ComplaintsforFour Points by Sheraton Nashville Airport
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Complaint Details
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Initial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of loss - 10/2/21- Fire report clearly states - Broken sprinkler head caused water damage. Water caused damage to several items in my room- - laptop/electronics/clothing. Moved previously from Rm 319 - leaking roof. Management admits several rooms are uninhabitable and are not rented for various maintenance reasons. This hotel is in disrepair, code violations appear to be known. Reviews online by various travelers state exactly the same conclusion. Reached out to the hotel in good faith. The hotel has not followed up with a resolution : compensation for damaged items and an apology for lack of concern, mistreatment and not offering alternate accomodations. Email sent to General Manager asking for carrier information and policy information- no reply to date. Please help.Business response
11/04/2021
Business Response /* (1000, 8, 2021/11/01) */ The guest checked into the hotel on 8/7/2021 and was in room 319 until 7:10pm on 8/31/2021 when she called down stating there was water leaking on her bed. The guest was immediately moved to room 220 where she stayed until 10/3/2021. On 10/2/2021 around 3:00pm, guest alerted guest services of water coming out of from under the door of 220 and the hotel teammate went directly to the room. Upon entering the room with the fire department, the teammate discovered a candle burning next to the window and also incense on the bar. The guest arrived at the room and told the teammate that he needed to cover for her that she had messed up. The general manager arrived on property around 3:20pm and immediately went to room 220. Upon entering the room, the guest approached the general manager and said "I am so sorry I messed up I will fix it". The general manager ask what caused this and the guest admitted that she had left her incense burning on the bar. The fire department was able to get water turned off and assess the situation. The guest had entered the room multiple times throwing her items into the hallway, where there was also puddled water. At 11:55pm on 10/2/2021 up the return of the guest from downtown Nashville, she spoke to the general manager and admitted again that she had messed up and would take care of the cost, and how sorry she was. The general manager has spoken to the guest on two different occasions since 10/2/2021, and has informed the guest that her information has been communicated to the insurance company and that she would be contacted by them. There is email documentation between the guest and general manager of the guest extending her stay multiple times prior to the 10/2/2021 issue. Should the hotel be in the state of disarray that the guest states, she should of checked out earlier than the date she did. The guest emailed on more than one occasion stating how everything was great and her stay was wonderful, the people were awesome and even reached out for other members of her business to stay with us. The guest that occupied room 220 also had guest stay at the hotel the night this issue took place and they stayed in room 329, so apparently the hotel was good enough for them. There are pictures and statements from other guests of the issue on 10/2/2021. Prior to moving from 319 before the ceiling leaked, the guest had been instructed to not burn anything in her room, as there was evidence of burning something on the air condition cover and also burn marks in the carpet. Email documentation of this conversation is also available. Due to this issue on 10/2/2021 the hotel sustained a great deal of damage to include elevators being repaired, multiple guest rooms having to be repaired, fitness center machines malfunctioning along with executive offices being impacted. This issue caused multiple guests to have to be relocated along with guest due to arrive that evening which also had to be relocated. The hotel has no need to communicate with this guest at this time and will allow the insurance team and other authorities to reach out to her should they need to.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.