Four Points by Sheraton Hamilton - Stoney Creek — Hotel in Hamilton

WARNING!! DO NOT EXPECT ANY HOSPITALITY. This was probably the last time I stay at a fourpoint. Marriot needs to do a refresh on this location and maybe the chain. This is not hospitality. I have stayed at many hotel chains and understand the basic requirements of what service looks like and I have never been treat this bad anywhere. Estheticaly not appealing and the entrance was not convenient with potholes everywhere. That was least of the concerns. I was tired with no sleep and booked by calling late night and the agent was great on the phone and it was their central call center. She booked my stay and provided a confirmation. So I proceeded to drive to the location which was 20 mins away and as I get tgere I see no one at the desk. I called out for assistance and a older south east asian gentleman with a beard in a casual polo sweater comes out from the back room. He ask if the reservation was for the day and check in at 3 pm?... Im there at 2 Am which threw me off and I provided my name and said its for the same day. He mentioned my name was not in the system and that he had no rooms for me in a very annoyed tone. I called the call center again to confirm and the agent on the phone confirmed I had a reservation and wanted to talk to the front desk and the gentleman was still saying I have no rooms and showing me the screen that i wouldnt know how to look. This isnt a customer issue. He was still not speaking with the agent. I tell him this is the same company he is working for so he proceeds to takes the call and tells the agent he has nothing and the agent said that he needs to find a property close by for me if not, and he tells her quickly to cancel my reservation which she said I would be charged for and that is not policy. She got on the phone with me and apologized and said she will be escalating this immediately and heard how rude he was. Victor from headquarters got on the phone and quickly found a solution at a property but was 30 mins away, but I know he did his best and stayed on the phone till I got all the details and called them to confirm. This man was rude to the people after me and they were also making a call as he pointed at me saying he will also be charged which I assume is the same issue. On the way out I asked the gentleman for his name and mentioned how unprofessional he was. He refused and proceeded to say that I was causing a scene which with witnesses can prove I was not. To top it off he also threatened to call the cops and if I wasnt tired I would have done so myself but he was aware that he was in the wrong but was stubborn in his approach. This was by far the worst experience at a hotel I have ever had and ive been to a hostel in Medellín Colombia. I have know Marriot chain service to be great and if it wasnt for the great call center service I would have gone further. This south east asian man needs to be retrained and off client facing roles as he does not have the skills or ability to preform his duty. The sheraton Hamilton west was much better but still didnt enter anything so had calls in the morning and the rate was different and comp breakfast was added. Atleast i got a bed so...

I wouldn't take the time to post this if I didn't think that people needed to know. This hotel, today, stole over $200 from me and left my sick fiancè and myself without the vital funds that we needed for shelter, food etc for effectively 2nights. This is the scam and you cannot really do a thing about it because it runs all the way to management. I gave a hefty $250 incidentals fee using my debit card on top of the fee for room and taxes for my stay last night. This was promised to be returned instantly to my debit card upon checkout. Instead, I was given a convoluted story or make that two stories depending on who I spoke to about the matter. Instead of the $250, I was offered $51.39 because of a clerical error made by the hotel staff. Apparently, I was not charged for the prior night's stay but rather refunded the fee to my debit card account . In reality, no refund was given at that time to my debit account. In fact, I paid for the room with my credit card which shows the posted transaction. There is no refund to either my bank account or credit card; only fees taken for my stay and deposit as agreed. When I complained,I was given the most unintelligible explanation for what was going on and had each conversation end with the employee walking away from me quickly leaving the scene as they were late for a meeting on every occasion. I had to spend the night in the parking lot with my fiancè and endure the fact that this hotel can do whatever they please. They do not care to tell lies that have no basis in reality and let people flounder as they pass the buck and deny responsibility. This goes right to the management that I was denied speaking to but have to assume that they know full well and undoubtedly train their workers to scam the customers they should be grateful to ever have in the first place. I'm not a very good victim but I have to judge from my first hand experience that this is an everyday occurrence at this hotel. This Four Points Sheraton is crooked. They profile and take advantage of every opportunity to steal from in suspecting and supposedly naive customers . Don't get scammed. Demand explanations and take your complaints to head office. They have to know just what is going on at the frontline reception and retail management level of the Sheraton Four Points Hotel on Goderich Road,...

The hotel was great. The process of getting the correct rate for my room was a hassle.

I booked the regular rate for the hotel room via marriott.com on Sept 19, but I realized I was a member, so I tried to edit the room booking to become the member rate. The site had on and off maintenance so I wasn't able to save the edits. I called the customer service and they also could not change my booking rate to the member rate. The customer service representative said she wrote a note down so that it could be changed by tomorrow because it was the last day to edit the room. The next day, I didn't receive any call, so I called back and spoke to another representative. She said there was no note, and she can't do anything about it because it has passed the date to edit the room. She told me to call the hotel directly. I called the hotel, and they couldn't change it on their end but the lady said she left a note for the payments/billing department and that the rate would be changed by the time I got there. I left an email to Marriott/Starwood about this situation explaining that I've already talked to the customer service as well as the hotel directly, and all they emailed me back was "please call us at our customer service number." Ridiculous! They obviously did not read my whole email.

When I got to the hotel, no such notes were made.. AGAIN. I spoke to the most senior person at the hotel and he said he would get it fixed for me, and it finally got fixed after I returned from my trip.

I wasted so much time calling and speaking with people only to find out nothing got done when they said they would do it. In the end, only one person was capable of helping me. I don't even get any compensation for all the troubles I went through when none of it was my fault - from the site maintenance to the lying customer services...