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Sheraton Complaint - Starwood Preferred Service
Complaint
PHILADELPHIA, PENNSYLVANIA -- My husband and I have had too many problems as Starwood Preferred Guest members and we are very upset.
First, we occupied 70 rooms for our wedding block at the Sheraton Rittenhouse Square Hotel November 9-11, 2001. I chose the hotel because I liked the location, the environmentally friendly concept and the staff I initially dealt with. In the end, it was a big mistake.
The front desk was so poorly managed that messages, items left for myself and guests, and our wedding cake were lost, hidden, left out to spoil, or never received. The management staff did not communicate well. Many of my wishes and information were not passed on from one staff member to another. The valet staff was rude and slow. At times my mother and I had to get our own bags out of the car because their response was nonexistent. Phone calls went through to our room when we asked them to be blocked. One of our guests and the host of our 150 person Sunday brunch at the hotel, was locked out of their room time and time again because of a faulty door lock. Rooms were not ready on time when we checked in. The mother-of-the groom had to wait hours and she had traveled a great distance. She didn't get into her room until 5pm and our rehearsal dinner was at 6pm. A great inconvenience. There were many problems, too many to include in this letter. Many of these problems disrupted my wedding weekend and caused me, the bride, great stress that could have been easily avoided. I spoke to the manager at the Sheraton Rittenhouse Square Hotel and he was attentive, but all I was given was a free night in the future and 4,000 points to another hotel.
First of all, I would never stay at the Sheraton Rittenhouse Square Hotel ever again so while that's nice, its useless. 4,000 points is insufficient, its enough for a category 2 hotel. The Sheraton Rittenhouse Square Hotel is a Category 3! It's not even enough points to stay there again. Our wedding block was the largest amount of rooms blocked at one time in the history of that hotel. There would have been more rooms, except the reservation desk screwed up and said there were no more rooms, but there were at least 30 rooms still available on our block so the rest of our guests stayed at another hotel in the area.
For that much business, we deserve more than what we were given. My own parents stayed there a week and did not receive a free night, a fruit basket, anything for their troubles.
The problem gets worse.
My husband and I asked that the 4,000 points be applied to my husband's account so that we could stay in Los Angeles over the holiday season. We had to call twice to remind the Sheraton Rittenhouse Square Hotel to honor their offer for the points and post them to his account. Finally, they did.
When we tried to use those points on New Year's Eve, we called the Preferred Guest Reservation Number and were told about availability, there was plenty. I said I would call back later when we made our decision. When I called back, the office was closed. I was never told initially that they would be closed that evening. I called in the late afternoon, Pacific Time, why would they be closed???? The regular hotel reservation number was open, why would the PREFERRED GUEST number not be? After all, what's the point of being preferred?
We had to PAY for a room at the Sheraton LAX Hotel instead of using reward points. It cost us $100 and then some. The staff on the phone at the main reservations number and when we checked in were shocked that the Preferred Guest Reward staff were not working. After all, they were.
This is unacceptable. We are so disappointed. We plan on thinking twice when making hotel plans at any of your properties in the future.
To help keep me as a potential future customer, I would like the following:
I think we are entitled to at least 25,000 points.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
First, we occupied 70 rooms for our wedding block at the Sheraton Rittenhouse Square Hotel November 9-11, 2001. I chose the hotel because I liked the location, the environmentally friendly concept and the staff I initially dealt with. In the end, it was a big mistake.
The front desk was so poorly managed that messages, items left for myself and guests, and our wedding cake were lost, hidden, left out to spoil, or never received. The management staff did not communicate well. Many of my wishes and information were not passed on from one staff member to another. The valet staff was rude and slow. At times my mother and I had to get our own bags out of the car because their response was nonexistent. Phone calls went through to our room when we asked them to be blocked. One of our guests and the host of our 150 person Sunday brunch at the hotel, was locked out of their room time and time again because of a faulty door lock. Rooms were not ready on time when we checked in. The mother-of-the groom had to wait hours and she had traveled a great distance. She didn't get into her room until 5pm and our rehearsal dinner was at 6pm. A great inconvenience. There were many problems, too many to include in this letter. Many of these problems disrupted my wedding weekend and caused me, the bride, great stress that could have been easily avoided. I spoke to the manager at the Sheraton Rittenhouse Square Hotel and he was attentive, but all I was given was a free night in the future and 4,000 points to another hotel.
First of all, I would never stay at the Sheraton Rittenhouse Square Hotel ever again so while that's nice, its useless. 4,000 points is insufficient, its enough for a category 2 hotel. The Sheraton Rittenhouse Square Hotel is a Category 3! It's not even enough points to stay there again. Our wedding block was the largest amount of rooms blocked at one time in the history of that hotel. There would have been more rooms, except the reservation desk screwed up and said there were no more rooms, but there were at least 30 rooms still available on our block so the rest of our guests stayed at another hotel in the area.
For that much business, we deserve more than what we were given. My own parents stayed there a week and did not receive a free night, a fruit basket, anything for their troubles.
The problem gets worse.
My husband and I asked that the 4,000 points be applied to my husband's account so that we could stay in Los Angeles over the holiday season. We had to call twice to remind the Sheraton Rittenhouse Square Hotel to honor their offer for the points and post them to his account. Finally, they did.
When we tried to use those points on New Year's Eve, we called the Preferred Guest Reservation Number and were told about availability, there was plenty. I said I would call back later when we made our decision. When I called back, the office was closed. I was never told initially that they would be closed that evening. I called in the late afternoon, Pacific Time, why would they be closed???? The regular hotel reservation number was open, why would the PREFERRED GUEST number not be? After all, what's the point of being preferred?
We had to PAY for a room at the Sheraton LAX Hotel instead of using reward points. It cost us $100 and then some. The staff on the phone at the main reservations number and when we checked in were shocked that the Preferred Guest Reward staff were not working. After all, they were.
This is unacceptable. We are so disappointed. We plan on thinking twice when making hotel plans at any of your properties in the future.
To help keep me as a potential future customer, I would like the following:
I think we are entitled to at least 25,000 points.
At the very least I would like a response from your company regarding this incident. Thank you for your time.
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