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Mad Guest

5/10/12

The Arlington Pentagon Sheraton in Virginia. The mgt are Liars and time wasters.
I left personal belongings in the room. I went back 2 months later on my following trip to DC to pick them up and the housekeeping mgr admited that the person who cleaned my room that day had seen personal bedroom items and threw them away that day. He went on for an hour on the phone saying how sorry he was and he was going to replace my items by check and for me to just list what I left. I went on line replaced my items and faxed them over as requested. I did not her back from anyone. 3 days later I called and another man told me that the hotel was only responsible for 60 days for guests property. The previous gentleman told me 1 year. So one is lying. On top of it why would one person say they would refund my items and then turn around and tell me they were not going to replace anything. To make a long story short I am taking them to court. Beware. Do not leave ANYTHING behind because they will probaby tell you they only hold items for 3 days and then throw them away. It would not suprise me at all.

Mr. S

4/3/12

This is by far the worst customer service I have had from a hotel. I recently booked a business trip at the Westin Key West Resort. I had to change my reservation because of an unscheduled conflict. The Hotel management would not give me the time of day. I tried several times to reach an agreement to no avail. The General Manager did not even return my call. I am shocked and dissapointed with the customer service. I feel so strongly about it that I had to comment. No one seems to have the authority or desire to help the customer. No one had the decency to listen to my concerns and be somewhat flexible with my reservation.

3/18/12

Recently i stay with my wife in a buisnes trip in the Sheraton "Hotel" in darewood Jacksonville Florida. We had a nice stay until we were cheking out and we find out we were geting charge with a dinner fee we didint consume at all. In a polite matter i ask for the manager who didint care at all, we explain to him the situation and he just take out the charge we were arguing about and walk away. Thats not the way to treat with costumers in the service idustry. I hope someone in the directive board of the company read this statment and take care of this manager and his employes who were the only ones who new our names and room numbers. I will do the best i can to spread to all the people i know about this horrible and bad situation we had. By the way i work in the hotel busines and iam proud to say The Ritz is one of a kind in costumer care and satisfaction...

Louis Ligthart

2/28/12

I've had written confirmation of my booking dates: 26 Feb - 01 March. Thet had my checkout as 29 Feb. I asked them to change it. The next day I went down and I had to ask them again to change it. Tonight I get back to my room and there is an account "because I am checking out tomorrow". Does it take 4 time to ask the same thing, every time go down with my credit card, etc., and to get it wrong constantly? Secondly - the front office managerf - John Williams - is NEVER available. He is either "in meetings" or :has already gone home". Lastly, the aircon in my room is not working properly. The engineer was here this morning and he said it is because the hotel is running on generators. I couldn't sleep last night because of the heat, and it seems tonight will be the same once again. I am staying here with 8 of my colleagues - 9 people in total from one company. They have all had similar experiences. I need to come back to Lagod for another three weeks, and if this is how helpful and available staff is, then I will most definitely choose another hotel as the Sheraton in Lagos is by no means a cheap hotel. For the past two hours they've been sending someone again to come and look at the aircon in my room - I am still waiting for this elusive person that has been on his way now for two hours. This level of service is in the same class as Air Nigeria. If you don't know what I mean - go and take a flight on them and find out for yourself.

