Yesterday, in quick succession I received the following letters from Sheraton Airport Hotel. The first one read:
First of all we would like to thank you for having chosen the Sheraton Paris Airport Hotel for your stay in Roissy Charles de Gaulle and for your feedback.
In your comment you mentioned “I stayed twice at Sheraton (one for day use) but would like to point out that on our first stay /day use) I was charged for taking something from the mini-bar which I didn’t at all do. We were too much in a rush to catch the train to Dijion so we didn’t have the luxury of time to check the bill and point this out.” May we kindly ask you to provide us with the date of your day use stay and the exact amount you have been charged for the mini-bar? This would help us tremendously for further investigations.
In your ratings we also noticed a 5/10 for our lobby. May we kindly ask you if you encountered any situation/problem or discrepancy in the quality of our services that may lead you to think so? This would help us tremendously in improving our services.
Mrs. xxx, please do not hesitate to contact us, should you wish to share any additional feedback and/or suggestions with us.
We thank you once again for staying with us and look forward to welcoming you again in the future.
After I answered the above letter, I got the following response:
First of all we would like to thank you for having taken the time to give us an additional feedback.
We apologize for the inconvenience caused and are happy to reimburse you the amount of 6,50 Euros for non consumed mini-bar items.
Further to your question regarding the receipt; Montant = 1180.72 frf is the amount you paid converted to French francs, the former currency of France.
Mrs. xxx, please do not hesitate to contact us, should you have any questions or need further assistance.
We thank you once again for staying with us and look forward to welcoming you again in the future.
Both letters were signed by:
Kathrin HEUMÜLLER | General Manager Office
Sheraton Paris Airport Hotel
Terminal 2 I B.P.35051 I Tremblay-En-France I 95716 ROISSY CDG CEDEX
telephone +33 (0)1 49 19 70 73 | facsimile +33 (0)1 48 62 36 55
The response of the Sheraton stands in sharp contrast with that of the hotel where we stayed in Paris itself: Hotel Concorde Montparnasse. While I liked the latter’s location, amenities, and personnel very much, there I was overcharged for a night — whereas per the reservation I made via the Internet, the second night should have been 180 euros, I was charged 200 euros each per night. HCM also sent me a survey form the way Sheraton did. I pointed out this error and while HCM acknowledged my glowing review and asked if I could write the same to Trip Advisor, it never dwelt on the overcharge. This may indicate that either they didn’t think the matter was worth paying attention to or they missed seeing it altogether. Again, I hadn’t bothered to complain though I noted the error because when we checked out, we were in a rush to catch a train to Tours. I know I am partly at fault here (for not complaining right then and there) but that the same thing happened in Sheraton and that they bothered to correct it show me which hotel is more concerned about being fair. Sheraton also noticed that I didn’t rate the lobby favorably and asked why. Way to go, Sheraton!!!
CLick on the links for pictures.
a. Sheraton
b. the view from our room in Sheraton.
c. Another picture. yet another
