I rented a handicap room at Sheraton Phoenix Airport Hotel Tempe for three nights. I arrived early on a Saturday and was happy to hear that Room 105 was available. I checked in and went to the room; which was on the first floor with the hall adjacent to the Lobby. The only accessibility issue I had with the room was the lack of a suitable shower chair for the roll-in shower. The staff failed on securing a suitable chair, even after the front desk manager promised to get one for the next morning. However, this was minor in comparison to what I discovered on the last day I stayed at this property.
I noticed that there was water intrusion from the baseboard and the wall opposite the roll-in shower. The wall was actually oozing water and the carpet was soaked to the point it was squishy. I immediately contacted the front desk and said they should send an engineer so I can show them what is happening. I waited for about 30 minutes and no one showed up. The front desk person, Melissa, notified me that the engineer would not be coming because they knew about the water and that they had parts on order. I was absolutely shocked. They had rented a room where there was obviously mold and dampness, which could jeopardize the health of an individual. I decided that I should take photos of what I had witnessed.
After sending said photos to Starwood Hotels and reporting what happened, the response I received is below. I am still appalled that Starwood and Marriott would not have stepped up to the plate with a better response. I have been a Rewards Member for over 25 years and this really turned me off to renting from them ever again.
Dear Ms. Xxxxxx,
Thank you for contacting Starwood Hotels & Resorts Worldwide, LLC regarding your past stay in our property the Sheraton Phoenix Airport Hotel Tempe. Allow me to assist you.
We are always interested in hearing from our guests, but I am sorry it was this type of occurrence which prompted you to contact us. On behalf of Starwood Hotels & Resorts Worldwide, we sincerely apologize for any inconvenience this situation may have caused you.
I have issued 2000 Starpoints to be credited to your account to cover the points part of one of the nights as an apology for the issues caused. I would ask you to allow us up to five working days to credit your profile.
All of your comments are being investigated to avoid any recurrences of similar incidents in the future.
The information above has also been documented in a customer service file. For your information, the file reference number is: xxxxxxxxx.
We appreciate your patronage of Starwood Hotels & Resorts Worldwide, LLC. Should you have any further queries, please do not hesitate to contact us at *******242 quoting the above file number.
Associate, Starwood Preferred Guest
Starwood Hotels & Resorts Worldwide, LLC