Your web-browser is very outdated, and as such, this website may not display properly. Please consider upgrading to a modern, faster and more secure browser. Click here to do so.
This was also send as an email to the Starwood Team and posted as a review on the hotel site.
Dear Starwood Team,
was really looking forward to my stay in the Park Lane Sheraton Hotel in London this past weekend (October 26th/27th ) – especially as this was my first one as a gold member. Unfortunately it was a huge disappointment, got one of the worst rooms (#126: first floor close to the elevator and stairs, very dark, no view) – decided to let it slide until hearing a constant humming noise that really drove me crazy.
Will spare you the details and sum things up: had to talk to reception 4 times to find out what was going on (it came from a wedding downstairs) – the major issue was not the noise itself, but how I was treated. No one seemed to care and even stating very clearly that I am not happy with this situation and the humming sound stressed me out (could hear it even with ear plugs). Asked specifically to be kept in the loop – which nobody did, had to call again and again to ask about the current status and if anything can be done.
It was also very apparent that the receptionist was taking more and more time to pick up the phone which was really annoying and made me feel bad. Did not make this up to get another room or an update, the noise was seriously stressing me out. Had to call the duty manager (reception did not put me through, was just told to call the operator) – at least Susan was aware of the situation but also made no real effort to change anything, she did send up a technician who confirmed it was coming from downstairs and he recommended to talk to the duty manager again – called, but she decided to not pick up the phone or follow up in any other way.
All in all it was a huge disappointment to be treated this way, no one kept me in the loop or bothered to help me and this was the real issue. Things like this happen, it´s unfortunate but the most important thing is then how the hotel staff is dealing with it and the service provided was absolutely unacceptable.
I´ll stay loyal to the SPG program as it’s the best within the travel industry, just never ever stay again in the Park Lane Hotel in London or recommend it to anyone (there are some negative comments on foursquare and Tripadvisor already).
To end on a positive note, the team behind the @starwoodbuzz twitter account was doing an amazing job and answered very quickly after my complaining tweets, reached out and asked for details.
Kind regards, Monika
Page 1 of 49