ComplaintsforSheraton Albuquerque Airport Hotel

• Initial Complaint

  11/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a ********* ******** Flight Attendant (23 years) who has stayed at this hotel several times before. After sitting at the end of the bar, ******* arrived and prepared to take my order. She asked me if I wanted something to drink. I ordered a double shot of Gentlemen Jack and a Modelo Negro beer. I asked and was provided with a menu. I began drinking my beer as I perused the menu. Although I was hungry, I recently began a new diet and my stomach wasn't feeling well due to my food restrictions. Therefore, I decided not to order any food. ******* returned and awaited my food order. I replied that I was not going to be ordering any food because my stomach wasn't feeling well. She apologized and said that she was sorry if I wasn't eating because of something that she may have done. I replied that she hadn't done anything wrong. I requested a plastic cup to pour my liquor to take outside and smoke a cigar. I exited the bar and went outside. Immediately afterwards and unbeknownst to me, ******* had followed me outside and was asking a shuttle driver if he'd seen a ********* ******** guy recently exit the hotel. I responded that I was sitting by the ashtray. ******* then began yelling at me for bringing liquor outside of the bar. She rudely waved her hands in my face. I returned inside. I stated that I had always been able to take liquor outside so long as the container was not a glass. ******* continued to berate and humiliate me in front of other bar patrons. Then she took my drink away and told me to leave the bar. I apologized for taking my drink outside. She told me to just leave. She mocked me for being a flight attendant by sarcastically calling me "Mister World Traveler" and said that "I should be embarrassed for what I had done". ******* even attempted to include other bar patrons in her verbal tirade. They refused to get involved. I left the bar. I was informed by the hotel desk employee ******** that it was alright for hotel guests take liquor outside.

  Customer response

  11/07/2023

  I would like the business to investigate this incident, review any available security footage at the hotel bar and the hotel entrance, and provide me with the results of their investigation. Furthermore, I would like the business to explain why their employee ******* R. chose to single me out for her harassment and her verbal tirade. If there exists any underlying reasons as to why I was humiliated and verbally abused… such as my race or gender, then I would like that explained to me as well. I have since contacted both the General Manager and the Assistant General Manager but they have not responded.

  Business response

  11/27/2023

  Good morning,

  I first want to apologize for the inconvenience which took place on November 5,2023 during your stay here at the Sheraton Albuquerque Airport Hotel. This is not how we conduct business with any of our guest or crew members who stay here at the property.

  We have gotten with the bartender and went over some more training with her on how we treat our guest her at the property. Did let the associate know that if they are unsure about anything to reach out to a manager to help clarify any questions that might come up with them being new to the property. Our intent is to make sure that all of our guest are taken care of during their stay with us.

  If our associate had asked the question to management at the time that they were unsure of a policy this would have been dealt with right away with no impact on service or to our valved guest Mr. *** ******.

  ********* ******** has been a key player with staying here at the Sheraton Albuquerque Airport Hotel for more than 35 plus years. We valve the relationship that we have had over the years and want to make sure that we continue to treat all of our guest in a professional manner at all times.

  Retraining is our goal so that this does not happen again to anyone who is staying with us going forward. Our associate was truly sorry for the incident that happened with Mr. ****** and that going forward would not happen again to anyone here at the property.

  If there is anything else please let me know.

  Sincerely,

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

  General Manager 

  Sheraton Albuquerque Airport Hotel

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

  Customer response

  11/28/2023

  Complaint: ********
  
  I am rejecting this response because: 
  The extreme level of verbal abuse that I was subjected to as well as having been embarrassed. Furthermore, your employee lied and said that she was the manager even though I was told later that she was a newly hired employee!!! As I stated earlier, I have stayed at this hotel several times in my 23 years of employment with ********* ******** and I have NEVER experienced something this horrible (aside from myself and another black flight attendant being refused service in *** ****** ******** ******** Hotel). She should be fired! No amount of retraining can erase the humiliation I was forced to endure. Perhaps she has a grudge against blacks! Also, I don’t appreciate not being able to speak to any manager about this incident. Had I not been black, I probably would have been contacted immediately. This business did not resolve anything. They just swept it under the rug like it didn’t matter. Not only will I never return, I have already informed ********* ******** management about this incident and have requested, on the basis of discrimination, that they provide us with a different hotel.
  
  
  Regards,
  
  *** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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