Sheraton College Park North

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because the Sheraton fraudulently went into my accountI did not authorize the charges, and when I checked out I was not notified of any additional chargesThe Sheraton representatives admits in the letter that he charged my account after I checked out of the roomWhich proves that I did not "authorize" and "sign" for those chargesAlso, I did not fraudulently obtain an employee discount for the roomThe proper documentation was provided and verified when I checked into the hotel Regards, [redacted]

Hello, Here is a copy of the documentation requestedThis is the reservation for employee discount that was provided when I checked into the hotelSincerely, [redacted]

Good Day [redacted] , Thank you for reaching out to us regarding this matter and allowing us to offer details from our perspectiveMy name is Anthony D***I am the director of Revenue Management at the hotel, and the person most closely connected with this issue[redacted] had two reservations to arrive on April 8th and depart on April 11thThese reservations were booked under the Starwood Hotels special Employee rate of $per nightIn order to qualify for this rate, the person staying at the hotel must be either an employee of a Starwood property of corporate offices, or an immediate family member of an employee.On the morning of April 10th, our Director of Sales & Marketing was informed by one of our guests that they had not been able to get much sleep the night before because the guests in the room next door (room ***) were extremely loud and rowdy until the early morning hoursThe guest who was unable to sleep was a very important client from a company we trying to attract business from since the very recent completion of our full renovationWe ended up refunding his charges for his inconvenience.When I checked to see who was in that rowdy room, I noticed it was under the name [redacted] , along with another room, number ***I also noticed both rooms were booked under the Starwood Employee rateI called up to room [redacted] at approx8:00am to find out what was going on in the roomI got no answerI then called room [redacted] and the phone was answered by [redacted] I explained to her the issues that arose from room ***She was very defensive and said she would come down and speak with me face to faceShe then called me back approxminutes later to say that there were only two guests in that room and they were not the type of people that would make a lot of noise and was, in fact, in bed and asleep by midnightShe also asked why no one ever came to the room to address the issueShe then said she did not appreciate me calling her to discuss this matter as if I was accusing her of something and that she, again, would come down and speak with me face to faceWhile waiting for her to come down, I retrieved the security report from the night in questionThe report confirmed there was a complaint and the security guard went up at 1:45am to ask the guests to keep the noise downHe then went back up to the 5th floor later, but there was no longer any noise coming from that As I waited for [redacted] to come down to speak with me face to face, I decide to pull her Employee Rate form to see if she was an employee or the family member of an employeeThe form she gave to the front desk noted she was a parent-in-law of an employee of a Sheraton in another cityWhen both rooms were reported checked out, I was concerned because I expected her to ask for me at the desk since she wanted to speak with meI went up to check the condition of room [redacted] and what I found was appallingFood and trash all over the room, including under the bed, at least four pizza boxes and other signs of foodUrine all over the toilet seat and puddles of urine on the floorThese are just a few issues found in this room.I sent an email to the employee explaining this situation and letting her know that this family member is no longer welcomed in our property and that we had charged early departure fees for each room as they were scheduled to check out on 4/The employee responded immediately that she did not know this person and has no idea how she got her nameAt that point, I proceeded to charge [redacted] the full amount for both rooms, as she had fraudulently obtained the employee rate that she did not qualified forSoon after, I received a call from [redacted] asking why we charged her cardI then asked her the name of the employee who sponsored her stayShe refused to tell meI then informed her that we were in contact with the employee and that they had no idea who she wasI then proceeded to explain that she obtained the Employee Rate fraudulently, and that we were reverting her rate back to the standard rates for the nights stayed, as well as early departure fees for each roomIf you have further questions, please feel free to reach out to meKindest Regards,Anthony DDirector of Revenue Management

