Starwood Preferred Guest - Quality control at Starwood

William (or anyone else with knowledge of the matter),

Can anyone tell me what kind of "quality control" Starwood has over its properties, and to whom I should complain if I feel a property is substantially below the Starwood standards?

I refer specifically to the Sheraton Chalet West Port (near the St. Louis airport). Not only is the property pretty run down, but, for example, the carpet was well-worn, the bedspread was well-worn, and there were disturbing stains on the shower curtain. (I had a feeling that I was in for disappointment when I saw a sign at the front desk that said the hotel was operated "under license from ITT Sheraton"! It doesn't exactly speak to an attention to detail.)

{edited to correct typo in name of hotel}

[This message has been edited by Adman (edited 04-26-2002).]

the shower heads and water pressure at the Westin in Morristown, NJ is brutal. felt like a frog was spitting on me.

[This message has been edited by fly co to see the yanks (edited 04-23-2002).]

I have stayed at the Sheraton West Point also, not the Chalet but the other one. I would agree. The only good thing was that I used a free weekend to stay there because i was visiting a friend. I would be upset if i paid more than 79.00$ a night for that place

Call Corporate Services. I don't know he number, but William has posted it probably 300 times on this site. Or you could just call SPG and ask to be transferred.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by MereMin:
I have stayed at the Sheraton West Point also</font>

Folks, it's Westport, not West Point... And Starwood does not have a single decent property close to the airport in St. Louis (besides the two mentioned above, there is a Four Points West, formerly known as Harley of St. Louis hotel).

In the downtown area though, new Westin hotel and Sheraton St. Louis City Center are quite good and both are easily reachable from the airport by MetroLink.

I stayed there once and it was an absolute disaster. I wrote a detailed letter to the hotel and never had the courtesy of a reply from the hotel. That was in late 1999. Just thinking about it still makes my blood boil. (I should probably post the letter.)

There is an e-mail link for feedback under the Cutomer Service tab on the *wood website. I used it last month to complain about the Sheraton Hyannis and the message was forwarded to all concerned. As I posted in a message here Sunday night I came across another dirty *wood property over the weekend - Westin Waltham, but in my view if all you are going to get is a few thousand bonus points to pacify you, it is not worthwhile complaining for one property if several others are in the same state. *wood must pay serious attention this problem which I am beginning to believe is systemic. They have to understand that people are not paranoid nor are they making up these stories. It is not funny paying money to fall into someone else's mess.

[This message has been edited by BajanYankee (edited 04-23-2002).]

BoSoxFan45 is right. Contact Corporate Services. You can contact them by calling 1-800-328-6242 if you are in the U.S. or Canada. Outside this area, call the Account Services Center closest to you (the number is on the reverse of your card) and ask to be transferred to Corporate Services. You may also send an e-mail to Corporate Services by accessing whichever branded web site is appropriate and clicking on 'Contact Us'. Your information will be forwarded to them. Please give as many details as possible as well as a way for them to contact you. Letters may be either mailed or faxed to the following address or fax numbers:

Starwood Corporate Services
Post Office Box 141609
Austin, Texas 78714-1609

Fax numbers: 512-835-9374 or 512-835-4417

Best regards,

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

guest.forum@starwoodhotels.com

Thanks, William. I sent an e-mail, and will post the reply here when I get it.

Sorry for the TYPO and calling it West POint instead or Westport, i didnt know typos were such a big deal on here

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by MereMin:
Sorry for the TYPO and calling it West POint instead or Westport, i didnt know typos were such a big deal on here</font>

No big deal, it's just that Westport is the name of a nice neighborhood in St. Louis. It's as if I would call West End in DC West Point... http://www.flyertalk.com/forum/wink.gif

Well, I've now received responses from both corporate and from the hotel. All were vague, of the "we're sorry your experience was unsatisfactory" nature.

When I pointed out to corporate that I didn't want an apology, I wanted someone to ensure that the hotel provided accommodations worthy of the Sheraton name, I got a reply back of the "thank you for bringing this matter to our attention" variety.

