Starwood Preferred Guest - I have a reservation for Westin Montreal 3 weeks before it opens- Is this "normal"?

I am attending a medium-sized (about 5000 people) conference in Montreal the June 1-6, 2009 and have a 5 night stay booked at the Westin Montreal. The trouble is the hotel was originally scheduled to open in March 2009, then pushed back to April 2009, and now on SPG.com this hotel is not available for booking until June 30, 2009. My reservation was not made via SPG.com but instead through an individual who works regionally with conventions. I have been required to place a $360 (1 night) deposit to hold the reservation. As I write this, I realize that I have no information as to the cancellation policy on this reservation.

Because the Montreal Grand Prix overlaps with the dates of my conference by a few days, I booked this reservation in July 2008. Uncertain that the Westin would open on schedule, I also have a reservation at the Hyatt Regency Montreal for the same dates- so no worries, I have a place to stay.

Two weeks ago, I called SPG reservations and they felt this hotel would not be open until June 30, 2009, but were only going by what the website states. SPG did confirm the exsistence of the Westin Montreal individual that I've been dealing with.

I contacted the Westin Montreal individual who replied that the Westin is actually scheduled to open in May 2009 and that this situation is "normal" when a hotel opens-- it may be available to convention groups initially but not to individuals.

My motivation for attempting to hang on to this reservation is the Starpoints but staying at the Hyatt would honestly be fine with me.

Is anyone out there familiar with hotel opening procedures? Is this situation "normal?" Do I want to even consider staying at a hotel before it is officially open? How long does it take for a new hotel to get its act together- for example, if this hotel opens May 1, could I expect a reasonable experience by June 1?

Thanks,
H

Hi heathpack,

Since this is your first posting in the forums, let me welcome you to the community.

<i>Is anyone out there familiar with hotel opening procedures? Is this situation "normal?" Do I want to even consider staying at a hotel before it is officially open? How long does it take for a new hotel to get its act together- for example, if this hotel opens May 1, could I expect a reasonable experience by June 1?</i>

There is no official procedure applied to all our upcoming properties regarding rooms being offered to convention guests and not individuals. Some properties may therefore decide to do so.

There is also no official timeline set for properties to get their act together, such that you have a wonderful experience being the first few staying guests.

However, here are some advice that I could offer:-

Bring out your concerns to the person in charge at the upcoming property, if possible, getting him/her to ensure that you have a worry-free upcoming stay.

Be proactive and raise up your concerns during your stay if you find that things can be improved. You can do so to the staff who has been liaising with you or to the management of the property.

Hope this helps.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

Thanks Mr. S. Lurker 2.

I am more looking for insight into what is typical for a freshly-opened hotel rather than what is official.

I'm not too keen on the notion of being involved in the soft opening of the Westin when I could just stay at the Hyatt at a similar rate. Just trying to find out what to expect from an "unopened" or recently opened hotel. My instincts tell me there is a good chance of an unopened hotel being less-than-a-pleasure.

But thank-you much for your welcome and advice. It is much appreciated.

H

If all of their rooms are finished and occupy-able when you are there... the opportunity for an upgrade at a less than full hotel should be greater. As well, you will have the ability to report back here to Flyertalk what the hotel is like.

And you will also have an opportunity to explain how SPG program works to the new staff, to ensure the rest of us can take full advantage of all benefits in the future! Check-in might take a bit longer, restaurant might get your order wrong (chance at a free meal) but at least the towels and robes should be soft!

Some people look to get into a new hotel early, some like to wait a while. Just depends whether you are an early adopter or not!

...But thank-you much for your welcome and advice. It is much appreciated.

H

You might want to check to see if your group rate booking at the Westin is eligible for Starpoints and stay/night credit. If that is a compelling factor in your decision, you are sure to be disappointed in some fashion or another. If not for the birth pains of a newly-opening property, then for the lack of earning potential and stay credit.

And, really, only the hotel is going to be able to tell you whether it is or isn't.

Best regards,

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

guest.forum@starwoodhotels.com

And thank-you too Mr. S. Lurker 1.

I have not explicitly asked about Starpoints but the booking individual has asked me for my SPG number. It did not occur to me to clarify this further. The lack of Starpoints would I think be a deciding factor.

I will check with my Westin Montreal point-of-contact person.

H

You And, really, only the hotel is going to be able to tell you whether it is or isn't.

That is good advice. And if the hotel says that it is eligible for points, I would suggest that you get that in writing (email, fax, or etc.) so that the commitment is more concrete.

I'm not usually a fan of participating in soft openings, but it depends on the trip. (Usually less tolerant of risks when on vacation. I'd probably be more tolerant if I were in your situation.) There are pros and cons that should be obvious.

Honestly, if you're worried about participating in a soft opening, and you are holding comparable reservations at another property, it seems like an easy decision.

Oh, except for the paid deposit. Assuming you can get that back, due to the changing circumstances, it's an easy decision.

I would think that the change in circumstances would justify the cancellation. Unfortunately, it's not through SPG, so you'll probably have to work it through with the property and your reservation agent.

My observations of soft openings are that some wings/floors will still be in finishing touches, hotels/gyms/pools may not be operational, there may be painting/flooring going on in the lobby, etc. Your room will be fine but hte surrounding amenities may be lacking.

Oh, and F1 in Montreal has been canceled (:mad::mad::mad:), so you may be able to look for cheaper/alternate accommodations and rates.

Much appreciation to Mr. S. Lurker 1. I checked with my Westin Montreal contact person and learned that I would indeed not get SPG credit for this stay. So the decision is made. The Hyatt it is.

CPRich, thanks for the heads up on the Grand Prix. Mr. Heathpack will be very sad to hear no F1 while we are there!

H