Starwood Preferred Guest - "Checking In" with the Starwood Lurker

Folks, Starwood is looking for your feedback and suggestions on the check-in process in general and what the perceptions are of your experiences during this process at our hotels, as well as what you would like to see develop into "the check-in of the future".

Please, I know that some of you have had some dreadful experiences in the past and it's certainly okay to vent briefly, but we would be more interested in constructive criticisms you may have and an idea of what your "dream check-in" would be rather than reliving past transgressions.

So feel free to relate your ideas of what equates to a great check-in experience. http://www.flyertalk.com/forum/smile.gif

Best regards,

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

guest.forum@starwoodhotels.com

The biggest complaint I have about check ins (Starwood's, airline's or anyone else's) is the wait in line. Often I am tired or late or whatever and I just want to get to the room quickly.

The major airlines have gone to a self check in system. Swipe your elite card or credit card and you get a boarding pass. Something similar would be great at hotels.

I think a great check-in (for SPG Golds) is when the clerk says, "And we've upgraded you to a XXX room." Or if that is not the case, "I'm sorry, but there aren't any upgraded rooms available tonight." Either way, it is nice to have confirmation that the specific benefit has been taken into consideration during the check-in process.

A great check-in happens when I walk to the Starwood Preferred check-in area, it has a dedicated person working there, I hand them my preferred card and my Amex card, they already have an envelope and key reserved for me, they give it to me and I am on my way to the room.

Simple and easy. It can be done in 30 seconds.

I'd love to have a self check-in machine, too.

Dream check-in --- (1) a staffed SPG line (and really it should be a Gold/plat line, because anyone who fills out an app is an SPG member). (2) a "Mr Eastbay, we have upgraded your room to an xyz-type room or couldn't upgrade you today because of our 100% occupancy. (3) What would you like for your plat amenity today (or for int'l props) there's a gift basket waiting for you ... or we will be sending a gift basket up to your room. (4) A registration card already made out if I have made the reservation at least 4 hours ago.

I have some checkout comments, too...such as places rarely ask anymore how the stay was, and if everything was ok. They seem not to care if there was an "issue."

Just had one of the best experiences I can remember at the Boulders. Though some of this was made possible by the physical layout of the property and its small size, the theory might be useful.

Gave name at the gate and drove in. Valet opened the car door - "Good afternoon Mr....." and directed me to a desk. Papers were ready, facility was explained and I was on my way.

Another small thing my wife and I will always remember is that after the hot drive from the airport to the then Westin Hapuna Beach (p.s - we miss it!) we were greeted with some ice cold fruit juice and a cold hand towel. No big deal but we haven't forgotten this for several years and have often wished for the same treatment in similar conditions.

Same thing at your St. John and Cabo properties: cold drinks of the potent variety immediately upon arrival. Some small unexpected treat makes the subsequent line and wait much more palatable.

Sorry, you may have wanted specifics as to the mechanics of the check-in process but this is what has started stays on a high note for us.

My dream check-in was the one at the Princeville, noted in the report I posted back in February.

Important elements:
- Acknowledgment of upgrade happening or not.
- Platinum amenity.
- Flagging any property specific charges. (e.g. early departure, resort, parking)
- Directions to room if not obvious.

The geek in me would like my elite card to work as the key to my room. Get an email or SMS alert with the above information on day of arrival, go straight to my room and stick my elite card in the door.

P.S. Do any of you know if the electronic card systems are networked or they work on a bullet system?

[This message has been edited by rocky (edited 03-15-2002).]

I've had great variability in whether I've been able to verify the rate or not at check-in and this recently caused me a fair bit of work to unravel when I was charged for a platinum upgrade. Rate confirmation should be a standard part of the process, imho.

My dream check-in would look like the following scenario:

"Good Afternoon Ms. Ldsant. Welcome to the Starwood Property. We are very pleased that you are joining us for the next x # of nights. Here is your room key along with a handout of interesting sites, restaurants, and the hotel "need to know." You will also notice that as a SPG Gold/Plat we are offering you free internet access up to 2 hours per day from your room along with a welcome bottle of water. We are happy that you have selected us for your stay and if there is anything that we can do to make your time more pleasurable, my name is "Something Special" (or whatever their real name is! http://www.flyertalk.com/forum/smile.gif). Please feel free to call on any member of the staff.

Also, I want to ensure that you know you will receive SPG points for this stay. Further, we have noticed that you requested an upgrade for which we were/were not able to accommodate you today and we also have your amenity in your room. Again, if there's anything you need, feel free to call on us. Have a pleasant stay. Finally, remember - to save time you can use the Express Checkout service via your television."

The "high touch/high service" is what I enjoy. As a woman travelling alone I REALLY appreciate the person greeting me, ensuring that I am not close to the elevator or stairs, and that I'm on a high floor. Wyndham does this VERY well.

On a different slant - the check-out process should include the option to have your bill e-mailed to you. This would help considerably since a lot of employees file their travel expenses electronically... an attachment that contains your hotel bill is very efficient.

ckinsey makes a great point. a nice glass of juice and a cold towel makes all the differenec in the world in some parts of the world.

At the Four Seasons in Scottsdale, AZ there is a station right next to check-in that holds iced tea, lemonade and some fresh fruit. The Clerk checking us in poured (and even mixed a lemonade/iced tea) for us while waiting for a printout.

I understand that a Westin Resort is opening up at Kierland (in Scottsdale) soon, and I would suggest this as a small amenity for all guest checking in, Arizona can get darn hot!

I would also like to throw my support behind a manned SPG Gold/Plat check-in counter! A speedier check-in where a key is waiting would be wonderful.

I second the rate confirmation item. It is usually right there in the US (and you have to initial same) but in other countries, not. A handful of US properties have changed my rate when upgrading the room or have called me a liar on the rates I have received from both SPG webpage and travel agencies.

[This message has been edited by Eastbay1K (edited 03-15-2002).]

Starwood Check-In Of The Future?

A variation of the Hertz "Big Board" for those business travelers in a hurry:

Walk in the lobby, you see your name and room number on "The Big Board."

You hit the elevator and use your SPG Card (with magnetic strip added) as your room key (the lock having been programed to expect you and your SPG number).

Ba, Da Bing. All there is to it. No front desk. No check-in. No waiting for keys.

From front door to elevator to room!

Well, there may be some security problems with having a name and room number posted for all to see, but something else other than real name could be used (such as a pre-registered handle for me...PremEx - Room 1241).

I can think of some fun names for this service, as I'm sure you can too.

No charge, Lurker. But feel free to upgrade me anytime you wish. http://www.flyertalk.com/forum/wink.gif


[This message has been edited by PremEx (edited 03-15-2002).]

I would really like to see a separate check in line for SPG Gold and Plat. One of the best airline elite benefits is being able to check in at the first or business class positions when flying coach in order to avoid the long lines. A sign should indicate gold and plat. only, and it should be stictly enforced. The non-elites will see this, and it will give them an incentive to achieve elite status.

A build on Premex Post - Post SPG # (we all have them memorized) and room #.

Email with time room will be available(if UG was available)along with room # then program door to accept SPG card # for nites reserved.

If initials required on rate, plat choice, or check-in verification of any type do it like your check out - on the TV.



[This message has been edited by ME1st (edited 03-15-2002).]

The biggest deal for me is acknowledgement of platinum status, including upgrade and amenity, without me having to ask. I love it when they tell me right off that bat that I have been upgraded to a suite, here is the amenity card. I don't love having to ask for this stuff.

I like the self-check in kiosk idea someone else had. I always use that at the airport unless I'm checking luggage.

A simple dream check-in is already (or was at least) in place at the Dolphin in Orlando. Several years ago I got off the airport van, a valet asked my name and gave me my key. Never went to the front desk.

When I made the reservation the agent simply asked whether I wanted expedited check-in. I gave her my credit card info and that was it.

This scenario doesn't address amenities, but it eliminates waiting in line.

I'll chime in with not wanting an identifier that others have access to such as SPG #, in the lobby..

Aside from that minor disagreement, I would like what most others like - acknowledgement of Status, info on upgrade or lack of, but MOST of all I want checkin staff to be able to multitask . Several times at the W NY, Vancouver Westin Grand and W SF, we'd be trying to check in and the checkin staff would be going over some arcane piece of info/argument with another guest. I have NEVER seen an SPG desk manned except at SF Palace and that was great - when it's not, chances of a quick check in diminish rapidly.


I also like when staff ask me if a particular room is OK - instead of just handing me the folio - or at least to check "non smoking king for you today" or whatever. The W is particularly remiss in that - I USUALLY had to ask to change rooms until I learned that what i asked for is often not what I recieved.

Aside from check in (which I think is the most variable experience of my Starwood stays) Westins in particular have been excellent for everything else.I like the W's so I am willing to put up with the inefficiencies and attitude they sometimes exhibit. Especially when at the SF W, I was handed a set of temporary business cards to use during my stay - nice touch!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by rocky:
My dream check-in was the one at the Princeville, noted in the report I posted back in February.

