Originally Posted by
Seattlenerd
Let's just say the front desk rep was adamant I was wrong (repeatedly) when I requested late checkout, told me I couldn't request it until the night before or day of departure, and that it was only "subject to availability." When I called back to talk to the manager on duty, she said she would offer me the late checkout even though it was too early and was still "subject to availability." When I read to her what was on SPG.com (and when she acknowledged they were not a resort or conference hotel), she said that their staff expert on SPG had told them otherwise.
I suspect a misunderstanding that might be gently corrected.
I think you are being way too generous here. This property clearly has trained their staff to deny a stated benefit and to further argue with customers who quote the correct policy. That's not a "misunderstanding."
And who is this "staff expert" who does not even know one of the few primary benefits of being Gold/Plat? It's not like there are multiple pages of benefits and associated rules that need to be studied in depth. This is a well defined benefit that this property has
chosen to deny. It's pathetic. Seriously, let's get the name of this "staff expert." I bet either there isn't one or it's the part-time maintenance guy/shuttle bus driver/manager's uncle.
And we're to further believe this is the first time this issue has been brought to the manager's attention -- "oh, gosh, this is news to me. I'm just going on what our 'staff expert' told me"? Puh-thetic!