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.
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