"Dear Sheraton,
Unfortunately, I must say that I am truly disappointed. After our luggage arrived with a slight delay, we were quite exhausted when we checked in. Upon entering our room, we found that the sofa bed for the children had not been prepared. This is not very thoughtful when a room is booked for four people, including two children.
After a quick phone call, we decided to spend some time in the lounge while the bed was being made. Unfortunately, there was an issue with our room key card, and we were unable to open the door, which meant another trip to the front desk to get a new key issued.
In the lounge itself, we were surprised by how few refreshments were available. We were aware that we had missed the dinner service, but to find nothing except an apple, a banana, and some soft drinks was quite disappointing. We are used to a much broader selection in other lounges.
Back in the room, the sofa bed had been unfolded but still lacked pillows and blankets. Are the children expected to freeze? It took two more phone calls and another 45 minutes before we finally received the bedding. By then, the children were completely overtired and cranky.
Breakfast the next morning was okay. We had promised the kids waffles or pancakes and, especially in Canada, maple syrup. Unfortunately, none of these were available either.
On the positive side, the beds were very comfortable and the room was clean.
I have another reservation for the same room on July 6th. However, I hones"
