I was just informed by a Starwood supervisor that, for all paid reservations, the hotel is required to provide you a room with both (i) the bedding type and (ii) smoking preference that is stated in my confirmation and, in the unlikely event that the hotel is not able to do so, they will be responsible for offering me appropriate compensation. I was told this by a telephone represenative who represented himselt to be a Department Head of Starwood located in Texas, who I reached by calling Platinum Concierge and asking for a supervisor. I note that this is directly contrary to a recent posting of Starwood Lurker in the St. Regis NY thread (I am unable to post a link due to my relative unfamiliarity with this web site, but can copy Lurker's message here: "Neither SPG or Starwood guarantees your choice of bedding type or smoking preference. If the hotel does not have a room with your preferences, they can move you to one that doesn't."), and ask William to look into this and comment further if he deems appropriate. I have emailed the supervisor's name to Lurker so that he can confer with the department head with whom I spoke if he cares to do so.

I have started a new thread, rather than replying to the St. Regis NY thread because I believe that many people care very much whether they will be guaranteed a non-smoking room if they reserve one. I have always thought that I was guaranteed one if that was what I was reserved, have been told this several times by Starwood representatives, and would be extraordinarily unhappy were I ever to encounter a problem with this. The same goes for bedding preferences. (One of the reasons I have chosen Starwood hotels over the Ritz Carlton recently is that the Ritz does not guarantee bedding or smoking preferences, but at least they are very clear in telling you their policy.)

I was just informed by a Starwood supervisor that, for all paid reservations, the hotel is required to provide you a room with both (i) the bedding type and (ii) smoking preference that is stated in my confirmation and, in the unlikely event that the hotel is not able to do so, they will be responsible for offering me appropriate compensation. I was told this by a telephone represenative who represented himselt to be a Department Head of Starwood located in Texas, who I reached by calling Platinum Concierge and asking for a supervisor. I note that this is directly contrary to a recent posting of Starwood Lurker in the St. Regis NY thread (I am unable to post a link due to my relative unfamiliarity with this web site, but can copy Lurker's message here: "Neither SPG or Starwood guarantees your choice of bedding type or smoking preference. If the hotel does not have a room with your preferences, they can move you to one that doesn't."), and ask him to look into this and comment further if he deems appropriate. I will email the supervisor's name to Lurker.

I have started a new thread, rather than replying to the St. Regis NY thread because I believe that many people care very much whether they will be guaranteed a non-smoking room if they reserve one. I have always thought that I was guaranteed one if that was what I was reserved, have been told this several times by Starwood representatives, and would be extraordinarily unhappy were I ever to encounter a problem with this. The same goes for bedding preferences.

[This message has been edited by sucker777 (edited Feb 06, 2004).]