Starwood Preferred Guest - Platinum and walked? Post your experiences here!

I hope that other Platinums haven't suffered the same fate as I did, but, just to be sure....

Finish work on my due diligence engagement at 3am. Head off to the W Court to check-in with a guaranteed late check-in through my corporate TA.

"I'm sorry sir, but we've given your room away".
"Couldn't you have called me"
"We don't have your telephone number on file"
"But my platinum number, with all my contact information, right?"
"Yes sir, but you've never stayed here before... I can enter it in now if you like"
[more YYCOllie being frustrated and tired]
"I've called around, and all the other W's have smoking rooms"
"How about the Westin Times Square, or the St. Regis?"

And back to the Times Square I go with $10 for the cab (woohoo, I got to keep $4 in change!), the room comped (doesn't matter, since my company pays), and apparently, 10,000 starwood points (although they haven't posted yet, and the hotel's redemption rate is 12-16k).

What frustrates me are three things (and appreciate any clarifications)

1. According to New York State Law, if someone is in the hotel and decides to "extend" their stay, the hotel can't kick them out.
2. The front desk agents could have walked someone else who hasn't demonstrated loyalty to their brand (60 nights last year, 35 nights this year).
3. Since I was checking in ridicuously late, the hotel could have made all these arrangements in advance, and called me to advise (similar to my airline calling when a flight gets cancelled)...

Welcome to Bittertown. I suppose I should be happy I got a non-smoking hotel room at the Westin Times Square... But when I lost 20% of my sleep that night (5 hours to 4), kinda makes me upset.

So, anyone else have any experiences like this? Especially Plats?

Sorry to hear about your experience...

One question: Why didn't you call the hotel earlier to let them know you were arriving late? I always make a point of calling either the Concierge or the hotel directly to advise them of my late arrival.... i know the room should be guaranteed reagrdless of arrival time (i.e. you are billed for the night anyways). i don't assume anything...

Great point - but why should I have to reconfirm a confirmation # with late arrival guarantee?

Great point - but why should I have to reconfirm a confirmation # with late arrival guarantee?

You shouldn't, but it's a fact of life that hotels, sadly, operate similar to airlines when giving away rooms despite a guaranteed reservation. As for the calling ahead--a good idea, but not foolproof. I once called from the Detroit airport when stranded by storms to let a certain Portland, OR Starwood hotel know I would be arriving around midnight. The response: "Thank you for letting us know, sir. We'll have your room waiting whenever you arrive." The reality: My room was sold, I was walked, and ended up cabbing it across town to a moth infested dump at 1 am. The Starwood hotel manager and I had an interesting conversation the next morning.

If I can get walked to a hotel of equal or better quality + get stay credit + 1 night free + bonuses, then I look at a walk the same way I do a bump:

YES, PLEASE! :)

Guarantee means guarantee- it means you don't need to call, it means they can't give the room away. They expect you to honor it- if you don't show they will still bill you. If it is not guaranteed, use some other word, and then all will understand up front.

Guarantee means guarantee- it means you don't need to call, it means they can't give the room away. They expect you to honor it- if you don't show they will still bill you. If it is not guaranteed, use some other word, and then all will understand up front. I agree with you 100%. I have never had this issue come up, yet. I do arrive late a lot, but normally 11 pm or so. Whatever the last flight in is. It all comes down to are they chargeing for the room. Yes the airlines do the same thing, but they do it 10-15 minutes before the plane leaves. At least you know the rules their.

what I don't understand if they can kick someone arbitrarily, why do they still have the "cancel by 6pm the day before or you will be charged for a full day" policy?

I was walked as a Platinum last fall in Norfolk VA at the Sheraton Norfolk Waterside Hotel. The clerck at the desk said that I was the 2nd Plat that she had to walk that night. She mentioned that the manager hadn't bothered to look at anyones staus as far as who got walked and who didn't. I demanded a lot of points and got them after a sencond phone call. I had never heard of being walked as a top tier guest before.

