Four Points Hotels by Sheraton
Reviews and Complaints

Dear Sirs,

I need to say I am more than embarrassed about the following behavior: I booked a room more than half a year ago in Four Points Nairobi Airport with reservation confirmation [protected] from 5th till 6th of November.

On 31st of October I received again a confirmation.

On the 4th of November my room was cancelled ([protected]) After a call in the hotel 3 hours after the cancellation email, I as told that the credit card didn't work. I asked what is required that it works. I was told that the hotel is fully booked and they can not help me.

It is obvious that my room was cancelled under the argument of not working credit card. The hotel was simply overbooked and my room was cancelled 24hours before arrival.

This is not acceptable and I have never seen such a behavior. I ask myself how can you put your brand on such a hotel.

Christoph Rohr

Greetings,

We booked your hotel on December 23rd, 2022 at Detroit Metro Airport prior to our flight the next morning. There was a bad snow storm in our area at that time, so it was safer to stay near the airport. The two receptionist at the front desk were helpful.The restaurant was under renovation and there was no place to eat. It was not safe to travel due to the road conditions, therefore there no guest could have a hot meal at night. This was never mentioned during the booking process. When we arrived in our room (206), the bathroom containers were completely empty for shampoo, conditioner and body wash. The most shocking thing to us is when my husband discovered a pair of dirty women's underwear under the chair in our room. I have stayed at many hotels national and international and have never had an experience like I did there. Unfortunately the hotel was completely booked and no other options were available to us.

Sincerely,

Susan Kolodziej

Birmingham MI

This is a nice hotel. All of the Sheraton hotels we have stayed at have been nice.

We arrived at this hotel Monday night on the 6 th of December. We wanted to stay in Mesa for one night, my brother in law was to pick us up the next morning after driving over from Yuma.

We called the hotel number before we left home to make sure a shuttle would be available to take us to the hotel.

Of course when we arrived via airplane no shuttle ever showed up. I tried the available phone number and of course got something who wasn’t great with English. She tried contacting the hotel and no answer. Why don’t you folks publish the hotels number so ur customers don’t have to pay a cab driver $25 to go 5 blocks. Why would u want ur customers to hate u when the problem could easily be resolved

We booked our stay for 9-24/9-26. So on the first night of our stay someone had kicked or black water drain on or motorhome and caused it to leak in parking lot. So the next am(the 25th) we went and got that fixed(that costs $). And the was a couple outside that was fighting and screaming all night long right outside of our window. Didnt get any sleep. So on the morning of the 25 we went to complain to management, the lady working wasnt helpful and seamed to get a attitude with my wife. So then on the morning of the 26 we decieded to leave a day early. But when we was checking out they started to accuse us of smoking in the room, we was not smoking in the room. We sre smokers and live in a 34' motorhome so our clothes smell like smoke. So then my wife all 95 lbs. Of her had somehow scared a woman twice the size of her. My wife did nothing threatning but the hotel staff said they was kicking us out just to keep our money. We paid $159+$159+169. We did not stay the last day, so they owe us $169.

WE WERE ROBBED AND TREATED WITH COMPLETE DISRESPECT BY MANAGEMENT AND STAFF. DO NOT STAY HERE! We were placed on the first floor, and went to a music festival later that evening. Upon our return, our door was held open with 2 sugar packets, room ransacked and many expensive items stolen (including our car!). When we went to explain to the front desk what happened and asked him to call the police, he told us to do it ourselves. His name is Darny (or something along those lines). He then proceeded to tell us we had to stay in our crime scene of a room, and also continued to use his personal cell phone, which I found extremely disrespectful and strange. He then gave us a phone number for management (Rose Gonzalez), who answered the phone, lied to us saying she was NOT Rose, and then blocked our number. The next morning, we found out we could have been moved rooms, and Rose Gonzalez only tried to comp us for one of our night's stay. WE WERE ROBBED and our CAR STOLEN on THEIR PROPERTY. When we were moved rooms to the 4th floor we noticed several differences. One, there was a metal window jam on our window on the 4th floor, but ZERO jam on the 1st floor. The window was also locked, whereas our room on the 1st floor was UNLOCKED. We did not even notice our 1st floor room (Room 139) was left unlocked until the 2nd visit from the police around 5am with handprints all over the glass. There was NO screen, window jam or safe located in our room. THIS HOTEL DOES NOT CARE ABOUT SAFETY! THEY DO NOT CARE ABOUT THEIR CUSTOMERS! THEY DID NOT CARE THAT WE WERE ROBBED! They told us they felt attacked, which was hilarious because WE WERE COMPLETELY VIOLATED on THEIR PROPERTY. WE HAD TO SLEEP IN A CRIME SCENE. DO NOT STAY HERE IF YOU CARE ABOUT YOUR SAFETY OR BELONGINGS, BECAUSE THEY WILL NOT EITHER.

