Dec 6, 2014, 7:37 pm
Last edit by: TravelinSperry
If no alternative amenity was offered by the FrontDesk for Platinum Members, please use the following template when writing in to Customer Service:
I recently stayed at XX.
The following problem occurred:
Resort fee charged by this property covered amenities already included in my Platinum status (free Internet). The property did not offer alternative amenities. Please advise.
Kind regards
If the Customer Care officer have no clue about this, please advise them to:
Access their intranet site and reference a document there entitled "Resorts: Resort Charge Alternate Replacement Item for Platinum/VIP Members".
They will find this document in the SPG Learning Center under the Resorts/Hawaii section. If after reading this document, the customer care person has difficulty filing a formal complaint on your behalf, please ask to speak to their supervisor.
North America
United States
California - Le Meridien Delfina Santa Monica - Fee: $18.00 daily; Replacement Amenity: Full breakfast
California - Westin Mission Hills & Resort - Fee $35 daily; Replacement Amenity: $5 credit off fee.
Florida - The Westin Cape Coral Resort at Marina Village - Fee: $15.00 daily (tax not included); Replacement Amenity: None offered
Florida - Sheraton Lake Buena Vista - Fee: $19.00 daily (tax not included); Replacement Amenity: Fee waived for Platinum guests
Georgia - The Westin Savannah Harbor Golf Resort & Spa: $22.47 (tax included); Replacement Amenity: None offered
Hawaii - Sheraton Kauai Resort - $31.25 daily (tax included); Replacement Amenity: Free valet parking
Hawaii - Sheraton Princess Kaiulani - $26.18 daily (tax included); Replacement Amenity: None offered
Hawaii - Moana Surfrider, A Westin Resort & Spa, Waikiki Beach - $31.41 daily (tax included); Replacement Amenity: 250 Starpoints
Hawaii - Sheraton Waikiki, Waikiki Beach - $31.41 daily (tax included); Replacement Amenity: 250 Starpoints per night
Nevada - SLS Las Vegas - $30.00 daily (plus $3.60 tax); Replacement Amenity: Two free drink tickets
Nevada - W Las Vegas - $32.00 daily (tax not included); Replacement Amenity: Two free drink tickets
New Mexico - La Posada de Santa Fe - $30.00 daily (tax not included); Replacement Amenity: None offered
No Longer Charging a Resort Fee
North America
United States
Hawaii - The Royal Hawaiian, a Luxury Collection Resort, Waikiki - Previously, $36.65 (tax included); Replacement Amenity: None offered. As confirmed on January 31, 2016 (online and in person), the Royal Hawaiian no longer has a resort fee. This is applicable to all guests.
I recently stayed at XX.
The following problem occurred:
Resort fee charged by this property covered amenities already included in my Platinum status (free Internet). The property did not offer alternative amenities. Please advise.
Kind regards
If the Customer Care officer have no clue about this, please advise them to:
Access their intranet site and reference a document there entitled "Resorts: Resort Charge Alternate Replacement Item for Platinum/VIP Members".
They will find this document in the SPG Learning Center under the Resorts/Hawaii section. If after reading this document, the customer care person has difficulty filing a formal complaint on your behalf, please ask to speak to their supervisor.
North America
United States
California - Le Meridien Delfina Santa Monica - Fee: $18.00 daily; Replacement Amenity: Full breakfast
California - Westin Mission Hills & Resort - Fee $35 daily; Replacement Amenity: $5 credit off fee.
