We are staying at The Sheraton in Tucson with cash & points. We are disappointed with the hotel for a few reasons, mainly because the jacuzzi isn't working and we had really hoped to enjoy that on our trip, but also the room is worn (mold in shower, cracked caulking, etc.)

We've stayed at numerous FourPoints, Westin, Le Meridian properties without any complaints but this is our first Sheraton. Maybe this is just something to expect.

Has anyone gotten some points back by complaining about these issues and what would be the best tactic?

 

Best tactic for resolving the issues or for getting compensation?
If it was me i would complain to the Front Desk about those things that I was not happy about and see if they could resolve them.

 

The shortcomings you experienced are not representative of the Sheraton Brand. They are more representative of the Category 2 level that the Sheraton Tucson is. The category is related to their pricing, and pricing is generally related to quality (and location, but.....).

Be thankful that the jacuzzi was out of commission. Jacuzzi's are nasty......
http://www.glamour.com/health-fitnes...-public-h.html

 

Complaints about service are best resolved at the local property. Maybe they will comp you a couple of drinks or a house credit or somesuch.

 

I'd talk to the front desk ASAP. I stayed at this hotel many times - they are really acommadating to guest complaints. All my issues were quickly resolved.

 

I agree with 3544quebec, you should bring these issues up with the front desk sooner rather than latter. I don't believe one should be awarded points for a jacuzzi being out of order unless you had some sort of jacuzzi suite. Even in that case, the hotel should be willing to move you to a new room.

If there is a mold problem and they they don't think it's a big deal I would suggest taking photos of it and passing them along to corporate. You would have a good case for points.

 

Lack of service suggests that you spoke to the front desk and nothing was done. Have you gone to the front desk to discuss the issues you have encountered? maybe they can move you to another room (if this is your 1st day)? Give the hotel a chance to make it right before asking for compensation. If their offer of compensation is not what you'd prefer, make a counteroffer.

 

We spoke to the front desk about the jacuzzi but they shrug their shoulders and told us there's nothing they can do about it because the repair person tried but can't fix it. They didn't offer any compensation. We haven't spoken about the mold/mildue because it seems like it a general lack of property maintenance--there is deferred maintenance throughout the property even though it supposedly was remodeled in 2009. I guess it's a management attitude. For example, a room service tray sat outside one room for two full days before someone came to get it.

I guess I sort of feel that since I'm using points and not much money, I should be satisfied with whatever I get. If I were paying outright cash I'd be more unhappy. It's strange because at almost every other property, the front desk and management fall all over us as Starwood Preferred Guests.

 

You should conduct complaints in a progressive manner: front desk, GM, call center or website. What you get also depends on your status. Just point it out at the front desk that you would want some points compensation because you're disappointed. Make and treat the front desk person like they are going to really help you out. If they give you no satisfaction, write a calm, lucid, short letter about how you expected better. Include the good points in the hotel, and that you tried to resolve this at the hotel directly. Never fails for me when I feel aggrieved which is typically 1/100 stays. I find people who write letters of hyperbolic nature get less.

Remember: SPG charges properties whenever they receive a complaint, so of course they want to resolve it at their level first.

Thanks for the lecture, mom . I won't go in pools or public showers or steam rooms either. Hell, we should remove any public space that involves water. That way it's just, cleaner. We should ban balls in schooyards, too. etcetc.

 

Huh? And this from someone that advises "I find people who write letters of hyperbolic nature get less."

Relax, child.

 

I had similar issues when staying this summer in a Homewood suites for a 3 night award stay. The AC was not working (1 night) and the ice maker was not working (all 3 days). When I complained to the hotel, they said they will give me a best upgrade next time. However I wasn't sure when I would be back, so I asked them for a refund for 1 night. They approved it and got the credit 25K HH points a few days later.

 

I asked the person at the front desk for a refund of points because the spa was broken our entire trip (we hiked 10 miles each day so we were really hoping for that spa) and he credited us back 1,000 points. We paid 16,000 plus cash but it's better than nothing I guess. Thanks for the advice.