SPG Platinum [Support line] "We have been asked to no longer call the front desk"
Apr 1, 2015, 10:28 am
#1
Original Poster
Join Date: Jul 2010
Posts: 25
SPG Platinum [Support line] "We have been asked to no longer call the front desk"
Quick story is I had a reservation for 3 nights that I needed shortened to 2 nights. Doing this at SPG.com caused my rate to increase, so I call SPG Platinum as I have done many times before to ask them to change my dates and keep my original rate. I was told they have been asked to no longer call the front desks at hotels and change reservations.
Obviously Starwood is welcome to create whatever policy they like. I can say as a Platinum 50 member that this ability to change reservations was one of the nice perks. Having that taken away definitely lowers the value of being Platinum for me.
Obviously Starwood is welcome to create whatever policy they like. I can say as a Platinum 50 member that this ability to change reservations was one of the nice perks. Having that taken away definitely lowers the value of being Platinum for me.
Apr 1, 2015, 10:32 am
#2
Suspended
Join Date: Oct 2006
Location: Atherton, CA
Programs: UA 1K, AA EXP; Owner, Green Bay Packers
Posts: 21,690
What did the hotel say when you called them?
Apr 1, 2015, 10:33 am
#3
Original Poster
Join Date: Jul 2010
Posts: 25
Follow up.....I was able to call the hotel directly and make the change. So I guess this just means Platinum support is no longer the single point of contact. Not a massive loss, but not ideal.
Apr 1, 2015, 12:22 pm
#4
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
Another to reason to book each night individually (as long as price stays the same). I do this for revenue and reward tickets (except when doing 5th night free). Just gives you more flexibility.
Apr 1, 2015, 4:02 pm
#5
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
What's the point of Plat Concierge if by policy they cannot call the hotel on a guest's behalf for some request? If this is the new customer service standard, perhaps I should start booking Starwood hotels through AmEx PTS even if the property isn't in FHR.
Apr 1, 2015, 6:12 pm
#6
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
In all the hotels I've worked in or known about, there is a clear demarcation when it comes to operations. If the guest is not arriving today, the Reservations Department is responsible. On the day of arrival and through check-out, the Front Desk takes control.
The reason for this set-up is fairly obvious to anyone who has ever had to wait for a Front Desk agent to hang up the phone.
My best guess is that Central Reservations personnel have been instructed not to call the Front Desk because those people don't really have "official" authority to change reservations. In any hotel, there are only a few people (Reservations Supervisor, Reservations Manager, Revenue Manager) who are authorized to override rate and stay controls. Those people usually work standard business hours.
Just because hotels are open 24/7 does not mean that everything can be done 24/7. But, we seem to live in a "now, now, now" society where people no longer want to wait for anything.
Anyway, that's an insider perspective from a former Revenue Manager.
The reason for this set-up is fairly obvious to anyone who has ever had to wait for a Front Desk agent to hang up the phone.
My best guess is that Central Reservations personnel have been instructed not to call the Front Desk because those people don't really have "official" authority to change reservations. In any hotel, there are only a few people (Reservations Supervisor, Reservations Manager, Revenue Manager) who are authorized to override rate and stay controls. Those people usually work standard business hours.
Just because hotels are open 24/7 does not mean that everything can be done 24/7. But, we seem to live in a "now, now, now" society where people no longer want to wait for anything.
Anyway, that's an insider perspective from a former Revenue Manager.
Apr 1, 2015, 7:31 pm
#7
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
Does PTS have rates eligible for *P accrual?
Apr 1, 2015, 8:11 pm
#8
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
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Posts: 52,134
Apr 1, 2015, 9:43 pm
#9
Join Date: Jul 2001
Programs: Marriott LT Tit; Hyatt Explorist; Hilton CC Gold; IHG CC Plt; Hertz (MR) 5 star
Posts: 5,536
In all the hotels I've worked in or known about, there is a clear demarcation when it comes to operations. If the guest is not arriving today, the Reservations Department is responsible. On the day of arrival and through check-out, the Front Desk takes control.