This is not the correct hotelIt is the Sheraton College Park Hotel in Beltsville, MD [redacted] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Dear *** ***,
In regards to ID *** I wanted to let you know that I have met in person with the guest on two previous occasions. I am very sorry for the situation on April 12, and personally met with the host on two occasions to address her Concerns and resolve the
matterI have read the points she has mentioned in her letter and wanted to reply with my findings from that evening.Many uninvited guests found out that a party was held at the hotel via a variety of Social media platformsThe host informed me that this is what kids do.The contract that the host signed suggested that the host may wish to provide securityThe host did that by asking a friend who was an off duty police officer only let invited guests in the party roomThis off duty officer was kept busy by dozens of teenagers attempting to gain access to the party throughout the eveningHotel video surveillance showed the officer playing cat and mouse" with the kids as they would scatter from areas where they were sitting as he was personally watching doors to the function sides the hotelAs the evening continued, the volume of uninvited guests grew in the parking lotNumerous hotel guests have already complained via email and letters indicating they felt unsafe walking from the parking lot the hotel due to the 100+ people in the parking lot.The off duty officer left the hotel at 10:35pm, minutes before the party was due to end, Hotel security asked those not invited to the party to leave and they did notSince the doors to the party were not attended by the off duty officer, many uninvited guests entered the party.Based on the crowd in the parking lot as well as the hotel lobby not leaving when asked, the marager called the police.The first responding officer arrived to the hotel at 10:51PMBased on what the responding officers saw upon arrivaat the parking lot, they radioed dispatch for all available unitsOfficers came in to the hotel, met with hotel manager and at 10:53PM closed the party as there were more than people in the room.The decision to call the police was to address the group size in the parking lot and those uninvited from the hotel lobby.When I asked the police if we had justification to call them, they said absolutely” on the fact that there was a crowd in the hotel parking lot and uninvited guests entered the party room.As a gesture of hospitality, offered the host a credits a gesture of hospitality to which she refused,It is our goal to provide a safe environment for our hotel guests and employees and based on the situation of events that occurred, they acted in accordance to company policy.As we have a ballroom and host parties, we have many Sweet 16s, Quinceneras, weddings, and other events, this is the first time that we have had to ask the police for help.Sincerely,

Hotel response for complaint from *** *** case ID# ***We are rejecting this response since all the incidents stated in the client response are untrue.1-The room was never cold and it only got cold due to the group opening the emergency exit door because they refused to use our loading area to bring in the band equipment's and that's not the hotel fault2-the statement made about the food is untrueOur chef is the best in the Maryland area and we host events a week with no problems with a lot more verity and complicated menus than the *** eventOur hotel is a Sheraton and we take pride in the food we serveThe chef himself served the food and didn't leave the hotel until 11pmWe make everything in-house and from scratchFrozen cake, raw steak and hard rice is just really hard to understand when three of my executive team served the food for the event3- Our staff including managers were threatened multiple times by the guests in the *** even and Mr*** was trying to push his and his wife guests away from our staffOur staff is ready to file for harassment against members of this event due to the treatment they receivedThe hotel team did everything in their power to accommodate this even and we offered many amenities to this event that we didn't charge forAgain, since we care for our guests and the Sheraton standards is to always go above and beyond to make our guests happy, we are still offering $as a gesture and good faith to smooth things overThis is the hotel final offer and we find that the hotel and team should not be accused of untrue claims when the team did everything to please Mrs***Sheraton College Park Management

