Complain about a product or service

Sheraton Vistana Orlando

Allyson of Jacksonville FL (6/14/03):
My fiance and I are both active duty military and we were both getting ready to ship out for six months, so this was the last opportunity for us to be together before going overseas.

We decided to go to the Sheraton Vistana. Check-in time was 4 p.m. I arrived there about 3:45 p.m. so obviously I was too early. Well, to make a long story short I didn't get my room key until well after 6:00 p.m. I was furious. At $200 a night, I expect to be in my room from the time of check-in until check-out.

I am not an unreasonable person but when I see other people arriving after me and receiving their room key before me, it leaves a bad taste in my mouth. I am not one to pull the race card because I am biracial and I have been taught better than that, but this is what it looked like to me. But I didn't get ugly with the front desk and even though the clerk was very rude to me, I tried to be as civil as possible.

I swear, I would have though I was staying at the Super 8 or Red Roof Inn. This was a very special night for me and my fiance -- we had jusst gotten engaged the previous day. We missed our dinner reservation and our night was ruined.

With both of us being deployed to separate overseas military locations for an indefinite period of time, this was to have been a precious memory. Now it has been ruined.

Every time I tried calling to register my complaint, I was given the runaround and I was never so much as contacted by the property or even given an apology. The company and all of the clerks wre unbelieveably rude and they left a very bad taste in my mouth.

Here's Sheraton's much-ballyhooed "Service Promise"

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.

We'd say it sounds like Allyson told them ... and we've repeated it. So far no response. Doesn't the "promise" apply to military personnel?

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