Starwood Preferred Guest - W HKG - liars; Suites available but no upgrade; closed pool

Checked in today. ( I live in HKG. Just using
free weekend night before expiry)

Despite my calling resv on the phone and
asking to buy a suite " yes sir, we have some
available" on checkin. None

Given basic room. I asked if there was atleast a cool
corner, or very least spectacular room. No cannot.
"were very full sir".

A quick check on the SPG iPhone app shows
that indeed SEVERAL corners ect are available.
I asked checkin girl, who them huffed at me
and said it's only available if I Pay.

Spoke to MGR Ethan who miraculiously found a
cool corner. I wasn't going to push the suite, as
I can't prove it.

Been here 3 hrs. Still selling cool corners
online. The just of what was said to me, is
it's an award resv... They didn't care about
platinum.

The Worst part of this SPG program is it
all comes done to lying front desk staff
protecting rooms despite the program.

A further piss off is that the pool is "closed" for a
paid Spanish Fiesta evening. If I'd like to use the
pool area, it's 480 hkd per person. 65usd.. ...??
It's not a banquet room. It's a public area.

I came here to have a nice break from my
small ...... HKG apartment. All I've gotten
was lies and annoyance.

Switch to Hyatt, where Diamond gets free breakfast (or lounge access), free internet and CONFIRMED suite upgrades 4 times a year. Also 2 x a year, normally there's FFN where you stay twice and get one free night (to be redeemed any time of the week at ANY Hyatt properties)

:-)

SPG Plats supposed suite upgrade benefit just does not work in my opinion. This transparent benefit just makes Plats fuming mad when not given.

Switch to Hyatt, where Diamond gets free breakfast (or lounge access), free internet and CONFIRMED suite upgrades 4 times a year. Also 2 x a year, normally there's FFN where you stay twice and get one free night (to be redeemed any time of the week at ANY Hyatt properties)

:-)

SPG Plats supposed suite upgrade benefit just does not work in my opinion. This transparent benefit just makes Plats fuming mad when not given.
Hey I love Hyatt and do get annoyed when a suite is not given as spg plat but
even hyatt dont upgrade to a suite or can use a suite confirmable on an award!

Checked in today. ( I live in HKG. Just using
free weekend night before expiry)

Despite my calling resv on the phone and
asking to buy a suite " yes sir, we have some
available" on checkin. None

Given basic room. I asked if there was atleast a cool
corner, or very least spectacular room. No cannot.
"were very full sir".

A quick check on the SPG iPhone app shows
that indeed SEVERAL corners ect are available.
I asked checkin girl, who them huffed at me
and said it's only available if I Pay.

Spoke to MGR Ethan who miraculiously found a
cool corner. I wasn't going to push the suite, as
I can't prove it.

Been here 3 hrs. Still selling cool corners
online. The just of what was said to me, is
it's an award resv... They didn't care about
platinum.

The Worst part of this SPG program is it
all comes done to lying front desk staff
protecting rooms despite the program.

A further piss off is that the pool is "closed" for a
paid Spanish Fiesta evening. If I'd like to use the
pool area, it's 480 hkd per person. 65usd.. ...??
It's not a banquet room. It's a public area.

I came here to have a nice break from my
small ...... HKG apartment. All I've gotten
was lies and annoyance.

Are you sure they are lying? Have you called customer service? If someone lied to me, I would call CCS.

Are you 100% sure that suite inventory was available? It been said numerous times here on FT, that the room inventory shown online may not be accurate.

We've had a similar thread on this subject, this week.

Lying about cool corner or Spectacular rooms

both still available to book at 8 pm tonight.

I stayed there last Friday on a FWN and was upgraded in advance to a Fantastic Suite and on check-in further upgraded to a really big thing with a good view. Nobody lied at me, they were friendly to a degree I rarely experience in Hong Kong - fully satisfied.

Lying about cool corner or Spectacular rooms

both still available to book at 8 pm tonight.

Have you called CCS?

Again, just because you can see availability online, that does not mean, with 100% accuracy, that it matches the hotels current inventory.

You're accusing the hotel of lying, but not taking the steps to find out if your accusations are true.

Have you called CCS?

Again, just because you can see availability online, that does not mean, with 100% accuracy, that it matches the hotels current inventory.

You're accusing the hotel of lying, but not taking the steps to find out if your accusations are true.

I agree it is easy to throw stones. Even call the hotel front desk and ask for reservations and check yourself.

After reading this thread one thing I will agree (considering the tone of the postings) is that the OP really does seem to need some sort of a break.:)

mike

I've had similar crappy experiences at the W HKG. Honestly... they are jerks at the front desk

-- and if you want to use newspapers at people's doors @ 6AM as an indicator of how full a property -- it was empty

I've had similar crappy experiences at the W HKG. Honestly... they are jerks at the front desk

-- and if you want to use newspapers at people's doors @ 6AM as an indicator of how full a property -- it was empty

Did you call CCS? If you don't alert CCS, then bad habits will continue. Im a firm believer, if you don't want the next guest to have a bad experience, be proactive and call CCS.

Newspapers cannot be used as an indicator.

Folks. I've called. The rooms are there.

You can still book the room on spg.com


I'm now in a cool corner they found. The room
was there. They chose not to offer till I pushed.


I've been plat 10 years. I know how to play the game and force
a room.

Switch to Hyatt, where Diamond gets free breakfast (or lounge access), free internet and CONFIRMED suite upgrades 4 times a year. Also 2 x a year, normally there's FFN where you stay twice and get one free night (to be redeemed any time of the week at ANY Hyatt properties)

:-)

SPG Plats supposed suite upgrade benefit just does not work in my opinion. This transparent benefit just makes Plats fuming mad when not given. Though Hyatt Diamond benefits are better than SPG Platinum's, Hyatt's properties are not even close to the same level as some of the SPG's. Hyatts are mostly old and boring. Hyatt has only 1 andaz currently open. Park Hyatt has only a handful of properties in the states and around the around. SPG has W. I thought about going to Hyatt, but just can't justify staying at subpar hotels. @:-)


Have you called CCS?

Again, just because you can see availability online, that does not mean, with 100% accuracy, that it matches the hotels current inventory.

You're accusing the hotel of lying, but not taking the steps to find out if your accusations are true. CCS will always stand on the hotel's side and lie for them, guaranteed. In my experience, it isn't worth the time or the effort to contact CCS or whomever because you will rarely get them to admit denying you benefits. Make a scene at the front desk (I know how you feel about that :p) and tell them you will never come to this property again and will tell all of your colleagues to avoid this property, then move on and stay elsewhere next time.

CCS will always stand on the hotel's side and lie for them, guaranteed. In my experience, it isn't worth the time or the effort to contact CCS or whomever because you will rarely get them to admit denying you benefits. Make a scene at the front desk (I know how you feel about that :p) and tell them you will never come to this property again and will tell all of your colleagues to avoid this property, then move on and stay elsewhere next time.

I don't think that is true. At least its not been my experience. Just with my W LS experience. But I had pictures as backup.

I get the sense a lot of people complain, but don't have actual back up/proof.

I don't think that is true. At least its not been my experience. Just with my W LS experience. But I had pictures as backup.

I get the sense a lot of people complain, but don't have actual back up/proof.

On the issues of upgrades, the CCS will stand by the hotel. They can basically tell you whatever they want: they forgot to close out the inventory on spg.com (for the most part, this is beyond BS :rolleyes:). No one will "accidentally" release inventory to be sold on spg.com. The inventory is often real time, and the property's room revenue's manager is supposed to keep an eye on that and trust me they do, or they will get in a lot of trouble. Or, suite could be available when you checked in and you were denied upgrades, then later on, different competent employees gave the suites to other Platinums, so at the end of the day, the inventory would show that the suites were sold out for that day, even though CLEARLY when you checked in, the suite was available for sale and for upgrade (and as proven on spg.com). They can tell you whatever they want and there is not a thing you can do about it. CCS will stand of the hotel's side in order to prevent leaking "proprietary information" :rolleyes:

Service issue is different, and CCS will stand on your side.

On the issues of upgrades, the CCS will stand by the hotel.

Not my experience either. Twice CCS has come to my assistance with front desk staff who didn't understand / chose to ignore possible legitimate upgrades.

Not sure if it was a regional CCS thing (both hotels were in Europe) and I think were serviced out of Cork.

Can we get back on this topic? The bottom line is the OP made a serious accusation, yet it does not appear he's tried to prove his case.

Calling someone a liar is pretty strong. I say put up or shut up.

Not my experience either. Twice CCS has come to my assistance with front desk staff who didn't understand / chose to ignore possible legitimate upgrades.

Not sure if it was a regional CCS thing (both hotels were in Europe) and I think were serviced out of Cork.

Not what I am talking about. There are properties out there that blatantly deny Plats upgrades when clearly there are rooms available for upgrade. For example, Westin Paris :rolleyes:

Can we get back on this topic? The bottom line is the OP made a serious accusation, yet it does not appear he's tried to prove his case.

The OP was told by the front desk that no upgrades were available at all and the hotel was "very full". Yet, calling the reservation line showed suites available, and upon discussions with a manager a corner room was found. A check on the SPG website later that night showed many cool corner rooms still for sale, so there clearly should have initially been some available for upgrades at check in.

I'm not sure what else the OP could do to prove his case!

The OP was told by the front desk that no upgrades were available at all and the hotel was "very full". Yet, calling the reservation line showed suites available, and upon discussions with a manager a corner room was found. A check on the SPG website later that night showed many cool corner rooms still for sale, so there clearly should have initially been some available for upgrades at check in.

I'm not sure what else the OP could do to prove his case!

Did your read what I posted twice in this very thread about online status and actual hotel inventory? As indicated many times, we don't know if a room was taken out of service, for whatever reason; a guest extended their stay; or an issue came up that prevented a room that was thought to be of us that now cannot be used.

Also, just because he got a "better" room doesn't mean it was available. It's possible they switched someone, who hadn't checked in yet, to the room he was originally assigned.

If he had a problem, lets hope he got that managers name and calls CCS to find out what the problem is so that no future elite member has the same problem.

Did your read what I posted twice in this very thread about online status and actual hotel inventory? As indicated many times, we don't know if a room was taken out of service, for whatever reason; a guest extended their stay; or an issue came up that prevented a room that was thought to be of us that now cannot be used.

Also, just because he got a "better" room doesn't mean it was available. It's possible they switched someone, who hadn't checked in yet, to the room he was originally assigned.

If he had a problem, lets hope he got that managers name and calls CCS to find out what the problem is so that no future elite member has the same problem.

That goes back to what I said earlier. CCS will always be on the hotel's side because the hotel can make up whatever excuse it wants by pulling the our actual inventory is different than the website's card for whatever reason it wants. And, there is not a thing you can do about it. @:-) Just make the hotel known that you are not happy and stay elsewhere next time. That's the only way the hotel will learn.

That goes back to what I said earlier. CCS will always be on the hotel's side because the hotel can make up whatever excuse it wants by pulling the our actual inventory is different than the website's card for whatever reason it wants. And, there is not a thing you can do about it. @:-) Just make the hotel known that you are not happy and stay elsewhere next time. That's the only way the hotel will learn.

Agreed. However, I still think CCS still needs a call.

Unfortunately its NOT only the W-HKG that pulls this , nor just *W Hotels.

I find Marriott and Hilton pulling it all over the place as well

Its rather an Industry norm, Unfortunately. I dont have enough fingers and toes to count the # of times I've been told 'Sorry we are full so no Upgrade..'

Only to go online and printout a list of the type of Rooms that are available for that night as well as the duration of my stay. Then they come back with some lame excuse, which usually boils down to the Mgr/owners dont want to give someone on an ElCheapo a room that should cost alot more

Is it at all possible that the rooms you saw online were all already set aside for Plat/VIP upgrades, and there were none left for a "free" upgrade. They were selling them online to guests and through reservations, because of course, what hotel isn't going to try to make revenue? Then when you brought it up and made it an issue, they moved someone out of their upgrade? Anything is possible - but to jump to such a negative conclusion so quickly...I'd think through every possibility.

Is it at all possible that the rooms you saw online were all already set aside for Plat/VIP upgrades, and there were none left for a "free" upgrade. They were selling them online to guests and through reservations, because of course, what hotel isn't going to try to make revenue? Then when you brought it up and made it an issue, they moved someone out of their upgrade? Anything is possible - but to jump to such a negative conclusion so quickly...I'd think through every possibility.


There are so many variable, which is why I suggest calling CCS.

Is it at all possible that the rooms you saw online were all already set aside for Plat/VIP upgrades, and there were none left for a "free" upgrade. They were selling them online to guests and through reservations, because of course, what hotel isn't going to try to make revenue? Then when you brought it up and made it an issue, they moved someone out of their upgrade? Anything is possible - but to jump to such a negative conclusion so quickly...I'd think through every possibility.

they might have been set aside according to the Hotel as long as they werent able to sell them, but if they are showing as available for sale then the Hotel should give it to whomever checksin 1st

as has been mentioned many a time just cause a Hotel preUpgrades a person doesnt mean that the Hotel must deliever on it, they must only deliever on the type of room the person reserved

so yes I would expect to get an Upgrade if its showing as available even if that means unblocking a room that is for another Plat, as long as Im checking in before that other Plat. Remember the Offical Rule is Upgrade when available at check-in.

Now if a Hotel pulls a room out of their Inventory and blocks it for a Plat or whomever, then since its not showing as available I have no qualms with that as its been taken out of the inventory

but if they are showing as available for sale then the Hotel should give it to whomever checksin 1st


So the suite should go to the guy at the check-in queue right in front of you who was on a free stay and staying there for the first time, rather than to you when you are paying $500 a night and have been staying there every other week for the past 5 years ...

