ComplaintsforSandman Signature Hotel

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to address a concern regarding our recent booking for a family reunion at your hotel. Our family made reservations in October, with the total cost of our stay exceeding $4,500. We have been meticulously planning this event since December. However, we have recently been informed that we do not qualify for the early bird breakfast, which was one of the key highlights mentioned on your website.The following family members booked in advance to stay at your establishment for four days:***************** ******************* ********************* *********************** ************************ (who has two rooms booked)*************************** ********************* ***************************** ************************* Your website clearly states:Complimentary breakfast per adult (up to two), per night 14-day cancellation policy Complimentary parking (select hotels)Free, unlimited Wi-Fi Given the significant amount we have spent and the detailed planning involved, we are deeply disappointed with this situation. We request that a manager intervene to rectify this issue promptly. We genuinely do not want to change hotels at the last minute.Thank you for your immediate attention to this matter.

  Business response

  08/22/2024

  ************* was contacted, and issue was addressed.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2. After switching the room we quickly took a shower and were ready to sleep. At the moment we opened the quilt we found the bed was not clean and replaced since the last customer since there are at least 5-6 places with long or short hair and the short hairs looked like the pubic hairs, which is super disgusting. Pictures are attached as proofs and we have video as well. As a result, we requested the bedding (sheet, quilt and pillows) to be replaced. 3. We were given sheet, quilt and pillows from the laundry room, and were told there are no house keepers to make the bed for us. I was asked to took out of the dirty bedding and put new one back by myself without any kind of apologies or explanation, which is ridiculous. A clean bed is a basic requirement for a hotel, and it is not our responsibility to do housekeepers job. 4. We cannot sleep on such a dirty bed. Yet no resolution is provided by the front desk. They didnt switch the room for us and said there are no available rooms for the kind we booked, but we checked on their website there are a few. When we try to ask for refund and how to get the refund as we are tired of asking for the basics so hard the front desk changed what she said and blatantly lied that she offered me to upgrade the room twice, and insisted that it was us that declined her offer. So how can a normal person refused **************** and would want to server themselves as a house keeper after a long day of travel and pay the full amount to get that original service. We were being treated pretty rudely which made us felt super bad and angry and since our first language is not English and we are Asians, they took advantage of that when we couldnt fully speak fluently and its racism.6. What we care about more is we were treated absolutely rudely with racism. We have reported this to BBB (Better Business Bureau). We want an apology and full refund as the solution.

  Business response

  12/19/2023

  Customer has been called and responded to.

  Customer response

  12/19/2023

  I have reviewed the business response. 

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