Sheraton Chicago Hotel & Towers Complaint - Staff Attitude Regarding Company Error

Review by moo73 on 2001-01-08
CHICAGO, ILLINOIS -- On December 31st, I had bought a New Year's Eve Tower Package which was to be for one night for $499. After receiving my express checkout receipt on the 1st, I received a mailed invoice from Sheraton stating that I had checked out on the 2nd. My credit card was billed for $1002.50 instead of the $516.25.

Naturally I was upset since my budget was not for $1002.50. I had called Sheraton on 1/5/01 and spoke w/ Jane. Instead of empathizing or diffusing my anger, she only added fuel by stating that the I was lying that I had checked out on the 1st. She said to me, " How could I prove that I had checked out on the 1st". Even though I had stated that I had an express checkout receipt, she was still sketptical because the computer could not be wrong.

She said that she would have to pass my faxed reciept to her boss, Demitrai Butler, who would contact me the next day. I did not receive any phone call from her and I had to follow up w/the situation on Monday.

I was not happy with the attitude I had received from Demitrai either. Although she said that I would see the adjustments on my next billing cycle, I had never received such a such an uncustomer oriented tone from a "high-class" establishment that Sheraton prides itself as.

As a consumer, I do know that even the best makes mistakes. However how the company elects to handle complaints, mistakes, or any situtation is what differentiates itself from other competition. I had expected more from Sheraton. Sheraton does have nice locations, accomodations and charges a high end price. However it is too bad that the people you hire does not match that quality.

I have no desire to stay at a Sheraton when travelling in the future. I was looking into staying at the Sheraton Chicago Hotel & Towers for next New Years, but have decided to go to different establishment.
Comments:1 Replies - Latest reply on 2004-03-03
Posted by kachalk on 2004-03-03:
This type of complaint I can certainly empathize with. I don't blame him for being upset, and I would've probably taken it a step further!

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