My wife booked a weekend stay at the hotel, with m...

My wife booked a weekend stay at the hotel, with my younger brother joining us on the afternoon of December 14th. Unfortunately, our flight was delayed at departure and was delayed on arrival at JFK. I'd like to acknowledge that I realize that the hotel staff are not responsible for airline delays, however it was at this point that I believe we experienced a failure in hospitality.

My younger brother arrived on time and let us know that the person at the check in desk said he would need to be added to the reservation. Luckily, my wife was able to call the hotel and add his name to the reservation. Unluckily, he then let us know that he would need to put down a credit card for incidentals.

This is where I found that the staff that afternoon did not do everything possible to accomadate this situation. My younger brother is a student who works part time when possible. He has no credit card, nor the funds to cover the amount. Further, our room was paid in full until Monday. Ultimately, he was told he couldn't check in.

For the next 6 hours, my younger brother waited in the lobby for us to arrive.

When I arrived, I expressed my disappointment to the staff and the front office supervisor. I pointed out that we were only told to add his name on the reservation. I pointed out that the reservation was already paid for and that if our flight was delayed or canceled, would they have simply never allowed my family member to check in?

At this point I was made aware that a credit card authorization form could have been filed with the hotel. This was never relayed to my wife over the phone. During our entire flight, I had wifi access and could communicate with staff back at my office. We could have easily filled out the form and had it emailed and/or faxed back to the hospital promptly.

Sadly, this has negatively colored my perception of both Sheraton and Marriott.