Starwood Preferred Guest - Why are some hotels' reservation representatives so poorly trained??

Reservation representatives at diff Starwood properties offer just as many diff qualities of service. Speak to a 100 different properties and you will get 100 different levels of service. This is starkly different from others i.e. Shangri La or the Intercontinental (the only other two that I have experiences with) where the interactions with the reservations staff are clearly standardized and trained from ground up.

Just as a quick example, let me compare the interactions I have had with Le Meridien Bangkok vs Le Meridien Kota Kinabalu.

I emailed LM BKK to enquire about rooms at specific dates. I was given tables with rates for diff room classes + a whole list of promotions I may consider. I emailed back indicating my preferences. A reply was waiting in my mailbox later that evening with thanks, asking me whether I needed limo service. Why not? I said to myself, and asked them to fetch me from the airport. By the next morning I was given another email, thanking me, and telling me that the airport representative will wait for me by Gate X (map of the airport included in pdf format) and that I should call xxxxxx if I have trouble finding him. Every email started with greetings and ended with genuine thanks for my enquiries. Very slick and efficient.


I emailed LM KKB to enquire about rooms at a specific date. As in previous case, I was given options of rooms with rates & promotions. I replied to ask them to book for me, to which I get a response telling me that I am supposed to make my own bookings on the internet but they would do it for me “this time”. I email back asking them to make it a non-smoking room. I get no answer for days. I email again and say “pls acknowledge receipt of my email” to which they immediately send a one-line-email saying “I book you a non smoking room”. I reply to enquire about the airport limo service. They reply with rates. I ask them to arrange one for me to which I hear no reply for days again. I email again asking them about whether the airport transfer is confirmed and as a response I get CCed in an email that the reservation representative sends to its own concierge desk asking them to take note of my request. I never heard the concierge’s confirmation or instructions etc. I am now wondering whether I should write back AGAIN asking if my limo is confirmed?


This is just one of my examples. There are clearly no standardized service guidelines as far as I have experienced from starwood. Some are superb, others are downright lousy. I have had better email correspondence with Ibis before in Morocco than the one I got from LM KKB. A big thumbs down for LM KKB for their poor email correspondence… but the question remains. Why are some reservation reps (often the first point of contact for hotel guests) trained so poorly, if at all? :confused:

You really should have made arrangements with the SPG CSC instead of the hotels directly. Since most hotels aren't owned by *wood it would really be difficult to standardize service.

Wirelessly posted (BlackBerry9530/4.7.0.113 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

Its difficult dealing with hotels via email and you're right, they vary drastically in service levels.



To minimize these problems I myself have tried doing things like booking an airport pickup through Plat Concierge and it typically does not go well.



This is one thing that Hyatt does well, with their E Concierge. You book things like tours, airport pickup, spa, etc right on the website and once confirmed you receive a notice.

Le Meridien Bangkok is superb in handling email communications. If your email reaches them outside local business hours, you will get an automated reply informing such. During business hours I receive answers within few hours and the information provided is usually more than I requested.

LM BKK is a gem of a hotel in Starwood family.

I emailed LM KKB to enquire about rooms at a specific date. As in previous case, I was given options of rooms with rates & promotions. I replied to ask them to book for me, to which I get a response telling me that I am supposed to make my own bookings on the internet but they would do it for me “this time”. I email back asking them to make it a non-smoking room. I get no answer for days. I email again and say “pls acknowledge receipt of my email” to which they immediately send a one-line-email saying “I book you a non smoking room”. I reply to enquire about the airport limo service. They reply with rates. I ask them to arrange one for me to which I hear no reply for days again. I email again asking them about whether the airport transfer is confirmed and as a response I get CCed in an email that the reservation representative sends to its own concierge desk asking them to take note of my request. I never heard the concierge’s confirmation or instructions etc. I am now wondering whether I should write back AGAIN asking if my limo is confirmed?

Well, we can help to make sure that the property trains their associates to handle enquiries promptly and with more professionalism. One way is to forward to me the email correspondence you have sent to the property previously and I will inform the management of the property to follow up on your comments.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

Inmo service at the LM KK is not one of that hotels strong points generally. CCing a customer in on an internal email is pretty bad form.

not exactly a 'reservation agent' but received quite an atrocious service from calling Sheraton Towers Singapore yesterday...

