Originally Posted by
Starwood Lurker
No. The
web site's terms of use states: Requests for specific features such as bedding type or non-smoking rooms are simply that, and while most Properties will strive to honor Your requests, neither Starwood nor the Property guarantee that Your request will be honored.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
I hope you're not suggesting that SPG considers booking and paying for a suite rather than a deluxe room (as OP did here) as simply a "request" that properties can ignore.
Quite frankly, the hotel and ambassador's responses are insulting. I'd give the hotel one more chance to offer reasonable compensation and, failing that, stop booking at the hotel and tell everyone I know to avoid the place. I'd also ask for a new ambassador.