In the aftermath of Hurricane Irma, John Monaghan makes his way to the Sheraton Suites where he has a confirmed reservation. He is looking forward to resting his weary head after a day of precarious travel. Instead, he is greeted with a closed hotel and is forced to sleep in his car. Why did the hotel forsake him?
I had a “guaranteed” two-night reservation at Sheraton Suites in Cypress Creek, Fla. checking in on September 11. When I arrived at the hotel, it was closed. No one called or emailed me to let me know. Apparently, the hotel transferred guests to other properties due to Hurricane Irma. But I was just abandoned.
It was impossible for me to find an alternative hotel for the first night. The only option I had was to sleep in my rental car. The second night I was able to book a room at a local Marriott.
I asked for some compensation for the gross mishandling of my reservation. I spoke to the front desk supervisor of the Sheraton Suites several times, and she told me that management agreed to reimburse me for my stay at the Marriott. She said that they had sent the check to me. I believe that this was a lie. And I never received any check.
I have Platinum status with Marriott Rewards and Starwood Preferred Guest, but this doesn’t seem to make any difference to the company.
I did not prepay this for this reservation. But I would like to be reimbursed for the stay at the Marriott. I would also like additional points for my inconvenience. This Sheraton Suites left me with no place to go during a hurricane. Can you help? — John Monaghan, Oakland Park, Fla.
What an awful experience. There should have been some system in place that would have alerted you to the sudden closure of this hotel.
But there wasn’t. And you were inconvenienced in a truly unpleasant way.
When you made your “guaranteed” reservation, you never imagined that you would be spending the entire night in the parking lot of the Sheraton Suites rather than in a comfy bed.
Asking the Sheraton Suites for an explanation
And to make matters worse, when you reached out to the management of this Sheraton Suites, the supervisor did not seem to understand the gravity of the situation.
She apologized for the short notice of cancellation. This apology seemed to disregard the fact that you didn’t actually receive any notice. In fact, your notice of cancellation was delivered in the form of a shuttered hotel — not a very customer-friendly way of canceling a valued traveler’s reservation.
Additionally, she was unable to explain why the hotel transferred other guests to available hotels in the area, but it completely abandoned you.
Your growing frustration was evident as the emails progressed and the supervisor continued to refuse to acknowledge the level of inconvenience you had suffered.
An unfulfilled resolution
Finally, perhaps in an attempt to stop your emails, the supervisor of this Sheraton Suites told you that because of your “folio” with the company (platinum status), you would be refunded for the night at the Marriott as a goodwill gesture.
Although you were still disgruntled with the entire event and the follow-up, you accepted the resolution.
Several weeks later, when you had not received the promised compensation, you contacted this manager again. This time she told you that the request was still pending “corporate approval.”
Having reached your limit with the management of this Sheraton Suites, you reached out to our advocacy team.
I reviewed your paper trail and noted that you had diligently tried to resolve this problem on your own over the course of several weeks. Your conversations seemed to be going in circles with no end in sight.
The good news
I reached out to Marriott, (You can find its company contacts on our website) the parent company of the Sheraton Hotels. Within hours the company had resolved your complaint.
It’s unclear what corporate approval the Sheraton Suites was waiting for, but the Marriott corporate office quickly reached out to you and apologized. The executive that called you assured you that you would receive the reimbursement check ASAP. Additionally, the company granted the bonus points that you were seeking for your trouble.
You were pleased with this resolution and felt satisfied that the Marriott redeemed itself with the personal call to you and the offered resolution.
It’s unfortunate that you were forced to spend the night in your car during the hurricane. Hopefully, the company will use your case as an example and develop a better alert system for future bad weather emergency closures.