Originally Posted by
JFKSFOLAX_friend
How in the world can a "Platinum E-Concierge" make the following statement: "Late check out is not guaranteed; it is based on availability and occupancy levels." This boggles my mind.
I can see being confused about free internet for about a week after it is granted to Platinum members. But, guaranteed 4 PM late checkout to Platinums at non-resort/conference center hotels has been a hallmark of the SPG program for....a great number of years.
<<shaking head>>
I agree that this is much, much more telling than confusion by a random desk clerk at a Starwood hotel. It's up to SPG itself to understand the program's terms -- which they wrote, of course -- and to police them for the benefit of members.
While there is much to be said in some respects for Starwood's efforts to serve members better (e.g., the Lurkers), the program's obstinate failure to train even its own staff on the late-checkout benefit speaks volumes about how unseriously it takes its obligations.