Sheraton Hotels

We arrived at the airport, and we had a reservation at another hotel. We decided not to take that hotel and wanted to stay at the Sheraton Kampala. We were approached by a staff member of your hotel (Patrick), and we asked him if we could stay there. He said yes and gave as a rate of $160. We agreed and asked him again if there was space, and he confirmed that. He called a taxi for us and told the driver to drive us to Sheraton at our own cost. We reached the hotel, and proceeding to the check-in counter, we were told that we did not have a booking. We told them we were confirmed a room. (We were offered a room at $430, if we wanted it.) We were told he forgot to inform the hotel.

By now, 2 hours had gone by. It took an hour before we were approached by a hotel manager. (We don't know his name, but we think he was a European chap.) He told us that he did not believe that we were given that rate and a booking was done. He said he knows Patrick for a long time, and he could not have given us a low rate. (Yes, he just called me a liar.) He however said he could give us a room at the same rate of $160. (He thought I might not be lying after all.) But he did not have a free room, and we had to wait till 3pm to get a room. (Please note that all this time he was talking to me, my wife was sitting at the lobby. This will come into play soon.)

I've been there on business. We had a meeting at 4pm, left the hotel, and got back at 7.30pm. We have not been in a hotel room till this time, and we're all tired. We went to the checking counter and asked for the room, and the lady there told us she has a booking at $160 but that's for a single (Bazinga!). Having no other choice, we took a double for $240. This is not what I expect from Sheraton. I will have regular business in Uganda, Kampala and find another hotel to stay in. You have lost a very regular client. (The business meeting was very good, and we are investing in Kampala.) Sorry for any mistakes in this note, but I am very dyslexic.

I asked for a conference room proposal and quote for 20 rooms, for 1 night at government rate. I was quoted $99.00 per night, per room via phone and two separate emails and we accepted. While waiting for Sheraton's contract, we informed our employees to go forward and book reservations with Sheraton and secure their airline reservations as well. When we received the Sheraton contract, the room rate was $181.00 per room, per night!

We referred to the two emails, as well as the verbal quote with the rate of $99.00 per night, per room. We were informed that they were typos! We cancelled! The time and expense we have incurred due to their typo has arrived to the conclusion, never again! When a price is quoted both verbally and in writing, it should be honored! They have lost a corporate customer, as well as a number of our employees when they travel on personal business permanently, since we cannot trust what was quoted will be honored.

Arriving at Sheraton Suites, Philadelphia Airport at around 9 p.m. on April 25, 2012, we checked in, finding the sofa bed has dirty sheet. The queen bed does not fit into the frame, dirty bed sheet. Nicely, the receptionist gave us another room. Same thing, bathroom has moldy tiles, bathtub is chipped. Discounts for those unpleasant situations had to wait until the next morning when the manager arrives. We got the room through hotels.com, thus the manager said they could not give us discounts. Instead, they gave us voucher for meals. On our table, there were dirty silverware and red lipstick on the cup. I am surprised to find such unpleasant stuff for our stay. Paying over $200 for the stay should be top class, but it was not so. Disappointed in our stay!

My husband and I chose the Sheraton to stay at for our 10-year anniversary. Our room was unsanitary! There were stains all over the carpet, mold in the shower, and pubic hairs on the bathroom floor! The atmosphere in the room put a damper on the night! I really feel that the rooms could use some extra attention; also, the fire alarm was halfway hanging off the wall. Not the stay I was wishing for!

We booked the weekend for St. Pats in Savannah for Friday to Sunday. It turned out to be pay-in-advance non-refundable room charged to my credit card. Unable to use the room any day due to illness, Sheraton then charged us another $130.00 for a "no-show" fee, stating it's in the agreement when you book the room. It is not in the agreement for a pre-paid, non-refundable weekend. We are requesting a refund.

The Sheraton on the Falls seemed like a good idea to share some family time with the kids for the Easter holiday. However, after being in the hotel room for about 10 min, there was an accident. It didn't seem too serious at the time but later did develop into something which caught us all off guard. My significant other had to quickly use the bathroom facilities of the hotel room when all of a sudden, he slipped and fell. The fall he had experienced left him with a big goose egg from falling backwards making the back of his head slam against the door, a bruised right arm and his middle toe on the left foot which quickly began turning black from being slammed into the bottom of the toilet.

He immediately called front desk explaining what had happened and the front desk clerk only ask if he wanted someone to come to the room to correct the slippery floor in the bathroom. He said, "No thank you. Just for future reference, please do not use waxes or any other cleaning product that make tile floors slippery." The kids and I were a bit concerned but my boyfriend said he would be ok, so we proceeded to get unpacked and began preparations to head to the water park. Upon arrival at the water park, my boyfriend noticed his toe was starting to turn black with concerns that it might be more serious than he thought. So he took a picture with his cell phone (just in case).

Overall to make a long story short, due to his injuries, he really couldn't enjoy himself. The kids and I were constantly worried about him. Therefore, it was safe to say at this point, our little family vacation was ruined (Medical attention was requested but was refused by the hotel, not even an ice pack was offered for the injuries sustained).

* The water park didn't seem like it was maintained over a long period of time. There was rust on many steel structures mainly in the children's section of the water park. Over all, it was dirty in all areas.

There actually is too much to mention about our disappointing experience. All these factors were brought to the attention of the hotel's front desk and the only compensation we had received was, a free breakfast, free parking and 2 extra hours added onto our checkout time. Not acceptable! I'm requesting full refund paid for the cost of the hotel package with Sheraton On The Falls/Water Park - one night stay of $382.93.

I booked two rooms at the Iowa City Sheraton on January 22, 2012 for a trip in late April. I was given two reservation/confirmation numbers for a rate of $69 per room/per night. Two months later, on March 28, 2012, a front desk supervisor from the hotel emailed me to inform me that the rate agreed upon in January was incorrect and that the new rate, if I still wanted the rooms, was $199 per night. A mistake had been made on their part and they refused to honor the original reservation.

Just as I have in the past with multiple other hotel chains, I made a reservation through Priceline and then contacted the hotel and asked for two beds instead of one due to physical disabilities. I was told by the hotel staff that yes, they have rooms with two double beds, however, they could not/would not entertain my request as I had made the reservation through a third party. I explained the situation to the associate and they again told me their policy and they would not accommodate my request. I asked to speak to a supervisor and they reiterated their stance. Okay, shame on me. I know Priceline doesn't guarantee any bed request. But when a hotel clerk tells me that "yes" they have the available beds but they would not accommodate the request, all I can say is that I will be sure to post this everywhere I can on the internet.

I just left Sheraton in Atakoy, Istanbul with disgusting taste of Sheraton. I paid my reservation via Travelocity on March 26 and I arrived. The hotel and staff welcomed by staying they have reservation from Travelocity and I checked in my room. He said that he needs my credit just for security purposes. I came for check out in next day morning and he said that I need to pay him since it shows in their reservation as self-check, which is contradictory to check-in information. Then he asked me for proof of payment to Travelocity. I have to go the internet to get a copy of my payment to Travelocity, but he asked me to email him, which never worked. Then I called a different staff to type an email himself and then they got a copy of the email. This time he came up with a different excuse to charge me by saying somebody came to my room for few minutes.

So they somehow try to charge me double. First, they have lied about Travelocity and then somebody came to the room for few minutes. I always stayed at the Swiss Hotel or Renaissance Hotel in Istanbul without incident for the last ten years and I just wanted to try Sheraton. I left the first time without signing a credit card copy in my life, which shows the sincerity of dishonesty and unprofessionalism of Sheraton's staff at Sheraton Istanbul Atakoy. I will also contact my credit card company and Travelocity about this dishonesty at Sheraton, which is also not compatible with Sheraton's name. I'm certainly very disappointed.

My family and I arrived at the Columbia, MD Sheraton for the weekend (February 25, 2012) because of a death in the family. The front desk was alerted of our concerns almost immediately entering the room. We were placed in the lodge section (total of 3 rooms) because of my mom's need for a refrigerator (she is a diabetic, on insulin).

The hotel has no elevators to get you through to the third floor, nor is there any wheelchairs. I have severe asthma, and kept going into attacks trying to run my room; not to mention my mom and her arthritis. The rooms could definitely use a face lift especially in the bathrooms. The paint is chipping off, my mom's exhaust fan did not work and to make matters worse - there was stink bugs in the 2 of the 3 rooms (my sister was there for just one night & did not see any, while my mom & my family was there for 2 nights).

We found this out because our daughter was crawling on the floor and almost put one in her mouth. Later on, there was two in the bathroom & one in the area of the TV stand. We did not find this out until we came back from the family dinner on Saturday night. We called the front desk, and they sent someone up to get rid of the stink bugs. They did provide us with two coupons to the breakfast the next day, but we were afraid to eat the food.

I would have never expected there to be bugs in a Sheraton along with no elevator to the 3rd floor. If this was a no-name motel, I would be able to understand more, but this is totally unacceptable. We were trying to lay our baby down for the night, and the alarm in the next room started to go off; made it impossible to try and get her to lay down. This was at 9 pm. The front desk was notified and it took someone 50 minutes to come up and turn off the alarm clock.

