Starwood Preferred Guest - Westin Time Sq NY tells Platinums to get out by 2pm!

The Westin Times Square NY tells all its Platinums and Golds today that because they're "fully committed", that check-out can only be extended till 2pm. When questioned, they said that it was a new policy based upon availability only.

I called Starwood Platinum Guest Services who said that there is no such thing but when they called the hotel, were told the same thing.

The argument is that "official" check out time is 12 and we're already extending it to 2pm for you. When argued that this is the perk for Platinums, was told, that "other guests" are just as important and that the room I am in has already been sold and needs to be ready for check-in by 3pm.

Basically they're telling me (and other Plats and Golds today) that : "We don't care about you because we have other people coming in. So get out!"

I have never ever encountered such a policy. I know that resorts are exempted from the 4pm late check-out.

Has anyone else experienced this?

4pm is based on availability and not guaranteed. If its sold out how would like not to be able to check in till 5 pm?

4pm is based on availability and not guaranteed. If its sold out how would like not to be able to check in till 5 pm?

wrong.

plats. have guaranteed 4 PM late checkout unless it's a resort. it's *not* based on availability. this hotel is in violation of spg rules.

4pm is based on availability and not guaranteed. If its sold out how would like not to be able to check in till 5 pm?

Not True. From the Terms and Conditions posted on the SPG website:


3. Guaranteed 4 p.m. late checkout worldwide upon request. Late checkout is subject to availability at some resort and conference locations during peak periods.

Do not believe this is a "resort" or "conference" property though

Do not believe this is a "resort" or "conference" property though

A previous conversation I had with starwood about this point came down to any property can call itself a conference location.

That said I generally have had very good luck with the 4pm check out.

A more nasty person than I might simply stay until four pm and then dispute the upcharge with their credit card company. :)

this is *DEFINITELY* not a conference location. the heart of Times Square (area) is most definitely a t-o-u-r-i-s-t location. do they even have a conference area in the hotel?

this is a joke.

I most certainly agree that this is a tourist destination, not a conference destination. I think they're probably using their proximity to the Javits Center as an excuse -- but, given that metric, EVERY hotel in New York is a conference location!!!! :rolleyes:

I'm not surprised by Starwood's lack of consistency when it comes to the late checkout. I've been told numerous times that they would only extend until 2pm (especially at DC hotels like Westin Grand).

Forget complaining. You should consider moving your business to another brand, or even better, some of the independent hotels that every big city has.

this is *DEFINITELY* not a conference location. the heart of Times Square (area) is most definitely a t-o-u-r-i-s-t location. do they even have a conference area in the hotel?

this is a joke.

Come on FCTSTY, you should know better that Time Square hotels can considered themselves conference location. When there’s big conference at Javits Center, many Time Square hotels are the conference’s designated hotels and there are complementary buses taking people between Javits and these hotels. Marriott Marquis is one that constantly on the list. I believe one of the conference I attended also list Westin as the designated conference hotel. Of course, I wouldn’t be surprise some hotels take full advantage (or abuse) of this “conference location” exemption, just like we try to get the most out of SPG program. The only difference is we are the customer and we can vote for our wallet.

Thanks on the update guys...

Well, I will definitely move my business elsewhere... but honestly, I don't think I will make much of an impact. I've already told them and Starwood Guest Services... but this being New York, the Westin Times Sq certainly did not care.

Simply put.. the hotel is too big to offer consistent service. Front desk check in can be a nighmare sometimes.

Just me, but after having experienced 10 a.m. and 11 a.m. check out times at some hotels, I am very appreciative, when due to platinum status a hotel will accomodate a 2 p.m. or 3 p.m., sometimes even a 4 p.m. checkout.

I've always been curious how the hotels can accomodate on this because with check-in being 3 p.m. at most hotels, most platinums being assigned to the same group of upgraded rooms, with those same platinums requesting extended check-out times.

