Aug 21, 2014, 5:42 am

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UPDATE: Per Starwood Lurker, Starwood no longer guarantees bed type with any reservation.

Multiple Issues at hotel.. Sold out hotel. Advice needed.

Bed type booked is guaranteed with paid reservations. Bed type booked is not guaranteed with award reservations.

If booked on a BRG rate, the room type is guaranteed but bed type isn't.

FAQ: Starwood policy: guarantee bedding and smoking preference on paid/award stays

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Apr 15, 2014, 8:13 pm

#76

RogerD408

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

Quote:

Originally Posted by jli

I booked for the smoking room because the online site shows nothing but smoking room, that is, I have not been given any choice to choose to book a non-smoking room (for that particular room type). I e-mail the property asking non-smoking room availability and receive the reply saying they acknowledge the request and would try to accommodate it.

In that sense, to my interpretation, the hotel property does have non-smoking room but they didn't put it into inventories, or, they already sold out all non-smoking room and they are just simply "acknowledging my requests" and thus have no obligation to honour it. Weird?

I thought non-smoking room/smoking room should be something that need not to be decided upon check-in. If they have, then they gonna have. If they don't have, then they just don't have.

Yes, it appears they have sold out of non-smoking rooms then that's all you can book. Letting the property know your desire may get you switched to a non-smoking room if one comes available. There is no guarantee that one will come available so you may end up in a smoking room. Cancellations happen all the time so you should be in line before any show available online. However, it might be a good idea to keep checking the property and if a non-smoking does appear, call SPG and ask them to change your rez.

Apr 17, 2014, 1:02 pm

#77

haibane

Join Date: Apr 2014

Location: Georgia

Programs: Delta, SPG

Posts: 157

Is this rule still up to date? I went into a Sheraton this week, and I got moved from a King to 2 Queens. I didn't complain because I thought I would be compensated since there was a difference between the cost of the two rooms when I booked. They said they had no Kings available, but it was what I paid for. I don't want to get the hotel in trouble, but I don't understand why the cheaper room I was moved to wasn't assessed to my account instead of the more expensive (king) room.

Apr 17, 2014, 4:49 pm

#78

KENNECTED

Suspended

Join Date: Oct 2003

Location: New York, NY

Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred

Posts: 10,869

Quote:

Originally Posted by haibane

You don't want to get the hotel in trouble?

Just as we have to follow the rules in regard to the SPG T&C, so should SPG/Starwood member properties.

What property is this so that others booking know they DO NOT follow protocol? I would hate for someone to have the same experience as you.

CCS should be contacted, so the hotel issues can be rectified. In addition, you should contact CCS so you can be refunded the difference.

Apr 23, 2014, 6:16 am

#79

haibane

Join Date: Apr 2014

Location: Georgia

Programs: Delta, SPG

Posts: 157

Just as a follow up. Starwood gave me 1000pts to make up for the bedding change.

Aug 19, 2014, 8:51 pm

#80

uxb

Join Date: Jan 2008

Location: JFK, DCA, BUR, YVR

Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN

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At Aloft Montréal Airport right now. I had BRG'd the night king bed for king bed. When I arrived, however, I received a room with two Queens. I called the property out, and they said they were fully booked. The website shows availability for all rooms tonight. I then called PC, and they claimed that preferences ARE NOT guaranteed. Has this policy changed, Lurkers? If not, then I expect someone to follow up because I'm not gonna waste any more of my time on this issue.

Aug 20, 2014, 10:12 am

#81

Starwood Lurker

Company Representative - Starwood

Join Date: Nov 2000

Location: Austin, Texas

Programs: Marriott Employee Level

Posts: 31,593

Quote:

Originally Posted by uxb

...Has this policy changed, Lurkers? If not, then I expect someone to follow up because I'm not gonna waste any more of my time on this issue.

Thanks for letting us know. My apologies if you didn't get the bedding type you wanted, but guaranteed bedding does not apply to BRG claims.

