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Sheraton Complaint - What a lousy Hotel & Staff
Complaint
NORFOLK, VIRGINIA -- I couldn't even "Share Your Story" on the Sheraton website becuse they limit the characters and want some kind of photo or video. There is no complaint department or company contact information. Here's what I tried to write to them.
We stayed at the Sheraton Waterside Hotel in Norfolk back on November 3rd and 4th of last year to attend a wedding. I just wanted to write and tell you what an awful facility you have.
• The room had very poor ventilation.
• The faucets leak.
• The bathtub is stained.
• There were no condiments for the coffee service.
• The toilet seat is broken.
• There is no continental breakfast which even cheap hotels now offer. We had to eat breakfast in the restaurant which had poor service. To get a cup of coffee we had to walk several blocks downtown.
• The security latch is broken.
• The robe hook is broken.
• The carpet is torn.
• The mattress is lousy.
• Your parking lot is insanely stupid; cars were driving up on the sidewalk to pass each other after the drop off point.
• Only one of our door cards worked the lock and the one that did needed several tries each time.
• We have to pay to park and only get a small discount from the city in a lot that is quite some distance from the lobby.
• Baggage handlers refused to let us use the carts (which were available) to retrieve the luggage from our room. They insisted we had to tip them.
Just thought you’d like to know.
We stayed at the Sheraton Waterside Hotel in Norfolk back on November 3rd and 4th of last year to attend a wedding. I just wanted to write and tell you what an awful facility you have.
• The room had very poor ventilation.
• The faucets leak.
• The bathtub is stained.
• There were no condiments for the coffee service.
• The toilet seat is broken.
• There is no continental breakfast which even cheap hotels now offer. We had to eat breakfast in the restaurant which had poor service. To get a cup of coffee we had to walk several blocks downtown.
• The security latch is broken.
• The robe hook is broken.
• The carpet is torn.
• The mattress is lousy.
• Your parking lot is insanely stupid; cars were driving up on the sidewalk to pass each other after the drop off point.
• Only one of our door cards worked the lock and the one that did needed several tries each time.
• We have to pay to park and only get a small discount from the city in a lot that is quite some distance from the lobby.
• Baggage handlers refused to let us use the carts (which were available) to retrieve the luggage from our room. They insisted we had to tip them.
Just thought you’d like to know.
Comments:
Posted by Skye on 2007-01-29:
http://www.starwoodhotels.com/sheraton/property/meetings/index.html?propertyID=171
Sheraton Norfolk Waterside Hotel
777 Waterside Drive · Norfolk, Virginia 23510 · United States
Phone: (757) 622-6664 · Contact Us · Announcements · Map
click on the contact us area, it allows you to contact them.
Sheraton Norfolk Waterside Hotel
777 Waterside Drive · Norfolk, Virginia 23510 · United States
Phone: (757) 622-6664 · Contact Us · Announcements · Map
click on the contact us area, it allows you to contact them.
Posted by ghostbuster on 2007-01-29:
Gee, is there anything you didn't find wrong?
Posted by rhondam718732 on 2007-01-29:
Some of your Sheraton problems are part of staying at almost an hotel in the U.S. from Sheraton to Hilton, Hyatt, etc. I travel alot for business and in almost every hotel either my card or someone in my group's card was de-magnetized by being placed close to a credit card, eel wallet, etc. The parking situation is one that you should have asked about before booking. Unless you are staying in a smaller city, most hotel lots are fee driven or there isn't a lot at all. And asking for a luggage cart in a hotel with "Baggage Handlers" (thus the name) is going to get you that response. That's their job, they have the cart to do their job. If you take their cart then you are taking one of their tools away and gipping them a tip. The two options in a hotel are to tip handlers to take your luggage or schlep it yourself. They shyouldn't be cheated out of a tip because you want to undercut them. The rest of your compplaints seem legitimate and are not things you normally encounter. The bottomline is that travelling is stressful and brings on the unexpected.
Posted by familytravel on 2007-01-29:
Did you contact a manager during your stay? Otherwise call Sheraton direct at 1-800-325-3535 and ask to speak to someone in Customer Relations about it.
Posted by Dave M on 2007-01-30:
Thanks for the replies. I as the customer should not bear the responsibility of alerting staff to their own deficiencies. Also, I should not need to interrogate prior to arrival on every aspect of the stay. A competent hospitality staff would routinely inspect and take pride in their operation. I've stayed at many lesser priced hotels where facilities and service were exemplary, Sheraton Waterside is a very dissapointing exception. I chose to post on this website because at least it would be seen and perhaps provide some economic incentive for Sheraton to lend it some attention. Calling customer relations would only be personally pallative. The manager can't do anything except place us in another room, I had no reason to expect it would be any better.
Posted by familytravel on 2007-01-30:
I see where you are coming from, but actually, the manager could do more. The manager could either discount your stay or give you a free night. And sometimes when things are wrong in your guestroom you HAVE to let managment know about it. Most Managers don't do a complete walk-through of all the rooms in the hotel...unless your at the Ritz. And really at some hotels room quality does vary. The staff can't read your mind that you are so upset, so it actually is your responsibility as s traveler to tell someone when you are not satisfied!!
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