Important elements:
- Acknowledgment of upgrade happening or not.
- Platinum amenity.
- Flagging any property specific charges. (e.g. early departure, resort, parking)
- Directions to room if not obvious.
</font>

I received my upgraded room key at the bell desk/valet stand at the Princeville. This, plus the lei greeting, made it perfect. OT, I like the manly leaf-leis they have at the Orchid on the Big Island better. http://www.flyertalk.com/forum/smile.gif

Most important to me, like some others have said, is at least a recognition that the upgrade has been considered. I feel pushy and its strain for me to have to ask (or sometimes argue) for something I'm entitled to (if available).

I think it should be Starwood policy that a certain rough script be used for elite members, to recognize them and either state that the upgrade has been done (explaining the reserved category and the upgraded category), or that the upgrade is not available (also stating the category you would have received if it had been available).

Poor checkin -- Sheraton Chicago. After an hour on a sweaty Airport Express shuttle with a driver who got lost, I get on the special Starwood Preferred Guest line (that's good) and then wait a while because the agent at front decides to answer the phone first rather than serve me (which I think is more a problem of not enough staff; sounded like she was providing the 'one touch' service this hotel provides).

I like the idea of self-check in machines, and I very much like them saying 'You got an upgrade' or 'Sorry, we tried but you didn't.' Since all our upgrades are space-availabile, it's good to know at least they tried, vs they didn't even bother.

Express check-in is ok too; Omni Hotels puts their Select Guest's all checked in and you just pick your key up from a table. While it seems peculiarly unsecure, so far it's been fine and my key's been there and no one has been in the room waiting for me http://www.flyertalk.com/forum/smile.gif

William,

In the olden days, when I first became a Gold member in the early 90's, I would go to the 'preferred' line to check in. My name and room info were just handed to me by the front desk people. Then I was off to my room after I showed them my I.D.

In a perfect world this would be my ideal. Thats assuming the appropriate upgrade was administered to this Gold member (without asking). A guy can dream can't he.

Dan

After staying for nearly 15 months at the same property in Ohio, I got to the point where I'd hit the lobby, the front desk staff would look up, smile and say "Hello Mr. Holland!" and hand me a plat envelope with room key and breakfast vouchers. No credit card swipe, no line waiting (they'd hand it to me even if there were others in line, often times, so I was able to just bypass a wait entirely) and I was on the 'vator and in my room in about 30 seconds.

The face recognition notwithstanding, it'd be nice to walk up to any SPG front desk and say, "Hello, I have a reservation for Holland" and be given a pre-keyed key card and whatever else they'd normally hand me at checkin, and be off to my room without having to drop all my gear and dig out a credit card and/or drivers license.

My understanding was the credit card swipe is to serve as "proof" you were actually there should you try and contest the charges.... not sure if there's another easy way around it, but it's nice to dream!

I agree with having a speedy check-in.

The SPG line is a good idea in principle, but the acuality falls short of the idea to give SPG members priority.

It seems when I get to check-in, its either busy or there's no one else there. If no one else is there, then of course, no waiting, SPG line or not.

If its busy, then the SPG line is also taken up by non-SPG guests, despite the sign. I'm afraid the same would happen even if the line was for SPG elites only. I don't mind if when there is no SPG member waiting, for a regular guest to be waved into that space, but there just seems to be no enforcement of keeping the line to those it is intended for, when the hotel is busy.

The idea of an automatic check-in is good, but only if implemented with a display of what is the assigned room and its features(non-smoking, king bed, desk, for example) what other options could be available. Acknowledgment of one's status and choice of Pt amenity also, of course!

I agree with the ldsant's suggestions. I would also like to be able to call in when I arrive at the airport or am in the airport shuttle/taxi. The hotel could check me in using the credit card in my profile and give me info about my room (#, upgrades, etc) and confirm my stay dates and room rate. The hotel would also give me a number that is not related to my room # or SPG #. When I arrive at the hotel I could just go up to a board at the desk and grab the check in papers, additional info, and card key at my pre-assigned number on the board.

TF

Go stay at the Sheraton Maui. That's what a check-in process anywhere should be. Yeah, their rooms are $250 and up per night, but so are many other Starwood properties where you don't see anywhere near the same service.

Shearton Maui:
Before even getting out of the car, I'm greeted by someone on the staff. They ask for my name, and then walk over to the stand and retrieve my key (already prepared and ready in an envelope). Then, they provide me a brief orientation of the hotel where, from the lobby, I can see all the services offered.

Finally, they show me to my room, explaining the hotel in more detail. "Is there anything we've left out, Mr. XXX?", "Is there anything we can do for you, Mr. XXX?"

It's just a very warm, "Welcome to our property!" feeling that the 20-somethings at the W can't yet quite offer.

Lurker.....

I agree with the Platinum Majority that the recognition is important. Not having to ask for upgrades and amenities which are supposed to be given as a benefit, and being advised when they have tried to fulfill the request.

I had a stay in Puerto Vallarta at the Westin which was a great example of Platinum treatment. I was escorted by the bell man to the SPG desk for check-in, there they advised me they had upgraded my to XX room and offered my a book with my PLAT amenity choices (even though they never posted) and gave me some free drink coupons while I got settled......it made me feel good I didn’t have to beg for what my status was supposed to offer me.

My idea of an ideal check in experience:

1. A dedicated SPG line that is actually staffed. I understand that sometimes this may not be possible and for these rare occasions, the check-in agent would take the next person from the SPG line/or immediately call the fromt desk manager out front to help out the SPG members.

2. A verbal acknowledgement of my SPG status and maybe a nice comment that "XYZ hotel and SPG values my patronage."

3. A verbal acknowledgement of the perks to which I am entitled based on my SPG level. "Mr. Onedog, as a SPG Plutonium, we have upgraded you to the Regal Presidential Suite" or "I'm sorry Mr. Onedog, but we are not able to offer you a complimentary Plutonium room upgrade at this time because we have a bunch of mega rich fat cats staying here right now, but perhaps we can upgrade you tomorrow?" or "Mr. Onedog, even though you are only staying on a super-cheapo room rate, as a SPG Plutonium, we are pleased to offer you access to the club floor for evening drinks and morning breakfast." Again, just knowing that the hotel acknowledges my SPG status and appreciates my business.

3. A fast check-in process. Perhaps automated. Let me swipe my SPG card, choose which room I want and automatically issue my room key. If American Airlines can offer automatic check-in and ability to chose my own seat, why can't a hotel? If I can choose my own room, at least I have only myself to blame if I get stuck next to the elevator. I can see what is available and then I won't have that bothersome feeling that the front desk agent just screwed me over.

4. At resorts, I don't want to deal with pushy bellhops at check in. If I obviously don't want any assistance with my bags, don't keep on trying to take my bags. Sometimes, I just don't want to relinquish custody of my bags. By the same token, when I am checking in and I have a thousand bags and the kids are running all over the place and it is painfully obvious that I could use some assistance, it would be nice when the bell-hop immediately offers to help me with my bags, opens the door, directs me to the SPG check-in line etc.

But, I do like having the bellhops saying hello, goodbye, good afternoon etc. And greeting me by name is always a tip earner when I check-out! Personal treatment is always nice.

5. A front desk clerk who asks me if I need any assistance with local restaurants/attractions, asks if I want him/her to quickly give me a rundown on the amenities of the hotel (excercise room/pool/restaurants/newspapers in the morning/club floor access/continental breakfast etc.).

6. When I am checking in and it is blazing hot or freezing cold outside and I am waiting in line or it is taking a bit to process my SPG Plutonium Regal Presidential Suite upgrade, it would be nice if the desk clerk/bellhop would offer me a cold/hot beverage (water or an appropriate attitude adjustment beverage or just plain coffee) would make me feel much better. Sometimes I have just traveled all day to get to the resort and I want to start my vacation ASAP and if I have a pleasant experience while waiting in line, the rest of the stay starts off on a good feeling.

7. Front desk clerks who have common sense, brain cells that actually function, and pleasant personalities.

Thanks SPG.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by onedog:
choose which room I want and automatically issue my room key. If American Airlines can offer automatic check-in and ability to chose my own seat, why can't a hotel? If I can choose my own room, at least I have only myself to blame if I get stuck next to the elevator. I can see what is available and then I won't have that bothersome feeling that the front desk agent just screwed me over.</font>

GREAT idea http://www.flyertalk.com/forum/smile.gif

In a non-upgrade related suggesetion, I would like to suggest that at check-in the hotel actually use all of the info that I have entered into my profile, via the SPG website. I have indicated that I prefer rooms far from the elevator, that I want the Wall Street Journal, etc. yet somehow I always have to request these things at check-in in order to get them. These are of course small details, but for the frequent traveler (like most of us) it is the attention and consistency of these small details that makes or breaks the experience.

Whatever information is in our profile should be used pro-actively by the check-in staff. Also, I would like the ability to enter even more information into my profile, such as my preference in the Plat Amenity (i.e. 500 points).

