miloworld

Exactly, system limitations or manual input whatnot, a hotel booking can be seen as a contract to provide hospitality, as described on the booking, for the mentioned rate.

What they are doing, is gambling their chance at people not showing up. Unlike airlines though, which has a more complex check-in process and people more willing to commit. They have systems in place (eg online check-in) to make sure everyone is taken care of. and worst case scenario, bump you to the next flight.

But at a hotel, if they don't have that room, they don't have it for the night. It'd be stupid keeping the booking channel open, only to walk people to other hotels. If hotels do it on a regular basis, on purpose, I think it would be fair to say they failed to commit and not honouring the contract.

So yes, a non-live room inventory is quite disappointing.
It should be fairly easy to maintain with today's technology (think TicketMaster, Online Checkin etc)

beltway

As discussed in depth in the wiki for http://www.flyertalk.com/forum/starw...er-thread.html. For the record, a search on "platinum upgrade" in thread titles readily turns up that thread. So much for how useless the FT search function is....

In that event, there would be even more people alleging wrongly that they were improperly denied upgrades. As discussed in the wiki above, "visible for booking tonight" != "available for upgrade." (Among other things, the room might only be available one night & not free for the complainant's full stay.)

Flews

Of course you're free to ask for whatever you like. And, since what you asked for is a published benefit (which every Platinum should know is not available until check-in), they are just as free to deny your request.

Yes the associate shouldn't have fibbed about availability. My guess is he wanted to spare you any embarrassment for asking for something to which you are clearly not entitled.

Cheers,

writerguyfl

I'm a former Revenue Manager. Most of what you've written in this thread is accurate. But, the notion that no one is minding the store after 5pm is incorrect.

In every hotel I've ever worked in or known about, the responsibility for managing the sales of rooms shifts from the Revenue/Reservations Manager to the Front Office Manager on the day of arrival. (Or, whoever is responsible for the Front Desk that day...Manager-On-Duty or Front Desk Supervisor.) That person would have full authority to close room types, rates, or even the entire hotel to additional sales.

I couldn't agree more with this point. Despite what FTers think, the hotel's best customer is not the top-level members of the chain's frequent guest program who stay at dozens of different hotels each year. The best customer is the one that stays at that hotel for multiple nights each and every month. And, although unimaginable to some, not every frequent guest is a member of that hotel's frequent guest program.

mendy7511

But for most of us, if we made a habit at staying at other brands we would either not qualify for platinum, 50,75 or 100.
Therefore, even if the hotel was amazing, chances are I dont go back if they leave Starwood.

Dr. HFH

Perhaps, but would you be willing to share the answer?

superangrypenguin

To answer the question..

Uhh revenue?

RogerD408

Other than the point hounds, there are other reasons for picking a place to stay. Yes, status can be important, but a good product can outweigh that. Everyone gets to choose what they deem important to them. As WriteGuyFL pointed out:
Ahh, remembering the days before loyalty programs...

Starwood Lurker

My apologies, but that information is proprietary, so I am not at liberty to do so.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

mendy7511

So I sent in my concern to corporate and I received this reply:

I am not sure how the two statements go together (We cannot determine availability on a prior date and it appears they were sold out) but I suppose they are saying that they did not "lie" to me.

craz

I found the key is to call up SPG and ask why is it that the FD told me sorry no UPs today we are soldout for the duration of your stay, and that many better room types appear on spg.com available for booking over my entire stay

I usually get 1 of these 2 responses after the hotel is called, 1- sorry Mr Craz seems the error is on our computers part since we show rooms as available yet I was told by the hotel they are soldout or 2- good news your upgrade cleared (which means the hotel wasnt telling the truth.

Once its off SPGs screens theres little they can do = once you cant book that night any longer on SPG.com they are out of the loop.Although they still can call and ask they just wont beable to say 'well we show the rooms being offered by us' eg showing up at say 11pm to checkin in LA = SOL since its I believe past the time we can book for that same night any longer (at least a few yrs ago that was the case)

RogerD408

This is understandable for the SPG Support Line. However, if you file a complaint with Customer Care, they should be passing the issue along to the regional teams to look into. They will have access to historical records and should be able to determine if the property is following program terms. And they should have records of other complaints made against the property.

Maybe the Lurkers can correct me if needed.

Starwood Lurker

The only advice I can offer is to see to it that a file is created documenting the issue. Everything else will take care of itself.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

mikeef

This is known as the "let's throw stuff at the wall and see what sticks" method.

Mike