Yesterday I wrote about a situation where the Sheraton Krabi had sprung a mandatory fee on me without any notification of this fee during the booking process. I believed that the terms and conditions of the booking were clear, and there was no mandatory fee that should be charged. After first being turned down by the reservations manager I emailed the hotel manager asking that he reconsider. At the same time, I posted on my blog yesterday and heard from the Starwood social media team as well. They said they’d look into it.
Last night I got an email from the hotel manager
I am extremely happy that the hotel manager realized that the system did not include the gala dinner and therefore is not enforcing the mandatory fee of approx $200 USD per person. This was the best way the hotel could have handled the situation. I continue to be loyal to Starwood because in the end, they seem to always do the right thing in the end.
Don’t forget – today is #GivingTuesday – Starwood hotels is donating 10 points for every room booked during their CyberMonday sale (which ends Nov 30th) for a total of 500,000 to Unicef. Support them and book today !
Glad to hear it! Altho I think this speaks to the power of social media rather than the manager deciding to do the right thing…
I’m glad that Starwood did the right thing for you! I hope you enjoy your stay in Krabi. We stayed at the Sheraton Krabi in 2007 and enjoyed the resort. Looking forward to reading your Trip Report in a couple of months for an update
Awesome News
. Glad to know that the hotel is up to snuff as I’ll staying there right after you 
What are your plans for dinner outside the hotel? Anxious to hear where you are going.
Great to hear about positive resolution
I’m not sure if this is the same GM that responded to a problem we had during a stay at the Sheraton Krabi last year or not, but the GM during our stay certainly was responsive to our problem and made everything right in short order. I hope you enjoy your stay.