They state that this is a non-smoking hotel, but yet we kept smelling smoke. This was also reported, but nothing was done. Cigarette smoking is a huge factor is my asthma flare ups so we always stay in 100% smoke free hotels; non-smoking rooms are not acceptable anymore because that still is not a guarantee. When we were checking out, it was incredibly strong that I had to go back in my room give myself a breathing treatment, go down the steps; where I got extremely short of breath and dizzy.

When we were checking out of the hotel, once again all of complaints were addressed with the front desk, (Ashley) who was very nice about it and apologized. She stated there was nothing that she could do but that she would have management contact us. It has been 9 days since we left and no one has contacted us. This is totally unacceptable behavior - the bugs and the smoking. I want to speak with someone in management who can rectify my problem,

I booked a room at the Charlotte, NC Sheraton on March 3. We got to the motel about 3:15 pm and tried to check in but there were no rooms clean. We waited at least 30 minutes for them to figure out what they were going to do. My daughter's boyfriend got another room for them and their room was charged to my card. It took several phone calls to the Sheraton to get the charge released from my card. I had already prepaid for my room when I made the reservation. I thought the Sheraton chain was better than this. I want to be compensated for the inconveniences that we experienced. This room was not cheap. Also, I could not put my phone number in the complaint. My phone number is **.

I stayed at the Sheraton Downtown Atlanta Hotel on Wednesday, February 1, 2012 and checked out the next day. I was charged $134.76 on February 7, 2012 to my debit card which is what my receipt was for when I checked out. I woke up this morning (February 9, 2012) to see that Sheraton charged my card again another $104.02. I called the accounting department to figure this matter out and she told me she would look into it and call me back before the end of the work day. I never heard a word from her.

So, this morning I called the accounting department again and she told me to send all the information to her and she would contact me through email. I sent the email a few hours ago and still have not heard a word about a confirmation receiving my info or anything! I am absolutely frustrated as I can possibly be with Sheraton. After the second night, fee was charged to my account. I was on my the way to the bank to deposit a check and found out my account had been charged overdraft fees. The clerk suggested I hold the check until that matter was resolved.

My bank account is sitting right now at -$455 with $210 in overdraft fees because of this charge. Sheraton will pay me back for this mess they have caused. I will most likely never stay at a Sheraton again and that is too bad because I really like their hotels and I travel all over the nation up to two weeks per month. That is a lot of money to lose from one person per year. So Sheraton, unless you clear my bank account, I will make sure that everyone I know knows not to even consider your hotel.

I check into your Sheraton Bay Tower Hotel in San Diego on Friday, January 13th. I took your shuttle from the airport over to the hotel, which was fine. Upon arrival at the hotel, I went to check in with Jon. He asked my name, confirmed my reservation, then asked for my credit card and ID, which I provided. He swiped my credit card, then tells me my card has been declined, and asked for another credit card. I said that can't be, because I had just used the same credit card at the airport. I said, try it again, and he said, "I did, but it's showing that it is declined". Then I asked where their ATM was, because I would pay in cash for the room. I went to the ATM where I saw that I had an available credit of over $2,000. So, I took out money anyway.

When I returned, Jon logged in a second time. This time, he said, "there is a problem with my computer, let me restart it". He asked me if I would like to try it again. First, I said no, but later on said yes. This time he swiped my credit card, and it went through. Needless to say, this entire situation was embarrassing for me, when all Jon needed to do was restart his computer. All of this could have been averted, had Jon restarted his computer. I was able to check in and get a room, however I would hope that you will share my story with your staff, so that other people are not embarrassed by your staff. Also, I look forward to hearing from you on compensating me for this embarrassing situation.

I booked a room three days ahead of stay and was told I could cancel the room if I changed my mind. I called before the cut off time and was told that I would not be charged on my credit card $171.35. The day of the reservation was 10/15/2011 until 10/16/2011. Well, on 10/18/2011, my credit card was fraudulently charged by Sheraton Hotels for $171.35. They acknowledged that it was charged by them. This was not authorized by me and I have received no correspondence from this matter since then. This is an act of fraud and would like this matter to be investigated.

We stayed at the Sheraton Hotel at the Airport in Frankfurt, Germany from December 22 to 23. Never will we stay there again! The first thing I did after entering our room was to wash my hands. The water did not drain. I must assume that the bathroom had not been cleaned because the maid should have noticed that the sink was stopped up. Also, the ice bucket had water in it. We had a little time to check out the restaurants.

We went downstairs by elevator. On returning to the lift to go back up, the doors closed on me. It left bruises on my left shoulder and right knee. Before going to the room we checked at the desk about the next day. We were assured that someone would be at our door at 8 am to take us to the terminal for American Airlines. No one showed up. We had to call three times until someone finally showed up at 8:30 only to take us to the wrong terminal.

A friend and I checked into the Four Points by Sheraton in Niagara Falls, Canada on Sunday night, November 27, 2011, for some R&R. We left shortly after taking our things up to the room for dinner. After dinner, we went right back to the room and never left again until we checked out the next day. After we returned home, we realized both of us were missing our panties (one of us was missing bra's) from our luggage. Someone came into our room while we were at dinner, went through our luggage and stole our panties and bra's. We filed a complaint with the hotel and the corporate offices. Neither have offered to do anything to make up for this violation and theft.

I stayed 3 nights. The room was not cleaned. I had to call for towels, coffee, and soaps. Overall, the room was filthy. There was a lot of noise all night. The stay was in Davenport, Iowa. I will never stay at your hotels again, and I will tell friends and family not to stay at your hotels.

I will never again stay at the Sheraton 500 Canal Street, New Orleans, LA. After check-in, I requested 8 additional clothes hangers. After 2 hours, I called housekeeping again for ETA because we had to leave for a business dinner. The response was snotty, to say the least, but the hangers did not arrive before we had to leave. Upon return, there was a pile of 25+ hangers thrown on the bed. Not too friendly! The room was dirty and the requests for fresh ice bucket liners daily was never acknowledged or fulfilled. The toilet paper was not checked and we resorted to using Kleenex tissue. But the worst, the credit card that we intended to use for the hotel charges was in my name and unfortunately, I forgot my picture ID (it was subsequently sent via UPS overnight).

The hotel refused to accept my credit card without the picture identification, so my husband provided his credit card for the first night since we knew we'd have the appropriate identification the following day. We returned home to find that the hotel had charged my husband's card in the amount of $650 and then charged my card in the amount of $1,110 on a bill of $853. They tied up $1,760 in authorizations on a bill of $853! Suffice it to say, that after an unsatisfactory 4 1/2 days at a rate of $185/night, we're completely off Sheraton Hotels. A side note: We've stayed away from Sheraton for the last 10 years for business travel because of previous dissatisfaction, but decided to give it another try. What a mistake!

times for a problem unknown.

and no place free, as we were told, and we were forced to pay the charge.

pack and remove all items and clothes to move to the next room.

10. We were asked how they could help. When I mentioned a deduction from the bill, she indicated she did enough.

I am requesting now a full refund.

I was staying at the Sheraton Brooklyn for a wedding. I arrived around 6PM on Friday, 8/26 and inquired (due to the hurricane) that if I had to stay, my wedding block rate of $139 would be extended and to check back for cancellations. On Saturday afternoon at about 12:45PM, I asked the Front Desk Supervisor, David **, if there were cancellations and explained that I was told my rate would be extended. I was told that was now incorrect, that the rate was $269. I expressed my displeasure and said I might need to sleep in the lobby then. My friend, stranded from the UK, also asked and was then told $399.

After researching online, I booked a hotel nearby on the chance I was stranded for $189. Since I was so upset, I continued to look online for articles about price gouging. That's how I found a prior entry about the Attorney General and protection for consumers during natural disasters. I returned to the front desk to ask about the correct rate and was now quoted a new 'group rate' of $369 and new booking rate of $399 at 1:45PM. I also told them that I had found a rate on Hotels.com for $299. I reminded them that price gouging during these events was illegal and was told that I could speak to a manager if I liked. After waiting about 25 minutes, I took the GM's name and decided that I would write to Sheraton management, Starwood Hotels management and consumer affairs.

Hi. I just got married and went on honeymoon this last weekend, August 12-14 in Chattanooga, TN. Me and my husband had a great time and we were getting ready to leave.

Well, on Saturday, we noticed that our debit card wasn't going through. But we already had our tickets and such, so we didn't mind. We checked out on Sunday morning and the desk gave us a call to tell us that the debit card paid for all of it, except for $64, and we need to bring that payment to the desk. It was no big deal as we have a check.

We figured that the bank blocked my card for using it out-of-town since it has $300 limit per day. We got to the front desk and the lady says that they can't take the check and we need to find someone with a debit card to pay the bill. So we were like, "it's Sunday, but we will try." So we called a few people to find someone who can give us $64. We had the phone passed to Liz at Sheraton but she said that she can't take it, that it has to be faxed.

It was Sunday, and we were in a very small town in Waynesboro, TN. No place is open to fax. I then told her all these and she didn't care, she said we needed to call someone to fax in the money or have it wired. So I asked her for her manager's number and she said she is the manager.

