Originally Posted by
Starwood Lurker
Actually, what I think he is saying is that they are not required to operate a lounge at all, but they've chosen to do so. That's true on both accounts at this point in time.
After re-read the email from the hotel, I agree that I might have misunderstood what he was trying to convey. However, there is a reason why I'm a little skeptical about hotel management's explanation:
During the check-in, I voluntarily asked the FD agent whether she needs my companion's ID or not, she told me no. Then before I signed the check-in sheet, she told me it's hotel's new policy that unless the original booking is for exec. room, lounge breakfast only applies to plat, the guest will have to pay a $28 surcharge. I was a bit surprised to hear that so I asked her whether she meant surcharge for breakfast or lounge access. She then said for lounge access. Since the surcharge is only $28, I didn't want to haggle any further, and decided to see what happens next.
The first night we went to the lounge, there was no mention of any surcharge for my companion, so I assumed the FD agent was misinformed. We left the hotel very early the next morning and had breakfast elsewhere. We did go to lounge for breakfast on the last day of our stay. After we sat down, the lounge attendant informed me it's hotel's new policy to offer only 1 complimentary breakfast to the plat. She then presented me w/ a charge slip, I signed it, that's why I did not request for a refund in my original communication w/the SPG guest relation.
During the check out, I asked the agent whether this is a chain-wide policy change or property specific. She told me this is a brand new policy being implemented by the hotel, starting Jan. 09. She was not sure whether the change is chain-wide or not.
As you can see, 3 different agents on 3 different occasions told me the same thing about this being a new policy, that's why I'm a little skeptical about the Westin Guangzhou's explanation that it was the lounge attendant’s misunderstanding of the platinum benefits. Afterall, the hotel has been opened for few years, these agents would not have called it a new policy if it has been this way from day one.
I think it's very possible that the recently mentioned memo sent by SPG regarding cost saving suggestions is the cause of this problem. The hotel misinterpreted some of the suggestions, and came up w/this new policy. This is just a hunch, I have no way to prove it.
Lastly, I want to say that overall I'm satisfied w/my stay at the Westin Guangzhou, nice UG, great location and friendly staffs. I'd still choose to stay here in the future.