Programs: SPG Plat, BA Executive Gold, Skywards Silver
Posts: 1,877
Quote:
Originally Posted by KSA_USA
could you share some of the excuses you were given?
Westin Paris
Checked in around 6 or 7 pm, told was upgraded to an effil tower view room, pushed it a bit cuz I knew there were a bunch of suites available, was told no there wernt any, went online infront of the FDA and told her if I booked the junior suite now, what will happen? I told I would get that suite, after a long tug of war, I got the suite which was available.
Pulitzer Amsterdam
Was told that there wernt any suites available even though they were selling. I was told on the 2nd day that we are renovating those suites but did not pull them out of the inventory, I let that go as I wasnt intrested in another encounter after the Paris one. (Why would they leave it there if it was renovating?)
Checked in around 6 or 7 pm, told was upgraded to an effil tower view room, pushed it a bit cuz I knew there were a bunch of suites available, was told no there wernt any, went online infront of the FDA and told her if I booked the junior suite now, what will happen? I told I would get that suite, after a long tug of war, I got the suite which was available.
Except that the junior suite at this property isn't the standard suite. The Prestige suites are the standard suites here. Were they selling on the day in question?
Quote:
Pulitzer Amsterdam...(Why would they leave it there if it was renovating?)
Properties forget to close out the sell status on their inventory on a daily basis. It is a common error and one of many reasons why checking for suites selling online is a poor indicator of what is really available.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Programs: SPG Plat, BA Executive Gold, Skywards Silver
Posts: 1,877
Quote:
Originally Posted by Starwood Lurker
Except that the junior suite at this property isn't the standard suite. The Prestige suites are the standard suites here. Were they selling on the day in question?
Wait, the Prestige Suite which is a higher catagory than the Junior Suite is a select standard but the lower catagory suite is not? That is just weird. Anyways, After the tug of war I got the Junior Suite even though Prestige Suites were selling, the next day I complained to the FDM and he upgraded me to a Prestige Suite, now the Prestige Suite is a higher catagory than the Junior Suite, When I talked with my previous ambassador about this he said that the Prestige Suite I was upgraded to was not the normal upgrades they give to platinums (meaning it's a speciality suite).
Quote:
Originally Posted by Starwood Lurker
Properties forget to close out the sell status on their inventory on a daily basis. It is a common error and one of many reasons why checking for suites selling online is a poor indicator of what is really available.
So if someone booked that suite in question, what will happen?
Wait, the Prestige Suite which is a higher catagory than the Junior Suite is a select standard but the lower catagory suite is not? That is just weird.
Maybe so, but it is the suite on their suite award rate plan, so it is standard according to SPG.
Quote:
...When I talked with my previous ambassador about this he said that the Prestige Suite I was upgraded to was not the normal upgrades they give to platinums (meaning it's a speciality suite).
Not from my standpoint.
Quote:
So if someone booked that suite in question, what will happen?
I think they answered that already in the context of their hotel on the day in question. Not sure what would happen elsewhere or at a different time, but it could be a liability to the property.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
This was around 2 years ago, did thingss changed since then or this was the case back then?
LOL. Anything can change in two year's time. I have no idea what it was then. Now, their Prestige Suites are on the suite award, so that is considered their select standard suite today.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Unfortunately, hotels DO lie about suite upgrades. I was lied to several times (several different lies) on day 1 of my return to a hotel. I was shocked at the rudeness and different stories I was getting. But I figure they have their reasons. STILL- as a Plat member we ARE told we get upgrades at check-in IF available. When I was told they had nothing, I checked online AND had called SPG. I was blatantly lied to.
Day 2 I asked again. I was given an attitude right away but at least the man LOOKED for me. He was ADAMANT that I wouldn't get the same type of suite I'd had in the past. Yes, they had some open, but he was po'd that I'd even asked.
In the end, I spent days 1 &2 and some of 3 in my original room. 3pm rolls around and the small suite was ready. So for 2 nights, I get a suite. Not the ones I've been in before, but a suite with a separate living room and bedroom. Having been here several times, I'd never known these smaller suites existed. But I'm happy now.
