ComplaintsforSheraton Boston Hotel

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This hotel practices ABUSE of unknowing paying customer's rights. They charge customers in full even if the rooms: has a blaring and ongoing drilling sound bec of the ongoing construction inside the hotel rooms (it was above my room 2126), the plumbing does not work (no cold water for 25 mins, shower pipes emits loud vibrating sound while taking a shower). When you call the front desk to ask what's going on, they will inform you the manager is "busy." On day number 2 of my stay, I agreed to be transferred to another room 607. The room they transferred me to had gross peeling bathroom tub. The room didn't readily have no cold water nor hot water hot shower, the toilet flush does not work, you need to kick the flush but even urine does not go down, and the does not seem well kept (dusty and dirty). The elevators were NOT available when I stayed except for 2 which resulted to long delays. The floors were a major fall hazard for people who are disabled or have mobility problems bec it was covered with a cloth and secured by tape during the ongoing construction. The "manager" sent an email to notify me abd the construction less than 24 hrs prior to check in/arrival which means the customers cannot cancel bec they are charged if booking is cancelled within 24 hrs of arrival. This hotel is DIRTY, UNSAFE, Does not provide the ***** NEEDS while staying in a HOTEL of a paying customer. They offered to give me "points" but I did not agree and they can me 25% off ONE NIGHT STAY. This hotel practices ABUSE of PAYING CUSTOMER's RIGHTS. I am NOT the only one. Look at the reviews. I demand a refund. This is not a hotel.

  Business response

  07/10/2024

  I am sorry to hear you encountered issues during your recent stay with us. We realize the renovation is causing some disruption throughout the hotel and we are doing our best to communicate this to guests arriving to our hotel to set the expectations. We are currently sending pre arrival emails with this information as well as ensuring our website is accurate. I am happy to hear the team was able to move you to another room away from the noise and issue a credit for the inconvenience. Please reach out if you have any further questions

  Customer response

  07/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It is very clear this hotel practices gross negligence of paying customer's rights by their continued booking of customers despite the unsafe, unsanitary, unable hotel rooms and facilities. I refuse to accept this auto generated response from this hotel chain. The local newspaper and local media will be notified of their abuse of customer rights and unfair business practices as evidenced by ALL the negative reviews from customers at the same time I book and paid for my stay. For this reason: I demand a full refund as stated on the original complaint.

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  07/18/2024

  Good Afternoon,

  We will be comping all charges and it should be reflected on the account in 3-5 business days.

   

  Best,

   

  ***********************

  Director of Operations

  Sheraton Boston

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stayed at this hotel from 9/23-26. My stay for the 3 nights was $926. On the 27th I was given a charge of $153.71 with no explanation and no receipt. I have emailed the hotel several times and have gotten no reply in over a week. I did not incur any extras during my stay- room service, calls, etc. One of the others in my group was also billed similar charge with no explanation to their ***** I am guessing this is a standard practice at this hotel to bill customers after check out and hope they do not notice the extra fees.

  Business response

  10/24/2022

  We have connected with the Guest via phone and have resolved their billing concerns

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