Sheraton Hotels Customer Service Issues

I am attempting to book the 40% off next night promotion, but the system is indicating that I do not possess an American Express credit card. The terms and conditions specify that reservations can be made online through this offer or via a Starwood Customer Contact Center, with the promotion code ZB4. A minimum of two consecutive eligible nights is required for hotels, while the requirement varies for resorts. The offer provides 40% off the best available unrestricted retail rate of every second eligible night. Free night awards cannot be used for the initial night. Various restrictions like blackout dates may apply, and the offer is not applicable to groups. There may be a limited number of rooms available at the discounted rates. Note that rates are per room, per night, based on single/double occupancy, and exclude additional charges and taxes. The promotion is sponsored by Starwood Hotels & Resorts Worldwide, LLC, a subsidiary of Marriott International, Inc.

My name is Israel. I applied for a position back in July. However, in August, I received an email stating that my application was unsuccessful and that there were no more vacancies in my country. It was mentioned that Sheraton has opened an annex in Canada with available positions. I applied for the position after receiving the application pack. I have been diligently following the process and responding to all instructions. Recently, I received an email informing me that my application was successful, and I have been offered the position of Hotel Secretary. Just last week, Canadian Immigration requested my offer letter from Sheraton. I promptly requested and received the offer letter. In the offer letter, it was stated that I may be asked to pay an application fee by Canadian Immigration, for which the group will not be responsible. I would like some clarification on whether the offer letter indeed originated from Sheraton.

Hello, I am reaching out regarding an issue I have experienced recently with Sheraton. Initially, I raised a concern with them about a £50 hold on my card that I wasn't informed about. However, the bigger problem arose when I discovered an £80 charge from Sheraton Grand Edinburgh on my bank statement. This charge was unauthorized and incorrect, as I should not have been charged £80. I find this situation completely unacceptable and concerning, especially since I had to discover it through my bank statement. I urge for swift resolution and appropriate compensation to avoid escalating this matter further. Your prompt attention to this matter would be greatly appreciated. Thank you, D.M.

Due to the recent earthquake in Puerto Rico, the ELEVATE [redacted] Blackboard event scheduled for the week of January 13, [redacted], was cancelled. Following the cancellation, we were informed that all room reservations made for the event were automatically cancelled. However, the Sheraton Hotel in Puerto Rico has charged a fee of $[redacted].39 citing a no-show policy. Given the unforeseen circumstances and the lack of specific instructions regarding individual cancellations in the notification provided, we believe this charge should be waived. We deeply regret the circumstances that have led to this situation and hope for a resolution soon. While we cannot be held responsible for these events, we kindly request a refund for the charge incurred. Looking forward to a possible rescheduling of the event in the future. Reservation No. [redacted]8 Guest: M. Gavela

I visited your hotel in the past 3 days and interacted with a woman named Sandra Hernandez at the front desk. Her demeanor was unfriendly as she failed to greet or smile at us. When discussing parking passes that we did not use, she argued in front of other customers. Sandra seemed more concerned about our departure time than addressing our parking pass issue. I believe her behavior reflects poorly on your company and shows a lack of loyalty or customer care. If retained, she should be kept away from customer interactions due to her rude and unhelpful attitude. I left the interaction feeling disappointed and do not plan on returning to your resorts in the future. I expect compensation for the inconvenience, especially since this situation impacted my guests, including postponing a wedding. Thank you, Vito B. adevelasco1@[redacted]

I'm currently staying at the Gateway Sheraton Hotel near LAX Airport in Los Angeles, California. When I exited the elevator, I immediately detected a strong odor of marijuana and cigarettes. The smell followed me into my hotel room, possibly through the vents, triggering severe headaches and dizziness as I am sensitive to smoke. I hesitated to inform the front desk but eventually called after feeling unwell for a while. Although Sheraton is a smoke-free establishment, guests were openly smoking, disappointing me. The staff said they would alert security. I'm unsure if security checked our floor, but the pervasive smell persists, causing discomfort. I can't leave due to a non-refundable booking through Priceline. I'm hoping to change rooms, even to a different floor. Is it possible to switch during my stay? Please respond via email when convenient. Thank you.

