Starwood Preferred Guest - FAQ: Getting walked: what should happen for a platinum or gold member

I have unsuccessfully searched for the SPG walk policy on Flyertalk. Will someone post a link to where William previously posted this information or even better, William will you post it again (please)? ;)

I have unsuccessfully searched for the SPG walk policy on Flyertalk. Will someone post a link to where William previously posted this information or even better, William will you post it again (please)? ;)

In addition to the property following the normal turnaway procedures, the property is responsible for ensuring that a Gold or Platinum member will be awarded Starpoints based on the daily room rate confirmed for the number of nights the guest was displaced. Elite members will also receive Starpoints equivalent to one free night at the property where the member was displaced.

If it was a multiple night stay and the guest who was turned away decides not to return to the property for the rest of his/her stay, the property does not credit points on any of the nights the guest chooses not to stay when the property can accommodate the guest.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Thanks for the quick response William.

I'm assuming that the normal turnaway procedures are accomodating the guest at another comparable hotel in the area and transporting the guest to the other hotel. Do I have anything wrong here or am I missing something?

Thanks for the quick response William.

I'm assuming that the normal turnaway procedures are accomodating the guest at another comparable hotel in the area and transporting the guest to the other hotel. Do I have anything wrong here or am I missing something?

That would depend upon what the brand cites as being normal turnaway procedures, provided that local innskeeper laws are not compromised, so it is very difficult to know in any given location or hotel. The hotel should be able to tell you what their normal turnaway procedures are. Corporate Customer Service may also be helpful in determining what they are for a given property; however, it would not be an SPG-related issue unless they did not also fulfill the SPG Walk Policy for Gold and Platinum members.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Makes sense. Thanks for the information.

Also search did finally start working for me today and the word "turnaway" helped. ;)

If it was a multiple night stay and the guest who was turned away decides not to return to the property for the rest of his/her stay, the property does not credit points on any of the nights the guest chooses not to stay when the property can accommodate the guest.

So if you want to earn points after first night, you have to pack up, pay for transportation back to the SPG property and spend time switching hotels? Isn't that petty considering the original problem was caused by the *wood hotel?

Secondly, I never understood the Plt room guarantee. If I book a room more than 72 hours in advance, how can I be walked? Don't the two policies conflict?

So if you want to earn points after first night, you have to pack up, pay for transportation back to the SPG property and spend time switching hotels? Isn't that petty considering the original problem was caused by the *wood hotel?

It is what it is. Is there a better one out there that you have heard of? :)

If you can't be bothered to pack and make the trip, why should we give you credit for a nights you don't actually stay? ;) As for the transportation costs, it would be up to the hotel to offer that, not up to SPG to enforce.

Secondly, I never understood the Plt room guarantee. If I book a room more than 72 hours in advance, how can I be walked? Don't the two policies conflict?

It would seem so, but I still know that it has happened nonetheless.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Secondly, I never understood the Plt room guarantee. If I book a room more than 72 hours in advance, how can I be walked? Don't the two policies conflict? I could see itvery late at night IE midnight or so. THe hotel would assume you missed a flight and will not make. Unless of course you call to confirm late in the day.

I could see itvery late at night IE midnight or so. THe hotel would assume you missed a flight and will not make. Unless of course you call to confirm late in the day.

Or in different words. The Hotel figured that the Plat was gonna be a no-show even with the Force-in, so "Lets be greedy and sell the room to someone else and at the same time hit the no-show for their full payment, so we will get paid twice for the same room".

Of cause the Plat gets the benefits if walked, and if there are savy will see if they were charged as a No-show if they never made it and have SPG see if their room was sold, if it was I believe they cant charge the No-show also.

As long as a Hotel will go ahead and charge me if Im a no-show then they better have that room for me waiting even if I didnt call in or tell them Ill be late.

It is what it is. Is there a better one out there that you have heard of? :)

In the interest of sharing information, I believe the Marriott policy is better. [I stay at Starwood, rather than Marriott, for other reasons - so I am not baiting, just responding to a good faith inquiry.]

Working from memory, as an Elite, if walked at a Marriott, you are entitled to your room and transportation, PLUS 2 FREE nights, PLUS $200. Now, it should be noted that I had this happen to me only once in 15 years [I stayed with Marriott first, before Starwood]. But that is the point. They just about *never* walked a Platinum, because the penalty was too high. Which was great, in my opinion, since I had already spent the day traveling, and didn't need more surprises.

Working from memory, as an Elite, if walked at a Marriott, you are entitled to your room and transportation, PLUS 2 FREE nights, PLUS $200.

Very close, Policy is:

If, for some reason, we are unable to honor your reservation, we will pay for your accommodations that night at a nearby hotel and send you a check to compensate you for the inconvenience. To be eligible, your Marriott Rewards membership number must be part of your reservation. Compensation may be up to $200 USD

I don't know where the prior poster got the information (it might even be that Marriott has a "marketing" description which doesn't match their actual T&C). However, for elite members (which is what I was referencing) at full-service properties (which is what I meant to be discussing) the actual Terms & Conditions are consistent with what I posted originally, as follows [I added the bold]:

The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.

The two room certificates can be used at any Marriott property in the world (Ritz-Carlton excluded) as long as there is a room for sale. These certificates are extremely expensive for hotels to hand out, so they have a strong incentive not to bump elite members.

I don't know where the prior poster got the information (it might even be that Marriott has a "marketing" description which doesn't match their actual T&C). However, for elite members (which is what I was referencing) at full-service properties (which is what I meant to be discussing) the actual Terms & Conditions are consistent with what I posted originally, as follows [I added the bold]:

The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.

That sounds like a better policy to me. ;) Most of our honeymoon stays in Europe will be late check-ins due to drive-time from location to location, although I have stated that in the notes of each resv. If I get bumped, on my honeymoon nonetheless, that would be um...bad.

Cheers,

Adrian

That sounds like a better policy to me. ;) ...

Yep...as long as the problem occurs at a full-service Marriott. ;) Our walk policy covers all SPG-participating properties. :)

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Yep...as long as the problem occurs at a full-service Marriott. ;) Our walk policy covers all SPG-participating properties. :)

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

sorry William but a nice try anyway.

