Sheraton Complaint - False Info - Telephone Bill
NEW YORK, NEW YORK -- During 5th-10th April 2009 I attended a student conference at Sheraton Hotel 7th Av./ 51st street in New York city and I was very disappointed with the service offered.
During our stay we were at no point provided the service of a 4-star hotel. Coffee would some days not be refilled and condiments for coffee were completely missing.
What disappointed me the most, however, was the fact that our room was billed $48,34 for a two minute long phone call to Europe while the information leaflet with telephone prices clearly stated differently. Long-distance direct calls at the Sheraton cost "a surcharge of $1,80 plus 110% over operator-assisted day rates per minute" according to the information leaflet. AT&T charges $0.33/min. Therefore my call should have cost something around $5.
I complained to the receptionist, who was very unfriendly and advised me not to make any long-distance phone calls, because they were expensive. When confronted with the fact that their billing information leaflet contains other prices, she called her colleague who made a 50% adjustment. After paying my bill I received no print-out whatsoever proving that I have actually payed. Seeing me obviously dissatisfied, another employee, who introduced himself as the operations manager, gave me his card and assured me he was going to investigate the issue.
I have contacted the "operations manager" and still received no answer and do not expect any answer soon.
All in all I can say I am very disappointed by the Sheraton experience and hope no "regular" Sheraton clients have to repeat it. I believe it's unjustifiable to advertise for one price in the information leaflet and charge another price upon check-out. Additionally, I was disappointed by the lack of professionalism of the staff, who instead of solving the problem seemed to wait for me to go away.