Dear forum members, During my recent stay at the hotel from September 8th to 12th, I encountered several issues that I would like to address. As a frequent guest at various Sheraton locations, I must express my disappointment with the experience at this particular hotel. Firstly, upon entering the hotel, I noticed a strong smell of smoke that persisted throughout the premises. This unpleasant odor even extended into my room, making the stay uncomfortable. When I inquired about this issue at the front desk, I was informed that nothing could be done to address it. Additionally, the cleanliness of the room was below standard, with the toilet being dirty and the sink containing toothpaste residue. Despite requesting housekeeping to return at a later time due to social distancing concerns, they never did. Moreover, the noisy environment in the hallways disrupted my rest, with disturbances occurring late at night. Attempts to seek assistance from the front desk regarding the noise issue were unsuccessful as no action was taken. Furthermore, the parking situation was inconvenient, with high daily charges and limited availability of parking spots, causing inconvenience and frustration. Lastly, I observed a safety hazard on the 5th floor where a fire door was being propped open with cardboard, posing a risk in case of an emergency. I hope that the management will address these concerns promptly. The overall experience did not meet the expected standards of a Sheraton hotel, and I am requesting a refund for the stay. I trust that the necessary steps will be taken to rectify these issues and improve the quality of service provided to guests. Sincerely, Sabina Riggi

We booked a room for 2 days on Thursday, but it wasn't available, so they upgraded us. When we wanted to extend our stay, we were initially told they couldn't move us despite knowing about the upgrade. However, today, they are now trying to move us, which has left us feeling frustrated. We have followed all hotel rules, tipped the bellmen, and been great guests. We had grown fond of our new room and feel disappointed that they might not honor our extension as promised. It's inconvenient, especially now that they are suggesting we have to check out and check back in at 3pm, which seems unnecessary and frustrating given the circumstances.

Hello, I have been a loyal Marriott customer in the USA for over 15 years. Recently, during my trip to Istanbul, Turkey, I had a disappointing experience at a Marriott hotel there. Despite having all the necessary documents confirming my reservation and payment, I was not allowed to check-in due to issues with a third-party booking. This led to me having to pay for another hotel for the night at double the cost. Furthermore, the bathroom door in my room was completely broken and could not be closed, causing a very uncomfortable situation. Despite my requests for it to be fixed or to be moved to another room, the hotel did not address the issue. It is unacceptable for a supposed 5-star hotel to have such maintenance issues. Additionally, I was surprised to find that there was no coffee maker in the room. Even budget motels usually provide this basic amenity. Overall, I am extremely disappointed with the quality of service at this hotel and feel it does not live up to its 5-star rating. Thank you for considering my feedback.

Hello, I encountered an issue with my recent reservation (Conf # [redacted]4) booked through Expedia at the Sheraton San Diego Hotel & Marina. Upon arrival on May 21, the valet directed me to a different property, the Sheraton San Diego Hotel and Marina Bay Tower. Despite being on their list, this unexpected change was disappointing. Although I refrained from causing a scene during my anniversary celebration with my wife, our stay at the Bay Tower lacked amenities like valet parking, room service, and staff at the coffee bar. Despite reaching out to Sheraton and Expedia afterwards, the matter remains unresolved. As a result, I have initiated a dispute with my credit card company. This experience has left me feeling dissatisfied and undervalued as a Bonvoy member. Sincerely, N.S.

I had to reschedule my stay at the Sheraton Grand Hotel in Chicago due to testing positive for COVID. I contacted Priceline, who spoke to the hotel on my behalf. The hotel requested proof of my positive test, which I provided via email. Despite multiple attempts to communicate through email, Facebook, and phone calls, the manager has not responded. Finally, on 6/20/[redacted], the manager emailed me but was unhelpful, directing me back to Priceline without addressing the proof of COVID I provided. The issue remains unresolved.

I recently checked out of the Sharatan City Hotel in Indianapolis on July 15th. Upon returning home, I noticed that I was incorrectly charged for breakfast each day despite having a corporate rate (Lilly) that includes breakfast. I contacted the hotel on July 17 and July 21, both times being assured the issue would be resolved promptly. However, despite calling again today, I have yet to receive a response. It is crucial for me to have the original bill corrected and re-credited in full to properly file for expenses with my company. This experience has been disappointing, especially after an otherwise excellent stay at the hotel.

Hello, I apologize for the direct approach. I am Pantelakis E. and a realtor at REMAX in Athens, Greece. I have a few assets in my portfolio that might interest you. I would like to share some with you for your consideration. Please take a look, evaluate them, and let me know if anything catches your eye or if there is something specific you are looking for that I can assist with. Here are some projects: 1. Property in Dafni: - 18 apartments with 1 bedroom, 1 bathroom, living room with kitchen - Located near Physical Education Academy, Agios Ioannis & Dafni metro stations, and Vouliagmenis Avenue - Total building area around [redacted] sqm - Asking price: 1,[redacted],[redacted] euros 2. Hotel for sale in Athens: - 4-star hotel with current income - Total construction: 7,[redacted] sqm - Asking price: 23,[redacted],[redacted]€ (negotiable) 3. Land for sale in Santorini: - 24,[redacted] sqm land with private beach of 300m - Potential to construct 4,[redacted] sqm houses or 9,[redacted] sqm hotel - Asking price: 5,[redacted],[redacted]€ 4. Building in Syntagma, Athens: - Total construction: 8,[redacted] sqm with additional potential sqm available - Includes 7 stores with €[redacted],[redacted] monthly income - Can be converted into a hotel - Asking price: 65,[redacted],[redacted]€ (negotiable) Please let me know if any of these interest you, so we can discuss further. Additionally, I have a chain of hotels, villa houses, and luxurious apartment projects available. Thank you.

