Starwood Preferred Guest - What Improvements Would You Like to See?

Given that many of us, including myself, have spent the past week or so ripping the changes to SPG in the past year, I think it'd be helpful to SPG to suggest improvements to the program, if and when it comes time for the pendulum to swing the other way.

1) A more functional website, listing ALL rates on one screen, from low to high, including promotional and discount rates.

2) A return of Free Weekends or some sort of expedited free night program for everyone, and an end to targetted promotions that leave elite members out.

3) A confirmable suite upgrade or two or three a year for platinum members. Loews does this (confirms suite upgrades at the time of reservation), and I have very much enjoyed it since I became single (hotel-wise). Fairmont also does this, but not unlimited, like Loews.

Any other sort-of realistic suggestions?

I'd love to see a $50 bill on my pillow at turndown every night.

How about less whining from folks who have already publically stated they have little/no equity left in, or those who endlessly say they are leaving in the SPG program. So go already. I got your point 4 pages and six threads ago.

Life changes - so does FF programs. Roll with it or move on.

Thanks for your constructive input.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BoSoxFan45:
1) A more functional website, listing ALL rates on one screen, from low to high, including promotional and discount rates.</font>

quite some time ago, there was a buzz about improvements to the web site. i can't remember if this incarnation is the improvement. i certainly hope not.

[This message has been edited by fly co to see the yanks (edited 09-03-2003).]

Your list is a good one, BoSoxFan. I think this is more constructive and reasonable than whining.

Personally, I don't think the $50-on-the-pillow idea will fly...

Consistent implementation of Starwood's elite benefits, all participating properties, all participating brands.

Specifically:

Golds: A "preferred" room upgrade.
Platinums: The "best available guest room", and consistent implementation of the Amenity.

Give us what we are entitled to, not what the front desk clerk thinks we deserve.

Keep the occasional suites for Golds coming!!!!!!!!

Rolling Stone writes: <font face="Verdana, Arial, Helvetica, sans-serif" size="2">Life changes - so does FF programs. Roll with it or move on.</font>

I've just never understood that "roll with it or move on" attitude. That sounds defeatist to me. Almost anti-consumer. I would advise against it. There are other more productive options than just rolling over and taking it, or moving on.

If you really care about the issue, sticking around and trying to effect change, would be one suggested route. As long as it takes.

In my experience, if the consumer demands more, they usually get more. http://www.flyertalk.com/forum/smile.gif

If they demand nothing or accept less...then that's exactly what they usually get. http://www.flyertalk.com/forum/frown.gif

Almost every time.

And nobody can read minds. If folks don't stand up and complain (and often), the powers that be may not even realize why they are losing customers or business.

For those that don't care and think this is just so much about nothing? That's because...well...they just don't care!

Cheers to those that don't take it or move on. Cheers to those that expect better, not less. Cheers to those that stand up for what's right and try to hang on to something being taken away.

Because they are at least...trying. http://www.flyertalk.com/forum/smile.gif

IMHO.

[This message has been edited by PremEx (edited 09-03-2003).]

I know, you're probably tired of my crusade...

How about waiving local/1-800 calls for golds? And for plats, also adding free high-speed internet? Low-cost, high gain, gets the biz traveler back in the game.

I love this amenity from other programs.

Confirmable upgrades earned or gratis would be a great addition.

Being able to self select room (like airline seating) based on status and/or availability would also be helpful.

An option to check in by phone or on-line and just pick up keys at desk would be helpful also. (like rental car - Just check ID grab keys and go.)

Copy Hyatts 1-800 check-in line
Serves two purposes--less stress at the hotel check-in and gives corporate some more control about how upgrades occur.

May be it's because I'm from Philly as well, but agree with PHLbuddy:

* Most important improvement: FREE high speed Internet access for Platinum

* Second most important: no fee for 800 calls for Platinum

Either return the "sort" price functionality to the website (was it really necessary to remove it?) or list all pricing from lowest to highest by default.

Improvements?

They do not need to re-invent the wheel - just go BACK into the files.

I have been a Gold SCI/SPG member for 20 years or so.

I remember as MANY here do, what we USED to get each year with the Elite kit.

A whole bunch of coupons that I nearly ALWAYS used. I'd go out of my way to use them at times = extra revenue. Everyone remember those?

There were SPECIFIC Hotels on each coupon that honored them. And often Specific dates.

IIRC they included:

1. A sheet of rates available at specific hotels at specific dates. $29, $39, $49 etc. Great deals for when they knew they'd be quiet. If SPG is worried by Priceline etc, here is a way to combat that. NOTE - Hilton Diamond Club to this day offers similar deals so it clearly is possible.