I said I need a 1-800 number to call or someone over her. She said she's calling the cops. So she called the cops, they came, then left. We went out to get our car because we have a Walmart card that we could cash in. But she followed up there and she told the guy that we can't have the car as we owe $64. So then, we went back in and tried to call some more. I got on the line and talked to Sheraton people and they told me to call the cops as she can't hold our car. We called the cops and they said that they were there earlier and they didn't think she could hold our car. So, the cops made her give our car back after three hours. She then took out the money from my debit card the next day without contacting me.

I contacted the hotel boss and all they can say was "we will talk to her". Really.

I had a surprise sweet 18th birthday party for my sister. I told my neighbors that if things get rowdy to come knock on my door. They did not comply. I was given a noise complaint warning. The security was so rude and disrespectful that he made me and my guest feel very uncomfortable as he watched & stared at young ladies.

His duty as an security officer is not to stare at ladies that's clearly not near his age. He called the police for no reason and got us kicked out the hotel all because my guest was along pool side minding their own business and chatting. I obeyed and brought the noise to a minimum and asked my guests to leave. Me along with my guests all got rooms for this special occasion. I have never stayed at an hotel that has such rude security. I will never affiliate my business nor money to any Sheraton Hotel or any hotels from their chain. I'm a very upset guest and would like some action to take place. I didn't even get to stay before check out. The day I checked in was August 6th 2011 and I was asked to leave around 2am. Very embarrassed and very upset about this matter. I have worldwide connections and I will note this act.

They charged my credit card $300.00 for a spot on the bed. We did not do this and it must have happened before we stayed here. We did NOT investigate the mattress when we first got there. They didn't even bother to tell us. The hotel was VERY sandy. They didn't have a shower to rinse off the sand from the beach. The pool was also dirty due to this. Also the air conditioner was EXTREMELY loud. Also, the front desk clerk was extremely rude and unprofessional. She slapped my hand when I tried to take her picture by the door to prove that I went in and took pictures for court. Do NOT stay here.

7/30/2011 My husband and I stayed at this location we were checked in for only a couple of hours when the room next door became very loud and rowdy. I called the front desk and they advised we relocated to a quieter floor as they were having a HS reunion and they have been very loud. Agreeing to have the bell hop meet us at our room in 30 mins I decided to take a shower, I removed my wedding band set and left it sitting on the bathroom counter tray. When the bell hop came to the room we quickly grabbed our items and left. When we made it to our new room my husband realized we left some clothes behind and he called house keeping. HK brought our items to our room, that is when I realized I had forgotten my ring in the room! I ran down to the room, to find it had already been cleaned and my rings were gone!

We called the police. The officer interviewed the manager, the housekeepers manager and the house keeper. Its protocol for the HK manager to go in a room before the maids do to do a sweep of the room and assess the room. The house keeper explained there was a second person helping her clean the room. Neither managers were aware of the second person whom had left shortly after cleaning our room. The next day the officer returned to interview everyone including the person the managers could not identify. He determined the second house keeper was not in the bathroom area as Veronica was. Whom was interviewed the prior night. When Veronica was re-interviewed she acted as if she couldn't speak English and became very argumentative. My wedding band set, was very large and hard to miss. Something is not right and the management was poor on timing to look for it. It's liable to say they maid stole it out right, one thing is sure. Either the manager who glanced the room took it or the maid who cleaned the bathroom did. All I can say for sure, is my ring was not found. It was not down the drain, in the trash, in the laundry. Per the managers. So where is it? The maid and the manager should have been searched imminently. It's presumed stolen.

The Rooms are Excellent and the view is very attractive unfortunately the service is too bad in general starting from Front desk winch is all the times is Two with all these peoples and groups checking in and you have to wait too long, the room service is the worst and it is really very bad for a 5 Star Hotel like Sheraton on July 28 I called Twice at 1:00 A.M with no answer I try to reach the front desk it was the same no answer and Today July 31 at 4:30 P.M I order a Rocket Salad and a Club Sandwich and they told me it will takes 30 Minuets after 35 Minuets I call back they Apologize because they forget my order and in return they offer me the Salad will be free.

The House keeping also is not good and always missing some part to clean or to be replaced and all the time when I push Make Up I receive the services very late. The Mini never happen from my day check in Except the day when I saw the man and give him a good tip at least to put some Water and for the same reason I start to buy some staff from Galeria Shopping Mall for the reasons above. I do appreciate if you take the proper action because your a well known name company as a Starwood is deserve better services than what we got.

Here is my account of what occurred during my stay at the Four Points by Sheraton Ventura Harbor Resort from 06/30/2011 to 07/05/2011.

I was charged $139 for every night I stayed at the hotel. According to my booking information from Priceline, the first night was supposed to be $135. When I commented about it while I was checking in, the clerk said she would have to get a manager, but I told her I would take care of it later since I was running late due to a flight delay and needed to be somewhere.

Every day, I either had to go to the front desk or track down someone from housekeeping to obtain water and coffee supplies which are supposed to be complimentary according to the web site.

I only received two copies of the USA Today newspaper during my stay, but that was not included under room features and it is possible that another guest helped himself to my papers.

The phone on the desk in my room did not work. There was a dial tone, however, when I pressed the buttons to dial housekeeping or the front desk, nothing happened.

The pool is supposed to be heated but everyone was commenting on how cold the water was and saying "it's supposed to be heated."

There were no towels at the pool on 07/04/2011. Towels on 07/01/2011 were worn and dirty looking

My number one complaint is as follows:

On 07/04/2011, I left my room at 11:00 hours as housekeeping had been cleaning my room around 11:30 hours and I did not want to be in the way. I was in room 235. When I returned at 13:00 hours, housekeeping was cleaning room 234. I knew this because the door to room 234 was wide open, a maid cart was parked in the hallway in front of the door and a female in a uniform came out, removed something from the cart and then went back into the room. As I went into my room, I noticed that room 236 had a "do not disturb" sign on the door. I went into my room and noticed it had not been cleaned. Thinking that my room would be cleaned next after 234, I went down to the pool to read. I returned at 13:45 hours to find housekeeping further down the hall away from my room and that my room still had not been cleaned.

At this point, I went down to the front desk and the clerk at the counter said she would have someone at my room to clean it within ten minutes. By 14:oo hours, no one had shown up at my room. I tried to call the front desk, but my phone did not work so I went back to the front desk and requested to speak to the manager. The woman I spoke with had dark, shoulder length hair. She advised me that I should have called instead of coming down to the desk at which time I told her my phone did not work. She apologized for my inconvenience and said she would have housekeeping at my room immediately and that my phone would be repaired. At no point did this manager make any statement that I had a "do not disturb" sign on my door or that the maids had been instructed to clean room 234 first. She did NOT state that housekeeping has until 17:30 hours to have rooms cleaned nor did she advise me that once housekeeping cleans a room, they cannot go back to rooms they missed and have to keep moving forward. You will understand why I mentioned this later in this email.

I waited for housekeeping for another fifteen minutes and, because I needed to get ready to go somewhere and did not want housekeeping to make entry into my room while I was showering, I made my bed, emptied my trash and collected my dirty towels. I then walked down the hall to the maid cart and obtained clean towels. One of the maids saw me doing this, but did not say anything. At 14:30 hours, housekeeping knocked on my door. I advised them I did not need their services as I had completed the task myself. One of the maids kept repeating over and over "it's not my fault." She also indicated that I could not have seen anyone cleaning room 234 at 13:00 hours and denied being there. She said she did not know who I could have seen.

I left my room at 15:30 hours and when I did I put up the "do not disturb" sign because I was concerned that housekeeping or the phone repair person might enter my room and do something in retaliation for my complaint.

When I returned to the hotel at 21:45 hours, I went to the front desk to obtain coffee supplies and water. I spoke with a female manager who appeared to be in her sixties with short blond hair and eye glasses. She asked what room I was in and when I told her she said "Oh you're the woman who had the altercation with the housekeeping staff." Her tone, in my opinioin, was confrontational. I explained what happened and told her it was 45 minutes before housekeeping showed up at my room after my initial request. The manager then said I was lying and claimed she was present when I made my initial request. She said it only took housekeeping ten minutes to get to my room after my initial request. It should be noted that I did not see this manager at the front desk either time I was down there earlier in the day.

The manager went on to say that housekeeping has until 17:30 hours to clean rooms and that room 234 had requested to have their room cleaned at the time I saw housekeeping there. She also indicated that once housekeeping cleans a room, they cannot back track to clean rooms they miss. She stated they are required to keep moving forward and then go back to any missed rooms. I brought up the issue of having to obtain my own coffee supplies and water. The manager stated that bottled water is only provided the first day. This was not told to me by anyone else I requested water from. On the hotel web site under room features it indicates bottled water as one of the features and does not indicate this is a one-time feature. When I told the manager this she again said water is only provided the first day. The manager then repeated the previous mentioned information. I stated that I expected to receive better service for as much as I was paying to stay at the Sheraton. I requested a discount since I had to clean my own room. The manager then stated that I had a "do not disturb" sign on my door which was why my room was not cleaned. I told her that was room 236 and she stated it was my room. She also told me if I wanted my room cleaned I should have scheduled a time, however, I was not told I could do this at check-in. I advised the manager that I did not appreciate being called a liar and advised her I would take my issue up with Sheraton's corporate office.

