Westin Riverwalk San Antonio, Texas [Master Thread]
Jan 5, 2010, 9:46 am
#61
Join Date: Dec 2008
Location: DC and Texas
Programs: Delta,SPG, Hyatt
Posts: 543
On the decline??
Spent NYE here. I am moving all my downtown stays to Sheraton on Houston street or Hotel Valencia.
One shower head didnt work. Furniture is worn. Hair on bed. Outlet was hanging. Was upgraded prior to stay, got to hotel at 5pm...room not ready for 1 hour, took what was available cause we needed to get ready.
No welcome amenity...but didnt worry about it since we were in a rush.
I used to love this place, and always made sure overflow out-of-town guests stay there, but that was my and my guest's last stay at the Westin Riverwalk.
One shower head didnt work. Furniture is worn. Hair on bed. Outlet was hanging. Was upgraded prior to stay, got to hotel at 5pm...room not ready for 1 hour, took what was available cause we needed to get ready.
No welcome amenity...but didnt worry about it since we were in a rush.
I used to love this place, and always made sure overflow out-of-town guests stay there, but that was my and my guest's last stay at the Westin Riverwalk.
Jan 5, 2010, 10:16 pm
#62
Join Date: Sep 2008
Location: Alcatraz
Programs: CO-PLT,Hilton Diamond, Hyatt Diamond, SPG Platinum, Marriott Silver, AA ex Platinum, Avis 1st
Posts: 544
Spent NYE here. I am moving all my downtown stays to Sheraton on Houston street or Hotel Valencia.
One shower head didnt work. Furniture is worn. Hair on bed. Outlet was hanging. Was upgraded prior to stay, got to hotel at 5pm...room not ready for 1 hour, took what was available cause we needed to get ready.
No welcome amenity...but didnt worry about it since we were in a rush.
I used to love this place, and always made sure overflow out-of-town guests stay there, but that was my and my guest's last stay at the Westin Riverwalk.
One shower head didnt work. Furniture is worn. Hair on bed. Outlet was hanging. Was upgraded prior to stay, got to hotel at 5pm...room not ready for 1 hour, took what was available cause we needed to get ready.
No welcome amenity...but didnt worry about it since we were in a rush.
I used to love this place, and always made sure overflow out-of-town guests stay there, but that was my and my guest's last stay at the Westin Riverwalk.
Room keys don't work, front desk severely under-manned. WHAT HAPPENNED???
Bet they have some young Mr. Know-it-all as a new manager. This place is worse than Sheratons! An embarrassment to Starwood!!!!!!!!!!!!!!!!
My stays for less money will be at the GRAND HYATT down the street. EXCELLENT in every facit. Treat Diamonds like you would expect. Carpet and furnishings in excellent shape. Top notch service.
Jan 23, 2010, 5:48 pm
#63
Join Date: Feb 2002
Posts: 3,904
Well I went back again. 3 rooms booked for 1 night.
Upon arrival at 3pm, 2 of the 3 rooms were ready. One was a jr. suite connecting with another room.
Room #3 wasn't ready until after 5pm.
They said it was because of being 100% the night before, some rooms out of service and a late check-out for an NBA team.
As a Platinum, I thought it was within my rights at 3pm to ask them to call housekeeping for a priority cleaning for room #3.
They were not real pleased, but did agree to do this or so they said.
Upon arrival at 3pm, 2 of the 3 rooms were ready. One was a jr. suite connecting with another room.
Room #3 wasn't ready until after 5pm.
They said it was because of being 100% the night before, some rooms out of service and a late check-out for an NBA team.
As a Platinum, I thought it was within my rights at 3pm to ask them to call housekeeping for a priority cleaning for room #3.
They were not real pleased, but did agree to do this or so they said.
Apr 27, 2010, 3:24 pm
#64
Join Date: Apr 2003
Location: IAD
Programs: Free Agent
Posts: 1,937
Am at the Westin right now. Hotel occupancy level is very high, and my room wasn't available until 3pm. Prior to checking in, I noticed that junior suites were available. I wasn't given one until I asked, but it wasn't ready. I went online and saw that my reservation was changed accordingly. Several hours later, it reverted back to a normal King. Apparently in the interest of getting me in my room, somebody had downgraded me, rather than calling housekeeping and having them expedite it. I was offered the junior suite still, but they told me that it would be at least another hour. I declined and the front desk staff gave me 500 points for my trouble.
