Originally Posted by
junpy
I would like to know if someone else apart myself has had such a bad experience with Platinum Liasoin.
Last year due to personal reason I could not travel for three month. I tried to recuperate in the end of the year and in January I wanted to check if I managed to keep the platinum status as there was no indication of it in my profile. Chatting with the platinum they were very kind to check and they told me I reached 28 stays. When I sent an email to them to receive their confirmation that my profile would have been uptodate. They told they they rechecked and double promotion were wrongly calculated and I reached 24 nights rather than 28. Anyway as a commercial gesture they would have kept me into the platinum level.
I was very happy and I congratulate with them with the service. Since then I tried to book as much as possible with Sheraton. In March I discover I was downgraded to Gold.
Despite my several emails the answers were absolutely rude letting me feel like I was counting zero and that they do not give a damn if I was keeping on booking with Sheraton or other chains (I am Plat with BW and Gold with Hilton). When you spend more than one month per year in a hotel chain you should expect to be treated as at home if this is not happening probably SPG has enough customers and does not need frequent guests into their hotels.
Does anybody had such a bad experience?
Over the past 8 weeks, Including 8 phone calls and 7 emails, I experienced a similar situation.
With the double stays at Aloft (3 of them) I will have qualified for Platinum Status. I called SPG in mid Jan. to confirm the stay count and I was told I met the requirements for Platinum Status but to give it 4 - 6 weeks. After 6 weeks, there was no change in status. I called back and I was then told that I did not have enough stays, which I knew was wrong as I had all of my folios showing my stays. A supervisor was supposed to call me back to address my situation but never did.
So, I contacted the research department who had the Platinum Liaison contact me. I did not experience the Platinum Liaison to be rude but more straight to the point (Thanks for correspondence, We count this many stays, Sorry, but your not eligible). The Platinum Liaison had the research department keep looking into it.
In the end, I was informed that there was a system glitch and my double stays were not credited. The stays were credited and my status was switched to Platinum the first week of March, 8 weeks later.
Overall, I found the Platinum Liaison to be good but phone SPG Customer Service to be questionable at best.