Starwood Preferred Guest - Platinum Member Denied check in at the Sheraton JFK

After ten years as a Starwood SPG Platinum member and many hundreds of stays it was just a matter of when :)
In fact in all my decades of travel this was only the third time ever being denied check with the first two being the very same Hyatt property in the Dallas area in the past year.
Starwood too its credit has an excellent record of keeping its reservation promise to its guests in my own experience.

After 8 hours of flying on June the 9th I landed and made my way over by the shuttle to the Sheraton JFK Airport Hotel at approx 1:30 AM with a confirmed reservation and tried to check in. The Sheraton JFK night manager showed me the door and nicely wished me well as the hotel was in a sell-out posistion and there wasn't anything they could do.I was starting to eye the mighty good looking comfy lobby couch ;)

The nice night agent to their credit did however call the very close by Hilton Garden Inn and was able to negotiate their rate down from 250 per night to 200 plus tax all at my extra expense.Something that had been available previously for less weeks in advance before my arrival.

It is interesting to note that the Sheraton JFK that night offered me nothing at the time not even a bottle of water or the promise of taking good care of me in the future :td:..... Except to say that the hotel shuttle would take me locally when it would return.
At that point I grabbed my bags and briefcase and walked to the Hilton where I was fortunate at the very late hour to secure a room into the wee hours with the negotaited rate the agent had set up.It is interesting to note I never heard back from the Sheraton JFK hotel not even an apology.Apparently this is business as usual.

In speaking with Starwood Hotel Customer Service in Cork the next day I was told they knew of no such specific policy with regard to walked SPG guests
They explained that there were to many Starwood policies to be aware of and someone would have to look into it :rolleyes:

As a result I decided to escalate my case to the outstanding well spoken sincere folks from Starwood in the Consumer Affairs office
The very nice Consumer Affairs folks were well aware of their corporate policy. Thankfully I had some previous understanding because of the very helpful William Sanders who has posted here in this forum of an official policy regarding walked guests in the past.

It is now a week later and not a word from the hotel or Starwood.
A call went into the Platinum line and Hotel Customer Service today but neither could find the time in their busy day to follow up.
Hopefully when I return from Europe or sooner a solution will be in place.

Cheers

I think on the walked night you should be comped (the 1st night) at the other hotel AND get your SPG credit for the night. I seem to recall this being a policy at some point. Or maybe it is an insane delusion, but I think this was what should occur.

The very least they should have done is to pay for transportation to the new hotel, and then paid for your room there.

There is no excuse for not having done that.

Sounds like Hilton Diamond program is going to have its newest member!

In speaking with Starwood Hotel Customer Service in Cork the next day I was told they knew of no such specific policy with regard to walked SPG guests
They explained that there were to many Starwood policies to be aware of and someone would have to look into it :rolleyes:


That's certainly disappointing. I've only run into this situation twice and on both occasions was blessed to reach spectacular Plat Concierges who were immediately aware of corporate policy in such situations and how Platinums are treated.

It's the worst feeling in the world to have put in a 20 hour day and slink into your hotel at 2am only to be told there are no rooms. NOT COOL.

Sorry you went through all of this; having been there, I know it stinks. I'm really surprised you've had such a sluggish time of getting quick resolution on this. I'd encourage you to reach out again to Customer Care and ask for an update. I think the walk policies are fairly clear here.

Sounds like Hilton Diamond program is going to have its newest member!

HH has had me for years as a Diamond member so their new member won't be me :D
However I still give the nod to the good folks at SPG who still run the best program in the business IMO
The fact that brand assurance at Starwood has been a weak point for a number of years is dissapointing.It reflects on the program sadly though it really shouldn't.

The fact is that Hilton resolves problems within 24 to 48 hours maximum or Hilton bills the hotels and comes to a resolution for the customer
Its about putting closure on issues,trust and confidence

Hi 777 global mile hound,

My apologies for such unpleasant experience. I am not sure if William has read this thread but I am following up with it and keeping him in the loop as well.

Do hear from us soon.

apguest.forum@starwoodhotels.com

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

That's certainly disappointing. I've only run into this situation twice and on both occasions was blessed to reach spectacular Plat Concierges who were immediately aware of corporate policy in such situations and how Platinums are treated.

It's the worst feeling in the world to have put in a 20 hour day and slink into your hotel at 2am only to be told there are no rooms. NOT COOL.

Sorry you went through all of this; having been there, I know it stinks. I'm really surprised you've had such a sluggish time of getting quick resolution on this. I'd encourage you to reach out again to Customer Care and ask for an update. I think the walk policies are fairly clear here.