So after an exhausting day at work, I try to check into a Sheraton in PHL area at around 12:30am. I make it up to the front desk and am promptly told that they are sold out tonight and that I would be comped in a Comfort Inn 30 minutes away. To be honest, I was quite shocked as I have never had an issue with Starwood before.

I informed the desk agent that I was platinum and I thought they were supposed to save my room given that my reservation was guaranteed with a CC. They apologized and said that I would receive 1 night worth of points but they still had no rooms. I then asked if I could stay at the Marriott or Hilton which were nearby and highly preferable not only since they are nicer than the Comfort Inn, but also since I at least knew how to get there. The desk agent then made the requisite calls and I was comped a room (albeit smoking).

The next day, I did receive an email from the Manager of the Hotel with an apology and information that the points would be posted within 72 hours.

All and all the outcome was acceptable. The hotel took a gamble that I would not show up and when I did made a reasonable attempt at a solution. It would have been nice if the staff knew I was Platinum and proactively tried either to contact me via my profile or be prepared to book me into a more acceptable location without having to ask them if/when I showed up at the hotel. However I guess these things happen "on the road"

http://www.snopes.com/business/consumer/badhotel.asp

This is from a Doubletree, not an SPG property. Nevertheless, I found it pretty funny. :)

Great point - but why should I have to reconfirm a confirmation # with late arrival guarantee?

Agree completely but had this happen to me a few years back in Seattle so I have my assistant call the hotel if I am going to arrive much later than 10pm.

Wasn't a platinum at that point so maybe having status would have avoided the issue but I'm sure it still happens from time to time.

I was walked once last year at the Sheraton Suites in Alexandria VA. Wasn't a Platimun at the time, only gold, but the guy who checked in a minute before me was. Anyway we both were walked, and to a nasty Best Western about 15 minutes away.

I usually check in pretty late, and that was the only time it's happened.

I just walked out of the Westin LAX last week. I had a suite blocked, I spoke with the front desk before I left NJ to LAX, and when I got there, they had given it to someone else, and offered me a regular room at the same rate. I assume this is because I arrived late night, but I addressed this with the front desk before I even got on the plane.

I told them that I was only staying for 10 hours, and I asked for free internet and/or free parking, both of which were denied after the desk guy went to the back room.

I told him that if I was going to stay at a normal room, I'm going to stay in a normal room at the Hampton Inn a block away, which I booked while the guy was in the back room. I saved some coin, got free internet, free parking, and free breakfast.

One thing to mention - THIS IS MY PRIMARY HOTEL. I run more nights at the Westin LAX than any other hotel anywhere, and more than all other starwoods combined. I am platinum and have had a decent relationship with this property for a couple years.

This was the second time I walked out of a starwood in the past two months - the other time was Sheraton PHX - where I discovered the Hampton a block away from there.

It turns out that I am spending thousands of dollars a month for hotels in LA, and my company is more than likely going to swap out my hotel budget for an apartment budget - which means that I will probably lose status in a couple different hotel chains and go down to gold on starwood, but I guess that's how the Westin LAX wants it.

I had plans to stay at this same property for an 8 night trip this week, and I decided that I was not going to deal with these people until I got an apology. I am in the middle of this stay right now, in a rented apartment rather than the hotel. I don't get the starpoints, but I do get a much better location, much more space, and no housekeeping calling me to ask why I have a do not disturb sign on the door.

I also have not heard anything back from the hotel manager wondering why one of their best customers walked and is not coming back. Too bad for them, I am cranking out LA nights this year. I think the hotel is returning to its roots of sucking, and all the work Mr. Grisar did to fix the place has been forgotten.

This wasn't "platinum and you decided to walk", was it?

How about "platinum and my non-status friend was walked"? I had one of those at the Sheraton Bellevue when we both arrived late since the last UA SFO-SEA flight was delayed inbound into SFO. I got my room. He was walked.

