Starwood Preferred Guest - You've Been Upgraded, Enjoy!

At check-in at the Meadowlands Sheraton I found a sticky note pasted on the inside of the plat guest folder that said "You've been upgraded. Enjoy!". Since this hotel does not have suites, I asked the desk clerk what the upgrade was, since I had reserved and paid for a club room. He said none, but that they were told to place the upgrade notes on all the plat folders.

This sounds like one for the Lurker. A little too smart for my taste. ^_

"Every room is an upgraded room." :rolleyes: :(

This "post it" note type upgrade is really rather annoying. Rather than make me think I got an upgrade, I'd prefer if the desk were honest and simply told me that an upgrade wasn't available rather than try to fake it like this. For the past 3-4 stays now, I've had the "post-it note" upgrade and got the exact same room I booked.

I just checked into the Westin Warsaw and surprise, my upgrade was waiting for me again in the form of a a post-it note. :rolleyes:

I really should start calling the front desk on this and inquiring what type of upgrade I supposedly got. ;)

I can beat you -- I recently (at a property that shall remain nameless because the management more than made up for it, thanks to flyertalk) got a post-it note, but had paid for a suite and was given a club room instead. When I called to get moved, the front desk insisted I had been upgraded. Until they actually bothered to read the reservation . . .

At check-in at the Meadowlands Sheraton I found a sticky note pasted on the inside of the plat guest folder that said "You've been upgraded. Enjoy!". Since this hotel does not have suites, I asked the desk clerk what the upgrade was, since I had reserved and paid for a club room. He said none, but that they were told to place the upgrade notes on all the plat folders.

That's crazy! But, that's New Jersey:rolleyes:

It would be great if there was actually an email notification system for when you have actually been upgraded.

I can beat you -- I recently (at a property that shall remain nameless because the management more than made up for it, thanks to flyertalk) got a post-it note, but had paid for a suite and was given a club room instead. When I called to get moved, the front desk insisted I had been upgraded. Until they actually bothered to read the reservation . . .

The exact same thing happened to me at the DFW Westin the last time I stayed there. I had booked a suite, and the desk clerk - post it and all - said, "you'll be happy to know that we upgraded you to a suite" And i said, "Thanks, but if you check your records, I booked and am paying for that suite since I've never been upgraded here."

As lowly gold, I never expect an upgrade, and I am perfectly fine when I don't get one. If I need a club room or suite for a particular stay, I book it and that's that.

It's just really pathetic when Starwood can't be honest about the relatively worthless value of gold. Instead, they try to hide it behind post-it notes and spurious wording like "preferred room" (and likening it to a real upgrade). C'mon - how dumb do they think we are? I say either give me a real upgrade, or be honest and admit that you didn't upgrade me (and never really intend to).

...and got the exact same room I booked...

But, if you got a sticky, it is still probably a superior standard room that may include a room on higher floor, corner room, newly renovated room, or room with preferred views.

Which is what a Gold level upgrade to a Preferred Room is. ;)

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

But, if you got a sticky, it is still probably a superior standard room that may include a room on higher floor, corner room, newly renovated room, or room with preferred views.

Which is what a Gold level upgrade to a Preferred Room is. ;)


Nice try, but NOPE. ;) I got the lowest possible club floor room (which is what I booked). As for the view, it's definitely not great. Not bad, but certainly not as good as the other side of the hotel.

And, you highlight precise what my gripe is - for goodness sake, don't call a "preferred room" an upgrade. An upgrade by the conventionally accepted definition of the word bumps me up a category - a preferred room is nothing. I could put a potted plant in regular room and suddenly call it "preferred".

As I stated before, as gold, I don't necessarily want or expect an upgrade (and I mean a real upgrade, not a faux one). If I want a better room, I book it. All I am asking for is a little honesty to replace this disingenuousness.

Edited to add: The stay before this was at the Sheraton Deira - I booked a Jr. Suite and got a Jr. Suite on the "Club Floor" - but here's the kicker - anybody can use the Club Lounge (it's also the biz center), but unless you actually book and pay for club access, you have to pay for everything you use/consume in there anyway. So the apparent "upgrade" here as indicated on my post-it note was just being put on the same floor as the club lounge, which, I might add, is on a lowest floor that has guestrooms and has no view. Wow, is all I can say about that.

Again, the thing that irritates me about this is not that I didn't get an upgrade, but that SPG chooses to spuriously manufacture one out of nothing.

The exact same thing happened to me at the DFW Westin the last time I stayed there. I had booked a suite, and the desk clerk - post it and all - said, "you'll be happy to know that we upgraded you to a suite" And i said, "Thanks, but if you check your records, I booked and am paying for that suite since I've never been upgraded here."

why not ask for a discount to a non-suite rate :cool:

The whole concept of a 'preferred room' being mentioned as an 'upgrade' is a joke when I was a gold. I mean, seriously William, 'gold upgrade is preferred room'. By inferring it is an upgrade, the conventional understanding of upgrade is by it's very name, a step up to another room type, not a room with that pot plant there, a renovated room... etc, but still the same room type.

I mean seriously, if you rent a car from Avis, and they say they've upgraded you, do you seriously think they are going to give you a slightly newer car with less KM's as the preferred 'gold upgrade' infers? An upgrade in avis's case, is truly a cat b to a cat c - ie a compact to a medium, etc.

I find the whole use of the word 'preferred room' misleading in the brochures and collateral which SPG communicate and push people to stay more with them to hit some illusionary improve benefit in tier status, for very little in return when they hit gold versus ... than what is inferred in their marketing.

This from the obscure pages of every Customer Service Handbook ever written -

"UNDER promise and OVER deliver":)

The whole concept of a 'preferred room' being mentioned as an 'upgrade' is a joke when I was a gold. I mean, seriously William, 'gold upgrade is preferred room'...

Yeah, I know expectations are higher than they should be, but we define a Preferred Room and it is meant to be the same room type you book, only with the possible enhancements listed above. So, I guess we will just have to agree to disagree on whether it is a real upgrade or not. Folks are more than welcomed to expect it to be more, but that doesn't change the reality of it being what it is.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

This from the obscure pages of every Customer Service Handbook ever written -

"UNDER promise and OVER deliver":)

Indeed, this is exactly my point. Here is the verbatim quote from the SPG website concerning "room upgrades" for golds:

"Automatic Room Upgrades¹: As an elite member, you don't need to redeem Starpoints for a room upgrade --- you'll automatically be given a Preferred Room at check-in when available. "


If nothing else, the bolded part of this statement is at best misleading and at worst, downright dishonest. Of course you don't need to redeem starpoints for a "preferred room" - that option doesn't even exist! You redeem starpoints for higher room categories, not a bogus "preferred room". Then you have the weaselly footnote at the end of "Automatic Room Upgrades" to breed further mistrust.

SPG would do well to simply eliminate this statement altogether and get rid of that post-it note. Calling something an upgrade when it clearly isn't really cheapens it. If anything, the constant insult is making me less loyal, not more.

Yeah, I know expectations are higher than they should be, but we define a Preferred Room and it is meant to be the same room type you book, only with the possible enhancements listed above. So, I guess we will just have to agree to disagree on whether it is a real upgrade or not. Folks are more than welcomed to expect it to be more, but that doesn't change the reality of it being what it is.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

I think the issue is calling a 'preferred room' an upgrade when it clearly is not. It is the same room, perhaps in a different place or with a rug or something else that serves to add little if any value. An upgrade is an increase in the value of the product or service being provided, in this case a superior, not just cosmetically different room. Do you seriously expect us to believe that these 'preferred rooms' are upgrades? I think the whole thing is rather insulting.

the last time round a similar issue was discussed about the towers concept, there was a change in the T & C favouring spg in saying under no circumstances is an spg member is to be upgraded to a towers/club room for hotels that operate within hotels concept.

If this thread goes along that line, the various spg lurkers may want to make things difficult for customers by changing the rules to say no upgrade for gold members at all.

What i am interested in is of complaints of spg platinum members who encounter hotels who use the post it note as a way of avoiding putting the spg platinum member in the best available room in the hotel.

Now that the SPG.com site works (hooray!) this single, tiny issue is my biggest beef with Starwood. The little stickies are downright insulting my intelligence, ESPECIALLY in a hotel where I know the rooms and there is clearly no upgrade.

