Four Points by Sheraton Customer Service Issues

Hello, I recently traveled to Galveston, TX to visit my family and stay at a hotel due to a medical condition. Unfortunately, there was a power outage during my stay which caused a lot of inconvenience. Despite the situation, the hotel staff did not provide adequate assistance or information. I had to navigate multiple flights of stairs with my back issues without any help or communication from the hotel staff. When I checked out and expressed my dissatisfaction, the front desk staff was unapologetic and unhelpful. The lack of customer service and communication during the incident was extremely disappointing. A fellow guest even mentioned contacting American Express for a refund due to the poor treatment they received. It was later revealed there was an electrical fire on the 4th and 5th floors, which was not communicated to guests properly. The overall mismanagement and lack of care from the hotel staff were concerning. I am requesting a refund and a sincere apology from someone who values their guests. Thank you for your attention to this matter. -Tina M.

During my stay at the Four Points Sheraton in Levi, Canada from August 3rd to the 5th, I booked two rooms. Unfortunately, upon returning after a day of adventures, we found that neither of the rooms had their beds made. Additionally, I encountered issues with the shuttle service to the ferry terminal, particularly upon our return. When I inquired about the shuttle, the staff curtly informed me that it had left promptly at 5 o'clock. Despite observing the shuttle departing just as the boat was docking, leaving my party and me to take a taxi back to the hotel, the staff seemed uninterested in our situation. I believe that given the shuttle driver's prior knowledge of the boat's arrival, waiting a few moments would have been appropriate, considering there were other passengers disembarking. Moreover, the lack of replenished coffee pots added to our disappointment. Following a disagreeable interaction with the desk staff, I chose not to report these issues upon our return from dinner. Despite the frustration, paying over $[redacted] per night, I expected better service and customer care. The confrontational attitude of the staff led me to give up on addressing my concerns. While I do plan to return to Quebec, I will explore alternative accommodation options. Thank you for your attention. Sincerely, Chuck C.

I recently stayed at the Four Points by Sheraton Houston Greenway Plaza and encountered several issues. Initially, there were problems with payment at check-in, and the first room had a sink leak that should have been noticed by the cleaning staff. We had to switch rooms, but the second room also had a leak. Additionally, I ordered food through DoorDash, but it was thrown away by staff members. The staff also rudely rushed us to check out 30 minutes before our approved time. I have receipts for the food orders and other documented issues. I believe there needs to be some resolution to these experiences at the hotel. I am prepared to provide further details and supporting documents to address these concerns. Thank you for your attention to this matter.

I was overcharged after a one-night stay at Four Points Sheraton Hotel in San Rafael, CA [redacted]. They did not inform me about a security deposit hold on my card either during check-in or on Booking.com where I made the reservation. My bank shows a pending charge of $[redacted].00 from the hotel this morning. I involved the police to ensure the hotel returns the money to my card promptly. I am certain that there was no reason for the hotel to overcharge me. I need to speak with someone in charge to ensure my money is refunded promptly.

Hello, I am Gary McDonald, a recent guest at Four Points Sheraton in Kalamazoo, Michigan. I visited with a group of 16 golfers and we stayed for four nights from 6-11 to 6-15-[redacted]. I stayed in room #[redacted]. I checked out yesterday around 9:30 am. Unfortunately, I left behind a box of valuable items such as Scotch, wine, Yeti glasses, ceramic knives, a corkscrew, bar tools, a coffee travel mug, and kitchen accessories. The front desk informed me that the box was found but most of the expensive items were missing. I am concerned about the handling of lost items at the hotel and hope there is a policy in place to safeguard guests' belongings. I have filed a complaint with case number [redacted]83 and contacted [redacted]. Please address this issue promptly. Thank you, Gary McDonald.

Upon checking in, I specifically requested to pay for the room in cash. Despite this, I was informed by the clerk that I would need to wait until checkout to do so. I agreed, under the condition that my card on file wouldn't be charged. However, the night I checked in, my card was charged, resulting in double charges and insufficient funds in my bank account. This business practice seems unreasonable as I had clearly expressed my intention to pay in cash. I find it unacceptable to be charged without authorization. This situation caused unnecessary stress during what was supposed to be a relaxing weekend getaway. I won't be returning to this hotel chain and would appreciate an immediate refund of the amount wrongly charged to my card.

We reserved a family room at Boston Logan Airport Revere for two adults and two children, under booking Ref [redacted]9 for the Langford family on Friday, August 19. Before booking, we inquired about a 6 am check-in on Saturday due to our late flight from LA. Assured by the staff, we paid $[redacted]. However, upon arrival at the hotel the next morning, we were informed there were no available rooms and were labeled as no-shows. The manager's behavior was disrespectful despite our calm explanation. The customer service hotline kept us on hold for two hours before disconnecting. A refund and an apology are requested for this unpleasant and unprofessional experience. Treating customers in this manner is unacceptable.

I recently visited the Hamilton location in Peoria, Illinois, near the Four Points Sheraton while staying at a nearby shelter. I purchased two cups of coffee, a pizza, and a Pop-Tart and sat in a chair near the cafe with my friend. However, after I microwaved my pizza, we were asked to leave, even though there were plenty of chairs available. I felt discriminated against as other customers were allowed to stay after purchasing items. Additionally, the coffee ran out, and the employee's attitude was not welcoming. The coffee I eventually received was of poor quality. This occurred around 8:30 on August 31, [redacted]. I believe that Sheraton should offer a better experience to its customers. Thank you for your attention to this matter. - Tina M.