Starwood Preferred Guest - Nov/Dec Monthly Sticky - Top 3 Improvements - Platinum Program

What are the top 3 improvements you would like to see Starwood make to the Platinum Program going forward? Please provide details on your suggestions.

ldsant & Az Travels the World
*wood Moderator

Free breakfast. It's the one clear advantage that the other main programs offer (Hilton at the Gold level as well as Diamond) and SPG doesn't. Right now it's so hit and miss and confusing -- usually you get free breakfast if there is a lounge. However, the SPG site does not directly tell you if the hotel has a lounge or not.

Some other hotels offer a breakfast perk, but there is no way to know which. At the Sheraton Grand Sukhumvit you get breakfast and cocktails even though there is no lounge. At the Sheraton Singapore you get breakfast only if you don't get upgraded to a balcony room. Etc.

Just give us breakfast! If it worked liked Hyatt, where many hotels give you a credit which is only good for continental breakfast, then the hotels could pull back some money on the upgrades, drinks, etc and probably cover most of the marginal cost of serving an extra breakfast that way.

Sorry, I won't limit myself to just 3 right now. Once we have a bunch of ideas, I might be willing to cast my vote for top 3.

Assuming that Starwood won't yet include free HSIA for everyone at all properties, I'd like to see this is a Plat perk. (This will probably be in my top 3.)

Some form of certificate for a confirmed upgrade would be nice after X number of hotels nights/stays. (Really, this would be similar to getting bonus Starpoints that could only be redeemed for advance room upgrades.)

It doesn't matter to me personally, but I think that Plat should also be attainable by reaching a personal spending level at Starwood properties. No, I don't think that non-Starwood spending on the Amex should count. (And I recommend that debates on this opinion not hijack this thread since there are already threads that cover this.) But I also do not think that large bookings should count in this regard. I think that the 3-room limit should suffice. (And some corporate planner folks can probably work things out to their advantage in a loophole when they book the top suite as one of their three rooms.) So basically, earn say 200,000 base Starpoints in a year, and get Plat regardless of number of nights/stays. So if someone spends $100,000 for eligible hotel charges, then they get Plat.

Base elite qualification on a rolling 12-month year rather than on a calendar year.

An across-the-board Plat discount on award redemptions would be very nice. Or perhaps all awards could be automatically given a confirmed 1-level upgrade if available at time of booking.

Better information on the individual hotel websites about Plat perks including whether the hotel has a Club Lounge, what it includes, and what its hours are.

Either don't limit Free Night promos to Cat4, or allow those promo awards to be upgraded for Cat5 redemption by spending the 2000-6000 additional points that normally distinguish Cat4 from Cat5. (This could be across the board for all SPG participants, or a Plat perk for these types of promos.)

Offer ongoing incentives for Plats to exceed the 50 night / 25 stay threshold. Otherwise, what incentive do we have to not give additional stays to another brand in order to keep elite level at both brands? (This perk might not make as much sense if they switch to a rolling calendar for qualification. I haven't thought this out.)

Actually assign us the best room available upon checkin, per the EXISTING TERMS AND CONDITIONS of the SPG program instead of forcing us to go through the usual negotiations for an upgrade at checkin.

It is amazing that I am almost never assigned a room which is a true upgrade but after I go through an aggravating negotiation there is almost always one available.

1) Free HSIA
2) Free Continental Breakfast (or full breakfast if Continental is not available)
3) I second the "An across-the-board Plat discount on award redemptions would be very nice."

I personally dont see HSIA as it is often outsourced to 3rd party companies - at least here in Europe...

What I would like to have are the Hilton Top Benefits:
Free full breakfast and
single rate even if staying with two persons in a room!

2) Free Continental Breakfast (or full breakfast if Continental is not available)

Even though I am not a big breakfast eater, I would have stated this the other way around. When I bother to eat breakfast at the hotel, I want at least a basic full American breakfast and the ability to pay the cost difference to substitute or upgrade to something special. If breakfast is to be a perk, I would expect more than just the Continental.

First improvement: Post the bonuses points right. I am tired of chasing my platinum bonus points. Hilton has a follow up email and let you know they post your points after your stay.
Second improvement: Free bottle water. (borrow from Hilton)
Third improvement: Able to book guaranteed room availability online. (Again, Hilton let you do that).

First improvement: Post the bonuses points right. I am tired of chasing my platinum bonus points. Hilton has a follow up email and let you know they post your points after your stay.
Second improvement: Free bottle water. (borrow from Hilton)
Third improvement: Able to book guaranteed room availability online. (Again, Hilton let you do that).

Not sure where you're staying but when I stay at the Sheraton, Westin, or 4 Points I have always received at least one bottle of free water.

1. I agree with the upgrades without the haggling. I know that I am not the only person who just doesn't feel like beggin for an upgrade at 8 or 9 PM when I check in. I understand that upgrades have to be available, but I have been stuck in a regular room when the hotel was empty.

