Starwood Preferred Guest - Hotel canceled Starhot (employee) reservation [Update: issue resolved]

I am an employee of Starwood and I have a privilege of making a discounted starhot reservation if it is offered. I used it on several ocasions. I made a reservation with Westin Los Cabos in Mexico over two weeks ago. The reservation is for 6 nights. I bought also three flight tickets from Chicago, obviously without any restrictions to save money on this trip. Today in the morning I received a phone call from a front desk attendant of Westin Los Cabos to inform me that my reservation will be cancelled due to overbooking. I was shocked. She said that Westin will not look for me for a different accomodation and it will not reimburse me for the flight tickets. Then I talked to a reservation manager and he told me that they cancelling all starhot reservations because they are almost booked and then he threatened that since I cause a problem he would call my HR department. In his opinion I should just say "ok that is great, thanks for calling". I went straight on-line and tried to make a new reservation without using the starhot rate and I was able to do it.

Sounds like you need to talk to someone else. Either that, or there's some fine print that says they have the right to screw you at any time...which while possible, seems unlikely. Wouldn't they know that they were overbooked at the time you made the registration? And why are there rooms available now if they are in fact overbooked?

I guess if I found myself in this position, I would contact my HR director and ask for their assistance with it.

Best regards,

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

guest.forum@starwoodhotels.com

definitely contact Human Resources. this really isn't a topic in which flyertalkers can help out (unless you are asking for recommendations for alternative accommodations). this is really an internal/starwood employee benefits questions.

Either StarHot rates are unconfirmed, and a hotel can cancel them, or they're not.

I'd talk to HR to find out. And if they can't be cancelled, no doubt someone up the food chain can help.

Either eay, I suggest you avoid posting about this on a public bulletin board, since I'm guessing it'll be particularly displeasing for your employer.

Annoying? Yes, incredibly.

Worth job-related discipline? Probably not.

Best,
Gary

Sounds very much like normal business practices.. that the priority goes to full fare paying customers. Discounted or free accomodations/flights for employees take second priority.

I don't know about US airlines, but on SQ , employees get the lowest priority for any SQ 'free' flight. Companies do have to protect the clients over 'freebies' I guess.

Wow, that's pretty shocking, however it seems like the same policy airlines have with buddy passes. It's standby only and if there is a paying customer ahead of you, though luck.

Sounds very much like normal business practices.. that the priority goes to full fare paying customers. Discounted or free accomodations/flights for employees take second priority.


i don't think starhot rates are like non-rev standby for airline personnel. but, i could be wrong.

clearly this is an issue for the original poster (OP) to take up with his/her HR department. i think we are beating a dead horse and a moderator can probably feel free to close...esp. after what william said (i.e., discuss with HR).

I guess if I found myself in this position, I would contact my HR director and ask for their assistance with it.

Best regards,

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

guest.forum@starwoodhotels.com

I agree with William.

Sounds very much like normal business practices.. that the priority goes to full fare paying customers. Companies do have to protect the clients over 'freebies' I guess.

None of us would disagree with the thrust of what you've written here ... except .... hotel stays are a tad different than airline transport.

When I worked for Marriott a billion years ago, we also had access to deeply discounted rates at any global property. However, the rates were subject to availability --- if a property forecasted to be at high occupancy for a certain time, chances were that the lowest employee rates were not available then. However, if you were somewhat flexible, you could often snag some great overnight rates (we're talking $29-$45 here folks) and, YES, they were confirmed in advance. That was one of the perks of working there.

If that is the same sort of benefit plan in place at *wood, then you can bet I'd be majorly steamed if my confirmed in advance employee-rate stay was bounced after I'd made travel plans. That's unacceptable in anyone's eyes.

Good luck to the OP.

If the reservation was guaranteed and you have a confirmation, they cannot cancel it.

They can only appeal to you as a colleague and ask you to change the date due to unexpected high occupancy (and it better be above 91% if I remember the policy right from my Starwood days).

Yes, I believe that these are rates like any other discounted rates - they only load them on dates they are comfortable with - but then it *should* be confirmed. As the OP mentions, he has non-refundable flights. That changes the equation here, as the hotel is effectively asking the Starwood employee to eat costs associated with the cancellation. Effectively charging the OP for being a HOT employee.

However, as also mentioned, this is between the OP and HOT. And it's usually not a good idea to post internal employer/employee stuff like this on a public message board.

