We stayed here last Saturday for the NJ Marathon. It was the host hotel. As far as the hotel itself was concerned, it was pretty much par for the course for the Jersey Shore...in need of updates and repairs but decent.
After finally settling into our room around 9pm (we had just flown back from a Miami vacation earlier that day) we discovered that the toilet in our bathroom did not work. After inspecting it ourselves, we found a dirty used water bottle in the tank. It was unrelated to the problem but raised concern as to how meticulously the rooms are cleaned and maintained. Still not sure why it was there.
We debated whether to bring it to mgmt attention because it was late (9:30pm) and we had to be up at 4:30 am for the race, but when we realized the toilet was unusable, we had no choice.
My husband went to the front desk and 2 nice gentlemen there initially attempted to help but were cut off by a man who appeared to be their manager. My husband attempted to tell him what was wrong with the toilet and the manager cut him off and said we should've brought it to his attention sooner. He then told my husband that he can't fix the problem if he can't tell him what is wrong. He never offered to come to the room to see for himself, to send maintenance or showed any concern whatsoever.
When my husband became frustrated and told the manager that he just needed a toilet, the manager told my husband that he was harassing him and that he was going to have him removed.
We are Starwood Preferred members and travel often and have NEVER been treated so poorly. It was virtually unfathomable. At that point, my husband decided to walk away because he was getting no where and did not want to escalate the situation. He asked the manager for his card with the intent of calling corporate.
By this point, more than 30 minutes had gone by with no solution and my husband called corporate from the room. That call lasted at least an additional 30 minutes. We were out on hold several times, presumably so corporate could reach out to the hotel because maintenance all of a sudden showed up at our door....but only after corporate got involved.
What became even more unbelievable was that when corporate asked for the name of the manager, my husband read the card that was given to him by the manager and realized that the name on it was "Loretta." The manager he spoke to would not even provide his own card or his real name - in the event he didn't have a card.
Maintenance checked the toilet and determined that it was a faulty valve. We were told that it would take at least an hour and a half to fix. By this time, however, it was well after 11pm and we had to be up by 4:30. (Had the manager just dealt with the situation like a professional when we first approached him, it could have already been fixed by this point)
After maintenance left, we were put on hold several more times...again, presumably, so the plumber could report back to the hotel and corporate with the cause of the problem.
Thereafter, the corporate representative came back on the phone and offered us 5000 Starwood points to close the matter. While I suppose it was a decent gesture, what I really wanted at that point was just a working toilet...having paid over $200 for a run down hotel room, I didn't think that was too much to ask. I asked what my alternative was and was told that the matter would be kept open and reported to the hotel manager directly. I told them that neither alternative solved the problem that we had no working toilet so they may as well just keep the matter open.
My husband and I then had to use the public restrooms in the lobby for the rest of our stay.
We were contacted after checkout by another hotel manager and she offered to take 20% off of our room because we "refused" the Starwood points. There was no apology, no "hey, sorry, we didn't mean to threaten to arrest you when you got upset about having no toilet." They just completely did not care. We responded that this was unacceptable but received no response since.
Promoted by this experience, I read previous Tripadvisor posts and realized that rude management and malfunctioning toilets are not isolated incidents at this hotel. I am a huge fan of Starwood, but will never stay at this hotel again. Management showed a complete lack of care and respect for its guests. I may not have gotten a satisfactory resolution to my situation, but I will be sure to share this story with as many others as possible so no one has to endure the obnoxious, callous, rude treatment by management that we did.
(I should also note that when we initially checked in, there were 2 events going on at the hotel - a pasta dinner for the race and a wedding. My husband and I both heard the rude manager comment out loud to a co-worker at that point, "the food back there is worse than it was last night." And then he laughed. We didn't think anything about it at the time or even discuss it, but after seeing how he operated and how he treated us, we both realized that the comment was just further evidence of how little he cared for his responsibilities.)
- Official Description (provided by the hotel):
- Whether traveling to New York, Philadelphia, or Atlantic City, Sheraton Eatontown Hotel is centrally located, near major highways and close to the Jersey Shore, Atlantic City and Seaside Heights. ... more less
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- Also Known As:
- Sheraton Eatontown
- Eatontown Sheraton