Service by Ann was above and beyond
My wife and I flew to Los Angeles for our daughter-in-law's graduation and after dinner were dropped at the Sheraton Los Angeles to check in. We thought we had reservations but when we went to check in, we were informed that there was no record of a reservation and that the hotel was full. We hadn't printed a confirmation and all we could find was an email on my wife's computer telling our son that we had reserved a room for the weekend at a nightly rate of $189. Rooms were available at a nearby Westin at a considerably higher rate, and while we were discussing what to do, the reception agent who had helped us, Ann Geno, was on the phone with Sheraton's central reservations to see if they had any record of our reservation, which they did not. Ann called me back over to ask if we had any documentation of the reservation. My wife showed her the e-mail on her laptop and Ann said she would try to get us the same rate at the Westin. A few minutes later she handed me a Sheraton keycard folder and said we were all set here for the weekend! After the long flight from Miami and the three-hour time difference, the last thing we wanted to do was try to find a room late at night on Mother's Day weekend, and Ann went far beyond anything what anyone would have expected to accommodate us. Throughout the entire experience she was unfailingly pleasant and smiling. When we got to the room, my wife who thought she remembered reading about a similar experience in another TA review, searched for "Ann" and found a review from April 19 that described the same exceptional service from Ann. We know where we will be staying every time we return to visit our son and his wife!