2. Add a status above Platinum for people who stay more a lot (100+ nights?)

3. More promos that are actually targetted to the loyal customers and not the ones that never stay with Starwood. The people who choose to stay at Starwood hotels all the time are the ones that deserve to be rewarded with the bonuses.

1. free hsia
2. super platinum level (50 stays/100 nights or 75 nights or something like that)
3. lifetime gold/platinum for maybe 5 or 10 years of platinum

In no particular order:

(1)Lifetime status

(2) At least Continental Breakfast (an old Westin benefit that disappeared - it was first a full continental room service OR restaurant, then changed to a lesser $ credit, then SPG did away with it)

(3) A (small number of) confirmable suite upgrades that are booked through SPG, not the hotel, so we don't get the hotel runaround. [I'd prefer it this way so there isn't some new "upgrade currency" floating around.] The T&C for the hotels and their respective noncompliance punishments would continue for not giving us the regular upgrades, too.

What are the top 3 improvements you would like to see Starwood make to the Platinum Program going forward?

1. Lifetime status. I'd like to take breaks from travel every 10 years or so.

2. AmEx FHR type of in-room credit. I want to have an opportunity to spend $$$ on what I need today, not on general stuff like HSIA or breakfast. Sometimes, when I'm on personal travel, I might better utilize $$$ for laundry then for HSIA.

3. Fix upgrade issues.

I'll get shot down here, but I would "enhance" Platinum by dividing it into the following sub-categories:

1. Platinum
For guests who requalify with 50 nights / 25 stays, but either:

a) total spend than US$10,000, or
b) fewer than 10 nights in Category 5 or above hotels.

I would limit upgrades to a single room category, but make them confirmable at the time of booking, and include free continental breakfast.

This is like Priority Club Platinum, for frequent HI / Crowne Plaza guests.

2. Platinum Elite
This is more like Priority Club Ambassador, for guests at 5 star Inter-Continentals.

You would qualify with either:

a) 10 or more Category 6 nights, or
b) 20 or more Category 5 or above nights, or
c) 30 or more Category 4 nights.

Stays would not be counted for requalification, only the number of paid nights.

I would allow upgrades to the best available room or suite (excluding Presidential suites), but on a standby at-check-in basis, and without free breakfast.

This change allows recognition of more than just Four Points 25 stays-at $100 per-stay road warriors, and matches benefits to the needs of the particular guest types.

I would make the Platinum requirement just 50 nights rather than only 25 stays. And you must stay at 5 different hotels. That would be more in line with IC Royal Ambassador. And it would be nice if SPG could then copy the awesome Royal Ambassador benefit of Free Mini-Bar. ^ Maybe they just need to reduce Platinum down to the top 1% as IC has tried to do. Let them figure out the math on how to do that.

I would also like to see better training for front desk staff, especially outside of the US. SPG actually does a darn good job of this as the LM merger showed, but you can't rest on your laurels and there is high turnover in this industry.

Lastly, please weed out the crummy hotels and continue to add nicer hotels to the chain. Demand excellence!

Oh, and free internet for Platinum! Especially at non-US properties. I saw an ad for Radisson that they were offering free internet at 800+ hotels. That almost, but not quite had me moving a lot of my business to Radisson. However if IC, or Hyatt or Sofitel makes that move, I would likely move a LOT of business away from Starwood. By the same token if Starwood does it, I will move even more business their way.

-Stimpy so far this year
80+ nights at IC
70+ nights at SPG
25+ nights at Mandarin Oriental
15+ nights at Hyatt
10+ nights at Sofitel
and a bunch at non-chain hotels

1) Personally, I would love rolling status so after I qualify for platinum this year the stays or nights after qualification count towards next year... For some of us that would almost be like lifetime status
2) Free breakfast
3) Free Internet

(2) At least Continental Breakfast (an old Westin benefit that disappeared - it was first a full continental room service OR restaurant, then changed to a lesser $ credit, then SPG did away with it)

Sure enough. I had never stayed at a Westin prior to the creation of SPG. Here was the benefit in 1997 and 1998 for Burgundy and Gold members (equivalent to today's Gold and Platinum):
Daily Breakfast Allowance
As a Westin Premier® Burgundy member, you will enjoy a daily allowance toward any breakfast purchase in any of our participating restaurants -- or through room service. In the U.S. and Canada, the allowance is $8 per day. The allowance will be comparable in locations outside the U.S. and Canada. (Special hotel offers may include a breakfast. Burgundy and Gold members may then choose which breakfast offer to receive.)

I also like the lifetime status suggestion. Something like 5 (consecutive?) years of Plat gets lifetime Gold. 10 years of Plat gets lifetime Plat? (I'd be a little worried that lifetime Plat could get out of hand. I can't imagine Starwood ever offering this.) Perhaps a compromise would be that lifetime Golds would be allowed an annual fasttrack to Plat. IOW, lifetime Golds would get an annual credit of X stays / Y nights towards their Platinum requalification.