I disagree with You as You cant compare Marriott to SPG, as SPG has only FS Hotels, thats part of the problem with the Chain.

A proper comparison is indeed a Mar or Ren to a Sheraton/Westin/4Pts , I would never expect Marriott or even Hilton to offer for a walk at a Hampton or Fairfield the same as for their FS Hotels. since SPG doesnt have any Hotels in that Cat theres no proper comparison to be made, if anything I give Marriott credit for having something in place in case a walk should occur at a non-FS hotel

So when comparing Apples to Apples Marriott Wins hands down! Not that SPG is a sleep at it , they arent.

... Not that SPG is a sleep at it , they arent.

Well, at least we can agree about this. ;)

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Just to complete the logical thread, here are the Marriott T&C's for the "lesser" properties:

At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)

So, at least for Platinum members, the only difference, even at the lesser properties, is $100 instead of $200 cash. You still get alternative accomodations and 2 free nights at any hotel.

Call me naive but I don't think a PLT should be walked for anything short of a catastrophy at the hotel. There's got to be some one else that can be walked.

For me, the only policy I want is reserve your room with a cc and the room is yours that night. Pretty simple, no?

Call me naive but I don't think a PLT should be walked for anything short of a catastrophy at the hotel. There's got to be some one else that can be walked.

For me, the only policy I want is reserve your room with a cc and the room is yours that night. Pretty simple, no?


I'll Gladly be walked, not wanting to is akin to not wanting to be bumped off a flight.

I understand at times a person not wanting to be bumped off aflight as its the last flight out etc. But whats the problem with being walked from a Hotel, most likely if you got your room the place was FULL so no Upgrades, I now get it , if walked one wouldnt be able to Rant about not getting an UP and getting a lousy room to boot.

[QUOTE=sbrower;7407908]I don't know where the prior poster got the information
QUOTE]

deleted

I got walked at the Westin Resort & Spa Whistler last week, have yet to see my points. Its odd that I talked to 3 managers/supervisors and all of them failed to followup.

Have sent an email to the managers and BCC'd William, I'll give them a chance to straighting this out before I contact corporate customer care.

What happens if Le Meridien offers a walk to *wood elites to Sheraton or other SPG hotels? Will I be given two stay credits and double SPG points?

I got walked at the Westin Resort & Spa Whistler last week, have yet to see my points. Its odd that I talked to 3 managers/supervisors and all of them failed to followup.

Have sent an email to the managers and BCC'd William, I'll give them a chance to straighting this out before I contact corporate customer care.

Resolved to my satisfaction, received all 15K points back (3 night 50EPR CAT4 stay)

When I got walked as a Gold, I had to complain to the Customer Contact Center because the hotel would not get back to me after calling them about it. It took a while, but I finally got points for the stay.

HI! I had a guaranteed reservation for the Westin Michigan Ave (Chicago) this week; got to the hotel at about 2:30 am & was told pretty matter of factly that they had no rooms left, so they were paying for my night at the Ritz +$5 cab fare & that I should be happy because as Platinum, they'd give me 10k points & a regular member only gets 1-2k.... but wouldn't count it as a stay or get the related points I was supposed to.... so my company benefited from the free night, I went to work at 8 am even more tired, and didn't get a stay. I would have accumulated about 1500 points & a night & stay, as well as it being my 5th stay in the current 5 stays = 5000 bonus points.
1. is it normal that a platinum gets bumped
2. is it normal that I wouldnt' get credit for the stay
3. do I have any recourse about the points/stay I missed out on
4. is the level of compensation negotiable? (I'd rather have a gift certificate for another night & just PAID for the alternative hotel; my company benefitted; not me, & it was my hassle & loss!)
(incidentally, this fd clerk hadn't made a reservation at the Ritz; just sent me there with a paper. the Ritz was frustrated & had to call & then set it up. I got my room after 3 am :(

...Thoughts on what I'm able to do?

HI! I had a guaranteed reservation for the Westin Michigan Ave (Chicago) this week; got to the hotel at about 2:30 am & was told pretty matter of factly that they had no rooms left, so they were paying for my night at the Ritz +$5 cab fare & that I should be happy because as Platinum, they'd give me 10k points & a regular member only gets 1-2k.... but wouldn't count it as a stay or get the related points I was supposed to.... so my company benefited from the free night, I went to work at 8 am even more tired, and didn't get a stay. I would have accumulated about 1500 points & a night & stay, as well as it being my 5th stay in the current 5 stays = 5000 bonus points.

Sorry that this happened. Read on. ;)

1. is it normal that a platinum gets bumped

No, I would have to say that this is abby-normal. :)

2. is it normal that I wouldnt' get credit for the stay

You've been misinformed. You should get the stay credit for the number of nights you were displaced.

3. do I have any recourse about the points/stay I missed out on

If everything goes according to Hoyle, you should not be missing out on any Starpoints...other than what you didn't get to spend on eligible incidental charges as a guest of the hotel.

4. is the level of compensation negotiable? (I'd rather have a gift certificate for another night & just PAID for the alternative hotel; my company benefitted; not me, & it was my hassle & loss!)
(incidentally, this fd clerk hadn't made a reservation at the Ritz; just sent me there with a paper. the Ritz was frustrated & had to call & then set it up. I got my room after 3 am :(

The correct level of compensation for walked Gold and Platinum members is enough Starpoints to be able to stay at the offending property for one night. You can ask for something else, but that is all SPG is going to insist upon.

Thoughts on what I'm able to do?

Yes. If it all doesn't work out like I outlined above within a week's time, then let me know via email.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Thank you William!

<moderator hat off>

Welcome to FlyerTalk - I'm always fascinated by first/second posts being a complaint. . .I want to make sure I understand this correctly. . .
you arrived at the hotel at 2:30 AM and they "walked" you to the Ritz-Carlton which, imo, is about 100 times nicer than the Westin. It was only 30 minutes later according to you as to when you got to sleep. (which is right around the corner from the Westin Michigan), *wood gave you 10K points and paid for the night there and you're wondering what other compensation you should receive. . .wow. . .:rolleyes:

Your company paid for the night anyway - you received 10K points and you want to know if you should ask for something MORE? Your "sleep deprivation" factor was 30 minutes. I find it difficult to believe that 30 minutes makes a huge difference (we have all had travel difficulties and understand that things happen). Seems to me as though *wood really did right by you.

