Awful Experience
On August 30th, I made reservations to book 2 Suites for my daughter’s Sweet 16th B-day for October 6, 2012. My daughter and her friends wanted to experience the Horror Night @Universal Studios, and since it was going to end really late for them, I decided to do an overnight. Prior to checking in a month before, I have called the hotel almost every week to confirm my reservation and making sure that I can have 2 suites that are connected since I will be having Teenagers staying and I was told that “NO PROBLEM” and they will put a request for my request. I’ve also requested an early check in since I wanted to decorate my daughter’s suite with balloons, flowers, snacks, etc. Everything was a “NO PROBLEM”…. And in fact, they even said since it’s my daughter’s b-day that day they will deliver flowers or fruit basket to her Suite as a complimentary. 
Finally, the day (October 6th) arrived and I have confirmed again, my reservation 2 hours prior to checking in requesting the same thing, early check in (@12noon) and 2 CONNECTING SUITES WITH DOUBLE BEDS. I arrived at the hotel @12:33 pm with my daughter, and family. I was told by the front desk that there’s NO CONNECTING ROOMS ON SUITES, ONLY ON REGULAR ROOMS. I was never told this when I made my reservation a month before and every time I confirmed my reservation…no one has never said anything of this. The suites that I was being offered at the front desk were 3 floors apart (not even on the same floor), which I can not have since I have 5 teenagers spending the night, and those were the only rooms available. Also, the REGULAR ROOMS that had connecting rooms were SOLD OUT. If I only knew this from the beginning I would not have booked my reservations with the Sheraton. Everything that I requested for was “NOTHING” and totally wasted my time. 
I argued with the front desk, which they were not helpful at all, and kept saying over and over again that it is not their fault and it’s the CALL CENTER’S fault and I should try the Hilton next door. First of all, I didn’t know every time I called the Hotel I was being transferred to a CALL CENTER (which I find ridiculous) and then when I wanted to speak to a Manager, they said that there is no Manager on Duty. Are you kidding me!!! 
Lastly, after all the chaos for 2 ½ hours and especially ruining my Daughter’s b-day cause she cried the whole entire time, they were able to get me 2-SUITES on the same floor but one king bed. So we had to get roll away beds which it was really hard get around the SUITE…… 
If it wasn’t for my daughter’s birthday, and her friends to sleepover, I would have walked away and not have given the Sheraton my business. I just needed to get through this ordeal for my daughter to still have a nice birthday, and took whatever was offered to us. I felt that since it’s the Sheraton’s mistake they should have comp us on those 2 rooms. 
THIS WAS THE WORSE EXPERIENCE, AND I AM DISGUSTED HOW YOUR STAFF HANDLED THE SITUATION. NO ONE WANTED TO TAKE RESPONSIBILITY AND FOR THEM TO EVEN SAY A GUEST TO GO SOMEWHERE ELSE….. Sheraton Universal needs to train their staff and their CALL CENTER.