The upgrade issues appear to me to be not only a training issue but an issue of trust. When we check in, we don't trust all of the check-in agents to reveal all of the available upgrade options. This trust does not exist because customers have been given false information too many times. Not that computers are without flaws, but is it possible that a screen in the reservations system could show upgrade availability in a customer-friendly display? IOW, the reservations computer would clearly display a selection of the currently-available upgrade options at time of check-in and the customer would be allowed to view this screen upon request. (Clearly, this only tries to address the problem at properties that utilize the standard reservations software. An interface from other reservation system software might could assist some of the other hotels.)

1) Free Breakfast
2) Bonus points if no suite upgrade is available (incentive for hotel to upgrade)
3) Free Internet at Biz centre (if theres no lounge with internet)

Not sure where you're staying but when I stay at the Sheraton, Westin, or 4 Points I have always received at least one bottle of free water.

Westin Paris : when housekeeping came round for turndown, I declined the turndown service but requested for a bottle of water. I was told to call roomservice instead !

Only three? ;)

The ability to get my negotiated rate when forcing a Plat reservation at a sold out hotel without having to wheedle desk clerks or managers when I check in who I know aren't supposed to do it.

Ability to confirm an upgrade prior to arrival. And without the stupid race to call in so many hours prior as airlines make you do. (I don't know what would be better, I just don't like the call in system.)

And when I'm on my own dime.

Free water and breakfast when I can't get an upgrade. And breakfast not restricted to any particular location in the hotel.

Free internet.

A $50 bill on the pillow when I check in. (Well you did ask :D)

1. Free In-room internet
2. Free breakfast (whether or not the hotel has a lounge)
3. Bonus points (charged back by SPG to the hotel) if the stay does not post automatically to the SPG account with the correct points.

First, i'd like to have the regular platinum benefits each time. ;)

New benefits:
1- be advised of the type of room assigned 24h before checkin (or cancellation deadline)
2- free internet
3- free breakfast

I'd like also:
- lifetime platinum for 10 years of platinum, (or at least decrease the number of nights to keep platinum benefits each year of platinum).
- more precision on spg website about benefits on each proprety

An across-the-board Plat discount on award redemptions would be very nice.

Wouldn't it be easier and more consistent to implement that as a Platinum bonus in starpoints earned? Plat and Gold already get an extra 1 point per $, so what you're really asking for is 2 bonus points or 1.5 bonus points to distinguish plat from gold.

I suspect that Starwood feels we already get such a platinum only bonus, via the 500 amenity points.

1. I agree with the upgrades without the haggling. I know that I am not the only person who just doesn't feel like beggin for an upgrade at 8 or 9 PM when I check in. I understand that upgrades have to be available, but I have been stuck in a regular room when the hotel was empty.


My suggestion would be a clear, consistent welcome, every property, every time, something like :

"Good evening Mr Flyer and welcome to our SPG property. As you know, as a Platinum member, you are entitled to an upgrade to the best available room, and tonight, I am pleased to inform you that our best available room is a suite/junior suite/club room/executive room and we have upgraded you with our compliments. And now please also select your preferred platinum amenity"

Wouldn't it be easier and more consistent to implement that as a Platinum bonus in starpoints earned? Plat and Gold already get an extra 1 point per $, so what you're really asking for is 2 bonus points or 1.5 bonus points to distinguish plat from gold.

I suspect that Starwood feels we already get such a platinum only bonus, via the 500 amenity points.
Yes, but it is a flat per-stay bonus that doesn't mean as much for a longer stay. Giving extra bonus points for eligible charges is not much of a perk when on an award stay. My proposal is to give an extra incentive for members to maintain their Plat status into the years that they cash in their points.

Hilton does this in the form of increased award availability and Diamond Force overrides, but SPG already grants standard availability. Hilton also offers special elite-level award pricing (GLONP/GLONP2), and I know of more than one person that has been driven to maintain elite status primarily to maintain that perk.

Now an alternative that I might like would be to get guaranteed award rooms at the standard award price when upgraded awards are available but the standard award availability is already sold out. (Grrrrr. Westin Maui.) This would probably be easier to implement if you could already book upgrade awards online.

Another nomination that would be unlikely: guaranteed SPG50 rate availability whenever rooms are available.

My suggestion would be a clear, consistent welcome, every property, every time, something like :

"Good evening Mr Flyer and welcome to our SPG property. As you know, ..."
...blah, blah, blah. While I hear your point, I would hate to get a canned speech. Reminds me of talking to the airlines on the phone when they always have to repeat to me that my RJ flight is operated by partner airline XYZ and then always ask me if I want to be transferred to rent a car or hotel at the end of the call. Or of the fruitless attempts to make the airline safety message into personal welcome. If it can't be genuine and personal and customized to what I care about hearing, I don't want to hear it at all. I might as well be checking-in at a kiosk.

At the Aladdin, I take the lead when I'm dealing with an agent that doesn't already know me. I make sure that they know that I'm a very frequent guest there before they waste their breath trying to explain which elevator I should use, etc. (Worse is when they freak out when they see me decide that the other elevator is the better choice.)

