I have been staying at this hotel for over a year because of work location and negotiated rate. The staff are friendly and genuine, however, the bar and dining facilities are outdated and depressing, you can only watch 6-8 TV channels clearly, the rest have extremely poor reception. Recently I stayed for two nights and both nights I did not have hot water. After complaining the first night, the staff assured me that it will be fixed. It was not, after complaining the second night they assured me it will be fixed in the morning, again it was not. Upon checking out, I complained again to the front desk, they assured me that the problem had been fixed and the water will get hot after a few hours and that I should go back to my room and have a shower. Obviously, this person was not sensitive to the customer and does not understand when someone checks out of a room, they are not going to return to the room. Most people have to go to work or catch a flight. She did not offer any apology or any type of compensation, frankly as a Platinum member I expect better. This has happened to me twice before, the previous times, the staff were apologetic and offered points.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
27 January 2012
Hi businessTraveller31,
Thank you for continually staying with us at the Sheraton Milwaukee Brookfield Hotel. We appreciate your patronage and loyalty, especially as one of our elite Platinum members.
I apologize you felt disappointed during this stay.
We had an issue where one of our main boilers went down. When you called to report the lack of hot water during the night of your stay, this was the first call we received about this issue. Our Engineering team worked on the problem and thought it was solved. Unfortunately, the boiler also failed during the morning. We brought in professional tradesmen as soon as possible to fix the problem.
We cannot foresee when unexpected events, such as our hot water boiler failing, are going to occur but that does not excuse the way our Guest Service Agent handled the situation with you upon check out. I have addressed your comments with the Front Office Manager and she will be following up with her team members.
Starwood Hotels and Resorts did let us know you contacted our Corporate Customer Service team and they were able to offer you Starwood Preferred Guest points as compensation for your inconvenience.
Thank you for your feedback.
We hope to see you again in the future!
Warm regards,
The Sheraton Milwaukee Brookfield Hotel
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
