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Business Profile

Hotels

Sheraton Suites Fort Lauderdale At Cypress Creek

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We checked in on Mar 22, 2024 into this hotel for a one-night stay. We went in at mid-night and we were very tired. The next morning around 10:30 AM before checking out, I called front desk to ask for the permission to stay a bit longer. 1-hour was the request and we actually just stayed for 30 minutes longer. The front desk seemed to be reasonable and agreed us to stay a bit longer. I said Thank you for your help. At check-out, no information on extra charge was given and everything went smoothly.Surprisingly later the day, there was an extra charge of $84.75 came up for late check-out. I was annoyed and called the hotel. The front desk transferred to the manager and the manager said he would call the accounting to fix it the next week. Nothing has happened and this bill stayed on my credit card. For one thing, they could tell me they would charge me for staying 30 minutes longer but there is no such information and no one tells me. I thought it was a courtesy. For another, they promised they would fix it but nothing has happened. The hotel should do some corrections on their end.

  • Initial Complaint

    Date:11/25/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sheraton Suites Cypress is an absolute disappointment. Regrettably, all of the bad reviews written are factual. This location is a poor representation of the Sheraton brand. My experience was horrible. It started with the hotel not being able to accommodate a paid reservation for a king size suite and downgraded me to two double beds. If that wasn't bad enough the aroma of marijuana was pungent from the hallway to the inside of my room. Then inside the room was a soiled sofa with old battered furniture. I was in utter disbelief of the poor standards. I immediately contacted the front desk. The manager **** came to my room and informed that he assed the situation and indicated that he smelled the sent of marijuana also but was unable to determine where the scent was coming from.At this time I asked to be relocated to a different property since there were no other rooms available. However, he advised that I would have to contact Expedia due to the reservation being made through a third party. I immediately contacted Expedia to lodge the complaint and requested a location change to another property. They advised that they would have to contact Sheraton to advise them of the complaint. Both my husband and I are employed with Law enforcement. This exposure to illegal narcotics is detrimental to our careers. Then instead of admitting liability **** informed Expedia that the complaint was not factual. I was in disbelief and it was clear that the manager had no integrity.This was truly an horrific experience for my family. Expedia offered $150 cash refund for a ****** per reservation for my room #*** and 420 which my mother ********************* was staying. That was an absolute insult to me and I refused the payment.

    Business Response

    Date: 12/11/2023

    This hotel has new management and will have to contact the property itself for the complaint. Our ownership group changed back in July. Please call ************ or open a compaint with Marriott. The best bet is to reach out to expedia directly.

  • Initial Complaint

    Date:09/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I visited the Sheraton Suites in cypress creek a few months back when it use to be my favorite place to be. April *****th I booked the second time that month and I was forced to check out earlier because there was a ***** in the dining area of the hotel since Im allergic and also was disappointed I decided not to say. During my checkout I noticed that the concierge didnt ask how was my stay or was everything ok since I was checking out earlier where I usually extend or use my bonvoy platinum elite to checkout late so I just went ahead and said do you have an idea why ima checking out early and explained to her why and also showed a video of proof she asked to take my number down so the manager will call which they never did. So I filed a complaint with the Marriott rewards team someone contacted me back and said the manager is not available and she will call me soon she get in that also never happened now the time spent and money wasted has left a bad taste in my mouth very awful care of business and customer service good thing I have proof.

  • Initial Complaint

    Date:08/01/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $250 on my card because maintenance came to fix the air condition that was leaking water and had the room smelling from the wet carpet and saw my perception of marijuana on the table, so they said I was smoking in the room when I didn't I was also charged twice $145.77 instead of one night @ that price.I reached out to management and they send a email saying they will not return my funds.This hotel seems to have what looks like employees that might me working under the table.Also house keeping came into my room while i had the do not disturb sign on both days during my stay.There was a pair of ***** slippers stolen by one of the hotel staff out of my room.I will like the $250 that was wrongfully charge, $145.77 i was double charged as well as $450 for my slippers. .

    Business Response

    Date: 08/18/2023

    The Staff walked in He was smoking Marijuana in the room.

    Customer Answer

    Date: 08/18/2023

     
    Complaint: 20388917

    I am rejecting this response because:

    Sincerely,

    ***********************

    Customer Answer

    Date: 08/18/2023

    In a email from the hotel I was told there was a stench in the room when they came to repair the air conditioner.

    Now it's employee walked and I was smoking.

    None of this is true.

    They did this charge on my card after I told them an employee of the hotel stole out of my room.

    Customer Answer

    Date: 08/18/2023

    I sent a copy of the email 

    Customer Answer

    Date: 08/18/2023

    I sent a copy of the email 

    Customer Answer

    Date: 08/18/2023

    I sent a copy of the email 

    Business Response

    Date: 10/30/2023

    The room smelled like Marijuana when the guests called to complain about the *** Guests was warned about the charges and booked the hotel upon the agreement on our website that the hotel is 100% non smoking

    Customer Answer

    Date: 10/30/2023

    I sent a copy of 2 versions of lies that they stated.

    There was no smell in the room and I asked them to send someone up to verify that and no one came and my card was charged.

    Business Response

    Date: 11/20/2023

    The hotel will not be refunding any amount, as the guests was warned about the smoking policy. The guests room smelled like Marijuana an could not be rented out due to the smell. The guests can dispute with their bank if they wish. 

Sheraton Suites Fort Lauderdale At Cypress Creek is NOT a BBB Accredited Business.

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