Disappointed at Hotel’s lack of responsiveness. On Monday, July 15, we spent one night at the Sheraton Lakeside Terraces. The hotel annex buildings, essentially condos, were old but very clean and our unit was comfortable even without air conditioning. No a/c is relatively standard in the Colorado mountains in older hotels and other housing; that was not an issue for us.
What is substandard is that we accidentally forgot to repack an important orthopedic pillow, leaving it on the king bed. Part of the responsibilities expected of hotel chains — particularly a major chain like Sheraton - is immediate identification and a system to recover and safeguard the personal property of guests at a given property. On Tuesday morning, July 16th, after checkout, we realized that we had forgotten the pillow along with 6 chocolate bars, and immediately called the hotel to report the missing items. As we were beginning a wilderness horseback trip for the next 4 days, we expected that notification to the hotel front desk would take care of the issue and that our property would be promptly placed in the hotel’s Lost & Found for our pickup on the 19th.
Instead, after two calls on the 19th with a helpful and responsive Guest Services employee, we learned that neither the pillow nor the other items had been turned in and that there was no record of our call or the missing pillow.
This is simply unacceptable. Stealing a pillow is theft. Will no longer stay at Sheraton hotels.