I am a considerate guest at any hotel I stay at because I worked in housekeeping when I was in college. I know it is hard work so I try to make their job as easy as possible and don't leave a mess.

If I treated people the way I was treated by that manager, I would not have a job. She owes me an apology.

My son has missed his plane from Frankfurt to London on Sunday evening. As the next plane will depart tomorrow morning, he tried to check in at Sheraton Frankfurt. We, his parents, tried to make clear to the woman at the reception desk that we will pay the bill. We offered our credit cards, our bank accounts, and our names and addresses. The woman at the reception desk told us she couldn't help us because of legal advice. That's nonsense since I, as a lawyer, know. But there was no way to convince her. So, if I have any choice, I will never again choose Sheraton.

On March 27, 2011, I sent the following to Starwood Hotels through their online comment page:

During my recent visit to the Four Points by Sheraton hotel in Emeryville, California, I received some very bad treatment, and I would like to bring it to your attention.

On Thursday, March 24, I traveled from Seattle to Oakland, California for a coast guard meeting and the promotion of a good friend to the rank of Rear Admiral in the U.S. Coast Guard. Everything was set for a productive, joyous, and celebratory visit to Oakland. However, my flight was four hours late, and when I stopped for dinner, my wallet was stolen. The wallet contained absolutely all my ID, credit cards, health insurance cards, keys to my car and home, and all my readily available money.

Naturally, I was pretty upset. I had a rental car in a nearby garage, with the parking unpaid, and I had no way to do anything requiring credit cards. Also, my mind raced forward on how I was going to even get onto the plane to go home. A good Samaritan gave me $10, and the restaurant management cancelled my check and wrote a note on it confirming that my wallet had been stolen, in case that would help in any way. I got the car out of the garage, leaving me with $3.50, and proceeded to the Four Points.

Entering the hotel, I was greeted by a charming, professional desk clerk named Celso. "Good evening, Mrs. Chapman!" It seemed he knew it must be me because everyone else with a reservation had already checked in. I told him my tale of woe and asked if he could check me in based on the credit card with which I had reserved the room. He told me how sorry he was that the incident had happened and was already trying to see if he could do that. In a few seconds, he had succeeded in charging the night's room to the card, including a reserve of $50 for incidentals. So far, so good.

I had originally made the reservation for one night, but due to the celebration after the promotion ceremony, I had decided to extend it to two nights. I thought I had called to do so, but it was not in the computer. Celso said that since he had already used the card once, he couldn't do it again, but he would explain the situation to the manager, Debra, in the morning and he was sure it could be worked out.

I finally got into the room and slept around 3 a.m. Because my Coast Guard ID had been stolen, I left an early wake-up call request and skipped breakfast to ensure I could find a way to get access to the Coast Guard base in time for the ceremony. On my way through the lobby, I paused and asked if my extra night had been worked out, and was assured that it had been and that I was all set. I believe the clerk who said that was Amanda, though I'm not positive.

The Coast Guard admitted me to the base, and the promotion ceremony went well, as did my subsequent meeting. My Admiral friend's wife heard about my dilemma and got $60 the maximum out of a cash machine for me so that I could pay parking and toll fees for the rest of the visit.

With one tiny cupcake and some coffee as my food for the day so far, I left and stopped at a bank to cancel the business debit card that had been in my wallet. Because I didn't have the card number, it took almost an hour and the gracious and persistent bank officer finally got it done. Then I went to the Oakland Police Department to get a police report, which I hoped would help me with TSA the next day. That took an hour and a half. Finally I headed back to the hotel with barely enough time to change, arrange a gift bag with the cards and gifts I had brought to the Admiral from friends in Seattle, and leave for the celebration.

On my way through the lobby, which was, by the way, filled with other guests checking in and/or departing, the same clerk I had spoken with earlier called to me. She informed me that there was a problem with my payment. When I reminded her that she had said earlier that it was all squared away, she said, "Yes, but it seems we need cash payment." WHAT??? I said, CASH??? All my cash was stolen. Everything in my wallet was stolen." She turned to another blonde clerk, whose name I'm afraid I never got, and the clerk told me that since I didn't have a credit card, they would have to have cash payment. I said again that I obviously had no cash. I offered my police report and my car rental agreement, which should prove that I was who I said I was since I had to have the driver's license in order to rent the car. I also told her I had an event that evening to get ready for and all my things were in MY ROOM. I pointed out that they had a valid credit card, expiration date, and security code, which they had already succeeded in using, and that if she needed a different one, I could get that. She asked me to wait a minute and left.

I waited for what was much longer than a minute, and then I noticed her and another woman, who later turned out to be the operations manager, Debra **, slipped out of the desk area and quickly disappeared down a locked hallway, with their eyes averted. I waited quite a while longer until finally, the blonde clerk returned and asked if I had anyone anywhere who could fax them a copy of both sides of a credit card and that person's drivers license, along with a form authorizing use of that card for my room. They said they would email the form to the person.

So I called my husband to ensure that he would be there to receive the email, which he was. I gave him instructions for making the copies and faxing them and he set off to do that as soon as he got the email. Then I gave them his email address and they sent the email.

Thinking this was handled, I went on up to my room to start getting ready. But still no joy. My card key had been cancelled. And it just got worse. I went back down to the desk and asked if I could now have a card key that worked. She said no, that they still had no payment for the room. Then, and this was the single thing that angered me the most, she said she had been authorized to walk me up to the room and gather up my things. Mind you, this was all playing out in front of all the other guests. I told her absolutely not, I was not going to be walked up to get my things because I was NOT LEAVING. I repeated that I had several things to do to get ready for the evening's event, and she had a valid credit card, that had, in fact, already gone through once, and that the staff had told me earlier that I was all squared away. If, instead, they had told me that we had to go through this emailing, copying, and faxing routine, I could have had that going on all morning while I was at the Coast Guard base. But no, I had been assured it was all fine.

She said that she could not let me into the room until they had received payment. Just then my husband called to say he was in the process of sending the fax. Debra showed up to back her up, and I told both of them that he was at that moment sending the fax! Then Debra reluctantly said well, then, OK. She then gave me a key card that would work. I took it and then I asked where the restaurant was because I haven't had anything to eat all day, and I needed some lunch. They pointed to the corner of the lobby. So I went up, got into the room, got my computer and some work I needed to do, and headed for the lobby, where the blonde clerk was receiving the fax from my husband and, smiling brightly, waved it at me. Then I went to the restaurant door, only to find that she had told me where it was, but she failed to say it was CLOSED. But now that I was an honored guest, she offered, with the bright smile still pasted on her face, to get me a pre-packaged sandwich. I declined.

When I got back to my room and collected the day's email, you'll never guess what I found: an email from Southwest Airlines' corporate assistant manager for Proactive Customer Service Communications, apologizing for the inconvenience I had experienced the day before and sending a $100 voucher for future travel. I forwarded that to Ms. **, suggesting that she and Sheraton could take some management lessons from Southwest Airlines, who hold the gold standard in customer service, as far as I am concerned.

Fast forward to the end of the evening. When I came in from the party, the same staff was there, but when I called later to request a wake-up call, Celso answered. I told him I hoped he hadn't gotten in trouble for running that card the previous night. He answered, "Absolutely not, Mrs. Chapman. We try to put ourselves in the guest's place and handle their problems the best we can." I told him that he had done that, and I greatly appreciated his help and his professionalism, but that the rest of the staff had not been so professional. I told him they had treated me horribly. He paused and then apologized and said he was very sorry that had happened.

In closing, If I had been a staggering drunk and looked like I had just dragged myself out of a sewer, there would have been understandable reason for concern on the part of the staff. In fact, I have shown up at fine hotels after several days camping and birdwatching, dirty and disheveled, and been treated very well. But in this case, I was dressed in business attire and coherent, having already had a day's stay charged on a valid credit card and clearly equipped with enough paperwork to demonstrate who I was. And regardless, this horror of a scenario should never have been carried out in the lobby in plain sight and earshot of the other guests.

I have run businesses for more than 40 years. I thought I had seen just about everything there is to see in the way of competence and incompetence, and great and shameful "customer service," but I have never seen or experienced anything like this. Celso should receive a medal, a bonus, and a promotion, and the rest of the hotel staff needs some intensive remedial management and customer relations training. And if this is due to a Sheraton policy, whoever approved it should be in the same class.

It is clear to me that one of two situations exists at Sheraton, or at least at Four Points. Either the hotel staffs are given no responsibility, authority, or latitude to exercise judgement and make necessary, rational decisions, or they are so intimidated and fearful that they don't have the courage to do so. Either situation is completely unacceptable in a customer service environment. Regardless, I have entrusted my comfort and convenience to Sheraton for the last time, and you can be sure this incident will be well publicized to my traveling friends and associates.