Assuming we are talking about net new and not just hoping we get what's in the T&C's, I would like to see:

1. A dedicated Platinum Check-in line that is actually faster, so that we get priority over the next non-plat in line. Often the SPG line is staffed by a single desk clerk, and if they are doing something for a guest, you can wait for some time, while the regular line with the rat races go faster.

2. Automatic use of Towers check-in desk when available. All resevations for Plats simply go there and not the regular front desk.

3. Ability to choose a room by room number when booking online, provided it is available.

DF

1. Platinum elite status
2. HSIA as platinum amenity
3. Free breakfast if no club level. The lounge at the Sheraton Premiere Tyson's Corner is closed this week, so they gave me a breakfast voucher. Something like this for hotels with no club would be sweet.

1 - free breakfast
2 - free internet
3 - Bonus points if no suite upgrade is available

Hmm....

1: Free breakfast (especially useful if there is no club lounge or its closed)

2a: (4) Platinum Upgrade Certificates - a way to secure an upgrade at booking for a limited number of stays

2b: (4) Platinum Discount Certificates - a 50% off discount on either paid (1/2 off the BAR) or award stays (i.e. 1/2 off the Starpoint requirement).

2c: (6) Super-certificates that could be used for any ONE of the above benefits (i.e. either to secure an upgrade or 50% off).

3: TBD :p

A.J.

Here is my list/comments on Plat improvements:

1) Comp'd HSIA - I recognize that many properties outsource this to a 3rd party vendor, even if that is the case, they can still post a credit to my bill. And, I'm sure they can work something out with their vendor on the back end.

2) Plat Check-in Benefit - This would be a welcome benefit, either via a dedicated line or even simply training front-desk staff to inquire if any waiting folks are Plat members and taking them first. Many properties do have a SPG line or even a Gold/Plat check-in but in reality they are often ignored or closed/not staffed. I equate this to how most airlines/airports offer express TSA lines for top-tier elites, which I view as a huge perk (often saving me 30min or more).

3) Rolling Elite Re-Qualification - This would be a benefit to me because my travel can be erratic; I may not travel at all one month, then have 6 stays the next month. It would be easier if I didn't have to track it by the 12/31 calendar date.

The following are not Plat improvements, but rather comments/feedback for SW to consider.

A) Better QA/auditing of Plat upgrades - As others have pointed out, this is an existing benefit that is not uniformly provided. It is so much better when the front desk says "Welcome Mr. Ashi_Seattle, we have your Plat# on file and have upgraded you to an X room tonite" then me having to request if an upgrade is available. Sometimes, if it has been a long day or I'm on a grueling trip that has me in a different city each nite, I'm just too tired to 'explain the Plat upgrade benefit' to a poorly trained front desk person.

Notwithstanding these comments, I do want to recognize that I believe SW/SPG is making efforts here because I have noted more consistent upgrades in 2006 vs 2005, even at many of the same properties.

B) Bottled H20 - This benefit also is becoming more uniform, I'd estimate it is now 80-90%, and probably 100% if a hotel has dedicated a block of rooms or a floor to SPG Elites. Still, I put it on my list just to highlight the importance I place in this benefit because municipal water varies greatly.

C) In general I believe SW/SPG is doing a good job, I switched my (and my company's as well) primary hotel chain/program to SW from Hilton 3 years ago, and am quite pleased with that decision (as are my colleagues and associates) because I find the properties in general to be much nicer and the service to be better, while our avg $/room nite across the firm is pretty much the same.

D) Network Expansion - In line with the above, the biggest thing I would suggest is increasing the # of properties. The biggest drawback in my opinion of SW vs Marriott or Hilton is the network is MUCH smaller. SW has great coverage of the metro areas where I often have several choice properties to choose from, however, about 30-40% of my travel is in smaller cities or suburban areas where there is often no SPG option. Consequently, I still end up with Hilton Gold status because there are many places outside of big cities with no SW property within 25 miles. I hope that someone in SW Corporate is looking into expansion at the lower-end; areas that don't need a Westin or perhaps may not need even a Sheraton, but expansion of the 4Pts brand or acquiring another sub-brand would be very welcome to me.

I'd like to have the ability to cancel reservations without penalty up to the day of arrival. Most of my reservations with Starwood require cancellation by the day prior to arrival, whereas all of my recent Marriott reservations have allowed cancellation up until 6:00 PM on the day of arrival.

I've had several recent cases where I've decided to book Marriott instead of Starwood because of the difference in cancellation policy.

Mine have been mentioned before, but just to echo them:

1. Confirmed suite upgrade certificates -- much like the way Omni and Hyatt do it, with the ability to "apply" them through SPG Reservations. To go along with this, perhaps the ability to book suite awards at higher points levels as well?

2. Consistent breakfast/bottled water policies -- many hotels do both already, but a clearer policy at the very least would be beneficial. The ideal benefit would be free continental breakfast when lounge access is unavailable (with ability to "upgrade") and two bottles of water.