Just as an FYI - last year I stayed at the Westin Michigan Avenue, had one of the most horrible hotel experiences ever (I was Plat also) reported it to the GM and Director of Operations, and nobody ever did anything to rectify the situation. Nothing. I was there on business too btw. It's a part of life - it happens. I really think that *wood took care of you very nicely.

Loss of 30 minutes in exchange for a much nicer property and 8500 SPG points.

I'd have no problem with this, but I'm typically not a complainer. Stuff happens.

<moderator hat off>

Your company paid for the night anyway - you received 10K points and you want to know if you should ask for something MORE? Your "sleep deprivation" factor was 30 minutes. I find it difficult to believe that 30 minutes makes a huge difference (we have all had travel difficulties and understand that things happen). Seems to me as though *wood really did right by you.

I think the posters point is he would not have minded paying the bill, and to get more points etc. Since work is paying for it, not paying for the night is no big deal. Yes If it was my dime I would care, but when it is work I never want them to just comp me the room. I would rather get points or vouchers.

<moderator hat off>

Welcome to FlyerTalk - I'm always fascinated by first/second posts being a complaint. . .I want to make sure I understand this correctly. . .
you arrived at the hotel at 2:30 AM and they "walked" you to the Ritz-Carlton which, imo, is about 100 times nicer than the Westin. It was only 30 minutes later according to you as to when you got to sleep. (which is right around the corner from the Westin Michigan), *wood gave you 10K points and paid for the night there and you're wondering what other compensation you should receive. . .wow. . .:rolleyes:

Your company paid for the night anyway - you received 10K points and you want to know if you should ask for something MORE? Your "sleep deprivation" factor was 30 minutes. I find it difficult to believe that 30 minutes makes a huge difference (we have all had travel difficulties and understand that things happen). Seems to me as though *wood really did right by you.

Just as an FYI - last year I stayed at the Westin Michigan Avenue, had one of the most horrible hotel experiences ever (I was Plat also) reported it to the GM and Director of Operations, and nobody ever did anything to rectify the situation. Nothing. I was there on business too btw. It's a part of life - it happens. I really think that *wood took care of you very nicely.

You're right; I am new posting on this, but have been reading on & off for quite some time. I got an id because I had a question that I couldn't find an answer to on here (I usually can). Had I not been walked, I would have gotten 1500 for the stay, some for the *wood credit card, +5000 for a promotion. Yes, the Ritz is nice (though I disagree that it's 100x nicer), but I booked the westin because I like that hotel & wanted to stay at Starwood. I could've booked the Ritz but didn't. And, yes, it was 30 minutes, but at 2:30 am when working since 8 am, & having another meeting at 8 am, that 30 minutes was important to me. The clerk was not apologetic but matter of fact & I was disappointed & surprised. I wasn't sure if this is normal with starwood because I am a new platinum. Other than this, I have had mostly amazing service & now stay at starwood properties when possible because the service is usually so good. I was marriott platinum for several years & while I was never bumped, I do know they had a policy to pay cash if an elite member was bumped. I wanted to know if what the fd clerk at the westin was telling me was correct, because I was surprised. William above, kindly answered me & it appears the fd clerk did make an error. While my post sounds like a complaint; it was meant to be more of an inquiry.

I think the posters point is he would not have minded paying the bill, and to get more points etc. Since work is paying for it, not paying for the night is no big deal. Yes If it was my dime I would care, but when it is work I never want them to just comp me the room. I would rather get points or vouchers.

Agreed - Exactly. And I needed the 1 stay credit.

Welcome to FlyerTalk - I'm always fascinated by first/second posts being a complaint. . .I want to make sure I understand this correctly. . .
you arrived at the hotel at 2:30 AM and they "walked" you to the Ritz-Carlton which, imo, is about 100 times nicer than the Westin. It was only 30 minutes later according to you as to when you got to sleep. (which is right around the corner from the Westin Michigan), *wood gave you 10K points and paid for the night there and you're wondering what other compensation you should receive. . .wow. . .:rolleyes:


Wait a minute. The hotel tried to shortchange the OP points for his nightly room rate, stay and night credit along with an additional 2,000 points (as a free night here is 12,000), and he is being scolded for "wondering what other compensation [he] should receive." . . . wow.

Yeah, stuff happens, but Starwood has put penalties in place so that their elites are inconvenienced as little as possible when bumps are necessary. It is disappointing when individual properties attempt to circumvent those penalties with a relatively green elite, but it is always refreshing to know that we have William here to keep everyone straight. :)

KH,

Relax, wait a few days to see what posts and then email William as suggested above. You'll get your stay credit and whatever points you're entitled to. And William will get to charge the hotel for his time :D

Wait a minute. The hotel tried to shortchange the OP points for his nightly room rate, stay and night credit

I assumed William was correct in stating that OP will receive stay and night credit. Yes, shame on the hotel for the mis-information. OP needs to keep an eye out to be sure it turns up.

along with an additional 2,000 points (as a free night here is 12,000),

Westin Michigan Avenue is a Category 4 - 10K points/night.

Westin Michigan Avenue is a Category 4 - 10K points/night.

Whoops, I guess I had a brain fart. I think I must have confused it with the Westin River North's redemption rate.

[QUOTE=kh2866;7688476]
1. is it normal that a platinum gets bumped
QUOTE]

I had dinner next to David Marriott, the VP of Sales for Marriott, last year He told me he was walked from a Marriott a few years ago and spent the night at a Hilton(You get bumped from a plane. Walked from a hotel.). I figure, it it can happen to him, it can happen to a Platinum.

[QUOTE=kh2866;7688476]
1. is it normal that a platinum gets bumped
QUOTE]

I had dinner next to David Marriott, the VP of Sales for Marriott, last year He told me he was walked from a Marriott a few years ago and spent the night at a Hilton(You get bumped from a plane. Walked from a hotel.). I figure, it it can happen to him, it can happen to a Platinum.