2. Book one weekend night get one free. Again specific hotels.

3. Free Health Club access. Property Specific.

4. Free breakfast for room guests. Property Specific.

5. Towers upgrade Certs. Property Specific.

6. Suite upgrade certs. IIRC these came in first year of SPG existence?

7. 50% off Rack rate certs. Property/date Specific.

8. Buy one entrée at restaurant, get one free. Property Specific.

And there were others that those with better memories might recall. Most had the usual "subject to availability" escape clause etc on them, so where is the loss sending these?

Bottom Line - we receive ZIPPO of use from SPG each year. BOMBARD us with coupons when you mail out the member cards annually.

Why not? Maybe I am a coupon junkie but I DO generally use these things when I get them. Make having states MEAN something.

Only to repeat above:

1) List all rates like Orbitz. This is a great feature and I can book much faster on Orbitz. I only do it when I dont get a bonus from SPG

2) Confirmed upgrade to Suite Coupons for Plats. This would be for when I travel with my wife and child. I would want a suite at that time.

3) 50% off Rack Rate and 50% off award stay. The 50% off last year for plats was great! We stayed at some great hotels and not so great hotels and were able to spend 50% less points. I would do this again in a heartbeat.

4) Free Internet. Remove all the billing software, get a cheap t1/dsl line and make me happy. Or at least put free wireless out in the Bar/Lounge area. That way, you would force me down when I am on off time, buy drinks and eat.

5) I dont use Hotel Room phones anymore as I have a cell phone but would like the option to dial 800 numbers at no charge.

6) Hotel Staff which tells the truth http://www.flyertalk.com/forum/wink.gif.

Christian

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by cxn:
3) 50% off award stay. The 50% off last year for plats was great! </font>

yeah, i loved this too. stayed at the st. regis in nyc even though i reside here. it had been years since i stayed there and wanted to re-live the luxury.


[This message has been edited by fly co to see the yanks (edited 09-04-2003).]

Give us the option to chose between phone, fax or e-mail when it comes to communicationg with SPG.

After all, customers in Europe don't have toll-free numbers for SPG customer services. We have to call a single number in Irland.

Why can't my e-mail be forwarded to the person I'm supposed to call?

1) List all rates like Orbitz. This is a great feature and I can book much faster on Orbitz. I only do it when I dont get a bonus from SPG

I agree wholeheartedly. It is so frustrating when you want to compare rates in the same city at different Starwood properties.

Also, it would be nice to be able to compare corporate rates, promotional rates and the Best Available Rate.

I thought Travelweb would be Starwood's answer to this problem, particularly since Starwood is a part owner.

Great ideas above.

One other - give Gold's a taste of what it could be like to be a Plat - one confirmed suite upgrade a year.

1) Consistent implementation of the upgrade policy.

2) Better web site functionality.

3) Free weekends promo!!!!!!!!!!!!

I ditto the request for spg.com to sort by price by default or (return this function for us to choose).

The other spg.com thing that continues to irk me may be due to my computer and not spg so I'm adding it here hoping that someone can tell me the "cure". When I access the site I continually get the "This page contains both secure and nonsecure items. Do you want to display the nonsecure items?" and also I usually end up getting thrown out of the site altogether if I've tried to skip around to too many pages. This also happens to me on other sites, but VERY rarely and it usually happens atleast once a day with spg. (I'm using a network computer at work, and I'm obviously barely literate, so any help would be appreciated).

1) No Fee 800 and Local calls
2) Free Breakfast
3) Free High Speed Internet

Welcome to my suggested improvements...

1. I'd like to see some percentage of stays/nights that you make that are in excess of this year's Platinum requalification requirement, carry over into next year's tally.

2. Instead of being hoarded...and to encourage Starpoints flowing out at a rate that is more equal to how they flow in, I'd like to see elite stay/night credits given on Award Nights (like HHonors is doing).

3. I'd also like to see some sort of lifetime elite status given to those with so many lifetime stays and/or nights. A bone for the good long-term customer to hang on to in their golden years. And for many, a goal that would likely generate additional revenue and loyalty for Starwood.

1) Guaranteed 4PM check-out at all properties without any nonsense.

2) Consistent upgrades.

3) An SPG50 award that can actually be used (i.e., non-inflated rack rates)

4) 10K points for a free stay at the St. Regis like it was under ITT's rein.

Some great suggestions here, although I think that the only realistic one is point 1) on BoSox's list.

From my side, I would add that it would be nice to get promotion points posted in a reasonable amount of time to our accounts, 6-8 weeks is just plain unforgivable in the 21st Century.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by TTT103:

(1) Guaranteed 4PM check-out at all properties without any nonsense.

</font>

Isn't that a given now? Never had an issue and to me it is a STRONG SPG bennie.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PremEx:
2. Instead of being hoarded...and to encourage Starpoints flowing out at a rate that is more equal to how they flow in, I'd like to see elite stay/night credits given on Award Nights (like HHonors is doing). </font>

http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif

Make AAA rates eligible for the Best Rate Guarantee.

