Originally Posted by
PresRDC
That was my first thought, so I called back and the second agent, who seemed like a genuinely helpful person, confirmed that it is a new policy.
This is a relatively new policy, but there is nothing to prevent a Platinum Concierge associate from sending the hotel a property communication form. Once received, the property is required to take action within 72 hours, even contacting you directly if required. In my mind, it is better than calling the hotel. For one, it is documented and leaves a virtual paper trail. For another, the property communication form - if entered correctly - is sent to the person who actually needs to take action on the request at the property level.
I can't think of a single thing that actually makes placing a phone call to the hotel a better option, but I understand having to give up a tried and true former protocol can be uncomfortable at first.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]