Letter to the Sheraton Chain of Hotels

Hello,
I stayed at the Sheraton in Nassau from March 19 - 22, 2010. I am writing in order to inform you that the service at this particular location is atrocious. I have stayed at the Sheraton in Markham, Ontario, in New Delhi and in Niagara Falls on numerous occasions.

The staff at the Nassau property at the front desk are anything but helpful. When I arrived, having made my reservation through my bank's point system, I found that the Sheraton in Nassau did not have my reservation. I presented my voucher and other documents, but the manager at the hotel (Cypriana) did not recognize the voucher. I gave her my copy of the voucher as she assured me that she would call the Sheraton's reservation department in order to clear up the mix-up. Over the next three days, I talked to at least 6 different people at the front desk in person and over the phone.

I finally used the internet to get the number of the RBC Travel Assist line, I called the assist line. At this point, I was asked to use the phone in my room to make the call. I declined and used the phone at the front desk so as not to incur any long distance charges of my own. The RBC travel assist rep. was extremely helpful and took care of my bill and, amazingly and in contrast to the Sheraton staff, told me to not to worry and enjoy the rest of my vacation and that she (the RBC Travel Assist rep.) would figure out the details of the reservation and payment for me with the hotel manager.

This experience of the many days spent talking to the front desk and the single phone call to the RBC Rep., more than anything, brought home to me just how terribly inattentive and uncaring the staff at this hotel are. There are other minor incidents which occurred, from minor lapses of courtesy with other guests (such as not even saying something like, "thank you for staying at the Sheraton" to staff simply shrugging their shoulders when they were corrected about extra amounts billed to guests bills.) Which, by the way, happened to me as well. I was over-charged about $60 on my final bill for buffet breakfasts which were included in my package!

I have gone on at length only to bring home the point that what is happening at the Sheraton in Nassau is not just the lack of a quality customer care experience (which I have come to associate with the Sheraton name) but the degradation, in my mind, of the Sheraton brand. You have a beautiful property in Nassau, but your brand is taking a beating for no particular reason except that it has become acceptable at this location to view the guests as burdensome or as annoyances.

Thanks for listening,

Zahir Paryani
Toronto, Ontario, Canada