There are some very highly informed Platinum agents however like hotels experiences will vary depending on the agent :)
Even if platinum agents might rattle off a few of the correct policies they do not have the authority to act on anything.They simply transfer the call to Hotel Customer Service(not the Platinum desk).One is only in good hands depending on the agent in the Hotel Customer Service dept.The problem I see is that agents main purpose is to open cases and seem offer little in the way of actual hotel experience to comment or offer any realtime solutions.

Hope this doesn't happen to me next year in South Africa during the World Cup.

From another negative thread this week, it's sounding like Sheraton JFK may be becoming a "problem" hotel in terms of having service at SPG standards.

I think on the walked night you should be comped (the 1st night) at the other hotel AND get your SPG credit for the night. I seem to recall this being a policy at some point. Or maybe it is an insane delusion, but I think this was what should occur.

Insane delusions? My kind of poster ;)
Welcome to the road warriors club where missing ones mind is indeed a fine art form :cool:
If I get this right from my many years of lurking
There is a point posting to ones account in the category property you were booked in
Compensation for the night one ends up paying for elsewhere

I seem to also remember a conversation with a hotel manger in Sydney who said they also pay for private transportation to the switched property in a taxi or car service
But they may be an individual hotel good will gesture policy.
Luckily the replacement hotel was in easy walking distance in my situation

Here's the SPG walk policy for elites:
http://www.flyertalk.com/forum/7401889-post2.html

Comments on normal turnaway:
http://www.flyertalk.com/forum/7402273-post4.html

Normally, normal turnaway would be complimentary first night at another hotel and transportation there (with subsequent nights at your booked rate), but William has noted that these policies may differ based on locale and brand. I do think that those are pretty standard, at least in the US (Amex/MC/Visa also often have policies like this in place for hotels that accept "guaranteed reservations" with their credit cards).

Under the SPG policy, you would be entitled to 7K points (Cat 3 property) and point/stay credit for your booked stay at the Sheraton.

I am appalled that the Sheraton didn't have alternative accommodations lined up or at the very least get on the phone the moment you showed up. They were clearly betting that you wouldn't show up and they could then collect the no-show fee and not have to worry about finding you a room.

This reminds me of the infamous Yours is a Very Bad Hotel powerpoint:
http://www.slideshare.net/whatidiscover/yours-is-a-very-bad-hotel-97480

Hi 777 global mile hound,

My apologies for such unpleasant experience. I am not sure if William has read this thread but I am following up with it and keeping him in the loop as well.

Do hear from us soon.

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd
Appreciate your kind words and interest in my experience.
No worries really it was a walk in the park compared to some of the really bad experiences over the years

For me as a frequent guest it is all in the art of taking ownership at the first or second point of contact by phone.In a more perfect world the hotel should know corporate policy by reading the rules book next to the computer so I can avoid calling anybody
Walking SPG Guests for Dummies?
It's area that Starwood should consider gaining greater control over

I think I speak for many when I say I appreciate your more recent support of the SPG community here on Flyertalk and of course William who like Cher needs no last name here anymore :cool:

Ten years later Starwood still leads the way for listening to guests through social media channels/public forums.
We are all richer, wiser and better informed for it ^
Best Regards
777 GMH

From my confirmations at the St Regis SF & LM MUC:

In the event more guests arrive than can be accommodated due to hotel overbooking or an unforeseen circumstance, and hotel is unable to hold rooms consistent with this room hold policy, hotel will attempt to accommodate guests, at its expense, at a comparable hotel in the area for the oversold night(s), and will pay for transportation to that hotel.

I'm not sure if it showed up on your confirmation - but its pretty clear from my perspective - I'm SPG Gold if that makes any difference.

I too had a recent experience, though on an unrelated issue, with Sheraton Consumer Affairs. They are prompt and polite with their revert. But based on my limited interaction, I'm not sure if they are any effective in pushing the hotel to get things sorted.

Here's the SPG walk policy for elites:
http://www.flyertalk.com/forum/7401889-post2.html

Comments on normal turnaway:
http://www.flyertalk.com/forum/7402273-post4.html

Normally, normal turnaway would be complimentary first night at another hotel and transportation there (with subsequent nights at your booked rate), but William has noted that these policies may differ based on locale and brand. I do think that those are pretty standard, at least in the US (Amex/MC/Visa also often have policies like this in place for hotels that accept "guaranteed reservations" with their credit cards).

Under the SPG policy, you would be entitled to 7K points (Cat 3 property) and point/stay credit for your booked stay at the Sheraton.

I am appalled that the Sheraton didn't have alternative accommodations lined up or at the very least get on the phone the moment you showed up. They were clearly betting that you wouldn't show up and they could then collect the no-show fee and not have to worry about finding you a room.

