bbarrettx

Just had a very negative experience there on 1/2. I'm SPG gold and I had booked through a third party. On check-in I did request an upgrade and was told that the agency had booked me in a handicapped room and that my upgrade would be to the same "deluxe" (standard) class that I was booked in but without the handicap access. I thought this was pretty lame and I produced my reservation which did not mention a handicap room. She simply said, "Too bad, you're not getting a suite". I asked for the manager and she identified herself as such. It was a short stay and I decided not to belabor the issue but it certainly left a bad taste in my mouth. She never indicated that there was no upgrade availability, just that my upgrade would be to the same class room and if I didn't like it I could go pound sand. Very arrogant, unfriendly, and stubborn. No issues with the other hotel staff. Considering switching back to Marriott after that type of treatment from a manager.

Starwood Lurker II

Dear bbarrettx,

I am sorry to hear about the unpleasant experience you have with our properties. Do bring this up to Customer Care as soon as possible.

[email protected]

bbarrettx

Thanks for the follow-up. Would you have anyone you'd suggest contacting with Customer Care?

DownUnderFlyer

I don't understand the issue. You were booked in a Delux room which is the highest category room in the hotel AFAIK and not the standard room. The other category (Standard Room) is called Traditional Room.
As a Gold, you are entitled to an upgrade from the room you have booked but not to a suite. In your case, there was no category to upgrade you to as you already had the highest category.

I find it strange that you were pressuring the manager into giving you an upgrade which you were not entitled to.

Starwood Lurker

No one special. Just whoever gets your email or telephone call will be fine. You can reach them via email at [email protected] or call them toll-free at 800-328-6242.

However, I do suggest leaving out the upgrade situation as the primary issue and focusing more on the attitude of the staff member delivering the bad news because she was right about what you get as a Gold upgrade.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]

Absolut1377

On valentines day my wife and I checked in for one night prior to leaving for a cruise, we got in pretty late (10:30PM) but were pleasantly surprised when we did. The front desk agent was very pleasant and I when she said "Mr. Absolut1377 you're the last Platinum member to be checking in tonight so you get the Presidential Suite"

Quite a nice V-Day present for us. Unfortunately we were only there for the evening but she did give us a 4PM check out w/out even asking. The room was quite nice, great view, very spacious.

This was my first experience with the hotel and I have to say the staff was great. The bellmen was fantastic, with a lot of ideas of what to do and where to go that evening. Everyone was extremely friendly and granted it was a short stay but a very pleasant one.^

360guy

I had a great stay at this property this month. I booked two rooms and both were upgraded to suites.

onobond

Despite how much I like FT for the experiences forwarded to other Flyers/Travellers, this type of post make me wonder what other ppl expect of their travel/hotel stay. The basic level of SPG makes ppl belive they are entitled to President suite ++, and do not hesitate to:
1. Make a fuss about it as would they have been discriminated (DownUnder Flyer makes this very clear, he/she hasn't)
2. Makes name of Hotel MoD public, as would she or any other in her position change SPG policies. How would you feel we hang out Mr bbarrettx (with real name) for deliberatly trying to con himself into suite upgrade, when not entitled to such.

Doubting Marriot would treat you otherwise with same level of qualification, I still hope you are happier outside the SPG family.

We are.

sbtinme

I understand that this property charging a (resort) service fee of 11% of the nightly rate.

My question is simple: FOR WHAT?

The pool is rooftop and tiny. There is no beach. There are no resort facilities. By any standard, it's a middle of the road, if not basic, Sheraton.

On a $200 rate, that works out to a $22 fee per night. Can others confirm that 11% is correct? That strikes me as usurous.

These days, there are scads of hotels pulling this same stunt and most all brands are just as guilty. Somehow, I'm more willing to accept a fee when I'm at a sprawling resort with tennis courts, pool concierges, array of daily activities and cultural experiences, access to world class gym/spa, etc.

The Sheraton Old San Juan doesn't offer any of those. What gives with an 11% "service" fee? If they're charging for in-room web access (and I'm sure they are), then this seems like a $22 fee for in-room coffee, doesn't it? (And, hasn't Sheraton established that in-room coffee is a brand standard?)

Color me annoyed.

DownUnderFlyer

The hotel charges a service fee, not a resort fee. The service fee is clearly stated and shown when you make the reservation.

So the fee doesn't cover the pool etc but should be there to pay the people which serve you.

sbtinme

Um, you mean like the front desk agent? Who else, besides the bellman will I need for my stay there? (And I'll tip the bellman.)

I'm asking a serious question here. An 11% service fee strikes me as astronomically high for a facility with virtually no offerings beyond the very basic.

When a service fee is $5 a day, I can swallow it. When it's many times that at a property that offers nothing in the way of special amenities, I think it's very fair and reasonable to ask what the justification for the fee is. We all know that resort and service fees are slippery revenue builders these days, but this is among the most egregious I've come across.

DownUnderFlyer

You have answered your own question. There is not much service which is covered by the fee. And technically there shouldn't be a a need for tipping when service is billed separately.
It is just one way of the hotel to raise more money. At least it is very transparent when you make a booking on the website.

noirpepper

or may be it's for the coupons they give for playing at the casino?

todd-r

We needed a one-night post-cruise stay beginning of November. I thought 10,000 points was too high for this property and cash&points was not available. So, I called rez and asked what the 50% off rate was. The agent told me (with the 50% off) it would be $190, plus, plus. He also mentioned the best available rate was $189 and included breakfast and would I like to book that instead. I said no and thanked him for his time.

A bit of online research here and there and 30 minutes later I secured a room via PL for $89, plus, plus.

Sorta wants to make you go hmmmm, doesn't it?

DownUnderFlyer

Which part makes you go "hmmmm"? The 50% off rack rates hardly ever give you a price better than what you can get anyway. And that you can get the hotel cheaper on PL is also not a surprise.
The only thing which might raise an eyebrow is how big the difference between PL and BAR is.