My name is Russell Kelly, I checked into the four points on Ouellette Str. Windsor, on Canada. On March 16, I left the sister hotel because they never had a bath tub, after my bath, front desk informed me of a leak below, maintenance came, I informed him what the cause could be, he just said don't take baths and did not seem to care at all, I thought no biggie, on Saturday I noticed ants on the floor, girl at front was excellent, came up vacuumed, offered to move me but I was comfortable and from the county, they did not bother me, I informed she should have Orkin come in discreetly, and recon, she told manager, fell on deaf ears, today the ants were back, I informed, maintenance laughed, after I told him what to do, I talked to manager, suggested to her what to do, she says there have been ants everywhere she works and basically my fault for eating in my room. Lol! Proceeded to explain to me what ants are attracted too, after I explained I am from the farm and I am also a 30 year red sealed industrial mechanic (Millwright) and a 30 year red sealed carpenter, I build a million dollar machines, fixed million dollar machines, built a million dollar homes, fixed million dollar homes... I have more qualifications than anyone in Windsor put together.
I have also stayed in the 1000s of hotels, motels in my life, being a snowmobile, I played travel sports, my kids all played travel, I have never seen ants in a dive hotel, let alone this high-priced hotel, on the 8th floor! Your maintenance guy is a joke... I am retired but I will gladly do your maintenance for this place and your sister place because your staff is great, give me a room to live and 600 take home a week, I am here 24-7, I am great with people, I am also a musician and can help with your entertainment. I have worked for corporations my whole life, they used me then close and I move on, I love working with the public, It's more gratifying and rewarding helping people.

On 25th September we had a shuttle booked from our Hotel to Universal Studio's we were going to see our granddaughters dance at 10 am. It had been booked by James who didn't know what time the performance was.
The shuttle was leaving at 8.30am. At 4am in the morning I couldn't sleep because I was worried we wouldn't make it in 1 1/2 hours. I went down to reception and spoke to George and asked him if the bus would get us to Universal Studio's by 10am. He said "Yes it opens at 10am and the bus will get there before it opens." I relaxed and went to sleep, but when I was getting up and came back down to have breakfast and again at 7am and again went and asked George if he was sure the bus would get there by 10am, he again said yes.
At 8.40 when the bus hadn't arrived I again went and asked George what was happening and again reiterated that I HAD to be there by 10am as that is the time the girls are dancing. He called the company and while he was on the phone I asked him to check with her that the bus would get there before 10am. He did not ask and again told me it would make it by 10am. He told me the driver was about to arrive. When the shuttle arrived I asked the driver what time we would be arriving at Universal Studios and he said between 10.20am and 10.30am. I went back to the desk and told George that we were not going to make it in time in the shuttle I asked for help getting an Uber and he told me I had to do it through the app (which fortunately I had downloaded) although I have never used it.
I was able to get an Uber who was 2 minutes away who did everything he could to get us to Universal Studio's as quickly as possibly, avoiding traffic where he could. We arrived at Universal Studio's at 10.15am and by the time we got to the stage it was 10.20am and they had a 20minute performance scheduled from 10am.
This trip has cost us around $10, 000 and to have missed this performance has absolutely ruined it for me as we missed the Disney performance because of flight delays.
I have to say that evening when I told James what happened he gave us a $60 restaurant credit to compensate us for the difference between the Uber and shuttle bus. But this is really a token given the stress and heartache this has caused me.
Kind Regards
Linda Vincent

We stayed at the Four Points on the 26th of Feb 2019. They charged our cc ending on 9308 150.00 for incidentals. Upon leaving we got a bill emailed to us showing the 150.00 credit.
But, it was never forwarded to Bank of America. I have checked with the bank to credit has been issued by Four Pts. I have called the Hotel 4x and discussed this, we were told it would be looked into and they would call us back. No one has ever called us. We want our 150.00 credit issued to our BOA credit card ending in 9308. NOW
Donald and Sandra Fanti
1902 Oaks Dr
Pasadena, Tx 77502

