I traveled with my wife and a couple to Puerto Vallarta from the 13th to the 18th of September. We made a reservation to stay at a Condo with a related travel agency from Sheraton getting a great price in exchange of attending a breakfast meeting (BIG MISTAKE)
So as we arrived to the lobby to check in, we discovered that the reservation wasn't confirmed for two condos, just for 1 room not in the Condo Area, but at the Hotel, even though I paid in advance for it.
When the front desk tried to reach the supervisor (ADRIAN) he refused to come into the lobby to face us, because he was "BUSY attending other guests, so we have to talk with him over the Hotel's phone. My friend spoke with him and Adrian stated: "I don´t have the time to address this situation, if you want to stay at the hotel you will have to pay for the room or the condo, even when you paid for it with your credit card, and since it´s too late to call the travel agency (10 PM) I can´t give you any other solution, if you want we could take care of the food and things you brought and storage it in the Hotel´s kitchen"
Facing this situation we have to pay for one night at a condo so we could storage the food, and we took the other hotel room, which was kind of far away (5 minute walk) in a rainy night. Obviously at the moment I complain over the Facebook fan page of the Hotel. ( I didn't get a response till the 18, the day of the check out!!!)
When we were about to enter the Hotel room, I discovered, the Sheraton poor front desk service, gave me a room that was already occupy with a couple!!! I was in shock. I've been in to many Brand Hotels, and this was a shameful experience! The bell boy that was helping us carrying our bags, didn't even know what to say.
So we went into the Hotel Lobby, I tried to reach Adrian to obviously complain loudly, but another supervisor addressed me. I told him the whole story and he gave us an upgrade, that I did not request. I also told him that I was a member of the Starwood Prefered Guest Program, and that the fact that they gave us a room that was already occupied was something to be really mad about, and that a brand such as "Sheraton" should be concerned about the "QUALITY" of the staff they have.
The next day, the travel agency apologized for the whole bad experience and told us they have solved everything. We attended the breakfast meeting, and did the whole tour. At the end of this, they tried to sell us a "special" package to travel all over the world for $50,000 USD, which we do not buy in part of the bad experience and because if you really use the system you could find prices higher than what you could get over EXPEDIA or KAYAK, so pretty much is a CHARADE.
As said before, I received a message from the community manager till our day of check out, which really is a huge mistake for social media strategy, specially when you provide a service and you are representing a Brand Hotel, and worst when the Staff that is working is not help full.
At the end of our stay, I could tell you that there are better Hotels to stay at Vallarta, that really train their Staff to provide a solution for any inconveniences you could have during your vacations like the Westin Hotel or Velas Hotel at the same category and price.
The room that they gave us as a way to "improve their customer service" is great (Sheratoon VIP Floor) therefore I´m stating that the level of the sleep quality and the cleanliness was great, but I wouldn't put in danger my safety and my wife knowing they gave me a previous room that was occupied with another couple.
Sheraton Floor Level Location are the best... the rest is awful.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to review our hotel. It is regrettable that your stay with us did not meet the expectations that previous Sheraton Hotels have provided for you. One of the major purposes of online reviews is to highlight areas for improvement and your feedback provides our hotel with valuable information that we can review to improve on for the future.
Thank you for your comments about the room reservation issues you encountered upon arrival, we would like to point out that, the Company who did your travel arrangements is not part of the hotel and we have not control on their staff services nevertheless, I will contact them to correct this unfortunate guest service experience. Please feel free to contact me at the hotel, so I can investigate this further, as I would appreciate the chance to prevent similar events from occurring.
If you have any further questions or comments, please let me know.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.