3. Platinum amenity -- maybe offer free HSIA or free dry cleaning service (for one or two pieces) as additional options?

On the training side, I think the "You've Been Upgraded!" stickies during check-in is a good idea, but would like to see more consistency on this. I like the way the Westin DFW does it -- when I've stayed here before, they usuall note (and apologize) when you cannot be upgraded, and if you are, they make a point of mentioning the sticky note in your room key holder.

My Big Two have already been suggested here

Sc flier’s proposal for achieving Plat via spending

"I think that Plat should also be attainable by reaching a personal spending level at Starwood properties"


And


Ashi-Seattle’s suggestion that upgrades be clearly spelled out at check-in

"Better QA/auditing of Plat upgrades - As others have pointed out, this is an existing benefit that is not uniformly provided. It is so much better when the front desk says "Welcome Mr. Ashi_Seattle, we have your Plat# on file and have upgraded you to an X room tonite" then me having to request if an upgrade is available. Sometimes, if it has been a long day or I'm on a grueling trip that has me in a different city each nite, I'm just too tired to 'explain the Plat upgrade benefit' to a poorly trained front desk person"



I agree that Starwood does a good job already, but one of the things I love about the company is the way Starwood listens to their clients and continually makes improvements.

I just qualified for Platinum status this week. Please mention if any of my suggestion are already implemented.

1. Qualification (or renewal) on base points. 20,000 = $10,000 spend would match Hilton Diamond. I qualified due to the Double Nights promotion: 11 actual stays, 30 actual nights, 50 credited nights, with two more stays planned in December. No way I will requalify without the same promotion, but earned 19xxx base points.

2. Platinum upgrades preblocked on day of check-in, versus Gold upgrades at time of check-in. The property should allocate upgrades to Platinum members at the beginning of the day, or the previous night, not when guest physically arrives.

3. Waiver or refund of fees for all domestic telephone usage, in-room broadband internet, "resort" fees, self-parking, etc. These features should be included in the room rate.

dennis

1. Free breakfast
2. Free HSIA
3. Rolling VIP tier
4. Complimentary airport pickup
5. Separate check-in line for Plats.

I also think it would be nice if one could "double dip".

Ashi-Seattle’s suggestion that upgrades be clearly spelled out at check-in

"Better QA/auditing of Plat upgrades - As others have pointed out, this is an existing benefit that is not uniformly provided. It is so much better when the front desk says "Welcome Mr. Ashi_Seattle, we have your Plat# on file and have upgraded you to an X room tonite" then me having to request if an upgrade is available. Sometimes, if it has been a long day or I'm on a grueling trip that has me in a different city each nite, I'm just too tired to 'explain the Plat upgrade benefit' to a poorly trained front desk person"



I agree that Starwood does a good job already, but one of the things I love about the company is the way Starwood listens to their clients and continually makes improvements.

IMO The auditing has to extend to the property management as well. The front desk clerks in some properties may not be untrained, rather mis-trained by their management. Many properties take significant liberty in their interpretation of "best available room and select suites". I have an ongoing battle with the folks at the Sheraton Maria Isabel in MEX, where the best room available seems to always be interpreted as the best room for my rate.

DF

1) lifetime status after so many stays/nights or years as plat - even if just gold

2) Not having to have the Front Desk lie about upgrades resulting in a call the the plat desk

3) 2 or 3 confirmed Plat upgrades. GOod for points/paid stays. Great when traveling and need the upgrade

Free Breakfast is nice, but not a requirement. I can usually get cheap breakfast anywhere in the world.
HSIA is nice but sometimes it is good not to pay on personal travel :D.

Thanks!!! I hope these are really being looked at. A lot of good posts.

3. Bonus points (charged back by SPG to the hotel) if the stay does not post automatically to the SPG account with the correct points.

Love that idea AJ! ie: 500 point plat amenity becomes 1,000 points if not posted to your account within 5 business days.

Not sure where you're staying but when I stay at the Sheraton, Westin, or 4 Points I have always received at least one bottle of free water.

I'm staying at Westin, W, 4 Points & Sheraton too, but bottled water is inconsistent. Once you've been given it by one hotel, it's frustrating to NOT get it at others. For me, it's a small detail, but very important as I drink a lot of water and can no longer bring my own on the plane.

Compared to the many great suggestions offered in this thread, water is such an inexpensive & easy amenity to provide, and from all of our requests for it, you'd think it would be a no brainer for SPG.

(Yet, a few props refuse to offer it and add insult by charging $6 for the same Pana bottle given with complements at other properties. Yes, that's you cheapskates I'm talking about Westin Mission Hills!!!!)

I'm staying at Westin, W, 4 Points & Sheraton too, but bottled water is inconsistent. Once you've been given it by one hotel, it's frustrating to NOT get it at others. For me, it's a small detail, but very important as I drink a lot of water and can no longer bring my own on the plane.

Compared to the many great suggestions offered in this thread, water is such an inexpensive & easy amenity to provide, and from all of our requests for it, you'd think it would be a no brainer for SPG.

(Yet, a few props refuse to offer it and add insult by charging $6 for the same Pana bottle given with complements at other properties. Yes, that's you cheapskates I'm talking about Westin Mission Hills!!!!)