Wow. The check-in agent who refused him a room had real balls!!!!!!!!!
:D

As previously discussed in an earlier thread, this is one area in which Marriott far exceeds SPG. If a Marriott Elite (Gold or Plat) is walked they get the room free for that night, plus 2 free nights at any Marriott, plus $200 cash.

As a result, Marriott hotels almost never "walk" an elite, because it costs them way too much.

[QUOTE=mlasser;7690668]

Wow. The check-in agent who refused him a room had real balls!!!!!!!!!
:D

and most likely no job the following day. . . ;)

[QUOTE=nimeta;7690917]

and most likely no job the following day. . . ;)

Although actually as I thought about this, staff should always be walked in preference to customers as a corporate policy. That way, customers are not dissatisfied and sent to competition, and staff can see what the competition are up to.

If I was Mr Marriott I would stay at a Travel Lodge rather than have a customer walked to a competitor!!

<moderator hat off>


Uh, dude... you left your hat off. :p

nimeta posted"Although actually as I thought about this, staff should always be walked in preference to customers as a corporate policy. That way, customers are not dissatisfied and sent to competition, and staff can see what the competition are up to.

If I was Mr Marriott I would stay at a Travel Lodge rather than have a customer walked to a competitor!!"

Or better yet "walk"the Marriott family member to a Faifield Inn-that'll teach em

As previously discussed in an earlier thread, this is one area in which Marriott far exceeds SPG. If a Marriott Elite (Gold or Plat) is walked they get the room free for that night, plus 2 free nights at any Marriott, plus $200 cash.

As a result, Marriott hotels almost never "walk" an elite, because it costs them way too much.


Thats the Problem , and why they wont do it, they should lower the penalty! Who doesnt want to be walked? I guess the same person who wouldnt want or volunteer for a Bump off a flight.

As for Me, Id take it everytime I could get 1.

Ahh Craze-you and your crazeeee schemes! :D ^ :D

As for Me, Id take it everytime I could get 1.


I was with Marriott at the Gold/Platinum level for 12 years. I got one bump, ever, and it was a darn unusual circumstance. However, while I understand your point Craz, when I arrived at a hotel in another city at 1am, facing a 7am departure, I just wanted to know that my room was still waiting.

I don't fault the OP for looking into this. I have been checking into Starwoods for the past few weeks well after midnight or 1am, with early starts the next day, and all you really want at that point is to fall into bed and sleep well with what little time you have.

I've had a host of issues upon check-in recently (room not prepared, confirmed bed size not available, etc.), and I've had points thrown at me left and right to make things right: 500 here, 4000 there, even 10000 once. It gets to the point where you are exhausted, and you just want things to be right rather than for things to be generously remedied.

I was with Marriott at the Gold/Platinum level for 12 years. I got one bump, ever, and it was a darn unusual circumstance. However, while I understand your point Craz, when I arrived at a hotel in another city at 1am, facing a 7am departure, I just wanted to know that my room was still waiting.

I fully understand this point, but still since the Hotel usually will know ahead of time they have made other arrangements or already have another very near-by Hotel on call, so it will be another 1/2 hr at most.

Granted if a person must be somewhere even if UAL ups the ante to $1000 DBV they wont jump at it unless theres a way for UAL to get them to XYZ in time for their meeting or whatever. Ive taken a bump knowing the next available was in 5 hrs but felt the $500 was worth it and simply took a shuttle over to a near-by Hotel with a Chain that I have top status and enjoyed myself by the pool and took in some sun.Thats after trying Stand-by on a couple of other flights with connections , that didnt workout, actually those 3 flights not 1 stand-by got on thats when I decided not to waste any more time and go grab some rays.

Contrary to most other posters in this thread, I think that it is great that we have this forum so that we know what the chain's policy is regarding these types of situations. It's not a matter of where they put you up if they walked you, it's that they are unilaterally changing your travel plans - whether you went from a Four Points to a Four Seasons doesn't change what you are entitled to according to the chain's policy...

You'd be surprised at how many times it seems that you are educating employees of the chain on their chain's policies. :D

Loss of 30 minutes in exchange for a much nicer property and 8500 SPG points.

I'd have no problem with this, but I'm typically not a complainer. Stuff happens.



Stuff doesn't just "happen". He had a paid-for room and they resold it. Maybe they thought he wasn't going to show up, so they gambled on getting two nights rent on one room.

Shame on the hotel if they tried to rip him off. Unless there was some act of God like the sprinkler going off and flooding the room, the penalties SHOULD be severe. There's absolutely no excuse for selling a room that's already been sold.

Stuff doesn't just "happen". He had a paid-for room and they resold it. Maybe they thought he wasn't going to show up, so they gambled on getting two nights rent on one room.

Shame on the hotel if they tried to rip him off. Unless there was some act of God like the sprinkler going off and flooding the room, the penalties SHOULD be severe. There's absolutely no excuse for selling a room that's already been sold.

It amazes me that people jump to conclusions without having all of the FACTS. You make this sound as though the hotel purposely did something. Perhaps somebody got ill and had to stay another night at an already sold out hotel? Perhaps there was a death and the hotel decided to close off a particular room in an already sold-out situation? Why go to the most cynical side of things first?

Also, they did not rip him off imo. They walked him to a nicer hotel, gave him a cab ride (5 minutes at most), gave him enough points for a free night.

Mistakes happen. Also, it's usually a good guess that if a guest hasn't shown up by 2 AM the odds are they aren't going to. I usually call the hotel when I'm delayed beyond a 9 PM check-in just so they know I'm still planning on being there.

As someone who frequently arrives at their hotel past midnight, I disagree with ldsant. Leavings points, etc., aside, 30 minutes is a lot to give up that hour when your next day begins early. Major inconvenience.

My friend [*wood Gold] had "guaranteed" reservations with her corp. AMEX at the Westin Grand [DC] and Westin Embassy Row on Tuesday and Wednesday respectively of this past week and she was turned away BOTH nights back-to-back! First night she was sent to a Sheraton [ok fine], 2nd night she was sent to some University hotel in a somewhat shaddy looking neighbourhood.... yikes !

I advised her to wait a week and follow-up with William if nothing has happened.

There must be something going on in DC this week..

