Sheraton La Jolla Hotel

In response to complaint # [redacted] The Sheraton La Jolla Hotel is in receipt of complaint # [redacted] regarding the $charge for damages The guest did stay at the Sheraton La Jolla for the night of [redacted] in room #*** At 9:06AM on May 6, the guest in the room below, #***, checked out at the Front Desk and indicated there was a leak in the ceiling of his guest room The Front Desk dispatched a member of the maintenance staff to inspect the leak and they determined it was coming from the room above, #*** The maintenance staff brought a dry vac with them in anticipation of water on the floor and knocked on the door of # [redacted] to assess the situation A person opened the door, it is unclear if it was the registered guest or one of their travel mates, and this person saw the maintenance staff then ran and jumped back into bed The maintenance staff asked if they could come in and the person said yes No call was made to the Front Desk from room # [redacted] to report the toilet as clogged or overflowing The charge of $is for the carpet and pad replacement required due to the prolonged toilet overflow that was not reported and for the nights that the room was un-rentable Room # [redacted] was out of order from the night of May through the night of May to correct the damages The full extent of the damage was not assessed until after the guest had checked out The guest had booked through a third party and the hotel did not have any contact information for him On May the guest phoned the hotel inquiring about the $charge He spoke with [redacted] , Revenue Manager, who explained that the charge was for damage done to the guest room She gave detail about the water damage and overall state of the guest room upon checkout The guest disputed the charge and [redacted] offered to get [redacted] ***, General Manager, to speak with the guest directly as [redacted] had assessed the damage and the guest agreed [redacted] arrived at [redacted] desk to take the phone call but the call had been dropped by the time he arrived As the hotel did not have any contact information for the guest we waited for the guest to call back to continue the conversation but he never did The hotel will not make any refund for the $damage charge for the carpet and pad replacement and loss of room rentalConsidering the lost revenue from keeping the room out of order for nights, the fee of $is minimal For any additional information please contact [redacted] ***, General Manager, from the details below Thank you [redacted] General Manager c***@sheratonlj.com T +***

In response to complaint # [redacted] The Sheraton La Jolla Hotel is in receipt of complaint # [redacted] regarding the $charge for damages The guest did stay at the Sheraton La Jolla for the night of [redacted] in room #*** At 9:06AM on May 6, the guest in the room below, #***, checked out at the Front Desk and indicated there was a leak in the ceiling of his guest room The Front Desk dispatched a member of the maintenance staff to inspect the leak and they determined it was coming from the room above, #*** The maintenance staff brought a dry vac with them in anticipation of water on the floor and knocked on the door of # [redacted] to assess the situation A person opened the door, it is unclear if it was the registered guest or one of their travel mates, and this person saw the maintenance staff then ran and jumped back into bed The maintenance staff asked if they could come in and the person said yes No call was made to the Front Desk from room # [redacted] to report the toilet as clogged or overflowingThe charge of $is for the carpet and pad replacement required due to the prolonged toilet overflow that was not reported and for the nights that the room was un-rentable Room # [redacted] was out of order from the night of May through the night of May to correct the damages The full extent of the damage was not assessed until after the guest had checked out The guest had booked through a third party and the hotel did not have any contact information for himOn May the guest phoned the hotel inquiring about the $charge He spoke with [redacted] , Revenue Manager, who explained that the charge was for damage done to the guest room She gave detail about the water damage and overall state of the guest room upon checkout The guest disputed the charge and [redacted] offered to get [redacted] ***, General Manager, to speak with the guest directly as [redacted] had assessed the damage and the guest agreed [redacted] arrived at [redacted] desk to take the phone call but the call had been dropped by the time he arrived As the hotel did not have any contact information for the guest we waited for the guest to call back to continue the conversation but he never didThe hotel will not make any refund for the $damage charge for the carpet and pad replacement and loss of room rentalConsidering the lost revenue from keeping the room out of order for nights, the fee of $is minimal For any additional information please contact [redacted] ***, General Manager, from the details below Thank you [redacted] General Manager c***@sheratonlj.com T +***

In response to complaint #[redacted] The Sheraton La Jolla Hotel is in receipt of complaint #[redacted] regarding the $400 charge for damages.  The guest did stay at the Sheraton La Jolla for the night of [redacted] in room #[redacted].  At 9:06AM on May 6, the guest in the room below, #[redacted], checked out...

at the Front Desk and indicated there was a leak in the ceiling of his guest room.  The Front Desk dispatched a member of the maintenance staff to inspect the leak and they determined it was coming from the room above, #[redacted].  The maintenance staff brought a dry vac with them in anticipation of water on the floor and knocked on the door of #[redacted] to assess the situation.  A person opened the door, it is unclear if it was the registered guest or one of their travel mates, and this person saw the maintenance staff then ran and jumped back into bed.  The maintenance staff asked if they could come in and the person said yes.  No call was made to the Front Desk from room #[redacted] to report the toilet as clogged or overflowing. The charge of $400 is for the carpet and pad replacement required due to the prolonged toilet overflow that was not reported and for the 4 nights that the room was un-rentable.  Room #[redacted] was out of order from the night of May 6 through the night of May 9 to correct the damages.  The full extent of the damage was not assessed until after the guest had checked out.  The guest had booked through a third party and the hotel did not have any contact information for him. On May 10 the guest phoned the hotel inquiring about the $400 charge.  He spoke with [redacted], Revenue Manager, who explained that the charge was for damage done to the guest room.  She gave detail about the water damage and overall state of the guest room upon checkout.  The guest disputed the charge and [redacted] offered to get [redacted], General Manager, to speak with the guest directly as [redacted] had assessed the damage and the guest agreed.  [redacted] arrived at [redacted] desk to take the phone call but the call had been dropped by the time he arrived.  As the hotel did not have any contact information for the guest we waited for the guest to call back to continue the conversation but he never did. The hotel will not make any refund for the $400 damage charge for the carpet and pad replacement and loss of room rental. Considering the lost revenue from keeping the room out of order for 4 nights, the fee of $400 is minimal.  For any additional information please contact [redacted], General Manager, from the details below.  Thank you.   [redacted] General Manager c[redacted]@sheratonlj.com   T  +1 858 452 [redacted]