Re: Event Delivery Outcome at Sheraton College Park Northin response to your letter outlining your event held at the Sheraton College Park North on February 13, in the White Oak room, we have been able to do some research on our end to respond to Statements made.Regarding the status of the
heating system in the White Oak room, on the evening of February and morning of February 13, an event was held in the White Oak roomThis group had a Valentine's black tie event on Friday evening and then a ceremony on Saturday morningThis meeting concluded around 1:00PM on SaturdayDuring this time period we had no comments and/or complaints on heating in the room.Concerning your meal, our chef cooked and his staff prepared your order correctly according to your event contractThe Flank steak was cooked to a medium temperature as per standards when serving a plated dish of this type to a banquet functionThis is done as it is impossible to take temperature Specific orders from each guest in a function of this sizeOne guest did request for her steak to be cooked longerHer server brought that plate into the kitchen and it was returned quickly as requestedYour second entrée of rosemary grilled chicken was prepared correctly, and no salt was added to the chicken during its preparation, Your plates were served with our rice pilaf, which is a white rice with small diced vegetablesYour contract called for Chef's assortment of desserts, which comprised of coconut cake, chocolate cake and cookies.in regards to your beverage service, your cash bar was supplied a bank to make change for your guestsBoth your designated bartender as well as the hotel lounge bartender had change available throughout the night and neither ran out nor informed any hotel guests that they did not have change availableYou originally wanted your champagne toast at the beginning of the function along with your fruit & cheese displaysOn the day of the event, you requested to serve the champagne later in the eveningOur Staff was prepared to serve when requested.When you arrived on Thursday February 11, to find out what time the band would be able to set up, you mentioned your husband was in the band and you wanted to know if they could arrive and set up by opening up the patio door to bring in their equipment directly from outsidealso understand that the band had the door open during the set up time to bring the equipment for long periods of time during Saturday's extremely cold regional freeze.in regards to our front desk Staff, we understand that you angrily demanded your money back from them several timesWe also understand that the employees felt threatened by your guest's behavior while assisting youUnfortunately, our line staff is notable to return any funds from banquet events and they were not the proper target for your complaints.There were also several concessions made to you beyond what was contractedYou were allowed to use a portion of restaurant in the buffet area for your cocktail time, roped off for other guests not use the area dedicated to youWe did not charge any additional room rental for using this additional spaceWe understood that you wanted your guests to have their own private hot cider in your areaWe made this available free of charge to youWithout those concessions, an event like yours typically sells for an average price of $5,Adding in the cost of those concessions would increase the typical price for your event to$5,500.In light of these facts and in addition to the concessions previously made and the refund that you already received of $for the ChampaignWe are prepared to also refund $as a courtesyThiswould bring your total savings on this event to over $We are disappointed that you did not feel Satisfied by the services we provided, and we hope that this resolution will offer you a bit of consolation.Thank youSheraton College Park Management

Hotel response for complaint from *** *** case ID# ***We are rejecting this response since all the incidents stated in the client response are untrue.1-The room was never cold and it only got cold due to the group opening the emergency exit door because they refused to use our loading area to bring in the band equipment's and that's not the hotel fault.2-the statement made about the food is untrueOur chef is the best in the Maryland area and we host events a week with no problems with a lot more verity and complicated menus than the *** eventOur hotel is a Sheraton and we take pride in the food we serveThe chef himself served the food and didn't leave the hotel until 11pmWe make everything in-house and from scratchFrozen cake, raw steak and hard rice is just really hard to understand when three of my executive team served the food for the event.3- Our staff including managers were threatened multiple times by the guests in the *** even and Mr*** was trying to push his and his wife guests away from our staffOur staff is ready to file for harassment against members of this event due to the treatment they received.The hotel team did everything in their power to accommodate this even and we offered many amenities to this event that we didn't charge for.Again, since we care for our guests and the Sheraton standards is to always go above and beyond to make our guests happy, we are still offering $as a gesture and good faith to smooth things over.This is the hotel final offer and we find that the hotel and team should not be accused of untrue claims when the team did everything to please Mrs***.Sheraton College Park Management

