Feb 13, 2017, 9:27 am
Last edit by: KENNECTED
Official Announcement
American Express and Starwood enhance cobrand credit card benefits
Will the additional cardholders on my Starwood Business Amex account get access to the Sheraton Club lounge? What about guests in additional rooms I'm also paying for?
"This benefit is for Basic Card Members only on Starpoint Eligible Rate reservations...Sheraton Club lounge access is limited to the eligible Card Member and a guest staying in the same room for the duration of the stay, regardless of how many rooms have been reserved." (See Starwood FAQs.)
Which hotel brands with the Sheraton name will offer the lounge benefit?The benefit is offered at all Sheraton-branded properties, including Sheraton Grand hotels, with the exception of any Luxury Collection property. It is not available at Four Points by Sheraton hotels.
Club access if I book my stay with points or cash+points?
Per Starwood Lurker, yes.
American Express and Starwood enhance cobrand credit card benefits
Will the additional cardholders on my Starwood Business Amex account get access to the Sheraton Club lounge? What about guests in additional rooms I'm also paying for?
"This benefit is for Basic Card Members only on Starpoint Eligible Rate reservations...Sheraton Club lounge access is limited to the eligible Card Member and a guest staying in the same room for the duration of the stay, regardless of how many rooms have been reserved." (See Starwood FAQs.)
Which hotel brands with the Sheraton name will offer the lounge benefit?The benefit is offered at all Sheraton-branded properties, including Sheraton Grand hotels, with the exception of any Luxury Collection property. It is not available at Four Points by Sheraton hotels.
Club access if I book my stay with points or cash+points?
Per Starwood Lurker, yes.
How Is SPG Amex Business Card Access to Sheraton Lounges Fulfilled at the Hotels?
Mar 30, 2016, 6:47 am
#61
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,375
I used this benefit a couple of weekends ago in Florida. The night agent didn't know anything about it. She kept insisting that it was Platinum only. I tried to bring it up on my room but she finally just gave in. She made a note about it and they brought the vouchers to my room the next morning.
I had to ask for more the next morning though and the desk clerk had a cheat-sheet about the benefit. She however missed the part that said +1 guest and was arguing a little with me about it. She asked the person working next to her and they pointed it out. She apologized and gave me another voucher.
However, I was a little confused about something. I went into the lounge later for appetizers. The attendant asked me for my voucher. I replied that we only received breakfast vouchers. He said we should have gotten both but let us eat anyways. I have never been in a Sheraton lounge so is that common? You need vouchers for evening selection too?
I had to ask for more the next morning though and the desk clerk had a cheat-sheet about the benefit. She however missed the part that said +1 guest and was arguing a little with me about it. She asked the person working next to her and they pointed it out. She apologized and gave me another voucher.
However, I was a little confused about something. I went into the lounge later for appetizers. The attendant asked me for my voucher. I replied that we only received breakfast vouchers. He said we should have gotten both but let us eat anyways. I have never been in a Sheraton lounge so is that common? You need vouchers for evening selection too?
Mar 30, 2016, 7:47 am
#62
Join Date: Jun 2006
Location: BOS
Programs: Hyatt Diamond, Mosaic
Posts: 1,050
Property dependent. Some places code your key for access, some places ask for room number, some do as above, or a combination thereof. Sounds like you should reach out to the GM and/or SPG and bring this to their attention.
Mar 30, 2016, 9:07 am
#63
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,375
Yea sounds like I need to reach out to the GM b/c it needs to be uniform w/e the policy is.
Mar 30, 2016, 10:33 am
#64
Join Date: Mar 2010
Posts: 65
stayed at the sheraton in portland back in December. it was my first time using the benefit so wasn't sure if hotel had my info, nothing was said at checkin so I had to bring it up, they had no clue what I was talking about but the checkin agent just gave me access on my key, no vouchers needed. I just booked the sheraton brussels in april, I'm going to email the hotel before I arrive to get it straightened out beforehand. like others said, wish the hotels knew about this benefit for a better checkin experience.
Mar 30, 2016, 10:56 am
#65
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]
Mar 30, 2016, 10:59 am
#66
Join Date: Apr 2001
Posts: 1,223
Hi Lurker
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
Mar 30, 2016, 11:05 am
#67
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Hi Lurker
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
Maybe the best action to take would be to try and work it out with them directly before arrival?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 30, 2016, 12:27 pm
#68
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
Hi Lurker
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
I'm planning to stay at the Tel Aviv Sheraton in April with my 10yo son. I've been told that my son is not permitted in the lounge, and that I would need to pay for breakfast in the restaurant for his breakfast (and I'll end up paying for mine also, since I wouldnt have breakfast in the lounge without him and then take him to the restaurant).
