Posted Aug 17, 2016 on Hotels
We booked a room for 2 Adults & 2 kids, preference for 2 queen beds. At check in, we were given 1 king bed room, however Front Desk lady said 2 roller beds will be sent straight away. We waited for an hour, but no beds were sent. Then they promised to send them by 7pm. Returning at 11pm with my family ready to crash, to our big disappointment the beds were still NOT There! We called Guest Services, they sent us blankets & pillows and said no beds were available, as if we were supposed to sleep on the FLOOR! We called again Guest Services who sent us eventually 1 roller bed and given the size of the room, it cannot fit 2 roller beds because of fire hazard. We didn't ask for 2 extra beds and we didn't want to break any rule, we only wanted a room that fits 4 people to sleep, something we had mentioned and paid for at the booking. We asked David at Guest Services to speak with his supervisor Leo, hoping for a solution. Well, Leo hung up the phone on us! Last thing to expect from a Guest Services MANAGER at a Sheraton Hotel. The only thing Leo proposed was to add SPG points on our account. We simply wanted a sleeping space for the 4 of us.
At time of check out, no further apology or even checking how was our stay. VERY DISAPPOINTING SERVICE! To add up, in the morning I wanted to make coffee, well the coffee machine had been used by the previous guest and not cleaned so I was disgusted to make my coffee!