Re: Event Delivery Outcome at Sheraton College Park Northin response to your letter outlining your event held at the Sheraton College Park North on February 13, in the White Oak room, we have been able to do some research on our end to respond to Statements madeRegarding the
status of the heating system in the White Oak room, on the evening of February and morning of February 13, an event was held in the White Oak roomThis group had a Valentine's black tie event on Friday evening and then a ceremony on Saturday morningThis meeting concluded around 1:00PM on SaturdayDuring this time period we had no comments and/or complaints on heating in the room.Concerning your meal, our chef cooked and his staff prepared your order correctly according to your event contractThe Flank steak was cooked to a medium temperature as per standards when serving a plated dish of this type to a banquet functionThis is done as it is impossible to take temperature Specific orders from each guest in a function of this sizeOne guest did request for her steak to be cooked longerHer server brought that plate into the kitchen and it was returned quickly as requestedYour second entrée of rosemary grilled chicken was prepared correctly, and no salt was added to the chicken during its preparation, Your plates were served with our rice pilaf, which is a white rice with small diced vegetablesYour contract called for Chef's assortment of desserts, which comprised of coconut cake, chocolate cake and cookiesin regards to your beverage service, your cash bar was supplied a bank to make change for your guestsBoth your designated bartender as well as the hotel lounge bartender had change available throughout the night and neither ran out nor informed any hotel guests that they did not have change availableYou originally wanted your champagne toast at the beginning of the function along with your fruit & cheese displaysOn the day of the event, you requested to serve the champagne later in the eveningOur Staff was prepared to serve when requestedWhen you arrived on Thursday February 11, to find out what time the band would be able to set up, you mentioned your husband was in the band and you wanted to know if they could arrive and set up by opening up the patio door to bring in their equipment directly from outsidealso understand that the band had the door open during the set up time to bring the equipment for long periods of time during Saturday's extremely cold regional freezein regards to our front desk Staff, we understand that you angrily demanded your money back from them several timesWe also understand that the employees felt threatened by your guest's behavior while assisting youUnfortunately, our line staff is notable to return any funds from banquet events and they were not the proper target for your complaintsThere were also several concessions made to you beyond what was contractedYou were allowed to use a portion of restaurant in the buffet area for your cocktail time, roped off for other guests not use the area dedicated to youWe did not charge any additional room rental for using this additional spaceWe understood that you wanted your guests to have their own private hot cider in your areaWe made this available free of charge to youWithout those concessions, an event like yours typically sells for an average price of $5,Adding in the cost of those concessions would increase the typical price for your event to$5,In light of these facts and in addition to the concessions previously made and the refund that you already received of $for the ChampaignWe are prepared to also refund $as a courtesyThiswould bring your total savings on this event to over $We are disappointed that you did not feel Satisfied by the services we provided, and we hope that this resolution will offer you a bit of consolation.Thank youSheraton College Park Management

Please find the attached a copy of refund folio above, we also fax a copy to Fax # [redacted]
 Thanks  FRANCIS A[redacted]Accounting Manager[redacted]Sheraton College Park North | like us on Facebook | follow us on Twitter

To Whom It May Concern [redacted]This complaint was brought to my attention by my Front Office Manager Mr. Lavier H[redacted]; who personally researched [redacted] information in our data base system and could not locate this customer. Mr. H[redacted] contacted [redacted] regarding her...

complaint to learn [redacted] was a guest of the Sheraton Washington North - College Park, MD. She was not a guest of our hotel Metro Points Hotel in New Carrollton, MD,I, Kevin B[redacted] the General Manager here at Metro Points Hotel, enforcing customer service to our staff members and management team. Our goal is to reply to any customer concerns and or complaint within 24 hours.We highly appreciate feedback as it will assist us in becoming better at what we do, even if it is not our hotel. As with any business like ours, the greatest advertising, we can have is word of mouth from satisfied customer.

This is not the correct hotel. It is the Sheraton College Park Hotel in Beltsville, MD [redacted]
[redacted] [redacted] [redacted]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Good Day [redacted],
Thank you for reaching out to us regarding this matter and allowing us to offer details from our perspective. My name is Anthony D[redacted]. I am the director of Revenue Management at the hotel, and the person most closely connected with this issue.[redacted] had two...

