Sheraton Anaheim Hotel

Dear Mr/Mrs [redacted] ,Thank you for reaching out to the Anaheim Majestic Garden HotelWe always appreciate when our guests take the time to share their concerns with us so we can Continue to improve our serviceThe concerns you have raised are very understandable, given the details you described.We are very concerned that we failed to meet your expectations, as it is definitely not the genuine service we strive to deliverWe've shared your feedback with our Housekeeping and Maintenance leadership teams in order to avoid such an experience from re occurring to any future guests.Our records show there was a conversation with Mrs [redacted] while diffusing a conflict between our staff and your wifeDuring this conflict Mrs [redacted] was verbally abusive to many of our staff members due to ultimately some sort of misunderstanding regarding transportation to and from the Disneyland theme parkAt no time during the conversation did ( [redacted] ) or anyone on our staff offer to "take care of the bill"Clearly, there's lack of understanding of multiple services provided during your stayMr [redacted] , some of our experiences have not been not denied, however the items you have pointed out in your correspondence does not equate to a full refundIn addition, we don't see and/or agree with granting any compensation.We appreciate your interest in the Anaheim Majestic Garden Hotel and the time you have taken to share your thoughts.Yours in hospitality,

May 14,2015*** ***Revdex.com of San DiegoViewridge Ave., #200San Diego, CA 92123-1688RE: Complaint ID #***Dear Ms***:RECEIVED MAY 2015The hotel offers a free shuttle to Disneyland Park and the final shuttle returning to the hotel isone hour and minutes after the park
closesEach guest is given a flyer at check in informingthem of the hours of operation for the park each day and that the final shuttle returning fromthe park will be one hour and minutes after that closing time.The posted closing time for the parks on the day in question was 8:00pmWe confirmed thatthis was the posted time on the flyerTherefore, the last shuttle returning from the park thatday was at 9:15pmThe shuttle did complete this pick up leaving the park promptly at 9:15pmas postedThe guest stated she arrived to the shuttle stop at 9:16pm which was too late tocatch the 9:15pm shuttle.These guests contacted the hotel at 9:45pm regarding a pick upAt that time, they wereinformed that the last shuttle had been at 9:15pmHowever, we dispatched the shuttle backover to the park at 10:00pm to pick up any remaining guests that required transportation backto the hotel....even though it was outside of the scope of our published shuttle timesTheguests were back at the hotel by 10:15pm.The guest states that *** *** did not do anything to rectify the situation when she "tried toget in contact with her''*** *** never spoke to the guest regarding this situation so it isconfusing to us as to how she did nothing to rectify the situation when a conversation nevertook place.The hotel prides itself on providing a prompt and efficient park shuttle for our guestsInaddition, we are clear with the guests as to the times of this shuttle service as we did in thiscaseHowever, we went above and beyond for this guest by providing shuttle transportationfor her even after she missed the final evening shuttle returning to the hotel for the day.We apologize for any inconvenience that she encountered, however we operated our shuttleservice as advertised and posted.Respectfully,*** ***General ManagerLAR/mp

Dear Mr/Mrs. [redacted],Thank you for reaching out to the Anaheim Majestic Garden Hotel. We always appreciate when our guests take the time to share their concerns with us so we can Continue to improve our service. The concerns you have raised are very understandable, given the details you...

described.We are very concerned that we failed to meet your expectations, as it is definitely not the genuine service we strive to deliver. We've shared your feedback with our Housekeeping and Maintenance leadership teams in order to avoid such an experience from re occurring to any future guests.Our records show there was a conversation with Mrs. [redacted] while diffusing a conflict between our staff and your wife. During this conflict Mrs. [redacted] was verbally abusive to many of our staff members due to ultimately some sort of misunderstanding regarding transportation to and from the Disneyland theme park. At no time during the conversation did ([redacted]) or anyone on our staff offer to "take care of the bill". Clearly, there's lack of understanding of multiple services provided during your stay. Mr. [redacted], some of our experiences have not been not denied, however the items you have pointed out in your correspondence does not equate to a full refund. In addition, we don't see and/or agree with granting any compensation.We appreciate your interest in the Anaheim Majestic Garden Hotel and the time you have taken to share your thoughts.Yours in hospitality,

Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]Their response is one where they clearly do not care about customer satisfaction.  Their response says they don't agree or feel any compensation is necessary.  What do they feel is fair? Notifying them of cockroaches, rust, stained carpets and sheets, and them causing us to miss a Disneyland Magic Morning because of inaccurate time information....and an "apology" is what they think is adequate?  They didn't even put us in a different room.  Calling my wife verbally abusive? Of course my wife was upset because of their lack of service standards and no one would do anything about it!!!  Anyone would be upset.  In addition, it takes the Revdex.com to finally get your guy's attention.  I've called numerous times and not one manager would contact me back.  Their lack of standards start from the bottom and continue to the top, clearly.  We are the customer.  Customers are always right.  There was clearly a problem. What would you like to do rectify the problem?  What can a business do to really say sorry to the customer? Your "half" attempt at an apology is an embarrassment.  I expect something to be done on your end for my wife and I.  Once again, I wouldn't be going through all this because I have nothing better to do.  Please figure it out.
Regards,
[redacted]

Review: Issue number one they offer a free shuttle to disneyland the last pickup was supposed to be at 10:15 and come every thirty minutes we were there at 9:16 pm and not a single bus showed up until after 10:20 when several other guest members went there to complain about the service and the attitude of the bus driver [redacted]; yelling at my 3 year old granddaughter, we spoke with the manager on duty [redacted]. She did nothing made it our fault and sent us off. The next day when I tried to speak with the hotel manager [redacted] she did nothing to rectify the situation offering nothing for making guest of her hotel stay out in the cold for over an hour. The next day my daughter left disneyland early and our cars key was nothing working causing my whole party to leave early because the front desk told her we need to check in again ruining our fun for the rest of the night. I spoke with [redacted] who was extremely rude and did not care that the hotel ruined are vacation that we paid for and waited for.Desired Settlement: I would like 2 nights adjusted on my bill as well as free parking for my entire stay.

Business

Response:

May 14,2015[redacted]Revdex.com of San Diego4747 Viewridge Ave., #200San Diego, CA 92123-1688RE: Complaint ID #[redacted]Dear Ms. [redacted]:RECEIVED MAY 1 8 2015The hotel offers a free shuttle to Disneyland Park and the final shuttle returning to the hotel isone hour and 15 minutes after the park closes. Each guest is given a flyer at check in informingthem of the hours of operation for the park each day and that the final shuttle returning fromthe park will be one hour and 15 minutes after that closing time.The posted closing time for the parks on the day in question was 8:00pm. We confirmed thatthis was the posted time on the flyer. Therefore, the last shuttle returning from the park thatday was at 9:15pm. The shuttle did complete this pick up leaving the park promptly at 9:15pmas posted. The guest stated she arrived to the shuttle stop at 9:16pm which was too late tocatch the 9:15pm shuttle.These guests contacted the hotel at 9:45pm regarding a pick up. At that time, they wereinformed that the last shuttle had been at 9:15pm. However, we dispatched the shuttle backover to the park at 10:00pm to pick up any remaining guests that required transportation backto the hotel....even though it was outside of the scope of our published shuttle times. Theguests were back at the hotel by 10:15pm.The guest states that [redacted] did not do anything to rectify the situation when she "tried toget in contact with her''. [redacted] never spoke to the guest regarding this situation so it isconfusing to us as to how she did nothing to rectify the situation when a conversation nevertook place.The hotel prides itself on providing a prompt and efficient park shuttle for our guests. Inaddition, we are clear with the guests as to the times of this shuttle service as we did in thiscase. However, we went above and beyond for this guest by providing shuttle transportationfor her even after she missed the final evening shuttle returning to the hotel for the day.We apologize for any inconvenience that she encountered, however we operated our shuttleservice as advertised and posted.Respectfully,[redacted]. [redacted]General ManagerLAR/mp