I like the idea of checking in at a kiosk, using your SPG card and receiving a key from the kiosk, and checking out and printing the bill at the kiosk. For me, speed is what's most important, especially for check out, but I find that I have to stop at the front desk to get a copy of the bill that shows the balance as paid for reimbursement, and/or to make adjustments to the bill (I had popcorn and soda at the W Suites, or I had morning coffee and bagel delivered to the room at the Westin, requiring an updated bill showing a zero balance.)

While I laughed at PremEx's suggestion of a big board ala Hertz #1 Club Gold, I don't think that's really practical for a nice hotel lobby. Using your SPG key is also an interesting idea, but since it has your name imprinted on it, might be a security issue if you lose your card.

I find that with Hyatt I generally like the 1-800-CHECKIN service, however, it still requires a stop at the front desk, but at the property I frequent, they have a dedicated line for Diamonds (top tier).

-David

My thoughts:

1. 1-800 number to checkin on the day of arrival by phone. This would allow a discussion of upgrades etc.

2. On arrival at the property - how about checkin on the bus; or when they ask your name when you call for a pickup - to have someone meet you with the keys so you don't have to wait in line after the bus has emptied.

3. At the check-in desk - if you have to use it - more than one agent on duty during normal times at least one working the elite line.
Amenity in room upon arrival - means you have to do the upgrades the day before - but means I won't have to be distrurbed after I've gone to bed. At Hyatt I often decline the amenity if I want to sleep.

4. Pay some attention to our preferences in the reservations, and perhaps tell us that our Platinum concierge called and checked on the upgrade.

William,

To answer your question let’s go back to the aim(s), implied or not, of the check-in.

1. To confirm one’s identity, swipe a CC, confirm length of stay and reservation fundamentals (Non smoking, special room for disable guest, etc) (that’s the hotel core issues).

2. To validate the SPG promise to its frequent guests – upgrade (or information on lack of), amenities, special requests.

In many cases, the process fails from the start… there is a queue to get to confirm your identity, your reservation cannot be found, etc... or it fails at the second stage… no information, ignorance of SPG rules, etc…

So breaking down these steps might be the solution for the check-in of the future… and doing that would position STW as a market leader.

1. Identity, CC swipe, stay length, reservation fundamentals – all could be processed for the SPG member using a smart SPG card (chip) and Iris recognition. The card would contains all your details (CC, name, unique SPG id number and iris pattern). Using an iris recognition kiosk you simply register and your reservation details appear on screen. Like it, click on “accept” and the room key is programmed in your card (or a key card issued or iris recognition at the door). Don’t like the room, some changes are possible on screen – floor, room orientation, etc... The system is linked to the hotel inventory so based on your status you can see all rooms available.

2. Empower a dedicated team to make the SPG promise true. They act as the Gold & Platinum champions and ensure that all promises are met. They are also present in the lobby, near the iris recognition kiosks to assist. In many hotels, this function exists already of course... so what is missing to make them really efficient (probably a future topic)?

One thing that cannot really be changed by processes or rules is the type of people you hire... having someone at check-in or at the door that can make decisions based on what is happening is critical. To have hotel staff go beyond the rulebook to assist is what makes the whole experience different. It can be done for all (see cold towel and juices example above) or it can be done on an individual basis.

That would also allow for hotels who have a specific environment (very hot/cold, long drive, isolation, etc...) to accommodate unusual (i.e. non standard) check-in practices (drinks, driver to pick you up, etc)... but to do that the basics must be reliable.


Canista

[This message has been edited by Canista (edited 03-16-2002).]

With the overwhelming response on this board, it's obvious there are some things that should/can be implemented immediately.

Here are a few other little things:

- After loading bags from your car/cab, bellmen should tell you, "After you check in, I [or whomever] will be bringing your bags to your room. I'll meet you [wherever]." This is necessary so you know what's happening to your bags, and also so you know whether you should tip this guy now (if he is NOT the same one bringing bags to the room) or wait until you get to the room.

- I really appreciate those hotels that give you your keycard in a folder that includes a little wallet-sized cutout card with your name and room number imprinted on it. I do put those cutout cards in my wallet to help me remember my room number throughout my stay. Also, if I go out of the hotel without my wallet (e.g., to go jogging), it's convenient to have something on my body that identifies me (or at least where I'm staying) in case of emergency.

- Since those key-card folders have so much blank space, it would be convenient to summarize some of the features of the hotel there, rather than bury all the good stuff in the info binders in the room. As I'm riding up to my room, it would be good to be able to glance at that folder and at once know things like where the pool, business center, fitness center are and what are the hours; what are the hours the restaurant(s), what is checkout time; etc.

- The checkin kiosk of the future would be fantastic. Some people (like me) are really picky about rooms, but don't want to take the time to talk through every little detail with a checkin person. I'd love a kiosk that allows me to choose my room in relation to elevators, ice machines, fire exits, and also identifies particular features of the rooms.

And William: thank you for ASKING!

[This message has been edited by wesleymouch (edited 03-16-2002).]

Wow William.. I know I have been a bit lax with my compliments lately, but I will remind you that doing business with Starwood is a true PLEASURE!! If only other FF/FG programs treated their members with such respect and interest, we would certainly approach Nirvana...

I agree that the most important issue is speed of check-in (and my pet peeve of "line jumpers"). A dedicated SPG or SPG Elite desk/line would most certainly be wonderful. Even one general check-in line, roped off and kept in order, would be great. I can't tell you the number of times we have arrived at a hotel and there is an SPG sign, just standing somewhere in front of the desk, with no idea whether it is a checkin line or not. We wait next to the sign, and the desk staff will help anyone who comes up directly behind the person they are currently helping without even acknowledging us. This often happens with just general lines as well. How many times have we stood back, trying to form one line, when someone else walks right up to the desk clerk ahead of us? Perhaps a system like the airlines do: A "first Class or Elite" line, roped off, and one roped off general check-in line. If there is a SPG member waiting, the clerk can help them first, if not, help the line in order of arrival, not necessarily in order of when they "walked up behind someone standing at the desk already". Some SPG hotels do this very well already, others are lacking badly! Still others (like the Westin Maui) do this very well at times, and very poorly at others. LOL, poor semantics, but hope you understand!

Some of us DO have difficulty with "asking" for an upgrade at check-in. A little prepared acknowledgement of status, and availability of upgrades without having to ask would be wonderful.. Requests on the reservation should be attended to prior to arrival, once in the reservation, they should not have to be requested again (this doesn't mean that they all have to be met, just acknowledged and checked). Same goes for having to ask for a Plat amenity, it should be offered automatically.

Another pet peeve: Having a front desk that is responsible for everything from check-in to directions to the loo. I hate having someone jump ahead to "just ask a question" (sometimes taking longer than a check-in) and I also hate having to wait in a long check-in line "just to ask a question". During busier times, station someone in front of the desk to answer questions and keep check-in in order!

I like the idea of a "a la Hyatt" phone number to check in ahead of arrival. But since Mr. Fish wouldn't use this much on business travel, we would probably only use it on leisure. My only concern is that any upgrades are assigned prior to call-in, as it could cause chaos in the long run, esp for late-arrival business customers who haven't the time to call in. We probably wouldn't use a check-in kiosk on leisure, as we are curious about the room we are in, and we like to hear a hotel "spiel" from the desk clerk. On the other hand, for business arrivals, this could work quite well.

The little folder with the room number on it is great, as Mr Fish often forgets which room he is in on a particular night!! I guess this comes with different rooms every night! Sometimes a small hotel map or guide is truly needed there too!

Two recent check-ins that stand out in my mind as exceptional were the W Times Square and the Sheraton Atlantic City. Neither check-ins were busy, so lines/waits were not an issue. Both check-ins recognized Mr. Fish's status, offered pre-assigned upgrades, and attended to requests prior to arrival. Most exceptional was the courtesy and efficiency we received from valet parking to check-in. It is ALWAYS noticed and appreciated, even if not always acknowledged!!

The Westin Maui stands out as one of the worst experiences, along with one of the best. On one check-in, there was a dedicated, staffed SPG line, pre-assigned upgrade, amenity, etc. Yet, checkout at same hotel was awful (as was another check-in earlier in time), no single line, no acknowledgement to people waiting, etc. We finally just left without checking out in order to catch our plane (auto checkout was broken). The Sheraton Virginia Beach was terrible as well (one of those situations where we waited while at least 6 people jumped up ahead of us straight to the desk). Add to this that when asked about an upgrade, the desk clerk was hesitant to do anything at all, and we called for two days at least 3 times about a Plat amenity and a TV remote that was missing from the room. Just awful.


Thanks again Starwood and William for being considerate of your guests!!!!! It is appreciated more than you know!

Robin

William,
I am extremely impressed with the level of service at both St Regis, and W properties. As a gold member, I do appreciate having my room upgraded at check in, and how at these two properties the front desk usually has your card ready and just requires a credit card to check in.

It would be nice if the front desk would *always* tell you if your room has been upgraded.

Continental breakfast for full rack rates for your gold and plat members would be greatly appreciated. Keep up with the great seavice!!!