This reminds me of the infamous Yours is a Very Bad Hotel powerpoint:
http://www.slideshare.net/whatidiscover/yours-is-a-very-bad-hotel-97480

If that is the case it is a far poorer policy then what I would have expected
Platinum agents more then a few speculated wrong as I did
With Hyatt after my very first walk I received a paid reimbursed night at that the other hotel I was switched too and a single free night on points

When I was walked the second time at the same hotel in less then a week I was given two free reward nights in points and the my room paid for at the other property I was switched too.
If the WS lurker post is correct where no revenue compensation is due I would merely break even based on the points and that would be a very weak policy IMO
BTW I love that presentation it has been shown at industry conferences for years now

If that is the case it is a far poorer policy then what I would have expected
Platinum agents more then a few speculated wrong as I did


Is it?
With the Starwood/brand/local/credit card policy for all walks* plus the SPG policy for elite walks you probably get--
free night at other hotel
transportation to other hotel
stay/night credit for the hotel you booked
free night's worth of points from SPG

That seems okay to me.
In your case, though, the hotel failed miserably, and they should pay for that.

*I understand that these policies may vary, but I'm pretty sure that this would be the minimum here.

Did they walk you to their other property next door? I believe I read that the same company owns/runs both properties.

-David

In the day and age of guaranteed payment, the only policy that makes sense is Plats Never Walk. That means keeping the room vacant if need be and start walking your non-elites at a decent hour (6pm).

If it were me I'd be pulling my business. I've know it happens but it's unacceptable and nobody should make excuses for it. It's not like car rentals where there is no penalty if the guest blows off the reservation. It is simply pure greed on the hotels part at a horrible cost to the traveler arriving late at night.

However since this is reported on a regular basis at all chains, it is a reminder to call, reconfirm etc when arriving really late. Not always feasible when on a 10 hour flight, but worth a shot.

Is it?
With the Starwood/brand/local/credit card policy for all walks* plus the SPG policy for elite walks you probably get--
free night at other hotel
transportation to other hotel
stay/night credit for the hotel you booked
free night's worth of points from SPG

That seems okay to me.
In your case, though, the hotel failed miserably, and they should pay for that.

*I understand that these policies may vary, but I'm pretty sure that this would be the minimum here.

It appears I glanced at the link you supplied quickly where William states points in the equivalent category and stay credit.That was what I based my statement on.
As long as the night I paid for at a higher out of pocket cost is covered I would be more then satisfied.So I think I simply misunderstood as no one at Starwood has clarified clearly as to what the full compensation is
The policy is completely fair in equal to Hyatt or better
My apologies
Maybe I can get a job in Corks Hotel Customer Service now that you have given me the proper coaching and training ;)

In the day and age of guaranteed payment, the only policy that makes sense is Plats Never Walk. That means keeping the room vacant if need be and start walking your non-elites at a decent hour (6pm).

If it were me I'd be pulling my business. I've know it happens but it's unacceptable and nobody should make excuses for it. It's not like car rentals where there is no penalty if the guest blows off the reservation. It is simply pure greed on the hotels part at a horrible cost to the traveler arriving late at night.

However since this is reported on a regular basis at all chains, it is a reminder to call, reconfirm etc when arriving really late. Not always feasible when on a 10 hour flight, but worth a shot.
To be fair mistakes happen and Starwood has been fantastic to me over the years despite some bumps along the road that happen quite frankly in every program at one time or another.
When SPG hotels cooperate it can be an off the charts experience.
SPG IMO is the best hotel program ever written.
It would take something much worse to walk away from a single incident.
And it was an isolated incident.
I remain very grateful to Starwood on many levels and continue to admire many that work for the company.
They are like most companies works in progress.
Perhaps the guests too self included :D

FYI
The hotel did say that they couldn't find the reservation in their system at check in
And when I checked somehow the night before reservation had purged off SPG.com :(
Perhaps the hotel tampered with it? I really don't know the root cause or if I'll ever know.Some spg.com reservations are tainted or jinxed.
Of course the hotel blamed Starwood for the problem at check in once Starwood called them to tell them I had a reservation

There may have been an internal error between the SPG reservation system and the hotels ability to see the reservation in their system.That however certainly isn't my worry.I also called the manager personally to kindly request a quiet room weeks in advance before arrival. The hotel had clearly viewed the reservation previously.
And it was reconfirmed by the Plat desk the day before departure

It appears I glanced at the link you supplied quickly where William states points in the equivalent category and stay credit.That was what I based my statement on.
William posted about the elite walk policy, which is an SPG thing. That applies on top of the normal walk procedure for each hotel, which may vary based on local laws and specific brand standards.

