Originally Posted by
thechosenuno
Odd experience at St. Regis, San Fran. Called plat concierge on the way from the airport to add my friend's name to the res in case he beat me here. When I called, I asked them to check if, by chance, there were any standard suites available. She said there were a bunch. Great, I thought, I can hopefully snag an upgrade to a suite when I check in.
Regrettably, you were misinformed by the Platinum Concierge associate. All of the standard suites at this property were fully occupied on the date you checked in. If you know who it was you spoke with, let me know and I will follow up with their supervisor about this.
Checked in, and when the guy at the desk didn't acknowledge at all my status, I asked if, by chance, there was an upgrade available as he was writing down my room number. He said they were pretty full, but he would check. Why didn't he check before he gave me my room?
My apologies that he did not recognize you as a Platinum member in the program. That is a required minimum interaction, IMHO. That being said, upgrades are usually pre-assigned in advance so you don't lose the upgrade opportunity should one be available. If the hotel occupancy was high and he already knew this, he would not have to check. In fact, he's probably already checked multiple times before you got there.
As he's looking, I ask if they have any suites (knowing that 30 minutes ago they had several). He said that all of the suites were taken (I'm only here for one night). I said that was odd, that the plat concierge told me there were some 30 minutes before. Then I asked if they had been pre-assigned to other plats. If that had been, that was fine by me. I just made plat. He replied that they were all taken by guests paying a suite rate. Hmm. Odd. He said he had no explanation as to why the plat concierge would have just told me that there were any suites available but if there were he would have given me one.
Then he begrudgingly found me an upgraded corner room. So I thanked him for that (and not in a sarcastic way).
Actually, this room was assigned the night before your arrival. There were no room changes day of.
I realize that getting a standard suite is a perk that's only available when there are suites available. But I just looked on spg.com again, and there are suites available. I called the plat concierge for her to check, and she said thatt they should have given me one ("especially since you're only there one night). However, there's nothing that she could have done except open a complaint.
Again, the standard suites were already occupied, so I would imagine that the Platinum Concierge confused the issue.
They were stingy when I was gold with giving me a one category uprgrade, so this isn't too shocking. But the whole thing leaves a bad taste in my mouth. As most people will note, I throw thousands of dollars in the way of Starwood every year for business travel. And I've come to appreciate the perks. But should I really have to fight for what the program gives me under the T&C?
Actually, if they gave you a one category room upgrade as a Gold member, then they exceeded what was called for according to SPG.
Ok, rant over.
ps - Most of the time I don't have to ask. Most Westin and St. Regis hotels I stay in are really good about it.
Glad to hear that. Good luck on your next stay. ^
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]