So the suite should go to the guy at the check-in queue right in front of you who was on a free stay and staying there for the first time, rather than to you when you are paying $500 a night and have been staying there every other week for the past 5 years ...

yes, since that's the official rules. he was there first and he is due to get "the best available room at check in". we know it doesn't always happen in reality, but these are rules and i would expect a hotel to adhere to them. upgrades are given due to status, NOT based on the rate of the room (officially). so, $500/night is not relevant. I know in reality it does become relevant but that's not the letter or the spirit of the T&?C as currently stands.

yes, since that's the official rules. he was there first and he is due to get "the best available room at check in". we know it doesn't always happen in reality, but these are rules and i would expect a hotel to adhere to them. upgrades are given due to status, NOT based on the rate of the room (officially). so, $500/night is not relevant. I know in reality it does become relevant but that's not the letter or the spirit of the T&?C as currently stands.

Agreed, nor does that have anything to do with the original post.

they might have been set aside according to the Hotel as long as they werent able to sell them, but if they are showing as available for sale then the Hotel should give it to whomever checksin 1st

as has been mentioned many a time just cause a Hotel preUpgrades a person doesnt mean that the Hotel must deliever on it, they must only deliever on the type of room the person reserved

so yes I would expect to get an Upgrade if its showing as available even if that means unblocking a room that is for another Plat, as long as Im checking in before that other Plat. Remember the Offical Rule is Upgrade when available at check-in.

Now if a Hotel pulls a room out of their Inventory and blocks it for a Plat or whomever, then since its not showing as available I have no qualms with that as its been taken out of the inventory

+1 on this... I think the o.p. calling the front desk and being told better rooms were available is warrant enough to expect the upgrade so touted as the benefit of being Platinum. Online inventory is only further support, since I'm sure it's right far more often than it's "wrong." Getting the "non-existent" room seals the deal. And if the suites or upgrade rooms are being set aside for other, "better", plats, then 1.) why would I try for platinum status as I will always be at the bottom of the food chain v. others based on years w/ SPG, total $ spent, etc. 2.) The T&C's state that plats are given the best [eligible] room available on check-in... I appreciate that there may be some preferential treatment for big spenders, loyaly customers, etc., but how do you do that without violating the T&C? Either it's best room at check-in or it's algorithmically determined on other factors, but I don't understand how it can be both simultaneously...

Also, regarding the suite, possibly the suite shown in inventory was a specialty suite ineligible for plat upgrade. And, if all :rolleyes: of the better rooms were not available due to cleaning or something, wouldn't it be better to offer the guest the option to wait?

I'm currently chasing platinum (not through double stays, b/c I would rather have a jump on next year), but threads like this seriously make me uncomfortable with my choice. There are enough of them to convince me that it is not at all an uncommon practice for properties to holdback on the only real bene for plat (aside from amenity which will likely disappear next year, I'm guessing)... I guess we'll see how it goes after I achieve plat :confused:. SPG's been very good to me so far, but I'm afraid I'll feel duped if I regularly run into these situations as plat. :(

Checked in today. ( I live in HKG. Just using
free weekend night before expiry)
The Worst part of this SPG program is it
all comes done to lying front desk staff
protecting rooms despite the program.
I came here to have a nice break from my
small ...... HKG apartment. All I've gotten
was lies and annoyance.
A got a few questions for you. Are you Chinese from mainland China? Are you Chinese from Hong Kong? Or are you Chinese expat/caucasian? or any South-east asian race?

To make you feel better, let me say this. I am Chinese-Canadian and I spent 10 years of my elementry school-junior high school years in Hong Kong. I made a reservation with both me and my sister for the Sharaton Hong Kong and are suppose to stay in it yesterday and today. The room has both our names. My sister will check in first as she was already in Hong Kong and I would be arriving from Vancouver later the day. I was delayed for a day so the 1st night my sister would need to go sightseeing without me.

Anyhow, my sister (who is Chinese-Canadian with some Chinese accent) looks like she is from China (she got stopped by cops in HK who though she was illegal immigrant from China to check her Canadian passport). She is 22 years old. The reservation has both me and my sister's name. When she tried to check in, the front desk refuse to give her my Platinum Welcome Gift nor the breakfast coupons for Platinum members because I wasn't there. It maybe perfectly legit for the hotel not to give her my Platinum gifts, but it is just not normally denied... In fact, I can say that among the handfull of times through the years that my sisters or mother check in Starwood hotels without me (come on plats! You all pulled something like this once a while!) this is the first time one was denied platinum kits.

On a seperate occasion of Feb 2009, I made the reservation at the Sharaton Hong Kong for my mom and me. My mom walked in like the sterotypical Hong Kong semi-wealthy middle-age women with good manners. My mom's friend drove my mom to the hotel with the friend's BMW. My mom went to the front desk with the hotel parking ticket. Front desk asked "Do you know what gift your son would like?" and my mom replied "I want the dining food credit." and then they gave her my platinum gifts and those breakfast coupons. In fact, my mom got an extra one for her friend (total of 3)! As for the parking... "put it to the room, my son will take care of it! ":(

The point is this:
Discrimination is alive and well in Hong Kong. The W hotel staff's monthly salary maybe around $HKD 8000 - 10000 and possibly 20 - 30 years old. They couldn't even afford to stay in the hotel at the BAR prices ($HKD 2500/night or 1 week of salary). Then some other local that looks like similar age and seem in same financial status shows up trying to get a night for free, well.. there would be resentment. They sense the failure of themselves when they see you - a guy with same class status but appeared doing way better financially to be able to stay in the hotel (and for free!). This is a growing problem of the gap between rich and poor in pure capitalistic Hong Kong. In my mom's case, it would be culturally unacceptable to propose "I cannot give your son's platinum benifit to you - the mother." If the staff's mother was standing around, it may result in a slap on the staff's face and followed by "give her the best room!" command.:D

Actually, if you drove in with a Mercades Benz, have a good looking girl next to you (or vice versa). Act as if you were spoiled all your life. Whip out that American Express Platinum card. Dress like you have millions. Ask for the manager (use manager's English first name) and get him to check you in. Tell them to impress you or else you will hit another hotel next time. Then there is a good chance you will get a good upgrade....

Do I ever roll like that? Never. How do I know it works? Daddy and his friends rolled like that when I was a kid and it worked then. It appears the new wave of rude rich Chinese from China also roll like that too.:( Sad but true.

he was there first and he is due to get "the best available room at check in".

Going by that argument, the hotel has a reasonable excuse not to give the OP the suite even if theres one available for sale.

A suite may be available for sale for that night, but because the previous guest has not check-out yet (or it has not been cleaned yet) then the OP is not entitled to it since it was not available "at check-in".

Going by that argument, the hotel has a reasonable excuse not to give the OP the suite even if theres one available for sale.

A suite may be available for sale for that night, but because the previous guest has not check-out yet (or it has not been cleaned yet) then the OP is not entitled to it since it was not available "at check-in".

However, it goes back to what category were the suites/rooms the OP saw online?

On the issues of upgrades, the CCS will stand by the hotel. They can basically tell you whatever they want: they forgot to close out the inventory on spg.com (for the most part, this is beyond BS :rolleyes:). No one will "accidentally" release inventory to be sold on spg.com. The inventory is often real time, and the property's room revenue's manager is supposed to keep an eye on that and trust me they do, or they will get in a lot of trouble. Or, suite could be available when you checked in and you were denied upgrades, then later on, different competent employees gave the suites to other Platinums, so at the end of the day, the inventory would show that the suites were sold out for that day, even though CLEARLY when you checked in, the suite was available for sale and for upgrade (and as proven on spg.com). They can tell you whatever they want and there is not a thing you can do about it. CCS will stand of the hotel's side in order to prevent leaking "proprietary information" :rolleyes:

Service issue is different, and CCS will stand on your side.

What trouble is that?

For I'm confused by your post below as it seems you switched your stance from "they will get in a lot of trouble", to the below which you state basically don't waste your time doing anything except threaten to leave to another hotel.

Please clarify.

That goes back to what I said earlier. CCS will always be on the hotel's side because the hotel can make up whatever excuse it wants by pulling the our actual inventory is different than the website's card for whatever reason it wants. And, there is not a thing you can do about it. @:-) Just make the hotel known that you are not happy and stay elsewhere next time. That's the only way the hotel will learn.

Going by that argument, the hotel has a reasonable excuse not to give the OP the suite even if theres one available for sale.

A suite may be available for sale for that night, but because the previous guest has not check-out yet (or it has not been cleaned yet) then the OP is not entitled to it since it was not available "at check-in".

You may be Right, but available at check-in always meant to me being in the Inventory for sale for the night/s that I will be staying there

So if say all the best rooms are either still occupied or being cleaned but are listed for Sale then I would expect to be asked" Mr craz, unfortunately at this exact moment in time no Upgrades are available , however if you are willing to wait __ then I will be able to give you an Upgrade.

I never understood it to mean that at that moment at check-in the room had to be available to be occupied by me.Heck at times I pull up checkin dont go to the room and leave, why? cause I know when I get back theres gonna be a line a mile long. Therefore if I was UPed they should chase after me and take it away and say, its yours if its avaialble when you decide you want to actually go into the room

Best room 'available at check-in' is not really clear.

As pointed out earlier, the room may be 'available' for sale, but may already be 'reserved' or 'set-aside' for another Plat or VIP upgrade. Starwood would still like to sell the room if possible, and then the person for whom the room is reserved would be out of luck.

There is nothing in the T&Cs that states that the first to check-in gets the upgrade. If the room is already 'slated' for someone else, it may be available for sale, but otherwise unavailable.

So the word 'available' needs some clarification.

A got a few questions for you. Are you Chinese from mainland China? Are you Chinese from Hong Kong? Or are you Chinese expat/caucasian? or any South-east asian race?

To make you feel better, let me say this. I am Chinese-Canadian and I spent 10 years of my elementry school-junior high school years in Hong Kong. I made a reservation with both me and my sister for the Sharaton Hong Kong and are suppose to stay in it yesterday and today. The room has both our names. My sister will check in first as she was already in Hong Kong and I would be arriving from Vancouver later the day. I was delayed for a day so the 1st night my sister would need to go sightseeing without me.

Anyhow, my sister (who is Chinese-Canadian with some Chinese accent) looks like she is from China (she got stopped by cops in HK who though she was illegal immigrant from China to check her Canadian passport). She is 22 years old. The reservation has both me and my sister's name. When she tried to check in, the front desk refuse to give her my Platinum Welcome Gift nor the breakfast coupons for Platinum members because I wasn't there. It maybe perfectly legit for the hotel not to give her my Platinum gifts, but it is just not normally denied... In fact, I can say that among the handfull of times through the years that my sisters or mother check in Starwood hotels without me (come on plats! You all pulled something like this once a while!) this is the first time one was denied platinum kits.

On a seperate occasion of Feb 2009, I made the reservation at the Sharaton Hong Kong. She walked in like the sterotypical Hong Kong semi-wealthy middle-age women with good manners. My mom's friend drove my mom to the hotel with the friend's BMW. My mom went to the front desk with the hotel parking ticket. Front desk asked "Do you know what gift your son would like?" and my mom replied "I want the dining food credit." and then they gave her my platinum gifts and those breakfast coupons. In fact, my mom got an extra one for her friend (total of 3)! As for the parking... "put it to the room, my son will take care of it! ":(

The point is this:
Discrimination is alive and well in Hong Kong. The W hotel staff's monthly salary maybe around $HKD 8000 - 10000 and possibly 20 - 30 years old. They couldn't even afford to stay in the hotel at the BAR prices ($HKD 2500/night or 1 week of salary). Then some other local that looks like similar age and seem in same financial status shows up trying to get a night for free, well.. there would be resentment. They sense the failure of themselves when they see you - a guy with same class status but appeared doing way better financially to be able to stay in the hotel (and for free!). This is a growing problem of the gab between rich and poor in pure capitalistic Hong Kong. In my mom's case, it would be culturally unacceptable to propose "I cannot give your son's platinum benifit to you - the mother." If the staff's mother was standing around, it may result in a slap on the staff's face and followed by "give her the best room!" command.:D

Actually, if you drove in with a Mercades Benz, have a good looking girl next to you (or vice versa). Act as if you were spoiled all your life. Whip out that American Express Platinum card. Dress like you have millions. Ask for the manager (use manager's English first name) and get him to check you in. Tell them to impress you or else you will hit another hotel next time. Then there is a good chance you will get a good upgrade....

Do I ever roll like that? Never. How do I know it works? Daddy and his friends rolled like that when I was a kid and it worked then. It appears the new wave of rude rich Chinese from China also roll like that too.:( Sad but true.
Colorful and insightful. Best post in this thread ^

I had two stays in W Hong Kong,both are pre-upgraded to Fantastic Suite during Hong Kong.
The second stay I polite ask the front desk,can I get Marvellous Suite?

He apologise Marvellous Suite is not available,hand his name card,ask write e-mail before check in,he will arrange for me.Even I print some pages of my document for free.
I believe everything is depends on the person who help check in.

Here are two my awards stay experiences(no suite).
W Seoul full house on the day check in,got basic room Wonderful Room.Check SPG.com found Cool Corner Room available,double check with front desk,she said its on the ground floor,no view at all,the best way she should ask me select which one I prefer stay.Anyway she give me her name card,maybe she can arrange suite for me next time.

St Regis Singapore
Only upgrade to deluxe room,give extra benefit Internet and breakfast for free.SPG.com show suite still able to booking,call CSS confirm is it accurate? CSS reply ask front desk.10 minuets later suite is gone.

Agree with yeunganson but at least mtacchi still is Plat.He should get more respect than non-status guest.

So, OP said the corner room & suites are bookable online. And are still available hours after he's initially checked in. And that he got moved to a corner room after he pushed. Then W did lie.

I understand why front desk wants to keep the best room for VIP or paid customers. But that's not what SPG's rules said.

Write a letter. I'm so tired of front desk staff telling me I'm on award / points / mistake fare and that I should be glad I get a room. This happens a lot to me in HK / Macau.

Back to the OP's original post, what is it with these FlyerTalkers complaining about free rooms WHILE THEY ARE ON VACATION - on FT? Go, get out of there, go have a good time - it's just a hotel room. As long as there are no bedbugs, body fluids, or body parts (including toenail clippings) - it's a FREE room. You didn't have to pay for it! What part of free do we not understand in this society?