William,

Thanks for asking! My $0.02:
Add a spot on the reservations page that asks you to speculate your arrival time. Someimes I show up at the hotel very early and want to store my bags if a room is not available. This wouldn't need to be used by everyone but hotels may find this info helpful.

The BWI Sheraton does what some have asked with regard to the shuttle driver calling ahead and announcing your arrival. That hotel is first rate (I emailed the mgr, who had his card with email address provided on check in, to tell him how impressed I was).

I'll 2nd, 3rd, 6th, or what ever the idea that our SPG card be upgraded to use more as a key or other helpful device.

A refreshing comment today at the Westin Portland ... "Welcome Back, Mr. Eastbay..." - this hotel I have not stayed at for almost 2 years and maybe only 3 times total. I've stayed at places between 10 to 20 times that don't acknowledge that Ive been there before.

Ditto what everyone else has said about being welcomed back when you are a regular customer at a particular property. I first earned Platinum almost exclusively on stays at the Westin Long Beach, and they treated me like a Platinum even before I became one because I was there almost every week. Even when I didn't stay there for almost a year, when I came back, I heard "Welcome back."

That said, at a variety of properties, I almost always have problems with the preferences that are in my profile re: newspapers, room location, etc. Especially the newspaper! Even when I confirm it on check-in, I'll often wake up the next morning and find a USA Today instead of my preferred WSJ.

Smiles, attention, competence go a long way. I should never feel like I'm interrupting or burdening the front desk staff by being there (but I have felt that way).

When I check in fairly late in the evening, I like being asked about the next morning's wake-up call when I check in. It's one less thing I have to deal with.

Maybe I've gotten more tolerant as I've gotten older, but all of the really bad check-in experiences I can remember happened 10 or 20 years ago. At the two chains where I currently have status, check-in is almost invariably quick and pleasant. Both recent cases involving billing problems happened at the other chain. I can't remember the last time I had any trouble getting the rate that I reserved (at either chain). At certain other chains, particularly in Europe, there seems to be a lack of understanding that a confirmed reservation at a particular rate involves a committment on the part of the hotel. A positive mention at the time of check-in about upgrade status would be nice.. it happens sometimes, but not consistently. Personally, I would just as soon that this information not include my status... just "We've upgraded you to the Governor's Suite" would be nice. (I've been in a couple of Governor's Suites, and they're always nice http://www.flyertalk.com/forum/wink.gif) However, I understand the mention of status is a useful marketing technique for the program (so the next guest in line asks "Molybdenum? How do I get that?")

By and large, William, your properties do just fine, IMHO. (Although I do tend to stay in smaller ones, and often check in late at night, when it isn't busy. http://www.flyertalk.com/forum/smile.gif)

Willian,
First, it's a real pleasure to have you actively involved in this board. I wish that my friends at United Airlines would do the same.

You've had a lot of advice here and I can't add much more. I would, however, really prefer to have a copy of the *local* newspaper instead of the USA Today or the Wall Street Journal. I really enjoy getting a local perspective from a local newspaper, including ads for local restaurants and entertainment. For me at least, getting a WSJ or USA Today makes every town seem the same.

My biggest frustration with Westin hotels right now is the incredibly poor modem speed I get because of multiplexed lines (19.2 Kbps) at an exhorbitant 10 cents per minute charge. I sense that Westin doesn't cater well to the "connected" business traveler. Maybe that's by choice...

I agree with the above posts about hotels that already have your keys waiting for you - that kinda destroys any discussion of room upgrades.

Regardless of whether or not the room has already been assigned and keys keyed, I'd like to have a discussion about the room. We can always talk about high versus low floor, view versus bigger or quieter room, upgrade availability, etc.

I hate going to a hotel where they quickly send you up to your room just to find out it has a great view but is the size of a closet, has the wrong number of beds, etc.

One of my better checkin experiences was at the Kahala Mandarin Oriental. Aside from the numerous pleasentries, the woman who checked us in offered us a few different room options. Since we had never stayed there and didn't know what to take, she took us to see each of the different rooms available so we could make the best choice.

I've also done this at the Intercontinental on Central Park South. The choice there was a park view room or a Jr. suite. Park view sounded like the one, but I wanted to compare. They took me up and the park view room had a great view, but was completely unimpressive. The suite, on the other hand, was probably in the 700-800 sq. ft. range and had a really nice terrace with a partial park view.

This is my biggest fear with the kiosk - no dicussion of the room. Maybe it gave you options with a detailed description (not those crappy descriptions you get on the web site) and a floorplan or realitic photo, I'd be more interested in it. Then again, it's tough to sweet talk a machine.

d

One more thought... When I arrive somewhere late (ie, AFTER the guarantee time when I'm going to be charged for the room no matter what) I want to arrive in an already-turned-down room with my bit-o-chocolate on the pillow.

To me, the most important part of check-in is the speed. I don't like to wait too long, as I usually have just arrived from a lengthy international flight and just want to get to my room and unwind.

The San Cristobal Towers in Santiago does a very good job, as does the Sheraton Montevideo -- I'm always greeted by name and they always have my paperwork/key/etc. in order.

I am usually unhappy with the check-in at the Sheraton Rio Hotel & Towers. There is a SPG check-in line, but it is never staffed. I have tried to use it a couple of times, but end up being ignored (by both on-duty clerks), which makes me feel like a dope.

The worst check in experience I have in Rio (TWICE so far) is when I wait on line in the main lobby, the clerk checks the computer, and informs me that I've been upgraded to a Towers room and have to go downstairs to the 4th floor because the Towers has a separate check-in! I wish there was a way of knowing ahead of time that I have a Towers room so I can just go directly to the 4th floor. Even better -- couldn't there be a way to be checked in by the people in the main lobby?

Sorry for the venting, but in answer to your question, I feel that speed of the check-in process is imperative and being recognized/addressed by name/status is an added plus.

Honestly, I'm pretty okay with how the check in process is these days. Ideally, though, I'd like to see a special Platinum SPG check in line. And I get frustrated when I'm received by an agent who knows less than I do, but I never walk away until I'm comfortable with the transaction, be it regarding an upgrade or rate or anything else.

Okay, so leave it as is, just make all the agents pleasant and smart. Good luck.

In tune with what many have said, I would first like to know that they acknowledge my Platinum status and inform me if there was an upgrade available and if I received one or not. I would like to receive the Platinum amenity without asking. I would say that this does happen the majority of the time.

I would also like to know if there is a club lounge and if I do have access to it such as with a special elevator key.

A separate check in line for Platinum and Golds would be a nice change as well especially at certain hotels where the line can be long.

Thank you for asking, William.

My DOs AND DON'Ts:

1. DO NOT put up a Starwood sign indicating a check in place if you are not going to service it. This essentially tells SPG to wait here until we have served everyone else, then and only then, will we get to you.

I'm not saying you have to staff it 24/7, but if someone walks up to it, staff, if they are currently helping someone else, should look up at the SPG, make eye contact, and tell them they will assist them next. This will also inform the people standing in the other line what is about to happen (assuming they have the slightest amount of intellect, but since they are standing in the non-SPG line, they must not be willing to take advantage of the world's greatest hotel program, so perhaps they are not intelligent).

2. DO NOT have my key ready UNLESS you have already upgraded me to the best available room (assuming I'm a Plat).

3. DO acknowledge I have been there before (assuming I have).

4. DO tell me you already have my SPG number (assuming you do).

5. DO NOT make me ask for the Platinum Amenity Choice Card (yes, of course, assuming I am a Plat).

6. DO allow me to request late check out at time of check in (assuming I want to check out late). So many properties make you call back the morning of your departure. Doesn't create a lot of confidence that you will, in fact, be able to check out late.

Someone above was talking about check in at the Westin Maui. Not a gripe, complaint or anything, I'm just wandering if I am the only person with this problem; but because of the waterfall behind you there, I can't hear a single thing the desk clerks are saying!

William,

First, first thank you for asking. Some amazing ideas above me. My ideas and thoughts--

1) A check in Kiosk (much like an ATM)-- fully automated. The kiosk should use my SPG Plat card. It should show me ALL available rooms in map format and ask me which one I want (this way I not just know if I got an upgrade but I can see a room map). Then it should ask me what plat amenity I want, then any other questions.

2) A fully staffed and informed SPG line and enforce it as SPG first.

3) At person to person check in-- the front desk person should ask me what room I want and assure me that they have looked for my upgrade (without prompting). They should have photos of the room types with photos of the key attributes then let us select what we want. Think of the car rental counter (when we go there) and the "picture board" they have. This way we can decide if view, size, placement, finishes are the upgrade we want. If we have stayed there before know in what room and if available offer that exact room ("Mr xxx would you like the exact room you had last time? How about the same type?")

4) Take a page from Hyatt and have early checkin by telephone with room selection. Then you just arrive and get your keys

5) Have a deskless checkin system for SPG Plats-- e.g. you know we are coming, have all our info, pre-register us and meet us as we come thru the lobby. This means that you need your doorman to identify the customer and pass it to front desk staff. To see this in action go check out the Park Hyatt in Chicago. Saves incredible time and makes you want to only stay there.

