My friend and I each have AmEx SPG Business accounts, each of us has been denied Club Access in our last two stays.
Back in April I booked, and we stayed at the Sheraton Columbia Town Center, Maryland and were denied club access. When I got home, I sent an email to Starwood, via their contact page (
http://www.starwoodhotels.com/corpor...language=en_US) and received the below apology and 2000 SPG points. I've redacted names.
Please accept my deepest apologies on behalf of all of us and we will add 2,000 spg points for the inconsistency which you experienced.
The Club access from American Express is something which we can re-train our Front Desk to better engage when an issue arises. The consumer version is the card which provides the Club access and when American Express makes the reservation they are to set it up to where it automatically comes up in the reservation which we view as club access granted. This was not in your reservation, but we should have asked for the correct credit card upon check-in which then we should have provided the privilege.
Sincerely,
xxxxx
General Manager
Sheraton Columbia Town Center`
Then last week, my friend booked, and we stayed at the Sheraton Laval, Quebec, and once, again, we were denied club access. This time the Manager telling us club access was $50 more. My friend sent an email to customer support.
Although the booking wasn't in my name, since this is the second time it's happened to me, I also sent an email to Starwood.
Comments: I stayed at this hotel with a friend, xxx, who made the booking under his name. He, like me, has an american express spg business card, which entitles us to club access when booking directly with sheraton, which we did. We inquired about the club access at check in and were told that we were not eligible. we showed the desk agent the terms and he went to get his manager. the manager came out and told us that club access was $50 more. this is clearly not what the terms of the american express spg business card, which state that any bookings made directly with sheraton are given club access. please see "benefit terms" at the bottom of this page.
https://www.americanexpress.com/us/c...referred-guest
Now they say I need 30k spend on the card for Gold Status, to get Club Access.
Here's the reply I got (names redacted):
Thank you for your email to Starwood Hotels & Resorts Worldwide regarding inaccessibilty to club lounge. It is always a pleasure to assist our Starwood Preferred Guests.
I would like to apologize for the inconvenience cause to you with respect to your stay at Sheraton Laval Hotel, please be informed a Customer Service File regarding your concern was already been opened by xxx and after investigation Ms. xxxx (Front Desk Associate) confirmed that per the term and condition, Spg Gold status is required (and get club access) and the guest need to spend 30,000 $ or more in eligible purchases on the card in a calendar year. For more clear details regarding the promotion you can contact American express.
Mr. xxx, if you require any further assistance please feel free to reply to this email and I will be glad to help you. I wish you a lovely day ahead.
Best Regards,
xxxx
Associate, Starwood Preferred Guest
Starwood Hotels & Resorts Worldwide, LLC
For reference, here's the AmEx Terms:
https://www.americanexpress.com/us/small-business/credit-cards/starwood-business-credit-card
https://www.americanexpress.com/us/c...referred-guest
Where do I go from here to escalate this?