I dont think free bottled water was ever a benefit. Some hotels give it away, others charge. Personally, I dont see the reason for selling it for more than $1.50.

unoriginal, but:

1. Free internet
2. Improved upgrade process that is transparent and involves no BS, no front-desk-haggling, etc.
3. Free breakfast

I dont think free bottled water was ever a benefit. Some hotels give it away, others charge. Personally, I dont see the reason for selling it for more than $1.50.

Outside of Las Vegas, I can't recall any Starwood hotel in the world that hasn't given me free water in the room as a Platinum member.

I just qualified for Platinum status this week. Please mention if any of my suggestion are already implemented. ...
2. Platinum upgrades preblocked on day of check-in, versus Gold upgrades at time of check-in. The property should allocate upgrades to Platinum members at the beginning of the day, or the previous night, not when guest physically arrives. ...Most hotels already do this, with the plat upgrade being allocated the night before. Sometimes you can see the room description change on spg.com under your reservations, sometimes it changes to "no details available"; in either case, it means the hotel has processed the upgrade. While it isn't a *wood policy, more than half the hotels I've stayed at in the past few years have done this (however the upgrade is still not guaranteed, even if pre-allocated, and at least once it was taken away by the time I actually checked in).

Free water is becoming standard in the industry, and hasn't 4PTs announced free water for all guests now, so it isn't just a Plat benefit? Maybe Plats can get all the 4PTs free services as a benefit when staying at the more expensive brands (HSIA, water, parking).

1) transparency about upgrades. If I'm the last Plat to check-in, that's fine. If you can't upgrade Monday-Thursday because Tuesday is full, that's fine.

But I'd like to know, instead of calling the Plat desk and the duty manager to find out.

2) see point #1

3) see point #1

I first qualified for PLAT in 2005, and have again in 2006. My observation with the program has been the inconsistency in which Platinum benefits are extended. It's almost as if each hotel uses it's own discretion in applying benefits. Specifically, I'd love to see:

1) Consistency in the Upgrade Process. It's spotty at best, some properties go above and beyond; others thumb their nose at the notion you should get a room upgrade.

2) Immediate Posting of Platinum Ammenity when Points are chosen.

3) A complimentary hotel ammenity - such as free breakfast, free drink coupon, local snack/item, etc Just a small token of appreciation that you're at the property, that extends a local welcome.

1. Rolling Calender from your start-date with SPG. Too many people are forced to travel around the holidays. If your staying Dec through January being reduced back to zero stays for the year is a slap in the face. There needs to be some flexibility here. Any stays within X days of 1/1/XX should be allowable for status.

2. Less hassel: If your Platinum you know the game, you didn't just get the status while you weren't watching your points. Tell us your giving us points, tell us your upgrading us. It will make staying a much warmer expirence if we don't have to approach the front desk ready for battle.

3. Pending Points: AMEX rewards offers this, you can see what points will be posted in the near future. While I know it takes X days for points to post this will at least allow us to know if our promise, bonus, or platinum points are on their way. It's like a rebate game, you constantely have to be aware of what you should have coming to your account.

4. Free Stuff: I've seen a lot of suggestions for breakfast , HSIA or water. (I've always had 1 or 2 big bottles of water for free so I don't know where that's coming from) I don't see the point of these as perks. If most of us are traveling for business our companies are going to pay for HSIA and food no matter what. Give us perks that we as the travelers benefit from. Points, stays, free movies, mini bar. Hit us where our companies tend to not offer compensation.

1. I think that qualification based on stays is kind of absurd. It does not benefit the hotel to encourage people to hotel swap to collect stays. In fact it is probably more economical for the hotel to have longer rather than shorter stays. Make it a happy medium between the 25 stays and 50 nights - say 40 nights.

2. Free breakfast would be nice.

3. Maybe some more consistency/accountability in the upgrade area. It seems that plats are often not offered upgrades when there are rooms available as indicated by people able to push to get in those rooms. One hotel that I stayed at as Preferred Plus, Gold, and Plat actually NEVER gave me any different type of room through all of the levels.

The stay requirements are quite different for the leap to Plat, but here's my breakdown of the benefits, as posted directly from the SPG website:

* Our Best Room: You'll automatically be upgraded to our best available guest room at check-in. Best room varies by property and includes select standard suite.

COMMENT: well, not really the BEST room. I've once or twice gotten the BEST room but most often get a SLIGHTLY better room. There are some properties that, even when empty, don't upgrade me as plat.


* Platinum Concierge: No other program offers such highly personalized service as our Platinum Concierge(SM). Call to make reservations and request upgrades, redeem awards, book opera tickets and baby sitters, or get information on local restaurants and sights.

COMMENT: sounds good--I have no experience with it.


* Complimentary Access: Enjoy complimentary access to the hotel gym and Executive and Club Level floors at Westin® and Sheraton® Hotels & Resorts.

COMMENT: everyone has access to the gym (right?), and as a plat, I have been DENIED club level access but to be fair, didn't know to play my plat status card for it.