6) Have front desk, Walk your plats to the room. Some luxury collection hotels already do this. This saves tons of time if the room is not right (about 10% of the time) and also makes us feel special.

7) Use our name and thank us for the business. (probably already part of most hotels but it does not happen all the time)

8) Get your staff to execute on your existing policies 100% of the time (or as close to that as is reasonable). Training of the people is always the challenge. However it is often that we know more than the staff about policies and the hotel itself.

Perfect Check-in.

I only have one complaint about the current check-in process and that is that (most) of the front desk staff are poorly educated with regard to the SPG program.

-Right now they simply run my credit card and hand me my key (PLAT) so that's pretty good and very fast.
-Front desk staff that understand the SPG program (know the rules, understand upgrades)
-The best room available (including suites) at check-in. I hate being told there are no suites and yet when calling reservations from my room they have lots of suites available. Just give me the best room availabe based on my status.
-Guest Profile-What's the point of filling out the profile when it is NEVER followed. If there is going to be a guest profile (type of pillow, type of newpaper, floor location) that would be great but only if someone at the hotel actually reads it before you check-in.

Bigshaker

William,

I can see most properties have a problem to staff the plat line 24/7. also, if there is a long line at regular check-in, people might exchanged bad looks if the only front desk person stops serving the long waiting line and cares for the plat member.
solution, seen at the le meridien in rio: instead of a check-in-line for elite members, they had an extra room next to the check-in-counter which had a sign at the door "carte noir check-in". in this room, there was nobody waiting for me, but when I entered, some bell rang somewhere and alerted them that someone would be waiting there for check-in. the room had nice sofas, canapees, drinks and newspapers, like a mini-airline-lounge. cost: close to nothing.
for the check-in-procedure (staff arrived after about five minutes), we sat together at a table to fill out the necessary forms which had a much more personal touch than standing on a counter.
i found this a VERY nice check-in experience (of course i also received an upgrade http://www.flyertalk.com/forum/smile.gif )

Mr Fish and I had an expanded discussion on this "check-in" subject (after my previous post).. He had a few additional suggestions:

First, upon a late checkin, he finds it very convenient when the desk agent asks about a wake up call. As stated above "It's one less thing to do"..

Second: On the key holder issue - It should be no larger than the key, so that it can be placed in his wallet easily. And, he added, it is extremely convenient to have the hotel's name, address, and phone on it. I understand this info in addition to room number presents a security problem, but Mr Fish is often in different hotels for many nights in a row. After a business dinner, he often cannot remember exactly what hotel he needs to return to! He finds it very convenient to hand the key holder to a cab driver to get "home"!!! In countries where English is not as widely spoken, I have often been given a "taxi card" with directions to the hotel to hand to the driver. Perhaps something similar?

His pet peeve, although it has nothing to do with check-in, is a room without enough power outlets!! LOL, I guess we'll save that discussion for another time...

Robin

Mr. Lurker, the wife is the traveller and she just reminded me of those obnoxious sales pitches at the time share properties (Cabo). Not a good experience!!

[This message has been edited by ckinsey (edited 03-17-2002).]

A great one is where you feel you have come home. (Pretty sad on the guest since it means s/he has stayed in a hotel too much.)

A great one is the staff sees you coming and by the time you reach the front desk, you are already checked in.

I had a lot of problems at thw Warsaw Sheraton the first two times I stayed there. By the third time, they knew me and that was what happened :-) or :-(

Steven

We had a wonderful check-in a couple weeks ago at the Sheraton Tokyo Bay. Everything was ready and waiting for us when we arrived at the separate Starwood check-in desk, including our upgrade to the club level (as a Gold) and a packet of "Information for English Speakers". The agent checked us in and then personally escorted us to our room, pointing out various aspects of the hotel along the way.

This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.

As others have pointed out, a separate check-in and recognition of our Starwood loyalty (whether an up-grade is available or not) is very important in setting the tone for a pleasant stay. When an upgrade is not available it is nice to be given that information, rather than wonder if we were just overlooked.

Even before arriving at a Starwood hotel for check-in, I would like information about the availability of a courtesy airport shuttle when I'm flying in and the cost of self- and valet parking when I'm driving. Shuttle availability/hours and parking information, with current pricing, should be on the web site. The room rate is easy to find but the incidental charges are no where to be found.

During check-in, I don't want to stand around while the CSR is answering telephones.
But, at check-in, I would like to be advised (verbally or on a card) about phone charges and have a list of the toll-free local telephone prefixes readily available. Finding a toll-free phone number to check e-mail is a real challenge. The Sheraton ONT (one of my favorites) has such a card right by each phone.

I'd like to be told the hours of the Club Level lounge, when is it open, when breakfast and snacks are available, and whether I have 24-hour access with my room key to complimentary soft drinks from the Club Level refrigerator (like I do at the Sheraton ONT).

Finally, I'd like to be able to check into Starwood properties in Nevada. How about a Four Points and a Sheraton in Reno?

------------------
Biggest Little 1K (in The Biggest Little City) In The World

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Nightflyer:
We had a wonderful check-in a couple weeks ago at the Sheraton Tokyo Bay. Everything was ready and waiting for us when we arrived at the separate Starwood check-in desk, including our upgrade to the club level (as a Gold) and a packet of "Information for English Speakers". The agent checked us in and then personally escorted us to our room, pointing out various aspects of the hotel along the way.

This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.</font>

I agree Nightflyer, and I should have included it above. We had a tremendous experience at this hotel last May; they made us feel very comfortable instantly upon arrival.. We were upgraded to our first "true suite" here as Plat on leisure (after a couple years) without asking. On the "walk to the room" my curiosity got the best of me, and I asked if I could see a Japanese style room (it's the Travel Agent in me). We were immediately diverted to see one, with the option of seeing more.. During our entire, short stay, I felt truly appreciated, esp as American tourists on a rushed weekend trip.. They truly bent over backwards for us with a smile!

Robin

These are all terrific suggestions. Please be assured that the right people are seeing them and please continue to offer more as you think of them.

Best regards,

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

guest.forum@starwoodhotels.com

i stayed at the orlando safari this weekend. there was an extremely long line on saturday morning.

then, a flight crew cut in front of the entire line (just walked to the front) and a front office clerk just started helping them. is this normal?

i know they just worked a shift, but how do they know there wasn't anyone else on the line that also hadn't just worked a shift?

is this normal front desk protocol?

I'm sure every couple of days I will think of something new... Contrary to what a few others have said, I think the human contact at checkin is good, and wouldn't want to use a machine. I also don't like waiting while an agent is on the phone, but its a "tough call" at an understaffed hotel, because I've also been the one calling down from the room and put on hold for way too long for a simple question.

When I am checking in, the phone at the front desk rings, and if the person at the front desk is working alone, (s)he will often take the calls and interrupt the service that I am waiting for.

That's very rude and I think those calls should be routed to the Operator. Don't keep interrupting my checkin process - or at least tell the guest to hold on so that he can finish up with me.

The most perfect check-in experience was at the Westin Chosun in Seoul. It happened when I was Gold and Plat, and not just once:
I got picked up from the airport with a limousine (was included in my room rate), and shortly before arriving at the hotel, the driver calls and informs the front desk.
The car stops in front of the hotel, the bellboy opens the car door, greets me by name, takes my luggage out of the car.
As I enter the lobby, hotel staff smile and greet me by name. A lady walks up to me, greets me with my room key in a neat folder in her hand and brings me straight up to my room. The room is a suite, and has the Plat amenity waiting for me. She wishes me a pleasant stay. Two minutes later my luggage arrives in my room. WOW!!! This really left me speechless...!!
Of course, this will only work when you inform the hotel of your arrival time and not too many Plats arrive at the same time.
I fully understand that this is not possible every time, but at least they made an effort. If they can't bring me to my room or don't have an upgrade, a few words to explain or apologize will be fine.
It's amazing how good Starwood is in terms of service, compared to some other hotels that make you feel like you're a nuisance rather than someone who brings them business.

I'll try to add to the previous comments:

1. Speed at check-in is important (even more so at major hub cities like London, New York etc.) Sometimes I'd love to check-in via the web prior to arriving at the hotel, just an idea.

2. Technology for the SPG card and/or mobile phones as a choice for the guest to use. Somewhere I read an article about British Airways invetigating the use of cell phones as an alternative for paper boarding passes. Most of the important check-in related info. is already stored

3. A dedicated service line - it is a real drag to wait after a long flight with lots of delays.

4. Perhaps a refreshing (doesn't need to expensive) snack. As an example, I had a nice fruit basket in London Heathrow recently. That really hit the spot!

5. All the other stuff about upgrades and other benefits that the rest of the folks have mentioned.

6. William - the SPG innovation is always great to see --- keep up the great work.

I think it would be great if the clerk immediately acknowledged one's status and the attempt to upgrade them, whether successful or not, without having to be asked whether the status is reflected in the computer, and whether or not an upgrade is possible.

