To whom it may concern,
My recent stay at the Sheraton Columbia Town Center Hotel was horrible. I had booked two rooms, each with two double beds, l through Expedia about a week before my check in date. I had called the hotel directly and asked for conjoining rooms, or at least to have them on the same floor next to each other. The person I spoke to said that would be no problem at all and she would make a note of it. When me, my wife and two brothers went to check in (all of which are in the military serving our country), we were rudely informed that I could not check in because I was "only" 20 years old even though my two brothers are over the age of 21 and were staying in those two rooms. The lady we were speaking to said that we should just call Expedia and change the reservation to one of their names because the other way to do it required her to do more work. After going to take care of changing the name on the reservation, we came back to the front desk and proceeded to check in. However, when she basically threw the two room keys at us, I asked if they were next to each other and all she said was "No it's too late for that we can't help you". A little taken back, I just walked away. To my surprise, not only were the rooms not next to each other, they were not even on the same floor. One was on the third floor and the other on the fifth. Already irritated, we went into the rooms and found that they were only one queen bed in each room when we specifically reserved two double beds. We walked straight back out to the front desk and told them what was wrong and they lady who we were spoke to acted as if she did not want to help us. She said that Expedia should not have even offered us the two double bed rooms and that it is solely Expedia's fault. I, however, made her fix it and asked to speak to a manager. She rudely said that that would be her. Her name was Sharlyene Joseph. I continued to explain how frustrating everything was and again, she took absolutely no blame for anything and just blamed it on Expedia. Getting nowhere, I walked away. We were all standing there with our bags for about thirty minutes and when we went up to her to ask what was going on she threatened to cancel our reservation all together. I highly doubt she was actually the manager, and if she is, she needs to be fired or demoted. She was extremely rude to all of us. When she finally gave the new keys to us, she stopped us from getting into the elevator and told us to go up the stairs for some reason. I found it very unprofessional and rude of her. Our rooms still were not on the same floors. It was my wedding night and had chose to stay at the Sheraton because I thought it would be a pleasant experience. For the one night we were able to take away from work, it was extremely unpleasant. Unfortunately, it turned the happiest day of my life into one of the worst nights. For the service I received I would not have even paid two dollars for those rooms. This was by far a waste of $200.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am in receipt of your detailed information and we have already worked with Sheraton to address this issue. Though an explanation at this point may seem redundant I would like to stress that county laws do not allow us to check in a guest unless they are 21 years of age or older....In this instance I believe we were attempting to assist by cancelling and rebooking under the name of the older person who would be occupying the room with you - regretably this seemed to complicate and possibly start your stay off the wrong way. I am very sorry for all the confusion and the perception you departed with. We are very dedicated to our guest experience and wanted your wedding night to be a special one and not spoiled. I hope that in the future you will be able to join us again and allow us to correct some of these issues.
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Please feel free to contact me directly if I can assist in any way - my email address is Joe.Giannino@sheratoncolumbia.com
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.