reservations to arrive on April 8th and depart on April 11th. These reservations were booked under the Starwood Hotels special Employee rate of $49 per night. In order to qualify for this rate, the person staying at the hotel must be either an employee of a Starwood property of corporate offices, or an immediate family member of an employee.On the morning of April 10th, our Director of Sales & Marketing was informed by one of our guests that they had not been able to get much sleep the night before because the guests in the room next door (room [redacted]) were extremely loud and rowdy until the early morning hours. The guest who was unable to sleep was a very important client from a company we trying to attract business from since the very recent completion of our full renovation. We ended up refunding his charges for his inconvenience.When I checked to see who was in that rowdy room, I noticed it was under the name [redacted], along with another room, number [redacted]. I also noticed both rooms were booked under the Starwood Employee rate. I called up to room [redacted] at approx. 8:00am to find out what was going on in the room. I got no answer. I then called room [redacted] and the phone was answered by [redacted]. I explained to her the issues that arose from room [redacted]. She was very defensive and said she would come down and speak with me face to face. She then called me back approx. 30 minutes later to say that there were only two guests in that room and they were not the type of people that would make a lot of noise and was, in fact, in bed and asleep by 12 midnight. She also asked why no one ever came to the room to address the issue. She then said she did not appreciate me calling her to discuss this matter as if I was accusing her of something and that she, again, would come down and speak with me face to face. While waiting for her to come down, I retrieved the security report from the night in question. The report confirmed there was a complaint and the security guard went up at 1:45am to ask the guests to keep the noise down. He then went back up to the 5th floor later, but there was no longer any noise coming from that As I waited for [redacted] to come down to speak with me face to face, I decide to pull her Employee Rate form to see if she was an employee or the family member of an employee. The form she gave to the front desk noted she was a parent-in-law of an employee of a Sheraton in another city. When both rooms were reported checked out, I was concerned because I expected her to ask for me at the desk since she wanted to speak with me. I went up to check the condition of room [redacted] and what I found was appalling. Food and trash all over the room, including under the bed, at least four pizza boxes and other signs of food. Urine all over the toilet seat and puddles of urine on the floor. These are just a few issues found in this room.I sent an email to the employee explaining this situation and letting her know that this family member is no longer welcomed in our property and that we had charged early departure fees for each room as they were scheduled to check out on 4/11. The employee responded immediately that she did not know this person and has no idea how she got her name.
At that point, I proceeded to charge [redacted] the full amount for both rooms, as she had fraudulently obtained the employee rate that she did not qualified for. Soon after, I received a call from [redacted] asking why we charged her card. I then asked her the name of the employee who sponsored her stay. She refused to tell me. I then informed her that we were in contact with the employee and that they had no idea who she was. I then proceeded to explain that she obtained the Employee Rate fraudulently, and that we were reverting her rate back to the standard rates for the nights stayed, as well as early departure fees for each room.
If you have further questions, please feel free to reach out to me.
Kindest Regards,Anthony DDirector of Revenue Management

Hello,
Here is a copy of the documentation requested. This is the reservation for employee discount that was provided when I checked into the hotel.
Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the Sheraton fraudulently went into my account. I did not authorize the charges, and when I checked out I was not notified of any additional charges. The Sheraton representatives admits in the letter that he charged my account after I checked out of the room. Which proves that I did not "authorize" and "sign" for those charges.
Also, I did not fraudulently obtain an employee discount for the room. The proper documentation was provided and verified when I checked into the hotel. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is what they offered me (800.00) from the $3800.00.  I will accept $1100.00. I did requested a half to be refunded, they refused..   I'll accept a  settlement for   $1,100.00.Thank you!
[redacted]

Review: We stayed in Sheraton College Park North Hotel from Jun 23 to 27. Before I arrived, I called to request a room not on the highway side and got the answer "sure". Well, when we arrived, it is a room facing the highway. I then called to change the room and was told no room left now. The second day, when we came back in the evening, we found the room was not cleaned at all, so I had to call again for house keeping. The third day, the room was cleaned but there was no bath towel in the room. Called the front desk, then house keeping. The problem was the house keeping lady did not speak English. She took wrong items to our room. We needed to call serval times to front desk, house keeping, back and forth to get the towels. Really frustrated. We left on June 27, and asked to use a different credit card from the one we gave at the beginning to pay. Then after a while, I noticed that we got charged twice on both credit cards. I am a starwoods member, and I stayed in different Sheraton hotels. This is the worst experience ever with Sheraton, and I am really disappointed.Desired Settlement: 1. I need an apology for the bad services.2. I need my money back since I got charged twice on both my [redacted] and **.3. I need compensation for the bad services/experience and my time wasted.4. Please improve your quality to serve customers in right way.