In short, corporate passed the buck to the property, who issued a tepid apology. Corporate then issued its own tepid apology when I point out that they didn't really address my concern.

All in all, I'm disappointed that no one truly engaged on the issue. (And, believe me, I'm not that tough of a customer.)

[This message has been edited by Adman (edited 04-26-2002).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Adman:
All in all, I'm disappointed that no one truly engaged on the issue. (And, believe me, I'm not that tough of a customer.)</font>

The one who says "I told you so" is never very popular. Popularity be ****ed - I told you so.

Just curious to know what you would have considered to be an appropriate response from both Corporate Services and the hotel for the issues you cited?

Best regards,

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

guest.forum@starwoodhotels.com

William, would you like it to be public or private?

[This message has been edited by Adman (edited 04-26-2002).]

an appropriate response from the hotel would have been: "thank you for your suggestions. in fact, we are embarking on a plan to improve the hotel beginning on xx/xx/xx. this improvement plan/renovation plan will address your concerns. we invite you back anytime after xx/xx/xx when the renovation will be complete to check out the improvements. thank you, again, for your suggestions."

I just stayed at the Sheraton Chalet West Port last week and I was extremely disappointed. The place was plain old GROSS. My room was dirty, smelled, the screens to the balcony were ripped, the paint was peeling. The service was indifferent, at best. There were dirty dishes and soiled sheets in the hallway outside my room when I checked in at 4 pm. They were still there the next morning at 7 am. This was my worst stay ever at a Sheraton, and I contacted Starwood customer service to complain. Obviously, no improvements since the previous complaints.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by stkilda:
There were dirty dishes and soiled sheets in the hallway outside my room when I checked in at 4 pm. They were still there the next morning at 7 am. </font>


ewwww. http://www.flyertalk.com/forum/frown.gif

fly co to see the yanks, for once, we are in total agreement. ick!

I've forwarded this thread to the franchise office. Now I think I'll try to find a tub of Lysol to dunk my head in. http://www.flyertalk.com/forum/wink.gif

Best regards,

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

guest.forum@starwoodhotels.com

An update regarding my Sheraton Westport Chalet complaint: The very nice and interested agent on my original call to Starwood customer service indicated that I would get a phone call or email within 7 days. I heard nothing for 10 days so I called Starwood customer service again. This time I got a totally bored agent who indicated to me that my file had been closed because the Sheraton Westport Chalet has sent me an apology letter. Since I still have not received a letter or had my complaint addressed in any manner, I called Customer Service again early this week. The agent took my phone number and promised that someone would call me back that day. Nothing yet. Right now I am very unimpressed with the Sheraton Westport Chalet and Starwood Customer Service!
PS - I am enjoying a Hilton tonight very much.

I stayed at the West Port (the one next to the Chalet) a couple years ago and it was one of the most awful horrific terrible blechy icky poopoodoodookaka stays I have ever had anywhere. I wrote the hotel what I thought was a polite but sharp letter and never even had the courtesy of a reply. There were so many issues, it wasn't even funny. I never took it up with SPG (that I can recall) and its way too late now.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Eastbay1K:
the most awful horrific terrible blechy icky poopoodoodookaka</font>

So you didn't like your stay, eh? http://www.flyertalk.com/forum/biggrin.gif

This sounds like one property I will DEFINITELY avoid.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Starwood Lurker:
fly co to see the yanks, for once, we are in total agreement. ick!

I've forwarded this thread to the franchise office. Now I think I'll try to find a tub of Lysol to dunk my head in. http://www.flyertalk.com/forum/wink.gif

Best regards,

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

guest.forum@starwoodhotels.com </font>

for once?