What was your reserved rate at the Sheraton?
Under no circumstances should a walked customer pay more for their night at the replacement property than they should have at their reserved rate.

Sheraton JFK is the airport hotel and many guests arrive even after mid night.
The hotel personnels suppose to get used to handle such situation well.
It is unbelievable.

I usually put remarks on the comment section of my reservation if I arrive so late.
But this hotel might not even see those remarks if the hotel treated you like this:(.

From another negative thread this week, it's sounding like Sheraton JFK may be becoming a "problem" hotel in terms of having service at SPG standards.

Uh oh. Yes, I believe that was my post (http://www.flyertalk.com/forum/starwood-preferred-guest/667994-jfk-sheraton-master-thread-3.html#post11905803) in the master thread (http://www.flyertalk.com/forum/starwood-preferred-guest/667994-jfk-sheraton-master-thread-3.html) for this property. In comparison my experience was far less trying as I got a room and just had to contend with dodgy air-con, broken internet, being charged for some of my 'free' breakfast and the icing on the cake, getting locked out of the property for half an hour while the front desk lady and security guard went AWOL (the swipe card lock on the front door was broken). I agree that this is definitely a "problem hotel" and may end up taking the dubious honour as the most hated hotel in the Starwood portfolio from the Four Points Miami Beach!

I urge anyone having a problem with this property to raise it with Starwood Customer Relations as they went the extra mile and refunded me my points on a recent stay due to my issues. I still love Starwood and don't intend on taking my business elsewhere because of this one bad egg of a property but hope if we all keep Starwood informed of our bad experiences they will work with the property owner's to fix these terrible examples of customer service.

Oh and yes, the Hilton Garden Inn next door does belong to the same company and their Internet worked just fine. :D

Sorry that the OP had a bad experience here. Perhaps the mods should merge this with the master thread so anyone considering staying here thinks again.

FYI
The hotel did say that they couldn't find the reservation in their system at check in
And when I checked somehow the night before reservation had purged off SPG.com :(
Perhaps the hotel tampered with it? I really don't know the root cause or if I'll ever know.Some spg.com reservations are tainted or jinxed.

A few times the past months, I have forgotten to print my reservation from SPG.com until day of arrival. I log into my account to find that it has disappeared from my list of upcoming stays. I don't know whether this is intentional (i.e. tonight's stay is no longer upcoming because it is day of?) or a glitch. I find this exasperating as I then have to search through my e-mail account to print the reservation :rolleyes:

Despite the above, no property has had difficulty locating my reservation.

I've had reservations "disappear" in the past, and now I always do a screen shot and save it-even before receiving the email confirmation. That way, if it were to "disappear" the night before, I can print a copy and show it to the agent/desk clerk.

Oh and yes, the Hilton Garden Inn next door does belong to the same company and their Internet worked just fine. :D
That makes it really, really nervy of them to collect extra money for the night at the HGI...

A few times the past months, I have forgotten to print my reservation from SPG.com until day of arrival. I log into my account to find that it has disappeared from my list of upcoming stays.

They disappear from the active view on the day you are due to check in. Easy way to find these is to go to:

'My Account'
Then select 'Find Stays'
Enter your surname along with a member number or reservation number

The missing stay for that day should then show up. They just seem to go into hiding on the day of a stay before re-appearing when the stay is completed.

I guess if the hotel touches the reservation directly for upgrade or some other reasons, sometimes the reservation is disappreared from the list of my account. Usually, I do not worry about.

However, when I make unsure reservations for the future stay, and the reservations are disappreared from the list, I might forget to cancel them if I change my mind and the list is not there.
That could be much riskier for no-show penalty.

The reservations should stay on MY ACCOUNT list even though the hotel touches them.

That makes it really, really nervy of them to collect extra money for the night at the HGI...

Agree
Other words come to my mind but this is a public forum
where one should be respectful :p
But I was thinking about the situation after the stay and one clearly questions their business behavior and accountability for their error and their brands error until it is decided or understood if ever who was at fault

From another negative thread this week, it's sounding like Sheraton JFK may be becoming a "problem" hotel in terms of having service at SPG standards.

I hope that doesn't happen, since I've always had good experiences at this hotel and we all know what happens when a good hotel, like mayonnaise, goes bad.

If you don't, just search for the Sheraton Omaha and/or Westin Casuarina, Las Vegas.

Mike

Off topic from the walk the hotel probably should have never been a Sheraton.The property is way to small with paper thin walls
Its really a Four Points standard at best constuction wise.Though it has the typical Sheraton bells and whistles/sweet sleeper and other brand givens
JFK is so desperate for any kind of quality lodging something is better then nothing in the big picture