After our stay at the hotel, my husband and I were surprised to see multiple charges on our bill that were not explained to us. The front desk staff was unhelpful and couldn't confirm if our security deposit would be refunded, despite no damages. The service during our stay was subpar. We had to request bed pads four times before receiving only one thin sheet. The check-in process was chaotic, taking an hour to get through the line and another 30 minutes for key cards. The bed was uncomfortable, the walls thin, and the cleaning staff intrusive. The baggage handler was rude to us and other guests. We have tried contacting the New York Times Square Sheraton multiple times without success. This experience has been extremely disappointing, and we hope to resolve the billing issues promptly.

I am looking to book a five-night stay and shuttle service at the Sheraton Lisbo Hotel and Spa in Lisbon, Portugal. We will be staying there after a Gate 1 cruise on October 24th and 25th. We want to extend our stay from October 26th to October 31st before flying back to Portland, OR at 3:25 pm. Gate 1 mentioned a quote of $1,[redacted].00 for the five nights in a twin room with breakfast, along with the shuttle service to Lisbon Airport. I was advised to contact the hotel directly to arrange this booking. The reservation will be under the name of Thomas and Betty Mock for the stay starting on October 24, [redacted]. Any assistance you can provide would be greatly appreciated.

I recently contacted one of your Boston properties recommended by staff at Boston Children’s Hospital for a discounted rate for families with hospitalized out-of-state children. The hotel's services were full, so they outsource. The woman I spoke to rudely denied any discount, despite the hospital's referral. Feeling dismissed and burdened, I persisted and was passed to a more rude supervisor who abruptly disconnected our call. As a frequent traveler, the lack of compassion and assistance in a time of need was disheartening. Regardless of the hotel's luxury status, basic courtesy should be expected. The disappointing experience has left me with a negative impression of Sheraton hotels, and I will not patronize them in the future.

During a recent visit to the Airport Sheraton, I found myself in a difficult situation. After experiencing car trouble and needing assistance, I called [redacted] for help. Despite not being a guest at the hotel, I requested to use their phone to contact a friend for support. Unfortunately, there were some misunderstandings, and I encountered resistance when trying to access WiFi. I appreciate the assistance I received from AAA and eventually getting a Lyft voucher. It would have been helpful if the staff member I interacted with had shown more empathy towards my situation and understood that I was genuinely seeking aid during a challenging time.

I am reaching out regarding a billing discrepancy I recently discovered on my credit card statement. Upon reviewing my charges, I noticed that I was billed for a reservation, Itinerary # [redacted][redacted], that I had canceled over the phone. I distinctly remember canceling this reservation with Sheraton Denver Downtown Hotel back in March, yet I was still charged $[redacted] for it. Additionally, there was a separate reservation under Dyno Nobel for the South West Fertilizer Conference, which was utilized and paid for correctly from July 16th to July 19th. It seems that there may have been confusion between these two reservations leading to the erroneous charge on my card. I kindly ask for your assistance in resolving this matter by refunding the $[redacted] back to my account.

Dear Community, I made a reservation back in June [redacted] through Booking.com for the Sheraton Miami Airport hotel. Sadly, upon trying to pay, my card was declined. I decided to book at a different hotel. Surprisingly, the Sheraton Miami Airport still charged my card. They were unhelpful over the phone and insisted I visit in person for assistance. During my visit, the reception staff was rude and refused to assist me further or connect me with a manager. They suggested I call back later. Since then, I have been in mediation to resolve the charge issue as I never stayed at the Sheraton. I have proof that the hotel processed the payment despite Booking.com rejecting it. I request urgent attention to this matter, as the hotel's lack of accountability and poor service have been frustrating. I generally choose Sheraton for their reliability and guest service, but this experience has been incredibly disappointing. Best regards, S.M.N.

Good morning, I am shocked and disappointed by your decision to allow an individual known for their strong anti-Israel views to speak at your Sheraton Wrigleyville hotel. As a loyal patron of Sheraton and Marriott hotels, I cannot support hosting someone who openly expresses hatred towards Israel and its people. I have stayed at your establishments across the country, but if this event proceeds, I will no longer choose Sheraton or Marriott for my accommodations. I am a proud resident of Arizona, born and raised here, and a retired first responder. I plan to share this information with my network of friends, family, and fellow first responders to urge them not to patronize Sheraton/Marriott properties. It is disheartening to see a person with such disdain for Israel given a platform at your hotel. I hope you reconsider this decision. Sincerely, Rollie L. from Prescott, Arizona