I think the hotels who have SUCH a hard time sharing their suites with Plats (who are supposed to get them at check-in IF available) should just come out and say so. Put it on the website. That way, people won't get their hopes up. If a hotel is full, I completely understand not getting a suite upgrade. If all their suites are taken, of COURSE I understand! Just don't lie to me.
Getting suite upgrades is the #1 reason I stay Plat with Starwood. It's IMO, the best perk. But I am keeping track of the hotels who DO upgrade well as opposed to the ones who give me such a hard time. And with the stories I've heard from other guests, I can pretty much tell when a property is not upgrade friendly to Plats.
I'm sorry, but just as it happens that there are amazing hotels with great UG rates, there are those who just don't care. That makes me sad, but in the future I just don't return. And to those who say if you want a suite, book one- I can't afford THAT. I wouldn't even know what the suites entailed if not for the Plat UG. So I hope for the best, deal with the worst, and never EXPECT more than I have booked. I can hope, and I can be angry when it is proven I was lied to, but I will not stress over it.
In my experience, Starwood has the best UG system. There are many hotels who go out of their way to make us feel at home and thank us for being Plat members. Those are the hotels I hope to frequent.
I am still curious about the answer to a previous question. What possible reason could there be for a property to "lie" about not having eligible suites for upgrade?
Yes, they can screw up. yes, they can be ignorant of the benefits. Yes, they can forgot to take it out of inventory if it's busy or being renovated. And, yes, many times when we see a suite for sale 'online', it may not actually be in a class eligible for the upgrade.
But why would a property "lie" about it? How would that possibly benefit the property?
Maybe there's a good answer, but it doesn't doesn't seem logical to me.
Checked in around 6 or 7 pm, told was upgraded to an effil tower view room, pushed it a bit cuz I knew there were a bunch of suites available, was told no there wernt any, went online infront of the FDA and told her if I booked the junior suite now, what will happen? I told I would get that suite, after a long tug of war, I got the suite which was available.
Pulitzer Amsterdam
Was told that there wernt any suites available even though they were selling. I was told on the 2nd day that we are renovating those suites but did not pull them out of the inventory, I let that go as I wasnt intrested in another encounter after the Paris one. (Why would they leave it there if it was renovating?)
on both occasions you relied on what spg.com is showing. I have learned that availability on spg.com means nothing.
at a Westin hotel in Canada suites were available on spg.com . I asked my PC to request an upgrade she came back to me saying its going to be tough but the property will do its best. now i know for fact that my PC won't lie to me. so suites were available on line for sale but internally they were assigned to other platinum members. it did not bother me at all. Platinums are not equal. to me it makes perfect sense. you are competing with other platinums some times you will score the upgrade sometimes you won't.
I understand that Starwood T&C says upgrade is based on availability at time of check-in but thats in theory. try to implement it in real life, well good luck
Just recently at a W hotel in Canada ( i think there is only one W in Canada ) the person in front of me at check-in bought my suite upgrade. when it was my turn to check-in the FD agent went like OOPS i just sold your upgrade.
thats why the best practice IMO is just don't worry too much about suite upgrades.
Programs: SPG Plat, BA Executive Gold, Skywards Silver
Posts: 1,877
Quote:
Originally Posted by KSA_USA
on both occasions you relied on what spg.com is showing. I have learned that availability on spg.com means nothing.
at a Westin hotel in Canada suites were available on spg.com . I asked my PC to request an upgrade she came back to me saying its going to be tough but the property will do its best. now i know for fact that my PC won't lie to me. so suites were available on line for sale but internally they were assigned to other platinum members. it did not bother me at all. Platinums are not equal. to me it makes perfect sense. you are competing with other platinums some times you will score the upgrade sometimes you won't.
