SPG Rep says Resorts do not Upgrade Plats to Suites?
Maybe I was misinformed? I always thought Plats were to be upgraded to best available standard suite. Meaning not a higher floor or better view, but a suite if available. Now, of course not all places comply, but I did think it applied to all participating SPG properties with standard suites. St Regis Monarch beach told me they only upgrade to better views. Not even standard suites. So I wrote SPG. Is this reply correct? Guess I was wrong.
Dear Mr. Xxxxx,
Thank you for your return email. I will be assist you further.
I am sorry if you did not appreciate the answer I provided to you. I want to give you all the Platinum amenities available to you.
The St. Regis Monarch Beach is a resort and is not required to upgrade you to a Standard Suite. They will upgrade you to a room that is better than the one you booked. It could be a better view or a higher floor.
Starwood Preferred Guest Ts and Cs can be found here. I suggest that you ask the agent to point out where precisely resorts are excluded from the upgrade language. I think they will have a hard time doing so.
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As a previous Starwood Hotels employee, I can verify that this is indeed correct. You can always call and speak to supervisor who will reiterate this information. This is also subject to availability.
Quote:
Originally Posted by JBauer
Maybe I was misinformed? I always thought Plats were to be upgraded to best available standard suite. Meaning not a higher floor or better view, but a suite if available. Now, of course not all places comply, but I did think it applied to all participating SPG properties with standard suites. St Regis Monarch beach told me they only upgrade to better views. Not even standard suites. So I wrote SPG. Is this reply correct? Guess I was wrong.
Dear Mr. Xxxxx,
Thank you for your return email. I will be assist you further.
I am sorry if you did not appreciate the answer I provided to you. I want to give you all the Platinum amenities available to you.
The St. Regis Monarch Beach is a resort and is not required to upgrade you to a Standard Suite. They will upgrade you to a room that is better than the one you booked. It could be a better view or a higher floor.
The St. Regis Monarch Beach is a resort and is not required to upgrade you to a Standard Suite. They will upgrade you to a room that is better than the one you booked. It could be a better view or a higher floor.
Sounds like a Gold Status upgrade, not a Platinum.
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Resorts are exempt from the 4 pm late checkout guarantee but AFAIK Plats are still entitled to a select standard suite if available.
However, unfortunately Plat Concierges tend to invent reasons why you should not be given a suite and supervisors aren't necessarily better. I've been told that the rate I paid from spg.com was too cheap and that the hotel was hoping late in the day that it might possibly still be able to sell a suite. Both the Plat Concierge and her supervisor insisted that these were acceptable reasons why a Plat should not be given an available standard suite. You really need to be insistent and escalate this.
IME this nonsense has gotten much worse since the SNA feature for Plat50+ was started as some hotels now feel that they shouldn't give out suite upgrades unless Starwood is paying them to do so. I've had Plat upgrades into standard suites at resorts, but none since March 1.
The good news for the OP is that in this case the Plat Concierge put his/her own invented rule into writing so it won't be a case of he said/she said when it's escalated. The reply doesn't even say that upgrades into higher category rooms are expected if available, just the (normally Gold benefit) of getting better rooms within the category that was booked and paid. This supposed Plat Concierge needs serious retraining.
To the OP: PLEASE escalate this.
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Last edited by MSPeconomist; Nov 22, 12 at 5:32 am..
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
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Quote:
Originally Posted by JBauer
Thanks. How do I escalate this? Reply to same email address? I there a better email to write to?
Are you currently in the resort hotel in a room that was booked on spg.com (or another rate eligible for Plat benefits) but staying in the room category you booked while the hotel is selling standard suites on spg.com?
ADDED. It can't hurt to respond to the email by politely asking where specifically the SPG T&C state that resort hotels are an exception to the Plat upgrade to a standard suite if available at check in rule? Can you document, or is the hotel/Plat Concierge admitting, that a standard suite was available when you arrived?
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I am here now on points and was upgraded to what she described as a Junior Suite. It is in fact quite a room with sitting areas, desks, leather chairs, etc. The bath has a huge tub as well as large shower and walk in closets.
The family is joining us shortly and we will see what kind of room they are given. BTW, my email said that the Suite Nite Award I used was not going to be able to be honored so I still have my 9 left for the year.....BTW, I normally stay on business at the Sheraton Waikiki which is also a resort property and quite often get upgraded to a Kai Suite which is about 1400 sq ft, one bedroom and has two separate balconies on separate sides of the building.
The reason I have 9 nites left is that they never seem to be available in Waikiki either, but about 30% of the time I get a suite when I arrive yet my Suite Nite requests are not used.
If anyone knows whether I should tip the butler per task or over the stay I would appreciate it.
SPG Rep says Resorts do not Upgrade Plats to Suites?
I check in today. Have been upgraded to a similar room. Exec suite. There are also st Regis suites in standard pool. Generous they even upgraded us at all. Not going to fight it today but just curious is they are stating the correct rules now?
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Quote:
Originally Posted by JBauer
I check in today. Have been upgraded to a similar room. Exec suite. There are also st Regis suites in standard pool. Generous they even upgraded us at all. Not going to fight it today but just curious is they are stating the correct rules now?
That's the Standard suite, St. Regis Suites are not considered standard. I only know this because the option of the St. Regis Suite is not available when I use SNA.