mainman822

8/30/11

DON'T DO IT THE SERVICE IS VERY POOR AT BEST THEIR CUSTOMER SERVICE IS WORST!!!!!
I recently booked reservations at not 1 but 2 starwwods hotels this year. I booked reservations at the Westin Casuarina Casino and Spa in Las Vegas but do to an emergency I had to cancel my reservations. I recieved confirmation of the reservation because I canceled online. I also had reservations at the Four Points Sheraton in Pittsburgh near the Airport which I also had to cancel. I didnt receive the confirmation for this cancellation as a result the Hotel charge my credit card for a no show. The charge was 101.00 which Ive tried to get credited back to my charge. Ive talked to at least three different people at Starwoods Corporate office but to no avail. I guess these people don't know or don't care about anyone else's current economic state. They don't care how hard a person has to work to make 100.00. When I first registered as a Starwwods member I thought there would be great value in this membership,but just like all the other memberships theyre filled with empty values,empty promises,and empty rewards. I achieved GOLD STATUS because of the number of stays at a Starwoods featured hotel or resort but that means nothing. Ive had several complaints about my stays that went unanswered.My account was credited for the 101.00 that the hotel charged me then 3 days later the charge mysteriously re-appeared. The people at corporate said that they have to act as a intermediary between myself and the Hotel to get my moner refunded. WAIT A MINUTE... LAST TIME I CHECKED IN THE HIERARCHY OF THE CORPORATE STRUCTURE DECISIONS ARE MADE FROM THE TOP THEN PASSED DOWN> WHO WORKS FOR WHO? !!!!

Julius Farrar Jr

6/13/11

I was calling your Westin Resort in Maui, to speak to the front desk. I called the hotel number of 808-667-2525. When i called the hotel at 9:30 am their time the hotel operatot answered after 2 rings.. i asked to please speak to the front desk. It rang for about 2 mins and No onle picked up or no voicemail. I tried again 3 min later, the same result. If they were busy they could of picked up and inform (Could you please hold). Could you please looked into this issue. I am heading to Maui to get married. I am a SPG member.. # 719627092. I was calling to see if i could get a UPGRADE TO A SPECIAL ROOM.

Thanks for looking into 2 this matter.

Kenneth Brown

5/29/11

I had a pre-paid reservation at the Westin Atlanta Airport Hotel and checked in and since I am currently a Gold Starwood Preferred Guest, I was assigned the Junior Suite on the 6th floor. The hotel had been recently renovated so the carpet in the suite wasn't stained like the Westin Peachtree Plaza Atlanta, which I consider a ghetto hotel, yes all 73-stories of it. Anyway the Junior Suite looked like it hadn't been dusted in months, and when I picked up the lamp off of the end table, it was actually stuck to the previous furniture polish. And just like the Westin Peachtree Plaza's Suites and rooms, it had that damp, musty smell. This hotel does not have the TV station where you can monitor your folio. I asked what the incidental policy was and the clerk told me $50 a night. Usually any other hotel will let you put down any amount over $50 for your stay. I had planned to put down $300 but was informed that they only accepted $50 at a time. Get real, dinner and drinks would be over 50.00. So in all this confusion I made a mistake in manually counting up my incidentals. I got a knock at my door and it was an Indian female supervisor that asked how I would cover my charges, so I got on the phone and got my bank and was talking to the Customer Service Agent, so while this was going on a African-American supervisor entered my room in the hallway that leads into the living room. Then their head of Westin Security and another security associate entered the room, the in just a few minutes two police officers entered the room and stood next to the entrance to the bedroom about 5 minutes. As I was working to get funds transferred to the bank card I used at the hotel, I was almost finished, but the head Security Officer yelled out, "Mr. Brown we are now going to need for you to vacate the hotel!!", then one of the police officers slammed the phone down while I was still talking to the customer care associate, and then told me to stand up, handcuffed me, took me down to the lobby level, paraded me around as if the staff wanted to use me as a warning and then charged me with Theft of Hotel Services, and sent me to jail until my family could make the long drive to College Park, GA to bail me out.
I have been associated with Starwood Hotels since 1976 when I was only 13. I first stayed in the Westin Peachtree Plaza, which at that time was a Western International Hotel, and later changed to Westin. This has never happened to me in my entire life, but I just want to pay what they say is the balance even though I found some discrepancies, and have the hotel drop this Misdemeanor charge. I mean they acted as if I owed the hotel $1000 or even more. I don't know after this brusing experience if I will ever stay in a Westin or Starwood property again. I have joined the Marriott Rewards Program, and I will see how that goes. But I must say I am still in a state of shock and it will take some time to get over this experience at the Westin Atlanta Airport Hotel.
Does Starwood value my decades of staying with them, whether it be a weekend getaway or vacation, or am I just another Starwood number that is expendable?
And like the post above I am telling everyone about what happened, and they as I feel it was so much OVERKILL, and the sad thing is, I am a good and honest person, and something could have been worked out. The staff DID NOT have to send me to jail, they were rude, deviant, militant, and just outright mean. I hope someone will read this post because I have always loved Starwood Hotels, but the Westin Atlanta Airport Hotel, I will NEVER, EVER step on thier property again.

