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Sheraton Complaint - False Info - Telephone Bill
Telephone Bill - Complaint
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.
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.
Comments:
Posted by BEJ on 2009-05-08:
A "Long distance" call is different from an "international" call. Long distance refers to call within the United States. If you had called antoher stated those charges would have applied. An international has different rates and sounds like you were charged correctly. Unless the brochure stated international and ling distance calls had the same rates, you have nothing to go on.
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