Return to our Home page Search
Click here for the hotel and hospitality news from around the globe Hotel, Travel and Hospitality Articles Videos and in-depth Interviews
Read more now
Read more now
Read more now
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.

~ Important Notice ~
Articles appearing here contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.

Learn more about DigiJames - in room technology
 Latest News  (Click title to read article)
Asia Pacific, led by China, dominates global business travel
Tuesday, 29th July 2014

Emerging markets grabbing bigger piece of the online travel pie
Tuesday, 29th July 2014

In Focus: Istanbul, Turkey
Tuesday, 29th July 2014

China overtakes the US as the world's largest economy: Impact on industries and consumers worldwide
Tuesday, 29th July 2014

Healthy Hotels: Risk and guest demand main reasons for abandonment of chlorine bleach
Tuesday, 29th July 2014
 Latest Articles  (Click title to read article)
Mid-Year Review: The Rising Tide of Mobile Bookings - How Hoteliers Can Stay Afloat
Tuesday, 29th July 2014

The 'Drink Up' Campaign Made a Measurable Difference
Tuesday, 29th July 2014

More Workers Taking Temporary Path To Being Hired Full-Time
Tuesday, 29th July 2014

South America's 'Fauxtels': Argentine Hotels that Borrow Big Names
Monday, 28th July 2014

Five Ways the New Facebook Layout Affects Hotels
Monday, 28th July 2014
 Most Read News  (Click title to read article)
Thailand Situation Updated - June 27: Thailand tourism gets stronger than ever
NH Hotel Group disposes Amsterdam asset
The Chinese Luxury Traveler - How destinations are decided and bookings made
News from around the Asia Pacific region, June 10
Alila and Commune create new lifestyle hotel management company

© Copyright 4Hoteliers 2001-2014 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here

Use of this web site is subject to our
terms & conditions of service and privacy policy