Freddie PI

5/6/11

I had the misfortune of parking my car in the Sheraton Anaheim parking lot. My wife and I had spent a pleasant day at Disneyland, and we were on our way home. I found myself having to deal with a very evil person working the front desk by the name of Monique. All I wanted to do was pay for my parking. Apparently I was in the wrong line/location. This lady told me FU** YOU while at work and working the front desk,with customers in the lobby. If this is the type of person your hotel employs I will never step foot into another Sheraton Hotel again. I will tell all my friends & family about my experience and anyone else that will listen.
Prior to it escalating to the FU** YOU told to me by Monique the night manager, Omar Aburto had a chance to have a word with her and she was just as defiant . I told her I would talk to her day manager, Eric. She told me she did not care and I believe her. The question is, do you care? ParishPI@yahoo.com

X customer	3/3/11
The element times square....... my god what the heck were they thinking. Starwood has made a fortune pushing this royalty program, but these hotels are both horrible to stay at as well as work. They push a friendly and happy atmosphere but hire ghetto thuggy people to work at their establishment. I will never ever stay again and will devote part of my days to assuring nobody ever stays here.

Susan Vilarino

1/21/11

Dr Susana I. Adriana Vilari�o
Buenos Aires

Argentina

Sheraton Hotel Headquarters

Dear Sir/Madam:

When I chose Sheraton Chicago & Towers (301 E North Water st., Chicago IL 60611-4534US) I didn�t expect to have so many problems.

I arrived October 5th and I asked in reception to add my points to American Airlines, because I�m a frequent flyer and my gold card is JWB0004, the receptionist answered that it wasn�t possible and I had to do it myself with the receip (I was told otherwise by A.A.). When I expressed my dissatisfaction with the room but they didn�t meet my request, I decided to write a note to give to the manager where I explained negative aspects of the room: the bathroom did not meet its4-star standart and had a broken floor. As a response to Mrs Tamme Mahr sent me a note telling me that if I wanted to talk with her or the manager I should ask for them. My answer was if they wanted to talk with me to please call me. I later received a phone call from an assistant (whom originally I thought was the manager) in order to make an appointment however the lack of interest of the manager made me desist and I wasn�t treated adequately by the assistant.

On October 7th someone from the reception called me to give me an envelope. I asked about another one (or a package) and she answered that there wasn�t anything for me. As I had received a message in my phone, I asked again on October 8th if there was any package for me in reception but they answered there wasn�t. I told them that Mr Harrison had received some packages for me on the 6th and I was told to go to business center where there was one package for me but when I asked Mr Harrison about the others, he answered that there wasn�t anything suggested I ask again in reception.When reception saidthey didn�t know anything about it, I insisted again with Mr Harrison and he gave me a second package. Although I asked about some others and he said nothing else was for me.Futhermore , I knew from a message in my phone that there was a fax for me ,when I asked in reception they denied any fax when I insisted I was told to wait and finally I received my fax.

When I came back to my country, two others packages stayed in the hotel and I have had to ask another person to go to Chicago to pick them up�

Last week, I wanted to use my Dinners credit card. After some problems, City bank informed me that I had been charged for the room in the Sheraton Chicago which had already been paid by American Express credit card.

I didn�t think I was going to receive such low quality service in such as important hotel as the Sheraton, I was dissapointed by this bad experience. I don�t know what it would happen if this matter were to be known, this could generate bad publicity for the image of your hotel chain.