Stayed 26 Feb 19
Inv 24642
Guest # 06589
Rm 216

Hello,

On Friday, January 4, 2019 I stayed at Four Points by Shertan in Niagara Falls for a getaway with my boyfriend. I choose to stay at Four Points for its reputation of having a comfortable stay with quality service. Although, this time that was not the case. My boyfriend and I were kept up until early hours of the morning due to loud guests across the hall. Furthermore, when my i woke up I saw a stain on the bedsheet we had slept in. We were absolutely repulsed by this. We expect the Four Points to have exceptional cleanliness and not subject their guests to sleep in stained bedsheets. We are from Toronto and stay at the Four Points in Niagara Falls frequently throughout year. Being SPG members we know that this is not top quality service provided by the hotel. Furthermore, we contact the customer service at the hotel and they attempted to correct the situation with a $200 dining gift card to Ruth Chris steakhouse in the hotel. I expressed to them that I am a vegetarian and this would not benefits us in any way, they stated this is all they could offer. I believe that is unacceptable. I chose to spend my hard earned money at a hotel that preaches unbeatable customer service but the hotel did not address my concerns in a satisfactory manner. Please see the picture attached of the stain on the bedsheet. We give this feedback in the hopes that you will rectify the negative impression and disappointment we were given with this stay and the way our concerns were handled.

Thank you,
Candace
[protected]@gmail.com

Four Points Sheraton Manhattan Chelsea

Myself and my wife stopped in the above hotel from the 25th to the 28th October 2018. We had to make a complaint on Friday 26th October regarding the sum of $323.67 being taken out of my account with card number ending 9193. The only time this card was used at your hotel was on the morning of our arrival on the 25th October 2018 to purchase breakfast from the bar, as at that time, 08:00 ish, our room had not been allocated. We purchased two coffee's, one hot chocolate and pancakes which came to approximately $30.

Unfortunately i took it on face value that the correct amount had been entered into the chip and pin machine by the member of staff when it came to payment and am unable to locate my copy of the receipt. Because of this i approached the hotel receptionist to get it checked by the bar staff however I was informed that no one was on duty from Friday through to Monday who had access to financial records taken on the morning of the 25th October.

Obviously this card transaction will not show on my room records as i used a different card ending 9575 for that transaction.

I was reliably informed that contact would be made to myself on Monday 29th October after your management staff had looked at the discrepancy. Unfortunately this contact has not been made up to the point of this complaint.

Due to the nature of the amount that has been taken out of my account and the fact that no correspondence has been received i have no choice but to take this matter further with my bank and the appropriate authorities to look into, and to challenge, the amount taken out of my account. I believed this may have been a simple matter of an extra digit accidentally being entered into the PIN machine however i believe this may now be fraudulent activity as my stepson has also had an authorised amount taken out of his account by the named hotel 4 days after returning to the UK.

Due to the fact that this was the only time i used this card and the fact that no other amount has been taken out of my account to the value of the breakfast confirms to me that the error has been made during this breakfast order.

I also contacted my bank, whilst still at the hotel, who has provided an authorisation number (merchant number) 397536 for your information confirming that the transaction came from Four Points.

I was a former employee of the four points by sheraton in college station, tx. I was 1 of the 2 bartenders that were employed there. My first red flag should have been the amount of ppl quitting/fired and hired. Just in my 6 months of employment there they went through 10 employees! This is a very small property only 132 rooms. I honestly don't know how the managers on this property still have their jobs. None of the managers want to handle any upset customers. They all give the same speech... Ill pass your complaint on to a manager and they will get back with you as soon as possible. As the bartender I heard thousands of guests complaint about housekeeping not cleaning their rooms or guest given keys to occupied room or waiting to hear from a manager. My main issue started with a few small tips not being on my pay check. Spoke with my direct manager as I was told to. Nothing happened. Then we had a swim team in house we were catering dinner for every night for a week. Gratuity was included in their quoted price. I am still waiting for that gratuity. When I asked management about it I was told that they have billed the invoice so until that was done I wouldn't receive it. Even though my services were already provided and by law they can't do that. There were constant issues with management not wanting to say something to guest so instead they asked me or the front desk person to tell them. Which a lot of the issues were escalation that a manager should have handled. The restaurant is short staffed because of so many ppl quitting and instead of looking for more help they expected staff to work doubles. I honestly don't know how the managers at this place can keep their jobs. Instead of making guests pay for what they are receiving they gave away everything! I finally quit because I had been shorted tips for 3 pay checks in a row! When I talked to my manager she informed me my agm (who lives at the hotel mind you) would discuss it with me. Instead he choose to message my boss and her message me... Me message her and so on and so on. He wouldn't even come and speak to me about it. So I said [censor] it. I filed a complaint with workforce commission and filed a complaint for unpaid wages as well as I have emailed corporate about it. Do not work for this company!