Here is my compliant letter to the the managment
June 28th, 2014
Dear Sheraton Carlsbad management,
I am a Starwood Preferred Guest Member and have been a loyal customer of your hotel chain and have always appreciated the excellent customer service your chain offers. Yet a recent unpleasant experience with your hotel has shaken my belief in your ability to provide top notch customer care all the time.
I had a reservation for June 26, for a one night accommodation at your hotel. I had chose your hotel specifically because of it's private entrance into LEGOLAND. I was traveling with my spouse and my two young children. After a long drive and late night we were excited to finally arrive and get some sleep. We arrived at 11pm to your hotel and upon check in we were told that there was no room available for us, and that the hotel has been overbooked. The night manager had explained to us that the mix up had happened because we had booked through a third party. Your hotel had made complimentary accommodations for us at the West Inn & Suites and we would receive a full refund for the room booked with you. I explained to the hotel night night manager that this was unacceptable and that clearly the West Inn & Suites is not comparable to the Sheraton , also that the West Inn & Suites did not have a private entrance to LEGOLAND. She apologized again and claimed that this was all she was capable of doing. Having no choice we left and drove to the West Inn & Suites, only to find out that the room they were holding for us had a king bed , and I clearly needed accommodations for 4. Unfortunately the West Inn & Suites had no other rooms that could accommodate 4 guests at the time. The West Inn and Suites now had to make calls to all the surrounding hotels in the area to find a room that could accommodate us. We finally received a room at the Carlsbad by the sea resort, when we arrived at the Carlsbad by the sea resort it was obvious that, although the staff was very nice, the hotel was not nearly as nice as yours. I cannot begin to tell you how very disappointed this whole experience has been. Do to all of the chaos we did not get into the room until 12:30 at night which was completely catastrophic for my two children that were completely exhausted and upset.
I am writing to encourage you to improve your customer service as I don't want this experience to ruin my positive impressions about your hotel. If this is the kind of service that loyal customers receive, I can only imagine how worse is can get in the case of others, I just hope that these problems will be solved, because clearly according to your night manager this happens frequently.
- Official Description (provided by the hotel):
- Situated between Los Angeles and San Diego, we're adjacent to Legoland CA and provide a refreshing retreat in a charming coastal community. Onsite we have over 30,000 sq ft of event space. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Ctrip TA, Expedia, Priceline, Travel Republic (UK), Hotels.com, TripOnline SA, Evoline ltd, getaroom.com, HotelQuickly and Cancelon so you can book your Sheraton Carlsbad Resort and Spa reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- Sheraton Carlsbad Hotel Carlsbad
- Carlsbad Sheraton