I stayed at their hotel from 6/2 to 6/4. I forgot two dress shirts and two dress pants in the closet. I called on 6/5 and front desk said they had nothing in lost and found, but will ask the maid who cleaned the room if she found anything. She promised a call back no later than 12 noon on 6/6. I did not receive a call back as promised. I called Sheraton Suites again on 6/7 and spoke with Daryl, the manager, and he refused to help me and would not ask if the maid found items. He also refused to check lost and found. He said the hotel is not responsible for lost items. I'm upset that no one called back as promised and the manager would not even check lost and found for me.

Sheraton is a hotel, but at Sheraton there is no value placed in the work we are doing. The management doesn't take care of the staff. If I change department they will not allow you to grow your future. The management is not giving any benefits to the staff.

What they were paying is fair, but the standards and the supplies they give to the guest is cheap and low quality. The guests are not satisfied.

Last night I booked two rooms on line. Today I called and asked if I can have a senior discount. I was advise at the time of making the reservation that I needed to click on special discounts. Since I failed to do so, they would not allow my parents to have their senior discount. I have called the hotel directly plus their corporate office. Each person I spoke with just gave me the runaround. Not one person would honor the discount. Sheraton is a huge hotel chain that makes a great deal of money. Shame on them for denying a senior citizen a discount.

I went to workout in the gym right next to my room. I came back and placed my headphones right on my bed. A couple of hours later, I left the room. When I returned, the room was clean and the headphones were gone. I am extremely disappointed in the lack of customer service that is present revolving around my situation. These were $150 headphones that I got as a gift. The head of housekeeping denies anything.

The Sheraton Hotel had unhelpful staff, there were bed bugs, the room smells bad, among other things. I can't understand how it became a 5-star hotel. You demand a room with panoramic view of the sea but they give you a room which is near a construction area filled with yachts. It was a shame. Beds were also separated. I changed my room but this time, it had no bathtub, with a bad smell in the bathroom. At night, you can only eat salad because the only thing you can eat is seafood.

The staff was so rude. The hotel didn't accomplish what they promised. I'll never go to this hotel again and will never refer this to someone else.

My wife and I plus two retired veterans stayed at the Sheraton hotel on the weekend of Halloween 2010 for two nights. Two days after returning we noticed an extra charge on our credit card of two hundred dollars stating that it was for room service. My wife called to see why, as we had not requested room service over the time of stay.

It was explained that we had been charged a $200 fee for smoking in the room. This is sum what hard to believe when we requested non-smoking due to one of our guests conditions. The management was totally rude and not interested in dealing with the matter. Sheraton hotel corporate offices bounce the complaint between the hotel and themselves hoping we dropped the matter. If we had of smoked in there I can understand the problem.

I was very excited about this stay, and am really disappointed with its outcome. I travel a lot, and to be honest, this was one of the worst experiences I have ever had at any hotel. I was only in NY for one day and night, and spent 3 hours of it waiting to be allowed into my room. Check-in was at 3 pm, and I finally got into my room around 5:45 pm. I even arrived at 2 pm to see if I could check in early. The front desk said there were problems with the cleaning staff, and they were still working on my room, and it would only be about a 20 minute wait. One hour later, they said they could not reach the maids to see what was going on.

I spent 4 hours just sitting and waiting in the hotel lobby with my luggage, while I could have been out doing what I went to NY in the first place for. It was obvious after I was finally let into my room at 5:45 pm that it was not a problem caused by the cleaning staff as I was told. This was a blatant lie on the front desk's part. There was no cleaning staff in sight. In fact, the shower was not even clean. I will never stay at a Sheraton again. There is no excuse for this. Nobody who pays for a room should be made to wait for 3 hours after check-in to get into a room.

It is completely unfair, and a total rip-off- even at the discounted rate I was able to get. I did not get what I paid for. By the time I got my luggage into my room, I only had until 7 pm before most of the stores in that area (which was not in the safest spot) closed for the night. I'm just very unhappy with this trip, which was a big waste of my time and money.

My husband and I checked in at around 5ish, staying one night to leave at 4:00 a.m. to catch a plane for LA. I went to make coffee and the coffee maker wouldn't work, so I looked under the table to see that it was unplugged. I grabbed the plug and went to plug it in the outlet to be shocked--sparks flew and the plug burnt my finger. After picking myself up off the floor, I turned on an additional lamp and noticed that not only was the front plate missing, but the plug itself was totally messed up and what I had hit were live wires!

Uncovered live wires as the only receptacle for the coffee machine and desk area! I was literally shocked! I called the front desk and they sent up maintenance who said, "Do you want me to fix it now?" Duh? I called for a manager and the front desk girl Natalie came up with the food and beverage on hand manager. They saw my burnt finger and took the seared coffee pot away, offered to move us to another room and gave us a pot of coffee because now we didn't have one. That was it--no follow up by a manager to check on me, nothing crazy. I paid to have this happen! Plus, I asked for a report to make sure that it was fixed before someone else got the room next, but they said that they couldn't give me one!

I'm stationed in Afghanistan and on the 3rd of September, I reserved three rooms via the internet for six individuals from October 21, 2010 until October 24, 2010. Anyone who is familiar with the military knows that things change in the blink of an eye and just so happens on October 15, 2010, my leave was canceled. Since my leave was canceled, none of my family felt right having a vacation on my dime. So everyone canceled their plans. I called the hotel to inform them of my situation and I was told that because I reserved the rooms online, I needed to call finance to sort out the issues. Immediately, I knew they had no intention of refunding the $1100 deposit I had placed. I called finance everyday for five days and got nothing more than an answering machine. Again, being located in Afghanistan, leaving a message was pointless so I continued to call until I was able to reach someone.

At this point, as expected, I was told I couldn't get my deposit back but they would hold the deposit for future reservations up to six months. My tour is expected to be complete in June of 2012, so I inquired about the details to allow my family members to reap the benefits of my forthcoming. I was told that for my family to enjoy the benefits, they would have to stay in the hotel I reserved. No one lives in this state and if it wasn't for me wanting to take everyone on vacation there, they have no intention of visiting the location. Needless to say, I'm not happy with the ethics of this hotel. I've tried to do something nice for my family that hasn't got to see me due to my job requirements. We all know the economy is rough and this company has all intentions of taking advantage of me while I protect their freedoms to do so.

Here's a letter I sent to Sheraton with the issue of not refunding our deposit. I'm writing this letter in response to Sheraton's Security Deposit Itemization letter to my daughter Calley ** and me dated 8/19/10. Please accept this as notice that we dispute the charges and the funds deducted from the deposit on her rental at **. We are specifically disputing the following charges: 1) 16 hours at $26.50 of cleaning needed on the apartment; 2) cleaning all windows and tracks; 3) $15.49 to change one light bulb in back bath; 4) credit/refund of 1 day vs. 2 days at $53.33/day as agreed by Sara; 5) replacement of oven drip pan; 6) cutting board cleaning.

Calley states that she did a preliminary walk-through with Sara in June 2010 and was given action items. They were completed along with my help. Here are some of them: a) professionally cleaned carpet; b) cleaned back bathroom; c) cleaned Calley's windows from inside; d) cleaned several other window including sliding glass door as instructed by Sara; e) changed back bathroom light bulb.

I'm requesting a meeting to discuss and review the following: 1) the video of the apartment when the initial walk-through was done; 2) video of apartment #39 after walk-through in July; 3) dates of work done behind apartment to install speed bumps; 4) dates of work done on roof repair during the school year; 5) video of windows and window tracks; 6) square footage of apartment #39. If Sheraton is going to charge for items that are wear and tear, then it's only fair that I charge Sheraton for labor that I spent on cleaning the air conditioning unit and fixing Calley's closet when she moved in. The previous manager and Sheraton didn't respond for three weeks. This forced me to help fix both the problems due to a very hot summer and Calley needing to move clothing into her closet. I will put together my bill to Sheraton and submit at our meeting. We still haven't received the refund of $906.11 dated 7/29/10. Legally this is to be given back within three weeks of move out date. I look forward to hearing from you.

On June 12th 2010, I checked into Four Points by Sheraton with a checkout on June 15th. I paid $321.93. I booked this reservation because this hotel advertised new upgrades, and has my particular interest, wireless services. It was imperative that I conduct business during this period.

Upon my arrival, they admitted to several glitches with new renovations. We found vending machines down, ice machines non-operational, no wireless service and the business center was down. The staffs were rude and unhelpful stating that because I booked through Priceline, there was nothing they could do. It was imperative I conduct business.

On June 13th, I checked in at Red Lion and paid another $200.26 for the same two nights. I contacted hotel management, my credit card company and Priceline stating that I believe I am owed a refund. Though I stayed one night, amenities were not as advertised and I was unable to conduct business essential to this trip and wireless services were never available. According to my credit card company and the hotel, because I booked through Priceline, nobody is responsible.

I do not believe this is a legitimate action to falsely advertise, not deliver as promised, and keep the client's money. I did not receive services paid for, and worse, I paid double. I paid over $520 for two nights to conduct business in a 3-star hotel. I lost $321 on this deal with Priceline and received nothing in return. It's an outright thievery.

I am complaining in regard to our stay at the Sheraton Waikiki Hotel, HI, on July 4, 2010. My experience with the Sheraton was extremely horrible. On our 2nd day, my Chanel purse was stolen from my room by one of the staff members at the Sheraton hotel in Hawaii. The reason I am sure it was the staff is because the manager told me that after they went to the card reader to see who entered to my room, there was only the housekeeper who entered to my room.

