Jack X.

Review of Starwood Hotels & Resorts Worl...

I am a full time consultant that travels 300+ days...

I am a full time consultant that travels 300+ days in a year. I am platinum with Marriott and decided to try out Sheraton because it is closer to my office on this project. Called in their "road to platinum" challenge and booked a club level room with club access. When I get to the front desk I inform Devin that I was on the road to platinum challenge and wondered if I could get an upgrade to my room. He condescendingly told me that until you finish the challenge they are not able to do an upgrade, which is fine. but then he lied to to me and told me out of good faith he will upgrade me so I accepted and thanked him. When I reach my room it's not an upgrade but instead it's just 2 queens instead. The room is not well lighted so I proceed to turn on the lights but some of the bulbs were broken so the room is still fairly dark. The AC's pretty high so I went to the shower to cool off. As soon as I turn on the water the handle broke off. OK... No problem... I can still shower I thought to myself. After the shower I realized their curtains were too short so the bathroom's completely flooded at this point. I went to grab a towel and noticed blood stains. At this point I'm pretty irritated and the lounge is closing soon so I run up to the club lounge to get snacks and realize my key doesn't have access. I run back down stairs to find Devin to fix my key all the while rushing to get back up before they close. I waited in line while he chit chatted with the customer in front of me for a good 10 minutes and finally it's my turn I tell him I could not get into the lounge. Instead of apologizing and admitting fault, his first reaction is to blame it on me as he started trying to tell me how I'm not really platinum yet so I will not get complimentary access and so on and so forth. I usually have a pretty good temperament but at this point I've had enough. First off, I BOOKED a club level room with club level access so it has absolutely nothing to do with my membership level. Secondly, don't lie to me and tell me you've upgraded me and act like you're doing me a favor when you didn't. They room you switched me to is probably worse than the one I originally had, and now you're wasting my time making me miss the lounge operation hours. I really hope this is not a reflection of the quality of service this hotel has to offer and I definitely hope Devin is not a good representation of the quality of the service the staff can provide. I am very hopeful that my next stay will not be as bad and I would highly advice management to re-train Devin so future incidents like these would not happen.