Sheraton Towers New York

Review: I brought a group to the Sheraton for a college media convention and spent one night out of the hotel. When I returned, the room had been emptied of all my belongings and reset as if I had never been there. Food, clothing, shoes, watch, etc were taken from the room. I have been back and forth on this situation between corp. consumer service and the hotel. The last response I got was that the hotel looked into lost and found--which is ridiculous since those items would have been put in the lost and found and been instantly identifiable from the reports I filed with hotel security.Desired Settlement: I believe that I deserve a $500 reimbursement for lost/stolen items--why would staff totally clean out my room for which I had paid for? Also, I deserve SPG points for having to continue this process for so many months.

Consumer

Response:

At this time, I have not been contacted by Sheraton Towers New York regarding complaint ID [redacted].

Sincerely,

Business

Response:

To Whom it May Concern:

I awarded [redacted] the offered 12,000 SPG points per our [redacted] as a good will gesture for inconveniences on April [redacted] 2014 and the awarded points were posted into [redacted]’s SPG account on April [redacted] 2014. I also forward [redacted] our Security Department information if any additional concerns or claims needed to be addressed.

Respectfully,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] The Sheraton and its corporate offices have shuttled my complaint back and forth between them in order to thwart it. Again, my room was totally reset by hotel staff as if I had not stayed there--bed remade and all of my personal belongings removed--even though I had paid for the room. I filed an "incident report" when I found that my winter boots were missing, and was told that security would contact me. The boots were expensive and I requested $170 reimbursement. I was told that hotel security would contact me after it concluded its investigation. It never did contact me so I called the hotel, corporate and each referred me back and forth to each other--each of them passes the buck between them. After I returned home, and took a full inventory, I discovered that even more things had been taken, but figured I would settle for reimbursement for my boots in order to end the matter. I never agreed to accept 12,000 points--the equivalent of one night's stay at the hotel--as the final say in the matter. In fact, those are the most points the desk manager said he could authorize, and suggested I call corporate in order to pursue further satisfaction. I call corporate and they say the hotel, via their internal policies, has to be given a chance to respond. Around and round it goes--the last time, the hotel responded that it would check lost and found: five months later! So my stay was ruined--hours upon hours dealing with the hotel at the time and then many more hours spent seeking satisfaction over the phone with the hotel/corp. and now Revdex.com. I suggest that the hotel reimburse me for the boots and we can call it quits.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,