Reach Sheraton Corporate Office 

on 2/9/24

The front office director treated us horribly she overcharged us. Locked us out of our room. We were inconvenienced the minute we were here. We were treated like common criminals. My son is a platinum member here and he is so upset. They evicted us from our room due to us not having enough on our credit card. We stated we were paying cash. We used that card to hold it and used that card for my son to pay graduation costs. The front could not run a credit card or check it so they took my confidential information and copied it on a Xerox I showed them all three accounts and that we could transfer the money now if we needed to. They said no because you paying cash so when we got back from graduation we were locked out the director of the front office was rude and humiliated us the letter was under the room door we could not get in. We gave them a number but the director never called. We even were at the front desk this morning and no mention of there being a problem. They stated in the beginning to just pay the cash when we leave we said ok. We gave them two credit cards as well. When we first got here they were rude and it took over an hour to get checked in. I would not recommend this hotel to anyone! They humiliated us the director had a valet escort us to our room so we could give them the cash. We were treated like criminals in the picture it shows they state we go beyond so you can too with thoughtful service. I don’t think was going beyond at all. I have spent over 6 hours on the phone and been hung on as well. This is the rudest poorest ethical moral business standards I have ever seen. Now it will take 5 days for them to respond because they go beyond. Nope, they do not. They treat you like a criminal. Don’t stay here

Sheraton, No hot water during 5 day stay. We stayed at the Four Points Sheraton in Juneau, Alaska. The staff was friendly, but when we told them on the second day of our stay that I had a warm shower, and it felt like the hot water was not working. They told me that it had to run for 10 minutes for it to get hot. That did not work, and later that day, my husband ended up having a cold shower. The front desk person was friendly and moved us to another room (on another floor). Later that evening, we discovered that our heater in our room didn’t work, so she came up to check and then gave us a space heater. The next morning (3rd day), we discovered again that the hot water was not working. The person at the front desk told us to let the water run for 10 minutes, and that it would work. I did that. Still no hot water. She came up to our room with a key to another room. I asked her if the hot water worked in that room, and she said she wasn’t sure. I told her that I wasn’t moving to another room if the hot water wasn’t working. She went and checked herself, and sure enough, it didn’t work. We ended up not showering that morning, and when we left the hotel for the day, we stopped at the desk and was Assured us the water heater was going to be working when we got back that afternoon. We ended up having ‘warm showers’ that night, but not hot. The following morning, (4th day), the water was not hot again but was assured by the staff that they were “working on it”, and it should be working that day. Again, no shower. On the 5th day, the day of our checkout, it was just cold water. I asked to speak to the manager, but she was in a meeting. When she finally called me, she said she was going give us a full refund, which she did, but that is not my complaint. My complaint is about her, the general manager, Maggie Starring proceeded to tell me that they had been waiting for a “part” coming from Seattle, and that Juneau is a remote town, and things are hard to get up there. Juneau is not a remote town, it is the State Capitol, and it has an international airport. She then told me that I should have gone to another hotel, and it was basically our fault that we stayed and had cold showers. She also told me that “in the future”…. that I should have checked the hotel first before coming up to make sure everything was in working order. She said that I should take this as a “life lesson” that this happened to us. Never did she apologize for our inconvenience and then said “well I was going to give you a refund, but”…. which felt like a threat. She did end up giving it to us, but she basically shamed us and implied it was our fault and not the hotel. I travelled in my career for over 30+ years and have never been talked to in such an unprofessional and rude manner. I would also like to share that they were still checking in guests knowing the hot water was out. I will never stay in that hotel ever again, and will spread the word for others not too as well.

Booked a handicapped rm, was not given 1. Needless to say, I couldn’t shower.

Tracy was a shuttle driver at the Nashville Int;l Airport late in the evening on Nov 11, 2023. I asked to be dropped off at the Airport Sheraton. She explained that the Music City Sheraton and Four Points Sheraton were the closest ones. I was supposed to be picking up a friend’s car after my 14-plus hour trip from Central America. I walked the site at first, not finding the vehicle. On Tracy’s return, she took me to the second location where the vehicle was parked. can’t thank her enough for her kindness and willingness to help an older woman find this vehicle. She is a fine representative of your organization and PLEASE ensure that my appreciation is passed on to her and her supervisor.