-David

I arrived at about 2:00 am (with guaranteed late arrival) and, despite 5 people in the check-in line, all of the agents disappeared into the office. One finally came out and admitted they had no rooms due to a number of unplanned overstays. After 30 minutes in line, I asked for a supervisor, and that they "get the walk over with" (down to the Sheraton?) so that I could get a few hours of sleep before my 7 am ride to Orange County.

EVENTUALLY the supervisor came out, and she said that she had cleaned the room herself, and gave me my key. I was given 4,000 points (unsolicited) for the lengthy wait. (Incidentally, the room was *extremely* clean, although the bed wasn't very well made ;)

Interestingly, when leaving in the morning, I noticed that my rate was well in excess of the "maximum" rate for that room, as posted on the back of the door. I went to check out and asked the clerk for a rate adjustment (down to the "maximum" rate), since I evidently hadn't received the room category I reserved. He resisted, and ultimately came back to offer me a compromise rate that still exceeded the rate on the door. I said that I was in a hurry, that a compromise wasn't acceptable, and that he could charge me whatever rate he wanted -- but to be sure to write his name on the folio so that I could take it up with the state. He instantly adjusted it to the rate on the door (without any apology.)

Not somewhere I'd race back.

Last month I was walked at the Westin Chicago River North because my reservation made more than a month previously had not been downloaded from the Starwood Reservation System to the Westin Chicago River North property. From that experience, I learned it is essential that I must carry a printout of my reservation so that when situations like this arise, I can convince the desk clerk that I indeed have a reservation.

Here is the link.
You do not have a reservation with us, sir. (http://www.flyertalk.com/forum/showthread.php?t=558320) :confused:

So to follow-up my experience (walked from W Court to Westin Times Square)

1. Hotel comped
2. Got the hotel stay credit
3. Got 12,000 points

Off to the W Tuscany this week!

So after an exhausting day at work, I try to check into a Sheraton in PHL area at around 12:30am. I make it up to the front desk and am promptly told that they are sold out tonight and that I would be comped in a Comfort Inn 30 minutes away. To be honest, I was quite shocked as I have never had an issue with Starwood before.

I informed the desk agent that I was platinum and I thought they were supposed to save my room given that my reservation was guaranteed with a CC. They apologized and said that I would receive 1 night worth of points but they still had no rooms. I then asked if I could stay at the Marriott or Hilton which were nearby and highly preferable not only since they are nicer than the Comfort Inn, but also since I at least knew how to get there. The desk agent then made the requisite calls and I was comped a room (albeit smoking).

The next day, I did receive an email from the Manager of the Hotel with an apology and information that the points would be posted within 72 hours.

All and all the outcome was acceptable. The hotel took a gamble that I would not show up and when I did made a reasonable attempt at a solution. It would have been nice if the staff knew I was Platinum and proactively tried either to contact me via my profile or be prepared to book me into a more acceptable location without having to ask them if/when I showed up at the hotel. However I guess these things happen "on the road"
Just the points for the night? Ewwww!

Just the points for the night? Ewwww!

Actually I should have clarified the post above. The points for the night meant the points for the hotel category for the night. In other words: 7,000 points, as consistant with starwood policy. It also turns out that the hotel manager/director included some additional points. All and all an acceptable solution.

Earlier this year, arrived at the Sheraton Hartford around 11:30 p.m. Long time Plat here and have stayed at that property dozens of times. Given the usual story about sold out and can't kick out current guests per state law (which seems odd that state law has no problem with kicking me out...?). Walked to a Crown Plaza down the street. Drove there, since I had a rental car. Oops...Crown Plaza said no rooms either! Called Sheraton back, front desk night shift clerk. Told the Mgr who arranged for the CP room block had already left. Asked for her to be hunted down regardless of where she was. (It's 12:30 a.m. now and I'm sitting in a rental car in some random downtown Hartford parking lot). Told didn't know how to do that. Does she have a cell phone? Dunno, and don't know the number. You mean, if the hotel burns to the ground some night and the front desk manager is home, she can't be called...? Never did find the manager again. Gave up, called multiple other hotels, all sold out. Called SPG Plat line...finally found a room in Springfield, MA - 25 miles away (stay there a lot too). Drove, checked in, finally got to bed around 2:30 a.m. Spent the 3-day stay driving back and forth. Did I complain to SPG - you betcha. Got 25,000 pts and deserved every one of 'em.