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by fly co to see the yanks:
for once?</font>

That's pretty for good for you Fly CO, no? http://www.flyertalk.com/forum/wink.gif http://www.flyertalk.com/forum/biggrin.gif http://www.flyertalk.com/forum/redface.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by stkilda:
An update regarding my Sheraton Westport Chalet complaint: The very nice and interested agent on my original call to Starwood customer service indicated that I would get a phone call or email within 7 days. I heard nothing for 10 days so I called Starwood customer service again. This time I got a totally bored agent who indicated to me that my file had been closed because the Sheraton Westport Chalet has sent me an apology letter. Since I still have not received a letter or had my complaint addressed in any manner, I called Customer Service again early this week. The agent took my phone number and promised that someone would call me back that day. Nothing yet. Right now I am very unimpressed with the Sheraton Westport Chalet and Starwood Customer Service!
PS - I am enjoying a Hilton tonight very much.</font>

Thanks for letting me know about this, stkilda. I have re-opened the file and sent it back to the hotel. Also, I have alerted Customer Care that they need to keep an eye on how it is closed. If you haven't heard from anyone in 10 days, please let me know again.

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 08-09-2002).]

So, the 4Pts at Westport STL, is it still such a icky blah poopoodoodookaka hotel, or have they mended their ways some? We need to be near STL briefly, we *would* like to increase the spg stay count, but not if it means that we'll have nightmares and PTSD for years afterwards. http://www.flyertalk.com/forum/wink.gif

We're not too picky here. We have been having pretty decent luck w/Four Points so far.

thanks for drudging this thread up from the dead. it was like a walk down memory lane.

[This message has been edited by fly co to see the yanks (edited 05-06-2003).]

Oh, my. I've got a stay booked at the Westport for next weekend. After reading this thread, I'm debating whether I need to cancel or be the lab rat to see if the place has improved.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by honu:
the 4Pts at Westport STL</font>

FWIW, there is no such thing as 4Pts at Westport - there is a 4Pts STL West in Earth City, and there are two Sheratons in Westport, all of them being terrible.

If you want a good SPG property in STL, stick to the Westin (the best and most expensive) and Sheraton City Center (good and less expensive, especially on weekends). Both are located in the downtown area, right on the Metrolink.

Eugene, sorry for the confusion, I meant the 4Pts St. Louis West, which is near the airport. Just as bad, eh? The blurb about the rooms on spg.com does say that they have been newly renovated (whatever that means).

[This message has been edited by honu (edited 05-06-2003).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by honu:
I meant the 4Pts St. Louis West, which is near the airport. Just as bad, eh? </font>

I stayed there once, never again! The main reason being their complete disregard of safety and maintenance requirements (I've posted on FT my experience there last year, you may want to search for it in Archive when it will be back up). Also, their mattresses and pillows are the worst I've ever slept on (and that's on the Club Floor). Not to mention management's unresponsiveness.

The only bright spot there was the hostess of the Club Lounge - by far the most hospitable IME, too bad their Club was open only 4 days a week last year, not sure what the schedule is now.

Has the Sheraton's over in St Louis Westport improved yet? Either the Westport Lakeside or the Chalet? I have 1 night to spend in St. Louis and I need to keep it relatively inexpensive. Is the St. Louis downtown Four Points the better way to go here?

Westin cheapest rate that night is 600. These other three are $104.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by latony:
Is the St. Louis downtown Four Points the better way to go here?</font>

Stayed there last month. It is actually a part of the Millenium hotel complex, its South Tower is now rebadged as Four Points. As they upgraded me to the main tower, I don't know how rooms are in the South Tower (Four Points), but the lobby looked rather shabby on the south side. At $59 a night and with an upgrade to the main tower it was an okay experience, but I would not stay there again provided I have a choice. Location wise, the property is just behind the Busch Stadium, about 10 minutes walk from the Metrolink.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by latony:
Westin cheapest rate that night is 600. These other three are $104.</font>

Wow, I've never seen $600 rate at the Westin. Have you tried the Sheraton Suites City Center? Also, try selecting "Promotional Rates" as your rate plan if you book on Starwood's site.