Starwood Preferred Guest - Platinum Status Not Reflected on Reservations Today

I just attempted making a reservation online for the W Hotel Lakeshore in Chicago and the email confirmation I received stated 0 stays for the year and a notation "only 10 more stays needed until GOLD". I'm a platinum and already have 14 stays for the year so I thought it odd and cancelled and tried again, this time putting a 'P' in front of my number when I made the reservation and the same incorrect confirmation came up.

I then called the platinum desk and told her of the situation and she stated that I was clearly labeled as Platinum in the system and I went ahead and made the reservation with her. When I received the email confirmation the same thing happened and although it notated my account with the correct number of Starpoints, it still had me at 0 stays and as just SPG preferred status level with no indication of Platinum.

Now I've had the problem before where I checked in (Westin Century City) and they had no advance idea that I was platinum and apologized that they had no suites available - even though earlier in the day I had noticed suites available online. On many occasions I have my room upgrade already indicated when I check in - especially in Europe.

Is something wrong with the system today? Has anyone else tried to make reservations that are emailed back with incorrect status indication?

Thanks for the heads up. Apparently some formatting has gone wrong. The tech gurus are working on getting it corrected. In the meantime, all information is being forwarded to the hotels correctly, but the confirmation letters are not working as they should.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Thanks for the heads up. Apparently some formatting has gone wrong. The tech gurus are working on getting it corrected. In the meantime, all information is being forwarded to the hotels correctly, but the confirmation letters are not working as they should.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Thanks William, I thought it was just me. ;)

Have a great weekend.

On a kind-of related note, I *consistently* get recognized as Gold at properties that I've last visited back when I was Gold (now Plat). Ie. the status or any of my other details aren't updated automatically at *any* of the properties I've frequented.

This can happen even if I hand over my card -- the front desk associate just quickly states that "oh, we already have your spg number in your system", and I've left to feel that they just have poor Plat recognition.

During my current stay I inquiried for the 500 points since I didn't get asked for a Platinum amenity, and got "oh, we only do that for our Platinum members". When I presented my current Plat card, I got back an informative story about how I needed to requalify for Plat every year and since I hadn't I was now back to Gold.

So, this thing a) seems to be a problem everywhere, consistently, and yet b) front desk staff doesn't seem to be aware of it.

I don't know which of those issues would be easier to address, but being in the software business myself, I'm guessing b.

I made 3 reservations last night and all of them showed the same problems as the OP.

Each of the 3 confirmation emails tells me that I have had 1 qualifying stay and am 9 away from Gold. In reality I am a Platinum with 9 stays so far.

The other thing I noticed is that the "Special Requests" box comments are no longer being reproduced in the confirmation email either.

I made 3 reservations last night and all of them showed the same problems as the OP.

Each of the 3 confirmation emails tells me that I have had 1 qualifying stay and am 9 away from Gold. In reality I am a Platinum with 9 stays so far.

The other thing I noticed is that the "Special Requests" box comments are no longer being reproduced in the confirmation email either.


Ditto. IT must have the weekend off ;)

Thanks for the heads up. Apparently some formatting has gone wrong. The tech gurus are working on getting it corrected. In the meantime, all information is being forwarded to the hotels correctly, but the confirmation letters are not working as they should.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services


Perhaps unrelated, but last weekend I checked into the Sheraton-LAX and they didn't recognize me as Platinum, because they had a completely different SPG# associated with the reservation -- despite the fact that my confirmation had my SPG# correct.

Interestingly, I stayed in a different Starwood hotel the night before and there was no problem.