I had a course at the University of Wisconsin for a week, and I booked the Sheraton Madison because of the complimentary shuttle knowing that the campus is about ten minutes away. I could have booked a hotel closer to campus, but I haven't had a bad experience at a Starwood property, so far. I am very dissatisfied with the lack of customer service that this hotel provides. On Saturday when I arrived, I asked to reserve the shuttle at 7:30am to take me to campus from Monday through Thursday. The Front Desk told me that Monday and Tuesday were unavailable because of the Epic Systems guests. That's two days where I will have to take a taxi.
On Tuesday evening, I called to confirm my shuttle reservation for Wednesday, and the Front Desk told me that they were serving the Epic guests all week and that the shuttle was unavailable. That meant that I would have to take a taxi all week. The Front Desk agent was very negligent because they did NOT inform me that the shuttle was unavailable for my reservation. They could easily have left a message. Had I not called the Front Desk, I would have found out too late that my shuttle was unavailable, and I would have to scramble to find a taxi and perhaps be late for my course. I expressed my discontent with the Front Desk, but he did not express any empathy. The shuttle was reserved for Epic for that time, period.
Imagine my fiancee's surprise then when the Front Desk called on Wednesday morning asking where I was for my shuttle. The Front Desk agent from Tuesday obviously did not even check the shuttle log when he said it was unavailable.
At least that meant I would be able to take the shuttle on Thursday morning. Well, on that morning, the Front Desk called letting me know that the shuttle driver was stuck in traffic, and that she would call me a cab (which I ended up paying for again). For the four days when I needed the shuttle in the morning, it was not available, and I paid for the cab every morning from Monday through Thursday.
For the Make a Green choice, it states on the door hang to hang the notice before 2am. I did that, but I did not receive my voucher the first night. I asked the Front Desk and she stated that the hang has to be on the door by 10pm the night before because that's when the security walks around for it. I said that I thought it was 2am, but I wasn't sure if that was for the Green Choice or the breakfast room service. She gave me the voucher anyway as if she were doing me a favour. I checked the door hang, and she was incorrect.
On checkout day, I made a reservation for the shuttle to take me to the airport. She entered me in the log for 4:45pm. The shuttle was again not available at that scheduled time, but at least they took care of the cab fare for that one trip.
I will never stay at the Sheraton Madison again. I stay at Starwood properties for the Guest Service, and at this hotel, that was lacking with the Front Desk in particular.