The reason for this set-up is fairly obvious to anyone who has ever had to wait for a Front Desk agent to hang up the phone.
My best guess is that Central Reservations personnel have been instructed not to call the Front Desk because those people don't really have "official" authority to change reservations. In any hotel, there are only a few people (Reservations Supervisor, Reservations Manager, Revenue Manager) who are authorized to override rate and stay controls. Those people usually work standard business hours.
Just because hotels are open 24/7 does not mean that everything can be done 24/7. But, we seem to live in a "now, now, now" society where people no longer want to wait for anything.
Anyway, that's an insider perspective from a former Revenue Manager.
The reason for this set-up is fairly obvious to anyone who has ever had to wait for a Front Desk agent to hang up the phone.
My best guess is that Central Reservations personnel have been instructed not to call the Front Desk because those people don't really have "official" authority to change reservations. In any hotel, there are only a few people (Reservations Supervisor, Reservations Manager, Revenue Manager) who are authorized to override rate and stay controls. Those people usually work standard business hours.
Just because hotels are open 24/7 does not mean that everything can be done 24/7. But, we seem to live in a "now, now, now" society where people no longer want to wait for anything.
Anyway, that's an insider perspective from a former Revenue Manager.
Apr 2, 2015, 3:23 am
#10
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
It is not just the "front desk" - they will not call the hotel at all (I think unless it is same day or urgent)! This is a serious downgrade is service IMHO.
The ability to get answers to questions (transportation options that should be on the website but are not is an example) was an extremely valuable service for me and one that makes me rethink my loyalty choice!
This coupled with platinum agents who barely speak or understand English has led me to book away from Starwood on some occasions. If I'm not getting the service I expect I won't pay the higher rates these hotels require.
The ability to get answers to questions (transportation options that should be on the website but are not is an example) was an extremely valuable service for me and one that makes me rethink my loyalty choice!
This coupled with platinum agents who barely speak or understand English has led me to book away from Starwood on some occasions. If I'm not getting the service I expect I won't pay the higher rates these hotels require.
Apr 2, 2015, 8:43 am
#11
Original Poster
Join Date: Jul 2010
Posts: 25
It is not just the "front desk" - they will not call the hotel at all (I think unless it is same day or urgent)! This is a serious downgrade is service IMHO.
The ability to get answers to questions (transportation options that should be on the website but are not is an example) was an extremely valuable service for me and one that makes me rethink my loyalty choice!
This coupled with platinum agents who barely speak or understand English has led me to book away from Starwood on some occasions. If I'm not getting the service I expect I won't pay the higher rates these hotels require.
The ability to get answers to questions (transportation options that should be on the website but are not is an example) was an extremely valuable service for me and one that makes me rethink my loyalty choice!
This coupled with platinum agents who barely speak or understand English has led me to book away from Starwood on some occasions. If I'm not getting the service I expect I won't pay the higher rates these hotels require.
Apr 2, 2015, 1:37 pm
#12
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 2, 2015, 3:32 pm
#13
Original Poster
Join Date: Jul 2010
Posts: 25
Sometimes calling a property is not always the most efficient way for us to be intermediaries. For one, the person to whom we may need to speak may not be available. However, there are other ways for us to get a message to the hotel to contact you. If that was not offered, feel free to let me know the confirmation number and I’ll see if I can identify who this associate was in order to follow up with their supervisor.
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]
Apr 2, 2015, 3:38 pm
#14
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
If you - or anyone else - felt strongly enough to post here, then you should be willing to help the COMMUNITY and give William information so that this situation does not happen to another person guest/potential guest.
One hand people claim or feel there is a lack of "service" but then a person doesn't want to give information to help themselves or (potentially) others, when William offers his assistance. I don't get it!
If reps need training or teachable moments this is a great example.
Apr 2, 2015, 3:40 pm
#15
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]