Sheraton`s Promise to Guests: A Great Stay Or We Pay

9th Sep 2002

WHITE PLAINS, N.Y., Sep 6, 2002 (BUSINESS WIRE)—Tired of shoddy service?
So is Sheraton Hotels & Resorts and the hotel company is putting its money where its mouth is with its new Service Promise. Beginning today, slow room service, a wake up call that fails to arrive, a lumpy bed, or even a missing bar of soap will not only get fixed on the spot when possible but will warrant guests` compensation at all 200 Sheraton hotels in the Continental U.S. and Canada.
No matter what the problem, guests who are unsatisfied need only tell a hotel associate and they will automatically receive compensation. Here`s how the Sheraton Promise works:
If a guest experiences an inconvenience such as missing bath
amenities, slow check in, or billing problems he or she will
receive an apology plus a $15 value or 500 Starwood Preferred
Guest points.
A large problem that the hotel can fix like a room that isn`t
clean, problems with the heating or controllable noise will
result in an apology plus a $25-$75 value (based on the
hotel`s average daily rate). Guest`s are offered several
options for compensation including a credit toward the stay, a
gift certificate for a future Sheraton stay, amenities such as
spa services or Starwood Preferred Guest points.

Slow room service, no wake up call, uncontrollable noise, poor
food quality, a bad bed or other large problems that cannot be
fixed will result in an apology plus credit for a free room
night or meal; or a gift certificate good for one night at
another Sheraton; or Starwood Preferred Guest points.


According to Barry S. Sternlicht, Chairman and CEO of Starwood Hotels & Resorts Worldwide Inc. (NYSE: HOT), the Sheraton Promise is designed to tell travelers that Sheraton is a different hotel company than it was five years ago, or even last year.
“For many years, travelers felt they could not count on a consistent Sheraton product from one city to the next, which was a huge frustration,” said Sternlicht. “We have spent several years improving the brand, investing more than $1 billion primarily in renovations, significantly toughening up brand standards, policing hotels that continually failed to provide good service and, in many cases, disenfranchising hotels that would not or could not meet Sheraton`s standards.
“Guests who have stayed at Sheraton in the last 12 months have noticed the improvements. The brand`s Guest Satisfaction scores, measured by a third party, have increased significantly since 1999. The Service Promise is a way to tell travelers that may not have stayed with us for a while that it`s a new day at Sheraton and when it comes to service and quality, we promise to ensure a great stay.”
Following the lead of its sister brands W Hotels and Westin, the Sheraton brand is investing in improved comfort and consistent design. New beds, called the Sheraton Sweet Sleepersm Beds, have begun to roll out in hotels throughout North America. Featuring a Sealy Posturepedic Plush Top mattress, down pillows, crisp sheets and duvets in rich colors, the beds are the highlight of the room. It`s a bed one might find in a beautiful home rather than the outdated polyester bedspreads, foam mattresses and cheap pillows typical in most chain hotels.
In addition, Sheraton`s elite design team, recruited from Ralph Lauren, Holly Hunt, and Williams-Sonoma has revamped Sheraton`s room design and created a second prototype Sheraton guestroom. Dubbed The Westchester Room, the room`s traditional design is “Ralph Lauren-like” with rich jewel-tone colors; new wall coverings, mahogany desks and of course, the new Sheraton bed. The room is accessorized with attractive chrome hooks for luggage and toiletry bags; stylish sconce lighting to address poor lighting complaints that plague the hotel industry, and laptop-size safes - little touches that tell the Road Warrior that Sheraton understands their particular needs.
Starwood is investing more than $50 million to upgrade its most profitable hotel, the 2,400-room Sheraton New York Hotel & Towers, the largest hotel in the Sheraton brand. The hotel will soon feature The Westchester Room and the public space will feature a warm, club-like aesthetic inspired by New York landmarks.

Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with more than 740 properties in more than 80 countries and 110,000 employees at its owned and managed properties. With internationally renowned brands, Starwood is a fully integrated owner, operator and franchiser of hotels and resorts including: St. Regis, The Luxury Collection, Sheraton, Westin, Four Points by Sheraton, W brands, as well as Starwood Vacation Ownership, Inc., one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit




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