I was having trouble booking the ADVBKR rate and the SPG CCS was not too helpful either (agent thought Singapore was a city in China) so I thought I would give the hotel a try. This is how the conversation went.


Hotel (H): Hello Sheraton Towers Singapore how may I help?
Me (M): Hi I have had some questions for your reservations dept, are they available?
Hotel (H): Okay, one moment pls...

*5 minutes pass... (note, i do not exaggerate)*

H: (finally someone picks up) Hello Sheraton Towers Singapore how may I help?
M: ... Yes Hi I have had some questions regarding the promotional rates on your website etc etc ...
H: (cuts me off) Oh, then I will have to put you to the reservation dept. Hold one moment pls.
M: ...????? .... but excuse me, I have just waited 5 mins on hold while I thought I was being put through to the reservation agent? where is this then?
H: This is the front desk.

M: *pause for a moment* Can I ask you about the promotional rates instead? Just quickly?
H: Sure, what is your question?
M: *quick question posed re. the ADVBKR rate*

H: Um... sorry sir, what is your booking confirmation number?
M: ???? um No, i haven't booked yet, I just wanted to get info regarding the promotional rates.... (starting to fume quite a lot at this point)
H: Oh, then I will have to put you to the reservations desk.
M: *shaking my head by this point* I don't have time now because I have to leave. What time are they open tomorrow?
H: Just hold a moment please (puts me on hold)

*3 minutes pass*

H: Hello sir, thank you for waiting, they are open from 8:30 AM SGP time.
M: *a big sigh* Okay then, i guess i will try again. Thanks
H: (Hangs up on me right there, no words of thanks or anything)


I have had better service calling McDonalds to have my BigMac Set delivered. Enough said.

Hmm the above about Sheraton Towers SIN doesnt surprise me. I dealt with a very rude young male reception staff member there who basically ignored me and served others around me, although I was standing near what I thought was the GOLD/PLAT elite check in area. When he finally decided to serve me, after approximately 10-15 mins had gone by and he had served everyone else he possibly could, I enquired about the sign and the supposed priority check in and he told me that they dont do that here :confused:. Really? Since when?

Interested if some other FTers can weigh in on this before I make a complaint. I thought this hotel certainly did have a priority check in line for their elites? Am I wrong?

Luckily I had checked in the day before and a lovely lady checked me in and she was superb ^. I was just lining up to ask a question ABOUT CHECK IN for my second ressie when the rude guy was there. He got the info wrong too. Argh! I guess its a YMMV depending on who you have the (mis)fortune to end up with at the desk.

Interested if some other FTers can weigh in on this before I make a complaint. I thought this hotel certainly did have a priority check in line for their elites? Am I wrong?

Luckily I had checked in the day before and a lovely lady checked me in and she was superb ^. I was just lining up to ask a question when the rude guy was there. He got the info wrong too. Argh! I guess its a YMMV depending on who you have the (mis)fortune to end up with at the desk.

If you weren't checking in, then why did you use the priority check in line? Is that allowed? When faced with asking a question, I've never used the elite line and delayed others from checking in.

If you weren't checking in, then why did you use the priority check in line? Is that allowed? When faced with asking a question, I've never used the elite line and delayed others from checking in.

Oh dear! It was about my check in - I had two sep ressies and I needed to make sure they didnt require me to check out and in again. I was told to come to the desk to check my keys too. So it was in relation to check in, I dont see the issue here. Since they didnt bother to answer the phone, I had no option but to go to the desk.

Anyway, thanks for replying but you didnt answer MY question!

Updated original post...geesh!

... enquired about the sign and the supposed priority check in and he told me that they dont do that here :confused:. Really? Since when?I have to admit that my "sampling" of various Starwood hotels is somewhat limited. Most Sheratons I have stayed at, do seem to have an elite line, but I've yet to see one actually be used. In fact, the last couple of Sheratons I have stayed at, the elite line actually had a bunch of shipping boxes in it. Thus making the line unusable. :eek:

BTW, I'm not sure that this is just a Starwood issue. A lot of Marriott hotels also have those "elite only" lines and only a few of those hotels actually make use of them.

Personally, before I would ever actually wait in an elite line, I would ask someone at the hotel, maybe a concierge, if the elite line is actually staffed or just for show.

But to directly answer your question, if I had waited as long as you did and the staff ignored me like they did you, I would make a complaint. If for no other reason than to see what the hotel's response is in regards to whether the elite line should be staffed or not.

