Starwood Preferred Guest - When will Starwood start to retain their customers?

I’ve been a loyal Starwood customer (Platinum) for the past four years. I was lured to the program by great hotels and the great promotions. Last summer I decided to try Hyatt because of the Faster Free Nights promotions. Since Starwood hadn’t run their program in some time, I decided to give them a try. From my experience, they have fewer properties, but they are much nicer and competitive with Starwood prices. While I stayed at the Hyatt in Charlotte, NC last week, I noticed they started the Faster Free Nights promo is back. When will Starwood ever bring back the promotions that make them stand out? They’ve lost about 25 nights of business and about to lose much more.

I’ve been a loyal Starwood customer (Platinum) for the past four years. I was lured to the program by great hotels and the great promotions. Last summer I decided to try Hyatt because of the Faster Free Nights promotions. Since Starwood hadn’t run their program in some time, I decided to give them a try. From my experience, they have fewer properties, but they are much nicer and competitive with Starwood prices. While I stayed at the Hyatt in Charlotte, NC last week, I noticed they started the Faster Free Nights promo is back. When will Starwood ever bring back the promotions that make them stand out? They’ve lost about 25 nights of business and about to lose much more.


I think the next round of Promo's should begin for next month, so fingers crossed for a good one.

It's evident that many find important to their hotel choices,*wood starting new or matching others' promos and I understand that. For me personally, the more important aspect is delivering on existing elite benefits.

I'd put 1) making promos more available to all SPG members, 2) a web site that respects its members' time and is reliable and 3) delivering the Plat. benefits consistently across the brands and without member hassle to be among the more important priorities for *wood. I've had some great stays and superior recognition this year but it hasn't been consistent. Also, I don't know why a property would have a "trainee" be the one to check in Plats., (has happened several times), unless the Plat. has already been appropriately pre-upgraded per the Plat. terms -- and that has not always been the case! Nothing like an apology I've received several times that "I'm sorry, I'm not that familiar with the Starwood program" to generate confidence in Plats. as to their value.

I'm going to lose my platinum after this year, partly because of the lack of promotions and partly because platinum benefits are not that big a deal. When *wood used promotions more broadly, I tended to move all my business to them when possible. Now I stay at *wood when I like the property and when it is convenient. So I'll probably only do 30 or so stays this year. It's sad, because it used to be the best program by far. Now it's not much better than Hyatt or Hilton.

I'm going to lose my platinum after this year . . . I'll probably only do 30 or so stays this year. . .

The good news for you is that 25 stays is all it takes to renew your Platinum status.

I was Platinum for about 5 years and didn't have enough stays last year to re-qualify, due to slow business travel. Wrote Starwood a letter explaining the situation, and that I was a loyal Platinum for so long.

I got a letter back stating that I had only contributed something like $4800 in revenue and that for an exemption, I'd need to have $8000 - so tough luck. Some love from Starwood, eh?

Nowadays, I try to find the best hotel near the location I need to be - forget trying to drive an extra 10 miles just to stay at Starwood properties if they don't realize that loyalty works both ways.

I've given up on all hotel chains, since Starwood's behavior in this matter is no different from any of 'em.

I'm sitting here with a 100+ nights already this year. Due to the inconsistany of the benefits, so few promotions and the deterioration of so many properties they won't be getting much more of my business. There are one or two properties I will stay with but they remember how to treat Platinum members and I adore the properties, other than that nada to Starwood for the rest of the year.

I am less interested in hotel amenity programs in general. I can understand their position on not awarding benefits or points for the use of opaque booking tools, but I don't like it. I think they should try to reward their most loyal customers with competitive pricing. But that is for another time and soapbox.

I have strayed from Starwood specifically for the following reasons:
1) Complete blurring of SPG Preferred "Plus" and "Gold."
2) Devaluation of the Westin brand across the board.
3) Continual gouging of the business customer for toll-free/local calls and high-speed internet access, despite market evidence that customers dislike such tactics.
4) Inconsistency in honoring published program amenities.
5) Lack of follow-up on complaints.

I still believe, on average, that Starwood has some of the best hotel properties out there. However, that doesn't offset the problems I've listed above. I'll continue to accrue Starpoints via my AMEX. But stays via Starpoints are the only stays Starwood will be getting from me.

