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Old Sep 12, 11, 10:56 am   #16
 
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Originally Posted by DrMaturin View Post
Having been on the opposite end of this mistake, i.e. being given a key to an already occupied room, I can say that the other group was probably as upset as you. That being said, no harm done so I'd take what they offered and remember to always use all the locks.
talk to me when, god forbid, someone like this enters your room and has a weapon.
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Old Sep 12, 11, 11:16 am   #17
 
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I had this once happening to me. Almost worse, as the guest just entered the room when I exited the bathroom.. well, you get the point..

VERY expensive week stay (during a exposition) - paid by company, so I wasn't really interested in getting any money for the room back as it would have gone for the company anyway - not that they offered that, but all they eventually - after I went down to the lobby - offered was a free dinner, which I eventually took. Their restaurant was mediocre, and I later found the 2 beers I had with the meal on my room bill.. yes, THATS a sure way to get a couple of very loud words from me at checkout.

As my options to take "revenge" on the hotel were pretty limited, all I could do was giving them a one-star review on TripAdvisor.. not that I would ever have booked that property on my own dime anyway, it was 5* price for a 3* product (which called itself 5*, of course) otherwise..

I think getting back one night, or a fully paid dinner, including a very seriously meant "We're sorry" should do it. Anything less shows that they don't even care about such trully "we ....ed it up" event..
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Old Sep 12, 11, 11:25 am   #18
 
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I've always wondered how something like this happens, on the hotel's part. Is it the front desk agent's mistake? Is it the computer system?
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Old Sep 12, 11, 11:25 am   #19
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I hope that everytime OP makes a mistake in life, s/he is willing to cough up some cash, as should all the others who think that life is about "compensation." $60 is more than adequate. Leave it alone and get on with life.
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Old Sep 12, 11, 11:29 am   #20
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Sorry to hear about your guest experience.
A great hotel management has an individual/Guest Relations agent in house not limited to the GM typically that does something customized for the guest that is reasonable.When a hotel management is not taking ownership of an issue with a first class action and response its of my experience to escalate it to Starwood’s Hotel Customer Service or higher to Starwood’s Consumer Affairs. At that point and based on the apology resolution offered I might consider my future business and loyalty depending on the outcome.
In a perfect world the hotel simply does the right thing.
At the end of the day I would like to add the post/question is focused on compensation.
However my question would clearly be how does this potentially not happen again to other guests and what steps will the hotel be taking to prevent a breach of security in the future.......

If I was in the hotels shoes I would be assuring you of that and offer you a free night and or points and perhaps a free breakfast during your stay.
What eligible rate you paid cash and points,points or revenue should have nothing to do with the original question or the case at hand IMHO
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Old Sep 12, 11, 11:32 am   #21
 
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I would certainly be very very unhappy
and yes you should get the points refunded as well.
Id take it as far as you have to.

i always latch the door to keep baddies out
but you shouldnt really have to do that.
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Old Sep 12, 11, 11:37 am   #22
 
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Originally Posted by Often1 View Post
I hope that everytime OP makes a mistake in life, s/he is willing to cough up some cash, as should all the others who think that life is about "compensation." $60 is more than adequate. Leave it alone and get on with life.
I have made "mistakes" and forgotten to cancel hotel bookings

they have always kept my cash.
I book a flight i miss it because of work commitments I have to pay for another flight
he is getting on with it
he is asking for compensation for being woken up in a fright with someone standing over him in a dark room
they made a mistake they should pay for their mistake like we all have to pay for our mistakes.
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Old Sep 12, 11, 12:17 pm   #23
 
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Originally Posted by justspg View Post
talk to me when, god forbid, someone like this enters your room and has a weapon.
So refunding the OP's points will stop someone in the future from entering a hotel room with a weapon ? The lesson is to always lock all the locks.
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Old Sep 12, 11, 12:21 pm   #24
 
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Originally Posted by mecabq View Post
I have been on both sides of this, too. I say, no harm, no foul, you got a half-free stay at the W. Be happy and chalk it up as an amusing travel anecdote.
Exactly. Really, must every mistake be escalated into a major issue? I doubt this hotel will make the same error again. In my case I laughed it off and got on with life. And always remembered to lock all the locks.
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Old Sep 12, 11, 12:55 pm   #25
 
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Originally Posted by seawolf View Post
Both parties at fault here. They should fully refund you. OP should have locked the door.
The OP should have used the safety lock, but that doesn't make him "at fault."

I walked in on a Franciscan priest from South America sleeping in my bed one time. Freaked us both out, but him more than me I'm sure.
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Old Sep 12, 11, 12:56 pm   #26
 
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Haha. I'm loving this thread.
I, too, have been on both sides; and every single time it was WRONG.
When the hotel gives me a key to a room, I expect it to be unoccupied. And, I expect that the hotel will not give a key to my room to anyone else.

You can check into a standard room in metro Atlanta this week for anywhere form $34.99 to over $1000 a night. The most expensive Motel6 is maybe $59.99. The W Midtown is probably $175 to $299. But even at Motel6's $59.99 would it be acceptable to give access to your room to some other individual?

I believe the reason this thread is even here is because the points were not refunded. Bad publicity and bad business.
I have been advising people both online and in person to think twice before deciding on that hotel. This just adds more fuel to the fire.

And by the way, although I have had an occassional problem with the housekeeping staff; I have never been given the wrong key, or had an intruder in my room at Motel6.
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Old Sep 12, 11, 1:32 pm   #27
 
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I was at a Garden Inn (Hilton) when the housekeeping just barged in waking me up from a deep sleep. Same housekeeping barged in while I was in the shower an hour later (this must have been 9am by then). I wrote an e-mail to the manager and he refunded my stay and gave me 10k points. I did not expect it at all, in return, I decided to stay there again and it never happened again.
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Old Sep 12, 11, 2:30 pm   #28
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OP due both cash and points refund for the stay. If he sells the rights to the story to a porn producer, however, the hotel gets a cut.

Mike
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Old Sep 12, 11, 2:44 pm   #29
 
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Originally Posted by kenbo View Post
I've always wondered how something like this happens, on the hotel's part. Is it the front desk agent's mistake? Is it the computer system?
This happened to me once: the agent at check-in coded the key properly, but wrote the wrong number on the key folder (switched two digits). When the key didn't work, a bellman who was accompanying me used his master key to open the door. Shouts of confusion came from inside the room and we made a hasty retreat while the bellman cursed the check-in agent.

No free room for me.
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Old Sep 12, 11, 3:11 pm   #30
 
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Originally Posted by spmosley View Post
My question is do you think $60 is adequate compendation? What would you do/expect?

All ideas and comments are appreciated.
For compensation, I'd think outside the box and ask to be assigned a Starwood Ambassador so I could be wow'd in a good way on my future stays.
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