To my surprise, it appears that the hotel is giving breakfast vouchers to Plats - "...welcomes our SPG Platinum Guest to Complimentary Breakfast in Zocca $17.50 per person up to 2 guests (gratuity excluded)". Nice!
The King Deluxe room is pretty much Westin standard, and is much larger than the Sheraton. I'll probably choose the Westin for future stays.
To my surprise, it appears that the hotel is giving breakfast vouchers to Plats - "...welcomes our SPG Platinum Guest to Complimentary Breakfast in Zocca $17.50 per person up to 2 guests (gratuity excluded)". Nice!
The King Deluxe room is pretty much Westin standard, and is much larger than the Sheraton. I'll probably choose the Westin for future stays.
May 16, 2010, 6:11 pm
#65
Join Date: Sep 2002
Location: Heading to Costco for more popcorn...
Programs: UA 1K 2MM Flier, SPG Plt, Hilton Dia
Posts: 8,461
As promised in AUS... ;)
My experiences at this property don't reflect the many negative comments that have been posted here; it's actually one of my favorite SPG properties. As a PLT staying here 4-6 times/year for the past few years, I've not yet had a stay where I wasn't upgraded to Jr. Suite. I've had a few stays when the room wasn't ready until 4 or 5, or I couldn't have a check-out later than 2 because of occupancy issues, but it's never been something I've found to be intolerable or something that would drive me to a different property. Rooms (IME) have always been clean and well-maintained, and any questions or issue has always been resolved quickly. Valet parking, no matter how crazy busy they are, is always good IME with both timing and great attitudes.
The only issue I've had consistently is that more often than not my PLT amenity doesn't post despite it being mentioned at check-in (unless my angel at the front desk is the one to check me in, which is when it shows up like clockwork). I miss the bottles of comp water in the room and hope to see those return someday. However, I was pleased to see with my last stay that the PLT welcome letters are back and include comp'd breakfast for two, and my last stay also included a cert for a comp beverage (for two people) in the bar.
The only issue I've had consistently is that more often than not my PLT amenity doesn't post despite it being mentioned at check-in (unless my angel at the front desk is the one to check me in, which is when it shows up like clockwork). I miss the bottles of comp water in the room and hope to see those return someday. However, I was pleased to see with my last stay that the PLT welcome letters are back and include comp'd breakfast for two, and my last stay also included a cert for a comp beverage (for two people) in the bar.
May 16, 2010, 7:48 pm
#66
Join Date: Dec 2008
Location: DC and Texas
Programs: Delta,SPG, Hyatt
Posts: 543
My experiences at this property don't reflect the many negative comments that have been posted here; it's actually one of my favorite SPG properties. As a PLT staying here 4-6 times/year for the past few years, I've not yet had a stay where I wasn't upgraded to Jr. Suite. Rooms (IME) have always been clean and well-maintained, and any questions or issue has always been resolved quickly.
I miss the bottles of comp water in the room and hope to see those return someday. However, I was pleased to see with my last stay that the PLT welcome letters are back and include comp'd breakfast for two, and my last stay also included a cert for a comp beverage (for two people) in the bar.
I miss the bottles of comp water in the room and hope to see those return someday. However, I was pleased to see with my last stay that the PLT welcome letters are back and include comp'd breakfast for two, and my last stay also included a cert for a comp beverage (for two people) in the bar.
-singtx
Jun 8, 2010, 6:32 am
#67
Join Date: Mar 2010
Posts: 16
Upgrade Tips?
I'm staying here from July 9-11. I made the reservation online, and I specifically asked if I was getting the best rate possible, and I was told I was. I even specifically asked if there were better rates online. I was given a rate of $191/nt. Turns out, the next day (Monday) I do a quick search online and find myself at visitsanantonio.com and they have a promotion code for the exact same room at $149/nt. I am working with the hotel now, waiting for them to call me back. I would like them to accept the lower rate and make good on their guarantee.
Anyway, I hope that gets figured out. Not the reason for me post, but felt the need to vent a bit. Anyone stay at this hotel before? I'm staying and celebrating my 3 yr anniversary and would like to make it special. Any tips for upgrade room? Right now I'm in a standard city view room, but would love a riverwalk room. Thanks in advance for any advice!
Anyway, I hope that gets figured out. Not the reason for me post, but felt the need to vent a bit. Anyone stay at this hotel before? I'm staying and celebrating my 3 yr anniversary and would like to make it special. Any tips for upgrade room? Right now I'm in a standard city view room, but would love a riverwalk room. Thanks in advance for any advice!
Jun 8, 2010, 7:28 am
#68
Join Date: Dec 2008
Location: DC and Texas
Programs: Delta,SPG, Hyatt
Posts: 543
I'm staying here from July 9-11. I made the reservation online, and I specifically asked if I was getting the best rate possible, and I was told I was. I even specifically asked if there were better rates online. I was given a rate of $191/nt. Turns out, the next day (Monday) I do a quick search online and find myself at visitsanantonio.com and they have a promotion code for the exact same room at $149/nt. I am working with the hotel now, waiting for them to call me back. I would like them to accept the lower rate and make good on their guarantee.
Anyway, I hope that gets figured out. Not the reason for me post, but felt the need to vent a bit. Anyone stay at this hotel before? I'm staying and celebrating my 3 yr anniversary and would like to make it special. Any tips for upgrade room? Right now I'm in a standard city view room, but would love a riverwalk room. Thanks in advance for any advice!
Anyway, I hope that gets figured out. Not the reason for me post, but felt the need to vent a bit. Anyone stay at this hotel before? I'm staying and celebrating my 3 yr anniversary and would like to make it special. Any tips for upgrade room? Right now I'm in a standard city view room, but would love a riverwalk room. Thanks in advance for any advice!
Make a BRG claim via SPG.com
With the money you save upgrade to a better room or use points.
Great location and you have a million places to have happy hour...all walkable.
Jun 8, 2010, 7:58 am
#69
Join Date: Mar 2010
Posts: 16
Jun 9, 2010, 10:47 pm
#71
Join Date: Mar 2010
Posts: 16
Frustrated
This has been extremely frustrating. I went ahead and filled out the BRG form and received this response:
" I have reviewed the rates for The Westin Riverwalk, San Antonio for the dates of your claim on our website and found a rate of 191.20USD which is lower than the rate of 196.25USD found on VisitSanAntonio.com. Since the rate is lower on our website,
For complete program details of the Best Rate Guarantee program please visit our website.
Please remember that associates, do not have access to any rates that are on competing websites.
I was unable to locate another file that was sent to the hotel from your previous conversation. I would suggest contacting the hotel back directly, by asking for the front desk, and inquire about your previous case that they have for you. You may contact them at 212-224-6500. I apologize for any inconvenience this may have caused you.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,
Becky Myles
Best Rate Guarantee Specialist
E-Communications Department
Starwood Hotels & Resorts Worldwide "
I do not understand this response. I can go to visitSanAntonio right now and see the $149 rate for the exact dates with the exact room. This is my response:
"Becky-
I am confused. I just went on visitsantonio.com and put in the exact dates July 9th-11th and I found the exact room with the room rate of $149. I have no idea where the 196.25USD is coming from. I have attached a screenshot from visitsanantonio that shows the room rate of $149USD which brings the total to $347USD with taxes.
I believe I have done everything I can do here. I do not know why there is no record of me speaking with the hotel. I have the representatives name at work and I will be contacting her back, as well as the general manager of the hotel Jim Hogg.
As a paying guest I should not have to go out of my way like this for Starwood to honor its best rate guarantee. This is poor customer service in my opinion. If there are any further questions, please call me at xxx-xxx-xxxx."
I will wait for a response now.
" I have reviewed the rates for The Westin Riverwalk, San Antonio for the dates of your claim on our website and found a rate of 191.20USD which is lower than the rate of 196.25USD found on VisitSanAntonio.com. Since the rate is lower on our website,
For complete program details of the Best Rate Guarantee program please visit our website.
Please remember that associates, do not have access to any rates that are on competing websites.
