Sankaps
Apr 7, 08, 4:17 am
Just experienced a pet peeve at the Moana Surfrider (now branded a Westin) in Honolulu. Had expressly booked a "Large renovated city view room in the historic wing", choosing to pay a higher rate than the normal city view rooms. At check-in, was explicitly told "We have you in a large city view room as booked". Enquired about the possibility of an upgrade to the next level up due to Gold status, but was told none were available. Fair enough, trotted off to my room (room 440, in case you are familiar with the hotel's layout).
Entered the room to find it was tiny -- literally the smallest room I have ever seen at the Moana (I have stayed there several times previously, both in the Historic and Tower wings). The bathroom too was tiny -- so tiny that it did not have place for a tub, just a shower. The room was renovated and looked new and clean, with the Westin branding clearly evident. However by no stretch of imagination was this a "large" room, even considering the Moana's smaller-than-average room sizes.
It was getting late, I had a dinner appointment and an early flight the next day, so I decided I would have a word with them on checkout. I asked the very nice agent at check-out if room 440 really was considered a large room, and he looked extremely embarrassed and apologetic that I had been assigned that room despite booking and paying for a large room. As a gesture of goodwill, he offered to waive my valet parking charge ($25), and told me to contact the hotel a day or two before arrival the next time to ensure I was getting the right kind of room. He was also surprised I was told there was no upgrade available, though he did not offer details as to what kind of upgrade might have been made available.
If I had more time, I would have definitely pressed harder after check-in. But this has me wondering... isn't it a deceptive business practice to charge a guest for one category of room, and put him in in a lower category without informing him or offering him the corresponding rate adjustment if for some reason they were out of the category booked? Will certainly take this up with Starwood Guest Relations.
Sankaps.
Entered the room to find it was tiny -- literally the smallest room I have ever seen at the Moana (I have stayed there several times previously, both in the Historic and Tower wings). The bathroom too was tiny -- so tiny that it did not have place for a tub, just a shower. The room was renovated and looked new and clean, with the Westin branding clearly evident. However by no stretch of imagination was this a "large" room, even considering the Moana's smaller-than-average room sizes.
It was getting late, I had a dinner appointment and an early flight the next day, so I decided I would have a word with them on checkout. I asked the very nice agent at check-out if room 440 really was considered a large room, and he looked extremely embarrassed and apologetic that I had been assigned that room despite booking and paying for a large room. As a gesture of goodwill, he offered to waive my valet parking charge ($25), and told me to contact the hotel a day or two before arrival the next time to ensure I was getting the right kind of room. He was also surprised I was told there was no upgrade available, though he did not offer details as to what kind of upgrade might have been made available.
If I had more time, I would have definitely pressed harder after check-in. But this has me wondering... isn't it a deceptive business practice to charge a guest for one category of room, and put him in in a lower category without informing him or offering him the corresponding rate adjustment if for some reason they were out of the category booked? Will certainly take this up with Starwood Guest Relations.
Sankaps.