Four Points at LAX Los Angeles Airport [Master Thread]
May 16, 2013, 10:00 am
#556
Company Representative - Four Points by Sheraton LAX
Join Date: Jan 2012
Location: SBE - GM Four Points by Sheraton LAX
Posts: 133
First off, I want to say I've stayed here several times in the past and had no real complaint. However, last night my in-laws were delayed in DFW due to the storms and decided to get a hotel at LAX instead of having us come pick them up at what was looking to be after 2am. Being the 'designated travel advice' person in the family, I did a quick search and found that there were rooms available at the 4-points for the night, and they called and made a reservation at about 9-9:30 pm pacific time (also explaining they would be checking in very late as they were on a delayed flight).
This morning, I get woken up at 5 am to them calling from a cab 10 mins from my house.
Apparently when they arrived at the hotel, they were told they didn't have a reservation, and there were no rooms and no way to get one ready for them. Their reservation had been mistakenly made for the following night. Further, they felt they were not treated with courtesy by the staff, and when they asked if they could wait in the lobby until they could reach us to come get them, they were told they had to leave. In the middle of the night.
At no time did the staff offer to call one of the other Starwood properties, or any other of the hotels nearby, to see if they had a room. So, in the middle of the night, my in-laws took a (not cheap) cab all the way to long beach after over 24 hours of travel.
Frankly, I'm amazed as this is not the service I've received from this property in the past, or really any Starwood in recent memory. Was it because of the timing? Should they have somehow made it more clear?
This morning, I get woken up at 5 am to them calling from a cab 10 mins from my house.
Apparently when they arrived at the hotel, they were told they didn't have a reservation, and there were no rooms and no way to get one ready for them. Their reservation had been mistakenly made for the following night. Further, they felt they were not treated with courtesy by the staff, and when they asked if they could wait in the lobby until they could reach us to come get them, they were told they had to leave. In the middle of the night.
At no time did the staff offer to call one of the other Starwood properties, or any other of the hotels nearby, to see if they had a room. So, in the middle of the night, my in-laws took a (not cheap) cab all the way to long beach after over 24 hours of travel.
Frankly, I'm amazed as this is not the service I've received from this property in the past, or really any Starwood in recent memory. Was it because of the timing? Should they have somehow made it more clear?
Where we fell down...and I just read your post at our morning line-up meeting...was in the lack of understanding and compassion. It's not easy selling every room in a hotel, and the burden falls on the graveyard team. No matter how tired and stressed they are they should still be able to take a deep breath and look at people as if they were their parents. We did sell every room, BUT we should have allowed them to stay in the lobby, brought them something to drink or eat, and called the hotels next door or down the street.
Frankly I'm pissed at the way we handled this.
If you want you can PM me with their names and I can sort out what happened to the reservation.
My apologies!
Phil
Last edited by PhilFPLAXGM; May 16, 2013 at 10:08 am Reason: hit post without writing anything
May 16, 2013, 10:22 am
#557
Company Representative - Four Points by Sheraton LAX
Join Date: Jan 2012
Location: SBE - GM Four Points by Sheraton LAX
Posts: 133
There are plenty of details about their travel situation, such as who wanted to actually call the hotel, that weren't really relevant to my post, so I didn't feel the need to take up more forum space with them. They are well-traveled, and make their own arrangements all the time. They just asked me to give a few phone numbers so they could make a plan when they knew about their flight.
It was a simple transaction, really. Which is why I was very surprised at the outcome.
I'm not usually the type to complain just for the sake of complaining, (as prevalent as this is online) but this was an uncharacteristic experience.
If there is some rule or known issue with very late night/early check-ins, it would be good to know for the future.
It was a simple transaction, really. Which is why I was very surprised at the outcome.
I'm not usually the type to complain just for the sake of complaining, (as prevalent as this is online) but this was an uncharacteristic experience.
If there is some rule or known issue with very late night/early check-ins, it would be good to know for the future.
May 16, 2013, 10:29 am
#558
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Just a quick note on the "known issue". Perhaps someone here or the Starwood lurker can comment on making reservations for the same day after 9 pm. I've heard comments in the past from my frequent guests regarding issues caused by when the date changes on the Starwood reservation system.
Still, if a guest arrives saying that they made a reservation and it cannot be found by the staff on duty, they can reach out to the Customer Contact Center (CCC) for assistance to confirm the booking was made.
IIRC, if a guest were to call into the CCC after midnight, hotel-time, associates are instructed to ask the guest to call the hotel directly at that point. I don't think the web will even allow you enter dates for the night before.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Last edited by Starwood Lurker; May 16, 2013 at 10:34 am
May 16, 2013, 10:32 am
#559
Join Date: Jan 2010
Location: Los Angeles
Programs: AA EXP, SPG PLT, Carlson/HHonors GLD, National Ex, Hertz Gld, AMEX Plat
Posts: 344
I'll take responsibility for this one. I've booked the wrong day on red eye flights twice. Once on the way to the Super Bowl in Miami. The Delta Supervisor didn't have an understanding or compassionate bone in her body. I know personally what the cold sweat feels like.
