Complaint Review: Sheraton Yankee Clipper

When checking into my hotel room, the bellboy dropped my laptop (it fell from the luggage cart) where he had it stacked on top of all the luggage. I ended up with a scratch on my screen from the fall. They have videotapes that substantiate the negligence and will not repair/replace my screen. I was assured the moment that it happened to not worry about it and I would be taken care of because the bell captain was sure the event would be on tape.

I filed a report with hotel security. I worked with the hotel staff and eventually General Manager James Pancallo. No one returned my calls. I called daily for weeks and finally got to talk to the GM, who said he referred the case to Wausau Insurance and Brenda Roberts, their Casualty Claim insurer. I went round and round with Ms. Roberts and Mr. Pancallo, and while they couldn't discount what happened, it was up to me to prove it.

What more did I need to do other than take testimonials from his employees, review video tape, recreate the accident, etc. ???? I expended tremendous effort and energy trying to get them to honor their promise and was unsuccessful. I visit Fort Lauderdale monthly for work and will never stay there again or at any Sheraton properties worldwide. I am also encouraging others who care about customer service to do the same.

Michael
Ada, Michigan
U.S.A.