Hoping to hear from you

Best regards

Sincerely

Dr. Susana I.Adriana Vilari�o

e-mail: adrivilarino@yahoo.com.ar

Cody

1/3/11

We stayed at their Westin Hotel Park Central--Dallas, Texas. When we arrived, it was very warm in the hotel, asa well as when we got in our dirty room. We turned the air down and went for some drinks down stairs and had to fan ourselves, later on we went back to the room and was still hot, so we packed our bags and went back down and asked to just refund our money after they didn't offer any help, then the guy w/o a name tag stepped up and said we could just leave, after asking his name and no response, I got my cell phone out to take his picture and show who he was to their corporate supervisors, and he took off to the back and called the local police. Not sure what he told them, but when three cops showed up and their attitudes, it was clear he had made up a lot of info! After the cops questioned us they said they'd be more upset than me and laughed at what the desk clerk told them was going on, needless to say the clerk didn't want us to stay that night or the next night we had booked. Then we had to leave our car and take a cab becuase we had a few drinks and weren't going to drive. We tried contacting the Starwood Co. and they will not refund our money because of what the desk clerk told them, said he was in fear of his life and the lady at the customer service was on his side and said "you can't just take peoples photos". We had the most horrible time with the whole staff and hotel--from desk clerk to customer service. I doubt we stay with this chain again. And hind sight---should have read reviews, of how that particular hotel is always hot, and how the service is within this chain.

Kristen

11/6/10

This is one of the worst hotels we have stayed at
My husband and I have done extensive travelling. I feel as though I am in a motel 6 not a Weston resort. It is very plain with damage throughout. The floors are so dirty that my 9 month old twins pajamas are covered in dirt as though they had been crawling around outside. We complained and nothing was done except to offer to clean their pajamas. There was no follow up from the staff. And upon arrival we had to wait over an hour for their cribs to be brought up. This hotel is representative of a $50 dollar a night hotel, not $400. Will never, ever stay here again. May never even stay at a Weston again and will be contacting corporate and also writing a review on tripadvisor.

Kristen	11/6/10
Oops forgot to mention this was the key west resort.

mystry interviewee

10/18/10

I had a chance to visit the front area and back area of this quite brand new (!) hotel very recently for an interview purpose. i m lucky i spent years in US & Uk and I did visit France couple of years and i was in touch with hospitality study and work in those countries. i m afraid im not that genius ( STAR awarding Body ) who usually visit a hotel and check each and everything seriously before they rate a hotel BUT in my observation this hotel can't be a 5 star category anyway. small entrance, dirty lobby area, definitely not a sensory welcome, didn't found any senior personnel usually duty manager should be there, dusty and dirty chairs, NO glass separator in between smoking and non smoking cafe lounge area (!) , there were no information at the concierge desk about interview and i had to look for the person who invited me to sit for interview, And the back area??? i believe any good establishment ensure a clean , tidy and pleasant atmosphere in its front as well as its back area. very poor condition in the back area ( Its a new establishment), wasn't tidy at all, Air ventilation system is too bad ( I found few staffs were friendly and they were sweating ) it should be central-ed air condition but air flow was poor. finally i met the person who helped me to see the Manager. though i wasn't happy with the poor judgment of the interview but i found this gentleman is nice indeed and i found the office tiny and not really goes with a department Manager�s office of a five star hotel.
and finally the staff Entrance / food receiving/ leftover discharge area -i found it dirty is not hygienic at all. A high chance of food contamination! HACCP is definitely wrong I believe over here . its not that i wasn't offered a suitable position and im writing this review with a hostile attitude, but i was determined from the beginning not to join this hotel as soon as i arrived into the hotel. it kicked-off bad impression ! Westin's core values centre around personal, instinctive, renewal, ensuring that guests feel better when they check out than they did when they checked in. Westin guests experience a "sensory welcome" !! Hello Westin Dhaka, BD Wake up!!! you have to go a long way to achieve this core values !
i lost my faith on this brand ! And to the honorable Guest> Good luck with your stay with this hotel!

thank you
from dhaka, bd