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  • I'm giving two stars instead of one because this review is about very poor customer service before I could ever check in, so I never checked in. In a nutshell, got stuck in SFO for hours on December 18th, 2014 because of a plane mechanical issue. When the airline announced, only a few minutes before the hotel's 24-hour cancellation deadline, that no flights would get to Cleveland that evening, I immediately clicked on the cancellation link in my prepaid-room confirmation email. Bad surprise! Bad link! So I clicked on the link that said click this link if you get a bad link. Badder surprise! Another bad link! So I called the customer service 800#, which told me to call the hotel directly (but could not connect me - clock still ticking). Baddest surprise! Because of the time burned going through Sheraton's anything-but-customer-friendly process up to that point, the local Sheraton informed me I couldn't cancel, because I'd missed the 24-hour cancellation deadline (by *minutes*). I explained the above sequence of events, to which the very unpleasant hotel rep replied (and I'm not paraphrasing), "We stand firmly behind our cancellation policy." I said, "Even if a customer misses the deadline because your website links to cancel don't work and the 800# you provide as a backup doesn't permit cancellation through the 800#??" Customer service explanation: "Yes." I requested assistance from a manager. The rep said, "I can do that, but they aren't likely to change the decision." I said, "I'd like to hear that from the manager." The rep said, "Well, they'll have to call you back." I said, "I'd like to speak to someone *promptly*, since I'm soon to board an aircraft and won't be reachable." The rep said, "I will note that in your request." I'm writing this review now, 2 months later (mid-February), because I'm starting to think it's possible the Sheraton isn't actually going to call me back promptly. Shame on you, Cleveland Airport Sheraton, for taking advantage of the vicissitudes of travelers' schedules to cash in on unavoidable cancellations with your stringent, opportunistic and dishonorable reservation policies (AKA revenue enhancement scheme).
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