Starwood Preferred Guest - W Times Square

I went to NYC with some family because of the $25 W offer. Upon checkin I asked if there was a suite available. She said yes, if you pay a rate of $319. I say no I get an upgrade based on plat. She scratches her head and talks to a manager. Comes back and said that they are out of suites. So us four split a room. Two to a double. (It is allright) Well about two hours after
Checkin I called and asked if there are suites, and was told yes plenty. Well I say I checked in and was supposed to be upgraded they turn around and say oops we have none. Total BS the whole time. Well on Day two my mom comes to the hotel with no key, she asks for one. Denied (When I checked in I gave them everyones name) She asks to use a phone to call me, the lady says arrogantly go use a pay phone, she has no change, her cell is charging in the room, so she is directed to the conciereg, and he says someone may call so NO. So she calls me with her credit card. I don't get her message for hours, well that screwed up our getting together to all go see a show. I finally get to the hotel and talk to an Asst manager. Well she barely apolagized, and actually gave us a suite (I guess one magically popped up) She also comped a night of drinks (offered breakfast, but I said drinks) Next day the same happened to my Cousin!! I did not even complain. Alltogether the hotel treated us like ****. With the attitude and how they treated my family I would have rather stayed at the Essex house on a higher rate. What should I do should I complain to corporate services? I understand that I got a cheap ratea, but I have stayed at Starwoods on $50 priceline rates and still get suites and good treatment. This is the second W experience where they break the rules. Thank god I got the privilege to stay at the Pulizter in Amsterdam, and visit the Redlight, and smoke a lot of ****, and see a royal wedding for a couple days... I hope my upcoming experience in MSY will be different.

ryan,

The consensus so far has been that none of us have complained about not getting an upgrade. And here's the reason why, WE PAID $25. That was bonus enough.

Did you not eventually get the suite that you sought?

Did you not also get FREE drinks at the "W" bar (& theses are not cheap! http://www.flyertalk.com/forum/wink.gif ), as offered, including an offer for a comped breakfast?

This is not unreasonable, IMHO! http://www.flyertalk.com/forum/smile.gif

My guess, and it's just that of course, is that you will almost assuredly receive better treatment next time! http://www.flyertalk.com/forum/smile.gif

As I recall, the $25 rate was only for double occupancy.

Ryan-

I've defended you before when others stated that they thought you were being unreasonable. Not this time - you are.

The hotel shouldn't lie to you, but under the circumstances, I think you made out pretty well, and eventually got what you deserved. Let's not forget that the $25 rate was an accident that they (IMO) had every right not to honor with reasonable notice to the guest.

Frankly, expecting to house 4 people in one room in NYC is a bit ambitous. As most suites have one bed, it seems that this would have been even more ambitious.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BoSoxFan45:
Frankly, expecting to house 4 people in one room in NYC is a bit ambitous. As most suites have one bed, it seems that this would have been even more ambitious.</font>

Most suites have a sofabed as well.

I guess I have to disagree with the consensus here.

I stayed at the W Times Square over MLK weekend on the $25 rate. When I checked in, they certainly "acknowledged" my platinum status but no suite was given. I didn't ask for one either. But when I called reservations too, "there were plenty available". Hey, I was on a $25 rate so it wasn't worth the pain and the agony.

Fact is, this is a violation of Starwood's own policy. My future New York W stays will be at W Union Square, at least they are honest!

The point is the hotel shouldn't have lied. If they are going to lie, they better be smart at it. I think a complaint to Corporate Services is recommended in this case.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Guava:
The point is the hotel shouldn't have lied. If they are going to lie, they better be smart at it.</font>

This part, I agree wholeheartedly with. But he eventually got the suite and free drinks that alone were likely worth FAR more than he paid for the room. Methinks eventually he got a more than fair bargain out of this, although they shouldn't have lied in the first place.

what is the cheapest way to get from LGA to this hotel?

You guys are right... I am not mad about the suite at all, I expected no upgrade. What made me mad was that on two occasions the people I was staying with were refused keys, and were locked out for hours. I gave everyones name on checkin. That is why the manager gave us a suite, and the drinks. (Not breakfast) Also we had run up about a decent bar tab. I think I am going to leave this one alone. But please understand my complaint is not about the suite, it is about the mistreatment to me guests, and how rude they were to them including saying go use a pay phone, when they were the guests being inconvienced. The suite lie was just the icing on the cake, but nothing big. I just feel that we were treated like someone paying a $25 rate.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Guava:
The point is the hotel shouldn't have lied. If they are going to lie, they better be smart at it. I think a complaint to Corporate Services is recommended in this case.</font>

Well, for once Guava and I are in agreement. http://www.flyertalk.com/forum/smile.gif

But, there are some qualifications. ryan754, doesn't have an issue as far as not getting a suite upgrade is concerned, but he does have one as far as the way the hotel responded to his request and the other service-related issues were concerned.

LoveHateUA, however, should have been offered a suite upgrade if one was available and probably should contact Corporate Services as well.

I am forwarding this thread to the hotel coordinators so we can review this situation with the hotel directly.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by j_mee:
what is the cheapest way to get from LGA to this hotel?</font>

Take the bus (M60) to the subway (yellow lines) - get off at Times Square - total cost $2.50...

FWIW, my understanding of the "key/entrance" issue is one of security! You typically just can't get into a room so easily and it is often inconvienient, but perhaps best for all. Rekeying one key will effectively shut off the other as well. While I wasn't there, I just do not think that they were trying to make it difficult for anyone!

Remember, "Never say no!" http://www.flyertalk.com/forum/smile.gif

I'd, for example, recently checked at the "W" Time Square front desk for a note and materials left for me by another guest and I was very pleased that the front desk agent politely insisted on seeing a suitable picture ID before handing it over. They explained very kindly that they wanted to be certain that the proper person received it. I thought it was professional and appropriate, yet had I not had a handy picture ID... well should I then be irritated? I think a bit of understanding on both sides is what's best! http://www.flyertalk.com/forum/smile.gif

Clearly, there is no excuse for being rude and hotel staff should take great care to not show their exasperation. Having been at this property twice now, I must say that I saw nothing but great service being offered at every turn, and so I expect that this was an aberration of some kind!

Again, I hope it is all rectified to your expectations and satifaction. Sorry the visit was not more ideal. Next time for sure! http://www.flyertalk.com/forum/wink.gif

Starwood Lurker, why should one Plat be offered a suite upgrade and not the other one?

While I don't agree that we should expect the hotel to fawn over those of us who got the $25 rate, I do think that Ryan's experience is indicative of the way that cast members deal with guests in general.

When I checked in, I was upgraded to a higher floor and Spectacular room as per my Gold status. However, it is in my profile that I really dislike rooms near the elevator. They discussed all my other preferences with me on c/in, but for some reason a room away from the elevator escaped them. Guess what? My room was next to the elevator.

I immediately called down to have it fixed and was told that I should just occupy my current room until they could have a room cleaned to fix the problem. I was assured that they would be able to move me that evening. Five hours later (at 7 pm), still no response. When I walked down to the desk, they had totally forgotten about my request, although, they were happy to help me out and immediately change my accomodations.

I'm not complaining about the quality of the hotel or what I received for $25, but I do think that if the staff promises something to you (or bends the truth), they should follow up. I'm glad that the situation could be fixed.

One great thing about the W is that upon check-in I was assigned a certain desk agent who was to deal with all my room issues. Although she sort of fell through on the away-from-the-elevator problem, having a single point of contact is always a great customer service benefit, IMHO.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Sheryl:
Starwood Lurker, why should one Plat be offered a suite upgrade and not the other one?</font>

Who knows for sure, Sheryl. Perhaps there were two separate front desk associates and one was uninformed. The hotel coordinators are on this and the front desk manager will take care of it going forward.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

William-

I think you misunderstood Sheryl's question. It seems that you stated the LoveHateUAL should have been given a suite, but that Ryan should not have. This isn't exactly clear, as you say ryan "has no issue re: the suite upgrade". Is this because he eventually got one, or that he never should have gotten one in the first place?

Anyway, it seems that this is what Sheryl is trying to get at.



[This message has been edited by BoSoxFan45 (edited 02-05-2002).]

Oh... http://www.flyertalk.com/forum/wink.gif

That would be because ryan754 got a suite, eventually. If he wants to make a valid case for not having one the first night, then all he has to do is explain the scenario that happened at check-in and that would suffice defacto.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

This is because the Manager realized the screw up by her FD people, I would not have gotten a suite otherwise. Remember my post is regarding the harsh treatment. Also I would like to add that other than this most of the other people at the hotel were wonderful.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Starwood Lurker:
Oh... http://www.flyertalk.com/forum/wink.gif

That would be because ryan754 got a suite, eventually. guest.forum@starwoodhotels.com </font>

Forgive me what I may write. Let's see. A room for $25 a night in Manhattan. Most likely an computer data entry error and not a promotion. And you did not get your upgrade? Oh no! How can this be? Maybe someone can top you on their visit. Let's see. Free parking. Yes, free parking! Free breakfast. Free tickets to a soldout hit Broadway play. How about throwing in a dinner too? And free bathrobes. This hotel does have bathrobes right?

