Business Profile
Resort
Sheraton Crescent HotelThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
09/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a reservation nov 21 2022 for two nights starting March ***** 2023. On feb 10 2023 I received an email stating they would not honor the reservation due to an unexpected fire. No refund for the ****** was issued. I emailed the ********************************* back but received no answer. On 3/25/23 I called the Marriott phone number provided in the email and spoke to a supervisor named *****. No help at all she just told me to wait. On 5/10/23 called again spoke to a woman named ****** who also told me to wait. On 5/24/23 I received an email from a ************ She said to allow ***** days for processing refunds. She stated she was part of the case resolution team. I still cant get any answers to how Im supposed to get my refund. My confirmation # for that reservation is ********Initial Complaint
06/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I booked a hotel room for 3/16/23-3/19/23 on November 15th, 2022 at a total charge of $937.71. On February 10th, 2023 I received a very vague email that the hotel had a fire, was closed, and could not accommodate my stay. The advice was to call Marriotts reservation line. As my rate was non-refundable and Sheraton did not cancel my reservation, nobody would help. The 3rd representative disconnected me. I then submitted an email support request, and that representative said on 2/15/23 I would receive a refund in 3-5 days. Having still not received any communication or refund I. called again on 3/1/23. This person finally submitted a claim and refund request. These requests still went unanswered and after weeks of calling the Marriott Corporate number I was transferred to "Reliance HG" which manages Sheraton. They claim they are working with insurance on refunds. I cannot find "Reliance HG" to file a complain against, but this is unacceptable hotel behavior, they should be shut down.Initial Complaint
03/15/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 18,2022 I booked a room at the Sheraton Phoenix Crescent hotel for March 24, 2023. I am happy to provide my reservation number.On February 10, 2023 I received an email from the hotel stating that, **** Sheraton Phoenix Crescent Hotel is currently closed due to an electrical fire and unfortunately, we wont be able to accommodate your upcoming reservation." Between February 10 and February 27, 2023 I tried to reach the hotel via the phone number in the email / website. but the phone seemed to be disconnected (likely due to the electrical fire). On February 27, 2023 I reached out and opened a case with ********************** since this is a Marriott hotel. I was told that, "After reviewing [my] case [they] understand that the hotel has closed due to an electrical fire, and [I was] inquiring on the status of [my] reservation. The hotel will be cancelling all reservations during this time. All cancellation fees will be waived, and advanced deposits will be refunded." I asked the timeline for the refund and was told, **** standard delivery time for refunds is **** business days from when the refund is processed. Once the refund has been processed the hotel will typically email an updated invoice reflecting the credit back to your card."After 10 business days I reached out and was told that the hotel would need to initiate this process, not Marriott. I have been told multiple times that the hotel would be reaching out to me to start this, but I have yet to hear from the hotel. I was even told that they would reach out today, but they haven't. I have provided all written communication that I have had with Marriott / the Sheraton Phoenix Crescent. I have been told on the phone that there is nothing else Marriott can do to escalate this case. I paid $282.55 for a hotel room that they canceled on February 10, 2023 and have not been able to get even a step closer to getting a refund. I need this money to book another hotel for my trip next Friday.Initial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a hotel room for 3/16/23-3/19/23 on November 15th, 2022 at a total charge of $937.71. On February 10th, 2023 I received a very vague email that the hotel had a fire, was closed, and could not accommodate my stay. The advice was to call Marriotts reservation line. As my rate was non-refundable and Sheraton did not cancel my reservation, nobody would help. The 3rd representative disconnected me. I then submitted an email support request, and that representative said on 2/15/23 I would receive a refund in 3-5 days. Having still not received any communication or refund I. called again on 3/1/23. This person finally submitted a claim and refund request. I still will not receive a refund for **** business days. Hotels are now almost all unavailable in my area and 2-3 times the cost. Due to not receiving my refund I have considerable financial strain in finding a new place to stay. This communication and handling of an entire hotel closing has been unacceptable at best, criminal at worst. I can imagine others didnt get the email, or didnt fight as hard as I did to get a refund. I except some sort of compensation for the difference I now have to front due to Marriotts lack of communication and poor handling of this issue.Initial Complaint
02/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Booked a hotel in January for March. Apparently it was closed because of a fire January 1st. I was not aware of this, but they accepted my reservation anyway. Sent me an email 3 weeks later saying there was a fire and they had to cancel my reservation. No mention of a refund of my $1,200+. Have called multiple times keep being told it will be 3-5 days. Just got off the phone with a very rude customer service rep. *** said they are still waiting for power. They still cant/ have not refunded my money. They have had my money for over a month now!Initial Complaint
02/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was notified on 2/10/23 that my 3/16-3/19 reservation at the hotel was canceled with no explanation. That day, I contacted the number provided and spoke with both an associate and supervisor, ****************** who werent able to assist me at all. They made no attempt to try to help me book a reservation at a different hotel in the Sheraton chain or offer to offset the significantly higher hotel room prices I was now facing. I was forced to book a comparable room at rates that were $107 more expensive than my initial booking. The delay in sending out a notice out to consumers felt like a deceptive business practice as I had the opportunity to rebook my reservation at lower prices if the hotel had informed me sooner. The associate and supervisor took no responsibility for the lag time in notifying consumers and these business practices felt abusive to force consumers to pay higher hotel room rates through no fault of their own.Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 14th of 2022 I booked a reservation to the Sheraton Phoenix Crescent for a trip on January 6th-9th. I paid in advance and was charged $310.70. Upon arrival in January I was told the hotel was closed due to an emergency and our reservation had been transferred to the Marriott Courtyard down the road. I was told I would not be paying for the reservation at the Courtyard as I booked in advance. Upon arrival at the Courtyard, they requested my credit card to be on file for an accidentals that *** occur. I complied, upon checkout at the Marriott Courtyard I was told the stay was $306.20 and would be refunded the overpayment. I was then charged again the $306.20 on my credit card. I have now paid $616.90 for one stay of three nights. I called ******** to get the charges fixed and they gave me a reference number and told me to call in 48hrs. I called again and they said the refund would be processed. It has not been processed and I have received no correspondence with them after emailing the Marriott complaint service twice. The charge is affecting my credit score now as the balance is not paid off.
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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