As someone who frequently arrives at their hotel past midnight, I disagree with ldsant. Leavings points, etc., aside, 30 minutes is a lot to give up that hour when your next day begins early. Major inconvenience.

Me too, BUT how many times have we all been inconvenienced much more than 30 minutes by an airline with nary an airline mile in return :) I think a free night stay PLUS another one PLUS stay points/credit is a good trade for 30 minutes.

I think the posters point is he would not have minded paying the bill, and to get more points etc. Since work is paying for it, not paying for the night is no big deal. Yes If it was my dime I would care, but when it is work I never want them to just comp me the room. I would rather get points or vouchers.

I agree with troyintn.

I don't think the OP's post was a "complaint", but rather not getting much choice when has has been inconvenienced -- kind of like, "sorry to screw you over, but this is what we're giving you as compensation and you're going to like it!"

What the resolution is may not suit the OP, but rather suit the property that walked the OP, which I think isn't necessarily a good thing.

Also, the Ritz being nicer than the Westin is one's own opinion.. eye of the beholder.

As someone who frequently arrives at their hotel past midnight, I disagree with ldsant. Leavings points, etc., aside, 30 minutes is a lot to give up that hour when your next day begins early. Major inconvenience.

We've been in the same boat for the last 2 years. I totally agree. I've always made it a practice to call the hotel I am staying at and let them know we are coming in after midnight. I've never had a problem.

I stay at this hotel on a regular basis. They are very busy. I am surprised they didn't send OP to Sheraton Towers and put him/her in a suite.

I was in the airport around 2 in the afternoon and get a note on the blackberry that I have been "bumped" from the Westin Westminster to the Westin Tabor Center. I had used by Platinum Override and was prepared to pay rack rate so I was surprised. In the email, they offered:

* No charge for the room at the Tabor Center
* 7000 starpoints for the trouble
* a hotel 1 category higher

Cool with me! Not to be greedy, but it appears that since they my bill says Westin Westminster in the "bill to/charge to" field, "as a Starwood Guest, I have earned 0 points for this stay." This is too bad since I did have a 90 minute massage, valet, and dinner at the Palm.

Wonder if I'll get the Platinum amenity 500 points and stay credit?

I do not think you would have gotten points for the massage in any case.

I do not think you would have gotten points for the massage in any case.

Nor the valet, for sure. And likely not the Palm, since it isn't operated by the hotel itself, though I don't have first-hand experience with it at this hotel; I've never charged dinners there to my room.

...Wonder if I'll get the Platinum amenity 500 points and stay credit?

Technically, you should be credited for the stay from The Westin Westminister for one night at the RACK rate and you should get 500 Starpoints as your welcome amenity from The Westin Tabor Center since that is where you really stayed.

Something tells me there's no way they get this right, however, so if seven days pass and it doesn't happen that way, send me your SPG account number in an email with a link to this thread and I'll see if I can sort it out.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Thanks for the offer William, but I think I'm OK now as the points and amenity posted. Interesting factoid for me though:

* NO SPG credit for massage (I assumed that)
* NO SPG credit for tips at the Palm Restaurant (I knew that)
* NO SPG credit for valet parking (didn't know that)
* DID receive credit for ALCOHOL at the Palm, even though it was itemized on my hotel folio (thought that was out for some reason)
* DID receive credit for Food TAX amount

...
* NO SPG credit for valet parking (didn't know that)

Yep, parking is an ineligible charge.

* DID receive credit for ALCOHOL at the Palm, even though it was itemized on my hotel folio (thought that was out for some reason)

Alcohol is okay as long as there isn't a state law against you receiving points for its purchase. Obviously, not a problem in Colorado. ;)

* DID receive credit for Food TAX amount

That's certainly unusual, but not unheard of. Sometimes they just don't break it down correctly so the system understands what is and what isn't.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Sorry to change the subject but William, why don't we get points for parking/valet? This is such a high margin item that I can't understand it.

Sorry to change the subject but William, why don't we get points for parking/valet? This is such a high margin item that I can't understand it.

Because in about 90% of instances, Starwood does not own the parking facilities, so the margin may not be as great as you think it is. ;)

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Because in about 90% of instances, Starwood does not own the parking facilities, so the margin may not be as great as you think it is. ;)

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

I still think they should give points. If the cost of points for parking is so high to the hotel then they should build that into the rate. Anyway, we'll agree to disagree and I thank you for taking the time to answer.

Hi everyone,
Due to overbooking I was walked to a Hilton about 10 days ago after trying to check in with about a dozen other people. It was especially annoying because it was 1:30 am and as usual the spg line was not open and half a dozen rooms were assigned to non-elites while I along with one other plat were left without a room.
Anyway my question is this: I have not been charged for the room at the Sheraton (It shows online as canceled) and they paid for my stay at the Hilton. Is this normal? According to a search of these forums I should also get room credit and points, but it is not clear whether or not any hotel charges are to be paid either at the Sheraton or Hilton by me.
Thanks for your help.

You do not have to pay any hotel charges. Although getting walked is annoying when you arrive late at night...the compensation is the free room.

Actually, the compensation is the free room, cab fare to get to the other hotel and points.

they paid for my stay at the Hilton.


Just curious. Did they reimburse you for the stay or did the Hilton invoice them directly?

This has been a common occurence recently, it seems. In another thread, Starwood Lurker noted that:

The correct level of compensation for walked Gold and Platinum members is enough Starpoints to be able to stay at the offending property for one night. You can ask for something else, but that is all SPG is going to insist upon.

I'll merge several of these threads together so that we have a definitive "What happens when a Platinum member gets walked?" thread.

Just curious. Did they reimburse you for the stay or did the Hilton invoice them directly?

They just gave me a walk letter which was filled out by the manager asking the Hilton to give me a room and to directly bill it to the Sheraton Suites Market Center (in Dallas). I gave Hilton a credit card for incidentals but that was all.

They just gave me a walk letter which was filled out by the manager asking the Hilton to give me a room and to directly bill it to the Sheraton Suites Market Center (in Dallas). I gave Hilton a credit card for incidentals but that was all.

As a Category 3 hotel, they should post an additional 7,000 points to your account for the inconvenience (in addition to your Plat Welcome Amenity and credit for the stay). If that doesn't happen after a couple of weeks, I'd contact Starwood. It sounds like Starwood Lurker is also willing to help if you aren't able to get anywhere.

