Sheraton Suites, Key West, FL - terrible stay experience

# 32 for May 20, 2003

Complaints.com received the following on May 19, 2003:

From: Email User

RE: Sheraton Suites, Key West, FL - terrible stay experience

To Whom It Would Concern:

I would like to register my complaint online. I stayed at the Sheraton Suites and I had terrible customer service. Thus, I addressed to them the following letter: Just recently, three of my friends and I stayed at your hotel, The Sheraton Suites in Key West, Florida for our Easter Break. I did not have the stay that I expected. We had several incidents that I would like to bring to your attention to demonstrate why.

When I first got there we were not able to check in because one of my friends had made the reservations and we arrived earlier than she did. The front desk told us that we were unable to check in until she arrived. We waited a while and this other group had the same problem and checked in immediately. I walked up to voice my concern and the man was rude and still did not help us.

After my friend arrived and we checked, the man said that the credit card would not be charged, but it would be there to hold the room. Yet when we later checked out, we were handed a credit card receipt. We could not pay in cash which was the complete opposite of what was said when we arrived.

When we walked down to the pool and were asked to leave because we didn't have wrist bands. They told us then that we had to pay an additional fifteen dollars per person to sit by the pool. When we were making the reservations we were unaware that the access to the pool was not included in the $256 a night hotel stay!

Later when we went to our room there were no towels and the sink did not work.

I called the front desk and asked for someone to come to my room and explained my problem and the front desk said that they were going to send someone to the room. A day and a half later someone came. The next day the room was not cleaned and no new towels were sent to the room.

Overall, I was very disappointed in the customer service provided by Sheraton Suites. Being from Ft. Lauderdale, I make trips to Key West about once a month. Friends of mine go all the time. Until this last incident, I always stayed at the Sheraton Suites. I recommended it to all of my friends. I had confidence in the service and atmosphere. That confidence has been shaken. To restore it, prove to me that these issues have been addressed. I would like to register this complaint with your webpage. If there is more that I must do, please return e-mail me any further instructions.

Thank you for your time.

Sincerely,

Heather McKenna