Sheraton Waikiki Hotel

Mr [redacted] was contacted on March 19th in regards to his concern regarding his experience at the Sheraton Waikiki His night was refunded in full on March 20th Please see the email communications below: From: [redacted] Sent: Thursday, March 19, 5:PM To: [redacted] Subject: Re: Sheraton Waikiki Stay Thank you ***That is great customer serviceI didn't mean to make it seem as Wilson is a bad guyI understand the Sheraton is very busy hotelThank you again Cheers, [redacted] On Mar 19, 2015, at 5:PM, [redacted] < [redacted] > wrote: Aloha Mr***, Thank you for your email regarding your recent stay at Sheraton Waikiki I am truly sorry that your experience with us was not enjoyable We are in the process of changing out all of our mattresses to the new Sheraton [redacted] which are the signature mattresses that Sheraton’s offer and we apologize that your original room had not received the new mattress prior to your stay I also apologize that the room move was unacceptable I understand that Wilson was trying to provide a room that had the new mattress however should have explained the differences in room categories so you had a choice in your selection As a gesture of goodwill we will refund you for the room night that you stayed with us in hopes that you will return Certainly our goal is to provide you with an experience that you are happy with an hope that you will continue to reach out to us so that we can work to resolve your concerns prior to your departure I sincerely appreciate your email and your comments and please reach out to me when choosing to visit Sheraton Waikiki in the future Mahalo, [redacted] Director of Rooms/Director of Six Sigma, Sheraton Waikiki Hotel [redacted] SHERATON WAIKIKI HOTEL [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted]

Aloha, Guest checked into a room with King bed as our comments in their reservation booking says "request King bed". During the check in process the Guest service agent found out the guest needed an additional bed so he offered a rollaway at no charge. Guest went to *** Club
Lounge and had additional guest with him therefore the *** Club Receptionist advised Mr*** there will be an additional charge of $73.30. We will conduct an investigation with the housekeeper on the cleanliness of the guestroom and make a security report for the guest being ill after eating eggs at our *** Club Lounge. We can refund the guest $which is the *** Club upsell and nights of our daily resort fee. I can also offer him 5,*** points that he can use at any of our Starwood properties. I sincerely apologize for his experience. Please do not hesitate to reach out to me should you need anything else. Casey O*** - Director of Front Office

Mr. [redacted] was contacted  on March 19th in regards to his concern regarding his experience at the Sheraton Waikiki.  His night was refunded in full on March 20th.  Please see the email communications below: 
From: [redacted]
Sent: Thursday, March...

19, 2015 5:59 PM
To: [redacted]
Subject: Re: Sheraton Waikiki Stay
 
Thank
you [redacted]. That is great customer service. I didn't mean to make it seem as
Wilson is a bad guy. I understand the Sheraton is very busy hotel. Thank you
again. 
Cheers,
[redacted]
On Mar 19, 2015, at 5:24 PM, [redacted] <[redacted]> wrote:
Aloha Mr. [redacted],
 
Thank you for your email regarding your recent stay at
Sheraton Waikiki.
 
I am truly sorry that your experience with us was not
enjoyable.  We are in the process of changing out all of our mattresses to
the new Sheraton [redacted] which are the signature mattresses that
Sheraton’s offer and we apologize that your original room had not received the
new mattress prior to your stay.  I also apologize that the room move was
unacceptable.  I understand that Wilson was trying to provide a room that
had the new mattress however should have explained the differences in room
categories so you had a choice in your selection.
 
As a gesture of goodwill we will refund you for the room
night that you stayed with us in hopes that you will return.  Certainly
our goal is to provide you with an experience that you are happy with an hope
that you will continue to reach out to us so that we can work to resolve your
concerns prior to your departure. 
 
I sincerely appreciate your email and your comments and
please reach out to me when choosing to visit Sheraton Waikiki in the future.
 
 
Mahalo,
[redacted]
Director of Rooms/Director of
Six Sigma, Sheraton Waikiki Hotel
** [redacted]
 
SHERATON WAIKIKI HOTEL
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]