Is it time to overhaul the SPG website? I wonder how much effort, time and money would it take to implement a complete overhaul of the SPG website? And how much “pressure” can FlyerTalkers impose upon SPG to effect these changes? I wonder if not winning the coveted “Best Website” during the Freddie Awards would be sufficient impetus to spring them into action? And a frightening thought: what if the hotel bellman actually is the webmaster...

I regularly book my hotel and air reservations through the internet. I find it convenient and efficient to use, until of course, I run into technical problems. I must hasten to add that I am not a technology expert, but I know when there are systemic problems in a website. And I am not alone. Simply refer to the past threads posted in the SPG forum.

Needless to say, the SPG website is replete with such problems. If a user is unable to book a simple reservation, or if the user is led to a maze of fancy buttons and then hurled at a wall of error messages, then something must be very wrong with the website. Not only are they chronic but also fundamental in nature that a complete overhaul may be necessary. Case in point, I have never been successful in making reservations on the W Hotel website. Operative word: "Never." The booking engine just gives up on me (and the feeling is mutual).

The cosmetic changes implemented recently only become an exercise in futility if SPG does not address the underlying problems of the system. I wonder if it is wise to be privy to changes SPG has in store for their website for this year? Wouldn’t it be nice to be simply notified that they are at least doing something — albeit in small steps — to solve the existing technical problems? Or would it be better to have full disclosure? Or simply be “surprised” by added features that in the long run may not prove to be useful to its users?

ONE MORE THING: Are Bill Oates (Senior VP & Chief Information Officer) and Thomas M. Conophy (Senior VP & Chief Technology Officer) good news for Starwood? Or are they simply a couple of new hires in a long line of expensive acquisitions (include hotel properties) Starwood has made to bolster its image within the industry? Oates apparently has 20 years of experience as an information technology professional who re-joined Starwood from a technology consulting/management practice. Conophy, on the other hand, most recently served as Senior Vice President of Strategic Architecture for Sabre Inc., tagged as "the worldwide leader in providing technology solutions for the travel and transportation industry." Aren't these men accountable for these techno/cyber problems? These men were hired in November of last year. Do I have to grow roots before I see substantial improvement in the website, particularly the booking engine?

I urge the Starwood Customer Service or PR people to inform their loyal customers of the progress, if any, or steps that are being undertaken to fix this problem. At this point, we only get the response that Starwood is aware of the problem. Sure, and so are hundreds -- or even thousands -- of clients who opt to reserve a room via the website. I guess it all boils down to this: is Starwood doing anything to resolve this issue? I know I’m going to do something to address this issue: I’ll start giving my business to Hilton, Hyatt and Marriott until Starwood gets its technical act together. As some sage once said, "Nothing personal. Just business."

p.s. to the FTers reading this, my apologies for the rather long and unwieldy reply to the original post... I have time to kill... it's turning out to be a sluggish weekend as we await the onslaught of a Nor'Easter in New England...



[This message has been edited by Nomad2k (edited 03-03-2001).]