Florida - The Westin Cape Coral Resort at Marina Village - Fee: $15.00 daily (tax not included); Replacement Amenity: None offered
Florida - Sheraton Lake Buena Vista - Fee: $19.00 daily (tax not included); Replacement Amenity: Fee waived for Platinum guests
Georgia - The Westin Savannah Harbor Golf Resort & Spa: $22.47 (tax included); Replacement Amenity: None offered
Hawaii - Sheraton Kauai Resort - $31.25 daily (tax included); Replacement Amenity: Free valet parking
Hawaii - Sheraton Princess Kaiulani - $26.18 daily (tax included); Replacement Amenity: None offered
Hawaii - Moana Surfrider, A Westin Resort & Spa, Waikiki Beach - $31.41 daily (tax included); Replacement Amenity: 250 Starpoints
Hawaii - Sheraton Waikiki, Waikiki Beach - $31.41 daily (tax included); Replacement Amenity: 250 Starpoints per night
Nevada - SLS Las Vegas - $30.00 daily (plus $3.60 tax); Replacement Amenity: Two free drink tickets
Nevada - W Las Vegas - $32.00 daily (tax not included); Replacement Amenity: Two free drink tickets
New Mexico - La Posada de Santa Fe - $30.00 daily (tax not included); Replacement Amenity: None offered
No Longer Charging a Resort Fee
North America
United States
Hawaii - The Royal Hawaiian, a Luxury Collection Resort, Waikiki - Previously, $36.65 (tax included); Replacement Amenity: None offered. As confirmed on January 31, 2016 (online and in person), the Royal Hawaiian no longer has a resort fee. This is applicable to all guests.
Resort Fees : How are benefits that are already free handled at SPG properties ?
Jan 2, 2014, 6:44 pm
#796
Join Date: Mar 2007
Posts: 3,990
Worthless to me, as I wasn't parking, valet or otherwise, at the SOTF.
Cheers,
Jan 6, 2014, 6:21 am
#797
Join Date: Dec 2007
Location: Los Angeles, CA
Programs: AA Platinum, SPG Platinum, Marriott Platinum
Posts: 345
I just stayed at the Westin Maui in December and the alternative amenity was such a pile of garbage that I didn't know whether to laugh or cry. It was basically a sheet of paper that they typed out a list of spa and services where you get a discount at...ala 5% off massage, 10% off dry cleaning, etc.
It seemed like the hotel front desk called a meeting one day and brainstormed every possible useless offer in order to circumvent the policy and then threw all 30 ideas on that sheet of paper.
It seemed like the hotel front desk called a meeting one day and brainstormed every possible useless offer in order to circumvent the policy and then threw all 30 ideas on that sheet of paper.
Apr 10, 2014, 6:57 am
#798
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
Anyone have any experience with Westin Grand Cayman 7 Mile Beach? When I checked in yesterday they said they didn't offer an alternate amenity and that their amenity of 500 points, breakfast, or a local amenity was all they offered. I tried to explain about the wifi and the resort fee to no avail.
Apr 10, 2014, 7:53 am
#799
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
Anyone have any experience with Westin Grand Cayman 7 Mile Beach? When I checked in yesterday they said they didn't offer an alternate amenity and that their amenity of 500 points, breakfast, or a local amenity was all they offered. I tried to explain about the wifi and the resort fee to no avail.
Apr 28, 2014, 1:37 pm
#800
Join Date: Jan 2008
Location: Singapore
Programs: SPG Lifetime Gold
Posts: 247
From my recent Cash + Points stay, it looks like the fee was not added to my bill. But they didn't mention it being waived at all, so I'm not sure if that is the typical procedure.
May 14, 2014, 11:39 pm
#801
Join Date: Dec 2001
Location: San Diego
Programs: Marriott BONVOY PLAT Lifetime PLATINUM, 16 years elite; AA 2MM LTPlat, UA, US, DL
Posts: 276
I am at Westin palm desert, mission hills. Checked in on C&P and there is the resort fee, plus parking. I mentioned that there should be an alternate amenity because there is no spg lounge, new agent talked to another gentleman and he said we offer points or breakfast to our platinum guests, nothing else. I asked him if there was an alternate amenity or waive the resort fee, and he looked blank, no dice. After we checked in and discovered that the Jacuzzi here is closed and the pool is cloudy, no way do I plan on paying the resort (loosely said) fee. No water in my room, no " thank you for ten years platinum" I believe that this is my LAST stay here. Shame.
May 14, 2014, 11:50 pm
#802
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
I am at Westin palm desert, mission hills. Checked in on C&P and there is the resort fee, plus parking. I mentioned that there should be an alternate amenity because there is no spg lounge, new agent talked to another gentleman and he said we offer points or breakfast to our platinum guests, nothing else. I asked him if there was an alternate amenity or waive the resort fee, and he looked blank, no dice. After we checked in and discovered that the Jacuzzi here is closed and the pool is cloudy, no way do I plan on paying the resort (loosely said) fee. No water in my room, no " thank you for ten years platinum" I believe that this is my LAST stay here. Shame.
