From arrival to departure our experience was extremely disappointing! The front desk agent who checked us in, Alondra along with her manager Christine were rude and very unpleasant. There was no explanation of property amenities such as bars, restaurant, pool, hot tub, sauna etc…there was no welcome, good evening, how are you etc…the check-in process was less than a minute long and it felt like we were in their way. There was no customer service whatsoever.
After the check-in, we headed to the room, which was located in the underground level, no view, no balcony as shown on the pictures of their website. When I went back to the front desk to express my disappointment of the room type, I was told by Alondra:”I am sorry! You booked through a third party and you need to contact hotels.com, we can’t do anything for you.” When I made a comment of how poor their customer service is, the manager Christine said: “difference of opinion”
Considering that for 3 nights, the total cost for my stay in the basement of Sheraton Park City, came up to $1,300, I don’t think my high expectations of the staff and the property were unrealistic.
I spent 2 hours on the phone with representative from hotels.com, who was very nice, professional and patient…she was able to find a different accommodation for the remaining days of our stay in Park City. I would not recommend Sheraton Park City, nor I will ever go back to that hotel. Senior leadership should definitely implement some kind of 101 customer services classes for their employees. I refuse to believe that the poor service I received is a true reflection of the Sheraton brand.