Jim Mallory

Review of Sheraton Frankfurt Airport Hot...

OMG where do i begin.

OMG where do i begin.

The stay was great. Great room and very attentive staff. I had broken my leg and needed wheelchair assistance to manuever in this huge hotel. The staff was very accomating.

I used points for this 3 day stay as I had to stay at least 3 days taking heparin treatment before my 10 hour flght home. As I had purchased travel interruption insurance, I needed to get a cash equavalent for my points in order to submit a claim for the interruption. It was, to me a simple request--what would have been the Euro rate for the room I was in for 3 days/nights. It took many phone calls to the hotel, the Sheraton , to Marriott, many emails and they continued to screw it up. At one point they CHARGED me the fee equivalent which i had NEVER asked for. I just wanted to know the amount. It tool more than a month to get these people to reverse the charge. They continued to tell me they had made the credit, but it did not show up on Amex. With my continued, terse and ever increasing and obvious dissatisfaction, I finally got the credit---weeks after they said they had processed it---obviously a lie. Why lie?

At one point, a Marriott person asked me to not use large font size in my emails advsing that i was fed up with them not doing what they said they would do. He said, they could not maintain professionalism when I use large size font. How uttery stupid that statement is. Professionalism dependent on font size? These people need remedial training. How can font size cause someone to not be professional? How utterly stupid.

Marriott has its work cut out for dealing with the Starwood acquisition as it relates to these inept people. But remember, the staff who reguarly interact with the guests were wonderful. The people behind the scenes in finance are completely inept and they lie--that is my experience and not up for debate.

Sad, were it not for the probem with my request for what the rate would have been had I not used points, I would have given this hotel 4 stars. The inept people I dealt with are the SOLE cause of the 1 start rating.

You make your decision about staying here. I won't be....EVER.