I can see this benefit being eliminated if everyone complains each time that they are denied an extended checkout all the way to 4 p.m. Be careful what you complain about.

What's Lurker's take on this? BTW is he well? I have not seen him around lately on FT, but then again, the last couple of weeks on FT have been rather problematic in terms of communication. :)

I'm supposed to be at the Westin TS the last weekend of April. I chose this location basically b/c the lounge is open all weekend, it was new and seemed nice in the Starwood Best of magazing, the location and I didn't care for the W TS the last time I stayed there. Basically I can stay at any NYC property but the St. Regis.

Should I go elsewhere?

I'm supposed to be at the Westin TS the last weekend of April. I chose this location basically b/c the lounge is open all weekend...

Well I guess we know where the Freddies Post-Party is being held ;)

FYI, Westin Times Square is one of the Official Hotels for the New York International Auto Show (and the conference rate is $199 only :confused: ). The press preview is today (although open to public 04/09-18) so that might be the reason if GB was denied 4pm checkout yesterday.

Do not believe this is a "resort" or "conference" property though

Oh I don't know about that, since we're planning a conference both at Javits and at the Westin Times Square in July 2004. If they have meeting rooms, then it is probably considered a conference property.

i live about 20 blocks from the Westin TS. let me assure you, this hotel is not convenient to the Javits Center. it would be one heck of a walk, particularly in the winter. and, walking west from the Westin TS is not the safest of areas, particularly at night (unless you want to buy unmentionables).

so, calling this a conference hotel due to the Javits Center is not really accurate.

Just wrapped up another stay at the Westin Times Square.

The hotel now has a Starwood Preferred Guest check-in line for Golds and Platinums. I waited about five minutes to get in. The agent was nice enough, apologized that she could not upgrade me saying the hotel was sold out all weekend. It was no big deal for me. She also thanked me for my repeat business and for being a Platinum.

I was upgraded to the 44th floor with a nice view of New Jersey. That was a decent enough upgrade for me. When I asked the check-in person about getting a 4pm checkout she said should not be a problem.

The only thing she did forget was to ask what was my choice of a Platinum ammenity was. I was in a rush to meet friends for dinner at Don Shula's and get to my room, but remembered later.

The other problem was that I could not use Video Checkout (it's been "out of service" all but one time I stayed here.) Went to checkout at the desk and asked to get my Platinum ammenity. The agent said she would make sure it was posted.

Guess Flyertalkers have different experiences at this property. I've booked award stays for friends who've been treated well (even upgraded to nice rooms.) I've been satisified here.

Oh on another note... the lounge closes at 8pm so any "Post Freddies Party" will either have to be at Bar 10 (at the Westin TS) or elsewhere. :)

Catman, How is the lounge at the Westin TS?

Hi Trojan Horse!

It's a decent lounge in a separate room.

Platinums and invited guests get a continental breakfast of coffee, juices, pasteries and fruits and some cereals (I was happy the last time they had Frosted Flakes! :) ) There are also several television sets and a variety of newspapers.

I only did the evening visit to the lounge once. They had a decent supply of hot hor'd'vors and light soft drinks. The harder stuff is by an honor system. You can charge the drinks to your room, but be careful... it can get pricey! :)

Sometimes they will check if you are really a Platinum or an invited guest, sometimes they won't. They did the last time I was there. It's no big deal.

It's a nice place to get a decent breakfast or relax with a drink before dinner. The lounge is open till 11a for breakfast, 5p to 8p on evenings. So it can't be a Flyertalk all night hang out place. It's a nice place to catch up with friends though.

I stayed at this hotel once before and was told to wait an hour while they prepared a "beautiful" room for me... the room was no different that any other.... Asked for a 4 PM check-out, told no way 1:30-2 PM was the latest....

I am staying there again this Friday and booked a junior suite as I couldn't chance an upgrade.... assigned room 3110 - hope that's good....