Larry Liang

Review of Sheraton Phoenix Downtown

Writing from the hotel room right now. Woke up thi...

Writing from the hotel room right now. Woke up this morning with the room freezing code. Called front desk at 7. The lady offered to send someone to the room to check. I refused because neither I nor my wife was properly dressed. Then she basically said she can t help us. During this whole exchange, there was not a single offer of apology. I asked to speak to a supervisor, and was told no one was available. Called back later and talk to the front desk manager, Zach. After I complained about the attitude of the previous lady, I was offered one sentence of apology, and then he went on to lecture me about why there is nothing they can do, and seemed to imply it was all my fault. As a guest, I understand equipments sometimes malfunction. If it can t be fixed immediately, at least be respectful and apologetic. This confrontational approach to dealing with customer complaint is completely uncalled for.