Sheraton San Diego Hotel & Marina

I stayed at the Sheraton for work. My work pays for the hotel and expenses. I looked at my account and they charged me a random fee which the claimed to be a room resource fee. WHAT IS THAT? I asked that question multiple times and the guest services lady refused to tell me, yelled and transferred me to a voicemail. I called back, and they left me on hold for over 20 minutes. This service is horrible. I have never been so disappointed. I am still trying to find what this charge is and now I am disputing the charge with the bank since the manager won't call me back and no one can even tell me what the charge covers. The people are so rude and I would NEVER recommend anyone to stay here.

Review: On June 12, 2015 I called to book a room with the Sheraton and the lady booked me for the following weekend (19-21JUN), I called immediately back and spoke with the representative and she said that she would credit my account for the ENTIRE charge of 572.49. However, I left to go back out to sea to come back a few weeks later and find out that she had not refunded anything to my account. I was charged AGAIN on the 21st of June for the amount of 286.25 to which I called immediately to find out what was going on and she said that would be refunded as well. The amount of 286.25 was refunded, but not the initial charge of 572.49. I did not utilize this reservation as I was out to sea and I am upset that they did not refund me as they intended to do so. I as well filed a claim with USAA my credit card company and they did not help me either. It is now 6 months later and still no resolution and no refund.Desired Settlement: I would like this resolved in the quickest way possible. the information on my bank statement says: [redacted] Marina San Diego (i'm not sure if that's the correct one selected.) I do not have any documentation stating they would cancel it other than a verbal phone conversation, however, I would not be wasting anyones time if I was in the wrong. The company failed to set the reservations dates correctly and failed to refund me as I was entitled to receive.

Consumer

Response:

This is what my bank statement says: SHERATON SAN DIEGO MARINASAN DIEGO CA.

Review: The staff at this property did not address the concerns I had regarding the temperature of the room or the damp sections of carpet, despite several polite requests over a 3 night stay. I did explain that for medical reasons, I need to stay warm and not risk getting chills. Apparently, engineering did visit the room but must not have had a clear understanding of the issues because a solution never came to pass.Desired Settlement: I would like reimbursement for parking and room service fees, as well as fir the additional sweatshirt and socks I had to purchase.

Business

Response:

Dear Guest,

Thank you so much for providing us with the opportunity to make things right for you. On behalf of our hotel, I sincerely apologize for your overall experience and for failing to meet your expectations. I would love the opprotunity to speak with in person to ensure that we are addressing all concers in a timely andeffective manner. If you could provide me with a date and time that works best for you, I will be sure to make myself available.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I was not given any contact information for, [redacted], who responded to my complaint. She asked that I give her a good date and time to speak; however, I do not know how to reach her or even her last name or title.