It id always great also when a bellperson acknolwedges if someone wants help with bags, but is not voerly pushy about taking my one garment bag or laptop if travelling alone. I have encountered the no help at some properties where I clearly needed it, but an insistence on help at other properties where I needed none. Subtle difference, but a pleasant an quick offer of help should always immediately be given, but not forced upon guests.

It would be cool if I could use my SPG card or my credit card as my room key. I can't remember if they have mag stripes though....

One less thing to lose during checkin.

I agree with all of you about importance of speed and not having to ask about upgrades, amenities, etc. But using mobile phone for check-in would be no-use for me (and many other people, I think). My mobile phone is not at all valid in the US, and even if it would be (or at other european countries where I can use it) any call from it would be rated as an international (long distance) call.
About using the Starwood card as romm key...I haven't received any Starwood card yet (having asked for it about three times), and for what I've read in other threads, that's not an unusual situation! Besides that, even if you have a Starwood card, it may be an easy thing to forget at home.

I also think human contact is good and important (although being myself a shy guy). In fact, probably the most important thing is staffing the right people at the check-in desk. Most times is just the person who makes the difference.
Recently I spent a night at the Sheraton Sta. Maria del Paular, in Rascafria (near Madrid, in Spain). The man at the front desk received me with a great smile "Welcome, Mr. Briones. It's nice to see you have arrived quite earlier than announced (I had told I was expecting to arrive late at night and I did at 6 pm). We have taken notice of your need for a late check-out, and we have also upgraded you to a nice, quiet and larger Deluxe room overlooking the garden. I see you don't have breakfast included in your rate...but we'll include it free for you, anyway. We like doing it every time we are able to. I hope you'll like your stay with us" That's a great welcome, and I would have missed it if I'd found my name and room number in a panel (or in any other mechanical way), and just would have gone upstairs with the Starwood card as room key!

Please, don't forget that is people, and only people, who can smile to you and make you feel as an important valued guest.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by juanvaldez:
It would be cool if I could use my SPG card or my credit card as my room key. I can't remember if they have mag stripes though....

One less thing to lose during checkin.</font>


The doors wipe the cards clean all the time. I would not be pleased if my AMEX card was wiped clean


[This message has been edited by slawecki (edited 03-20-2002).]

I usually stay in premium hotels in Europe. The check in service is outstanding.

I am almost always taken to the room by one of the check in staff, and shown around the room. Sometimes I am given a choice of 2 or 3 rooms. The person explains the hotel, services, area, transportation, etc. and usually spend 5-10 minutes with me. This also happens in hotels other than Starwood.

Am I supposed to tip this person? This person is not the luggage person.

1.) I've been lucky with check-in and out lines (usually &lt;5 minute waits), but a dedicated line, a la 1st class lines at airlines, would be nice, because I, too, often see a little SPG sign off to the side, and am unsure whether that indicates an SPG line or is just a sign letting me know that the hotel participates in SPG.

2.) Things I like: acknowledgement of status, question about amenity choice, confirmation of room type, location, and whether an upgrade was possible or not. Having an envelope w/ key and/or welcome letter in my room is nice, because it indicates that the hotel was expecting my visit. Since many of the hotels I stay in have cancellation policies of one or two days before, by the time check-in rolls around I've already committed to staying there (or paying for a no-show), so the hotel should have time to prepare for my arrival.

3.) Also- I'm not sure if this is a check-in thing or not, but I've always been unclear about how late check-out for golds and plats is supposed to happen- is it supposed to be automatic? Is it supposed to be requested at check-in? Is 4pm the starting point, to be negotiated down to 2 or 3 by front desk staff who have no idea what I'm talking about? You see my point....



[This message has been edited by landspeed (edited 03-20-2002).]

oops- meant to edit, not quote myself!

[This message has been edited by landspeed (edited 03-20-2002).]

landspeed, you can request a 4 PM check-out upon arrival. It is not a negotiable benefit for Gold or Platinum members unless the hotel is a resort. At resorts, it is subject to availability.

Best regards,

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

guest.forum@starwoodhotels.com

[This message has been edited by Starwood Lurker (edited 03-20-2002).]

I would definitely suggest you pass along that education to your hotels since I've yet to stay at one hotel who didn't make a big fuss over a late checkout, even though I'm Platinum...

They can fuss all they want, but if they deny it and the property is not a resort, you need to let me know immediately.

Best regards,

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

guest.forum@starwoodhotels.com

It happens more often than not. The typical response when I ask for a late checkout as an SPG elite member is :

Check-out time is noon, sir. If you would like to stay longer, it will be a charge for an extra night.

Upon arguing the point, generally I get an hour or two.

This is a problem at more hotels than not.

To me check-in isn't a big deal, unless you are staying at a circus environment hotel like Caesers. I really just want them to be friendly, acknowledge that I am a Platinum and upgrade me to the best room that they can (and not be deceitful about it or pretend they don't know I'm Platinum), tell me anything specific about the hotel I need to know, and lastly act like I am a valued guest.

If it is a circus hotel (meaning a ton of people) then I would like a shorter line with a brief wait for those with status.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BoSoxFan45:
Check-out time is noon, sir. If you would like to stay longer, it will be a charge for an extra night.

Upon arguing the point, generally I get an hour or two.

This is a problem at more hotels than not. </font>

Often I'll be offered an hour, maybe two
tops, and that's as far as they will go
without me pulling out printed copy of
Platinum benefits and/or asking for a
manager.

I'm going to test my "worst" experience on
this front next week: The W San Francisco.
Last year, they refused me anything beyond
their regular checkout time (William, this
is the trouble you helped me with from last
June). Let's see if I have better luck
this time.

Now, my suggestions for a better check-in
in general:
(1) Use everything in our SPG profile (non
smoking, etc.), *incuding* whether we
want to automatically request a late
check out (not in profile today, but
maybe it should be).

(2) Guarantee worldwide that we get the
room we reserved. I have reserved king
bed rooms when my wife will be traveling
with me many, many times only to have
the hotel tell me "We're sorry, we
do not have any kings available...how
about two doubles?" In my book, a
confirmed reservation means Starwood
has confirmed *everything* in my
reservation, including bed choice,
smoking choice, etc. I have had no
end of trouble with this, and subsequent
room change requests, etc.

-b-

[This message has been edited by elnor (edited 03-20-2002).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Starwood Lurker:
landspeed, you can request a 4 PM check-out upon arrival. It is not a negotiable benefit for Gold or Platinum members unless the hotel is a resort. At resorts, it is subject to availability.
[This message has been edited by Starwood Lurker (edited 03-20-2002).]</font>

Thanks, William, for your reply (and confirmation!). The wording is very black and white, but I've found the level of awareness of this benefit is minimal (and I see others have, too). I'm happy to report that the W LA offered 4p.m. checkout this past weekend without negotiation or comment, while a stay last summer was one of the offenders (where the cast member seemed pained to offer 2 p.m.)

Sorry if I should have put it in another thread, but I really did want to know if I am supposed to ask at check in, because I often feel like I'm doing something wrong by requesting it later (as a courtesy, I avoid ringing the front desk at 11:59a.m, but I occassionally request it the a.m. of my departure).

Also, being asked at check-in ("Will you be requiring a late check-out tomorrow?") would be a subtle way for the hotel to plan for housekeeping, scheduling the room for the next guest's arrival, etc. If I have a flight or meeting the next day, the answer is no, but when I'm staying in town or have a late flight, late check out is one of my favorite benefits!

Thanks again.


[This message has been edited by landspeed (edited 03-20-2002).]

Wouldn't it be simpler if we AUTOMATICALLY got a late check-out and were reminded of it at check-in. If we leave early, what's the hotel's damage?

One comment about the 4 p.m. checkout: how about just assuming it for elite members?

I often forget to mention it.

Also had several cases where I have mentioned it and they haven't noted it.

Recently at the Westin Waltham, someone walked into my room a few minutes before noon without knocking, despite having requested the 4p.m.

Well...someone getting into the room, or just a knock at the door or a phone call asking if you are checking-out that day and a t what time seems to be quite usual...and, at least for me, quite annoying (when I have a NOT DISTURB sign in my door, I actually don't want anyone knocking at the door or calling to ask things like that when the late check-out was already stated at check-in!)

Yes, the 4 PM thing is a big issue. I have asked at checkin when I think I may need it and almost without exception been told I would have to ask on the day of departure. Over 1/2 my stays are only overnight. I think that would be an EXCELLENT part of the checkin process. Now, I can understand why hotels do not want to block rooms until 4pm for every Plat (when many of the rooms will be vacated at 7 or 8 AM), and I always ask only for what I need - ie, if I know I need to leave by 2, I won't ask for 4PM. I have been flatly refused a late checkout. I have also had hotels tell me when calling down "oh Mr. Eastbay you can leave at 4PM if you like, you don't even need to call us".

I'm a new starwood customer and had my first stay at a Four Points at the weekend in Rome, Italy.

