Cathay Boy

Unfortunately this is my friend's experience but he's too sheepish to complain and call SPG and tell them about it, so I'll have to do it for him.

He's a Plat, stayed at Aloft, and got ZERO Plat recognition.

1) Wanting a King-size bed instead of two-twin and they wanted a charge.

2) Asked about Plat benefit best room upgrade including suite, was flatly told "we don't do that here to anybody, Plat or no Plat"

3) Was told no late check-out despite admitting there's plenty of unbooked rooms and they have no urgent need of his room, has to get out by 12 p.m. or face penalty.

Since they've just opened I'm willing to give them benefit-of-doubt, but after going to their website and read a few reviews, seems like my friend isn't the only victim.

Again, my friend's too sheepish to stand up for his rights, I can only expose it here hoping SPG Lurkers would ask SPG to investigate this establishment and challenge them for not following corporate benefits as required by joining SPG chain.

PremEx

Regarding the room/suite upgrade benefit for Platinums, the Terms & Conditions does state "This benefit is not offered at AloftSM and ElementSMproperties."

Though I've found many of these properties do often respond positively to upgrade requests when available.

mahasamatman

The property was correct on #1 and #2. For #3, it's a guaranteed benefit, so you just tell them you're staying (or don't, but it's curteous to advise them).

Starwood Lurker

Your friend will have to send us his stay details in order to complain. We do not do this by proxy. If he gets over his shyness, have him send us an email to the email address below and we will be glad to file a complaint on his behalf for any legitimate issues or explain why we cannot.

Best regards,

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

[email protected]

jix

If you look at the tripadvisor reviews, it's pretty clear the spg benefits there at minimal to none and the ratings are rather poor, despite the property's response on all of them which was pretty much stating over and over again that Aloft is a self-service brand and is excluded from upgrades. I find it rather surprising that the American Aloft I've been to have better service and accommodation to my requests compared to them as an Asian property.

Nevertheless I have a paid stay with them next week so will see how it goes, not expecting anything really after their email to me basically saying that all upgrades to higher room categories will require additional payment.

bocastephen

Sounds like a naughty franchisee that wants to do things on the cheap - so please have your friend contact our Lurker to file a complaint. While the hotel was correct on a couple items as noted, it appears from your post and the online reviews, there is some attitude coming across from the hotel management towards loyalty members that SW needs to straighten out asap.

If you want to buy and operate a franchise for a western brand that includes a robust loyalty program, then you either need to play by the rules or go slap your own name on the building and forgo the brand benefits.

Cathay Boy

Thanks Lurker, I know you guys are fair and honest. Damn my friend is such a sheep. Can't stand that.... I will try, but ultimately it's his stay and he needs to get it out... urgh...

Thanks again.

jix

I think, based on the reviews, the property is sticking strictly to the spg rules and giving the minimum benefits accordingly. So one should probably not expect anything above and beyond from them as spg elite in terms of room allocation if booking here. They don't even let you check in before 3pm regardless of room readiness (from the TA review) and everything above your original booking will likely require additional payment/points.

I'm personally just staying to try out the new hotel for a night, would likely not choose it again given its rate compared to other independent hotels nearby and also the other spg hotels in Taipei, which have much better amenity, service, and elite recognition.

lcpteck

As mentioned already, this doesn't apply to Aloft and Element properties. Best to read the T&Cs again if you're not familiar with the program.

MSPeconomist

Unless it's officially a resort or convention hotel, they don't have a choice about the late checkout: it's a guaranteed published benefit for SPG elites.

Maybe this property is already practicing to become a Marriott.

username

Not to find excuse for them....Locally, the hotel is marketed as a lower-end young people hotel. So, maybe the staff is trained that way and end up treating their guests this way?

jix

I'm curious what room was actually booked? Their lowest room (aloft, savvy) shows King bed and only the top 2 category rooms (splash, urban) have 2 beds available. If the room booked and assigned to was higher category than a King bed one, then it would be unreasonable for the hotel to ask for a charge if there is lower category room inventory available even as a downgrade.

PTahCha

Bedding is guaranteed for what was reserved on the reservation. If the reservation was for 2 twins, and king size bed was only a request, the hotel is within its right to decline the request, albeit not a customer-friendly move.

Platinum upgrades are not available at Aloft hotels.

The hotel should have honored the late checkout benefit. File a CCS complaint.

Oxon Flyer

It's like deja-vu, all over again.

lcpteck

Exactly... When I read the thread, there was some deja-vu in the back of my mind...