Sheraton Milwaukee Brookfield Hotel

Review: 1. Front desk supervisor was very rude & disrespectful when I was checking in

2. There was blood on a pillow case

3. When I called customer service to complain about the above issues, he too was rude & explained to me that the issues were taken care of & told me that I had been very disrespectful to them. When I stated to him that he seemed to not be interested in my complaints, he informed me that I had nothing to complain about because they replaced the pillowcases & gave us free breakfast for the front desk issue which I then told him that I was just wanting to let them know what had happened. He get sarcasticly thanked me at which time I stated that I felt he was being sarcastic & really didn't seem to care that I had a very frustrating stay with more than 1 issue. At that point I just decided it would be best to end the conversation because I would not be getting an apology from him or the company.Desired Settlement: When I had called customer service to voice my frustration all I was looking for was an apology from he company, not a refund or any comps, but after the phone conversation & lack of any sense that the company even cared that my stay was very frustrating, I would like a full refund of 95.17 each for the 2 rooms I rented.

Business

Response:

Thank you for taking the time to reach out to us here at the Sheraton. Below is the documentation that was logged the day of arrival with guest [redacted]. At this point there will be no further good will gesture given to guest [redacted] as she was given breakfast here on property and new pillows were sent to the room. Guest service agent also did contact reservation booking site and guest was aware that they were required to provide a form of payment for incidentals.

Let me know if there is any other action required from us here at the Sheraton.

If you have any questions or concerns please don’t hesitate to reach out to me directly.

Potential Issue: Room [redacted] and [redacted]

Reservation: [redacted]

Guest was checking in with [redacted] - It started to sound heated so I stepped in.

Guest was upset because she did not have a method of payment for incidentals for her two prepaid reservations - I explained to her very calmly that the Chapter 9 of Brookfield ordinances and it is in company policy to take a method of payment for incidentals - She started to get more upset and explained that she did not have any sort of card on her, and she only had $2 to her name - demanded to see the documentation of policies - She also asked if I was a manager, I said no I am a supervisor - She asked to see a manager.

I pulled the information from Chapter 9 and Brand Standard along with a radio call to [redacted] had just left and [redacted] wasn't in for another 20 minutes) - I then showed her the legal documentation stating the incidental policy and she put her hand up and said that I was being very disrespectful and rude, stating that no hotel has ever asked her to put down a method of payment for a prepaid reservation - I told her I was sorry and that I would step away as [redacted] had arrived - [redacted] explained the policies again to the guest - [redacted] said it looked as if the guest was on the verge of tears - After this, the guest produced $20 for each of the rooms - [redacted] granted the guest BBK on both rooms to compensate for the bluntness of my conversation with her.

Guest later called down and spoke to [redacted] – She was very abrasive and asked how to receive the breakfast amenity awarded to her at check in, [redacted] explained.

Guest called down at 6:06PM stating that there was blood on her pillow – I apologized and sent up a new set of pillows.

Thank you

Front Desk Manager

t — [redacted]

SHERATON MILWAUKEE BROOKFIELD HOTEL

375 South Moorland Rd, Brookfield, WI 53005

Consumer

Response: