Sep 5, 2013, 12:24 am
Last edit by: beltway
What are the published terms of the late check-out benefit?
Per Starwood Lurker, the relevant discussion in the 2015 SPG Program Guide is on page 12. May a resort/conference property offer late checkout for a price?
The exact language on the SPG website is
Where can I find these terms stated on the SPG website?
4 p.m. late checkout, where available. [Footnote: Subject to availability at resort and conference center hotels.]
Log into your SPG account and click on My Benefits (or go to https://www.starwoodhotels.com/prefe...ybenefits.html).
Where can I find a list of "resort and conference center hotels" on the SPG website?You can't; it isn't there. However, one of the Starwood social-media representatives has posted (and regularly updates) a list at http://www.flyertalk.com/forum/18920557-post809.html.
Do front-desk clerks at Starwood properties have a program guide that contains information on this benefit?Whether they choose to print a hard copy for easy reference or not, the current (2014) SPG Program Guide is available through the company intranet site although the information cited now resides on Page 13, where it still says, "Guaranteed 4 pm late check-out (only at Resorts and Conference Centers is it subject to availability)"
Not to anyone entitled to late checkout elsewhere. According to Starwood Lurker, if late checkout is available for a price at resort/conference hotels, then it must be made available at no cost to SPG elites.
FAQ: 4 PM Late Check-Out: A benefit for Platinum, Gold & Preferred Plus
May 23, 2017, 4:33 am
#1411
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,668
i agree....i have experienced this fairly regularly as well....not just with late checkouts but with other guaranteed benefits as well that either the plat concierge or reps at the property or even my ambassador give me wrong information on....i feel they are not doing their job properly if i have to educate them on published benefits....
May 26, 2017, 11:02 pm
#1412
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
I finally found language, in the SPG system, which EXPLICITLY PROVIDES THE CORRECT 4PM GUARANTEE LANGUAGE.
I was making a new reservation yesterday and the following language appears on the reservation page:
I was making a new reservation yesterday and the following language appears on the reservation page:
Your elite status entitles you to a late checkout of 4 PM (this may not apply at some resort and conference hotels).
I think that is pretty clear.
Last edited by sbrower; May 30, 2017 at 2:47 pm
May 27, 2017, 8:59 am
#1413
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
There are some renegade properties that have terrible management and hopefully 'outing' them with CCS will straighten them out. I fully realize that this will not correct every property, but its a starting point. Again, CCS file opened and not regular customer service where you get a wishy-washy non-answer from time to time.
May 27, 2017, 3:19 pm
#1414
Join Date: Jan 2000
Location: London; Bangkok; Las Vegas
Programs: AA Exec Plat; UA MM Gold; Marriott Lifetime Titanium; Hilton Diamond
Posts: 8,745
Posters are counselled to re-read this post before piling into the "name the property" debate. @:-)
We don't know if it is an exempt property, or one we should avoid because they don't think they have to follow the rules.
Perhaps the better answer is that, when a thread/response declines to name the property, the thread/response should be deleted for being an utter waste of time.
While I do not have a history of commenting on moderation, you raised the issue.
Aug 15, 2017, 6:56 pm
#1415
Join Date: Aug 2011
Programs: Marriott Bonvoy Ambassador
Posts: 598
Question: I understand the benefit not being guaranteed at conference hotels due to high occupancy etc, but why do resorts have exclusions from the late check-out guarantee? Just curious and trying to understand where that rule comes from (I understand this is consistent across other loyalty programs).
Aug 15, 2017, 7:03 pm
#1416
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
Question: I understand the benefit not being guaranteed at conference hotels due to high occupancy etc, but why do resorts have exclusions from the late check-out guarantee? Just curious and trying to understand where that rule comes from (I understand this is consistent across other loyalty programs).
Dec 2, 2017, 1:19 am
#1417
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,176
I just booked 1 night at Le Meridien Cyberport Hong Kong and received a reply to my request for a 4 pm check out:
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Dec 2, 2017, 8:37 am
#1418
Join Date: Sep 2009
Location: Global
Posts: 5,998
I just booked 1 night at Le Meridien Cyberport Hong Kong and received a reply to my request for a 4 pm check out:
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Dec 2, 2017, 8:51 am
#1419
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 just booked 1 night at Le Meridien Cyberport Hong Kong and received a reply to my request for a 4 pm check out:
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Thank you for your reply and your request on late check out has been well-noted.
Please be informed that our standard check out time is at 12pm and we will try our best to arrange the late check out for you should room situation allows.
As discussed above, I thought 4 pm check out was guaranteed for Gold and Platinum members? Why isn't this property following this? I couldn't see it on the list of resorts. What should I do? Push this with the hotel?
Dec 2, 2017, 7:12 pm
#1420
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,176
I emailed the hotel and the person who replied (different to the original one) has now confirmed 4 pm check out. It must be a case of staff training or some sort of standard line to pull a fast one. Anyway, it’s always worth keeping an eye on these issues.
Dec 15, 2017, 4:54 am
#1421
Join Date: May 2016
Posts: 42
A couple days ago I asked Platinum desk whether 4pm late checkout is guaranteed or not except resort and conference center. Surprisingly, the reply was late checkout is usually granted, but may not be available, because the terms and conditions say “9.1 General. An SPG Member will only receive the benefits of Elite Preferred Guest Membership Status during a Stay at an SPG Participating Hotel(except for any applicable benefits earned in connection with Section 2.1.b. and Section 10). All services, amenities, and benefits of Elite Preferred Guest Membership Status are subject to change or substitution at any time without notice. In addition, all services, amenities and benefits are subject to availability and subject to the terms and conditions of each SPG Participating Hotel.“ It is unheard of for me.
Dec 15, 2017, 5:05 am
#1422
Join Date: Sep 2009
Location: Global
Posts: 5,998
A couple days ago I asked Platinum desk whether 4pm late checkout is guaranteed or not except resort and conference center. Surprisingly, the reply was late checkout is usually granted, but may not be available, because the terms and conditions say “9.1 General. An SPG Member will only receive the benefits of Elite Preferred Guest Membership Status during a Stay at an SPG Participating Hotel(except for any applicable benefits earned in connection with Section 2.1.b. and Section 10). All services, amenities, and benefits of Elite Preferred Guest Membership Status are subject to change or substitution at any time without notice. In addition, all services, amenities and benefits are subject to availability and subject to the terms and conditions of each SPG Participating Hotel.“ It is unheard of for me.
Dec 15, 2017, 11:53 pm
#1424
Join Date: Sep 2009
Location: Global
Posts: 5,998
The Lurkers can certainly speak up, but, I am not sure if it is accurate in practice. In fact, anytime someone has been "wrongfully" denied 4pm checkout, the Lurkers have taken care of it. I don't think you can tell elite members 4pm is guaranteed (non-resort/non-conference) and then when you go to a hotel say subject to availability. I think that would be a bit of bait and switch / false advertising. Guaranteed is guaranteed.
Apr 2, 2018, 5:01 pm
#1425
Join Date: May 2001
Location: Austin, TX
Programs: SWA-A+&CP, UA,AA, Bonvoy-LifePlat, HH-Dia; Hertz-PC;
Posts: 17
How do you determine if it is a "conference hotel"?
I was just denied the 4pm checkout which is critical for my stay - I am close to a convention center but not connected (several blocks), but the front desk said that they were sold out tomorrow so the manager had denied it, and it was not a guarantee. Should I escalate?
Thks all,
Thks all,