Kelli Offutt

Review of Starwood Hotels & Resorts Worl...

We booked the Sheraton Dallas Hotel the last weeke...

We booked the Sheraton Dallas Hotel the last weekend of February for a cheer competition. The price was high, but considering we had to go through Varsity's Housing Connections to book, I expected this. We were a mile from the convention center and had the luxury of taking the train to and from the competitions for both days. This was an added bonus we were not aware of and it kept us from fighting the parking fiasco at the convention center. As for the staff...like I said, I booked through Connection Housing as it's required for certain comps. I was told by the CH associate that even though I was requesting a double queen room, it was not guaranteed. BUT if I ended up in a King room, the information that was turned over to CH from the Sheraton Hotel specifically said ALL KING ROOMS either had a couch bed OR could be given a roll away bed. Fast forward to check-in...it's around 9:30pm and we have an early report time the next morning. We are told when checking in that there's a couch bed in our King room. Perfect. My daughter is a preteen and can't exactly sleep with my husband and I. Get to the room...no couch bed. Call the front desk to be told "ma'am, you do know there is a couch bed in your room, right"? My response was "Oh, I must be missing it" and started looking under the bed and in the closet...honestly thinking I was overlooking a COUCH. I was put on hold to be told about 3 minutes later I didn't have a couch and they didn't have a roll away bed because they were 100% booked. After fuming for a moment I asked for extra blankets, pillows and sheets so I could make my child a pallet on the floor. Two hours and three phone calls later, they brought us two flat sheets and told us that was all they had. My daughter slept in the bed with us which was very uncomfortable but we managed. Fast forward to day 2. I made 6 phone calls to the front desk from either my room or my cell phone to request either a roll away bed or extra blankets to make our second night a little more comfortable. I was speaking to an employee named Jennifer. Not only was she rude, she proceeded to laugh in my face when I told her how uncomfortable our sleeping arrangements were. She continued on to tell me "it's what you booked so you got it". When in fact, it wasn't what I booked. I never blamed the hotel for the room situation until I spoke to CH yesterday. They went back over the information they were given from the Sheraton Hotel and it clearly states that EVERY KING ROOM either has a couch bed or would be accommodated with a roll away bed. I get being 100% booked. My point is don't give out false information just to get your rooms booked. I will never book this hotel again. Had it not been for the condescending way I was spoken to by Jennifer on day 2, there would be no negative review. I'm pretty good at sweeping stuff like this under the rug but you don't treat customers the way she did.