Sheraton Boston Hotel

Sheraton Boston has a long tradition of hospitalitySince 1965, we have valued our customers and understood the importance of special occasionsOur motto of making memories for a lifetime has enabled us to establish a formal framework on how we do businessFor every occasion, we require a formal contract (aka a signed letter of agreement) and deposit before confirming spaceThis is a practice that we have had for over yearsIt helps us to ensure customer expectations are met and the details and arrangements operate smoothlyThe [redacted] - [redacted] Wedding situation is unfortunateAs outlined above, the Sheraton Boston requires a signed letter of agreement to hold an eventWe never received a signed letter of agreement nor deposit from [redacted] for her wedding on August 20, On Wednesday August 17th, we received a call from an outside specialty food caterer who stated that they were providing food service for the reception and needed information regarding set upSince we did not have a contracted event for the [redacted] - [redacted] Wedding, we informed the caterer that the event was not taking place at our facilityMr [redacted] (father of the bride) and Ms [redacted] (Bride) called the hotel shortly thereafterThey were notified that since a signed contract was never returned to the hotel and advanced payment made, the space that they had been interested in was booked by another groupIn our effort to help with the occasion, we quickly offered alternative arrangementsWe provided a floor plan indicating the maximum allowable guests in the available spaceMr [redacted] verbally confirmed that there would be no more than guests in attendance for the receptionOn Saturday, August 20th the caterer arrived for set up of a buffet dinner for guestsThe caterer was advised by the hotel that Mr [redacted] was expecting a plated dinner for guestsClearly, there was not enough food to accommodate the group, yet worked with the caterer to plate what was availableultimately, the event attendance was in excess of guestsThe wedding guests were easily identifiable by their formal traditional clothingThe caterer and out staff did our best to accommodate the additional guests that were expecting dinner serviceAll arrangements were reviewed with Mr [redacted] in the limited time we had to executed the eventAt no time did Mr[redacted] request assistance with securing cards or envelopes and to our knowledge all personal items were retrieved at the end of the eventWe have provided the bride with a goodwill offer in excess of 6000, a very significant sum considering the hotel did not provide any of the foodMrs [redacted] is refusing final paymentWe have continued to operate in good faith and will not be extending any further compensation

Sheraton Boston has a long tradition of hospitality. Since 1965, we have valued our customers and understood the importance of special occasions. Our motto of making memories for a lifetime has enabled us to establish a formal framework on how we do business. For every occasion, we require a formal...

contract (aka a signed letter of agreement) and deposit before confirming space. This is a practice that we have had for over 50 years. It helps us to ensure customer expectations are met and the details and arrangements operate smoothly. The [redacted] Wedding situation is unfortunate. As outlined above, the Sheraton Boston requires a signed letter of agreement to hold an event. We never received a signed letter of agreement nor deposit from [redacted] for her wedding on August 20, 2016. On Wednesday August 17th, we received a call from an outside specialty food caterer who stated that they were providing food service for the reception and needed information regarding set up. Since we did not have a contracted event for the [redacted] Wedding, we informed the caterer that the event was not taking place at our facility. Mr. [redacted] (father of the bride) and Ms. [redacted] (Bride) called the hotel shortly thereafter. They were notified that since a signed contract was never returned to the hotel and advanced payment made, the space that they had been interested in was booked by another group. In our effort to help with the occasion, we quickly offered alternative arrangements. We provided a floor plan indicating the maximum allowable guests in the available space. Mr. [redacted] verbally confirmed that there would be no more than 300 guests in attendance for the reception. On Saturday, August 20th the caterer arrived for set up of a buffet dinner for 200 guests. The caterer was advised by the hotel that Mr. [redacted] was expecting a plated dinner for 250 guests. Clearly, there was not enough food to accommodate the group, yet worked with the caterer to plate what was available. ultimately, the event attendance was in excess of 370 guests. The wedding guests were easily identifiable by their formal traditional clothing. The caterer and out staff did our best to accommodate the additional 120 guests  that were expecting dinner service. All arrangements were reviewed with Mr. [redacted] in the limited time we had to executed the event. At no time did Mr.[redacted] request assistance with securing cards or envelopes and to our knowledge all personal items were retrieved at the end of the event. We have provided the bride with a goodwill offer in excess of 6000, a very significant sum considering the hotel did not provide any of the food. Mrs. [redacted] is refusing final payment. We have continued to operate in good faith and will not be extending any further compensation.

Hello, In response to complaint #[redacted] we have fully refunded this guest.  The proof that we processed the refund is a posting of $-262.09 posted on 10-30.   That is the proof on our end, but we have no way of confirming proof on the guest’s end without contacting the...

guest.  However, a credit posted on Oct. 30th should have been received by today, Nov. 15th.  Note that the refund was $262.09 and not $229.00. I will be reaching out to the guest will the following message below… Dear Ms. [redacted], Please accept my deepest apologies for the experience you had here at Sheraton Boston.  [redacted] has been addressed for her attitude with you and she apologies that she did not offer better customer service.  I can only imagine how it must have felt to first not receive your refund and then not having it explained in a pleasant manner.  I am also confirming that a refund of $262.09 was posted  on October 30th and should have showed in your account by November 15th. I truly do hope to welcome you back to the Sheraton Boston in the near future. Warm regards, [redacted]Director of Rooms Please let me know if you need any other information at this time.   [redacted] W. [redacted]Director of Rooms* [redacted]    *  [redacted]    *  [redacted]
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