No night credit if check in too late
Dec 7, 2016, 8:39 am
#1
Original Poster
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
No night credit if check in too late
I love SPG but have just had the most frustrating conversation with a concierge. This was a really simple concern that could have been dealt with so easily but the customer service response makes me want to pull my hair out.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times.
.
My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times.
. My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
Dec 7, 2016, 8:48 am
#2
Suspended
Join Date: Oct 2003
Location: New York, NY
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Posts: 10,869
I love SPG but have just had the most frustrating conversation with a concierge. This was a really simple concern that could have been dealt with so easily but the customer service response makes me want to pull my hair out.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times..
My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times.
.My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
Honestly, after the first email I would have called SPG or Corporate Customer Service.
Dec 7, 2016, 9:33 am
#3
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I love SPG but have just had the most frustrating conversation with a concierge. This was a really simple concern that could have been dealt with so easily but the customer service response makes me want to pull my hair out.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times..
My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
In November, we stayed at Le Meridien Versailles, Montreal. We notified the hotel that we would be arriving after midnight, as our flight was due in to YUL at 1 am or later. The flight was delayed and we didn't get to the hotel until almost 2-3 am ( I really can't remember exactly when). We then had a pleasant 4 night stay and all went well. When we checked our SPG account we found that we had been credited 3 nights and not 4. I have already reached 50 nights so don't need it to requalify but am on my way to LTP so wanted the night, as much on principle than anything else.
I emailed the hotel, who told me that we checked in after they had closed the account or some such for the day, so the computer said we hadn't stayed. They acknowledged that they had charged us for 4 nights and gave us MAGC for that morning but indicated that they were unable to add the night manually and SPG would have to do it. They later got back and told me I would have to call SPG, answer some security questions and all would be done. A little complicated, perhaps, but just a phone call I thought. When I called it was after hours and the Plat Concierge told me I had only stayed 3 nights because that was what the computer said . After explanation he could see we'd been charged for 3, said he would pass it to his supervisor and I would hear back within 5 days.
GI heard zero and then today, 2 weeks later, I called again. I am now told that it has been determined that I booked but didn't stay. Zero help offered other than a suggestion to email my folio to Research, so they can look into it. It makes me wonder what my 3 or 4 previous emails and at least 2 or 3 phone calls were for.
Yes I know it's not a huge issue and I've already wasted too much time on it but I felt I needed to vent my irritation. Being expat British the extent of my irritation to the agent was just a curter than normal Thank You and that was it. Suppression of feelings is such a burden at times.
. My one concern,however, and why I brought it to FT, is really whether anybody else has experienced late check as causing similar problems. I know I occasionally check in a weird hours after a long TPAC etc but have never experienced this. Had this been a night I needed to requalify I would have been more annoyed and quite possibly un British in my response.
Is there a set time that late check in doesn't count as staying? Even if you have notified the hotel? Should I do more? I have a trip to Quito coming up where, if on time, the flight lands just before midnight. I've told the hotel I will be after midnight but do I need to do anything else? Oh the anguish!!. I need a pint but it's only 9 30 am.
If you have contacted Research, I'm sure they will figure it out. If you haven't, you might want to PM the Lurkers and ask for their help/suggestions.
Dec 7, 2016, 9:38 am
#4
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
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Here's a recent example, and a heritage one from back in 2008 : the threads have the same pointers as to what you need to do to get your issue resolved.
Last edited by Oxon Flyer; Dec 7, 2016 at 9:45 am
Dec 7, 2016, 10:12 am
#5
Original Poster
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Thanks Oxon and Roger. As I said I was more enquiring and venting than anything.
In response to Kennected, my frustration related to the fact that this is the third or fourth time I have explained this issue, including twice now to SPG, and research had apparently already been involved by both the hotel and the original Plat Concierge. To find that Research seemed to have ruled on the issue, ( based upon this morning's conversation) without seeking input from myself, was frustrating.
I had also followed the directions I was given by the hotel FD Manager, after she reported that she had spoken to SPG and that it would just need me to phone SPG myself to resolve. Ironically , she indicated in a later email that Research had contacted her to ask why the hotel had charged me for 4 nights when I had only stayed 3. She wanted to know why I was making such a claim ( which I am not).
