Starwood Preferred Guest - Snotty response from Sheraton Suites Houston

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Sounds like you are too much customer for them to handle, and your business isn't worth it to them. Take it elsewhere in the future.

To provide some context, I am a frequent traveler to Houston and recently had a rather subpar stay where 1) I was not recognizzed as SPG platinum, 2) was not offered my amenity at check in and 3) my breakfast room service order was muffed. So, like I frequently do, I logged on to SPG and made them aware of these issues, espcially since the room rate at that hotel is now currently the same as the Sheraton in NYC ($269). Here is the snotty response I got back from the operations manager, who clearly is trying to discourage me from complaining by pointing out the Sheraton Promise points I've received over the last several years (as if that makes me ineligible to get more because they keep providing subpar service).

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First of all I would to take the time to apologize for the issues on your last stay. I see your reservation was booked on the same day of arrive at 4:20pm and you checked in at 6:17pm. We always try to pre-block our Platinum members and the day of your reservation we were on a sold out status which made it difficult for us.

As for the room service issue, I have forwarded the complaint to our Food & Beverage Manager along with the other issues from your past stays. Over the past two years will have issued you 17,000 Starwood Goodwill Gesture points, for this past stay I will have accounting refund you for the room service which will be $23.00 to your Amex.

If you should need any further assistance please just let me know


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To quote Sonny Crockett - "Major uncool..."

I'll be writing Starwood management in White Plains (again, sigh)

There is a current thread on this property, I'm not sure why an additional thread was needed. Please take out the contact information, it's against FT TOS.

1) I understand the hotels position. It was a late reservation, in a sold out hotel when you were checking in shortly after the reservation was made. It's an all suites hotel, aren't all the rooms the same? :confused: What exactly do you mean you were not "recognized"?

2) The amenity, you should have gotten, call the Platinum concierge.

I don't understand something. Based on how this is written it appears that you have stayed at this property before and they have given you points in the past. If it is correct that you've stayed there before and experienced continuous problem why continue to stay there??.

By the way, this doesn't appear snotty in any way.

Snotty or illiterate, take your pick. Either way, time to pull your business.

I've removed the contact details - so can you remove them from your post given that they carried over?

In answer to your queries:
The one differentiating factor with those rooms is altitude. The hotel is adjacent to I-610. The higher up the room, the less road noise there is. I was originally put on the 5th floor - one of the lowest. After complaining, they put me on 14. Big difference acoustically.

I've stayed at the hotel probably about 20 times. I've only had problems twice before. As I recall, once I got 7K points because they missed my wakeup call and once 10K points because room service forgot my order. In comparison to the St. Regis Houston, this hotel is a better choice.

I am not sure what is "snotty" about the response.

Looks like that manager acknowledged your issues... explained why some happened... and arranged to remove charges for the room service issue.

And the manager said to "Just let him know" if you had other issues.

You may have gotten a more "acceptable" response if you had presented your issue while there vs. going to spg.com and complaining after the fact. It is difficult to "fix" something after the guest has left. All they can do is apologize.. and give something for your troubles.

William

I would have to say that their response doesn't sound snotty to me.

As to the room, you had a last minute booking, what did you expect? My guess is that the rooms manager had already left for the day as well.

From my chats with the front desk people at various hotels, they often get lots of platinum members every night. Platinum status is nice, but really not that uncommon.

I'm not sure what type of response you were expecting. Booking late in the day, checking in 2 hrs later in a sold-out hotel - I certainly wouldn't expect to have pre-booked a best room in the house. He apologized for the situation and noted that they try to pre-block PLT rooms. Did you expect him to ask other checked-in guests to move, or un-block earlier-reserved PLT's so you could have a better room?

Missing PLT amenity - it happens. Did you remind them and they refuse? I've always found that a "do you have my PLT status on my record" is sufficient. If I forget, an email to customer service gets the 500 points posted quickly.

My read of the points situation is that they have given you points in the past and they don't seem to make you happy, so this time we will refund you in cash. It costs the hotel more, but is an attempt to better the situation. Somehow you seem to read it as some sort of discouragement/intimidation.

Did you want the manager to supplicate and beg for your forgiveness, refund your entire stay, commit hari-kari, ... I find nothing snotty or snooty about the reply - it's quite professional, apologizes, explains the situation, and attempts to make amends.

There is a current thread on this property, I'm not sure why an additional thread was needed.

completely agree.

...Did you want the manager to supplicate and beg for your forgiveness, refund your entire stay, commit hari-kari, ... I find nothing snotty or snooty about the reply - it's quite professional, apologizes, explains the situation, and attempts to make amends.

:D ^

Hari-kiri, I think. After first dismissing the entire staff of the hotel. ;)

(To the OP: Snotty? Are you serious? :confused:)

I can see why the OP would be upset. I think the part about the points he's received in the past is uncalled for. He received points in the past because there were problems. I took that as how dare you complain after we've treated you so well before.

GM there was helpful in past. Seemed like he wanted to resolve our issue (reservation) and make us happy. And yes the reply letter from the operations manager should have been phrased with solely the apology and the refund. No need to bring up past problems to a returning guest, who may have already forgotten about them. If you are planning on staying again, you may want to speak to the GM.

(To the OP: Snotty? Are you serious? :confused:)

i think management's reference to points awarded in the past can be construed as snotty. ("we've given you points in the past, so you must be a complainer. yes, we are tracking your complaints and the points we give you. please stop complaining.") i am not saying that is what they meant, but it certainly can be construed as such.

I think the response was actually ok - factual and apologetic - i've stayed here before and was not impressed - at 269 a night i would try something else!

Snotty? Not nearly as bad as the Four Points that told me to seek grief counseling (http://www.flyertalk.com/forum/showthread.php?t=175454&highlight=meeting+planner&page=2). :eek: :D

Snotty? Not nearly as bad as the Four Points that told me to seek grief counseling (http://www.flyertalk.com/forum/showthread.php?t=175454&highlight=meeting+planner&page=2). :eek: :D

Yes...but were they willing to pay for such counselling? :eek: