Starwood Preferred Guest - Westin Whistler - No heat, No water, No apology

I have generally been very happy overall with my stays at Starwood properties but this past weekend I had a really poor experience which I thought I'd ask the FT community what you think an appropriate course of action would be.

This past weekend I cashed in some points for a weekend of skiing at Whistler. Upon arrival I was pleasantly surprised to be upgraded to a loft suite even as a lowly Gold member. From here things went downhill quick. After getting off the slopes I came back to the room in an attempt to warm up and have a hot shower. When I entered the room it felt quite cool but thinking that the heat had just been turned down for the day I cranked up the thermostat and went into the bathroom for a shower. Even after letting the water run for several minutes it never got more than lukewarm. I made a call to the desk to enquire about the problems and was informed that the hotel's boiler had froze and hot water for showers and heating would be unavailable for the evening but that they would send up extra blankets had I desired. Later, the hotel seemed to also be having power problems as the lights flickered on and off several times through the course of the evening.

As the entire hotel was experiencing difficulties I didn't make a point of complaining to management as I assumed that they would offer some sort of compensation to all guests given the circumstances. Now that I'm back home and have heard nothing I'm wondering how to contact hotel management and what appropriate compensation would be. Anybody had similar issues at this or other properties?

I have generally been very happy overall with my stays at Starwood properties but this past weekend I had a really poor experience which I thought I'd ask the FT community what you think an appropriate course of action would be.

This past weekend I cashed in some points for a weekend of skiing at Whistler. Upon arrival I was pleasantly surprised to be upgraded to a loft suite even as a lowly Gold member. From here things went downhill quick. After getting off the slopes I came back to the room in an attempt to warm up and have a hot shower. When I entered the room it felt quite cool but thinking that the heat had just been turned down for the day I cranked up the thermostat and went into the bathroom for a shower. Even after letting the water run for several minutes it never got more than lukewarm. I made a call to the desk to enquire about the problems and was informed that the hotel's boiler had froze and hot water for showers and heating would be unavailable for the evening but that they would send up extra blankets had I desired. Later, the hotel seemed to also be having power problems as the lights flickered on and off several times through the course of the evening.

As the entire hotel was experiencing difficulties I didn't make a point of complaining to management as I assumed that they would offer some sort of compensation to all guests given the circumstances. Now that I'm back home and have heard nothing I'm wondering how to contact hotel management and what appropriate compensation would be. Anybody had similar issues at this or other properties?

I know this going to come across harsh. Yet you need to hear this. NEVER, assume that something is going to be taken care of, as most likely you're be disappointed.

You should have explained you dissatisfaction with management during your call or at check out. I know many people will say they cannot do this (due to time constraints), but I find this the most effective way to identify any issues I've had, rectify them and have closure.

My suggestion is to call or email the hotel GM and explain your situation and ask for what you think is appropriate (ie reasonable) compensation such as crediting X amount of points back to your account. Give them a date to respond.

If nothing happens by your "due date", then call corporate customer service, providing documentation that you've first tried to work things out directly with the hotel and have them open up a file.

Please report back and let us know what happens.

Superb reply Cheap.
As he said...the best way to discuss and settle any issue you have been experiencing is while you are still at the Hotel.Negotiate, Settle and Close.
Don't leave it to chance or "assume"

Contact Starwood via the "Customer Support". My expectation is that you will receive compensation in the order of the number of points required for a free night. Let us know what they offer.

My expectation is that you will received compensation in the order of the number of points required for a free night. Let us know what they offer.

Is that level of compensation appropriate, as the inconvenience suffered by the OP appears to have been limited to a lukewarm shower, and a room that was 'quite cool' (but not cold enough it seems, to actually take up the offer of extra blankets) for one evening of a weekend stay ?

Is that level of compensation appropriate, as the inconvenience suffered by the OP appears to have been limited to a lukewarm shower, and a room that was 'quite cool' (but not cold enough it seems, to actually take up the offer of extra blankets) for one evening of a weekend stay ?

Since fly_yag is not longer at the hotel, this is why I suggested dealing with the hotel FIRST. I think you should always give the property a chance to hear, research, communicate how the plan to rectify the issue (to you) and resolve the issue(s) (to your satisfaction) before calling CCS.

I am a regular guest at the Westin Whistler (five-ish stays per year) and I agree that the property is very prone to service issues. I personally think this is a direct consequence of the ever-changing seasonal workers that come and go. Virtually every time we stay there, there is a whole new crew of mostly young Aussie employees. I assume that their short tenures prevent them from properly learning the hotel's systems.

Having said this, I have always found the management to be more than willing to compensate for legitimate service failures. I have, on more than one occasion, been offered Starpoints, significant upgrades (to the gigantic "Mountain Suite" for example) and, on at least one occasion, a complimentary future stay. I would recommend that you contact the onsite management and give them another chance to make things right.

I can't stand this property. Have stayed there a few times and as others have mentioned there always seems to be service issues. I did speak with the manager the last time I was there (while on property) and it became apparent why the staff there is sub-par. Comes from the top. I wouldn't recommend this propert to others. There are much better properties in Whistler.

I can't stand this property. Have stayed there a few times and as others have mentioned there always seems to be service issues. I did speak with the manager the last time I was there (while on property) and it became apparent why the staff there is sub-par. Comes from the top. I wouldn't recommend this propert to others. There are much better properties in Whistler.

YMMV. This is one of my favorite Starwood properties! Have stayed there many times and always had a solid stay with few issues. There may be a few better properties in Whistler, but this one is among the best.

I have a stay booked at this property at a decent rate for WinterPride/gay ski week in February. I hope I will not be disappointed!

I agree that with issues such as this if you have a problem, take it up before you check out. I would never assume any kind of "compensation" without asking for or demanding it directly.

. . . This past weekend I cashed in some points for a weekend of skiing at Whistler.

Be glad you left Whistler when you did. Just a couple days later, some folks had a little more to be worked up about than a luke-warm shower:
Passengers saved from dangling gondolas after tower snaps (http://www.cnn.com/2008/WORLD/americas/12/16/canada.gondola.accident/index.html)

Is that level of compensation appropriate, as the inconvenience suffered by the OP appears to have been limited to a lukewarm shower, and a room that was 'quite cool' (but not cold enough it seems, to actually take up the offer of extra blankets) for one evening of a weekend stay ?

Inability to take a hot shower or bath is a big deal IMHO and certainly warranting compensation of around half the cost of the portion of the stay affected.

A cool but not cold room seems less of an issue (equivalent to not being able to get the AC to take the room temperature below ~75 in summer - which I encounter all too often).

I got a response with an offer of 4000 points. Not quite what I was expecting but I can live with it.

Also by "quite cool" it meant that the room would not go above 15 degrees celcius which IMO is pretty unacceptable.

I would demand at least 1 free night, which I beleive is 10 or 12K

I got a response with an offer of 4000 points. Not quite what I was expecting but I can live with it.

Also by "quite cool" it meant that the room would not go above 15 degrees celcius which IMO is pretty unacceptable.

4,000 point is unacceptable, you should have 1 night or equivalent in points credited.

It seems Cheap Elite has the skills to make sure he doesn't go away dissatisfied. Complaining weeks or months later has never made any sense to me, but waiting overnight to let the experience fall into perspective can lead to a more concise complaint statement and better chance of resolution.

I got a response with an offer of 4000 points....Was this offer from SPG or the hotel? I would ask for more, like 1 night's points along with an apology. I really think this would be fair as it is supposed to be a high end property.

I got a response with an offer of 4000 points. Not quite what I was expecting but I can live with it.

Also by "quite cool" it meant that the room would not go above 15 degrees celcius which IMO is pretty unacceptable.

Hmmm.. Why not just flip the switch to "on" for the fireplace? It is a gas FP and puts out quite a bit of heat. Personally, I've stayed at this location many, many times and have booked meetings there too. Have never had a problem with this property.

If their boiler did in fact freeze (I assume that it is one of many), there is little they can do other than apologize and wait for it to be fixed. No small feat if the parts had to come from Vancouver.

I have had this issue at other hotels and I always speak up at check out. 75% of the time, at least one day of my stay is "comp'd".

I have three main pet peeves when it comes to hotels: missed wake-up calls, no hot water in the shower and climate issues. The OP clearly experienced issues 2 and 3, and sending up more blankets is not a good alternative; the OP shouldn't have to walk around the room covered in blankets because it is too cold. Sorry about the boiler, but Whistler has been known to get cold during the winter. If the hotel wasn't prepared for it, it is definitely management's fault.

At least one free night is in order for the OP.

Mike

UPDATE:

Was contacted directly by the hotel and given a gift certificate for a free night. I am very pleased with the outcome - now Whistler just needs a little more snow :)

UPDATE:

Was contacted directly by the hotel and given a gift certificate for a free night. I am very pleased with the outcome - now Whistler just needs a little more snow :)

Great to hear! Hopefully SPG will come through on my heavenly bed issue at the Westin Marbella.