I booked this hotel for a 1 night stay last night at 11 PM. Unfortunately I had to cancel because my mother had a health emergency and our whole family had to cancel our holiday travel plans. Even though I called back to cancel 1 day before our check-in, AND when I reserved online through the Starwood website, I purchased the "flexible rate" which states "Flexible Rate . You May Change Or Cancel This Reservation Until Shortly Before Arrival" that is not the case.
First, I called Starwood to cancel. They told me I could not without paying the cancellation fee which is equal to a 1 night stay. They told me they could not do anything and transferred me to the Four Points Long Island City hotel directly. Then I spoke with an operator, who transferred me to Daniel. He told me I would have to pay the cancellation fee, and that the flexible rate- even though it states that you can cancel until shortly before arrival, did not apply in this case because it was only 1 day before check-in. He then spoke to his manager, Alan, and when Daniel came back on the phone, he said that I would be charged the penalty.
Wow. This is 2 days before Christmas Eve. I am cancelling the day before (mind you, all other hotel brands when you book through their website and purchase something comparable to a "flexible rate" allow you to cancel up to 1 day before, but apparently, not Sheraton, or Starwood), so this should be plenty of time within a "flexible rate". And, I am cancelling not because I'm going to another hotel, or I changed my mind, but because of a family health problem.
It's too bad that this is how Four Points Long Island City shows their holiday spirit. They have deceitful marketing with their "flexible rate" and cannot even, as a courtesy, not charge a cancellation fee- even though I am trying to cancel this a day before! Merry Christmas, everyone.
I hope that no one else experiences their poor management and poor customer service even though you are trying to abide by the rules, even when there is a family health emergency that came up unexpectedly.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for making your reservations with the Four Points by Sheraton
Report response as inappropriate
It is very clear that you are upset with Starwood , The Four Points and many of our staff. You know sometimes it is not easy to maintain the guidelines for a Brand that offers every possible convenience and accommodation toward customer service and that is the reason there are cancellation policies in effect but also strict rules for our associates and executive operators.
We understand how a cancellation fee might make you feel and we certainly regret that you have submitted bad reviews to Trip Advisor.
Although a cancellation policy is a standard in the world of travel , when a customer or guest has legit reasons there are exemptions. Unfortunately you have experienced events which have prevented you from your travel plans. Many of times we can understand our guests requests to wave charges . Many more, we look at each request on a case by case basis and we try to be as flexible and helpful as we can be, once given the time and opportunity to revisit guidelines and cancellation information. Our Cancellation Policy is clear and very well explained and posted on all of our brand sites. We have put a lot of work and spent good money to adhere to what may be an Industry requirement and necessary measure. It is important that our guests are well informed and understand our terms and conditions as in all Guest Service related operations. It is equally important that or guests leave our Hotel with great impressions and memorable moments. I am truly upset that this is not the case here .
I wish things could have been different and you could have made your trip over at LIC . All of the disappointment you may feel now would have never happened and you would have enjoyed LIC and our Starwood property and might have even written a great report on line for all our 24/7 hard working staff at the service of the traveler.
With utmost respect and best wishes for the Holidays ,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.