HI
I am at about 30 nights for this year. I will stop with SPG the minute I hit 50. Just enough to keep my Platinum for next year. I agree with a lot of what has been said in this thread. I like some of the amenities provided at the Hiltons and Hyatts including Free Internet Access.

Targetted Marketing in this context seems to be backfiring. Is it because we are all elite and would like to get targetted?


Cheers



PS: I dont remember being targetted by SPG eventhough I was PLT in 2001, 2002, 2003 and dropped to GLD this year. I didnt travel much in 2003.

I notice that no one here is saying that there is really a better option. There are a couple of things I think that set *wood apart from other programs.

1. The ability to use points if a room is available, regardless of night, or occupancy. That is certainly not the case with other programs.
2. 4pm late check out. I have tried to use late check out at other hotel chains with mixed success and I am equivilant status at the other programs. I always get the 4pm checkout with *wood.
3. Sheraton satisfaction promise. Twice I have had minor problems with a room. Both were fixed within minutes, but I still received, without asking the 2500 Sheraton promise points. Have you ever tried to invoke Hampton's 100% satisfaction promise. I have the room from Hades at a Hampton, complained, nicely at first, then not so nicely. I was basically told the promise is we promised you a room and we gave you one. That is all you get.
4. Outstanding reward opportunities. I have stayed at the Madrid Palace, Florence Excelsior, Venice Regina and Europa on points. No other hotel chain has the extent of reward choices, in my opinion.
5. The beds in Westins, Ws, and Sheratons are outstanding.

Each chain has its flaws, but overall I really feel that *wood is heads above the rest. Just my opinion.

I notice that no one here is saying that there is really a better option. There are a couple of things I think that set *wood apart from other programs.

1. The ability to use points if a room is available, regardless of night, or occupancy. That is certainly not the case with other programs.
2. 4pm late check out. I have tried to use late check out at other hotel chains with mixed success and I am equivilant status at the other programs. I always get the 4pm checkout with *wood.
3. Sheraton satisfaction promise. Twice I have had minor problems with a room. Both were fixed within minutes, but I still received, without asking the 2500 Sheraton promise points. Have you ever tried to invoke Hampton's 100% satisfaction promise. I have the room from Hades at a Hampton, complained, nicely at first, then not so nicely. I was basically told the promise is we promised you a room and we gave you one. That is all you get.
4. Outstanding reward opportunities. I have stayed at the Madrid Palace, Florence Excelsior, Venice Regina and Europa on points. No other hotel chain has the extent of reward choices, in my opinion.
5. The beds in Westins, Ws, and Sheratons are outstanding.

Each chain has its flaws, but overall I really feel that *wood is heads above the rest. Just my opinion.

pbiflyer,

I agree with your points and would add:

6. Platinum amenity - while 500 points is not a lot, I gladly take this offer from Starwood over the cookies, fruit plate, or apple pie that I get offered at Hyatt as a Diamond member.

7. Occasional upgrade - we all know that Platinum upgrades happen spottily, but once in a while is better than never. I have had one upgrade this year at Hyatt and know that Marriott never upgrades.

8. User friendly website - some may not like the spg.com site, but I find it incredibly useful. I have had no problem at all booking regular or award travel. Compare that to united.com which all seasoned flyers know to avoid when booking award tickets.

J

1. The ability to use points if a room is available, regardless of night, or occupancy. Make that if a standard room is available. The number of standard rooms, and their availability, may vary from property to property and time to time.

Now, SPG room night availability is generally good. Just don't mistake it for last room availability.

I notice that no one here is saying that there is really a better option. There are a couple of things I think that set *wood apart from other programs.

1. The ability to use points if a room is available, regardless of night, or occupancy. That is certainly not the case with other programs.
2. 4pm late check out. I have tried to use late check out at other hotel chains with mixed success and I am equivilant status at the other programs. I always get the 4pm checkout with *wood.
3. Sheraton satisfaction promise. Twice I have had minor problems with a room. Both were fixed within minutes, but I still received, without asking the 2500 Sheraton promise points. Have you ever tried to invoke Hampton's 100% satisfaction promise. I have the room from Hades at a Hampton, complained, nicely at first, then not so nicely. I was basically told the promise is we promised you a room and we gave you one. That is all you get.
4. Outstanding reward opportunities. I have stayed at the Madrid Palace, Florence Excelsior, Venice Regina and Europa on points. No other hotel chain has the extent of reward choices, in my opinion.
5. The beds in Westins, Ws, and Sheratons are outstanding.