* Welcome Gift Upon Arrival: Complimentary welcome gift.

COMMENT: I would say 90% of folks opt for the 500 points as the welcome amenity. I have to also ask for this when plat is not recognized in the system.


* Platinum members receive guaranteed room availability with 72+ hour notice of arrival and 4 pm late check out.*

COMMENT: I HAVE used this--it's EXCELLENT. You pay RACK rate, but at least you're in. 4pm Late checkout, however, doesn't apply to resort properties. Also, don't even think about trying to use the guarantee to secure a room at the W New Orleans just before Mardi Gras--it's not honored (tried that.)



...SO MY POINT TO THIS....


Platinum benefits are not commensurate with the attainment difference from Gold. My suggestions would be:


Increase the Starpoint multiplier for Plats 1X (currently it's the same as Gold)

Guarantee Upgrades via email confirmation 24 hours before arrival (similar to the way airlines do it.) I know this may be prone to abuse: book 2 hotels in the same city and cancel the one that doesn't upgrade, so I'd send the confirmation immediately after cancellation window expires for that property

Lifetime loyalty after 5 years consecutive Plat, make GOLD for the lifetime of SPG loyalty program (again similar to airline)

FOLIO HISTORY stored in COMMON PLACE, like SPG.com. I received a PDF file 2 hours after I checked out of Sheraton Sunnyvale--very cool! How about a central repository for all hotel folios, accessible by the guest? Problem comes when I use the minibar the night before and forget to report it that morning upon checkout, but want to get reimbursed for them on the expense report. Typically I'll ask for one to be faxed--that's a pain.


Thanks!

Simple wish - adherence to the Platinum benefits... Is that too much to ask for?

1) lifetime Platinum status: after 10 consecutive years of being Platinum and/or have made at least 500'000 base-points (not bonus points)
2) free breakfast: I usually never eat breakfast, but this is a "nice to have"
3) free internet access

Here is a new one to add to the list...Hilton does this, and when I was Hilton Diamond for several years, I did not realize then how nice a benefit it was.

When you loyally earn your platinum status year-in and year-out, and hence earn many thousands of points, one inevitably will want to use those points for a free stay somewhere.

Well I usually re-qualify for my Platinum status on stay credits just at or over 25 each year. Wouldn't it be great to earn credit for a stay when using points? It really would only help the most loyal members in anycase, so why not make them feel that a stay of any kind, earned or paid, will be counted toward the renewal of their Platinum status.

1. HSIA
2. Full Breakfast Buffet
3. Change the T&Cs to read: "Upgrades to Select Standard Suites, or, if not available, the best room at Participating Properties at time of check-in, based upon room availability for your entire stay" and for it to be done without asking. Too many times I have been told I was upgraded when I was given the exact room type that I booked.
4. Remembering my preferences (although frankly, this should be done for any customer that wants it).

I see the "I stay a lot so I should get more" group is still at it. SPG Plat is still agreat program. Why change the qualification rules for a small group? If they stay so many times they can get the VIP Tier.
Enhancing the program?
1. Free Breakfast. I get this as Hilton Gold already but unless there is an exec lounge, this benefit is not ofered. Can be easily done.
2. HSIA
3. Confirmed UG certs.

Add one more vote for give me the benefits already promised on a consistent basis. The only way I could be further annoyed by this lack of consistency is if there were even more benefits that I seldom receive. In over 50 hotel stays (not nights, but separate stays) in the last 20 months, I received only 2 suite upgrades. W San Fran and Westin Embassy Row. I always ask and am always told none are available. The hotels often look nearly empty. In one case I checked online after getting to my room and found a suite was bookable at the same hotel. I was tired and could not be bothered to complain.

This hassle factor is a major turn-off. If SPG is not going to consistently deliver on the promise, DON'T MAKE THE CLAIM! Replace it with something you can reliably deliver like guaranteed upgrade certs or something similar.

While I generally like the program as it is, I am pretty dis-interested in striving for Plat any more. There does not seem to be meaningful benefit over gold in actual stay to stay use (suite upgrades are the only current substantial advantage in my view). I already have plat for 2007. If things don't get better over the first 6 months, I will not make any effort to get plat for 2008. Just not worth it unless they actually improve the suite upgrade process.

TO REPEAT, MY ONE AND ONLY REQUEST IS TO GET WHAT SPG ALREADY PROMISES (SUITE UPGRADES), BUT ALMOST ALWAYS FAILS TO DELIVER. Or replace/augment this benefit with something SPG can control like upgrade certs. If something is added, make sure you can deliver.

One thing my business experience has taught me is nothing is worse for customer relations than to over-promise and under-deliver.

Ok, enough of my ranting. Long live spg.

jb

1. Free HSIA for Platinums
2. Free breakfast if lounge not available
3. Confirmed upgrade certs

Altho very important ..... and a big wish on my part .... it should not be a wish. It's the rules of the current game: consistent application of the current rules. Give me what you promise. Post the points that I am due. Offer an upgrade if it is available --- tired of the hassle.

