Originally Posted by margarita girl

Well, it’s time to walk back all my previous reviews of this hotel’s treatment of Elite guests. I’ve said multiple times that if this hotel has a suite available, they will upgrade Elite guests. I estimated my success rate at 90-95% of the time and I never used SNAs. I am here 3-4 times per year. I was here multiple times during the renovations (and construction noise) and I was here during the strike. I’ve given them nothing but 5 star reviews on TA. My last trip was in mid-Sept 2021 and at check-in, I was told there were no suites, but to check back the next morning and they should be able to offer me one. Myself and 2 other friends (all Titaniums) were all upgraded to Kai Suites with zero pushback.

Fast forward to Jan 2022. I was surprised at the variety of suites available for the duration of my stay (Malia, Kai and Ohana). I didn’t even bother asking for a suite via Chat as I know they never assign suites before check-in. I could see that I had been pre-upgraded to an ocean front room from my city view room which is the standard pre-upgrade for Elites. At check-in, I politely asked if there were any suites available. I was told no. I said I could see lots on the website, and the FDA said they weren’t available for “complimentary” upgrades.

I asked to speak to a FD Mgr who repeated the same info. I pointed out that I was a regular guest (including the strike and construction). No exceptions. He even said that there were notes on my file that I had been advised during my Sept stay that I would no longer be offered full breakfast nor suite upgrades. Maybe breakfast, but there was no pushback for the suite upgrade on my last visit. When I expressed my disappointment, the mgr said he would take note and pass on my comments to the higher ups.

So there you have it, the complete Bonvoying of a former, excellent Starwood property that used to excel at Elite recognition thanks to its previous GM, Kelly Sanders.