I was unable to locate another file that was sent to the hotel from your previous conversation. I would suggest contacting the hotel back directly, by asking for the front desk, and inquire about your previous case that they have for you. You may contact them at 212-224-6500. I apologize for any inconvenience this may have caused you.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,
Becky Myles
Best Rate Guarantee Specialist
E-Communications Department
Starwood Hotels & Resorts Worldwide "
I do not understand this response. I can go to visitSanAntonio right now and see the $149 rate for the exact dates with the exact room. This is my response:
"Becky-
I am confused. I just went on visitsantonio.com and put in the exact dates July 9th-11th and I found the exact room with the room rate of $149. I have no idea where the 196.25USD is coming from. I have attached a screenshot from visitsanantonio that shows the room rate of $149USD which brings the total to $347USD with taxes.
I believe I have done everything I can do here. I do not know why there is no record of me speaking with the hotel. I have the representatives name at work and I will be contacting her back, as well as the general manager of the hotel Jim Hogg.
As a paying guest I should not have to go out of my way like this for Starwood to honor its best rate guarantee. This is poor customer service in my opinion. If there are any further questions, please call me at xxx-xxx-xxxx."
I will wait for a response now.
Jun 10, 2010, 3:49 pm
#72
Join Date: Mar 2010
Posts: 16
Response from BRG
Here is the response that I recieved:
When I processed your claim for the dates of July 9th - July 11th, 2010 for The Westin Riverwalk, San Antonio, which was provided on your claim form, the rate that was located was 196.25USD plus tax.
Internet rates and availability are time and date sensitive and therefore subject to change. In order to approve a Best Rate Guarantee claim we must be able to independently verify the availability of a Competing Rate.
The Best Rate Guarantee Department is only able to verify the rates available on both the Competing website and our own website at the time of processing. We do not have the ability to verify a rate that was available prior to this time. As your claim was processed in the time frame allowed and it appears that rates and availability had changed, I am unable to approve your claim. I apologize for any inconvenience this may have caused you.
I have checked the competing website again for you and the rate is still showing at 196.25USD plus tax.
For complete program details, please refer to the terms and conditions of the Best Rate Guarantee program and please visit our website.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,
Becky XXXX
I am at a loss as to what to do. Is the Starwood Lurker present in the forum for advice? Can anyone else offer advice? Unfortunately I was not contacted by phone as I requested, and was not given a phone number as I requested.
When I processed your claim for the dates of July 9th - July 11th, 2010 for The Westin Riverwalk, San Antonio, which was provided on your claim form, the rate that was located was 196.25USD plus tax.
Internet rates and availability are time and date sensitive and therefore subject to change. In order to approve a Best Rate Guarantee claim we must be able to independently verify the availability of a Competing Rate.
The Best Rate Guarantee Department is only able to verify the rates available on both the Competing website and our own website at the time of processing. We do not have the ability to verify a rate that was available prior to this time. As your claim was processed in the time frame allowed and it appears that rates and availability had changed, I am unable to approve your claim. I apologize for any inconvenience this may have caused you.
I have checked the competing website again for you and the rate is still showing at 196.25USD plus tax.
For complete program details, please refer to the terms and conditions of the Best Rate Guarantee program and please visit our website.
Your interest in our Best Rate Guarantee is appreciated and we welcome any claims you may submit in the future. The Best Rate Guarantee form is located here.
Best Regards,
Becky XXXX
I am at a loss as to what to do. Is the Starwood Lurker present in the forum for advice? Can anyone else offer advice? Unfortunately I was not contacted by phone as I requested, and was not given a phone number as I requested.
Jun 10, 2010, 3:58 pm
#73
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Might be time to speak to someone over the phone, but the message might be the same. The phone number is on the BRG web site in the Terms and Conditions of the BRG: 1-866-500-0368.
Good luck.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Good luck.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 14, 2010, 8:18 am
#75
Join Date: Jul 2002
Location: New Orleans, AA EXP, DL PM, SPG PLT, HH Diamond
Posts: 3,750
We stayed at this property last month and enjoyed our stay. The location is excellent. The only complaint that I have is that the breakfast buffet is not as good as it should be (perhaps it's better on the weekend) as well as the service at the restaurant.