Originally Posted by jammanxc

I just joined the forums a few days ago but I've been lurking over here for the past few months. I've read and learned a lot about Starwood using this forum. I'll be here to contribute to our discussions etc. Okay, time to tell you why I have been frustrated with SPG and the WESTIN Casurina and Spa Hotel in Vegas.. BTW: I'm SPG Gold.

So it all started a month ago when I made a reservation for one room for 2 double beds for stays on June 30- July 3rd (3 nights, 4 days). Later that day, I found out that I needed to reserve an additional room of the same (with 2 double beds). I reserved both rooms using the online reservations using the X3M promotion of (Buy 2 nights get 1 Free).

A week later, I called SPG Reservations and told them I wanted the two rooms adjacent to one another so they combined both reservation numbers and sent that to the hotel. One minute later after I got off the phone with the SPG CSR, I received a confirmation e-mail for my 2nd room reservation and it lists a "King Bed." But I was suppose to have two double beds in the 2nd room I booked online. (sorry if this gets too confusing, hope it isnt)

So, I was angered and called the SPG reservation hotline again and told them why wasn't I notified that my room was changed! I was furious and they transferred me to the hotel and they couldn't do anything but transfer me AGAIN back to a SPG CSR. Now, the SPG CSR will personally notify the hotel he claims and correct it.

A week later, I check back with SPG reservations to confirm that the change of the 1 king bed to the 2 double beds were changed. At this time, I was not going to trust SPG any longer... turns out that the bed was STILL a 1 King bed! I told the CSR that the previous CSR contacted the hotel and she told me that the change was not reflected. So she personally told me that she would call the hotel directly. At this point, I got off the phone.

A few days ago, I directly called the Westin Casurina Hotel and Spa in Las Vegas to confirm the two confirmation #'s for the two rooms. I told her my first reservation number and she quickly matched it on her computer. However when i told her my second confirmation number, she told me that the 2nd number did not match with her computer. Angered, I called SPG to confirm my two reservation numbers and they quickly found both in thier computers. Now at this point, I'm wondering why wouldn't the 2nd confirmation number show up at the Westin hotel? I asked the SPG CSR, "What happens if I check in on June 30th and I only get one room?" She told me to tell the hotel and to call SPG at once. She told me that it was strange indeed. I also asked her to re-send me both confirmation e-mails for the two reservations.

I found another discrepency with one of the e-mails. The promotion code of X3M, buy 2 nights get 1 free WAS NOT APPLIED. At this point, I was steaming and tired of calling, but I didn't want to give up so soon.

I wasn't getting anywhere with that CSR, so I called the same number on the back of my SPG gold card to talk to another CSR... Told them everything I said from the beginning and he said that he would take it up to the hotel.

So this is where I am... the last CSR told me to call the hotel to see if they received the memo , etc.


At this point, I don't know what to think of SPG and their online reservation system. Everything is messed up with promotions. Good thing I have my first two confirmation e-mails when I reserved both rooms stating in fact that both promo codes were accepted.

William, any help here? Am I entitled to any compensation at all from SPG?