Marcus Hotels & Resorts

Review: My husband and I both were charged for 90 minute massages that we were shorted by 15 minutes. We were charged the full amount because management had left for he night and we were informed by staff they could not do anything about it that day. I was told I would receive a phone call the following day that never happened. I had called and left a message for management stating I was waiting for them to call back. Front desk took my info and again informed me management was not available and would get a call back. A few days later I had contacted the spa thought their online contact page stating the issue and how I had been waiting for someone to contact me about this matter, but has not happened. 2 phone calls and 1 email later I am still waiting to discuss how I was overcharged for services I did not receive on May 16th 2015.Desired Settlement: I would like a refund of our services due to the fact I was overcharged and management has neglected to contact this dissatisfied customer.

Consumer

Response:

On Fri, 12 Jun at 4:26 PM , [redacted] wrote:Hello,

Review: Here is the letter sent to **. It explains all the issues:We checked in on Thursday at Sheraton. In many ways, we truly loved our stay at Sheraton. We interacted with several staff and they have been amazing; very professional and helpful. I could not expect anything better. On the other hand, there are several issues that made our stay less than perfect. Some of the issues can be listed as: 1. The milk in the coffee machine at the Club Lounge was spoiled. This is just unacceptable. All of us used it until someone realized it was spoiled. That person was drinking the milk only. When added to coffee, it was not easy to detect the spoiled milk. 2. The very same machine did not function most of the days. It was being maintained, cleaned, unplugged or just plain broken. 3. In the middle of the breakfast, the staff decided to clean the machine, which made it unusable for 1 hour. 4. The staff stated vacuuming the floors (using a very loud vacuum cleaner) at the Club Lounge during our breakfast; one hour before the breakfast time was over (10:20 am on Saturday). Nobody was not able to talk due to high noise. 5. The computer/printer at the Club Lounge did not function for two days. We reported the issue to [redacted] several times. A technician came at one point and we were told that it was fixed. We tried it and realized that it was still broken. Next morning I called [redacted] and asked if the printer was working. Without hesitation he assured us that all the equipment at the Club Lounge was working. When we went to use the computer/printer, to our surprise, nothing was working. It is frustrating that [redacted] told us what we wanted to hear instead of confirming it before sending us there. 6. The room keys did not work one day. [redacted] told us that it was a known problem and that the hotel was experiencing some technical issues. Our question is: if it is known by the management, why the issues has not beed addressed? Why inconvenience guests with broken key system? 7. The mans shower at the pool has only cold water (at least for the first 5 minutes I used). 8. One light bulb at the dining room in [redacted] is out. More attention to details is needed. 9. The window is covered with bird crap ([redacted]). It looks like it is old bird crap. Why not clean once a week? 10. My swimwear changed color due to high chlorine at the Jacuzzi. It turned brown from dark blue. MOST IMPORTANTLY: 11. I burnt my hand while getting hot oats. The steam came out as I opened the container. That is a dangerous device that does NOT function properly. One of the other guests saw that I was in pain and he said the same thing happened to him. My right had was red and painful for hours.Desired Settlement: Replacement of the used voucher or Starwood points that is enough to stay at ANY Sheraton for 3 nights

Business

Response:

Dear Sirs,