Often1

Flagship W for lots of HVC's. Almost a guarantee the suite was comped to some VIP type. Yes, chains do maintain PITA lists and this incident won't help OP the next time he needs something.

Real answer is that there are at least three nicer places within 100' of the front entrance (Loews, Waldorf, Benjamin) so why stay at pretentious place in the first place?

Tak

If we see those kind of battle often, SPG would change the policy like PRIORITY UPGRADE SUBJECT TO THE STATUS OF PLATINUM MEMBERS(such as P-VIP, P-Ambassador, P75, P-50, P-bottom).
Actually, I believe this is what happens, and not availability upon check in.
If this becomes formal policy, nobody can argue for no-upgrade, and hotels can decide whatever they want since they never disclose guests's status to any other guests.

If I want UPGRADE, I just talk nicely and even I do not get Suite, leave front desk with THANK YOU and SMILE.
Sometimes, they release the pre-blocked suite to a bottom member like me(since I have seen there was a welcome card with different guest name in the suite).

satman40

If you want a suite just pay for it, nothing says you deserve the last room, and most properties do hold back a room for VIPs

mattsteg

If a hotel doesn't want to abide by the terms and conditions of SPG, perhaps they should deflag and make their way as an independent.

2ndTOTY (and doubtless many others) likely booked his stay at the hotel in question specifically due to its association with SPG. If the hotel wants that business, then they should certainly abide by the terms of the program on their end.

No idea what room classes were left and what's in the upgrade pool here, but I do not consider asking for published benefits to be honored to be particularly whiny.

jerry305

So, to get back to the thread topic:
Can starwood employees file complaints against customers?!

I sure hope so. Whatever the OP's circumstances are, I hope that Starwood has a process to protect its staff, and the majority of its guests, from a few bad apples.

beltway

OP, was the suite in question a standard suite? You do realize that

• the platinum benefit is an upgrade to a standard suite, and
• the fact that you were able to book a suite online is not conclusive proof that you were denied your plat benefit,

right?

For the record, I do wish Starwood properties made clear on their websites which suites count as standard. If you're reading, Lurkers, please consider this a request (however vain) that this be added to the brand operating standards.

2ndTOTY

Fantastic suites are the standard suites at Ws--someone correct my if I'm wrong (weird places like South Beach excluded).

jammanxc

yup, Fantastic suites are the standard suites.. lowest category of a suite...

Fantastic Suite
Spectacular Suite
Mega Suite
Wow Suite
Extreme Wow

jammanxc

I would send off an email to Nicole, the Guest Services Talent Coach at the W New York Lexington, as she handled my complaint. The gist of her reponse to me was as follows:

"We hope you will give us another chance, and if so, please contact me at least 7 days prior to your return so that I may provide you a guaranteed upgrade to one of our Fantastic Suites as a gesture of our concern. Thank you again for bringing your concerns to our attention.

Many thanks,

Nicole Fondry "

If you need her e-mail , let me know ...... Needless to say, I will never stay at that hotel again even if she did guarantee an upgrade for me ...

ZenWorld

OP can clarify if I understood wrongly.

I thought OP said:
1. The FDA at the said Hotel highlighted there are no standard suites available for upgrades (for the umpteen time as well... i have no idea if OP meant it was always at this property or across many different SPG properties) and gave a long list of crap excuses.
2. He finally have had enough and decided to call the FDA's bluff by getting his friend to book a standard suite directly (done within 5 mins and got the confirmation it was available), and within 20 mins, his friend had checked into the standard suite that was supposedly sold out!
3. With this as evidence, he called the FDA a liar, and the FDA wanted to counter report OP to corporate.

And so: OP proved
1. There was a standard suite available,
2. Not just it was available online, it was ready to be sold, 'cos it was sold to his friend 5 mins later, after the FDA said it was completely sold out.
(and what the FDA did was completely against SPG rules. )

But this is based on my reading of OP's replies, and OP pls correct me if I am wrong.

And if I read correctly, then I think OP needs to file a complaint against that particular FDA with OP's friend giving supporting evidences.
(How on earth such a person is allowed to carry out further threats if he was already in the wrong?)

fdem

Try using some manners, don't you know you can't go on calling people liars! I never have problems with upgrades if available, just try being polite. I have seen pushy customers such as yourself being incredibly rude to staff, no need and it gives all plats a bad name!

LIH Prem

Why in the world do you keep going back there?

Often1

The W @ Lex. is trendy and cool and people want to stay at such places. There are a stack of nicer (and less expensive) places within 1 block of the W, yet people stay there.

They get their jollies blowing off people they don't consider important. And, shiny plastic cards from corporate don't make you important in NYC. Drop a couple of thousand on Russian vodka at the Whiskey Bar downstairs and you'll find your comped suite quite nicely.

The FD guy probably got a good laugh out of this one and a cash bonus to boot !

Tolarian Wind

For those that think that every available suite being pre-blocked for another Platinum that has not yet arrived means that an earlier arriving Platinum is out of lot, think again. Read this thread and see where William clearly states that the upgrade goes to the guest arriving first, regardless of what has been pre-assigned.

TW

rooivalk

Pre-assigned rooms are usually not taken out of sellable inventory from my experience... but if you refer to the post above mine he has clearly pointed out what William has said.