This particular situation certainly should be better handled privately as an internal issue, but I have no objection to emplyees asking questions and discussing the StarHOT program if we can help and if we can learn. I would hope that they would be questions that would not get an employee in trouble, though. The OP might could have asked, "Are StarHOT reservations guaranteed? What are the cancellation policies for StarHOT rates?"

StarHOT rates are not only for employees. They are also for families of employees. So it's nice that there is a public link with answers to these questions.

StarHOT T&Cs (http://www.starwoodhotels.com/promotions/terms_conditions.html?promoCode=STARHOT)

StarHOT rate search site (http://www.starwoodhotels.com/promotions/promo_landing.html?category=STARHOT)

From the T&Cs:
PROGRAM ADMINISTRATION
Important note to hotels using a mandatory guarantee. The non-guaranteed reservation option is possible due to an enhancement made to StarLink. StarLink will override the mandatory guarantee policy for reservations made for the StarHOT rate plan and allow non-guaranteed reservations to be booked, except at resort hotels that require a mandatory deposit at the time of booking. This is a benefit for our associates who do not have access to a credit card at the time of reservation. Hotels must hold and honor these reservations until the designated 4:00 or 6:00 p.m. hold time. After this time, the reservation may be released unless the associate has called with a credit card or mailed a deposit.

Restrictions – Rooms are provided on a space available basis. If occupancy rates for the date(s) requested are at 80% or forecasted to be at 80% or greater then the hotel may close out StarHOT. If occupancy rates are less than 80% or forecasted to be less than 80%, properties are required to set aside a minimum of 5% of their room inventory for associate use. Discounted rooms may not be granted during any special events, such as New Year’s Eve, Super Bowl, Mardi Gras, etc. Blackout dates and other individual property restrictions may apply. We reserve the right to change or cancel this benefit at any time.

As best I can tell, the OP's reservation should not have been cancelled.

OP, I suggest that you handle this internally. If it is resolved (and especially if it is resolved in your favor), it would probably be a good idea to update this thread to say so. For your own benefit, you might wish to edit or delete your opening post. I would think that Starwood would prefer to keep its internal StarHOT faults private.

Sebastian13, welcome to FlyerTalk! I hope you'll continue to contribute to the forum. It's always nice to have another Starwood employee that can share information, answer questions, and learn from the other FTers.

Thanks for all the replies. My HR manager is trying her best to help me out. I was trying to look for any info about cancelling the hotrate reservations and I was unsuccesfull. I guess this forum is the best to look for an answer. I will keep you posted how it all ended for me. I hope that I won't get fired for my post and that my post will help others to clear this issue. If I knew about this policy I would definetelly buy a more expensive flight with cancelation option. Once again appreciate for all the help.

For 20 years, I worked at a hotel chain. We had deeply discounted staff rates (Free when I started), but when confirmed, they were always honored. This hotel should be honoring it's commitment. The acceptance of the rate only proves their poor forcasting, which you should not be penalized for.

On an employee rate, I was always treated with distain. But the price still made it worth it.

I'd look for alternate rooms, and enjoy the trip dispite their poor handling of the situation. :D

You might also consider checking for availability at the nearby Sheraton. I got a better impression of that property than of the Westin. We stayed at the Westin but took a tour of the Sheraton.

When comparing the reviews here on FT, keep in mind that many of the reviews are by SPG elite members that got benefits that you probably won't get as an employee on a StarHOT rate.

Business ethics dictate they need to honour your reservation, offer you alternative lodgings, or compensate you for your flights.

Cheers,

You might also consider checking for availability at the nearby Sheraton. I got a better impression of that property than of the Westin. We stayed at the Westin but took a tour of the Sheraton.

When comparing the reviews here on FT, keep in mind that many of the reviews are by SPG elite members that got benefits that you probably won't get as an employee on a StarHOT rate.

Thanks. This was the first thing I did. Unfortunatelly, Sheraton had a starhot rate available at the time of my original booking, but they do not offer it anymore during my anticipated stay.

Sebastian13, let me also welcome you to FT. The SPG forum is a great place with many people able to help with a fantastic amount of knowledge. I can see why you would come here for information. The only thing I would ask myself if I were in your shoes is "did I sign any type of confidentiality agreement or proprietary information agreement as part of my employment that would prevent me from posting certain things on a public forum?".

