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Sheraton Launches First Ever Written Service Guarantee.
Friday, 13th September 2002
Source : Starwood Hotels & Resorts
 

Is your hotel mattress lumpier than your wife’s mashed potatoes?

Did your room service dinner arrive just in time--for breakfast? And did you sprout a few new gray hairs waiting on line for check-in?

Bad beds, slow room service and interminably long check-in lines are just three pet peeves plaguing the hotel industry according to Sheraton Hotels & Resorts Worldwide, Inc.

"Hotels constantly monitor `service failures’ which is simply a fancy way of saying service goofs," said Robert Cotter, Chief Operating Officer of Starwood Hotels & Resorts Worldwide. "Industrywide, there are what I like to call the Big 10 - ten gaffes that really drive hotel guests nuts, and which they encounter far more than they should."

"BIG 10" Hotel Complaints
1. Wrong Room (wrong size bed, wrong view, smoking/non smoking room)
2. Room Not Clean
3. Bad Bed (hard mattress, poor quality, not enough pillows, etc)
4. Missing Wake-up Call
5. Missing Bathroom Amenities
6. Slow Room Service/Restaurant/Bar Service
7. Uncontrollable Noise (train running, garbage truck)
8. Billing Errors (incorrect posting of charges to bill)
9. Slow Check-In
10. Room not Ready

Enter The Sheraton Service Promise, which pledges to provide guests a great, problem-free stay or else the hotel will make it up by fixing any defect on the spot when possible, but also compensate guests for any problem they encounter. Guests can choose from a range of compensation from frequent guest points, credits, amenities, gift certificates or even cash back. Here’s how the Sheraton Promise works:

- If a guest experiences an inconvenience such as missing bath amenities, slow check in, or billing problems he or 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 isn’t clean, problems with the heating or controllable noise will result in an apology plus a $25-$75 value (based on the hotel’s average daily rate). Guest’s 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, uncontrollable noise, 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.

"While our goal with The Sheraton Service Promise is to eliminate poor service all together, if a guest does have a problem, any problem, we promise to fix it when possible, and make the situation right by compensating guests for a less than great stay," said Cotter.

The Sheraton Service Promise is the latest initiative designed to upgrade the brand and let travelers know that things are different at Sheraton today. During the last several years, more than $1 billion has been invested in the Sheraton brand, primarily in renovations; brand standards have been added and enforced; and hotels that failed to meet service criteria have been disenfranchised.

Guest satisfaction scores at Sheraton hotels have steadily increased over the last two years, and the company expects the rise to continue with programs like the Sheraton Service Promise, plus new beds and room design set to debut during the next six months.

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