pauline c.

Due to misguided information and rude and unprofessional behaviour of SHERATON on the falls Management team. During my stay on February 14th 2015 my family and I booked two rooms for two days. In addition, we received two breakfast vouchers per day that can be used during our stay, however I have been billed for breakfast where I used two breakfast vouchers per day. I called SHERATON on the falls to explain that the bill presented to me must be discharged since I presented breakfast vouchers to the restaurant staff for free breakfast. A call was then returned by the assistant general manager who had informed me that there will be no refund because " I should know better ". From my previous visits to SHERATON on the falls, there has been several changes made with their services, but I strongly believe that it is not up to me to know everything that is being changed at the Sheraton and if I was given two vouchers per day from the front deck attendant, they are the ones who should know better since its their responsibility to give out the right information. Explaining to the assistant general manager that it wasn't fair to be billed for breakfast that I had vouchers for, the assistant general manager went even further and said that he will cancel all my upcoming stays at the Sheraton on the falls because I am not satisfied with their services. It is to my understanding that recurring customers are to be treated with more care as they are the ones who are constantly attending the hotel and speaks highly about the services that is being received. With the rude and unprofessional behaviour of the assistant general manager, I feel that I am not being treated as a customer especially since he is trying to neglect a valued customer by telling me he is going to cancelled all my upcoming stays with Sheraton on the falls. The staff at Sheraton on the falls need to be properly trained on knowing the changes so incidents like this one won't occur and if mistakes like this continue to happen, the staff are the one who should be held accountable and not the customer. To continue the assistant general manager should also rethink his strategy with dealing with customer since I str felt he was trying to expel me as a customer. Once again, I do appreciate the service that Sheraton on the falls have given my family, but if I have to pay for breakfast that I hav received free vouchers for and treated like a I valued person then I do not feel comfortable to ever return to the Sheraton on the falls.