I booked a room at the Columbus, Ohio Sheraton for my nephew, who was on leave from combat duty in Iraq for the weekend before Christmas. From 11/24 through 12/14, which was the date of his check-in, I had a minimum of 5 conversations plus one written fax with Sheraton Columbus and Sheraton Reservations stating I wanted to pay for the room for my nephew, that he was on leave from combat duty in Iraq, that I wanted him to have a very pleasant stay, and that I wanted to be absolutely sure that the room was paid for on his check-in. Sheraton did take my credit card info, they had me fax my credit card info as well, and they did debit me for the room prior to his check-in.
Upon my nephew's arrival they took his credit card info. for any extra charges (and no, they did not acknowledge his military leave/service/etc.). Then, despite all the 'yes we understand' telephone and written communications I had with the Sheraton, they did not check their own records/computer, and proceeded to debit his card for the room too, which of course totally wiped out this young man's checking account and Christmas shopping money. They did reverse the charge when he found out and told them (it was he who discovered this, not the Sheraton), but his money was left in wire transfer limbo for the weekend. The Sheraton's helpful response was 'go talk to your bank.' After spending half the day Saturday at his bank, and repeated phone calls coordinating the return of the funds with the Sheraton, he did get his money back into his account.
Oh, yes, they over-charged each of cards by about $40. We had to repeatedly request a response on why we were each debited on our duplicate charges about $40 above the quoted price plus tax. Repeatedly they assured us they had charged correctly. Finally they admitted they had not. But, if we had not repeatedly questioned it, they'd have taken the extra charges. In fact, the credit still hasn't arrived in my account.
We do understand mistakes can be made. What is causing this public negative report from me was that, even knowing the hassles they had caused this young man, when he was on leave from combat duty in Iraq, and when he'd lost 1/2 day of his weekend because of the Columbus Sheraton, they did NOT DO ONE THING for him other than give an 'our bad' verbal sorry to him. Not a free meal, not a basket of fruit, not a can of pepsi, not an extra mint on the bed. They even took his money when he rented a movie after all that had happened that day. How low can you go?????
"God Bless Capitalistic America". I am sure that some manager at the Columbus Sheraton will be given an award for having no cost over-runs.