It might prompt some changes at the hotel in question and save someone else from waiting as you did.

I have to admit that my "sampling" of various Starwood hotels is somewhat limited. Most Sheratons I have stayed at, do seem to have an elite line, but I've yet to see one actually be used. In fact, the last couple of Sheratons I have stayed at, the elite line actually had a bunch of shipping boxes in it. Thus making the line unusable. :eek:

BTW, I'm not sure that this is just a Starwood issue. A lot of Marriott hotels also have those "elite only" lines and only a few of those hotels actually make use of them.

Personally, before I would ever actually wait in an elite line, I would ask someone at the hotel, maybe a concierge, if the elite line is actually staffed or just for show.

But to directly answer your question, if I had waited as long as you did and the staff ignored me like they did you, I would make a complaint. If for no other reason than to see what the hotel's response is in regards to whether the elite line should be staffed or not.

It might prompt some changes at the hotel in question and save someone else from waiting as you did.

Thank you ^. I appreciate your kind and INFORMATIVE post on this issue. That is a very good idea re checking if they staff the line with the concierge. I find generally its quite often not staffed at the USA SPG hotels which is a pity. It is a nice benefit when it works properly like at Planet Hollywood Las Vegas, Le Meridien SFO, Sheraton on the Park and the Four Points Darling Harbour.

Sheraton Singapore has less reason to up its service level (or other 'quality levels' for that matter - be it rooms, reservation center, front desk, bell boys etc) because it still absorbs in all the SPG travellers who can't afford the $415++ St. Regis. Sheraton is the only other SPG property there.

The new W in Sentosa to open in 2013 will be an interesting addition but still will laregely cater to a diff audience segment. what Starwood needs to put the lazy Sheraton Towers back on its feet and to smell the morning coffee is either a Westin or a decent LM around/near the CBD area.

Given that KUL has no less than 4 properties (with another one in the pipeline) and BKK having 5 with another 4 coming up, Jakarta with its 3 and 1 to come soon, it baffles me to why the Sheraton is the only choice for Starwood in the much more metropolitan city that is Singapore.:td:

Given that KUL has no less than 4 properties (with another one in the pipeline) and BKK having 5 with another 4 coming up, Jakarta with its 3 and 1 to come soon, it baffles me to why the Sheraton is the only choice for Starwood in the much more metropolitan city that is Singapore.:td:

KUL has 3 Starwood properties, with 1 in the pipeline. I'm guessing the '4' you're referring to is the now gone Sheraton Subang.

And the '1 to come in Jakarta' has disappeared from spg.com and building has stopped on the construction site.

Also the St Regis is cheaper than the Sheraton at times.

not exactly a 'reservation agent' but received quite an atrocious service from calling Sheraton Towers Singapore yesterday...

I was having trouble booking the ADVBKR rate and the SPG CCS was not too helpful either (agent thought Singapore was a city in China) so I thought I would give the hotel a try. This is how the conversation went.

I would like to know whether the CCS associate you contacted has assisted you or not.

Do keep me posted. Sorry for the inconvenience caused.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

I would like to know whether the CCS associate you contacted has assisted you or not.



Hi Theytus,

YES, the CCS associate eventually was able to tell me that the ADVBKR rates were not available for the dates I had in mind. It was that I was not 100% convinced with her response that I decided to call the hotel just to double-confirm to be met with rudeness and unprofessionalism that led me to leave the response above.

I just do not see why I always have be disappointed whenever I contact the Sheraton Towers Singapore... but I guess that's a topic to be discussed in another thread.

Thanks much,

I just do not see why I always have be disappointed whenever I contact the Sheraton Towers Singapore... but I guess that's a topic to be discussed in another thread.

Thanks much,

Don't be disappointed. I do not have your particulars with me now. Would you like to send me a PM while I forward your feedback to the management right away?

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

Sheraton Singapore has less reason to up its service level (or other 'quality levels' for that matter - be it rooms, reservation center, front desk, bell boys etc) because it still absorbs in all the SPG travellers who can't afford the $415++ St. Regis. Sheraton is the only other SPG property there.

Right...the Sheraton is the only other SPG property there which is why I stay at either the Hyatt or the Hilton depending on what rate I can get. I have given the Sheraton a number of chances to handle their service better but I can see it is a lost cause. My last interaction with them was an email response I sent to the duty manager with a question which got absolutely no response. :rolleyes: