Starwood Preferred Guest - Give me a break! :mad:

I have been staying at the Sheraton Suites in Cuyahoga Falls, Ohio since 1990. In that time I have averaged at least 20 nights a year at this property and enjoyed each and every stay.
Today I found out that I was going to be in the area for a one-day meeting, called SPG to get a room and was told there were none. No problem.. I then went to the internet to check the surrounding area only to find that there was availability listed at this property for $199.00 a night for a double queen room. I called SPG back, related that it looked like there was availability and would like to get the room for our agreed upon $110.00 a night corporate rate. I was told no, the rooms were now going for $199.00 a night because of availability. I then called the property only to be told the same thing.
While this is a nice location, it is not near any large city, in the 14 years I have been staying here has never been oversold, the rooms usually go for $119.00 a night and can be booked at $89.00 more times than not through internet specials.
The property would not budge. When I asked to speak to the manager I was told that they were not in and to please leave my number.
Sadly to say, I will never stay at this property again and will do my best to get our company corporate rates at properties closer to our plant. All in all I have seen a very cavalier attitude with in SPG for some time now. So far this year, I have 15 nights with SPG and have stayed 41 nights with Hilton. The Embassy Suites and other Hilton brands have been just as nice if not nicer than my SPG’S. This is the straw that broke the proverbial camels back; my days with SPG are over. ^_ ^_ ^_

I can understand your frustration - but you'll never stay there again? I would consider giving them the benefit of the doubt on this one and mix in a few stays somewhere else anyway, especially if others are closer.

FWIW, I've seen this kind of rate jump more than once at certain properties where I was a regular, and it's probably just the reality of the business and the supply-demand factor. Is $199.00 the "rack rate" there?

With all due respect, I'm not quite sure what you're angry about. I would think that as a frequent traveler, you would understand that all discounted rates are subject to availability. Your company's rate of $110 is just that, a discount, and rooms are at a premium for your dates.

Do any of the air carriers allow you to name your own price for a seat? Why should Starwood allow you to do it? It's all about supply-and-demand. You've apparently been lucky in the past that there was greater supply than demand. If you're disappointed, fine. But ending a relationship with Starwood because you don't like that the hotel has minimal rooms left? :rolleyes:

You may want to recommend to your company that they arrange for a 'last room guarantee' in their Starwood contract. My company has it, thus allowing for the last room available to be had at the corp. rate.

I do understand your points. What irritates me the most is that this is a category 2 SPG property that sits across the Creek/small River from the railroad tracks.
It has not had a major renovation since it opened, the restaurant is mediocre/overpriced typical food (the breakfast buffet is however the best in town) and there is no easy free way access.

The people who ran it were the reason I stayed so much at this property, and the close proximity to our corporate offices helped too.
Most of my colleagues stay at the Embassy Suites which is about a 10 min. further drive from our offices. The cost is about the same, the facility is newer, and there is a free made to order breakfast.

No, this is it for SPG, it’s been a fun run, lots of free nights but they are now in my opinion right there with Hilton brands.

We will be cashing in some Hhonors points this weekend for 3 nights at the Embassy Suites in Niagara Falls, Ontario Canada. I have earned enough points just this year for that little trip.

Changing sides to Hilton, take care.
:rolleyes:

No, this is it for SPG, it’s been a fun run, lots of free nights but they are now in my opinion right there with Hilton brands.

So based on one $80 discrepency on a last minute booking you will give up SPG and go all HHonors? I'm confused.

(btw, with 41 nights at Hilton this year, you should change your profile to the left to Hilton Diamond, not Gold).

Greetings,

Sorry to hear about the breakdown in communication with your property of regular choice.
Booking and finding a rate that is satisfactory now a days can be a big challenge at times.
Sadly overpricing ones properties creates a beeline to opaque and other third party sites.
We all know which sites are grateful for this :)
You seem to be an important frequency customer of this hotel and I would think they would find this relationship valuable.
If it has been a healthy one to begin with. I will assume it has been.

If you have already spoken with the Front Office Manager (best choice)
The last resort would be the GM or a duty manager.
Most of these folks best understand the costs involved of losing a good customer like yourself.
It is far more cost effective to keep the customer you have satisfied then to go out and aquire a new one.
The statistics on this are simply amazing.

Starwood continues to have pricing problems in a number of markets.
Some of it is no doubt simply demand.
Other times empty hotels with high prices. :confused: :rolleyes:
There is a thought in the industry due to some respected university studies that lower prices don't stimulate or create demand.
I disagree quite a bit with it especially in the case of the leisure market.
As far as the business market goes perhaps there is some more reason to support the study findings. What may be more significant is the effect discounting has on pricing expectation of guests long term.

It appears Starwood is using a new approach over the last few years that makes a number of its hotels priced very similar in many markets and continues to demand that they be non refundable.
Many of these rate plans can still be pretty steep.
The most interesting thing is how the Starwood International properties have
followed in similar patterns.

In one market recently a stunning 5 star Fairmont Property was priced lower then an older 4 points by Sheraton. The Fairmont was a fully refundable rate.
Loyalty can only go so far. A value proposition still must enter into the equation. And a sense of trust in doing business together.
Flexability and a fair market rate has become almost a thing of the past in many cases.
Back to your post !
If the hotel doesn't decide your business is valuable after you have made your best efforts by all means shop your options around and compare. There are usually a lot of options out there.

My only suggestion concerning your original post is to not consider leaving the SPG program VS the actual property worst case scenario.
IMO one has very little to do with the other.
I can certainly say that regardless of the good or bad choices any hotel company/property makes with its pricing inventory don't loose out in the great opprtunituies in what is still one of the best programs ever created in loyalty history. That is simply Starwood Preferred Guest.
There are stills some exceptional Starwood properties out there.
Don't miss out !
Good luck and thanks for the post . Let us know if you get your request /concern resolved

So based on one $80 discrepency on a last minute booking you will give up SPG and go all HHonors? I'm confused.

(btw, with 41 nights at Hilton this year, you should change your profile to the left to Hilton Diamond, not Gold).

No for Diamond it's 60 nights, I have 41 nights not stays. I will hit the 60 night mark some time in late May.

The ironic part of this is, after I hit Diamond with HH, I can fax over my credentials and SPG will give me Platinum. This year it will not help but next year I will still be Platinum w/o hardly ever staying with them.
There are still a few markets that SPG excels in and having Platinum tier is a obvious nice touch. (I am mad but not stupid)
The funny part of this whole story was that the night I wanted to stay, the rates mysteriously fell back to their $99.00 rates for the same date that was going for $199.00+.

The ironic part of this is, after I hit Diamond with HH, I can fax over my credentials and SPG will give me Platinum. This year it will not help but next year I will still be Platinum w/o hardly ever staying with them.

No, they won't because you already are (or were) Platinum (before).

No, they won't because you already are (or were) Platinum (before).

This is my understanding as well. Once Platinum, they will never comp you based on status in another program.

Although, they just might send you an offer to stay half as much as people that actually stay at Starwood Hotels and still get Platinum.

The funny part of this whole story was that the night I wanted to stay, the rates mysteriously fell back to their $99.00 rates for the same date that was going for $199.00+.

That's yield management for you.

3 colleagues and myself were back in Cuyahoga Falls last week for meetings.

Again I tried to book at the Sheraton Suites there only to find out that Wednesday night was close to capacity and rooms were going for between $209.00 to 300.00+ a night.(I was against this but one of my friends loves the location) The rest of the nights queen rooms were at $149.00 even though we have had a corporate contract with them for 15 years that gives us $110.00 nightly rates. :td:

The four of us instead stayed @ the Hilton in Akron (Fairlawn) and received $109.00 nightly rates and all 4 of us were upgraded into their 3 room Apartment suites with Jacuzzis. Between the 4 of us our bills were in excess of $2,500.00 for (4) nights. ^

For me personally, SPG is really making it harder and harder to stay with them. In Phoenix last week, I was upgraded to a 2-bedroom townhouse style Casita when the Sheraton I called had told me that there would be no upgrades available for the same time period.

Oh well, I guess my time is up with SPG. I was also able to make Diamond with HHonors in May as planned. :D

3 colleagues and myself were back in Cuyahoga Falls last week for meetings.

Again I tried to book at the Sheraton Suites there only to find out that Wednesday night was close to capacity and rooms were going for between $209.00 to 300.00+ a night.(I was against this but one of my friends loves the location) The rest of the nights queen rooms were at $149.00 even though we have had a corporate contract with them for 15 years that gives us $110.00 nightly rates. :td:
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Oh well, I guess my time is up with SPG. I was also able to make Diamond with HHonors in May as planned. :D

Huh? You promised us that you had given up on SPG! Mean what you say, and say what you mean. Otherwise, don't say anything. You seem scattered.

Aloha

You may want to recommend to your company that they arrange for a 'last room guarantee' in their Starwood contract. My company has it, thus allowing for the last room available to be had at the corp. rate.

Above is the answer. If your company does enough business with them its do-able. My company has it at a local Sheraton near HQ too.

I don't see how they are being unreasonable at all. It's like me having 25K miles on UA and when I try to book an award tix it isn't available. But I'm 1K and my company has a contract with you UA, I expect it to be there. The answer is it isn't available. But I can buy a seat. Wait now there must be a seat because you'll sell me one. Yes its for sale but you have to pay the price which it is being offered at because the award seats are "sold out". The room at the corporate rate you want is "sold out" too. Now if I wanted to pay more miles I could get the same seat too. Yield Management. Here today, gone tomorrow, back again in the afternoon, oops gone again. The travel industry that's how it works.

The hotel has a right to charge what it wants to for it's rooms. If they can get higher prices, I don't much blame them.

I have been a loyal Starwood customer for some time. My company has a corporate rate plan with them. If I can't get the corporate rate plan, I either try another lower cost Starwood property or I stay somewhere else. I don't get upset with Starwood because their prices are too high! I understand supply and demand...the airlines practice this everyday!

Huh? You promised us that you had given up on SPG! Mean what you say, and say what you mean. Otherwise, don't say anything. You seem scattered.

Aloha

I hear ya! As I said in my post, I was against staying here but was out voted “initially”.

Bottom line is yes, they obviously can charge what ever they feel is a fair market value for their rooms. Personally I think any one who pays rack rates for any hotel room should be lobotomized.

We were all just fortunate that the HILTON was able to get the four of us into three room Jacuzzi suites @ $109.00 a night v $149.00 to $209.00 for a queen smoking room at the Sheraton.

None the less, thanx for all the insight that I have received from my original post and I wish every one the best no matter who they choose to form a relationship with. Being fortunate enough to be a Plat. w/SPG and Diamond w/HHonors I am in a relatively unique position where I could judge both on equal grounds. For me the HHonors program seems to be the best fit.

Happy Travels! ;)

I don't see how they are being unreasonable at all. It's like me having 25K miles on UA and when I try to book an award tix it isn't available.

I don't see those as being quite equivalent. Surely they are quite a way apart on the booking scale? Frequent flyer points are well known to be very limited in redemption possibilities and need to be booked a long way in advance on some airlines. However, a corporate rate at a hotel is intended for company purposes. If you apply the same restrictions (such as booking 330 days out to make sure you can book at all) that work with some airline FFPs to a corporate hotel rate, it becomes completely and utterly useless.

I say that Hilton and Starwood arent close. That blackout thing that Hilton has going is brutal. Try fighting for both airline and hotel restrictions on one trip. Thinking baout it just gives me a headache. Maybe Hilton is fantastic in nowhere-ville Ohio. But try SD in the summer, Col in the winter, Mexico, Hawaii, and Intl. destinations, you will hear the same ol story. I am sorry sir there are no room avail for free, but if you would like we can reserve a room for $279 a night on your CC. No thanks.

Starwood has lots of problems, but getting a room in Hawaii or somewhere great is just a lot better than the alternatives. Thats why I switched from Hilton.

Ken in Phx

I don't see those as being quite equivalent. Surely they are quite a way apart on the booking scale? Frequent flyer points are well known to be very limited in redemption possibilities and need to be booked a long way in advance on some airlines. However, a corporate rate at a hotel is intended for company purposes. If you apply the same restrictions (such as booking 330 days out to make sure you can book at all) that work with some airline FFPs to a corporate hotel rate, it becomes completely and utterly useless.

Yield Management. Hotels and Airlines, they both do it. Same concept, similar analogy, maybe not exact but point being that they sell different flight/rooms at different rates and when the one you want is sold out you go to the next. I get a corporate discount on UA for H and above fares, but if there is no H's I don't get the rate. It all depends on availability.

I have had a corporate rate at the 4-Points in Kamloops for 5 years and I know that only two regulars who stay there get a *unbelievable special rate* and they give it to us as long as we book with one room left in the hotel. It sells out every Tues & Thurs from April to Sept because of tours but they still give me the great rate because they now it's the most my company will pay. Market demand has no effect on my rate. They even tell me to book on SPG.com even if the room is twice as much to make sure I get any bonus points and they adjust my bill accordingly at check-in ^

I would have thought a negotiated rate is a negotiated rate, but I guess I am wrong. Good lesson as I have changed jobs and will keep this in mind with any new properties I am dealing with in the future.

Also, there are legitimate local problems (about one property) that may not seem to justify an approach vs. all of Starwood. For example, this Sheraton Suites may actually be near capacity because of local meeting or reunion or even wedding business. Unless you have a "last room" clause in your corp. discount plan, you can be subject to yield mgt. pricing.

I had an issue last month with a Sheraton that was close to full with leisure business. It chose to upgrade non-status group function guests and had no decent upgrades left for this Plat who had reserved weeks earlier. While I didn't become a fan of this property, I have had quite good success with Plat. recognition elsewhere that I see it as purely a local issue. However, if it happened with a hotel that I stayed at apx. 20x/yr., I would feel an obligation to rap with the GM to reach a win-win situation for future stays.