Sheraton Complaint - Treated like a criminal - Overnight stay

Overnight stay - Complaint

Review by suzipetuzi on 2010-11-17

FORT WORTH, TEXAS -- We reserved a suite on a private floor, but when we arrived, they informed me my room "wasn't available," but they could not offer an explanation. They could only offer us a queen bed on a regular floor. My husband is an EARLY riser, and he likes the freedom of a suite so he can get work done in the early morning without bothering me. We tried to call other hotels, but no one had any vacancies. We finally took the room, and as we were getting settled in, they called to say they'd at least found us a king bed. After finally getting to sleep, we learned our neighbor had a sick baby who cried all night. From 11:30 until 3 AM, we caught 20 minute "naps" between the baby's crying. At 3, drunken neighbors came home to find they were locked out of their room two doors down. Their noise in the hall kept the baby awake for the next hour. Our calls to security were not taken seriously, and the folks in the hall were aggressive, claiming WE were the ones causing the noise, not them. We called for our car, packed, went downstairs to complain to management, and we were shocked to hear there was "no manager on duty." They offered to "comp" the room we didn't want and in which we'd gotten little sleep. My husband was irate, and security decided HE was the problem. They harassed us for almost 50 minutes, because that's how long it took the valet to find our car. By then, Starwood's security had poked and prodded at us for so long that I, too, was raising my voice. Where where they when we'd called so many times about the noise in the hall? They accused my husband, the only sober person within a mile, of being drunk (he doesn't drink!). The "guard" escalated the problem by following us around and watching us when all we wanted was to get our missing car and get the hell out of Fort Worth. I will never stay there again - or at ANY Sheraton, if I can avoid it!