Posted by jpaschel:
“I’m sorry, we usually only upgrade platinums to those rooms and anyway we are completely full up there.” After explaining that we had reserved these rooms weeks ago, I produced a copy of my reservation. Clerk looks at it, shaking her head disapprovingly, and says “This must be a mistake because we never sell these rooms, you must be a platinum to stay there”
Me: “Well, your website certainly sells these rooms”
Clerk: “What website, we do not have a website”
And so forth. Short story is that as a full fare paying guest I was downgraded against my wishes—a first in my travel experiences.
Sorry that this happend to you.
This clerk was the wrong man at the wrong place at the wrong time. I would have immediately ask for a supervisor/manager. Now, after all happened, you should write a letter to the hotel, Starwood customer service.
BTW, I stayed at the Omni in Interlocken, just outside Denver. The staff was the friendliest I ever had in a US hotel .. and also very helpful. Great hotel too!