I really appreciate all your help and answers.

..I'll merge several of these threads together so that we have a definitive "What happens when a Platinum member gets walked?" thread.

AZ Travels the World...
Maybe this thread would make a good addition to the forum primary resource thread.

Cheers...

AZ Travels the World...
Maybe this thread would make a good addition to the forum primary resource thread.

Cheers...

Indeed. In fact, it's there -- in the first post. Great minds. . . :)

Thanks for the suggestion!

Walked this week from Pleasanton CA Sheraton to a........B & B! Arrived at hotel at 6:30 PM and the walk had been predetermined by GM. It will be interesting to see how the points play out for the two night booking. Probably an e-mail to Lurker in two weeks.

Just got a note from my brother who is also a long time SPG Plat ... He's been staying at the W Union Sq (NYC) for about the last year (I can't even imagine that) for about 3 to 4 nights a week. He knows the whole staff by now, of course.

Anyhoo -- his flight in from someplace was crazy late this past week and he arrived at the W around 2am. The front desk clerk looked horrified when he told her his name and told him that they "didn't think he was coming."

I guess I really don't understand that at all. His rate is around $400 a night, he's been staying there for a year and spent something like $70,000 with them in that time. And they give his confirmed room away ?!?!?!

That's nuts! I don't think they communicated any of the benefits that William notes in this thread, so I am forwarding them to him right now. If this had happened to me, I'd be wild. He had an uber crucial meeting the next morning and certainly didn't need this kind of hassle at 2:30am.

i think if we could see this on the spg.com page it would be good.

if the problem appears we could show the hotel the rule .

i cant find it on the new page, its really a bit confusing...

dp

i think if we could see this on the spg.com page it would be good.

if the problem appears we could show the hotel the rule .

i cant find it on the new page, its really a bit confusing...

dp

I'll pass along your request; however, for now, this will remain something that is passed along internally to the hotels. If you should visit one that has questions about the policy, then please have them call their assigned SPG Hotel Coordinator or consult page 24 of their 2007 SPG Program Guide, which provides details surrounding the policy.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

This is an interesting thread about being walked.

Anyway, I just wanted to say that it's not always the SPG hotel that is being greedy by selling your room to someone else. I know one guy (and really, I'm not talking about myself) who does a trick whenever a hotel is fully booked (e.g. because of a big conference in town). He basically books a single night the night before (usually the hotel is booked solid starting the day of the conference since some people fly in the morning of) and then he basically just "squats" in the room every day.

Each morning when they put the bill underneath his door, he just disregards it and puts the do not disturb sign up. Sometimes they call him but usually he just never answers the phone. If they catch him in the hall and ask him, it's usually too late and he just says "oh yeah, I'm staying here all week."

There was one incident where the hotel actually went into his room and packed all of his stuff and moved it to storage. He went ballistic on them and in the end they comped him for his entire stay (and of course he stayed the entire week).

So I'm just saying that you do have greedy hotels but you also have customers who basically don't leave and it's very difficult for the hotel to kick them out which causes this problem.

I'm an SPG gold who booked a pair of rooms for this past Saturday at the Westin St. Francis in San Francisco. Upon arrival, all of us were walked to the W.

Does anyone know if the Starpoints compensation is supposed to be any different if a Gold was walked from two rooms rather than just one?

I'm an SPG gold who booked a pair of rooms for this past Saturday at the Westin St. Francis in San Francisco. Upon arrival, all of us were walked to the W.

Does anyone know if the Starpoints compensation is supposed to be any different if a Gold was walked from two rooms rather than just one?

From westin to W?! Be happy!

I'm an SPG gold who booked a pair of rooms for this past Saturday at the Westin St. Francis in San Francisco. Upon arrival, all of us were walked to the W.

Does anyone know if the Starpoints compensation is supposed to be any different if a Gold was walked from two rooms rather than just one?

This would just apply to the room that you were to personally occupy.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

From westin to W?! Be happy!

I agree. I would gladly pay extra to stay at the W!

http://edition.cnn.com/2009/TRAVEL/traveltips/05/19/hotels.walking/


Makes interesting reading!

I agree. I would gladly pay extra to stay at the W!


Uh, me too! Sounds like you lucked out! I would take the W over the Westin any day!

From what I'm understanding from this thread, if you are walked:
-you get credit for the stay
-you get enough Starpoints credited to account for the hotel category
-you get transport to the new hotel
-you get a free call

I was "walked" from the Sheraton St Louis on Tuesday and only offered 5000 points for a 7000 point property. Also, I'm not entirely sure if I had to still pay for the night at the Sheraton while being moved to the Renaissance (which reminds me why I stay at SPGs). This is all new to me and thought I'd try doing a search for similar experiences before calling the Gold line.

This thread surprises me- as a gold or a plat I have never been walked at Starwood.

Call me naive but I don't think a PLT should be walked for anything short of a catastrophy at the hotel. There's got to be some one else that can be walked.

For me, the only policy I want is reserve your room with a cc and the room is yours that night. Pretty simple, no?

+1

I'll Gladly be walked, not wanting to is akin to not wanting to be bumped off a flight.

I understand at times a person not wanting to be bumped off aflight as its the last flight out etc. But whats the problem with being walked from a Hotel, most likely if you got your room the place was FULL so no Upgrades, I now get it , if walked one wouldnt be able to Rant about not getting an UP and getting a lousy room to boot.

You have it exactly backwards. If you are bumped off a flight, at least you can get a hotel room and be comfortable for the night. And be well compensated. Physically, you usually end up okay.

If you are bumped from a room at 2am, you are up a creek. At a minimum you are losing precious sleep, and often have to be up at a normal hour for business. Not to mention the aggravation of finding another room, often some distance from where you are. It is unacceptable.


So I'm just saying that you do have greedy hotels but you also have customers who basically don't leave and it's very difficult for the hotel to kick them out which causes this problem.

This doesn't just happen suddenly at 10pm - the hotel is aware of that type of situation by checkout time or shortly thereafter. At that point the proactive manager would get on the phone and make arrangements to bump another arriving guest - and then pick one who arrives late afternoon rather than wait for the 2am arrival.

