dtwdoc

Hello,

Looking for some advice into the following situation:

I recently had an extended stay (~5 weeks) at the W Miami. The hotel has residential units above the 15 floors of hotel. I ended up staying in a studio through the hotel, and was provided my plt hotel amenities. Overall a great stay.

In arranging this stay, I was asked to sign a short term lease with the W through the revenue manager. In discussing the terms of my stay, I was informed that because it was >30 days, I would receive complimentary parking. In regards to this, the lease reads:

"Our Front Desk Team will assist you in registering your vehicle. Only signed lease agreements of 30 nights or more will receive complimentary valet parking for one vehicle per unit. The vehicle requires to be registered within 24 hours of arrival and includes unlimited in- and out privileges."

When I checked into the hotel, I did the standard process - checked my vehicle with the valet, told him of the arrangement and that I would be staying on the residential side of the hotel for an extended stay. Also that I wasn't being charged for valet. I then went inside, checked in, and repeated everything to the front desk agent. No issues or hiccups, went to my room, and enjoyed my stay.

On checkout I went over the charges, and noticed I had been charged every day for breakfast and valet. I showed copies of my emails to the front desk agent and was informed that they would take care of it. Charges were removed and I paid the residual balance.

Shortly after I received another charge on my credit card for $1292.00, and a folio for this amount purely made up of valet fees. I emailed the revenue manager and she informed me that I had not registered my vehicle within 24 hours and therefore was responsible for the charges. Puzzled, I let her know that I had actually driven to the hotel the day I had checked in and in fact checked it with valet, also informing both them and the front desk agents of our agreement. She then told me that there is actually a separate registration process where I should have went to the valet office to register my vehicle to receive complimentary valet parking. This was all new news to me - I had not been told this at any point, and the front desk agents never "assisted in registering" my vehicle as the contact states. I thought that checking my car was the registration process!

I have emailed several times. Explained that I was not made aware there was a separate registration process, that nobody helped my in registering my vehicle as they should have, and that I truly had no gain by avoiding the registration. She is persistent that I am responsible for the charges, and now seems to be brushing off my emails and not responding.

So, after that long winded story, what should I do?

Doc Savage

Contact the GM for the property. This silly little assertion that you didn't "register properly" is absurd.

If the GM doesn't provide a satisfactory response, escalate to Starwood. You might ask one of the lurkers here for assistance.

As a last resort, a credit card dispute would probably be successful since you have documentation.

Good luck!

TerryK

Lucky you to be able to stay in W Miami for 5 weeks on OPM. Cool property.

IMHO, W Miami should waive the charge as it was not explained to you clearly. The registration process is to record your license plate number in their system so that it is the vehicle to receive free parking. Without registration, you can just get free parking for any random vehicle from your friend/colleague. I know you didn't do that but there is no way to ascertain retroactively. Valet parked your car and kept your key. They don't typically register your license plate number. Note you don't have to registered when you park; you only need to register within 24 hours.

writerguyfl

That does seem like a bogus charge. It sounds like you gave the hotel several chances to do the right thing. I wouldn't waste time with the General Manager. I'd go to Starwood at this point.

I'd give Starwood a chance to make it right before disputing the charge with your credit card company. Of course, that assumes you have time to do that. Make sure you find out the date by which disputes must be filed.

Keyser

i would dispute the charge right away....escalate this to corporate now....it seems like the hotel is in no mood to remove the charge....

zzap

That is outrageous! Hopefully there is a just outcome here. I would be escalating this to CCC immediately.

dtwdoc

Thanks for the responses, I really appreciate it. The attitude I've received from the revenue manager (including lack of a response since my last email over a week ago) was making me start to question whether I was being ridiculous.

I went ahead and sent the GM an email this morning but won't hesitate in kicking it up the ladder if unsatisfactory. Looks like he recently joined the team in Miami from a prior Starwood position in NYC. Hopefully he brings a new perspective on how to handle this. Was hoping to not bother AmEx but in the end if things aren't addressed I suppose I will. I've only disputed a claim once with them, and they were nothing short of incredible.

I'll follow up and keep you all posted

Starwood Lurker III

Hi dtwdoc,

Our apologies for the inconveniences you have come across in regard to the valet charge issue.

We understand that you have been in contact with the General Manager of the hotel to address this. If you need further assistance, please feel free to provide us your reservation details via private mail here or by email below.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

dtwdoc

Just received the following response from the GM. He seems sincere and apologetic. Below is where he discusses the issue:

Park 1 is a separate entity to W Miami and is owned by the Board Master Association at Icon Brickell. The wheels revenue allocated at W Miami is given solely to Icon Brickell as it is not our revenue to absorb. For this reason, I meet with the Board monthly to discuss any issues/disputes that may have aroused. Unfortunately, ---- did not bring your situation to my attention until after the meeting with the Board so I did not get the opportunity to dispute this. We want to right the wrong that has occurred and I have tried to get the Board to issue you a refund but they have declined to do anything from their end. I understand your frustrations, given the inconveniences that occurred and I have decided to refund you 50% of the wheels charges from our revenue due to the circumstances at hand. You should see this refund of $646.00 reflected in your account in about 10-15 business days, depending on your bank.


I get it, but my contract was with the W, and that contract specifically states that they would help me register my vehicle. I really did discuss that I shouldn't be charged with both valet and the front desk when I checked in. Should I press on w Starwood or call AmEx? I'd rather not be out $646...

aCavalierInCoach

Yeah, I get that the GM wants to emphasize to you that they're not just pocketing the money and that righting the wrong is going to cost them, but this is entirely on the W. I would respond that while you appreciate the color as to the arrangement, it does not change teh fact that it is the W and not you who is responsible for the parking charges. If he refuses to refund the balance I would take it back to the lurkers for starwood corporate involvement and then to Amex. sorry you have to waste so much time on this because the hotel did not do its job.

Dr. HFH

Save yourself some time and just kick it over to Christina now. The Lurker team here is great.

Jesperss

Absolutely press on.

FlyingDL4Fun

I understand what the GM is saying but I believe the W does bear some of the responsibility as the agent collecting the fees on behalf of the Icon board. Therefore they incorrectly collected fees from someone that was not supposed to be paying them, because (as the OP stated) he was not properly assisted with the registration process.

Along with most here, the OP should be fully refunded and the W should eat this charge as a learning experience for their future long term lease customers.

Perhaps, staple a Vehicle registration form to the lease agreement? Just a 3rd grade though haha

tjk1976

This is straight of out of the book of Not Your Problem. Based on your description, you acted how any reasonable person would have. If a separate registration process was required, why didn't the hotel's valet inform you of this when you told him/her that you were staying >30 days and that you had been informed that valet parking would be free? That error was the hotel's, not yours, so any associated expense should be on them. If the Lurkers can't help you, I would refer it to Plat customer service and, failing that, corporate customer service in White Plains (1-800-328-6242). I have always found them to be exceedingly helpful in situations like this. I wouldn't let this one go if I were you.

dtwdoc

Again, thanks everyone for your comments, opinions, and insight. Below is a recap with some details in the event someone has a similar experience.

I went ahead and contacted the lurkers. Per protocol they submitted a formal complaint on my behalf to the hotel. I was informed that the hotel would have 5 days to close the file with their response. If at that time it would need to be escalated, it would. Approximately four hours later I received a very kind email from the GM stating that I would be refunded the full fee.

Its unfortunate this was such a process to resolve and required intervention by the Lurkers (to whom I am very grateful).

All that said I wouldn't dissuade anyone from staying at this property - my time there was great, just a hiccup which is now resolved.