Applied for a "Best Rate Guarantee" for The Manhattan at Times Square. I received the following reply:
"Starwood guarantees that Starwood-branded websites will have the best room rate for any Starwood-branded hotels ('Best Rate Guarantee'). This guarantee applies to reservations for guest rooms at Starwood-branded hotels such as Sheraton, Westin, Four Points, W Hotels, St. Regis, Aloft, Element and Luxury Collection.
Starwood Hotels & Resorts Worldwide does own and manage several independent hotels, such as The Manhattan at Time Square.
However, The Manhattan at Time Square is not a Starwood brand hotel (Westin, Four Points by Sheraton, Sheraton, W Hotels, St. Regis, Le Meridien, Aloft, Element or Luxury Collection) and does not participate in the Best Rate Guarantee program. I apologize for any inconvenience you may have experienced as a result of this.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
Ok..........fair enough, except Starwood advertises this "Best Rate Guarantee" in the "Special Offer" section on the website specifically for this hotel (see link):
http://specialoffers.starwoodhotels....25&iATANumber=
When I brought this to their attention, I received the following reply:
"I apologize that the Manhattan at Time Square has not removed the Best Rate Guarantee information from their website. They have recently removed the Sheraton brand from their name. When this is done, the hotel is no longer a Starwood branded hotel. Since the Best Rate Guarantee only applies to Starwood branded properties, it is invalid.
Again, I apologize for the inconvenience.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,"
This is my first reservation with Starwood (and my brand spank'n new Starwood Amex.........is it too late to get that Hilton Amex???) and I'm not too impressed so far. I really hate when companies hide behind the fine-print to wiggle out of something.
I've definitely learned a lesson. I will always look for the fine-print "if" I ever book another Starwood room. Or perhaps my next Starwood reservation might read:
Thank you for your reservation with Starwood.*
*bed not included