It appears that this is a violation of the T&C's which state that club access in an entitlement for the cardholder "and a guest staying in the same room" without any exclusions or minimum age. If the hotel wants to violate the T&C's and restrict the lounge to 18yo and over, I would like to see them at least offer a breakfast alternative at no additional cost for families with children.
If there is a restriction on the age of anyone accessing the club lounge, then this would not be in violation of the T&C's but rather a property specific restriction which is allowable. While it would be nice if they would make an alternative available, they are not required to do so.
. . .
. . .
Club Lounge Policy
Guests must be 18 years or older to access the Club lounge.
Mar 30, 2016, 12:55 pm
#69
Join Date: Apr 2001
Posts: 1,223
Yes, it is stated in the lounge policy and I dont dispute that or claim it is a surprise.
But I do question the freedom of the hotel to invoke a policy that contradicts (effectively annuls) the benefit which the SPG T&Cs grant. It's a slippery slope. Anyway I'm not going to pursue this further.
But I do question the freedom of the hotel to invoke a policy that contradicts (effectively annuls) the benefit which the SPG T&Cs grant. It's a slippery slope. Anyway I'm not going to pursue this further.
Mar 31, 2016, 8:07 am
#70
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,937
Yes, it is stated in the lounge policy and I dont dispute that or claim it is a surprise.
But I do question the freedom of the hotel to invoke a policy that contradicts (effectively annuls) the benefit which the SPG T&Cs grant. It's a slippery slope. Anyway I'm not going to pursue this further.
But I do question the freedom of the hotel to invoke a policy that contradicts (effectively annuls) the benefit which the SPG T&Cs grant. It's a slippery slope. Anyway I'm not going to pursue this further.
Mar 31, 2016, 10:26 am
#71
Join Date: Apr 2001
Posts: 1,223
I called them even before posting and they confirmed everything I wrote above. No lounge access and no free breakfast for any children staying in the room regardless of whether it is a club level room, or the main guest is an SPG Plat or SPG Amex cardholder. They simply say "That's our policy, even if it denies published SPG benefits."
Apr 1, 2016, 11:30 pm
#72
Join Date: May 2013
Programs: AAdvantage Platinum, Alaska MVP Gold, Marriott Gold, SPG Gold, Hertz #1 Gold
Posts: 29
Success & Failure
I was automatically given Club access with a points stay at the Sheraton Downtown Los Angeles (and otherwise had a great check in and stay there) but just denied access at the Sheraton Garden Grove in Anaheim. I DM'd @spgassist on Twitter and they replied that point redemption stays are not eligible for benefits. When I replied citing SPG terms & conditions section 2.1(D) where redemption stays were not specifically excluded as Starpoint Eligible Rate (thereby making it a Starpoint Eligible Rate) they said a manager would contact me. Then the email said I must show SPG Business Amex upon check in to receive benefits. Still haven't heard from a manager but I'm anticipating another excuse being thrown out.
Apr 2, 2016, 6:51 am
#73
Join Date: Oct 2013
Programs: Hyatt Globalist No More..., Hyatt Explorist, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 4,375
I was automatically given Club access with a points stay at the Sheraton Downtown Los Angeles (and otherwise had a great check in and stay there) but just denied access at the Sheraton Garden Grove in Anaheim. I DM'd @spgassist on Twitter and they replied that point redemption stays are not eligible for benefits. When I replied citing SPG terms & conditions section 2.1(D) where redemption stays were not specifically excluded as Starpoint Eligible Rate (thereby making it a Starpoint Eligible Rate) they said a manager would contact me. Then the email said I must show SPG Business Amex upon check in to receive benefits. Still haven't heard from a manager but I'm anticipating another excuse being thrown out.
Apr 3, 2016, 1:26 am
#74
Join Date: May 2013
Programs: AAdvantage Platinum, Alaska MVP Gold, Marriott Gold, SPG Gold, Hertz #1 Gold
Posts: 29
Update
After a couple go back and forth communications the issue was resolved; my wife received a comp'd buffet breakfast, 2,000 Starpoints and full access to the Club from the manager on duty. Although a more than satisfactory resolution, it would have been nice to not have had to jump through the hoops.
Apr 14, 2016, 10:54 am
#75
Join Date: May 2010
Posts: 688
SPG Amex Biz benefit - Sheraton Club access
I read that the SPG Amex Biz card has a benefit that gives you Sheraton Club access.
If I am staying with the Mrs. and kids, will they have access too?
If I am staying with the Mrs. and kids, will they have access too?