DallasEsq

They should change the name to "Larger Guest Room Night Awards"

bocastephen

I believe they used to track that and reward it - until they were dinged by Marriott, hence the defection of most of the staff that made this property so wonderful. Repeat guests at an Elite tier should be given better treatment for upgrades and other extras not offered to other guests, but with the hostility of Marriott towards customers, and the refusal to rock the boat by the Japanese franchisee, it appears better to just dumb down the product for everyone across the board.

edgewood49

No truer words have been spoken.

spgplatfromchitown

Just returned. Yes, I asked mid-stay a couple of times. The employees behind the "Chat" feature on the APP were much nicer (and polite) than the front desk. The front desk staff were just plain nasty. No smiles and they act like you should be grateful for them allowing you to stay at the property.

We used our SNA for the entire stay but never were upgraded to a suite. They need to change the name of the award. We did get an oceanfront deluxe room. We never used anything from the resort fee menu. We tried to make a lei making appointment but they must have like 2 slots available because we could never get a reservation.

They wanted to charge us $120/day for our 18-year-old daughter which came to $840 for a 7-night stay. I used the chat and asked them to remove the fee. We were ready to leave and check in the Sheraton Princess down the street for less than the $120 they wanted to charge just for our daughter. They ended up removing the charge.

We long for the days for our platinum titanium chairs at the pool, Jones' hospitality, Kelley Sanders, and the Lounge! Gone are the good old days! The killer was you couldn't have coffee and juice for the plat breakfast unless you wanted to pay extra. Give me a break! This hotel had come down to nickel and diming their loyal guests. Very sad!

spgplatfromchitown

This was the room we just upgraded to "Large Luxury Suite" we took it because our SNA's were expiring however, it was not impressive at all!

edgewood49

That's two post in a row that garners " No truer words have been spoken"

margarita girl

Is that the room with 3 beds in a row like a dorm? If yes, I agree. Terrible room.

Kacee

While this is now the highest category room in the SNA pool, it doesn't have "suite" in the name. They call it "Large Luxury Larger Guest room." Classic example of a property dumping a known-to-be-undesirable room into the SNA pool. Really just a dirty trick on elites who think they'll be getting a better room as a reward for loyalty. Properties that do this should be ashamed of themselves.

bocastephen

This move by the hotel isn't even funny - it really needs to be reported and escalated. These are the old Japanese group tour dorm rooms, some with 3 beds, some have more, IIRC some of the rooms had 5 twin beds stuffed inside - they are all small beds and were designed for groups on JTB and similar tours who were sharing rooms. To call these rooms luxury in any stretch, is beyond insulting because they are essentially hostel rooms, not even hotel rooms.

They need to be an end to this, pronto!

spgplatfromchitown

yes, it was the dorm room. Every time I think this hotel can't get worse, it does! For pete's sake, not being able to get coffee AND juice for the continental breakfast? So ridiculous.

edgewood49

"How low can you go" !! If one listened or read Mr. Capuano's comments regarding his franchise ownership groups it was more or less a green light to run their own show rather than toe the line which was reported by a number of travel bloggers of note.

It's sad that GM's are taking these steps all the while raising redemption rates which I believe we haven't seen the worse yet. Maybe when things settle down a year or two from now things will come back to some form of normal.

Thank you "equity capital"

Maybe the Marriott lurker will bring back orange juice to the Sheraton. We can always vote down Marriott this time around !

bocastephen

Remember there is an important difference here - running your own show means you can disregard basic franchise requirements for service BUT you cannot enhance your services above Marriott standards for a select category of customer, ie Elite, frequent guests, etc.

anteater

edit: I received a detailed reply.

• The suites have club access and because the club lounge is closed, they are not currently in the SNA pool.
• The suites are considered a higher class than a Standard Suite.
• The hotel is re-aligning itself with respect to complimentary elite upgrades and potential paid upgrade revenue potential.

edgewood49

And this race to the bottom is still not close to be over with. Gotleib has said the pandemic is over yet we are getting boosters and frankly this will continue so hotels in Hawaii are still not out of the woods, yet

bocastephen

number 1 came out of a cow’s behind and number 3 seems to indicate they will arbitrarily block all complimentary and SNA upgrades using some nonsense excuse so they can sell the room upgrades instead. Marriott, of course, will do absolutely nothing.