Wifi headache (long post, sorry). Can I reasonably request access to club lounge?
#1
Original Poster
Join Date: Nov 2013
Posts: 4,374
Wifi headache (long post, sorry). Can I reasonably request access to club lounge?
UPDATE 6/21/2015
Resolved.
I'm in a Sheraton all summer -- 64 nights, to be exact. I had SPG Gold status when I checked in. On my first night, I connected to wifi and chose the free option ("up to 1.5 Mbps") which was as slow as advertised. I then remembered Gold gets free premium wifi, so I figured I would disconnect and reconnect to the premium tier. Simple, right?
I clear browser data -- no dice. I change my MAC (device address) to a random string so the network would force me to log in again. Aha! I get to the login screen, select the premium tier (5 Mbps), enter my name and room number, and
I give up and use personal hotspot on my phone for 2 weeks, but as I approach my cellular data usage limit, I need another solution.
I call the front desk and ask them to log me out. They can't do it, and they say I'm already on the premium tier, according to their records. I say I tried to choose premium but it did not go through; I'm still at 1.5 Mbps, as confirmed by a speed test. They send an engineer to my room who pokes around my computer to no avail. The engineer heads to a back office to reboot something, and he tells me if it does not solve the problem, he will arrange for club lounge access until the problem is solved. "The club lounge has the fastest internet in the hotel," he says.
Fifteen minutes later, the front desk calls my room. They say sorry for the slow speed, they can comp me breakfast. I am on a corporate rate that includes breakfast, so I decline the offer and say no thanks, let me try one more thing.
I change my MAC address a second time. I go through the same motions: select premium, enter name/room -- and it works! I'm at exactly 5.00 Mbps, per a speed test. I go down to the front desk and excitedly report that changing my MAC address worked after the engineer rebooted the system. I thank them for their help and I go out to dinner.
That all happened yesterday. This evening when I got back from the office I had to reconnect to the system. Premium, name, room number...
If you've read thus far, first, many thanks. Second, what next? Should I request a room change, as the system seems to remember users by name and room number? Is it reasonable to ask for an upgrade to the club level, or at least for access to the club lounge, for the remainder of my stay (40+ consecutive nights)?
P.S. I realize the whole debacle is "my fault" of sorts as I connected to the free tier first, but I find it ridiculous the system has no way to accommodate a change from free to premium.
Resolved.
I'm in a Sheraton all summer -- 64 nights, to be exact. I had SPG Gold status when I checked in. On my first night, I connected to wifi and chose the free option ("up to 1.5 Mbps") which was as slow as advertised. I then remembered Gold gets free premium wifi, so I figured I would disconnect and reconnect to the premium tier. Simple, right?
I clear browser data -- no dice. I change my MAC (device address) to a random string so the network would force me to log in again. Aha! I get to the login screen, select the premium tier (5 Mbps), enter my name and room number, and
YOU ARE NOW CONNECTED -- Free complimentary internet with speeds up to 1.5 Mbps
I give up and use personal hotspot on my phone for 2 weeks, but as I approach my cellular data usage limit, I need another solution.
I call the front desk and ask them to log me out. They can't do it, and they say I'm already on the premium tier, according to their records. I say I tried to choose premium but it did not go through; I'm still at 1.5 Mbps, as confirmed by a speed test. They send an engineer to my room who pokes around my computer to no avail. The engineer heads to a back office to reboot something, and he tells me if it does not solve the problem, he will arrange for club lounge access until the problem is solved. "The club lounge has the fastest internet in the hotel," he says.
Fifteen minutes later, the front desk calls my room. They say sorry for the slow speed, they can comp me breakfast. I am on a corporate rate that includes breakfast, so I decline the offer and say no thanks, let me try one more thing.
I change my MAC address a second time. I go through the same motions: select premium, enter name/room -- and it works! I'm at exactly 5.00 Mbps, per a speed test. I go down to the front desk and excitedly report that changing my MAC address worked after the engineer rebooted the system. I thank them for their help and I go out to dinner.
That all happened yesterday. This evening when I got back from the office I had to reconnect to the system. Premium, name, room number...
YOU ARE NOW CONNECTED -- Free complimentary internet with speeds up to 1.5 Mbps
If you've read thus far, first, many thanks. Second, what next? Should I request a room change, as the system seems to remember users by name and room number? Is it reasonable to ask for an upgrade to the club level, or at least for access to the club lounge, for the remainder of my stay (40+ consecutive nights)?
