jsm

Thoughts -

We reserved a room for my wife and 3 kids (king bed plus double sleeper sofa) at the Sheraton Pleasanton. She arrived today and was told that they don't have the room with the sleeper sofa (they are at 100% occupancy) and will give her a big room with a roll-a-way bed. Their solution - they will give sheets and one of them can sleep on the floor.

Not too happy. Waiting for them to come back with a better solution.

jsm

They just had someone cancel in a regular double room - so they are moving.

lcpteck

Strange, thought bedding is guaranteed for revenue bookings.

exmike

how "convenient" that it happened at the moment of protest

jabbered

Not necessarily, but it's possible. The two posts were 15 minutes apart.

If the room truly wasn't available, the hotel may have been doing what they thought best. Depending on the age of the kids (say 2 five year olds), the hotel may have thought they both could sleep in the king with mom, and 1 person on the sleeper or all 3 kids in the king and mom on the double.

Once the hotel finds out the guest doesn't like the alternative, they start scrambling. A couple is checking in to a double room. Since the king room (apparently) offered to the original guest is being refused, the hotel then offers that king room to the guest going into a double. That allows the party of 4 to be in the double room.


Of course, the hotel could be full of it to start with.

remymartin

Is 4-5 people in one room really reasonable?

3Cforme

Lurker III cited the guarantee about a year ago.

http://www.flyertalk.com/forum/starw...l#post22706842

When we say that bedding type and smoking preference are guaranteed on a paid stay, it means if you book for a non-smoking room, the hotel should arrange a non-smoking room for you.

kasi

Yes, it totally is - that is frequently half of my 100+ nights a year @ *wood

lcpteck

Yes I understood that.

So the question here is did OP book an Award stay or a revenue stay. My assumption was it was a revenue stay.

JumboJet

With a family with 5 brothers I spent a few nights on hotel floors

miloworld

I once saw a group of 15 entering a room down the corridor. I was a bit upset, because I thought I got the best suite (pls don't hate me).

I went inside my room, happy to see a pretty big suite and turned around for the floor plan. The room they entered was a 42sqm non-connecting standard room. My friend and I just stood at the door frowning for a minute.

Guess reasonable is a very subjective idea and yes, this was in China lol.

CIT85

Depends on where and what kind of room is booked. This would be absolutely unreasonable at Paris Le Meridien Etoile.

jsm

It was 4 people, which is reasonable for a room and what was reserved.

The whole process took about 90 minutes to resolve - too long in my opinion. Should have never happened.

travelswithmyself

Well, I think it is more un-reasonable for a hotel of any standard to ask a paying guest to sleep on the FLOOR.

If they couldn't accomodate the guest appropriately then they should have walked them and paid the penalty.



I feel that for completeness we should ask you if you did indeed book for 1 adult and 3 children. But I presume you did.


Anyway, out of interest I went to the Sheraton website. The basic rooms are not large at all! 300sqft/28sqm. Maybe remymartin is right :P


Even more interesting:
- if you go to SPG.com to make your booking, you can book a basic Traditional Room (2 doubles) for up to 4 adults! For the max of 5 adults you have to get a corner room
- but if you go to the hotel's own website, in the room description Traditional Rooms are listed as being able to accomodate a max of 2 adults or 2 adults + 2 kids. Corner rooms aren't even listed

Doc Savage

It's hard to kick out people already ensconced in rooms if they unexpectedly extend their stays.

A little frustrating, yes, but not really a huge deal. I'd say the property recovered OK in the end.