When I was staying at Sheraton (not so) Grand Sacramento about 2 years ago, the sold out (oversold) situation happened. I was a regular guest and I helped them a lot in terms of improving their customer service quality. ;)

Anyhow, on the next morning, I learned my colleagues who were also platinum members (2 platinum, 1 gold) got walked to Hyatt nearby. As far as I remember, they all arrived at the hotel before me. :confused: When I got back to the hotel later, a front desk agent told me that the front desk manager who always appreciated my free customer service training to his staff ;) did check-in for me earlier on the day as he knew the hotel was running out of a room. I got my usual king, non-smoking club room.

I appreciated his proactive help, but felt really sorry for my colleagues who had to move to another hotel around midnight...

Walked as a Plat 6/21/2006 Harrisburg, PA Four Points

I was walked tonight from the 4 points in Harrisburg, PA. Arrived about 10:20pm, to see an unhappy guest at the desk. My first thought was "I hope he doesn't get mad at me when they have held a room for me as a Plat and not him" Turns out I was walked too. Desk clerk stated they had a "large" group not check out today as planned. Was walked to the Wyndham about 5 miles away, given a crappy "priceline" room, no free wifi.

I'm upset, and I hope I still get my points for Starwood since this stay was part of the "spend 4 nights at the 4points and get 4000 points.

I was walked a couple of days ago from the W Silicon Valley. Got there at 12:30am or so, and was told that my reservation cannot be honored due to people unexpectedly over-extending.

They reserved me a room in a nearby Quality Inn (all nicer properties were fully booked) which I declined. The final arrangement was a room in the St. Francis in downtown San Francisco - woohoo, I was in bed by 3am. Not so great when you have an 8am breakfast meeting to get to in the Valley, but still, better than the Quality Inn I think.

I got an email from them today, offering to pay for the 1st night at the St. Francis and 7k points (equivalent to 1 night at their hotel). I would normally say this is fair compensation, had they been able to arrange for acceptable accommodations in their stead... But having to face the choice between a fleabag motel or a 40-mile drive after 24 hours on airplanes, at 1 in the morning: it doesn't sound like a great deal.

What does everyone think?

What does everyone think?

That all the stories in this thread suck a whole lot.

Guarantee means guarantee- it means you don't need to call, it means they can't give the room away. They expect you to honor it- if you don't show they will still bill you. If it is not guaranteed, use some other word, and then all will understand up front.

You are specifically guaranteed that you will receive a room. It doesnt necessarily mean you will receive a room at the hotel you actually booked at. You can read any hotel chain's walk policy/guaranteed reservation policy and it will not say that a reservation guarantees you a room at the specific hotel. It just says you are guaranteed a room.

While it would be nice if hotels didnt have to overbook, its a fact of life in order to be able to sell out, make money, etc.

You are specifically guaranteed that you will receive a room. It doesnt necessarily mean you will receive a room at the hotel you actually booked at.

I'm sorry, that's just BS. What you're saying might hold up in court (or it might not) but nobody treats reservations this way. Not the customers, not the hotels. This is why the hotel is apologetic when they have to walk you, instead of nonchalantly saying "Welcome mrhotelman, I see you made a reservation with us here at the St. Regis, we're glad to see you, let me call you a cab to take you to Motel 6 between the ghetto and the poor people's mall, you'll be spending the night there."

Are they just following best business practices to try and entice you to return to the chain later? Or are they afraid of some legal repercussions? It doesn't really matter, as long as some reasonable effort is made on their part.

Now at least I'll know to call ahead and let the hotel know if I'll be arriving late - you know, just to ensure that they at least honor the very minimum of the sugary BS in their confirmation emails: "We've received your reservation and wanted to ask if you'd like anything special while you're with us." How about just plain & simple keeping your word?