I understand that Starwood T&C says upgrade is based on availability at time of check-in but thats in theory. try to implement it in real life, well good luck
Just recently at a W hotel in Canada ( i think there is only one W in Canada ) the person in front of me at check-in bought my suite upgrade. when it was my turn to check-in the FD agent went like OOPS i just sold your upgrade.
thats why the best practice IMO is just don't worry too much about suite upgrades.
Well I relied on spg.com and they were not sold out of those suites, because after arguing with them I got that suite.
I never was worried about the suite, but when it's there and I feel that the agent is lying, I won't stay quite, but if it was sold like your case, I would be more than ok with the situation.
Well I relied on spg.com and they were not sold out of those suites, because after arguing with them I got that suite.
I never was worried about the suite, but when it's there and I feel that the agent is lying, I won't stay quite, but if it was sold like your case, I would be more than ok with the situation.
I am not Westin Paris, so i don't know the details but i would guess that they took someone else upgrade and gave it to you. hoping that the next guest won't be such a pain
when a FD agent tells me at i check-in no suites available, i don't take it as a lie. to me it means they are either sold out or all unsold suites are preassigned to other Plat guests.
Programs: SPG Plat, BA Executive Gold, Skywards Silver
Posts: 1,877
Quote:
Originally Posted by KSA_USA
or all unsold suites are preassigned to other Plat guests.
That's their mistake, upgrades are on first come first get upgrade basis, if the person infront of me checking in got upgraded to a preassigned suite I got then I would have no issue with that because that person was there first.
Well I relied on spg.com and they were not sold out of those suites, because after arguing with them I got that suite...
That could also mean that, because you are standing there pressing the issue, they moved someone out of a suite to accommodate your request. I've seen that happen time and time again and it does cause them issues when someone arrives after seeing they were upgraded only to find that they weren't. But, the benefit says "subject to availability at check-in", so if it turns out that way, it was the right thing to do in the end.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Programs: SPG Plat, BA Executive Gold, Skywards Silver
Posts: 1,877
Quote:
Originally Posted by Starwood Lurker
That could also mean that, because you are standing there pressing the issue, they moved someone out of a suite to accommodate your request. I've seen that happen time and time again and it does cause them issues when someone arrives after seeing they were upgraded only to find that they weren't. But, the benefit says "subject to availability at check-in", so if it turns out that way, it was the right thing to do in the end.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
I don't believe that was the case, how can someone be in the suite then move to another room just because someone else wanted that suite? That doesnt sound right at all. Even if that person was not entitled to that suite, still no one should be moved out of the suite because of someone else.
I don't believe that was the case, how can someone be in the suite then move to another room just because someone else wanted that suite?
If it was a pre-determined pre-arrival preparation for elite check-in and you beat them there, they can unblock at will.
Quote:
That doesnt sound right at all. Even if that person was not entitled to that suite, still no one should be moved out of the suite because of someone else.
Surely you've seen instances here where that has happened to someone. "I looked online and saw that I had been upgraded to a suite, but when I arrived, I ended up in the room I booked originally." If the benefit is subject to availability at check-in and you check in first and make it an issue, I guarantee this is what will happen. And, how is that not fair, if you arrived first?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
That's their mistake, upgrades are on first come first get upgrade basis, if the person infront of me checking in got upgraded to a preassigned suite I got then I would have no issue with that because that person was there first.
exactly, you forced the property to go by the rules. they can't tell you the suite you are asking for is preassigned to someone else because that would be a clear violation of SPG T&C. you could immediately file a complain and you will get compensated. in theory the upgrade is based on availability at time of check-in. in practice this is very difficult to implement. I realize this fact and i have no problem with it. some time I'll get the upgrade some times I wont
I am sure there were times SPG surprised you with speciality suites upgrade. I am sure there were times SPG went above and beyond the T&C to accommodate your needs. would ask the property to go by the rules and downgrade you to a standard suite? it doesn't work that way.
I have no idea what it was then. Now, their Prestige Suites are on the suite award, so that is considered their select standard suite today.
) the person in front of me at check-in bought my suite upgrade. when it was my turn to check-in the FD agent went like OOPS i just sold your upgrade.
