[This is an update on the disappointing conditions I recently experienced at the Sheraton Centre Toronto Hotel.]
Within 12 hours of my critical survey submission to TNS Global — the vendor who handles Sheraton’s customer satisfaction surveys — I received the following email from Sheraton’s Manager of Experience Engineering.
I’m really glad they’re listening.
Read the full email below.
Dear Ms. Hess,
Thank you for taking the time to respond to our electronic survey and providing us with valuable feedback regarding your recent experience with us. Please accept my sincerest apologies that we were not able to exceed your expectations during your stay.
It is quite embarrassing to read about the state of your room. I have dispatched Engineering to complete the necessary repairs on this room to bring it up to standard. I am sorry that you experienced so many inconveniences during your stay with us. It would be a pleasure to welcome you back to the hotel as my VIP so that we can showcase our true potential as a service provider. Please forward me your mailing address and I will send off a complimentary gift certificate for a one night stay to return.
I invite and encourage you to connect with me should you have any questions, comments or concerns.
Manager, Experience Engineering, Sheraton Centre Toronto
This is a nice gesture, but I don’t know on what occasion I would need to stay somewhere for a single night, or why I would ever choose a Sheraton for a multi-night stay after this experience.
I hope they really do fix that room.
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