Each chain has its flaws, but overall I really feel that *wood is heads above the rest. Just my opinion.

The beds I will agree with, though other chains are starting to catch on. Many of the other loyalty programs offer nights everywhere without much of a problem. As to status and getting something for it, how about Platinum Royal Amb. with IC or with Crowne Plaza? I don't mind emptying the mini bar in either place and always get an upgrade and I'm not even Royal. This is the program I would put *wood second too. *wood comes in last though in doing anything to retain us. You don't want to know the horror stories from trying to use my free nights earned in the spring.

The beds I will agree with, though other chains are starting to catch on. Many of the other loyalty programs offer nights everywhere without much of a problem. As to status and getting something for it, how about Platinum Royal Amb. with IC or with Crowne Plaza? I don't mind emptying the mini bar in either place and always get an upgrade and I'm not even Royal. This is the program I would put *wood second too. *wood comes in last though in doing anything to retain us. You don't want to know the horror stories from trying to use my free nights earned in the spring.


I've never had problems using my free nights with Starwood, ever.

I think the company is more focused on improving things for business travelers than most others. Much better than Hilton anyway!

At least when I check into a Starwood I know I'll be getting modern amenities I've come to expect such as high speed internet (wireless or otherwise) AND a comfy bed to boot.

I mostly stay at Hiltons also, and don't have a problem getting rooms there either being Diamond, but can't always count on highspeed internet (or even phone with two lines) in those.

I would be curious to know how Starwood fares in terms of employee satisfaction surveys. Hilton employees seem to be less of a happy crew (I had a friend who worked there and told me horror stories), and that likely will eventually effect your stay in some way. I used to fly Continental, and they (used to) always advertise about their high employee satisfaction, and it seemed like to me the service was good most of the time. Of course you always catch more flies with honey than vinegar anyway...

I would go out of my way more often to stay with Starwood if they did the free nights promo again. Especially when there is a Hyatt down the street with cheaper rates. How long has it been since the last one? Too Long!

I notice that no one here is saying that there is really a better option. There are a couple of things I think that set *wood apart from other programs.

1. The ability to use points if a room is available, regardless of night, or occupancy. That is certainly not the case with other programs.
2. 4pm late check out. I have tried to use late check out at other hotel chains with mixed success and I am equivilant status at the other programs. I always get the 4pm checkout with *wood.
3. Sheraton satisfaction promise. Twice I have had minor problems with a room. Both were fixed within minutes, but I still received, without asking the 2500 Sheraton promise points. Have you ever tried to invoke Hampton's 100% satisfaction promise. I have the room from Hades at a Hampton, complained, nicely at first, then not so nicely. I was basically told the promise is we promised you a room and we gave you one. That is all you get.
4. Outstanding reward opportunities. I have stayed at the Madrid Palace, Florence Excelsior, Venice Regina and Europa on points. No other hotel chain has the extent of reward choices, in my opinion.
5. The beds in Westins, Ws, and Sheratons are outstanding.

Each chain has its flaws, but overall I really feel that *wood is heads above the rest. Just my opinion.


Right on. No program is perfect, but *wood's availability seals the deal for me. Hyatt FFN is only thing that comes close.

I think the Starwood properties are the best of the chains with frequent stay programs, and because of this have been a Platinum member for several years. I am generally happy with the program and always receive upgrades when I stay at a Starwood property.

But yesterday my partner, who doesn't travel on his own at all, as in NEVER, received a one-year complementary Gold membership in Starwood in the mail. This was not requested - it was just a mass mailing. I was floored. Why would Starwood give something like this away to someone who would have no use for it? Are they sending these out all over the country? What will this do for those of us who pay a lot of money to Starwood in order to remain at the Gold and Platinum levels? Does this mean there will suddenly be 1,000's of people competing for upgrades? This action made me wonder whether Starwood really values its Gold members to dilute the worth of their membership this way.

Starwood doesn't really have an incentive to woo frequent guests right now; they're doing just fine.

From a WSJ article on 7/6:
"Starwood says it saw a 15% increase in business travel in the first quarter. In New York, Starwood's business is up as much as 30% from a year ago. "

I never suggested that SPG was a bad program -- just that they are not what they used to be. I used to go out of my way to stay with them -- and to maintain my platinum status. But no more. I will stay at gold and stay with *wood when it suits my needs. The erosion in the loyalty program and eroded my loyalty.