P.S. I realize the whole debacle is "my fault" of sorts as I connected to the free tier first, but I find it ridiculous the system has no way to accommodate a change from free to premium.
Last edited by davie355; Jun 21, 2015 at 5:48 pm
#2
Join Date: Oct 2000
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Posts: 2,432
Change rooms? It would then start a new log in? Or just have them check you out and back in? I can't imagine having to go to the lounge for internet is the most convenient solution.
Last edited by clublounger; Jun 17, 2015 at 7:58 pm
#3
Suspended
Join Date: Oct 2003
Location: New York, NY
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Posts: 10,869
what hotel?
#4
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
I've stumbled across similar wifi systems before. IF you're lucky, sometimes the bar on top will show again to let you change tiers or log out.
The quickest way I can think of, is calling front desk and have them reset (or even to cancel your acc), to force the login screen again. Or else try the router page (might be 192.168.0.1) to see if the splash appears again.
Regarding the lounge, it's at the discretion of property. It's not a big deal if the lounge is quiet. I would ask the lounge staff instead of front desk regarding that though.
The quickest way I can think of, is calling front desk and have them reset (or even to cancel your acc), to force the login screen again. Or else try the router page (might be 192.168.0.1) to see if the splash appears again.
Regarding the lounge, it's at the discretion of property. It's not a big deal if the lounge is quiet. I would ask the lounge staff instead of front desk regarding that though.
Sorry, read your post again and you've already done all that. Just change rooms. If you really don't want to move. Ask for a check-out and check-in to the same room. Should fix it.
Good luck!
Last edited by miloworld; Jun 17, 2015 at 9:18 pm
#5
Original Poster
Join Date: Nov 2013
Posts: 4,374
I'd rather not say just yet.
Just did this. I thought it fitting that the front desk agent's name was Cisco. Anyway, I booted up my computer and saw the option for premium wifi -- a promising sign -- but, once I connected:
FWIW, internet is managed by Eleven Wireless. I called their support line and they said they couldn't do anything. I asked them what the support line is for, then, and they said it's for people who cannot connect at all.
I've got to get to sleep -- tomorrow after work I'll bug the front desk again. Actually, would it be more productive to speak to a manager? How do I go about doing this? I've already emailed the GM once to make a request which he very promptly took care of -- but in his response he seemed quite bothered that I emailed him:
Actually I emailed him on my own accord because I suspected the FD lacked the authority to fulfill my request.
Just did this. I thought it fitting that the front desk agent's name was Cisco. Anyway, I booted up my computer and saw the option for premium wifi -- a promising sign -- but, once I connected:
FWIW, internet is managed by Eleven Wireless. I called their support line and they said they couldn't do anything. I asked them what the support line is for, then, and they said it's for people who cannot connect at all.
I've got to get to sleep -- tomorrow after work I'll bug the front desk again. Actually, would it be more productive to speak to a manager? How do I go about doing this? I've already emailed the GM once to make a request which he very promptly took care of -- but in his response he seemed quite bothered that I emailed him:
Of course we can ... that is not a problem at all. ... If you don’t mind me asking, did one of the desk folks tell you, you needed to contact me for this? If so do you remember who it was? I would like to use this as a coaching opportunity, I am trying to change the culture of the hotel to be more guest accommodating and this is something everyone at the desk should feel empowered to handle with less confusion.
#6
Original Poster
Join Date: Nov 2013
Posts: 4,374
In my experiments, going to 1.1.1.1 brings the "you are logged out" screen, but does not really log me out.
The "log out" button never works -- it takes me to that same "you are logged out" screen and does not actually log me out.
#7
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
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Help desk HUACA ?
FWIW, I had a similar issue connecting to in-room wifi recently so phoned guest services, who after a brief discussion forwarded me to the help desk of he third party service provider.
I don't know which company this was but their agent was clued-up and asked for my MAC and was able to do something at her end to clear/reset my connection, which then allowed me to connect properly.
I don't know which company this was but their agent was clued-up and asked for my MAC and was able to do something at her end to clear/reset my connection, which then allowed me to connect properly.
#8
Join Date: Mar 2007
Posts: 3,990
Maybe there really isn't any high speed at that property.
Cheers,
Cheers,
#9
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
Are you staying on Level3 by any chance? Maybe there's a Lucent at the concierge :P
It could be the system assign tiers to guests depending on guest type, regardless of user selection.
Networking rule: Rates that receive internet for free = complimentary tier;
without any complications eg guest status, corp rate, long-stay etc.
Caught a glimpse of the bandwidth config page at a Sheraton stay a while back.
If you're on a specific rate id, you're pretty much stuck.
I rmb once I got so annoyed I pulled the IPTV's ethernet and was met with 100Mbps unthrottled internet access. Happiest stay of my life but later regret spending too much time in the room, as it was a beach resort.
Anyway, I booted up my computer and saw the option for premium wifi -- a promising sign -- but, once I connected:
Networking rule: Rates that receive internet for free = complimentary tier;
without any complications eg guest status, corp rate, long-stay etc.
Caught a glimpse of the bandwidth config page at a Sheraton stay a while back.
If you're on a specific rate id, you're pretty much stuck.
I rmb once I got so annoyed I pulled the IPTV's ethernet and was met with 100Mbps unthrottled internet access. Happiest stay of my life but later regret spending too much time in the room, as it was a beach resort.
Last edited by miloworld; Jun 18, 2015 at 12:22 pm
#10
Original Poster
Join Date: Nov 2013
Posts: 4,374
Wow. I emailed the hotel's group sales coordinator -- presumably she knows my situation as my company must have booked through her -- and they said on Sunday I can check out of my existing room and grab keys to a club room.
In response I said I will, with her permission, write a letter of commendation to Starwood corporate. She responded yes almost instantly. Anyone have a particular email address or should I go through the usual web forms?
In response I said I will, with her permission, write a letter of commendation to Starwood corporate. She responded yes almost instantly. Anyone have a particular email address or should I go through the usual web forms?
#11
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
Sorry but does a club room = faster internet? how does that solve your internet problem?
#12
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Wow. I emailed the hotel's group sales coordinator -- presumably she knows my situation as my company must have booked through her -- and they said on Sunday I can check out of my existing room and grab keys to a club room.
In response I said I will, with her permission, write a letter of commendation to Starwood corporate. She responded yes almost instantly. Anyone have a particular email address or should I go through the usual web forms?
In response I said I will, with her permission, write a letter of commendation to Starwood corporate. She responded yes almost instantly. Anyone have a particular email address or should I go through the usual web forms?
Also, OT, but with all of your nights at this hotel you'd normally qualify for Plat status...BUT I vaguely recall that too many consecutive nights disqualifies you, so you might want to break up your stay with one night elsewhere if possible. Folks who know the system better should please correct me if I'm wrong on this.
#13
Join Date: Apr 2012
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Nice of you to be so positive after such a frustrating experience. But in any event I wouldn't write in with praise until you've had a couple of days of fast internet service.
Also, OT, but with all of your nights at this hotel you'd normally qualify for Plat status...BUT I vaguely recall that too many consecutive nights disqualifies you, so you might want to break up your stay with one night elsewhere if possible. Folks who know the system better should please correct me if I'm wrong on this.
Also, OT, but with all of your nights at this hotel you'd normally qualify for Plat status...BUT I vaguely recall that too many consecutive nights disqualifies you, so you might want to break up your stay with one night elsewhere if possible. Folks who know the system better should please correct me if I'm wrong on this.
#14
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Nice of you to be so positive after such a frustrating experience. But in any event I wouldn't write in with praise until you've had a couple of days of fast internet service.
Also, OT, but with all of your nights at this hotel you'd normally qualify for Plat status...BUT I vaguely recall that too many consecutive nights disqualifies you, so you might want to break up your stay with one night elsewhere if possible. Folks who know the system better should please correct me if I'm wrong on this.
Also, OT, but with all of your nights at this hotel you'd normally qualify for Plat status...BUT I vaguely recall that too many consecutive nights disqualifies you, so you might want to break up your stay with one night elsewhere if possible. Folks who know the system better should please correct me if I'm wrong on this.
#15
Join Date: Jul 2000
Location: AUH
Posts: 8,265
As an aside (but important nevertheless), definitely register for the Plat Challenge if you qualifyh (i.e. haven't been Plat in the last 5 years).
You can ask them to check out and back in, and (in my experience in Feb this year) the stay to date does post in order for you to qualify under the challenge. You can then request a room change once the account shows Platinum.
You can ask them to check out and back in, and (in my experience in Feb this year) the stay to date does post in order for you to qualify under the challenge. You can then request a room change once the account shows Platinum.