Sheraton Complaint - Huge Complaint
I had the misfortune to stay at one of your Hotels, the Hotel Imperial in Vienna, from the 26th to the 29th of January, 2002.
I was appallingly treated by the staff at the five star, 500USD a night Hotel Imperial in Vienna, Austria, a member of the 'Luxury Collection'. They ruined my vacationed, yelled at me, insulted me, wanted to take me for 'a ride' by billing me 600 Euros for three opera tickets I never held in my hand, opera tickets I never recquested, I only inquired about. I was never shown a plan of seatting, never told the cost of the tickets...never as they claim when I said we did not wish to go to the Opera anymore told they would be billed to my account if they couldn't resell them, never told us the time of the function, never communicated to us whether or not they had made the dinner reservations we had asked for. The concierges of this 'Luxury' hotel even dared to importunate us at various times in our room to demand an answer as what would be done with the tickets.
The tickets were to be for the 28th of january. At 8:30 am on the morning of the 28th of january I said we didn't wish to go. I know the time because I went downstairs to use the internet. I was never told they had the tickets and that they woukd be billed. The concierge did not even understand when I told him that I could prove the time of the cancellation of the invisible tickets, for his english is not so good. He understood I had cancelled them through the internet. Without any warning, next day we were billed. How can a five star hotels allow its employees to hassle its guests, to annoy them, persue them, harass them and insult them? How can a hotel manager act as referee, not as a manger who insists on the quality service his staff must provide?
My mother suffered great moral distress throughout this ordeal that lasted for half of the time we had the misfortune of staying there. She was scared, trembling and her blood pressure rose sky high. I am still in shock and disbelief over this. Whoever heard of sucha thing?
But then, to add insult to injury, after I departed I had to regretably, call the Hotel Imperial back, for my mother thought she had left her jewelry case there during all the hassle. And what do I get instead of the solicitous help I expected? (After all service is what is most offered at five star hotels, isn't it) I get berated over the telephone by the concierge! He yells atme, insults me doesn't tend to my request and then hangs up on me. I am appalled.
Never again shall I or any of my frecquent travelling employees stay at another Sheraton Hotel. If I have used this instance it is because the people at the Luxury Collection dismissed my case, unilaterally considering it closed, choosing their staff over what makes them have a job: the customer, ie, people like me. I do not like to have my word doubted, and least of all do I like to be dismissed. I shall not be dismissed. I need an answer from the higher levels, for I know that only they will understand the difference between being behind the counter and in front. The front sustains the behind.
To help keep me as a potential future customer, I would like the following:
I want a full refund and a hand written apology from the Hotel Manager, and both concierges. As soon as possible.
At the very least I would like a response from your company regarding this incident. Thank you for your time.