I called police officers to do a report and I also called Sheraton headquarters to complain about my case but until now, I have no answer. This incident ruined my family's first trip to the Hawaiian Islands. We booked with Sheraton because of their star rating. We didn't know the security and cleaning crew were not held to these standards.

On August 28th, 2010, I went to Baltimore, Maryland with my fiance to watch the Ravens Giants game. Afterwards, we stayed at the Sheraton in Baltimore. We checked in around 11 pm. We ordered food around midnight. The food arrived to the lobby so I went downstairs to get the food. I came back to the room and used my key to get in the door. My fiance never left the room. We awoke around 9:30 am. My fiance went to go use my phone to realize it was missing. She then saw her entire purse turned over and emptied. As she picked up her contents, she realized her wallet was missing. I went to my wallet that was still there and saw that my driver's license was missing, as well as three debit cards and a credit card. However, to our surprise, right next to the door, the person who entered our room left a half eaten bag of skittles. We immediately began to panic. I called the front desk and the police.

After my second call to the front desk, a woman informed me that some of my cards have been recovered. They found my driver's license, my debit cards, and my fiance's three debit cards all in a rubber band in the elevator. Apparently, the person who robbed us left the contents he had no use of. After searching the room completely, we realized a bathing suit with the tags attached and my Movado watch was also missing. The total contents that were missing are one of my credit cards, my fiance's driver's license, her credit card, my cell phone, and my Movado watch.

The hotel management went to read the card reader to see who entered the room. Surprise, the only two entries were our own key, the same key that was also stolen from our room. I asked the police officer as well as management to replay the video cameras either on the floor or in the elevator to see who could possibly enter our room. We were then informed there are no security cameras on any floor or any elevator. They only have cameras in the lobby that is too busy to pick out a possible thief. The management then questioned me if I can possibly have lost my key. What an absurd question! If I lost the one and only key given to me, how did I enter my room the second time? If the thief did find my key, how did they know the room number?

I do not understand how a big corporation as the Sheraton does not have enough security cameras to protect their guest. I could have been killed, or my fiance could have been raped and killed. How scary it is that you pay a hotel to spend the night, and in turn you are paying to get robbed and put your life in danger. You are supposed to spend the night peacefully and sound asleep, well me following the point of a weekend getaway, almost ended up with two lives possibly being ended. This corporation needs to understand the proper security measures when you have people's lives in your hand. This behavior cannot continue.

Went up to the room to check.

Still no tissue paper and no one had come to fix the security box (this happened at a couple of other hotels were we have stayed and someone came up within minutes). So we packed up our 'valuables' and went to the front desk. They said 'would sent some toilet up immediately and the security box couldn't be fixed but we could leave our valuables with them.' We choose to take them with us to the pool! I know these things seem minor but for what the room cost I really expected the minimum conveniences. We were so looking forward to a relaxing stay and these complications were disrupting. I would not recommend the Sheraton chain.

I booked one room with two double beds for two nights--checking in on 7/24/10 and checking out on 7/26/10 at the Sheraton Hotel in Cerritos, CA through Expedia.com. We were running late the day we were supposed to check in, so I called at about 3:30 pm to let them know that we were on our way and would be there in approximately 20 minutes. The woman at Sheraton told me that they would not have a room ready for us until 8:30 pm, and that it would not have two double beds but only one king-sized bed.

I told her that was unacceptable, and that I specifically reserved a room with two double beds, because we have two young children with us. How would the four of us fit in one king-sized bed? She then told me that they had a corporate contract with the "airlines" and that a flight was delayed and the flight attendants needed to stay in the room.

I told them that was not my problem, and that I was also a customer who reserved and paid for my room in full. They also had a contract with me that they were breaching. She said that when we made a reservation, it was actually just a request for a room with two double beds, but that they could give us whatever was available. I told her that I paid for the room in full when I made the reservation.

I asked to speak to a manager, and she said that she was one of the supervisors. I then told her that I wanted a corporate phone number, so that I could file a complaint. She said that there wasn't one. Suddenly, our phone call was disconnected. Imagine that. I called Expedia right away and told them of the situation, and their customer service rep put me on hold and called the Sheraton at Cerritos.

The Expedia rep then told me that a manager would not be available for half an hour, and I told her that I did not have to stay in their hotel, because I have a family in the area. I also told her that even though this was a "no cancellation reservation," I wanted a refund, because they were not living up to their agreement. I told them to just credit my account or I would call the credit card company and they would cancel payment based on my complaint.

The Expedia rep wanted to try one more time, so I was put on hold again. Miraculously, they had a room with two double beds for us. It would be ready by the time we arrived, which was now less than ten minutes. When we arrived, the front desk clerk said that they wanted to upgrade us to a "suite" with a king-sized bed. I asked to see the room first. That room was a joke. It smelled like it had not been serviced. There were glasses outside the door, and it had one king-sized bed with a sofa sleeper.

I asked the attendant to open the sofa sleeper, and I laid down on it to check for comfort. The sheet was not clean, and the sofa sleeper was unbearable. They called this an "upgrade." I went back downstairs and told them, "No, thanks." for the upgrade. Just give me the room that I paid for. We ended up on the top floor in a room with two double beds.

Incidentally, the hotel had two weddings booked that night. Our room could have easily been booked by other people who would be willing to spend much more than what we paid through Expedia. Thanks to the customer service rep at Expedia.com. We were able to check-in on time into a room that we had originally reserved.

My husband and I checked in on 7-22-10. We reserved a room with a whirlpool tub, which leaked out water the first two nights of trying to use it. The maintenance man supposedly fixed it. We went to use it the 3rd night and the jets flew off the sides when we turned it on. Also, our key cards did not work. Any time we left, we had to be let in by security. We were given four new key cards in just two days of our stay. It was quite embarrassing when you have to wait in the hall for 10 minutes waiting on someone to let you in and then you have to show ID every time you can't get in your room.

They gave us free parking (big deal) as discount for the whirlpool tub that is not working properly. They offered to move us to another room due to the key cards and refused to give us a discount, which is what we were wanting. So we had to rush back to our room and pack all of our belongings up for the bellboy to move at a later time because the room they were putting us in was not ready. By the time we would be back from the day we had planned, they said it would be too late for housekeeping to clean our room we were staying in so they could rent it out that night.

The hotel placed a $1000.00 hold on our debit card and we were told that the room rate was going to be $864.00 for the four nights. The total amount ended up being $100.00 more than we were told when we reserved the room. This was very stressful for us, especially on the last night of our stay when we called to ask then what our total amount was going to be and they told us they could not give us an amount as to what the charges would be. Then in the morning, there is a check out slip under the door with charges that are more than we expected.

The hotel staff did not seem to care if we were inconvenienced at all and only seemed to be interested in the money that they would be making from each guest or if we were not completely satisfied.

As part of a cohort with the University of Pennsylvania Graduate School, I stayed at the hotel during July 11 - 17, 2010. Initially, I was in room 1720 (or 1724) where I stayed just one night, because the next day after realizing I had two insect bites, I requested to be moved to another room. The new room was 1710. The move went quickly and I was informed that the previous room had been inspected twice and no insects were found.

The day after checking out of room 1710, I realized I left a black dress and pink sweater hanging in the closet. On the morning of Monday, July 19th, at approximately 7:00 a.m., I returned to the hotel hoping to retrieve my articles of clothing. However, after speaking with security, nothing was found. The next day, I called and spoke to someone who identified himself as Cedric, head of security. The day before, I left my name and number, which I also left with Cedric and was sure that I would get a phone call to pick up my items. Surely, there must be articles of clothing, left behind by guests, submitted to a place in the hotel (either from room 1710 or the room I stayed in initially). I could have left them in the first room I stayed in and did not realize it until I was at home unpacking from my stay.

I am sincerely disappointed with the Sheraton Hotel and just want to let someone know that something is seriously wrong when a guest leaves something behind and cannot get it returned. I plan to send this email to any and everyone connected to the hotel industry. Perhaps, the feeling gained from alerting others will compensate me for the loss of two articles of clothing and the allergy symptoms, swelling, and painful itching I experienced as the result of having insect bites while sleeping in a bed at the Sheraton Hotel. Lastly, it is possible that I left clothing behind in the process of changing rooms. I never received a call either way about my dress and sweater. On another note, I found the hotel rooms to be extremely dusty and poorly cleaned, the bathroom especially.

The reservation dates were 7/16 -7/18 for the Thomas Family Reunion. The Early check in promised was unavailable. Luggage was checked in at approx. 11:00 and 7 pieces of Luggage were checked in. The room was ready at approx. 13:00. One piece of luggage was missing upon pickup. The piece is a Coach travel clothing bag which was described to the management staff. I was informed they would check with the staff and get back to me. No one contacted me. I always initiated all contact. I was informed they would review a tape concerning the distribution of luggage on Monday 7/19. As of Wednesday, 7/21, I have not been contacted by the Manager of the hotel on their findings and I do not have my luggage.