SPG is a great system full of good and great hotels (and a few stinkers) with a functional website now, William the Lurker and superb Platinum Concierge telephone service. There is no need for the little stickies, and since the target audience is frequent stayers, we are the least likely to believe the "concept" that SPG is trying to convey with the stickies, because we are discerning enough to tell the difference.

I recommend that SPG save the money and avoid the annoyance of the low-fact-content stickies altogether.

If this thread goes along that line, the various spg lurkers may want to make things difficult for customers by changing the rules to say no upgrade for gold members at all.

There's too much at stake, they like the marketing speil of the 'automatic upgrade'. If they removed it, the perceived benefit to a newbie of the SPG Gold tier offer would be diminished (sure some will like the 4pm late checkout, but the intrigue and lure is what exactly that 'upgrade will be'). I know this too well after a few friends of mine hit gold and they were so excited talk about this preferred room, etc type stuff.

Removing that 'marketing speil' will turn people off and risk SPG losing business to HHonors Gold, etc.. I say bring removing it on! (I'm happy to wager they'll never do this, and they'll never ever provide anything more than this marketing hype in their brochureware as well...)

I do enjoy the upgrades at the starwood properties but when they try to decieve me, the after taste remains. When I pay for the best room at a hotel, with platinum status I do expect to be upgraded at least to a junior suite (based on availability?). Even though I am a semi-regular with 5/6 stays a year at this specific starwood propertyl, I am always baffled by the lies from the front desk people on room availability. What is the best way to put an end to this preferred room thing?

Well, it's the same as with the airlines now: quite some promises to elite members, but only those spending a lot of money do really get the goodies.

For me, beeing a spg Plat, the program works out. Not a real upgrade every time, but most times they do deliver. It also depends a lot on the hotel - for some hotels I see a pattern now to just beeing dishonest with upgrades. Short to say, I try to avoid these hotels.

I think spg is still one of the better programs in the industry, but I also would welcome some more truth in those marketing promises. Like stop calling preferred rooms upgrades, only putting that post-it into the folder if there has been an real upgrade done (I understand, that I can't get one every time as it is based on availability) and so on. And stop that "best rate guarantee" - with all the strings attached and the maneuvers of some specific hotels to circumnavigate this it is an outright lie and I really am angry about it.

Truth would work out better in the long run - just my 2 ct...

At the risk of standing in the line of fire, I must command Starwood for the last 3 upgrades I got. At PH in Vegas, we got upgraded from a Deluxe room to a Resort room with view of the strip. While not one of the renovated ones, it was 25% bigger and much more practical than the Deluxe room our kids had. In Montreal, we got upgraded from a regular room to a suite. The suite had an engraved sign outside "Room reserved for SPG Elite members". In Whistler earlier this year, we got a 1 Bedroom Suite instead a Junior Suite. All other times have been slightly better rooms (renovated, etc)

My SPG experience has been good up to now ^, but then maybe my expectations are not as high as some or simply got lucky with the front desk.

2muchfun

There's too much at stake, they like the marketing speil of the 'automatic upgrade'. If they removed it, the perceived benefit to a newbie of the SPG Gold tier offer would be diminished (sure some will like the 4pm late checkout, but the intrigue and lure is what exactly that 'upgrade will be'). I know this too well after a few friends of mine hit gold and they were so excited talk about this preferred room, etc type stuff.


Then the next question is - how long did it take for your friends to figure out the lie for what it is and get brassed off? I'm sure it didnt take long at all. It's like SPG thinks we are all really stupid and can't figure out the scam for what it is in a very short time.


Removing that 'marketing speil' will turn people off and risk SPG losing business to HHonors Gold, etc.. I say bring removing it on!

I think people are more turned off with the deception.

I'd have to say, though, even though I don't think it is fair to compare SPG Gold and HH Gold (you need more stays for HH gold), if you even merely look at the written benefits for both, it's obvious that HH gold is far clearer with fewer footnotes and weasel-words about the benefits you can expect to receive every time. I have been Gold with both programs for several years, and I would say that I always get much better treatment and REAL upgrades when I check into an HH hotel. That said, SPG plat in my view should in theory be better than HH Diamond. I am working toward SPG plat myself now (may miss it unless I do a matress run or two) and I hoping that the situation will improve.


with platinum status I do expect to be upgraded at least to a junior suite (based on availability?). Even though I am a semi-regular with 5/6 stays a year at this specific starwood propertyl, I am always baffled by the lies from the front desk people on room availability. What is the best way to put an end to this preferred room thing?

