I spent a week at this property for work in June 2023 and the trip developed into a nightmare, thanks to the Sheraton Cascais. The hotel advertised a pick-up service that would be directly charged to my hotel bill, which I happily booked. I assumed that this service was offered by the hotel and not through I third party agency as I learned later. Given that I had large luggage, I had booked a SUV. Fast-forward 5 days, I waited at work for my pick up to the airport, the hotel had offered to directly load my luggage to the car and pick me up on the way. When I come to the car, I see the SUV driving away and I am asked to board a regular Mercedes car. Given that it was a regular car, I had to sit upfront. I wanted to check my luggage but the driver said all good. I should have. When I later wanted to drop off my luggage at the airport, I notice that my 18 months old Rimonva luggage for USD 1,000 was totally destroyed. I took a screenshot and sent it via whatsapp to the driver who claimed that he received it this way from the hotel. The hotel claims that they handed the luggage in good condition to the driver and initially offered to provide footage of it. When I requested it, they refused to share the footage and claim the luggage was in good condition and also claimed the third party driving company didn't notice anything. After I had shared the screenshot of the message in which the driver acknowledged that the luggage was destroyed... It always took 10 days to receive a response from the hotel. I have spent more than 1,000 nights at Marriott properties over the years, more than 100 nights this year along and that's the service you receive. They never were willing to engage in crucial points of the case and just sent boilerplate responses. Unless you want to have your property destroyed, avoid this hotel at all costs!
翻譯