Back to the OP's original post, what is it with these FlyerTalkers complaining about free rooms WHILE THEY ARE ON VACATION - on FT? Go, get out of there, go have a good time - it's just a hotel room. As long as there are no bedbugs, body fluids, or body parts (including toenail clippings) - it's a FREE room. You didn't have to pay for it! What part of free do we not understand in this society?

Sorry, but it's not "free". It's paid for with points, cash and points or a FWN award. All of those cost money to earn. While it may not be the same as cash out of your pocket it's certainly not free.

Further, the property is not giving away a "free" room. SPG is paying the hotel for the room.

I find a case in my industry to be similar. We sell pro audio equipment to resellers (stores). Often the store will ask for a deal...if they order a certain amount they want "free" shipping. When did the shipping become free? UPS and FedEx still charge. The difference is who's paying. It's not "free".

Finally, according to the SPG terms and conditions a member is entitled to the SAME benefits on an award or paid stay.

I hope the OP survives his weekend in an inferior room, but I'm still trying to figure out why, if they wanted a suite, did not BOOK a suite? When one does that, the front desk clerk can't lie and say they're not available.

yes, since that's the official rules. he was there first and he is due to get "the best available room at check in". we know it doesn't always happen in reality, but these are rules and i would expect a hotel to adhere to them. upgrades are given due to status, NOT based on the rate of the room (officially). so, $500/night is not relevant. I know in reality it does become relevant but that's not the letter or the spirit of the T&?C as currently stands.

No, the preassigned room is not longer available and the hotel will certainly not give a room to a "plat light" on a FNA if a returning "plat plus" has booked for BAR. This is business, not a charity.

the op vented, he got his room and he shared how he got his room and how the front desk misinformed the op. as long as we'll be dealing w/ human beings, it looks like YMMV for most of us :) enjoy the weekend!

I hope the OP survives his weekend in an inferior room, but I'm still trying to figure out why, if they wanted a suite, did not BOOK a suite? When one does that, the front desk clerk can't lie and say they're not available.

Well, that's an accurate statement, but it sort of misses the point, no? The point, of course, is that folks are brand loyal to a brand in order to reap the promised benefits that come with that loyalty. In this case, the brand is Starwood Hotels and the benefits are the Platinum benefits of the SPG program.

The OP isn't off base for expecting that a hotel with what APPEARS to be numerous upgradable rooms in the "available inventory" bucket should make some effort to upgrade him, as a Plat guest, to one of those rooms.

There are, as have been mentioned, numerous factors for why he might not have been granted an upgrade at time of check in, but I don't think it's completely fair to simply tell him that the best solution in all cases is to book a suite. That's not a practical solution for most folks; especially when the OP was hoping that his Plat benefits would afford him the upgrade.

I see both sides of this clearly and both sides have merit. But, telling the OP that he was unrealistic in wanting to pursue an upgrade when he believed there were a number of them available seems unfair.

1) I asked checkin girl, who them huffed at me
and said it's only available if I Pay.

2) The just of what was said to me, is
it's an award resv... They didn't care about
platinum.

I've picked 2 lines in the OPs post that drew my attention.
What did the check in person mean by that? Obviously the OP thought it referred to his booking being a free stay. The receptionist should have been more clear if this was not the case.

If this was said to me, under similar circumstances, it would be like waving a red flag at a bull. It didn't help the situation, it reinforced the OP's belief that better rooms were available. IMO this was badly handled by the hotel. It should not be up to FTers to give possible scenarios as to why it happened, the hotel should have taken the time to properly explain.

My first stay in HK was at the Sheraton. From info on FT I gathered I would get either a View Room or Non View Suite, I would not get a View Suite. This seemed to be accepted here on FT as hotel policy, and that surprised me. Now that policy may have some merit and suit some, it may have changed since, but I don't think it followed Plat upgrade guidelines. To me this does give some evidence that hotels, at times, have their own interpretation of the rules.

Next visit to HK I chose the W, but it was my first ever W stay, I wasn't sure how it would fit, so I pre-booked an extra couple of days elsewhere. For less than a standard room at the Sheraton, I booked a huge room elsewhere, with what was the equivalent of "Towers" benefits. In terms of status I was a no-body but they treated me like royalty.

I loved the W and will return. If I get a suite, I'll be delighted. If I get a better room than booked, I'll be pleased. If I get what I booked because they are sold out, so be it. However if I get attitude about it being a "free" night, I'll be peeved big time. Free nights and Plat benefits are important to me and I pay extra for a lot of everyday stays to get them. If all I wanted was a room, I'd have no affiliation and be checking for the best rates everytime I booked a hotel.

Sometimes you have to play the song and dance to make the upgrades happen. This is not only SPG program but I have plenty of similar experiences at other programs too where suites upgrades are published benefit.

I was at one W last weekend that had booked me to a non-suite room. After flipping out the iPhone at the front desk and saying that you still seems to be selling suites for tonight a suite did become available after a short wait.

Quite frankly this happen with all the chains so it is not unusual. I just try to be polite.

If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

I am way less agressive than that. If I must absoultely need a suite and don't want to pay too much for it, I will book 1 night in a suite and the 2nd or 3rd night in points/Cash & points. It is very unlikely, they will kick you out after 1st night especially if you are Plat member.

Sometimes you have to play the song and dance to make the upgrades happen. This is not only SPG program but I have plenty of similar experiences at other programs too where suites upgrades are published benefit.

I was at one W last weekend that had booked me to a non-suite room. After flipping out the iPhone at the front desk and saying that you still seems to be selling suites for tonight a suite did become available after a short wait.

Quite frankly this happen with all the chains so it is not unusual. I just try to be polite.

If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

Was the suite you saw a select standard suite, or did they give a suite to appease you? Again, many variables.

Just because a person can see a suite on line that doesn't mean it's in the upgrade pool.

I've picked 2 lines in the OPs post that drew my attention.

My first stay in HK was at the Sheraton. From info on FT I gathered I would get either a View Room or Non View Suite, I would not get a View Suite. This seemed to be accepted here on FT as hotel policy, and that surprised me. Now that policy may have some merit and suit some, it may have changed since, but I don't think it followed Plat upgrade guidelines. To me this does give some evidence that hotels, at times, have their own interpretation of the rules.


I always stayed in the Sharaton because of the good location. I never had a Ocean View Suite. I stay there about 4 times each year. It is either Garden View Suite or Ocean View Room. On other threads, it appears the proper way is to do a "1500 point" upgrade to the Sharaton Towers (which I never tried).

The W would be an alternative, but at $HK 2500 ($US 320) a night, had I stayed there it would be one of the most expensive Starwood hotels I would ever stay in. It is only surpassed by Westin Tokyo.

I was tempted to use my Platinum Free Night there this October to see if I it is worthy, but as a Chinese-Canadian and the OP experience, I fear the deck is stacked against me.

I never had a Ocean View Suite. I stay there about 4 times each year. It is either Garden View Suite or Ocean View Room.

