Sheraton Guest Service Initiative Rolls Out

NEW YORK— With its flagship New York property serving as a backdrop, Sheraton Hotels & Resorts launched a new Service Promise program on Sept. 6 that seeks to bring stronger consistency and greater guest satisfaction across the board as part of the revitalization of the brand. Led by Barry Sternlicht, CEO of parent company Starwood Hotels & Resorts, some 200 staffers from the 2,400-room hotel pledged to put an end to slow room service, wake-up calls that fail to arrive, lumpy beds and other guest irritants, vowing such problems will not only get fixed on the spot when possible, but will warrant guests compensation at all 200 Sheraton hotels in the Continental U.S. and Canada. No matter what the problem may be, guests who are unsatisfied need only tell a hotel associate and they will automatically receive some form of compensation, according to Sheraton officials. For example: — If a guest experiences an inconvenience such as missing bath amenities, slow check-in, or billing problems he/she will receive an apology plus a $15 value or 500 Starwood Preferred Guest points. – A large problem that the hotel can fix like a room that isnt clean, problems with the heating, or noise will result in an apology plus a $25 to $75 value (based on the hotels average daily rate). Guests are offered several options for compensation including a credit toward the stay, a gift certificate for a future Sheraton stay, amenities such as spa services or Starwood Preferred Guest points. — Slow room service, no wake-up call, poor food quality, a bad bed or other large problems that cannot be fixed will result in an apology plus credit for a free room-night or meal, or a gift certificate good for one night at another Sheraton or Starwood Preferred Guest points.