I made reservations in February for a Family Reunion that will take place in July. Upon making the reservations I was told to guarantee the reservations I had to make a deposit that day and received my confirmation number. Some family member told me that their deposit had not been deducted as they were told .When I called I was told my deposit had not been deducted from my card and that happens. I think this is terrible business because they tell you it is due on the day you make the reservations and if you don't check behind them you could be in for a surprise!

I think, as a foreigner, I was victim of discrimination. I and my family were accommodated in a really dirty room, with broken doors (toilet and refrigeration) and water dripping from the ceiling. When I asked for help at the reception at 1:30 am, an attendant started shouting to me, saying she was having a hard night and she just turned around and left me alone at the reception. I asked to call the police, but no one showed up. My worst vacation ever!

There were misleading sales presentations at Sheraton Vistana resorts in Orlando by Ingram and Blake, the sales manager. The consequence was ten years of payments.

I made a reservation for Sheraton Virginia beach and I have asked for a connecting room since that I have 4 children with me. I was told that it will be provided to us. When we got there, we were given a different room not connecting. I told them that I have to have the connecting room because of my children. We did not have any choice than to take the rooms because it was the only one that was on the ocean front. Also we were told that we will be charged if we cancel them.

We got to our room. The room were very small and the bedside tables and office table were very dusty we have to clean them ourselves. Good thing we had the baby wipes with us. My face started to get very itchy and it lasted while we stayed there. The dust were like an inch and the worse thing were it was in both rooms. The rooms were very dirty and the carpet were very dirty and when we opened the ac, wow the dust were like 3 inch and I had to do the cleaning. I also don't think that the toilet should be like very close to the sink that you can rest your head in the counter top sink while sitting on toilet. Just very dirty place.

I am complaining in regard to our stay at the Sheraton Dallas North Hotel, TX in October '09. We left some expensive clothes in the closet of the hotel room and realized it once we got home that night. I called the hotel but had to wait until the next business day to talk to the manager in charge, Mrs. P. All clothes were found and covered in a special plastic cover as left. I was offered FedEx overnight or ground. Mrs. P recommended ground because overnight would arrive only a day earlier. Mrs. P did not tell us about any extra insurance in case if the shipment would get lost!

That is where the problem started! I was told to pay for the shipment. I agreed with my credit card on file. The clothes were shipped few days later. I was never charged for the shipment! Few days later, I received the tracking number by e-mail but it was the wrong one. After calling and e-mailing Mrs. P without receiving an answer for days, I called FedEx to locate the package. The package was still in transit and never got further than the next station. After three weeks of waiting, FedEx finally called the package lost. The shipper, Mrs. P, had to file for a claim. Few weeks later, FedEx sent me a check of only $100. I called FedEx and they told me that the shipper did not add any extra insurance to my package. Any type of shipment is only insured for $100!

I asked Mrs. P why no extra insurance was offered to me for my expensive clothes (value $1,600)? Her answer was not to be responsible to tell hotel guests about extra insurance. Out of hundreds of shipments per year that she ships out, my one was the only one lost! The hotel has the responsibility to inform the hotel guests if additional insurance if wanted if they take the responsibility to ship it out! But no options were given to me instead the blame game was being played by them after trying to contact them umpteen number of times. I finally left message for the general manager, Mr. M, who never returned my call until I personally went to the hotel.

The front desk manager promised me that Mr. M would call me back the next business day but it happened two days later. He first denied being responsible for not offering extra insurance but decided to contact the hotel insurance (Zurich). His promise getting back to me the next business day took over three weeks. Calls and e-mails to him were unsuccessful until I decided to get a lawyer involved if he would not return my call within a day. The next day, Zurich insurance called me, two times within 12 hours.

I called back but no message could be left. The insurance adjuster did not return my calls at all but decided to close the case as told to me the same day by the hotel manager. I had to call the 800 number and a representative was helpful in contacting the adjuster in Dallas by e-mail informing her of my calls. Finally, the adjuster called back and told me that the case will be closed after three attempts but she contacted me only two times within 12 hours! I had a short time to explain her my version but she already had her decision made and denied this case immediately! I insisted of a written notice in mail but have not received it until today.

The lack of communication from the appropriate departments, stretching out this case for months, the lack of customer service, lack of understanding the financial concerns on the goods lost is a grave concern to myself. The Sheraton has a reputation I presumed was based on quality but this has turned out to be nightmare for my family and me. To date, I am waiting for information from the insurance and I am afraid that such agencies and hotels consider the public consumer to be very helpless when as a matter of fact it is the consumer keeping their business alive.

I am a Starwood preferred guest, and this was the worst stay in a hotel I have ever experienced. I stayed at the Baltimore City Hotel in Baltimore from Thursday, 1/7/10and checked out on Sunday. There was no hot water for the most of my stay. The floors were filthy. No one picked up the phone at the front desk for 2 hours, when I tried calling on Saturday night. There is no safe in the room for valuables. No security in parking lot, and there was a shooting on the 8th floor, prior to arrival and no one informed us of this.

If I do not receive a refund of $303 for this stay, I am contacting the BBB, Attorney General's office, president of Sheraton Hotels Starwood Company, and an attorney. This was not acceptable. I had training on Friday, 1/8, and Saturday, 1/9/10, in a room that was so cold, we had to wear our coats during training. I will also go to the media, if I have to, about this stay. I asked for a wake up call on Friday 1/8 and Saturday 1/9. I did not ask for a call on Sunday, 1/10, which we received while my husband and I were sound asleep. Also, I forgot, the toilet also stopped working this morning, on 1/10/10, on our way out. The thermostat in the room also did not work. This hotel was cold in most of the hallways, throughout the entire stay. No one should ever experience a stay at any hotel like this. I am so very disappointed, and very angry about this stay.

We were unable to sleep every night of my stay. My husband strained his leg muscle while at the hotel, secondary to walking up 4 flights of stairs with luggage, because there was no elevator in the hotel. I have colds as a result of no heat, while I was in the training room for 2 days, and no hot water while showering for three days, from Friday-Sunday morning.

Checked into the Sheraton in Manhattan, hotel room safe was not working, and after making several calls to get it taken care of to no avial, I had no choice but put my $12,000.00 engagement ring in my a very secure zipper compartment in my wallet, in my purse, which I had with me at all times except for 30 minutes one day which is when housekeeping came to clean the room and decided to go through my purse, found the wallet and stole my ring. Of course they denied it, so a claim was filed with their insurance which was also denied based on a ridiculous "New York Inkeeper Statute" which in a nutshell protects the hotel from assuming any liability for theft of valuables in the room, even if they are in the safe and the safe is broken into or stolen. Basically, it gives hotel staff cart blanch to steal and the hotel doesn't have to reimburse the guest. Hotel security and management could care less about my loss or the criminals they hire to clean rooms.

I was refused a hotel room because I did not have a debit or credit card. Company policy states that in the event the customer does not have a credit/debit card then a cash amount should be requested for a deposit for the room. I believe the decision not to honor my prepaid reservation was indeed racially motivated. I am actively seeking legal action against this company. I had to pay $50 for a cab to load a debit card I never used before. $60 to load the debit card I used.

Many time share owners are seeing huge increases in annual fees due to forclosures and delinquencies. In Sheraton's Vistana Villages property (Bella Florida Condo) a one bedroom lock off unit has gone from aprox $1,100 to over $1,600 in taxes and fees for ONE WEEK in a timeshare unit.

Sheraton acts as the Developer, lender and real estate agent. Has the lending company sold to unqualified buyers? Who is getting the forclosed properties and the profits from resale? The board liason says there is a 19% delinquency rate. Owners of the association are now picking up the cost associated. This could have a further impact on Florida's real estate market as less people can afford the fees.

There is also an extremely close relationship between the developer, lender and the sales office since they have a common owner.

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.

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.

Poor service, thieves old & rank. Be warned...

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.

I had to fill out a claim form and was told someone from the insurance company would contact me within five days.

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.

I recently booked a room at your facility in Kansas City. I dealt with a young lady by the name of Rachel ** in your sales department. I initially came in to the hotel to look at the property and was shown your ballroom area and was quite impressed with your property as I am with all your properties. I use to live above the St. Regis in Orange County and stayed there many times also. I was told by Rachel that she would hold the room and there was no reason at this time to leave a deposit. About a week later, I received an email stating she needed a copy of my credit card and driver's license by Thursday the following week by 11 am. My fax machine was not working so I called Rachel and told her, "Better yet, I will come down in person and give you these items and sign the credit card authorization form." I did so at 10 am that Wednesday morning, a day ahead of schedule. Rachel thanked me and told me the room was secured and thanked me for my business.

Two days later, I received an email (not a phone call) stating that she never received my needs nor had I signed a contract for the room and now had sold the room to someone else with a "Sorry. Best of luck to you" at the end of the email. I teach and train people nationwide on selling and building relationships. If I taught my sales people to sell this way, especially in this economy, they would all be in the unemployment line. I advertised all around the KC area and bragged about how I was going to be at the Sheraton KC Sports Complex doing my seminar. Now, I have to call 52 people who signed up for my seminar and tell them I'm going to be at a Holiday Inn. That's like ordering a filet at a 5-star restaurant and getting a McDonald's hamburger, besides being embarrassing to me and my staff. I would appreciate a call or some kind of correspondence back on this issue and I would be more than happy to provide you with all correspondence between Rachel and I. I didn't just fall off the turnip truck, I was in the hotel business and she waited for more money and sold the room out from under me. I am shocked that Starwood properties would allow their employees to indulge in unethical business practices of this nature.