Wait a minute - plats should expect the "best available" room, should they not?



I think spg is still one of the better programs in the industry, but I also would welcome some more truth in those marketing promises.

... with all the strings attached and the maneuvers of some specific hotels to circumnavigate this it is an outright lie and I really am angry about it.

Truth would work out better in the long run - just my 2 ct...

My sentiments exactly! It's all the weasel-words in the marketing lit that allow properties a scapegoat that irritate me, as well as that stupid post-it note. I am gold and I know it isn't worth much (except for the point bonus) and I am fine with that. I only get annoyed when SPG tries to tell me that it isn't.

I suggest that a list be created to name and shame ONLY the offending properties that do not honour spg benefits out here on flyertalk and make it very public.

The good ones should be kept confidential.

Wait a minute - plats should expect the "best available" room, should they not?

Up to a "standard" category suite, yes...unless you're staying at a hotel that is "all suite" and has designated only the lowest category of room as a "Standard" suite (Resort at Singer Island), or unless you are staying at one of the SPG hotels that seem to take great pleasure in habitually denying upgrades to Plats (and may or may not have truly loathsome check-in dragons): St. Regis Houston, W Dallas Victory, Westin DFW, Almost any NYC Property, W Montreal, W Seattle, W San Diego, Sheraton Sand Key, Park Tower London, Many of the Paris Properties, etc...What's especially fun about being denied upgrades at those properties, under the T&C of the program, is when SPG.com shows availability for a higher room category, and Plat Concierge line confirms this and contacts the hotel to attempt to remedy the situation, but the hotel still refuses to upgrade you (cough, cough, St. Regis Houston).

Sure, there are some gems out there that are virtually guaranteed upgrades (Westin Diplomat, Westin Bonaventure). Perhaps if I wished to take every vacation in FLL or LAX, I'd be set...

Just for another 2c - i can never understand whay a "higher floor" or a "preferred view" is somehow an upgrade of any sort. in several high rise hotels i ahev had to wait 5-10 mins to get a lift at peak times because i was on the higher floor - and additionally, what one person considers a good view can be totally speculative - example - W LAkeshore Chicago - the preferred view is the LAke - well, a lot of folks i talk to think the city skyline is a pretty good.

Like everyone else has said - if the airline says they're gonna upgrademe when i get to the gate, i don't expect a window seat instaed of an aisle!

At the risk of standing in the line of fire, I must command Starwood for the last 3 upgrades I got. At PH in Vegas, we got upgraded from a Deluxe room to a Resort room with view of the strip. While not one of the renovated ones, it was 25% bigger and much more practical than the Deluxe room our kids had. In Montreal, we got upgraded from a regular room to a suite. The suite had an engraved sign outside "Room reserved for SPG Elite members". In Whistler earlier this year, we got a 1 Bedroom Suite instead a Junior Suite. All other times have been slightly better rooms (renovated, etc)

My SPG experience has been good up to now ^, but then maybe my expectations are not as high as some or simply got lucky with the front desk.

2muchfun

2Muchfun, you are absolutely right that a real upgrade is excellent, and it is a strong reason to be Plat at SPG. When the real upgrades are available, I really appreciate it.

The stickies that PROMISE an upgrade and DELIVER nothing are the big turn-off, and at US properties, I see a lot of this sort of behavior recently.

But again, the real upgrades are great, and you have had some nice experiences.

or unless you are staying at one of the SPG hotels that seem to take great pleasure in habitually denying upgrades to Plats (and may or may not have truly loathsome check-in dragons): Westin DFW,

:confused:

I have to admit to being quite surprised that the Westin DFW was mentioned in this context......since I was upgraded to an actual suite during each time that I stayed there earlier this year.

'Loathsome check-in dragons'?

Wow....

Definitely not based on my experience when dealing with the front desk at the Westin DFW........as the desk clerks who I've encountered have always been quite pleasant.

Check-in has always been a breeze for me at this hotel.......with my upgrade apparently having been pre-assigned each time.

I'm starting to think this must be a YMMV situation........as this hotel currently ranks among my top 10 favorite Starwood hotels within the US48.

