kittygator
Dec 31, 04, 1:37 pm
Brookhollow Sheraton Houston. A "credited stay" denied - Day Rate gets no credits. I checked in to the hotel on Thanksgiving. Web-booked, prepaid and non cancellable. I live in Houston, just needed the extra stay to requalify for Platinum. This one gave me 25. Later found out - on SPG site - that got no credit for the stay. Questioned this on the "Missing Stays" link. Got back a wonderful message saying:"take it up with the hotel".
Called the Platinum 888 number. Apparently the hotel simply converted the pre-paid stay to a "day rate stay". And day rates do not get members any credit. SPG phone rep (Robert) stated that the hotel itself controls this. Seemingly didn't care one whit whether the issue was resolved or not.
Two issues. (1) How does a hotel get off unilaterally changing a credited stay to a day-rate stay especially when it was prepaid at a higher rate?
(2) SPG Customer Service used to be unfailingly polite and helpful. Is my experience some sort of precursor of things to come.
Anyone else had the pre-paid to day-rate experience?
Called the Platinum 888 number. Apparently the hotel simply converted the pre-paid stay to a "day rate stay". And day rates do not get members any credit. SPG phone rep (Robert) stated that the hotel itself controls this. Seemingly didn't care one whit whether the issue was resolved or not.
Two issues. (1) How does a hotel get off unilaterally changing a credited stay to a day-rate stay especially when it was prepaid at a higher rate?
(2) SPG Customer Service used to be unfailingly polite and helpful. Is my experience some sort of precursor of things to come.
Anyone else had the pre-paid to day-rate experience?