Starwood Preferred Guest - Info where to send complaint/higher than manager

I had a horrible experience at the Westin Paris a few weeks ago, sent an email to Westin online, got a response they were fowarding onto Hotel GM. Never heard so I sent email direct to Westin Paris GM and response was "sorry" next vist I will give you an upgrade! Now I am even more upset by that response, or lack there of!
Does anybody have ideas/names/email of where I should take it to? I would love to get in touch with the Europen director of Starwood

There is a link in the FAQ sticky for various contacts.:)
http://www.flyertalk.com/forum/starwood-preferred-guest/699681-how-contact-various-starwood-customer-service-entities.html

If you are not satisfied with the hotel response, I suggest contacting customer care.

I received a half baked response from the hotel GM that they will give me an upgrade next vist,etc...and so sorry.
Anybody have contact info of Roeland Vos, Europe Starwood President?

I received a half baked response from the hotel GM that they will give me an upgrade next vist,etc...and so sorry.
Anybody have contact info of Roeland Vos, Europe Starwood President?

LOL. He has bigger issues to deal with (like a recession).

Contact CCS. They will escalate it where it needs to be escalated. Believe me, they get .... done.

I received a half baked response from the hotel GM that they will give me an upgrade next vist,etc...and so sorry.
Anybody have contact info of Roeland Vos, Europe Starwood President?

Why don't you contact customer service as suggested?

My situation is similar to yours - had an awful stay at the LM Barcelona (details in the master thread). Got in touch with the hotel and was told the complaint would be forwarded to the hotel GM. Been almost 3 weeks now and no response from the hotel/GM, in spite of a reminder email from me.

Contacted Starwood CCS yesterday, and waiting to hear back. Will let you know what happens.

Why don't you contact customer service as suggested?

I did, and there response "each hotel is required to respond to guest comments and concerns....etc; the file has been closed in agreement with the hotel"

LOL. He has bigger issues to deal with (like a recession).

Contact CCS. They will escalate it where it needs to be escalated. Believe me, they get .... done.

I had an issue a few years back in Hawaii and CC'd the Starwood South Pacific/Hawaii President and boy did the GM get on it!^ and the response was quite good.

I did, and there response "each hotel is required to respond to guest comments and concerns....etc; the file has been closed in agreement with the hotel"

Let me get this straight.

You call GM at hotel, get no response
You then call CS, who contacts hotel on your behalf
CS opens up a case, contacts hotel.
Hotel contacts CS
CS comes back and says the file is closed?


What exactly happened, since I don't see a trip report.

Let me get this straight.

You call GM at hotel, get no response
You then call CS, who contacts hotel on your behalf
CS opens up a case, contacts hotel.
Hotel contacts CS
CS comes back and says the file is closed?


What exactly happened, since I don't see a trip report.

1st contact westin.com they open case and was told its being sent to GM. Did not hear so email direct to GM. GM basically blows me off then I contact CS in the link somebody provides (I find out its all the same westin.com and the CS email)
CS tells me today case closed, up to hotel

I need to post the story in the Westin Paris thread but long story short:
check in, told room is upgraded, get to room its tiny even by european standards and next to service room. Front desk says no its not upgrade since I am on cash and points and my room is free anyway! Not really $16o plus 8k/night aint free. Anyway told sure I can pay 150 Euro for better room. Next day I want to check out and told I will forfit all 24k points plus another nights stay. I have stayed at dozens of Starwoods in Europe and probably hundreds of other hotles and never been forced to stay if something is not acceptable.

I'm sorry, but it sounds like

you got what you booked, and
you didn't get more, so you want to bail on the hotel.

Or am I missing something?

I'm sorry, but it sounds like

you got what you booked, and
you didn't get more, so you want to bail on the hotel.

Or am I missing something?

Not so much, a room that was probably the smallest, darkest room next to service room, noise all morning starting at 630am of the door opening and closing, and not being able to check out without complete penalty......after one night? That is not what one should get from a 5Star Westin and SPG Platnium!
I would have no issue if they would have said sorry and let me check out after my first evening
All I wanted was a decent room that was not noisy and tinny
P.S: I stayed at this hotel 2x before it was a Westin (was IC) and was great, rooms very nice

1st contact westin.com they open case and was told its being sent to GM. Did not hear so email direct to GM. GM basically blows me off then I contact CS in the link somebody provides (I find out its all the same westin.com and the CS email)
CS tells me today case closed, up to hotel

I need to post the story in the Westin Paris thread but long story short:
check in, told room is upgraded, get to room its tiny even by european standards and next to service room. Front desk says no its not upgrade since I am on cash and points and my room is free anyway! Not really $16o plus 8k/night aint free. Anyway told sure I can pay 150 Euro for better room. Next day I want to check out and told I will forfit all 24k points plus another nights stay. I have stayed at dozens of Starwoods in Europe and probably hundreds of other hotles and never been forced to stay if something is not acceptable.

So you're upset that you feel you did not get an upgrade? Looks like I'll have to read the entire post before offering advice. However, Westin.com email and CCS are two different things. Sounds like you got what you booked. You should contact, via phone, CCS to inform them that the property told you that C&P booking are not eligible for upgrades, which is incorrect.

Not so much, a room that was probably the smallest, darkest room next to service room, noise all morning starting at 630am of the door opening and closing, and not being able to check out without complete penalty......after one night? That is not what one should get from a 5Star Westin and SPG Platnium!
I would have no issue if they would have said sorry and let me check out after my first evening
All I wanted was a decent room that was not noisy and tinny
P.S: I stayed at this hotel 2x before it was a Westin (was IC) and was great, rooms very nice
Did you try to deal with the GM while this was happening? Do you have proof [photos, names of people you spoke to, etc) to support your case? Early departures are subject to penalties, this is explained at every hotel.

Not so much, a room that was probably the smallest, darkest room next to service room, noise all morning starting at 630am of the door opening and closing, and not being able to check out without complete penalty......after one night? That is not what one should get from a 5Star Westin and SPG Platnium!
I would have no issue if they would have said sorry and let me check out after my first evening
All I wanted was a decent room that was not noisy and tinny
P.S: I stayed at this hotel 2x before it was a Westin (was IC) and was great, rooms very nice

While you might not have liked the room you were given it is a room of the type you had paid for. The hotel did fulfill its requirements in the booking, where is was incorrect was that as a Plat you should have been upgraded as there were rooms to be upgraded available unless the 150E was to put you in a suite that was of a non select type!! As for the checkout penalty this was there at the time of booking and you accepted it!

You have a case of they failed to upgrade you, but thats it from where I am sitting. The GM offered you an upgrade if you stay there again, seems about the level of compensation I would expect! Not saying the hotel was not at fault because it was but your complaints about the room being small etc and the checkout penalty are non issues I am afraid! I would have to say its really not the type of issue an GM would normally deal with, a Plat not getting an upgrade!