Talked to SPG last night. I was on hold for a loooong time while she and her supervisor checked the rule book since neither were sure. According to the rep the way it should play:
-Golds and Plats are the last to get walked
-No stay credit
-Get comped the value of the hotel in points
-Hotel gives you "bonus" points

I find it totally ridiculous you don't get stay credit. I booked the Sheraton and was asked to go to the Renaissance. Now I don't get 1/2 the free weekend stay for the Q2 promo. That's bogus. The Cat 3 hotel only gave me 5000 points so she was going to call them immediately to add 7000 more. Now I have to use points for a stay this weekend instead of getting a free night. Needless to say I'm unhappy.

I find it totally ridiculous you don't get stay credit.

Hello:rolleyes:..but you didnt stay at a Starwood Hotel

Talked to SPG last night. I was on hold for a loooong time while she and her supervisor checked the rule book since neither were sure. According to the rep the way it should play:
-Golds and Plats are the last to get walked
-No stay credit
-Get comped the value of the hotel in points
-Hotel gives you "bonus" points

I find it totally ridiculous you don't get stay credit. I booked the Sheraton and was asked to go to the Renaissance. Now I don't get 1/2 the free weekend stay for the Q2 promo. That's bogus. The Cat 3 hotel only gave me 5000 points so she was going to call them immediately to add 7000 more. Now I have to use points for a stay this weekend instead of getting a free night. Needless to say I'm unhappy.

u might want to check it out. unless rules have changed you do get a stay credit. it was posted once by the Lurker on post #27

Hello:rolleyes:..but you didnt stay at a Starwood Hotel

the choice of staying in a *wood hotel was taken away from him by the hotel that walked him-not by the customer.
He should(and probably will)get the nights credit.

Let me throw my hat into this with a slightly different scenario (I searched, read a bunch, couldn't find anything related).

I was walked from the Westin Ft. Lauderdale (Cypress) to the Westin FLL Beach Resort (nice property ^) at the beginning of June when the Westin Cypress didn't have water and the keycards weren't working (so you had to be escorted to your room by a staff member with a master key) :rolleyes:.

I received a stay credit and points for my original reservation at the Westin Ft. Lauderdale, but not for the FLL Beach Resort. I stayed there, shouldn't I get credit?

I wrote to SPG requesting the missing stay and they wrote back and said "you had no charges, you get no points." Given the current stay 2 get 1 promo, I'm more interested in the stays.

Low and behold, I read this thread and it appears I'm due 10,000 points as well. How do I go about getting those?

And am I wrong for thinking I should get a stay credit for the beach resort?

Thanks oh wise ones of the SPG forum.

Let me throw my hat into this with a slightly different scenario (I searched, read a bunch, couldn't find anything related).

I was walked from the Westin Ft. Lauderdale (Cypress) to the Westin FLL Beach Resort (nice property ^) at the beginning of June when the Westin Cypress didn't have water and the keycards weren't working (so you had to be escorted to your room by a staff member with a master key) :rolleyes:.

I received a stay credit and points for my original reservation at the Westin Ft. Lauderdale, but not for the FLL Beach Resort. I stayed there, shouldn't I get credit?

I wrote to SPG requesting the missing stay and they wrote back and said "you had no charges, you get no points." Given the current stay 2 get 1 promo, I'm more interested in the stays.

Low and behold, I read this thread and it appears I'm due 10,000 points as well. How do I go about getting those?

And am I wrong for thinking I should get a stay credit for the beach resort?

Thanks oh wise ones of the SPG forum.

Was this a 1 night stay, and was the stay comped at Westin FLL Beach Resort? If yes, then you got what you're entitled to. The 10,000 points is if this is considered a walk.

This actually sounds different than a real walk. This relocation ws due to hotel physical problems (and not oversold) and they found alternate comparable accommodations at no additional cost.

You received stay credit for the Westin FLL Cypress per original reservation. You do not receive credit for Westin FLL Beach Resort because it was not a revenue stay (the stay was paid for by Westin FLL Cypress) if this was a real walk.

So, you got 1 stay credit, you are not entitled to credit for 2 stays.

So, you got 1 stay credit, you are not entitled to credit for 2 stays.

I was afraid of that, but fair enough. Can't :rolleyes: a guy for asking.

Yes, it was a 1 night stay and the night at Beach was covered by Cypress. What's the difference between a walk and a walk though? I still got walked because the hotel I reserved couldn't accommodate me (besides trying to convince me otherwise) and it did create a 4 hour inconvenience.

Talked to SPG last night. I was on hold for a loooong time while she and her supervisor checked the rule book since neither were sure. According to the rep the way it should play:
-Golds and Plats are the last to get walked
-No stay credit
-Get comped the value of the hotel in points
-Hotel gives you "bonus" points

I find it totally ridiculous you don't get stay credit. I booked the Sheraton and was asked to go to the Renaissance. Now I don't get 1/2 the free weekend stay for the Q2 promo. That's bogus. The Cat 3 hotel only gave me 5000 points so she was going to call them immediately to add 7000 more. Now I have to use points for a stay this weekend instead of getting a free night. Needless to say I'm unhappy.

Hi savedsol,

This is the information I have received regarding walk aways.

• Member will receive Starpoints for the portion of their stay that they were turned away for
• Member will receive bonus Starpoints equivalent to the cost of a Free Night Award at the hotel that turned the guest away.

The applies even if the member is relocated to another Starwood hotel, including hotels that share a complex but have separate property numbers.

However.... only applicable to Gold, Platinum and VIP members.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

This is the information I have received regarding walk aways.

Can you (or someone) please define walk aways as it relates to compensation. Is this only done when the hotel is "oversold" or when they simply can't accommodate the guest's reservation due to non Force Majeure reasons?

Thanks.

Can you (or someone) please define walk aways as it relates to compensation. Is this only done when the hotel is "oversold" or when they simply can't accommodate the guest's reservation due to non Force Majeure reasons?

Thanks.

