Starwood Preferred Guest - Now Resolved: Question for Starwood Lurker: extension of prepaid rate in Rome

I think I know the answer (no), but I thought I'd double-check.

Facts are straightforward. I made and paid for a 4-day reservation at the Westin Excelsior in Rome using a c4e promo that reduced the room cost by 40%. The reservation is non-changeable.

American Airlines cancelled our FCO-JFK flight on our departure date. Although we have an alternative FCO-ORD, the former is much better for us. AA will allow us to change to the FCO-JFK flight on the next day.

We would be willing to stay the extra night, but this would necessitate a change to our reservation to add a night. Since this change adds a night, I am thinking that the hotel might be willing to accommodate us at the reduced rate for the fifth night. Spg.com agents can't do anything, so I assume I'd have to inquire at the hotel directly. That is why I am posting this question.

Is there a way for me (or you) to contact the hotel directly to ask about this request? Timing isn't too critical. The extra night would be April 15, checking out April 16.

Thank you for your help.

If you're Platinum, you can ask the Platinum Concierge agents to call the hotel for you. I've had them do that for me for various things before.

Not sure whether other (e.g. gold/regular) agents can/will do that or not, but still worth a try.

If you're Platinum, you can ask the Platinum Concierge agents to call the hotel for you. I've had them do that for me for various things before.

Not sure whether other (e.g. gold/regular) agents can/will do that or not, but still worth a try.

Thanks. I'm lowly gold, so that may not be an option. I may try, though.

Is there a way for me (or you) to contact the hotel directly to ask about this request?
Have you tried the contact page for the hotel?:
http://www.starwoodhotels.com/westin/property/overview/contact.html?propertyID=70

I would try SPG first and then e-mail the hotel if unsuccessful. It's not like you are trying to change the dates entirely. It seems as if they sold you 4 nights at that price, they would be willing to sell another. By the way, thanks for the c4e code. Am also staying at the Westin Excelsior Rome but the only code I had found on their site was c3e.

Am also staying at the Westin Excelsior Rome but the only code I had found on their site was c3e.
See here:
http://www.flyertalk.com/forum/starwood-preferred-guest/882261-promos-promos-promos.html

If you have some time, email the hotel (or fax/call via an IP phone). I have contacted Starwood and other hotels with all sorts of requests over the years. Almost always accomodated.

For example, at one SPG property overseas I needed two rooms for 4 nights each and wanted to use points. Since you get a 5th night free, wanted to see if the hotel would let me do a 5 night award (4 nights, get one free) and a 3 night award since it is the same revenue for them? In this case I had to fax a request since no email was listed -- but got an email back from the reservations manager two days later. They said once my reservations were made, they would take care of it. And they did.

If the Westin Excelsior expects to have an available room on that night, I would think they would take the revenue. But it is really up to the management on property.

Thank you for all of the good ideas so far (even before the Starwood Lurker has had a chance to chime in).

Have you tried the contact page for the hotel?:
http://www.starwoodhotels.com/westin/property/overview/contact.html?propertyID=70

Thanks for the great suggestion and link!! I just e-mailed the hotel, so perhaps Lurker won't have to get involved. As soon as I hear back from them, I'll let you know what they say in response to my request for the extra night at the reduced rate.

The results are in! :) :) See below.

Dear normcpa,

We refer to your kind message and we thank you for choosing The Westin Excelsior Rome.

We would like to inform you that we have exceptionally amended your reservation as requested; now checking-in April 11th 2009 for a total of 5 nights at the same reduced rate originally reserved.

Being this special rate “fully prepaid” we inform you that we will charge within today the cost for the 5th night on the American Express credit card already in your reservation.

We are looking forward to welcome you to The Westin Excelsior Rome and we remain available for any further assistance you may need.

With our best regards

Marinella Carloni

Reservations Department
Westin Excelsior & St. Regis Grand Hotel, Rome
Via V. Veneto, 125 - 00187 Rome
Tel: +39 06 47087911
Fax:+39 06 4745820
e-mail: excelsiorrome@westin.com
Web Site: www.starwood.com/Italy

We would like to inform you that we have exceptionally amended your reservation as requested; now checking-in April 11th 2009 for a total of 5 nights at the same reduced rate originally reserved.


Congratulations on a successful request, and good for the hotel for doing this for you. I am sure your opinion of the hotel has gone up a notch before you have even stayed there!

And even better, you've posted this on FlyerTalk so now we all know how classy they were!

A little post script on this matter: After receiving the extension of my reservation, I called AA to switch from FCO-ORD on 4/15 to FCO-JFK on 4/16 as I had been promised. Well, it got a little tense when the agent said the computer "showed no availability." After a slightly terse discussion she said she would send in a request (appeal) to override the computer.

I immediately called AA back and registered a complaint to another agent. The appeal had already been denied! I finally spoke to a supervisor and it turned out the denial was computer generated, and ultimately, AA granted me the 4/16 seats I had been promised.

For a few minutes, I was thinking about how I may have outsmarted myself, but the story does indeed have a happy ending. :) :)

Great resolution. And congrats on a great rate with the 40% off. Looks like you're going to be there for Easter, at which time I understand the whole city is completely booked. Will be staying there myself in June. Have a great trip! Can't wait to see the Sistine Chapel again...

I'm glad it all worked out--I look at this as a win-win for the hotel and you.