<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by sucker777:
Thanks for your response. I am now, however, somewhat at a loss as to what I am assured of having and what I am not when I make a reservation. If I reserve a Deluxe, non-smoking, king-bedded room at the St. Regis MB, am I assured of at least a Deluxe, smoking, 2-double-bed room? Or could they give me a Superior room -- which is the exact same in size and shape, except garden rather than resort view. I now understand that I'm *not* assured of either a non-smoking room or a king bed, but is the view guaranteed (given that I'm paying extra for the Deluxe room reservation)?</font>
I think have already said to call Hotel Customer Service whenever you encounter a problem such as this. It is their job to handle hotel-related complaints and inquiries.
What I believe is really irrelevant. What position Hotel Customer Service supports is. For what it is worth, they seem to agree with you, but that was not my experience in the past, so the policy may have indeed changed or been clarified. Unfortunately, the manager for Hotel Customer Service is on vacation, so I could not speak to him directly concerning this. His staff, however, says a guarantee is a guarantee is a guarantee as far as paid reservation is concerned.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]