And the inability with computers and forecasting and whatever -- it's almost 2007, for goodness sake -- that SPG still can't figure out how to run the Cash and Points system for a full year, usually rolling out the program in March.

I will give kudos when it's due -- and SPG usually has their "stuff" together. The Platinum concierge staff is :-: :-: :-: :-: :-: . Since I usually travel on personal trips, my money can be spent at any chain; but SPG keeps me coming back.

Haven't had upgrade or points issues this year, but do have a couple of thoughts:

- As a SPG Plat with 150+ nights this year: why not give us a little increased incentive once we get beyond the 50 nights needed for plat? For every 25 nights beyond 50 - give out 10K bonus points. Otherwise - I might as well head over to Hyatt and qualify for elite there. Would have moved done a lot more moving after 50 stays this year except there were limited choices for me.

- Promotions based on Stays AND Nights: this really got to me this year in that I had a couple of week long stays that would accumulate 7 nights but only 1 stay. The way SPG sets up the promos it was in my best interest to stay 2 days, then move to a competitor for a few nights, then come back to SPG just so I could get the dang promo. That is just stupid on their part - not only lost revenue, but increased turnover cost of the room.

- Oh, and Plat for life would be nice - but they got rid of that a few years back and I don't see them bringing it back.

I think you should credit a night as a night and a stay as a stay regardless of rate. If your staying there you are providing revenue at some level and are showing loyalty to the brand which is what the program is all about.

Enhancments to Platinum should be as follows:

1. Sheraton promise at all Starwood properties they provide the expected service and value or your compensated. If you don't want to do it for everyone at least do it for the SPG PLatinumm members.

2. NO phone, internet, parking or resort fees for Platinum members

3. Preferential pricing once you reach platinum level. Why do you want to penalize your best customers by having them pay more than your least expensive rate?

4. Extra electircal outlets, premium sound systems and video in Platinum rooms

1) Free breakfast.

2) Confirmed upgrades.

3) Free choice of use of a computer, if no free lounge computer exists.

My vote is for :
1. Free HSIA for Platinums
2. Free breakfast if lounge not available
3. Airport transfers

I think SPG has asked me to participate in a survey a few times this year where they ask the same question: what benefits would you like added? My answers so far have been:

Free HSIA--I think it should at least be one of the Plat Amenity options
Free long-distance phone calls

Strange, but they never list free breakfast as one of the options, but it would be in my top three.

I realize this likely won't go over well but...

My strong preference would be to solidify or clarify the upgrade policy for Plats instead of trying to heap more cost on Starwood. Any 'enhancement' that is done means more cost to them and an eventual further devaluation to us. The program is good but bene's to elites are spotty. I don't want breakfast, I don't want HSIA...I just want the benefits I am supposed to get.

One way to do that would be some sort of promise or guarantee to Plats and elites.

My .02 cents list.

Starwood think like the Las Vegas Casinos..They have ways to make you feel like a winner even if you loose your shirt by giving you freebies... and that is why some customers return to the casinos.

Starwood can make their guests feel like winners and still allow their guests to keep their shirt on by giving out FREEBIES, such as:

1. Free hot breakfast (standard to platimun)
2. Free "take-aways" with the Starwood brand, ie. notepads
3. sending a thank you note to your platimun guests for their past visit with a coupon enclosed for another freebie on their next visit

Thank you for asking the question.

acknowledging status by:

1. consistently posting amenity points
Although the Platinum concierge is able to get them posted fairly quickly, it is an unnecessary hassle to have to track them down.
2. choice of available rooms/suites at check in
It is funny how the agent will at times give you a key in a Platinum envelope and then give you a regular room when the hotel has rooms of every category available on the spg website. If a better room is available why not offer it to the people that are consistently staying at Starwood properties? Bad treatment once will make people choose another SPG property in the same city if available or drive them to a non-SPG property if there is no other SPG choice. How does this benefit Starwood?

These things are supposed to happen anyway. I would be perfectly happy with the program with these two "enhancements." I don't mind paying for breakfast or an internet connection if the prices are reasonable.

Actually assign us the best room available upon checkin, per the EXISTING TERMS AND CONDITIONS of the SPG program instead of forcing us to go through the usual negotiations for an upgrade at checkin.

It is amazing that I am almost never assigned a room which is a true upgrade but after I go through an aggravating negotiation there is almost always one available.

Actually, this is so true at many properties, it's sickening. There should be a cost to the hotels that do this, say 10,000 points or so - I suspect the program would suddenly start delivering as promised.

To all who have posted to this thread - thank you very much for your suggestions! Great conversation/discussions/ideas. Look for next month's topic beginning in the New Year!

Happy Holidays to everybody!

ldsant & AZ Travels the World
*wood Moderators

http://www.cnn.com/2006/TRAVEL/ADVISOR/12/19/hotel.rewards/index.html

The reason I found this interesting is because *wood isn't mentioned and the other properties provide "amenities" INCLUDING Free Internet during a guest's first stay. . .