It is not just the "front desk" - they will not call the hotel at all (I think unless it is same day or urgent)! This is a serious downgrade is service IMHO.

The ability to get answers to questions (transportation options that should be on the website but are not is an example) was an extremely valuable service for me and one that makes me rethink my loyalty choice!

This coupled with platinum agents who barely speak or understand English has led me to book away from Starwood on some occasions. If I'm not getting the service I expect I won't pay the higher rates these hotels require.