Exactly my point. I did upgrade to towers before my stay or might have booked it outright (can't remember). This gave extra benefits like the lounge, laundry etc. However upgrade was then Towers View room or Towers Non-View suite.

All I am trying to say is best available room at check in is not always the case. If this was the best I could get here, I could get better elsewhere at a much cheaper rate.

Hotels play games with upgrades and it's usually not because of some disconnect between what's on SPG.com and what the hotel still has available.


If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

If considering that option, make sure to factor in whether or not the penalty-free cancellation period has expired.

Back to the OP's original post, what is it with these FlyerTalkers complaining about free rooms WHILE THEY ARE ON VACATION - on FT? Go, get out of there, go have a good time - it's just a hotel room. As long as there are no bedbugs, body fluids, or body parts (including toenail clippings) - it's a FREE room. You didn't have to pay for it! What part of free do we not understand in this society?

you're "FREE" to take that stance and I applaud you for it.
I, however, want what I'm entitled to.

If considering that option, make sure to factor in whether or not the penalty-free cancellation period has expired.

If the hotel cancels my stay I have never had to pay any penalties. The method only works if you have other choices. Normally I always do.

If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

I tell them to politely honor the Platinum benefits as outlined at spg.com
THEN I start the nuclear option:
"Do you think you are dealing with a f*%$*n amateur?"
"Do you think I haven't heard your bs before?"

Going armed with data has always helped me...on the 2 occasions it didnt get me what I could have got (according to the Plat Concierge 10 mins earlier) I got 10000 points both times:)
Don't cop it!!
They must honor the terms of the program!!

Ladies/Gents.

Ok.

So I am home now, and I'll recap the events now that I am not typing into
my iphone.

1) I live in HKG, so I called resv to see if there were Fantastic Suites to buy.
Was told yes..

2) 20 Mins later, I called the front desk, and explained that as I live 20 minutes from the hotel, I could check in ANYTIME.. Was just looking for the suite. If they had a late checkout or whatever.. I was cool with coming later.
Was advised they were very full...whatever.. I'll deal on checkin.. SPG.com still showed many Corners ect..

3) I arrive at 3pm, and informed that no upgrade was possible off the basic room..I then pointed out that they were selling better rooms, at which point her reply was I was welcome to buy one.

? ...? Manager Please...

So Ethan the front desk Mgr comes out, and talks to me.. I show him the cool corners for sale and he goes to the check in girl.. they chat for a bit and he produces 2719, a midlevel corner with partial sea view..

As I said earlier.. I coudn't prove the suites, so I didn't push it.

4) On checking in to the room there was a note saying the pool was closed after 3 for the Spanish Fiesta Party... great.. no late afternoon pooling and champers for me..

Called Ethan again.. he comps breakfast.. At this point I was close to leaving.. I have a few drinks and chill.

--
This morning, the pool was open. We went up and found two lounges together, but we needed an umbrella due to the intense sun today (34degrees C), he said "No.. Cannot"...

again.. ...?? Whatever, Whenever? there is no way thats going to slide.
I unscrew the umbrella myself and move it, my wife phones Martin (another mgr on duty), he comes up.. and doesn't understand why the attendant said no either.. promises to deal with it.

At this point I'm thinking the W should be rebranded as the "C or N" for Cannot and No...

Anyway.. on check out, Note from MGR, apologising for all the issues and offering a confirmed upgrade to a Marvelous Suite if I choose to stay again.
--

Could I have called CCS ? Yes. I have before. Once with Yankee trader in FLL who was holding back a suite.. They did side with me and got my suite sorted. So I believe they can work for you if its cut and dry.

I also think one needs to take personal responsibilty and address things local if one can. Am I happy about how the whole thing went? Not at all. It was my one Friday off to use my "free weekend night" before the end of the month. It was kinda wasted.

Whatever. Its 3:40pm.. I've got a flight in 2hrs and gotta run.

Edit.. sorry, to answer other questions I'm a Gwiello (white guy)who's been in HKG 5+ yrs originally Canadian, and been Plat just about 10yrs.. not my first time @ the rodeo..

If everything else fails I then exercise my "nuclear" option which is to tell the front desk manager that they can cancel my stay and that I will then move to (put the name of their strongest competitor here preferably a notch better than them) if they cannot make the suite to happen. Then see what happens.

I've seen that happen at the Sheraton Park Lane, albeit in a slightly more aggressive way by a Gold guest checking in in front of me. He was kindly advised by the agent that he would waive the cancellation fee on his booking so he could take himself to the vastly superior hotel that he mentioned.

The Gold guest didn't have much to say to that and shut up and checked in. :D (Different to a Platinum who thinks there may be an upgrade available, as this person certainly wasn't entitled for a suite upgrade)

Anyhow, my sister (who is Chinese-Canadian with some Chinese accent) looks like she is from China (she got stopped by cops in HK who though she was illegal immigrant from China to check her Canadian passport). She is 22 years old. The reservation has both me and my sister's name. When she tried to check in, the front desk refuse to give her my Platinum Welcome Gift nor the breakfast coupons for Platinum members because I wasn't there. It maybe perfectly legit for the hotel not to give her my Platinum gifts, but it is just not normally denied... In fact, I can say that among the handfull of times through the years that my sisters or mother check in Starwood hotels without me (come on plats! You all pulled something like this once a while!) this is the first time one was denied platinum kits.

A little off topic from the original thread, but...

Personally I think this is exactly what they should do. Treating the room as if you were there when you weren't is just asking for abuse. Friend/family/random person off the street could just list you on their reservation and enter your SPG number and not only do they end up with platinum privileges that they doesn't deserve, but it also allows you to collect nights/stays which actually were someone else.

In this case it was clearly not your intent to do that, but how is the hotel to know?

True , but often take my wife on business trips
where she arrives at hotel hours before me.
I'd be pissed if they withheld upgraded ect..

Not that they ever have. In 10 years , it's
never been an issue.

Even in Amsterdam this summer, I was staying at the
Pulitzer with a cousan to see U2. She arrived
at 6:30am. I got in at 3. They accomodated her, though
I emailed and called to make sure. (Lovely Suite too)

But the chance of abuse is there. I suppose if
SPG looked at your file and you had 25 different
names you're sharing rooms with, they could have
you for fraudulant activity.
I suspect the 99% of Plat is only having
a spouse checkin first.

Interesting thread drift.

Dishonest hotels vs Dishonest patrons

Whose abuse is greater ?

A little off topic from the original thread, but...

Treating the room as if you were there when you weren't is just asking for abuse. Friend/family/random person off the street could just list you on their reservation and enter your SPG number and not only do they end up with platinum privileges that they doesn't deserve, but it also allows you to collect nights/stays which actually were someone else.

In this case it was clearly not your intent to do that, but how is the hotel to know?

The hotel knows if the person is my immediate family member because he/she needs to provide photo ID in this case passport. And of course, immediate family member will have the same family name and siblings will have similar birth year and parents will have appropriate age gap. Of course, the reservation was made through Platinum Desk and there is a special procedure to do it (or else it won't work). Again, it is only used a handful of times during the years I am platinum member and I think it is an unspoken rule that Your Miles May Vary and you can only use it for immediate family members (not friends).