A.J.

:confused:

I have to admit to being quite surprised that the Westin DFW was mentioned in this context......since I was upgraded to an actual suite during each time that I stayed there earlier this year.

'Loathsome check-in dragons'?

Wow....

Definitely not based on my experience when dealing with the front desk at the Westin DFW........as the desk clerks who I've encountered have always been quite pleasant.

Check-in has always been a breeze for me at this hotel.......with my upgrade apparently having been pre-assigned each time.

I'm starting to think this must be a YMMV situation........as this hotel currently ranks among my top 10 favorite Starwood hotels within the US48.

A.J.

My post said "may or may not have loathsome check-in dragons." The statement did not have blanket applicability to all of the mentioned hotels. Try check-in at the St. Regis Houston sometime, then try requesting an upgrade to a room that you should be eligible for under the SPG T&C. The manager on duty there (at least the one last time I made the error of spending $$$ there) was downright nasty, to the point of refusing to deal with the SPG Plat Concierge who subsequently called on my behalf. I can assure you that the nastiness was not due to behavior on my part, as I am always unfailingly polite and low-key when checking in. Even if I ask to speak to a manager, I don't go for the brusque, rude approach (more flies with honey...) She definitely qualified as a check-in dragon.

Many recent threads on the Westin DFW have noted a paucity of Plat upgrades (post 8 in this very thread even casts a disparaging light on their upgrades). There have been some exceptions noted on those threads, but that's not the general impression given by most of the posts relating to that particular property. Granted, the hotel is very nice, fresh, and modern. I just don't like to play upgrade games. Also, I try to avoid airport hotels whenever possible, as I get the distinct impression that they don't care as much about SPG loyalty, due to consistently high occupancy rates and guest turnover.

I have stays at both the W Dallas Victory and Westin DFW this weekend. Am curious to see how these stays turn out...

Also, I didn't mean to imply that all SPG hotels are poor at recognizing Plats (wrote the EP before morning coffee in a bad mood)...just that there are some bad apples out there. Aside from them, there are definitely quite a few hotels out there that go above and beyond what's required for Plat recognition. I've had great to amazing upgrade treatment at:

Le Meridien Limassol
Le Meridien San Francisco
Le Meridien Munich
Sheraton Belgravia (crazy, a London hotel, no less!)
Westin La Cantera (San Antonio)
Sheraton South Padre Island
Sheraton Houston Brookhollow
Westin Governor Morris (Morristown, NJ)

to name just a few...

I guess I've lucked out on upgrades as well. I'm lowly Gold until next month and I've been upgraded three times in the past month. I'm politely pushy though and usually call in advance to give them my check in time and request the upgrade if available and then ask again when I arrive. I would be pissed if I got a sticky note that said I was upgraded when I wasn't though.

On a related note, when booking a regular room, I do get put on the "SPG Floor" usually. Up until now, I figured that there is no material difference between an "SPG Floor" vs a non SPG floor. But....is there a difference? (Besides generally being on a higher floor).

I imagine that many regular customers are put on the SPG floor as part of inventory management anyway, and never really perceived this as anything special.

In all the SPG properties I have stayed in, there has been no real difference between the normal SPG floor rooms (basic rooms, not suites) and a normal room on the non-SPG floors.

One exception (if you can call it that) has been that a particular property places a tag on the bottled water that says "Thanks for being SPG member, here is a free water". Nice thought....but free bottled water is provided in all rooms at this property. Those not on the SPG floor have a different tag that leaves off the "Thanks for being SPG member". The really odd part, is that the water in the non-SPG rooms is 6 oz larger than what is in the SPG rooms...same brand though :confused:

"Automatic Room Upgrades¹: As an elite member, you don't need to redeem Starpoints for a room upgrade --- you'll automatically be given a Preferred Room at check-in when available. "


I wished this was something the Four Points in PVG understood. Being a lowly gold I have never gotten an upgrade and even when my co-worker , platnium members ask, the are usually ignored.

The last two times we checked in they tried to tell us our reservation for king beds were not available and wanted to give us twins. Of course we had to push and get the manager involved just to get our normal reserved room prefs. Must be a Chinese thing and it only seems to happen when we check in on the weekends.