In response to complaint #[redacted]
The Sheraton La Jolla Hotel is...

in receipt of complaint #[redacted] regarding the $400 charge for damages.  The guest did stay at the Sheraton La Jolla for the night of [redacted] in room #[redacted].  At 9:06AM on May 6, the guest in the room below, #[redacted], checked out at the Front Desk and indicated there was a leak in the ceiling of his guest room.  The Front Desk dispatched a member of the maintenance staff to inspect the leak and they determined it was coming from the room above, #[redacted].  The maintenance staff brought a dry vac with them in anticipation of water on the floor and knocked on the door of #[redacted] to assess the situation.  A person opened the door, it is unclear if it was the registered guest or one of their travel mates, and this person saw the maintenance staff then ran and jumped back into bed.  The maintenance staff asked if they could come in and the person said yes.  No call was made to the Front Desk from room #[redacted] to report the toilet as clogged or overflowing.
The charge of $400 is for the carpet and pad replacement required due to the prolonged toilet overflow that was not reported and for the 4 nights that the room was un-rentable.  Room #[redacted] was out of order from the night of May 6 through the night of May 9 to correct the damages.  The full extent of the damage was not assessed until after the guest had checked out.  The guest had booked through a third party and the hotel did not have any contact information for him.
On May 10 the guest phoned the hotel inquiring about the $400 charge.  He spoke with [redacted], Revenue Manager, who explained that the charge was for damage done to the guest room.  She gave detail about the water damage and overall state of the guest room upon checkout.  The guest disputed the charge and [redacted] offered to get [redacted], General Manager, to speak with the guest directly as [redacted] had assessed the damage and the guest agreed.  [redacted] arrived at [redacted] desk to take the phone call but the call had been dropped by the time he arrived.  As the hotel did not have any contact information for the guest we waited for the guest to call back to continue the conversation but he never did.
The hotel will not make any refund for the $400 damage charge for the carpet and pad replacement and loss of room rental. Considering the lost revenue from keeping the room out of order for 4 nights, the fee of $400 is minimal.  For any additional information please contact [redacted], General Manager, from the details below.  Thank you.
 
[redacted]
General Manager
c[redacted]@sheratonlj.com   T  +1 858 452 [redacted]

Review: We checked in April 24. We had prepaid the entire stay but were asked for a card to hold for incidentals that would be processed for $50. They assured us that at check-out we could use another form of payment and that the card was just there as a back-up.We ate dinner, and signed the bill to the room for $70.Next AM I got an email saying a limit on my card had been exceeded. I saw we were charged $50 AND $585 for our $70 meal. I called the desk was told that they saw what I spent at dinner and assumed I would spend that each night so charged that for our whole stay and its not a perfect system. We were NEVER told this was a possibility. We signed a bill for $70. We pay in full with our checking card upon departure, but for security use Discover while we travel. Because we had recently traveled and that payment hadnt cleared, Sheraton blocked the remainder available. The solution should have been simple. Cancel it. But they couldnt do that (didnt know how) and the charges would fall off a few days after we checked out (~ 12 days since we just arrived). I called Discover for a solution. They could remove the hold if we had a conference call and their merchant ID. Easy. So I called Discover using MY cell. The person helping me did not have the ID. She put us on hold 3 times and came back with the wrong ID 3 times. By the 3rd time, because Discover has time limits for hold, we got disconnected. Thus, we start over on MY cell, doing THEIR job. After 3 days, problem fixed. Whatd they offer? Sorry for the inconvenience. During the entire ordeal, the staff (except for Angela) was rude, condescending, and apathetic. Once the charges were fixed, we were told the card was removed from our room and no more charges could be put on the card. Pay the balance at check out. This was NOT true. A charge for the full price for parking ($80) was placed 2 days later And it was not a hold. It was the FULL AMOUNT charged to the card that had supposedly been removed.Desired Settlement: This is only a partial explanation of what we endured during our stay. There were MULTIPLE issues. I think at the very LEAST we should have the $80 parking and $70 dinner refunded. Honestly, the entire cost should be refunded. My trip started off in a horrible way, even before the billing issues there were other problems and after that, even more problems. We wanted to leave but were not allowed to have a refund and move because we prepaid. The whole trip was colored by this mess.

Business

Response:

The computer system applies an initial hold of $50 upon

check in. During the first night of check in the computer checks to see

the charge pattern of the guest. Because the guest charged $70 to the

room on the first night the computer system took this as the charging pattern

for the guests’ entire 8 night stay. The credit card approval system is

not explained to every guest at check in. The hotel staff was working

with Discover credit card to get the hold removed. The charges for

parking 8 nights and the dinner were applied to the card for a charge and then

removed from the computer system so no further holds would be placed on the

account. The guest has received a complete refund of $149.48 for the restaurant

charge and 8 nights of parking. The hotel has also contacted Expedia, the

service the guest purchased the room with and has advised that a refund of 2

nights was be extended to the guest for their dissatisfaction. If further

information please contact me at the number below.

Craig Reber

General Manager

t — 858.452.4020 f — 858.453.9909

SHERATON LA JOLLA HOTEL

3299 Holiday Court, La Jolla, CA 92037

sheratonlajolla.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I was informed of this by the Sheraton, and 3 days later nothing has happened. IF they follow through, I will be satisfied that the issue was resolved.

Regards,