hampton inn for about 68.00 no more and i will not go back oh and its next to an ariport.
red welts for the mosquitoes purchased a can of 399 bug spray ansd 2 car washes fo 14.00
Derrick of Westchester CA (08/04/08)
July 3rd i canceled a room reservation. Speaking to Nancy, I was told i will be refunded my money on that day and if i hadn't seen anything in my bank account by the 11th to call her back. On the 11th still nothing so i called Nancy. She was short with me and directed me to call Michelle Shevach as well as my bank to see if the transaction went through. I called the bank first who said that sometimes it can take awhile depending on the third party that handles their transactions. So i gave Sheraton the benefit of the doubt and waited until after my stay at their hotel (July 26-27).
When i arrived i talked to the front desk clerk who said that it shouldn't be taking this long to receive my refund and to call the accounts department on Monday (July 28th). On the 28th of July i called Michelle (Accounts rep)who realized that no one ever refunded my money and just canceled the reservation and would call me back. Never got a call back. Called David(accounts) the next day who stated that my transaction has been reversed and i should see my money 24-48 hr (29-30th) this is 15+ business days from when it should have happened. Nothing. And still no explanation of why my refund was never done.
Emailed a complaint to their complaint department. Told me it would take 5 more business days to investigate the situation (Deborah Haskell, Specialist, E-Communications Department, Starwood Hotels & Resorts Worldwide). 3 days later i get a response from the front desk manager (Amber Waugaman) that my money has already been refunded (no date given on when it was refunded) stating it would take 5 business days to receive my refund contradicting what David said earlier. She never answered my questions of what happened. Now it's Aug 4th and still no refund and still no answer as to why this ahsn't been taken care of.
This has wasted a lot of time from my work since the business isn't open, nor is anyone available to answer my calls after 6pm. Used a lot of time on my cell. Has messed up my plans since i have been short $296.63 for over a month now which has caused a lot of stress considering i have bills to pay and things to do.
Zohra of Carrollton TX (07/14/08)
The manager Adam was teh rudest and meanest person I have ever met in my life. I was ready to call the police and press charges for harassment and abusive language. This man should be fired. He has no customer service skills at all. My sister went to go check out and was mentioning couple of problems that she had and he yelled at her and made her cry on her birthday. He is a very disrespectful man with no manners.
We ahd two rooms one suite and one regular room. The suite was next door to the maintenanace room and there was a lot of noise every morning starting at 6am also the room was not cleaned twice. When my sister started to mention this to the manager it went carzy and started yelling at her.
We will never return to this hotel again where we are offered insulting and rude behaviour.
John of Chino Hills CA (06/18/08)
On Februrary 2, 2008, My $3000 Dell lap top computer was stolen from my room by one of the staff at the Sheraton hotel in Emeryville, California. The reason I am sure it was the staff is because there was no forced entry; someone had to use a key. The manager apologized and said that the Sheraton hotel would compensate me for my loss through their insurance.
Their insurance contacted me about two and half months ago to take information about what happened; that was the last time anyone would talk to me. Now, they never return my calls. A police report was taken and LO/JACK was activated. To date, I am still with out a computer.
This Computer was for my daughter for college; she now has no computer. I can not afford to purchase or replace this lap top.
Jan of Mesa AZ (06/08/08)
This 4 points Sheraton hotel was run down and dirty. The advertising conveys a top on the line hotel and it could be if there was a cleaning and gardening staff and carpeting was replaced and painting done.
Martin of Danbury CT (09/30/06)
This hotel (Lexington, MA) is a dump! Worn carpets, mildew smell, stains on the wallpaper in the halls and in the rooms, outer doors that would not latch. Spider webs on the ceiling. dirt in the corners where obviously the vaccum would not get. Wires obviously run under the carpet (looked like CAT5 cable). The sheets were clean and that's the only reason I stayed. If my family was with me, Days Inn would have been better. This is the first Starwood hotel I have stayed in and I thought Starwood was better than this. What a horrible impression.
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