But yesterday my partner, who doesn't travel on his own at all, as in NEVER, received a one-year complementary Gold membership in Starwood in the mail.

Ouch -- this is really bothersome to know. I had to earn my gold status the tough way this year... bummer.

I think the Starwood properties are the best of the chains with frequent stay programs, and because of this have been a Platinum member for several years. I am generally happy with the program and always receive upgrades when I stay at a Starwood property.

But yesterday my partner, who doesn't travel on his own at all, as in NEVER, received a one-year complementary Gold membership in Starwood in the mail. This was not requested - it was just a mass mailing. I was floored. Why would Starwood give something like this away to someone who would have no use for it? Are they sending these out all over the country? What will this do for those of us who pay a lot of money to Starwood in order to remain at the Gold and Platinum levels? Does this mean there will suddenly be 1,000's of people competing for upgrades? This action made me wonder whether Starwood really values its Gold members to dilute the worth of their membership this way.

I have an upcoming stay at a Sheraton in Montreal. I called SPG customer service and asked if they could match my gold status with Hiltons because I could stay at Hilton for the same price and have a free breakfast and the agent said she would give me free gold status until Feb 2006. I gladly took it, called back the hotel in Montreal and requested my upgrade.

Now, I have a choice between Sheraton and Hilton when I travel. I think its great and Im happy. We only travel for pleasure, so I'll never have enough stays to become platnium.

I have an upcoming stay at a Sheraton in Montreal. I called SPG customer service and asked if they could match my gold status with Hiltons because I could stay at Hilton for the same price and have a free breakfast and the agent said she would give me free gold status until Feb 2006. I gladly took it, called back the hotel in Montreal and requested my upgrade.

Now, I have a choice between Sheraton and Hilton when I travel. I think its great and Im happy. We only travel for pleasure, so I'll never have enough stays to become platnium.

This irks me a little. SPG would make gold so cheap!!! :td: :td: :td: Why doesnt SPG try something like AA. AA has put the squeeze on freebie statuses. They have challenges. I dont think that would bother me as much.

But yesterday my partner, who doesn't travel on his own at all, as in NEVER, received a one-year complementary Gold membership in Starwood in the mail. This was not requested - it was just a mass mailing. I was floored. Why would Starwood give something like this away to someone who would have no use for it? Are they sending these out all over the country? What will this do for those of us who pay a lot of money to Starwood in order to remain at the Gold and Platinum levels? Does this mean there will suddenly be 1,000's of people competing for upgrades? This action made me wonder whether Starwood really values its Gold members to dilute the worth of their membership this way.

Seriously, this was I how I got started on *wood. Previously, I didn't give a rip to where I stayed (in terms of brand loyalty) and quite enjoyed trying a different hotel every time I travelled. One day, I got the SPG Gold for free and that got me hooked.

For Gold, you're definitely not getting a HUGE amount of benefits (HH Gold is much better) but what it DOES give you is 50% more Starpoints. That's why I go out of my way to ensure I re-qualify for Gold now. Not enough for Plat though, I quite like my HH Gold too, :D

Same here - my wife got an unsolicited offer from SPG in the mail in conjunction with United Airlines. Made her gold thru Feb 2006, even though I am the one always traveling and staying at Starwood. Nice to know that I will have stayed at Starwood more then her, yet my status will likely be below hers, even though she never stayed there... :td:

Ouch -- this is really bothersome to know. I had to earn my gold status the tough way this year... bummer.

My cut backs with Starwood revolve around:

- Loss of Plat Concierges with no notice. This really upset me as I had a good, personal, rapport with my Concierge. No notice, woosh and she was gone. A new one came and went almost immediately, since then nothing. I personally don;t have time to make an International phone call to ask them to request an upgrade for me; an email was so much easier.
- I tend to stay at places where I normally get upgrades - usually in London and LA.
- Lack of promo's is a big thing - I earn so many more bonuses with Hyatt that I have a preference for them by a long way.

Make that if a standard room is available. The number of standard rooms, and their availability, may vary from property to property and time to time.

Now, SPG room night availability is generally good. Just don't mistake it for last room availability.

Most Starwood hotels will offer more than just the traditional room for points. Most properties will offer there upgraded rooms however these rooms will cost more points but it is no different then paying more for an upgraded room. You will need to actually call spg as you cannot book the upgraded rooms for points online.