Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents (tourists from ******) stayed at the Sheraton ******** ************ on *******************************************************************. they paid with their company credit card the amount of $3277.72.upon arrival at the hotel, they were requested to deposit another credit card they have on hand. so they did.A couple of months later they noticed that they still had both charges on both cards. my parents have limited English so they asked me to contact the hotel for reimbursement of the amount on the card that was left for deposit. The hotel was hard to reach, but once they answered they send me an email with a copy of reimbursing $2773.72. the email arrived with no explanations, contacts, phone, and do not replay the message.I since called again and again many times trying to understand why $504 is missing from the card. I'm receiving no answers. so I've decided to drive there physically. when I got there I had to leave all the details and information about the case again. and was promised that someone would reach out and explain or refund the rest. a week passed by and no one contacted me.I've called again today about 10 times, no answers on the phones

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We family of 3 people checked in Sheraton bay tower San Diego on 07/30/2022 close to midnight and went inside my assigned room. The balcony was wide open and bugs were flying and the room looked dirty, as I stepped in the toilet I slipped and fell down. Then I realized the carpet was soaking wet and that made me slip and fall. As it was very late I called the hotel next morning and addressed the incident and asked a manager to reach out me. No one responded and the second night after many calls, the staff Aly reassigned another room. No incident report was documented for the fall and no one reached out concerning safety and the stay in the damp room all night. What is the reason for ignoring the quest safety issues and not following up with them? Is there a reason for not filling the incident report for the fall. ******, Aly and ***** are the front desk staff who helped me and tried to get some one involved but no luck. I purchased travel package for hotel and flight through ****** travel, booking #C403200842 for $2290.78,Stayed from 07/30 to 08/04.Very disappointed and hurt for paying so much money and ruining my vacation, risking my safety and stayed in a place where safety does not matter.