As a villa property, we are unable to offer select SPG® elite member benefits including upgrades, Suite Night Awards, 4:00 p.m. late check-outs and Your24. In addition, due to limited restaurants and bars, some elite welcome amenities are not available. Also, in regards to Free Night Awards
May 15, 2014, 12:12 am
#803
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,195
I am at Westin palm desert, mission hills. Checked in on C&P and there is the resort fee, plus parking. I mentioned that there should be an alternate amenity because there is no spg lounge, new agent talked to another gentleman and he said we offer points or breakfast to our platinum guests, nothing else. I asked him if there was an alternate amenity or waive the resort fee, and he looked blank, no dice. After we checked in and discovered that the Jacuzzi here is closed and the pool is cloudy, no way do I plan on paying the resort (loosely said) fee. No water in my room, no " thank you for ten years platinum" I believe that this is my LAST stay here. Shame.
May 15, 2014, 8:15 am
#804
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
My apologies. Are you at The Westin Desert Willow Villas, Palm Desert or The Westin Mission Hills Resort Villas, Palm Springs or The Westin Mission Hills Golf Resort & Spa?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 15, 2014, 8:47 am
#805
Join Date: May 2001
Location: Portland, OR, USA
Programs: UA 1K 3 Million/ex-many year GS, AA PLT/2 Mil, AS MVPG, HH Dia, Starwood Life Plat, Hertz PC
Posts: 1,401
I am at Westin palm desert, mission hills. Checked in on C&P and there is the resort fee, plus parking. I mentioned that there should be an alternate amenity because there is no spg lounge, new agent talked to another gentleman and he said we offer points or breakfast to our platinum guests, nothing else. I asked him if there was an alternate amenity or waive the resort fee, and he looked blank, no dice. After we checked in and discovered that the Jacuzzi here is closed and the pool is cloudy, no way do I plan on paying the resort (loosely said) fee. No water in my room, no " thank you for ten years platinum" I believe that this is my LAST stay here. Shame.
May 15, 2014, 10:36 pm
#806
Join Date: Dec 2005
Location: Likely being followed...
Programs: DYKWIA Extraordinaire. TrollSlayer Mega Diamond. [insert esoteric sounding status level(s) here]
Posts: 5,240
Apparently things have changed. My Ambassador's boss refused to open a file on this property after they didn't offer the amenity... Boss claimed resort properties were exempt.
May 20, 2014, 11:58 am
#807
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Per William's post here, I'd shoot him an email.
Mike
May 20, 2014, 12:52 pm
#808
Join Date: Dec 2001
Location: San Diego
Programs: Marriott BONVOY PLAT Lifetime PLATINUM, 16 years elite; AA 2MM LTPlat, UA, US, DL
Posts: 276
sent to Lurker
My apologies. Are you at The Westin Desert Willow Villas, Palm Desert or The Westin Mission Hills Resort Villas, Palm Springs or The Westin Mission Hills Golf Resort & Spa?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 20, 2014, 12:55 pm
#809
Join Date: Dec 2001
Location: San Diego
Programs: Marriott BONVOY PLAT Lifetime PLATINUM, 16 years elite; AA 2MM LTPlat, UA, US, DL
Posts: 276
Westin Mission Hills
Today I sent the info to SPG via this forum, I will report. In any case, the property is not what it used to be, I hope they renovate.
May 20, 2014, 1:12 pm
#810
Join Date: Dec 2001
Location: San Diego
Programs: Marriott BONVOY PLAT Lifetime PLATINUM, 16 years elite; AA 2MM LTPlat, UA, US, DL
Posts: 276
From their website:
As a villa property, we are unable to offer select SPG® elite member benefits including upgrades, Suite Night Awards, 4:00 p.m. late check-outs and Your24. In addition, due to limited restaurants and bars, some elite welcome amenities are not available. Also, in regards to Free Night Awards
As a villa property, we are unable to offer select SPG® elite member benefits including upgrades, Suite Night Awards, 4:00 p.m. late check-outs and Your24. In addition, due to limited restaurants and bars, some elite welcome amenities are not available. Also, in regards to Free Night Awards