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.

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

In Jan thur Apr of 2008 the Sheraton Hotel was undergoing massive renovations. We rent space from the Sheraton Hotel and operate a small gift shop there for the past 15 years. I have received a letter from Remington dated Jan 29,2009 that our lease would not be renewed. Because of the renovations we suffered a loss of approximately $13,000 in sales for time period Jan 2008 thru Apr 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.

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.

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.

I find it rather miserly, especially as my cancellation means that they will not have to handle a rollaway bed, extra towels, toiletries, water, etc. The hotels.com agent, my friend who made the original reservation and I experienced extremely long hold periods on the phone, leading the one (in my case, Elena) who offered to transfer our calls to return and suggest we call again as none of the in-house reservations agents were answering the phone. I am also curious: would this be a hotels.com issue? I am losing the $60 for no reason I can fathom; I decided to cancel my trip for financial reasons. Thank you very much

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

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.

It took a quarter of an hour of discussion in which I eventually showed the original booking form before they actually wanted to admit that there has been made a mistake. They claimed that we booked a club room and that the desk attendant the night before made a mistake by putting us in a cheaper room. The continental breakfast coupons were eventually given but what went wrong with the room is never dissolved. We were happy to have an upgraded breakfast by way of compensation, but staff refused that. Apparantly we paid for a club room and stayed in a normal room (that's what hotel staff claimed). Also there were a lot of arguments because staff didn't seem capable to retrieve bookings and reservations from just one day in the past.

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.

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.

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.

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.

While on vacation in New Mexico, my husband and I spent the night at the Sheraton Old Town Albuquerque Hotel where we were greeted with great customer service and excellent amenities. Unfortunately when we left the hote, I left my purse behind and it was not until a couple of hours later and a few hundred miles away that I realized my terrible mistake.

After repeated phone calls I finally reached somebody in housekeeping who claimed that housekeeping had found the purse in the room and would mail it back to me asap. She took my address down but seemed to have a problem spelling...so she gave the phone to another associate who had less problems with spelling and I wasn't too confident that he got my address correct either. The following day housekeeping manager called me to confirm my address & request a credit card number to deliver my purse. I told him take the money from my purse and use that for delivery fees...and I immediately felt his discomfort.

I asked him to check my purse for the money, and of course...it was gone. He took my address, promised to mail out what was left of my purse and hurriedly hung up. After sitting for a few moments in shock, I called the hotel manager and was given to a Tina Sanchez. Wow was she a cold one. She had not not word of apology or empathy for my situation. She said she was not responsible for the missing cash. True...but she is responsible for her staff and the fact that the cash disappeared while in their hands.

One week later, a lady in housekeeping called me at my home requesting my credit card number. I asked her that they had promised to deliver my purse last week. She said "I know." I told her that they have now had my purse for over a week and my money has been stolen and are they waiting for the rest of my belongings to be stolen too? She said "I know." I told her that this was ridiculous and I was tired of everyone passing the buck and nobody knowing what the procedures were in a situation like this. She said "I know."

Anyways...I received a letter from Elizabeth Saenz - Director of Guest Services promising me a complete investigation and some answers for me by yesterday...and do you know what I heard from Ms. Saenz? Absolutely nothing. No big surprise. I can deal with the fact that the staff of the Sheraton Hotel took my measley $180 ...good luck to them I hope they have a good drunk off it. What I cannot tolerate though, is the complete ignorance and incompetence on the part of the Sheraton Staff...from hotel manager to director of guest services...to room maids.

What angers me is that when I walked in thru the door I was treated royally...when I had a negative experience at the hands of their employees...I had a feeling they were immensely happy that I was several hundred miles away. But I am taking matters further and will continue to complain and post my experience. There is a policy that is supposedly practiced by all Sheraton Hotels...called the "Sheraton Service Promise."

Which states that "NO MATTER WHAT THE PROBLEM, GUESTS WHO ARE UNSATISFIED NEED ONLY TELL A HOTEL ASSOCIATE AND THEY WILL AUTOMATICALLY RECEIVE COMPENSATION." I was kinda wondering...so what happens when the hotel doesn't follow the Sheraton Service Promise? Because I am unsatisfied with the help and service I received from Sheraton Old Town Albuquerque...and another week has passed by...and I still am waiting for my purse to be returned to me. Yeah...the staff of the Sheraton is certainly on the ball!

I was in Dover, DE on business and had booked one night at the Sheraton Hotel. I stayed the night and went to work the next morning. I left my things in the room since I planned to return and pack in time for checkout. That morning I found out that I was going to have to stay another night. I called the hotel asking if I could keep the room a second night, and they said that the room had already been reserved for another guest. They offered me another room and said that they would take care of moving my things to the other room.

When I returned to the hotel, I went to the front desk to get my new key. I went to my new room and everything was there except for my laptop computer. I called the front desk stating that my laptop was missing or had either been left in my previous room or stolen. They then contacted housekeeping (who was responsible for moving my belongings). The manager of housekeeping called me and said that they did have my laptop and would bring it to me shortly.

Five minutes later, a maid knocked on my door and gave me a plastic bag with my laptop in it. When I opened the bag I noticed that my laptop was now in four different pieces. It had obviously been dropped and broken beyond repair. The screen was broken off into a separate piece. The keyboard was broken off into a separate piece. Several pieces of the main body of the laptop were broken off and were not in the plastic bag. The battery would not stay in since the door holding it in was gone. And as suspected, it would not power up.

I called the housekeeping manager again and she said that a maid had dropped it and that I must contact the hotel manager. I called the front desk and they said that the manager would call me the next morning. I never heard from the manager the following day despite the fact that I called them repeatedly throughout the day. Finally on the following day (it had now been approx 36 hours from finding my laptop busted), an assistant manager called and said that I would be given my room for free.

I was being offered a break on a $90/night room in exchange for them rendering my $2500 laptop useless garbage. I went to the front desk fully expecting to make a scene until the manager finally spoke to me. The manager did come out and apparently did not appreciate the fact that I would stand at the front desk and yell at them in front of other customers. I explained to her that if they had not broken my laptop, admitted to breaking it, given me the runaround for 36 hours, and then offered me $300 for my $2500 laptop, then I wouldn't have a reason to yell at them in front of their other customers. She then denied that they had broken the laptop (even though the housekeeping manager offered the information that they a maid had dropped it), accused me of bringing the laptop into their hotel already broken, and then said that I would in fact be responsible for paying for full room rate for every night of my stay. "

Throughout the following months, I tried to contact the hotel to no avail. The charge for the room did appear on my credit card. I fought the charge through my credit card company and it was removed. However, I was still out $2200 and had a laptop that was unfixable.

We agree that Tom has a right to be unhappy though yelling and causing a scene is never the best way to resolve a problem - and these days can get you arrested with alarming speed. Also, everyone who travels with a laptop should be sure it's covered on a homeowner's or other insurance policy. Accidents will happen, after all. Having said that, Tom would be perfectly within his rights to sue the hotel, though the outcome's far from assured. After all, every hotel room is plastered with notices warning guests not to leave valuables in their room and disclaiming responsibility for theft or damage.

I stayed at the Sheraton Hotel in Harare for the week of 25 to 29 August 2003. On my return home I discovered that my credit card has been charged TWICE for the entire amount of my stay. First, both charges were still being authorized, but now one of them has gone through. Owing to this double charge, I cannot use my credit card since there are no available funds in my account!

I attended a 5-day seminar at the hotel. I made a few personal calls from my room. The morning of checkout, I received a bill for a 390 minute phone call from my room to a friend's cellular phone the pervious day...that's EXACTLY 6.5 hours to the minute.

I thought this was a mistake and immediately brought it to the attention of the front desk clerk. The clerk said he could reduce the charge to $180 from $360. I explained calmly and politely that no, that would not do since I did not make a 6.5 hour phone call from my room. I asked for the manager.

The manager, of course, didn't believe me. I explained that I was in a seminar all day and had many witnesses. The instructor even went up in person afterwards to the manager as well as had his company call the manager directly to vouch for my whereabouts, but they both fell on deaf ears of the manager. I told her under no circumstances was she to charge this to my corporate American Express. Of course, later that day, she did.

I went through corporate Sheraton's complaint process, but they, too sided with the manager. Then, I called American Express and they started an investigation. They asked me for proof and I sent them my class itinerary, proof of registration (and payment) for the class. I also included the cellular phone bill from the person I supposedly called for 390 minutes.

There were calls from previous days, but none listed on her bill for that day. In fact, there were ELEVEN phone calls either made or received by her cell phone during the time I supposedly was sitting on the phone with her. The case is still under investigation with Amex. I have NEVER had this happen in all my years of travel. I would like to receive at least an apology from the manager of the Sheraton in Dallas. Do you think I'll get one?