Best regards,

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

[email protected]

Aug 20, 2014, 10:40 am

#82

uxb

Join Date: Jan 2008

Location: JFK, DCA, BUR, YVR

Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN

Posts: 5,207

Quote:

Originally Posted by Starwood Lurker

So you are expected to match apples to apples to get a BRG claim approved, but then they can stick you into whatever room they feel like? No offence, but that's ridiculous! I'd rather you guys just say bedding is not guaranteed, period. It is what the front desk manager said this morning.

Aug 20, 2014, 10:55 am

#83

Starwood Lurker

Company Representative - Starwood

Join Date: Nov 2000

Location: Austin, Texas

Programs: Marriott Employee Level

Posts: 31,593

Quote:

Originally Posted by uxb

...It is what the front desk manager said this morning.

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Best regards,

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

[email protected]

Aug 20, 2014, 9:20 pm

#84

lcpteck

Join Date: May 2012

Location: SIN

Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver

Posts: 6,819

Quote:

Originally Posted by Starwood Lurker

Does that mean if a BRG claim for a King Bed room is approved, the King bed is not guaranteed because it's a BRG?

Aug 21, 2014, 2:47 am

#85

djohannw

Join Date: Feb 2001

Location: Wesseling, NRW, Germany

Programs: UA *S , MR LT Titanium, HH Diamond, Hertz PC

Posts: 3,940

Quote:

Originally Posted by Starwood Lurker

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Let me try to understand this: What exactly does make a stay at a a paid rate that was adjusted to some lower amount but booked in the appropriate room- and bedding type less of a "paid reservation" than anything booked on SPG.com that was not modified on the price alone?

To be more precise, if I find a lower rate for a room with 1 King bed with view elsewhere, book that exact room-type on SPG.com and successfully claim the BRG for this, would I still have to accept the 1 single bed room without view that I avoided on purpose? That just does not sound right to me- it would make the BRG kind of pricelinesque...

Greetings - Dirk

Aug 21, 2014, 4:15 am

#86

Starwood Lurker III

Company Representative - Starwood

Join Date: Jan 2011

Location: Guangzhou

Programs: SPG

Posts: 1,021

Quote:

Originally Posted by lcpteck

Does that mean if a BRG claim for a King Bed room is approved, the King bed is not guaranteed because it's a BRG?

Hi lcpteck,

Yes, you are right. Bed types are not guaranteed.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Last edited by Starwood Lurker III; Aug 21, 2014 at 4:25 am

Aug 21, 2014, 4:23 am

#87

travelswithmyself

Join Date: Sep 2012

Posts: 1,748

Quote:

Originally Posted by uxb

I had BRG'd the night king bed for king bed. When I arrived, however, I received a room with two Queens.

Quote:

Originally Posted by Starwood Lurker

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Quote:

Originally Posted by Starwood Lurker III

Hi lcpteck,

Yes, bed types are guaranteed.

Aug 21, 2014, 4:28 am

#88

Starwood Lurker III

Company Representative - Starwood

Join Date: Jan 2011

Location: Guangzhou

Programs: SPG

Posts: 1,021

Quote:

Originally Posted by djohannw

To be more precise, if I find a lower rate for a room with 1 King bed with view elsewhere, book that exact room-type on SPG.com and successfully claim the BRG for this, would I still have to accept the 1 single bed room without view that I avoided on purpose? That just does not sound right to me- it would make the BRG kind of pricelinesque...

Greetings - Dirk

Hi djohannw,

Room types are guaranteed. You will receive the room with the review as approved.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Aug 21, 2014, 4:41 am

#89

Starwood Lurker III

Company Representative - Starwood

Join Date: Jan 2011

Location: Guangzhou

Programs: SPG

Posts: 1,021

Quote:

Originally Posted by travelswithmyself

Hi travelswithmyself,

Sorry for the confusion.

I have corrected my post. It is very slow to open the website today.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Aug 21, 2014, 5:39 am

#90

lcpteck

Join Date: May 2012

Location: SIN

Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver

Posts: 6,819

Thanks to the Lurkers for the confirmation.

So in conclusion, if the reservation is booked on a BRG rate, the room type is guaranteed but bed type isn't. That seems weird but I guess that's the law of the land.

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