Stacey Heasley

Review of Sheraton West Des Moines Hotel

HORRIBLE CUSTOMER SERVICE: I ONLY GAVE 1 STAR BECA...

HORRIBLE CUSTOMER SERVICE: I ONLY GAVE 1 STAR BECAUSE I HAD TO RATE AT LEAST 1 TO FINISH THE SURVEY!I booked my room earlier in the day on may 17 and told them it would be a late checkin since i had hours to drive and needed to be there for family in hospital early next morning. Staff told me it would not be a problem as long as it was brfore 10pm. I told her it would be about midnight and she said it would be fine. When i arrived at 11:30(earlier than planned) i was told they were booked. I told her i have a reservation with a late checkin. I already paid for my room and had my confirmation number. She told me they were overbooked(in other words they gave my room away). So now im stuck hundreds of miles from home at almost midnight and i ask her how she is going to remedy the situation and she said "you can check the hotels across the highway." It took me an hour and a half to find another much lower rated hotel in a smoking room because apparently at the sheraton reservations dont mean anything. And to top it all off i have to go through the irritating process of trying to get my refund. ABSOLUTELY WILL NEVER BOOK WITH THEM AGAIN AND WOULD NEVER RECOMMEND!