At first let me say that I'm really impressed on the worth of my money there. 100 € and the comped gold status got me a junior suite with breakfast. The restaurant was really good and a dinner for two with drinks was about 50 €. 1.50 bought a 0,5l mineral water out of the mini-bar. You can be shure that I'll stay at Starwood Hotels wherever available from now on. And thanks starwood lurker for your great job here!!!

But back to the topic. Compared with other hotels the checkin took a little bit long: I was asked for my credit card and my passport and also for the passport of my wife (!). The data out of the passports was added into the PC, the credit card swiped. That took some minutes. Than I got a registration form and had to put in all that data again manually. All this data (without the issuing authority and data of my passport) would have been available through my reservation data/SPG data.

Even at HI my PC membership normally gets a real fast checkin: Show the card, get the prepared envelope with the room key and sign the prepared registration form. That's it. As you never get an upgrade there and status means near to nothing to the local hotel that's a good way for a fast checkin.

A fast and hassle free checkin is very important. And so I really like the idea of the checkin-kiosk mentioned above. Such a kiosk to be used by the SPG card and the credit card that is in the reservation would be used by many frequent travellers knowing such ATM's from the airports. And you have always the choice to go to the counter if you prefer. A key feature would have to be the possibility of self-choosing a room out of a detailled map with good descriptions of the rooms, bedding, view and so on. As the kiosk would 'know' all the rules, I think I would use it even if there is no line at the counter.

This choice of available rooms should also be possible on every checkin at the front desk. It would be a HUGE plus for me to have that choice and I would even pay for some addtl. benefits offered if I'm in the mood for that at the time. Somewhat like: "We can offer you as a Gold preferred customer an upgrade into a deluxe room out of the following choice of rooms. However we have some suites available for a special upgrade price of xxx €. Your booking does not include breakfast but if you decide now we can offer you vouchers for xx € each" and so on.

Also important to me is the late checkout option. I don't have experience here but at other hotels this was always a hassle and long discussion for every addtl. hour even if offered for preferred guests. Seems that the hotels really don't like that... 4 p.m. is a really good offer and a high value for me. But not if I have to discuss for it too much. If this could be arranged at checkin it would be very nice.

Another very important topic for me and not discussed here yet: the checkout is sometimes a real pain. You want to get to the airport in time, get down to the front desk a and see long lines... But I don't like to just drop my keys and use express checkout. I want to see my final invoice before paying and I want it as a printout to take with me.
If this could also be offered by the kiosk it would be great. There has to be the ability to add recent mini-bar and to pay for parking too.

It would really be great to find some of our wishes to be seen and considered. It's really a pain to see that so much companies don't show the slightest interest for their customers wishes (like nearly all of the airlines). And what a difference Mr. starwood lurker here makes!

Can you give us some feedback on possible developments here?

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

Recently at the Westin Waltham, someone walked into my room a few minutes before noon without knocking, despite having requested the 4p.m.</font>


On checkout days I always double-lock the door and put out the do not disturb sign if I'm in the room anytime after 10 AM. I've had this happen as well.

After further thought - Forgetting SPG card or being concerned over losing it may be a problem.

How about using the electronic number keypads on the door rather than the swipe card type and the reservation confirmation would enclude your pass number for that stay.

If I wanted or needed a front desk stop I would still have that option but if late night/ bad day could just head to my room.

There are many time that I would use this service - especially at frequently visited locations. At resorts I would want full service check-in.

Apparently, I'm one of the lucky ones. The only waits I can remember to check-in is at the Westin/Copley in Boston (regularly) and once at the Westin Horton Plaza. Other than that, I can't remember seeing a line anywhere.

Obviously, especially after reading this thread, lines happen. I would consider this dreadful after flying 24 hours. A Gold/Plat check-in line should always be available in these situations. However, I really have to stress than in my hundreds of check-ins, lines are extremely rare for me. As a side note, this may be because I gravitate towards the higher end properties.

Also rare is the lack of upgrading. It used to happen sometimes on the old website because my status didn’t always show up. Now with the new login procedure the system is batting 100% for me. But again, reading this thread it appears to sometimes be a problem and I wouldn’t like to have to ask either when checking in..

Also, I REALLY like the idea of e-mail invoicing. What gets slipped under the door (usually only happens domestically) never matches my actual charges since I get room service coffee and may make a few calls before leaving. I hate stopping to check out (and rarely do) but sometimes I may need the exact bill. For this to really work effectively it would have to be implemented 100% across the chain so we could expect the bill without having to check.

In the future, an ideal check-in would have this OPTION:

A check-in kiosk that you can type a name and password into (stored credit card info in profile) that then spits out your room key, gives you choices for different rooms if you don't like what was assigned (some form of assistance by phone if necessary) and off you go.

It has to be a check-in Kiosk that shows different room availability in real time. No lying desk clerks who refuse to aknowledge any Platinum benefits. Pick your room, it spits out a key and away you go.
Touch screen can provide your choice of ammenities, and check-out could be as simple as reinserting your key and a bill prints out.

My biggest complaints are that it takes a long time to get checked in, often the rooms aren't preblocked or keyed, and hotels lie about upgrade possibilities.

Have the Asian hotels (Japan in particular) been "re-educated" as to the correct Starwood rules yet? BTW no one at the Kobe Sheraton ever contacted me regarding the e-mail I forwarded to you a while back.

I stayed at a Candlewood Suites once and they had an interesting late-night check it. There are a bunch of little "safes", like Post Office boxes. When you arrive, you enter your name into a little keypad and your "safe" opens w/ room key etc...

it was late so that front desk was "unmanned." I can't remember the specifics of how this operated exactly, but it is similar to what I've described...

no reason to think that something like this couldn't be done by swiping a SPG card w/ a magnetic strip.

I like the idea of being able to bypass the check-in desk, and using your credit card as your key to the room. As part of your reservation, the hotel has the billing credit card in its computer, so that it should be possible to program the door to allow initial access with the credit card on file. Once in the room, there will be a few more keys on the desk to use for future access, and to give to those staying in the room with you.

On the way to the hotel, you can call an automated 1-800 number to check-in and get your room number. Or, there will be a phone/hotline or kiosk in the lobby that you can use for checking in.

I would think that existing door locks are capable of reading credit card mag stripes, so this is all feasible without overhauling the access systems.

I have only seen this at a Holiday Inn but attached to your paper key wallet, a little tear off attachment with your room number so that you can keep it in your wallet while visiting the area. Also, the email folio is a great idea.

1 - Acknowledgement of status, even of no upgrade is available.

2 - E-mail of statement upon check-out.

3 - Clear desctiption of room type (W told me I had a "Spectacular" room...what the heck is that compared to others?

4 - Desk rep to explain the basics (rate, special requests, etc.) not just swipe card and hand you a key.

5 - Actual use of the profile info I have set-up on the website, including the desk seeing that I am gold. Not having to TELL them.

Keep up the good work....Starwood is really improving!

William, kudos for Starwood's interest in our ideas! My ideal C/I would combine the "advance notice" web/email itinerary facilities of a major airline like UA with the possibility of front desk bypass. That would give us Platinums advance knowledge of room blocked, u/g status, etc. and rate verification; and, if we were satisfied with that, we could reply by email and have a quicker c/i when we arrive.
Here's how it would work. Since many prop's. seem to block Plat's a day before, we could be emailed late the night before or early the am of our stay date, a verification of our res., rate, smoking status, bed type and actual room assignment with brief description: i.e., a corner room on a high, SPG preferred/club floor/ 1 bedroom suite/etc. --- possibly with an HTML diagram of the floor so we could see the layout. We could reply with "Thanks, see you later" or a counter-suggestion for room assignment. This would give us the best of what most like: the most input to our room assignment and the speed benefits whenever the property has done a good job of meeting our expectations. As it is now, almost all the C/I time I spend when I get to the desk involves negotiating/begging for the U/G that goes with SPG Plat status when it wasn't provided in advance. Also I find that too many properties don't even READ their emails sent in advance.
For your larger properties, the physical C/I layout at the Westin Seattle is best: a separate C/I room for eltes. As has been pointed out by many, just having the gold sign slapped on the desk doesn't do it.
Finally, though not strictly a c/i item, I support strongly the poster who urged uniform rate cards right next to the main telephone in each guestroom. I'm amazed at how much "hiding the ball" and variants go on with telephone rates at almost every property. Uniform, clear disclosure would go a long way to correcting this unfortunate image that is being created. Thanks also, William, for being here!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by thezipper:
Have the Asian hotels (Japan in particular) been "re-educated" as to the correct Starwood rules yet? BTW no one at the Kobe Sheraton ever contacted me regarding the e-mail I forwarded to you a while back.</font>

All divisions who have hotels that participate in the Starwood Preferred Guest program are aware of the Terms and Conditions and the hotels are frequently reminded of any lapses in service that are forwarded to the hotel coordinators.

thezipper, if I told you that you would be hearing from the Kobe Sheraton Hotel, please re-send the email to me so I can follow-up.