You forget the free dinner at the Blue Fin.

thanks trav!

First of all, I would like to say that I have several great stays at the W Times Square. Staffs at the hotel were very attentive. Many were very cheerful and look very happy to work at this new hotel. The concierge was just fabulous. One day I called Blue Fin for reservation with no availability but a 2-minute stop by the concierge net me a table. The overall services of this hotel certainly on the top of my list for all the *wood I have stayed. Admitted the hotel hires a lot of young people, who might not be as mature or well thought out with their actions. This might explain why some guests received below par treatment like assigned to a room next to elevator, etc. But I can only praise the good services I received.

I expected no upgrade
Really? Then why ask at the checkin. Ask again two hours later? And I am sure our Ryan brought the issue up to the AM when complaining. Most Fters here with $25 do not even bother to ask for an upgrade.

how rude they were to them including saying go use a pay phone
I don’t think the FD or concierge should let their guests (and they can’t even confirm at the time your mom was one of their guests) to use their phones. Especially it is very likely to be a long distance call. Those lines are for their business use and that’s what the pay phones are for!! Imagine everyone go to the FD and ask to use their phones. http://www.flyertalk.com/forum/eek.gif

What should I do should I complain to corporate services?
By taking your claim that you have all four names on the room, you finally got your suite. You are comped with one night of drinks. For four people, the tab can easily go up to couple hundreds. What else do you want? Maybe you should let us know how much you saved with the comped drinks. Yes, the hotel shouldn’t lie about the suite but it’s also true that your mom forgot to bring the room key, hence the inconvenient. IMO, you are compensated for the misfortune. Just exactly what more do you want from *wood?

Apparently our Ryan likes to complain and pushes the limit. Here is the link to another episode with Hilton Concord.
http://www.flyertalk.com/forum/Forum57/HTML/003269.html

Think about it...the hotel was only trying to protect you and themselves by not letting anyone else into your room. This happened to us at the Anaheim Hilton and after a bit of inconvenience we realized this is the best way to handle these things. My husband arrived late when we were already at Disneyland and they wouldn't let him in our room to dump his bags, even though I had asked them to at check-in, because we weren't in our room to OK it. His cell didn't work in the lobby so he also had to go to a dreaded pay phone and call my cell. Luckily I had the hotel number with me and could call, provide the cc number I checked in with, etc. He missed a ride or two with the delay, but good grief, would you really want just anyone getting into your room?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by OnePassLover:

Apparently our Ryan likes to complain and pushes the limit. Here is the link to another episode with Hilton Concord.
http://www.flyertalk.com/forum/Forum57/HTML/003269.html</font>


oh gosh it's THAT ryan....

nuff said.. http://www.flyertalk.com/forum/smile.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by j_mee:
what is the cheapest way to get from LGA to this hotel?</font>

Picking this out of the clutter here ...

Get the M60 bus at LGA. Take it until you see the elevated tracks of the N, R and W (yes, they're yellow on the map, but no one really calls them that) trains crossing Astoria Blvd. You can ask the driver to alert you to the correct stop if you want.

Then just take any Manhattan-bound train (they all stop at Times Square; it's the ATL of N.Y. transit), and you should be able to find the W from there.

Also: Buy a MetroCard at LGA (I think newsstands have them; I've done this before.) It will let you transfer free from bus to Subway. Cost = $1.50.

This may help, too ...

http://www.mta.nyc.ny.us/nyct/index.html

Well... there is another alternative at the same price! http://www.flyertalk.com/forum/wink.gif

http://www.flyertalk.com/forum/Forum101/HTML/004142.html

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And regarding the LGA to the hotel trip:

Some other potentially usful links:

http://www.nyairportservice.com/

http://www.panynj.gov/aviation/jfkframe.HTM

http://www.limos.com/

http://www.mta.nyc.ny.us/nyct/index.html

http://www.citidex.com/20.htm#C4492

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Good advice from Tyler! http://www.flyertalk.com/forum/smile.gif

doc,
thank you for the links... very helpful for my upcoming visit...

RE: the M60 option...

Travel light- that us gets crowded. I like Subways, but NYC busses.... Not for me. I've done it once, and it is by far the cheapest option, but man-oh-man what a long-stange trip it was.

I did the subway taking I believe the N Train to the A train towards **** beach, there I caught a bus to JFK, only cost 1.50 was an adventure, especially because I had a backpack, and a carryon, and a duffel bag, also the walk between the two trains took a while.. Although a shuttle is easy I would do this anyday as it is an adventure, as I am sure LGA will be too.