Having now followed instructions from at least 2 (and IIRC possibly 3) *Wood representatives to be told to submit it again this morning, albeit in another format, was, IMHO, not especially helpful TBH.
In response to Kennected, my frustration related to the fact that this is the third or fourth time I have explained this issue, including twice now to SPG, and research had apparently already been involved by both the hotel and the original Plat Concierge. To find that Research seemed to have ruled on the issue, ( based upon this morning's conversation) without seeking input from myself, was frustrating.
I had also followed the directions I was given by the hotel FD Manager, after she reported that she had spoken to SPG and that it would just need me to phone SPG myself to resolve. Ironically , she indicated in a later email that Research had contacted her to ask why the hotel had charged me for 4 nights when I had only stayed 3. She wanted to know why I was making such a claim ( which I am not).
Having now followed instructions from at least 2 (and IIRC possibly 3) *Wood representatives to be told to submit it again this morning, albeit in another format, was, IMHO, not especially helpful TBH.
Dec 7, 2016, 10:25 am
#6
Join Date: Jul 2008
Location: Exactly where I want to be
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Posts: 1,434
To me, it sounds like the evening shift did not pre-register you for your late night arrival or the overnight auditor wasn't told about it or forgot to pre-register you for the late arrival prior to starting the audit. Once the audit gets to phase 2, the date is rolled and any unregistered guests are considered Did Not Arrive. So, you were probably charged that night due to a DNA. Then, you showed up, and the desk saw the DNA and restored the reservation and checked you in. Depending on how the desk does the reversal of DNAs, you could see 3 nights stay as that is what the computer via the audit shows you, but you paid for 4 nights because you were "charged" that one night as a DNA.
Sorry you are getting the runaround on this. Be absolutely assertive that you DID notify the hotel directly that you were arriving late and the hotel forgot to pre-register you prior to the audit. HINT: if you end up having to arrive even after 11pm, be sure you call the hotel directly, let them know you are arriving late and ASK THEM TO PRE-REGISTER YOU.
Good luck!
Sorry you are getting the runaround on this. Be absolutely assertive that you DID notify the hotel directly that you were arriving late and the hotel forgot to pre-register you prior to the audit. HINT: if you end up having to arrive even after 11pm, be sure you call the hotel directly, let them know you are arriving late and ASK THEM TO PRE-REGISTER YOU.
Good luck!
Dec 7, 2016, 10:44 am
#7
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
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Posts: 31,593
Thanks Oxon and Roger. As I said I was more enquiring and venting than anything.
In response to Kennected, my frustration related to the fact that this is the third or fourth time I have explained this issue, including twice now to SPG, and research had apparently already been involved by both the hotel and the original Plat Concierge. To find that Research seemed to have ruled on the issue, ( based upon this morning's conversation) without seeking input from myself, was frustrating.
I had also followed the directions I was given by the hotel FD Manager, after she reported that she had spoken to SPG and that it would just need me to phone SPG myself to resolve. Ironically , she indicated in a later email that Research had contacted her to ask why the hotel had charged me for 4 nights when I had only stayed 3. She wanted to know why I was making such a claim ( which I am not).
Having now followed instructions from at least 2 (and IIRC possibly 3) *Wood representatives to be told to submit it again this morning, albeit in another format, was, IMHO, not especially helpful TBH.
In response to Kennected, my frustration related to the fact that this is the third or fourth time I have explained this issue, including twice now to SPG, and research had apparently already been involved by both the hotel and the original Plat Concierge. To find that Research seemed to have ruled on the issue, ( based upon this morning's conversation) without seeking input from myself, was frustrating.
I had also followed the directions I was given by the hotel FD Manager, after she reported that she had spoken to SPG and that it would just need me to phone SPG myself to resolve. Ironically , she indicated in a later email that Research had contacted her to ask why the hotel had charged me for 4 nights when I had only stayed 3. She wanted to know why I was making such a claim ( which I am not).
