Sheraton to Compensate Guests for Glitches

Complaints about your hotel stay? It’s not unusual for hoteliers to discount your room rate or even give you a free night in egregious cases. But now a major chain, Sheraton Hotels, is setting up a system for such compensation.

Under a policy called Sheraton Service Promise, to begin Friday, the company will offer credits, free services or points in its frequent-guest program based on customers’ level of complaint.

What the company calls an “inconvenience,” such as missing bath amenities or slow check-in, could earn a $15 credit on services or room rates, or 500 Starwood Preferred Guest Points. A “large problem that cannot be fixed,” such as uncontrollable noise or not getting the room type you were guaranteed, could earn a free night or a cash refund for the affected night.

The chain said the policy is designed to “restore confidence ... in the Sheraton brand among both consumers and employees.”