Originally Posted by
Starwood Lurker
So, I went back and re-read what I wrote and I find no endorsement of this practice. In fact, my personal belief is that when one is faced with an embarrassing situation, it is just better to come clean, apologize, and move on.
I just think people are frustrated with properties that take the good with SPG (loyal and robust customer base, access to spg.com reservation engine, etc.) but don't want to play by the rules when it comes to upgrades and other benefits.
The problem is, there is no transparency. And, if a property develops a reputation, then guests get defensive/assume they are being hosed.
While maybe 100% of the stories on here aren't true (possibly), certainly 100% aren't false. And with the lack of transparency, it doesn't help when the hotel backtracks/changes its story.