Can starwood employees file complaints against customers?!
#1
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: AA EXP
Posts: 82
Can starwood employees file complaints against customers?!
I had a less than pleasant interaction with the front desk manager at the W Lex last night and it culminated with him threatening to report me to corporate. Throughout my many many stays with Starwood, I've never come across this situation so just wanted to check what this guy could possible be talking about. I assume it's just bluster but it made me seriously uncomfortable--am I going to have to stay in a cozy room for good?!!
#2
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
I had a less than pleasant interaction with the front desk manager at the W Lex last night and it culminated with him threatening to report me to corporate. Throughout my many many stays with Starwood, I've never come across this situation so just wanted to check what this guy could possible be talking about. I assume it's just bluster but it made me seriously uncomfortable--am I going to have to stay in a cozy room for good?!!
What did they do? Why did you lose it? No suite upgrade?
#3
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: AA EXP
Posts: 82
I didn't lose it--I called the guy out for lying to me (told me there was no suite availability, so I booked a suite and, surprise surprise, it was available) and told him that I was going to file a complaint with corporate. He replied that he was going to file a complaint about me with corporate
#4
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
I didn't lose it--I called the guy out for lying to me (told me there was no suite availability, so I booked a suite and, surprise surprise, it was available) and told him that I was going to file a complaint with corporate. He replied that he was going to file a complaint about me with corporate
#5
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: AA EXP
Posts: 82
The W Lex really needs to get its act together when it comes to suite upgrades. I've heard every excuse (huge convention, wedding, etc) and finally just got sick of getting lied to--really annoying to have to fight for these upgrades (not to mention getting yelled at for requesting a benefit that they consent to by virtue of their participation in SPG).
#6
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
There is no way to figure out whether standard suites are available from the website, therefore the FD manager was probably right, calling him a liar is completely uncalled for.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
#7
Join Date: May 2012
Programs: SPG Plat
Posts: 792
There is no way to figure out whether standard suites are available from the website, therefore the FD manager was probably right, calling him a liar is completely uncalled for.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
#8
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: AA EXP
Posts: 82
There is no way to figure out whether standard suites are available from the website, therefore the FD manager was probably right, calling him a liar is completely uncalled for.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
Hotels as well as airlines overbook their capacity. If hotels are happy giving you a senior suite while listing junior suites as available on their website, we are only talking about one scenario.
Additionally, well-organized hotels block suites for Platinum members in advance, so if the suite you are talking about was blocked for another Platinum member, it is certainly still available for booking, however not available for you at check-in, if the other Platinum member did not check in yet.
#10
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: AA EXP
Posts: 82
Also, I'll note that before corporate got involved the FD manager's story was that the suite had been withheld for "revenue purposes" because "they're running a business" (news to me--I thought Starwood was a charity...) so this wasn't an issue of me taking an upgrade from another plat.
#11
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
#12
Join Date: Jan 2011
Location: Seattle
Programs: Costco Club
Posts: 1,153
The nerve of some people.
Really? You didn't get your suite? POOR YOU, OH WHOA IS ME!
Seriously? Be happy with what they give you.
Really? You didn't get your suite? POOR YOU, OH WHOA IS ME!
Seriously? Be happy with what they give you.
#13
Suspended
Join Date: Aug 2008
Programs: Everything is refundable
Posts: 3,727
Sorry, but I lost the overview.
OP booked a room, did not get an upgrade, so did not use the room, but paid for it.
OP's friend showed up 15 minutes later, did not have a reservation, booked a suite on the way to the property after receiving a heads up that the OP did not get a suite and both the OP and his friend stayed at the suite.
OP called Corporate to request a waiver on the cancellation policy, because he was able to use his friend's suite and did not want to pay for his room, because he did not receive an upgrade...
OP booked a room, did not get an upgrade, so did not use the room, but paid for it.
OP's friend showed up 15 minutes later, did not have a reservation, booked a suite on the way to the property after receiving a heads up that the OP did not get a suite and both the OP and his friend stayed at the suite.
OP called Corporate to request a waiver on the cancellation policy, because he was able to use his friend's suite and did not want to pay for his room, because he did not receive an upgrade...
#14
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
Cozy Room review on August 2nd from TA - http://www.tripadvisor.com/Hotel_Rev..._New_York.html
Horrible Experience -
I am not sure where I should start with the list of complains , to begin with the room is expensive and when my husband called to find out the details he was given a very positive information , when asked if the room is sufficient for 3 peeople and a kid they said yes and surprisingly the room was tooooooo tiny I think my master bedroom at home is bigger than the hotel room and they gave an additional bed for which they chaged us and never told us that it is going to cost extra and for the price of the room there is no breakfast or even atleast water for free.This hotel is a day light robberry.Could not help with the temperature control
Will never ever step in...highly disappointed
---------------
wow 3 people and a kid in a 150sqft COZY room? LOL
Horrible Experience -
I am not sure where I should start with the list of complains , to begin with the room is expensive and when my husband called to find out the details he was given a very positive information , when asked if the room is sufficient for 3 peeople and a kid they said yes and surprisingly the room was tooooooo tiny I think my master bedroom at home is bigger than the hotel room and they gave an additional bed for which they chaged us and never told us that it is going to cost extra and for the price of the room there is no breakfast or even atleast water for free.This hotel is a day light robberry.Could not help with the temperature control
Will never ever step in...highly disappointed
---------------
wow 3 people and a kid in a 150sqft COZY room? LOL
#15
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
Sorry, but I lost the overview.
OP booked a room, did not get an upgrade, so did not use the room, but paid for it.
OP's friend showed up 15 minutes later, did not have a reservation, booked a suite on the way to the property after receiving a heads up that the OP did not get a suite and both the OP and his friend stayed at the suite.
OP called Corporate to request a waiver on the cancellation policy, because he was able to use his friend's suite and did not want to pay for his room, because he did not receive an upgrade...
OP booked a room, did not get an upgrade, so did not use the room, but paid for it.
OP's friend showed up 15 minutes later, did not have a reservation, booked a suite on the way to the property after receiving a heads up that the OP did not get a suite and both the OP and his friend stayed at the suite.
OP called Corporate to request a waiver on the cancellation policy, because he was able to use his friend's suite and did not want to pay for his room, because he did not receive an upgrade...