I'm not trying to discourage you but rather just trying to ensure you are being safe with your decision to talk about the policies and inner workings of your employer here.

I wish you the best of luck and hope your HR department finds a positive solution for you.

Thanks. This was the first thing I did. Unfortunatelly, Sheraton had a starhot rate available at the time of my original booking, but they do not offer it anymore during my anticipated stay.
Hey, Welcome to FT, and wishing your trip works out well. I cannot speak about current SPG policy, but when in the past I have the courtesy extended of deeply deeply discounted rates with OTHER hotel chains there was a specific clause regarding non-disclosure etc. My suggestion is you see if you can work it out internally- as you probably don't want to put your employer in an unfavourable light here in the public- and also there is a potential you may be in conflict of terms and conditions related to internal communication (although I don't know this). You may also want to talk to some of your colleagues to see if they can help you out- if, for example, they know the rooms division manager this is usually the person that can sort out such problems. Good luck.

Sounds like the staff at the Westin Los Cabos knows how to deal with all types of situations in the most diplomatic and professional manner possible.

Cheers,

Adrian

Thanks once again for all the tips and advice from all the flyertalk members. My reservation has been reinstated and I am going to Los Cabos. My HR rep and Westin Los Cabos Department of Revenue made this all possible. I cannot wait to enjoy my vacation in Mexico.

Thanks once again for all the tips and advice from all the flyertalk members. My reservation has been reinstated and I am going to Los Cabos. My HR rep and Westin Los Cabos Department of Revenue made this all possible. I cannot wait to enjoy my vacation in Mexico.

Enjoy your trip. Hopefully the hotel won't put you in a closet as punishment for making them honor your reservation. The Westin Los Cabos management sure sounds bad here.

Great out come to a problem that should have never happened! ^^^^^^^

Thanks to the OP for the courage to post their problem here. As a frequent traveler, and a hotel owner, I know that a guest cannot be happy if the employees are unhappy. This story tells me volumes about why I would rather stay someplace other than the Westin if traveling to the area. The best Starwood properties I have stayed at are not the ones with a category 5+ rating, they are the ones where the employees actually enjoy going to work. (I have also found that the happiest employees are usually at the *wood branded sites, but not actually owned by Columbia-Sussex- YMMV.)

I am pleased that the OP's HR director was able to adjucate a resolution to this- that will certainly help with how his/her employees feel about working at their property! When I tell one of my employees they can give a room to their parents/siblings/friends you can be darn sure I honor the offer, and my small resort-area property is almost always full on the weekend. I am far better off "losing" $400 in revenue than having a housekeeper or desk clerk look for a way to "punish" me for screwing them on a reservation.

I am writing this from the Four Points Palmas del Mar (Humacao, PR) where the employees seem pretty content. It is quite a change from my stay in Nov. 2006 at the Westin Rio Mar (now Wyndham) where the employees were treated like garbage, and passed the treatment along to the guests (remember gleff/View from the wing's review of the place shortly after my stay?)

I am curious as to the OP's mention of some government involvement in this, but suppose it would be in bad taste to post that part of the story now that the issue is resolved- although a PM with the details would quell my curiosity...

Well, there are Medalla's to be consumed and beaches to enjoy, so I am going to get off the computer before the Mrs. injures me (again).

Cheers!

Thanks to the OP for the courage to post their problem here.

i didn't get the sense that "courage" had anything to do with the first post. i think the OP was really confused on where to turn for advice.

i didn't get the sense that "courage" had anything to do with the first post. i think the OP was really confused on where to turn for advice.

The OP wrote "...and then (the manager) threatened that since I cause a problem he would call my HR department."

If I had threatened one of my employees, and they subsequently posted their complaint and my threat on a public forum they knew was frequented by people in my company, I would consider them to have displayed courage. Not necessarily a great career move, but certainly a courageous one. I could have written "Thanks for having the balls to post here" but that would not have been as pleasant to read, and would have possibly taken the thread down another path. (Some baseball fans might have thought I was referring to a small, round, white object with red stitching...;)

The OP's motivation may have been to seek advice, but it still required (IMHO) some courage to seek it here. While this is not a forum for HR resolutions, as a potential guest at the Westin, I learned something that I found valuable in the post.

OK, where is that darn bottle opener... Oh, never mind, they're twist-off!