For the Op expereience, since he is a foreigner, then my theory of local discrimination doesn't apply. Assuming the hotel is not full and suites were availabe, I think it is short-sighted on the hotel part to screw the most loyal customers. Giving the OP a bigger room doesn't cost the hotel much. If they fear there are last minute run-in, they can always promise the Op to give them a big room later in the evening (that's how Vancouver's Starwoood hotels does it).

The hotel knows if the person is my immediate family member because he/she needs to provide photo ID in this case passport. And of course, immediate family member will have the same family name and siblings will have similar birth year and parents will have appropriate age gap. Of course, the reservation was made through Platinum Desk and there is a special procedure to do it (or else it won't work). Again, it is only used a handful of times during the years I am platinum member and I think it is an unspoken rule that Your Miles May Vary and you can only use it for immediate family members (not friends).Not sure that this is always true. Sisters, even spouses can have different last names. Also, age differences of 10+ years between siblings are not unheard of. What is an "appropriate age gap" for parents? How do you deal with second marriages and associated name changes? How do you distinguish between sibling and first or second cousins (which can have the same last name)?

On the other side unless you have a very usual last name it is likely that you know people in your age range (+/- 2 years) with the same last name as you, but not related to you. How is the hotel going to know that they are not related?

I think that mtacchi is correct. If "you had 25 different names you're sharing rooms with" you should be flagged for investigation, if you share with the same people over and over again (or your case of only a handful of time over years), it is very likely to be legitimate.

A got a few questions for you. Are you Chinese from mainland China? Are you Chinese from Hong Kong? Or are you Chinese expat/caucasian? or any South-east asian race?
....
The point is this:
Discrimination is alive and well in Hong Kong. The W hotel staff's monthly salary maybe around $HKD 8000 - 10000 and possibly 20 - 30 years old. They couldn't even afford to stay in the hotel at the BAR prices ($HKD 2500/night or 1 week of salary). Then some other local that looks like similar age and seem in same financial status shows up trying to get a night for free, well.. there would be resentment. They sense the failure of themselves when they see you - a guy with same class status but appeared doing way better financially to be able to stay in the hotel (and for free!). This is a growing problem of the gap between rich and poor in pure capitalistic Hong Kong. In my mom's case, it would be culturally unacceptable to propose "I cannot give your son's platinum benifit to you - the mother." If the staff's mother was standing around, it may result in a slap on the staff's face and followed by "give her the best room!" command.:D

Actually, if you drove in with a Mercades Benz, have a good looking girl next to you (or vice versa). Act as if you were spoiled all your life. Whip out that American Express Platinum card. Dress like you have millions. Ask for the manager (use manager's English first name) and get him to check you in. Tell them to impress you or else you will hit another hotel next time. Then there is a good chance you will get a good upgrade....

Do I ever roll like that? Never. How do I know it works? Daddy and his friends rolled like that when I was a kid and it worked then. It appears the new wave of rude rich Chinese from China also roll like that too.:( Sad but true.


I love this post. It is so true in HKG and mainland China.

I love this post. It is so true in HKG and mainland China.

Actually just having stayed last weekend at the W Hong Kong while the post you reference could make great copy in the National Inquirer I would catagorize it as silly at best (and believe me I am bieng charitable here :)) in the context of my experience at this property.

mike

Thought the W Hong Kong was a very nice property in terms of rooms and pool, but the whole matter of the pool is unacceptable. There is no reason for a public area to be blocked off for a private party during regular hours. The key problem is that the pool is considered a public area when they advertise it on the website as some sort of great facility to use.

This is the typical SPG plan of screw over loyal customers and deny them legitimate benefits. Obviously they have no clue how to train their staff to treat customers, but this is a corporation wide problem.

For the horrible treatment of the OP, I think the only thing SPG can do is give them 2 free stays or 24k points and the desk agent from check-in should be terminated. It also wouldn't be a bad idea for SPG to send the employees termination notice to the OP, if HK labor laws permit.

SPG really needs to get their act together in treating elite customers better. I got so fed up with the crap treatment, I'm now at Hyatt and though they don't give out suites, they have consistent room quality and know how to treat Diamonds.

When they screwed up and gave my suite away they gave me enough points to cover almost 2 nights at the hotel without even prompting when it was a legitimate accident of two guests with the same name.

SPG should either shape up or shut down and I think terminating many of those at the call center would be a good start.

...

The point is this:
Discrimination is alive and well in Hong Kong. The W hotel staff's monthly salary maybe around $HKD 8000 - 10000 and possibly 20 - 30 years old. They couldn't even afford to stay in the hotel at the BAR prices ($HKD 2500/night or 1 week of salary). Then some other local that looks like similar age and seem in same financial status shows up trying to get a night for free, well.. there would be resentment. They sense the failure of themselves when they see you - a guy with same class status but appeared doing way better financially to be able to stay in the hotel (and for free!). This is a growing problem of the gap between rich and poor in pure capitalistic Hong Kong. In my mom's case, it would be culturally unacceptable to propose "I cannot give your son's platinum benifit to you - the mother." If the staff's mother was standing around, it may result in a slap on the staff's face and followed by "give her the best room!" command.:D

Actually, if you drove in with a Mercades Benz, have a good looking girl next to you (or vice versa). Act as if you were spoiled all your life. Whip out that American Express Platinum card. Dress like you have millions. Ask for the manager (use manager's English first name) and get him to check you in. Tell them to impress you or else you will hit another hotel next time. Then there is a good chance you will get a good upgrade....

Do I ever roll like that? Never. How do I know it works? Daddy and his friends rolled like that when I was a kid and it worked then. It appears the new wave of rude rich Chinese from China also roll like that too.:( Sad but true.

I not Chinese but I have traveled in HKG and Macau for extended stays on many occasions. I have not stayed at the W HKG.

I completely agree with the assertions and observations pointed in the post above. In HKG and now Macau, this is the way things work.

I never liked that property. Staffs were all :rolleyes:, but then again, it's HKG, so I didn't expect much in terms of service. My experience with those free weekend nights was abysmal. No upgrades whatsoever :td:


Switch to Hyatt, where Diamond gets free breakfast (or lounge access), free internet and CONFIRMED suite upgrades 4 times a year. Also 2 x a year, normally there's FFN where you stay twice and get one free night (to be redeemed any time of the week at ANY Hyatt properties)

:-)

SPG Plats supposed suite upgrade benefit just does not work in my opinion. This transparent benefit just makes Plats fuming mad when not given. I just became a Hyatt Diamond. Hyatt is pretty good so far. I love the free breakfast and internet benefits. BUT, Hyatt just doesn't have any cool properties except for the only 2 Andaz currently open.

Don't get me wrong, Hyatt is a nice hotel, but none of their rooms give that relaxing and luxurious feel like Westin (white tea!) and W (blissy!). The stays I had with Hyatt just made me feel like I was at a hotel. But, the stay at W and Westin made me feel like I was at a spa!

For example, I recently had the opportunity to stay near Jersey City/Hoboken. So, my choices were Hyatt Jersey City or W Hoboken. Hyatt Jersey City wanted $185 while W Hoboken wanted $289. I could use my confirm suite upgrade to get a nice riverfront suite at Hyatt. BUT, I decided against it and went with W Hoboken because the rooms at Hyatt just looked BLEH. I used C+P at the W. Viola, got a riverfront suite anyway and the suite was fantastic as always.

I had a completely different experience at the W HKG. I was there 2 weeks before the OP, and also using my free weekend nights. When I checked in, I didn't even have to ask for the suite, and they had already pre-blocked it for me.

Maybe its just a luck of the draw? Not sure if it matters, but I'm an ABC from the U.S. in my late 20's.

Out of all the W's I've been, the HKG was actually the only one that upgraded me to a suite. All the W's in the states wouldn't or couldn't.

Just seen this cos it's been bumped up, but I checked into the W a (good) few hours before the OP and couldn't fault the place. Also on a free night (new year plat gift), email arrived confirming upgrade to Cool Corner Room in advance and no problem checking in while breakfast still being served, late check out offered at the same time ... staff all friendly and helpful. Only annoyance was the pool closure ... felt it was a bit of a cheek to shut down something that's such an attractive feature in the hotel. Can't speak for the racism, other than to say no one shouted "laowai" at me in HKG ...

THEN I start the nuclear option:
"Do you think you are dealing with a f*%$*n amateur?"
"Do you think I haven't heard your bs before?"



Sincerely hope that after you used the language posted above ( and I have no doubt that may very well have been the case) the property in question pointed your boorish self to the door.:rolleyes:

mike

I stayed at the W Hotel Hong kong for the first time. I wrote my review on the W Hong Kong master thread.

To prevent what the OP had gone through, I bascially lay it to the manager. I emailed him from my governmeng email account. Told him I am here to evalute his hotel and to report back to my other department heads - which is partly true since bad hotels get black-listed. I told him to impress me with everything you got or else we will continue with our business with Sharaton since they offer cheaper rates.

I got an email within 24 hours to confirm that an Spectacular Suite upgrade was confirmed. It was 1 week before my arrival. I read on the other thread saying this is highest possible suite they can give me as Platinum member. Since the pool would be closed by the time I arrive, a private tour can be arranged to see the pool after hours if I want. (I didn't take that offer but did a peek at the top floor - the pool was closed but wonderful).

I arrived and had a friend (who is a girl) with me. I definately don't look like a million dollars but definately looked as if I came off a plane - which I was off a plane. The staff seem fine as there was a note from the manager on my file (don't know what it says). I notice the check in clerk on purposely come out from the back desk (he didn't for the previous customer), held the check in card with both hands, bowed 15 degrees and gave me the card to welcome me. In Chinese culture, this means you are a very very very important guest. It felt a little arificual and I was very embaressed since that guy was about the same age so I just instictly bow back and accept the card with both hands - like proper manners... which is a little over the top and a little weird. I felt as if I was seeing my elders.... While he is so concerned about showing deference, he forgot my Platinum Welcome Kit... (sounds like something that I would do if I was him). I just smiled and told him (in the same peer level) that to credit me those 500 points.

In my hotel room, I got two different hand written cards. One for the hotel manager. The other the general manager of customer service? They did put in effort.

SPG should either shape up or shut down and I think terminating many of those at the call center would be a good start.

I believe it would be more useful if you avoid using words with such negativity and provide examples in which you are badly treated. Just my honest opinion because you took such great pains to write a long post.

apguest.forum@starwoodhotels.com

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

Actually just having stayed last weekend at the W Hong Kong while the post you reference could make great copy in the National Inquirer I would catagorize it as silly at best (and believe me I am bieng charitable here :)) in the context of my experience at this property.

mike

I am not sure which part you find it silly. The part of that hotel staff gets jelous of guests in similar ethnic race able to afford the hotel? Or the rich and poor gap in Hong Kong?

There is an article on this with Business Week
http://finance.yahoo.com/banking-budgeting/article/107980/countries-with-the-biggest-gaps-between-rich-and-poor

Hong Kong's rich and poor gap is among the worst in the world. Followed by Singapore in No 2 and USA at number 3.

The front desk staff makes between $HK 10000 - $HK15000 (USD 1290 - USD 1935) per month. These staff is afterall human. It is not a stretch for some of them to have resentment towards someone in similar social status staying in such expensive hotel.

I am not sure which part you find it silly. The part of that hotel staff gets jelous of guests in similar ethnic race able to afford the hotel? Or the rich and poor gap in Hong Kong?

There is an article on this with Business Week
http://finance.yahoo.com/banking-budgeting/article/107980/countries-with-the-biggest-gaps-between-rich-and-poor

Hong Kong's rich and poor gap is among the worst in the world. Followed by Singapore in No 2 and USA at number 3.

The front desk staff makes between $HK 10000 - $HK15000 (USD 1290 - USD 1935) per month. These staff is afterall human. It is not a stretch for some of them to have resentment towards someone in similar social status staying in such expensive hotel.

I find quite interesting that you keep harping on the subject. With the possible exception of North America, Europe, Japan and Australia
the economic situation of the visiting guests is often far superior to that of the hotel staff .... thats nothing new.

Unless the intention of your post is make Chinese Ftalkers be aware of the slight you perceive that MIGHT be directed at ethic Chinese guests (and surely by your reasoning must exist al ALL hotels in Hong Kong) ....your observations are really not relevant to the topic at hand .....upgrades for Platinum guests at the SPG W Hong Kong (lest we forget)
and IMHO seems reflect some insecurity on your part.

mike

I hope the OP survives his weekend in an inferior room, but I'm still trying to figure out why, if they wanted a suite, did not BOOK a suite? When one does that, the front desk clerk can't lie and say they're not available.

The most VIP benefit of SPG Plat is that you can have a suite if available, when you have booked a room or even on an award stay. What is the point of PLAT if you dont get to have the benefit?

I am 3 stays away from PLAT and this type of thread concerns me. Is it really worth it for me to pay $245+ per night in SYD to get my last 3 stays, if you have to fight and check up on the hotel to even get a suite for each stay when you are PLAT? :rolleyes:

Sure you may not get a suite every time if there are sold out situations or they are genuinely not available on the night you check in because they are booked, but come on, the OP saw inventory and he called and was told there was suite inventory. Give him/her a break - he should have gotten the suite from the outset IMHO, without all the funny business from the hotel.

What is the point of PLAT if you dont get to have the benefit?



Well said. Threads like this really is a wake up call for me. i'm not far off from plat myself... time to do some serious thinking.:(

IMHO seems reflect some insecurity on your part.


Now Now now. Let's stop the personal attacks here.

The subject of rich & poor gap was dead until you said the subject was silly. It sort of hit a nerve because the problem is indeed serious - for the people of Hong Kong.

I have a soft spot for Hong Kong as I share the same ethnic race, language and culture as they do. Had my parents didn't have "made it" and then took me to the promise land (Canada), the person serving you at the check in counter might be me!