Two thoughts:

I would like to see the Platinum Amenity changed to be the extra 500 points only. And, I'd like to see it credit to your account automatically. I have had to call the Concierge to receive my 500 points after most of my stays. Rarely does it show up on its own.

Also, I think the free breakfast for Plats would be a big seller, even though it's not a selling point for me. I know several people in my office who insist at staying at a stinky hotel, simply because they receive free breakfasts. If they knew they would get it as a Starwood Platinum, they'd all give all their business to Starwood in order to earn this perk.

no more comping gold elite status to anyone with a pulse.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by ozstamps:
Isn't that a given now? Never had an issue and to me it is a STRONG SPG bennie.

</font>

It's excluded at all resorts and it has also been declined at convention hotels. What upsets me about this benefit is that some hotels do not even attempt to make the effort.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Gaucho100K:
....it would be nice to get promotion points posted in a reasonable amount of time to our accounts, 6-8 weeks is just plain unforgivable in the 21st Century.</font>

'AMEN' to that!!!!
I would love to understand the reasoning behind a 6-8 week delay in posting. Starwood - outsource your IT!!!!!

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

I would like to see the Platinum Amenity changed to be the extra 500 points only. And, I'd like to see it credit to your account automatically. I have had to call the Concierge to receive my 500 points after most of my stays. Rarely does it show up on its own.
</font>

Why is this? You don't like a choice? I'd say 50% of the time, I don't choose points. I don't understand the logic of repealing all other choices.

My list:

#1: Confirmed suite upgrade Cert for Plat (maybe for every 5 stays or so)
#2. Free high speed internet access.
#3. Special reward or reduced reward redemption for Plat.


I care less much about breakfast coupons or free long/local phone calls.

I would like to see:

1. If you are plat, let's say two years running... then you are rcve a voucher that says you can be plat for another year on any year you chooose. Non-transferable. Think about this: existing plats may not be plat forever, right? But there will be another year when they will spend alot of $$ in hotels (maybe in retirement or something). And you know the Plat will use it in a year when they are planning to spend alot on hotel business, right? Wouldn't Starwood want to capture that business during that year? Ex-Plat benefits by getting the status at the begining of that year and Starwood benefits by extending those benefits in order to capture a big fish.

2. A special Starwood employee allocated in each country that deals with Plat or even Gold complaints on the tollfree number. So if I am unhappy at an hotel, I can call SPG tollfree immediately and ask for the "Plat Assistance" employee and they can help resolve it. How hard could it be? They would just need to allocate one employee to that at each helpdesk. They could probably resolve the issue by checkout on our behalf - or credit our account overnight for the 500 points if they are unable to resolve.... rather than having their customers chase that up

3. A return to a simplified program. Vouchers are usually thrown out by us - we get them from everyone, there's a mass of disclosures, dates, restrictions, etc. The simple hard rules that applied when we joined, is what attracted us. Don't start bringing in exemptions, exclusions, by-laws, (read:EXCUSES). If customers are required to research a programs clauses and subslauses simply in order to purchase your product - then you are failing customer service. I do not want to feel like I am filing my taxes when I want to book a room with you guys! The program won my loyalty in the begining because it delivered on its simple service promise (room upgrade if available, period). Deliver on the promise. Don't start creating excuses.



[This message has been edited by vigneron (edited 09-06-2003).]

4. Provide Plats with a certificate that guarantees one upgrade to a suite each year or xxxx points (enough for a room stay) which needs to be redeemed THROUGH SPG 10-14 days before arrival. You sign and fax it through to SPG. The SPG employees can contact the hotel directly and negotiate the confirmed upgrade.

If it cannot then you get the points credited to your account by the SPG employee.

If it can be confirmed then you provide that certificate to the checkin desk.

OK, let's go for 5 a year, shouldn't we? We deserve it don't we?

[QUOTE]Originally posted by PremEx:
[B]Welcome to my suggested improvements...

1. I'd like to see some percentage of stays/nights that you make that are in excess of this year's Platinum requalification requirement, carry over into next year's tally.

I think this is an excellent idea, PremEx!

SPG improvement suggestions:
1) Clear, timely communications from SPG on program chgs. (The latest on benefits from web-site bookings is unclear in referring to both "pre-paid" sites and non-SPG sites. I can't remember the last time SPG sent us hard copy of the entire text of SPG T&C.)

2) A functional web site. (Easy to locate/book rates, res. confirms that contain key info, res. info that is accessible (too often this valuable feature is inop.) I'm actually happy that web booking bonuses expire from time-to-time, so I can go back to far easier Plat. phone reservations!

3) Offering throughout the Westin brand of the club level amenities found in full-service Sheratons.

4) Elimination of the odious "resort fee" and hotel deposit requirements for Plats.