It applies in the case of a hotel being oversold and an elite member being walked to another property. It would not apply for reasons related to Force Majeure; however, I have heard of some properties who did so anyway as a gesture of goodwill.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

My latest experience being walked, I am PLT

Westin DFW, late flight arrived at hotel approximately 2AM
Told sorry no available rooms, offered a meeting room with a roll away bed, told them no thank you and could I be walked to the Sheraton across the highway, so very close (and yes I tried to be as polite as possible to not upset them or me)
Desk Agent said no problem and Westin would pick up tab, no manager around to talk other compensation.
Next day showed back at Westin and talked to the manager who was waiting for me to come back.
Westin picked up tab for Sheraton, (and also got points, stay credit and Night after night bonuses for Sheraton, so don't pass it on)
Gave me stay credit and points for the night in question and PLT Welcome of 500 pts for both (attempts at) check in
Offered $40 credit in the restaurant or 7,000 points, took the points
Upgraded to “Presidential Suite” for rest of the stay, although I have been upgraded to other suites almost every other time I stayed this year, just a different one.

On another side note, my Amex also got charged for the first night, turns out for some reason they had me as a no show on the first night, called the Westin and they immediately credited the no-show.

Anyway, I just wanted to say that it's not always the SPG hotel that is being greedy by selling your room to someone else. I know one guy (and really, I'm not talking about myself) who does a trick whenever a hotel is fully booked (e.g. because of a big conference in town). He basically books a single night the night before (usually the hotel is booked solid starting the day of the conference since some people fly in the morning of) and then he basically just "squats" in the room every day.

Each morning when they put the bill underneath his door, he just disregards it and puts the do not disturb sign up. Sometimes they call him but usually he just never answers the phone. If they catch him in the hall and ask him, it's usually too late and he just says "oh yeah, I'm staying here all week."


Many years ago, in most states, the guest had "squatters rights" in a hotel room and could not be ejected so long as the room was being paid for.

But every hotel I've checked into for years now makes you sign a form acknowledging the mutually agreed departure date. Legally, that gives the hotel the right to empty the room, with or without your cooperation, on the departure date - i.e. no more "squatters rights".

...i.e. no more "squatters rights".

Not really. They still exist, but it is dependent upon the jurisdiction because these are covered in local innskeeper laws that vary from location to location. New York City, for example. You cannot force anyone out of their room there, but there is also no limit to what a hotel can charge a guest if they extend their stay in such a fashion. So, what comes around, goes around. ;)

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Not really. They still exist, but it is dependent upon the jurisdiction because these are covered in local innskeeper laws that vary from location to location. New York City, for example. You cannot force anyone out of their room there, but there is also no limit to what a hotel can charge a guest if they extend their stay in such a fashion. So, what comes around, goes around. ;)

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com


So the limits on the back of the door don't apply in those instances?

So the limits on the back of the door don't apply in those instances?

Not by my understanding, but that may also be governed by local innskeeper laws, so kind of hard to say from one location to another.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

What happens if you get walked on a BRG?

Shouldn't you get:
1. One stay/night credit and points for the first night
2. Points for one free night, same category
3. Platinum amenity points, and
4. 2000 BRG points?

The hotel told me I am not entitled to any of this, since a BRG rate does not guarantee the room.

What happens if you get walked on a BRG?

Shouldn't you get:
1. One stay/night credit and points for the first night
2. Points for one free night, same category
3. Platinum amenity points, and
4. 2000 BRG points?

The hotel told me I am not entitled to any of this, since a BRG rate does not guarantee the room.

Hi DUflyer,

Please contact Corporate Customer Care immediately and request for a document file to be created.

As a Platinum member, if you were being turned away, you should receive the following:

1. Starpoints for the portion of the stay that you were turned away.
2. A bonus of Starpoints equivalent to the cost of a Free Night award at the property you were turned away from.

My apologies for the inconvenience caused.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

Hi Thyetus,

thanks for your quick reply!

I guess that means I will also get the stay credit, as has been mentioned in previous posts. (Hopefully, otherwise I'm one stay short on a free weekend night).

But one thing that hasn't been answered before is what happens to the 2000 BRG points?
Will you still get them, or are they considered to be covered by the category bonus points you get?
In that case, I guess BRG guests are always the first to get walked as that saves the hotel 2000 points...

DUflyer

I guess that means I will also get the stay credit, as has been mentioned in previous posts. (Hopefully, otherwise I'm one stay short on a free weekend night).

But one thing that hasn't been answered before is what happens to the 2000 BRG points?
Will you still get them, or are they considered to be covered by the category bonus points you get?
In that case, I guess BRG guests are always the first to get walked as that saves the hotel 2000 points...

DUflyer

Hi DUflyer,

I am not that certain on BRG bonus points as I no longer handle such claims. The last time I was told would be the bonus points will be credited shortly after the stay is credited. As such, if your stay is credited, you should be receiving the bonus as well.

So the best advice would be to call up CCS and remind them on your bonus points as well. Hand the whole issue to the associate and ask for a resolution.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

I've seen the BRG option. What about Cash & Points? I just tried to check in to the Sheraton JFK, and was handed a photocopied form letting me know they were oversold and were walking me. I tried inquire about compensation (was Gold, this was my first Platinum stay), but there was a bit of a language barrier and all I could get was that they wouldn't charge me.

So, while I love the Hilton Garden Inn, I'm wondering whether I get the points part of my Cash & Points back (not back yet). Also, do any of the other terms of a walk apply?

I've seen the BRG option. What about Cash & Points? I just tried to check in to the Sheraton JFK, and was handed a photocopied form letting me know they were oversold and were walking me....
So, while I love the Hilton Garden Inn, I'm wondering whether I get the points part of my Cash & Points back (not back yet). Also, do any of the other terms of a walk apply?

As I understand it, you should
a) Get the 2,800 points back from C&P reservation
b) not be charged the cash portion
c) receive a 7,000 point credit
d) EDIT: You are Plat, so you should receive the 500 pt. Plat Amenity.

Since the stay was booked on C&P, I don't think you are entitled to stay credit.

...d) EDIT: You are Plat, so you should receive the 500 pt. Plat Amenity.

Probably not, but YMMV. Always worth asking for though, I suppose. ;)

Since the stay was booked on C&P, I don't think you are entitled to stay credit.

No stay/night credit.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com