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Sheraton Hotels

Sheraton • Billing disputes • Personal injury • Lost & lost again • Shabby treatment of military personnel • Smelly, noisy room

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:

David of FPO AP, United States September 3, 2009

I stayed at the Sheraton Philidelphia City Center from 21-26 June 2009. I checked out and recieved my reciept on 26 June and proceded to the airport and my return to Japan. I recently noticed my credit card statement, CITI Visa, had another room charge on it, 01 July-02 July 2009. I called the hotel front office and accounting and both said I needed to come back in order correct the error. I told them I am residing/stationed in Japan and am unable to do so. I inquired further as to what they had for that date with my name it it, and they said nothing other then a computer print out, no check in signature, no room assigned, no reciept printed. I informed them their poor accounting procedures are not my fault and I would dispute the bill. So here I am.

Robert of Westminster, MD August 19, 2009

I live 1hr 1/2 outside of Batimore City. While out for the evening I misplaced my car keys.I called a lock service they opened my car no luck. At this point it's 4am in the city.I decided it was best to get a hotel until my roomate could pick me up later. Why did I ever choose Sheraton?! I checked-in left & message for my roomate. My roomate in a worry decides to come immediately. I was in the room literally for 1 & a half. I go to the fromt desk to checkout & see if they would drop the rate..I receieved a look of disgust & a definite NO. That's one for poor customer service, but hey I accepted it.

That's not the worst part... Four days later while reviewing my AMEX statement I see a 462.00 charge from the Sheraton. I immediately call & was told that they charged me 250.00 for smoking in a non-smoking room. Right...that might be understandable if I was a smoker. I will never stay at Sheraton again,I'll sleep on the street if everything else is booked up. Poor service, thieves old & rank. Be warned...

Aaron of Albany, NY July 22, 2009

My wife and I drove up to the hotel and requested valet parking from the attendant. He took my key from my hand and gave me a valet ticket. We walked into the hotel and up to the room. The next afternoon at check-out, I call downstairs for the car and they tell me it will be around in ten minutes. When we arrive downstairs, the car is there but not attendants are around as they normally are. I used my other key to open the hatch and place my luggage in the car anticipating that an attendant will come. None came.

I walk over to the little cubby hole area and knock on the window, but the guy inside points to the hotel entrance and says go through there. I go inside to the valet desk and tell the woman that I am there to pick up my car and it is outside already. She takes my ticket and calls back to the same guy who just pointed me around to bring my key out to me. I take the key, give the guy a tip and walk to my car to go. Before getting in the car I notice a large white spot on the front of my car. Thinking it was bird mess, I go in the back of the car and get a rag to wipe it off. When I start to wipe, it becomes clear that this is not bird mess, it is the remnants of something that hit my car, left a four inch dent and scrape off the paint down to the metal.

After pointing it out to my wife, I went back inside to complain to the valet desk. The woman comes out to look at the damage, but before she looks, she pushes a ticket in a plastic baggie up to my face and says, 'the guy marked the ticket.' I have no idea what that meant and really did not care. I wanted to know what happened to my car. I had to fill out a claim form and was told someone from the insurance company would contact me within five days.

No one from insurance contacted me ever. The manager of the parking, Chris M, clled me to assure me that they would look into the problem. I waiteda full week only to hear a voice mail tell me that the claim was denied two days before the manager assured me that they were still looking into the tapes.

I wrote letters to Sheraton and the Starwoods Preferred Guest program, only to receive an email that they will forward my letter to the manager of the same hotel where the problem started. He sent me an email to say that the head of security reviewed the tapes and the attendants followed the procedures. What the heck does that have to do with the damage to my car?

This Sheraton in Atlantic City is very poorly managed and they assume no responsibility for anything that occurs on their property. Granted, the only reason I valet park there is because several times when I was a guest there, the card they provide to exit the garage would not work and you would have to spend an undefined lemgth of time waiting for someone to come and help you get the gate open so you can leave.

Diana of Tübingen, Germany May 8, 2009

During a New York trip between April 5th- April 10th 2009 I stayed at the Sheraton Hotel 52nd street. I made one long-distance phone call of 2 min. towards Romania and received a bill of 48,34 on the name of my room-mate. After complaining that the phone pricing information leaflets in the rooms advertise for different charges (in my case amounting to ca. 5 for the made phone call) I was given an adjustment of 50% and the e-mail address of the director of operations, Mr. Dwane Martin. However, I received no bill over the payed 24,17.

Long-distance direct calls at the Sheraton cost "a surcharge of 1,80 plus 110% over operator-assisted day rates per minute" according to the information leaflet. AT&T charges 0.33/min. I had complained to Mr. Martin per e-amil and received no answer up today. I guess this is how the Sheraton likes to welcome visitors.

Amanda of Etobicoke, ON March 27, 2009

the whole week my boyfriend and i were repeatedly disappointed.our room was never replenished with clean towels and soaps. i left a mark on one of the towels to see if they were being exchanged for clean ones and sure enough after she left i opened one of the folded towels and found my mark. when i approached management about it they said well what do you want us to do? all the while rolling their eyes at us.

we were disgusted in the food where i ordered chicken at Amici restaurant inside the resort and was given pigeon. when i asked for my money back which was 125.00 for the meal they said they couldnt refund cash. all the week the staff was extremely rude and i mean IGNORANT! i have never been treated this poorly ever in my life! my boyfriend and i were planning on getting married in Nassau,Bahamas but after the treatment we got we decided not to create memories for our wedding in such a horrible place.

Our last day there we were horrified to find the chef at the Dolphin Grill also on the resort had put mud in our burgers and the manager also saw it as she was investigating why we were fuming mad. yet again they did nothing about it,i was sick for 3 days with food poisoning as one of the staff had advised me that they found traces of semonella in the peanut butter, but they were still serving it without any warning for guests! i thought this was going to be the most exciting romantic adventure of our lives where we would start our life together as we were planning on getting married..now i'm out 3800 my wedding was cancelled and i'm heart broken.

i would like to be compensated for my stay at the Sheraton on Cable Beach..i was promised a fantastic stay with anything i need...instead i got treated like @#%^ on the street and fed dirty disgusting foods that were contaminated and the staff refused to help me. i spent the last day in Bahamas crying and disgusted

as a result of what i endured at the Sheraton Hotel on Cable Beach i am afraid to eat out, and i am mentally stressed over what was supposed to be our dream wedding. i had to come back and face everybody who wished me congratulations on my wedding. that trip ruined my sanity my confidence in people and the service industry and my relationship..as now we're afraid to go away and get married fearing the same thing will happen all over again

Chanda of Upper Marlboro, MD October 2, 2008

We are a non-profit organization, which holds put on an annual fundraiser for our chapter. We received a quote from the hotel for this years location. Within a weeks time frame the employee no longer works with them. After someone else reviewed the quote, they shared with our organization that they are not going to honor the quote.

Within that time we faxed over the deposit, they used an excuse as to why they did not process it. I explained to the VP (owner) that we are non-profit. We do not have money in our budget for staff mistake. [They] should have honored QUOTE. That is ethical.

What are we suppose to do in this case, have put out money for advertising this event. We have also let other chapters and organizations know. The insulting part is they wanted to DOUBLE the price for us to keep the date.

Susan of Concord, NH August 28, 2008

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.

Leo of Los Angeles, CA August 9, 2008

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 August 4, 2008

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 July 14, 2008

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.

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