Having now followed instructions from at least 2 (and IIRC possibly 3) *Wood representatives to be told to submit it again this morning, albeit in another format, was, IMHO, not especially helpful TBH.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 7, 2016, 10:45 am
#8
Original Poster
Join Date: Mar 2006
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Posts: 1,294
Thanks slidergirl. That is really helpful info from somebody who sounds like they are in the know. I usually add the late arrival info to my SPG reservation on line but now I know to phone ahead as well.
Dec 7, 2016, 10:50 am
#9
Original Poster
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
My apologies for any inconvenience, but I can't find any reference to Research having ruled anything in relation to this issue. I have to think that a direct email to [email protected] explaining the issue would result in the stay being corrected. Sending the folio for the stay would help things along immensely.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
My " assumption" was from the words of the concierge this morning, who stated " it says here that you were trying to get a credit for a night you didn't stay" . Obviously I'm not verbatim but it seemed to me to be words to that effect, especially when combined with the questions to the hotel about billing me inappropriately. I do plan to get the folio and send it in tonight and that's what I'll do in future, rather than contacting the hotel and then following instructions around the bushes. Too many information transfer points in the route I took, with the story getting garbled at each stage.
Dec 7, 2016, 12:28 pm
#10
FlyerTalk Evangelist
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Thanks William,
My " assumption" was from the words of the concierge this morning, who stated " it says here that you were trying to get a credit for a night you didn't stay" . Obviously I'm not verbatim but it seemed to me to be words to that effect, especially when combined with the questions to the hotel about billing me inappropriately. I do plan to get the folio and send it in tonight and that's what I'll do in future, rather than contacting the hotel and then following instructions around the bushes. Too many information transfer points in the route I took, with the story getting garbled at each stage.
My " assumption" was from the words of the concierge this morning, who stated " it says here that you were trying to get a credit for a night you didn't stay" . Obviously I'm not verbatim but it seemed to me to be words to that effect, especially when combined with the questions to the hotel about billing me inappropriately. I do plan to get the folio and send it in tonight and that's what I'll do in future, rather than contacting the hotel and then following instructions around the bushes. Too many information transfer points in the route I took, with the story getting garbled at each stage.
CSRs are not known for their ability to actually understand the issue and jump to something that says they don't have to do anything (someone else's problem). Finding the right words is tough and sometimes not volunteering additional info is better. Just saying I checked in late and I'm missing credit should do the trick. Good luck.
Dec 7, 2016, 2:22 pm
#11
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
I agree that it's good to call a hotel if you are planning on arriving very late. But, it's not universal practice for hotels to check guests into rooms prior to arrival. So, you may hear: We don't do that.
Dec 7, 2016, 7:13 pm
#12
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The sniff test should be simple...you slept in the hotel bed FOUR nights. It doesn't matter that you arrived at 2am or 7pm the prior night. It doesn't matter that the "computer" checked you in after midnight. You used the room, the hotel blocked the room, they held the room, nobody else could use the room for FOUR NIGHTS. It baffles the mind that it takes an act of God to get this properly credited. Your time, effort and frustration should earn you a few extra nights ta-boot!
Dec 7, 2016, 7:37 pm
#13
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,969
The computer is stupid and they can't find a work around for a Platinum customer? This is the kind of situation that would make me scream 
Dec 7, 2016, 7:48 pm
#14
Join Date: Sep 2012
Posts: 1,748
My apologies for any inconvenience, but I can't find any reference to Research having ruled anything in relation to this issue. I have to think that a direct email to [email protected] explaining the issue would result in the stay being corrected. Sending the folio for the stay would help things along immensely.
It's been documented here on FT that the fastest way to deal with this is to email Research directly and include the folio if possible. The way to phrase it is that you've pre-booked the room for either a late arrival on the night of the booking, or an early check-in on the morning after.
Sorry that you've had so much grief OP. Suggest you do as William says and just start from scratch. Just three lines; no long explanations needed: I pre-booked the room for a early check-in on XX. I only received 3 nights instead of 4. Please fix my record.
Dec 7, 2016, 7:51 pm
#15
Join Date: Aug 2009
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Posts: 8,527
Never had this issue with prebooking. In fact, have checked in at 11AM the next day at countless properties to guarantee access to the room and always received all the nights' credited.