Best regards,

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

guest.forum@starwoodhotels.com

My company requires a "zero balance" receipt for me to be reimbursed. Marriott does something really clever to facilitate this at virtually all of their locations: the "under the door" version of the folio shows a credit for an item "TO BE APPLIED TO AMERICAN EXPRESS" (or whatever my express checkout card WOULD be) in the amount of my charges to that time, and a 0 balance. They seem to do this for all of their customers without asking, and it's a big help -- because I can use video checkout without waiting at the desk for a printout. Probably a programming hassle, but this would be convenient.

I just completed a stay at the Sheraton Manhattan (not as bad as I expected after some of the posts on FT...) and was AMAZED by the great check-in.

I arrived in the afternoon and went straight to the SPG line -- even though there were 3 staff members and nobody ahead of me. "Eddie" welcomed me by name, thanked my for my loyal patronage, explained that I had been upgraded, told me a bit about the hotel, etc. When I was all checked-in, he called "Joe" the bellhop and said: "This is Mr. Hoya, a platinum guest."

I never had a check-in experience quite as complete as this one and it was great! (I wonder if there are Sheraton Manhattan lurkers... Maybe "Eddie" is a FTer?!)

The Sheraton Eau Claire does a great job especially if you stay often. I am usually greeted by name.Since I depart early AM I must stop by the desk and have a zero balance Bill printed. Our accounting department insists a zero Balance. Are we unique in requiring this? They won't accept the automatic check out.

With regard to the passport checks for both occupants in Rome. Hate to tell you guys, but Italian law requires hotels to examine the passports and record the numbers of EVERY guest. They are routinely inspected and can be in a world of you know what if they cannot produce all the passport numbers for every room sold.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by loved piedmont:
With regard to the passport checks for both occupants in Rome. Hate to tell you guys, but Italian law requires hotels to examine the passports and record the numbers of EVERY guest. They are routinely inspected and can be in a world of you know what if they cannot produce all the passport numbers for every room sold.</font>

I thought they had gotten rid of the gestapo after the war - I guess not. Seriously, in today's climate, we're probably not that far off from such a law in the US. Scary stuff.

William !
I usually get a great room at any Starwood. I love the fact that I can check on the net to see what room I have been given(usually a suite)
There is no other elite program that does that!

I think the queueing is the worst element of checking in for me. Stayed at Biscayne Bay a fortnight ago and, despite the SPG barrier directing me to a section of the check-in counter, the singular member of staff was busy dealing with the array of punters checking in in the non-SPG line.

Eventually sorted though and, considering the category, a v. decent hotel.

Thought an experience last weekend would be a good addition to this message - as in how not to have a check-in go (well, partially).

Sheraton Concord (CA). Don't scream - it went better than usual. (1) The agent was super nice and friendly, and (2) the web rate I got was actually honored by the hotel and the rate the hotel actually had in my reservation.

Here's how checkin went...

As she was checking the computer, I politely asked if a Platinum upgrade had become available - apparently it was no, because she searched to give me a club room. (An upgraded room was not on her own initiative).

She told me the club room was closed on the weekend (which I knew) and I replied asking if the hotel still offered the continental breakfast coupons when the club lounge was closed. She said they did, and wrote out a coupon for me. I then mentioned the reservation was for 2, and she wrote out another one. Would not have received breakfast but for knowing the hotel's policy from prior stays and asking.

Then I asked about the platinum amenity choice. She apologized for not having had offered it, and then gave it to me. Again, I had to ask.

Now, I have to say this was about the most pleasant and accurate checkin that I have had at this property, and the clerk was super nice. But it could have been all so more efficient with a few simple steps.

(1) Pre-stuffed Platinum key packets, even if the room isn't yet assigned. The agent simply opens it and hands you the amenity card and for the "weekend edition" (when the lounge is closed) presents you the breakfast coupon.

(2) The computer screen reminding the agent SPG Plat with a notation to the agent "room already upgr." or "not upgr, please check for one".

Efficient, and no cost to the hotel, and avoids me having to ask for 3 things at checkin, no matter how friendly the agent.

William,
Since it's been a month or so since you started this thread, I'm wondering if you've had a chance to consolidate the data we've fed back to you, and if you're able to let us know the results of your research? Are any of our brilliant ideas http://www.flyertalk.com/forum/wink.gif being taken forward to the *wood gods -- will they be acted upon?

Just wonderin'

These are repeats, but my two biggest problems with check-in are:

1. SPG areas at checkin, but with no staff. This seems to be happening EVERYWHERE these days.

2. Front desk that doesn't pay attention to me when I'm checking in. At the Westin Grand in DC recently, the clerk at the desk stopped in the middle of my transaction to talk with a maintenance guy, then another guest. I finally had to ask him to either finish my checkin or call another agent to do it.

I wholeheartedly agree with the desirability of an automated checkin. I, for one, would certainly use it.

Sorry William, I know these things have been battered to death, but just in case you are keeping totals:

1) Alert us to upgrade ("We have upgraded you to a suite," or "We tried to upgrade you but our suites were all full."). Part of the problem, particularly from reading this thread, is that travelers do not seem to have confidence in the hotels to upgrade us without prompting and frankly, I have had a number of instances where the hotel has been "mistaken" about upgrade availability.

2) Staff the SPG line at check-in. To me, this is not a big deal, but it is a nice extra. Also, this person may be the SPG hotel level "specialist" who can answer questions for customers at the hotel.

3) Proactively offer the amenity (Does anyone not take the points?).

4) For checkout, please make sure the video checkout works. Nine times out of ten, the video checkout on my television does not work.

Sorry to repeat what everyone else has already said, but this will just add a little ammo.

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

With regard to the passport checks for both occupants in Rome. Hate to tell you guys, but Italian law requires hotels to examine the passports and record the numbers of EVERY guest. They are routinely inspected and can be in a world of you know what if they cannot produce all the passport numbers for every room sold.</font>

At the Starwood properties in Italy, this is usually only required on your first stay. The info goes into the computer and is there for all subsequent visits to the same hotel.

Until I understood the law mentioned in the above post, I was very nervous about this drill the first few times (it often entails surrendering your passport for an hour or more). Now that I know the drill, it's no big deal.

I really want to thank everyone for their input on this thread. Oftentimes, Corporate America acts blindly when considering the wishes of the customer. We are trying to change that by asking you what the "hot" buttons are for you on certain issues as our most discerning and valued elite members. Rest assured that the information provided here has been forwarded to the proper departments at Starwood corporate headquarters. I am sure that you will see many of these ideas come to life soon and perhaps even some others further down the road. But, since I'm not really a player in that realm, it would not be appropriate for me to suggest what will be enacted upon or when.

There will be other opportunities for you to provide the voice of the customer on other issues, but feel free to add to this one whenever the moment is appropriate. I'll be sure that your suggestions and ideas are heard as that happens.

Best regards,

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

guest.forum@starwoodhotels.com

Mr Sanders,
I'd like to thank Starwood and you for your great service to FlyerTalkers. Although I've been 1K on United for several years, I've never participated in a hotel frequent stayer program because I was always on long term assignments and stayed in corporate apartments. My travel situation changed this year, though, and I'm now staying in hotels. I decided to go with Starwood after checking out the FlyerTalk boards. It was clear that this board had the most active community, and that your participation on the board indicated that Starwood really cared about great service.

I'll rack up about 200 nights this year at the Westin Grand in D.C.

Sorry I'm weeks late in posting to this thread--
I like the Hyatt advance check-in process where you can call an 800# the morning of your arrival and actually check-in to a room. You give them your credit card info, etc and are assigned an actual room #. Therefore, the upgrade process is taken care of in advance and all the annoying check-in stuff is done prior to your arrival. The only drawback is that if your flight gets screwed up or something changes that day in your travel plans, you've already checked in to the hotel and probably can't cancel the reservation.
Unfortunately, Hyatt already has the phone number 1-800-check-in...

I was wondering how we determine which hotels classify as resorts and which ones don't. Can anyone help?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by GUWonder:
I was wondering how we determine which hotels classify as resorts and which ones don't. Can anyone help?</font>

A call to the Customer Contact Center would solve the mystery. http://www.flyertalk.com/forum/smile.gif

Best regards,

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

guest.forum@starwoodhotels.com

The upgrade policy with *wood is very lacking and is one of the most disappointing aspects of the program. I am also Hilton HHonors Gold member &lt;- just gold and always get the best room in the house. I am a *wood Plat member and have to beg just to be placed on a higher floor. *Wood should allow pre assigned upgrades where you could use a certificate provided after so many nights / stays. No matter if you check in a 9:00am or 9:00pm you don't have to worry about your room being given away and ending up on the first floor.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by calperff:
The upgrade policy with *wood is very lacking and is one of the most disappointing aspects of the program. I am also Hilton HHonors Gold member &lt;- just gold and always get the best room in the house. I am a *wood Plat member and have to beg just to be placed on a higher floor. *Wood should allow pre assigned upgrades where you could use a certificate provided after so many nights / stays. No matter if you check in a 9:00am or 9:00pm you don't have to worry about your room being given away and ending up on the first floor.</font>

I'm diamond with Hilton and have been upgraded only once and that was outside the US!