Review: Had my daughter sweet 16 party on April 12th 8pm-12am and party was going great kids having a good time no problems at all. 11:30pm came around and the male that was guarding the door had to leave so I the mother took over. Then the next thing I saw was the police busting in the party yelling and pushing everyone out. You need to clear out and leave off the property now "PER MANAGEMENT" I did not know what was going on. They throw all the kids out remind you that the kids are ages 14-17 years old out into the street and off the property for no reason. I had ask that all the parents come inside to pick up there kids but they had to pick them up outside across the street at the [redacted]. The police even throw me out and I paid for the event and had d3 rooms for the night. Later the employees that was helping me with the party said that the manager does not like BLACK people and when he saw that the guard at the door has left he called the police to shut the party down and have us removed off the property. I had asked the manager why he called the police and he just looked at me with a blank face and did not answer. Later I went to find the manager again who's name is [redacted] to get his name and number and he had the never to tell me " LET'S JUST FORGET ABOUT THIS AND SQUASH IT AND FORGET THIS EVER HAPPEN" I told him [redacted] NO!! I had kids crying my daughter crying I will not forget this happen. Then [redacted] had told the security guard not to talk to me and to stay away from me. This hotel is very racist and they do not want any blacks holding any type of night functions at there hotel. Even the Sergeant of the police that night told me that I need to get my money back because what [redacted] did was not right and throwing those minors in the street for no reason but they were too many black kids in the hotel. I had ask for my money back or half and I was told by the GM name [redacted] that if I didn't have a party here the police wouldn't have been called. WHAT KIND OF [redacted] IS THAT!! The best he can do is $100.Desired Settlement: I spent $2500 on that hotel that night. The contract was breached and I would like at least my money back or half of my money. They were wrong and they still haven't said I'm sorry. My daughters was getting threating texts and how they were going to get her at school on Monday because how they were treated the night of her party. Parents upset because they had to pick there kids up across the street and not where they drop them off. I want my MONEY BACK!!

Business

Response:

Dear [redacted],In regards to ID [redacted] I wanted to let you know that I have met in person with the guest on two previous occasions. I am very sorry for the situation on April 12, 2014 and personally met with the host on two occasions to address her Concerns and resolve the matter. I have read the points she has mentioned in her letter and wanted to reply with my findings from that evening.Many uninvited guests found out that a party was held at the hotel via a variety of Social media platforms. The host informed me that this is what kids do.The contract that the host signed suggested that the host may wish to provide security. The host did that by asking a friend who was an off duty police officer only let invited guests in the party room. This off duty officer was kept busy by dozens of teenagers attempting to gain access to the party throughout the evening. Hotel video surveillance showed the officer playing cat and mouse" with the kids as they would scatter from areas where they were sitting as he was personally watching 5 doors to the function 2 sides the hotel.As the evening continued, the volume of uninvited guests grew in the parking lot. Numerous hotel guests have already complained via email and letters indicating they felt unsafe walking from the parking lot the hotel due to the 100+ people in the parking lot.The off duty officer left the hotel at 10:35pm, 25 minutes before the party was due to end, Hotel security asked those not invited to the party to leave and they did not. Since the doors to the party were not attended by the off duty officer, many uninvited guests entered the party.Based on the crowd in the parking lot as well as the hotel lobby not leaving when asked, the marager called the police.The first responding officer arrived to the hotel at 10:51PM. Based on what the responding officers saw upon arrivaat the parking lot, they radioed dispatch for all available units.Officers came in to the hotel, met with hotel manager and at 10:53PM closed the party as there were more than 85 people in the room.The decision to call the police was to address the group size in the parking lot and those uninvited from the hotel lobby.When I asked the police if we had justification to call them, they said absolutely” on the fact that there was a crowd in the hotel parking lot and uninvited guests entered the party room.As a gesture of hospitality, offered the host a 200 credits a gesture of hospitality to which she refused,It is our goal to provide a safe environment for our hotel guests and employees and based on the situation of events that occurred, they acted in accordance to company policy.As we have a ballroom and host parties, we have many Sweet 16s, Quinceneras, weddings, and other events, this is the first time that we have had to ask the police for help.Sincerely,