Where we fell down...and I just read your post at our morning line-up meeting...was in the lack of understanding and compassion. It's not easy selling every room in a hotel, and the burden falls on the graveyard team. No matter how tired and stressed they are they should still be able to take a deep breath and look at people as if they were their parents. We did sell every room, BUT we should have allowed them to stay in the lobby, brought them something to drink or eat, and called the hotels next door or down the street.
Frankly I'm pissed at the way we handled this.
If you want you can PM me with their names and I can sort out what happened to the reservation.
My apologies!
Phil
Where we fell down...and I just read your post at our morning line-up meeting...was in the lack of understanding and compassion. It's not easy selling every room in a hotel, and the burden falls on the graveyard team. No matter how tired and stressed they are they should still be able to take a deep breath and look at people as if they were their parents. We did sell every room, BUT we should have allowed them to stay in the lobby, brought them something to drink or eat, and called the hotels next door or down the street.
Frankly I'm pissed at the way we handled this.
If you want you can PM me with their names and I can sort out what happened to the reservation.
My apologies!
Phil
Thank you for your information and professionalism! This is the kind of attention and concern I know from past experience, which is why I was surprised at hearing the story from them in the first place. I will send you the details so we can see what happened.
-CA
May 16, 2013, 12:41 pm
#560
Company Representative - Four Points by Sheraton LAX
Join Date: Jan 2012
Location: SBE - GM Four Points by Sheraton LAX
Posts: 133
Generally-speaking, it should only be a problem after midnight, hotel-time, but there can be a delay in properties receiving reservations, depending upon whether it is IPS-converted or not. Non-IPS properties have to manually download their reservations, I believe, so they are asked to do so at intervals throughout the day.
Still, if a guest arrives saying that they made a reservation and it cannot be found by the staff on duty, they can reach out to the Customer Contact Center (CCC) for assistance to confirm the booking was made.
IIRC, if a guest were to call into the CCC after midnight, hotel-time, associates are instructed to ask the guest to call the hotel directly at that point. I don't think the web will even allow you enter dates for the night before.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Still, if a guest arrives saying that they made a reservation and it cannot be found by the staff on duty, they can reach out to the Customer Contact Center (CCC) for assistance to confirm the booking was made.
IIRC, if a guest were to call into the CCC after midnight, hotel-time, associates are instructed to ask the guest to call the hotel directly at that point. I don't think the web will even allow you enter dates for the night before.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 16, 2013, 12:49 pm
#561
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 16, 2013, 2:04 pm
#562
Company Representative - Four Points by Sheraton LAX
Join Date: Jan 2012
Location: SBE - GM Four Points by Sheraton LAX
Posts: 133
Are you IPS-converted? If so, the reservation should have been sent to the property within minutes. If it wasn't, then you might want to open a ticket with CSC (Service Now) to see why there was a delay.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 16, 2013, 3:50 pm
#563
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 19, 2013, 3:19 pm
#564
Suspended
Join Date: Mar 2004
Posts: 591
I am going to have basically a full day to kill here. Just wondering will the pool bar be open a Thursday in June assuming its good weather? Are there any other bars or things of interest walking distance from the hotel? How was the fitness center? I don't feel like renting a car or taking a public bus probably just wondering whats close if anything.
May 19, 2013, 4:04 pm
#565
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I am going to have basically a full day to kill here. Just wondering will the pool bar be open a Thursday in June assuming its good weather? Are there any other bars or things of interest walking distance from the hotel? How was the fitness center? I don't feel like renting a car or taking a public bus probably just wondering whats close if anything.
May 19, 2013, 7:05 pm
#566
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,404
William: for those of us who live on the West Coast this is a problem. Often times after 9PM Pacific Time, SPG.com or the other brand websites simply won't let you book a room for that night, or only at certain properties. IMHO, Starwood is leaving revenue on the table with this system limitation.
May 20, 2013, 10:13 am
#567
Company Representative - Four Points by Sheraton LAX
Join Date: Jan 2012
Location: SBE - GM Four Points by Sheraton LAX
Posts: 133
I am going to have basically a full day to kill here. Just wondering will the pool bar be open a Thursday in June assuming its good weather? Are there any other bars or things of interest walking distance from the hotel? How was the fitness center? I don't feel like renting a car or taking a public bus probably just wondering whats close if anything.
Not much within easy walking distance. There is a shuttle to Manhattan Beach that leaves from in front of the Marriott called the Ocean Express. Round trip is $5 and there are plenty of places near the Manhattan Beach Pier to spend time.
Thanks for your business!
Best!
Phil
May 21, 2013, 8:16 am
#568
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,003
On the advice of others in this thread I contacted Phil directly and was quite pleased with his prompt offer to toss in a sweeter deal then was available via traditional booking methods. We fly in this coming weekend and I'll be sure to report back with feedback on this location. ^
May 30, 2013, 2:45 pm
#569
Join Date: Jan 2009
Location: Fort Worth TX
Programs: AS MVP Gold 75K, Marriott Titanium
Posts: 475
Just completed another wonderful, flawless stay at the Four Points LAX. I LOVE, this property. Phil and his team has made this my hotel for all my stays in the L.A area. I have tried the Westin and the Sheraton, but found them lacking and cold in the customer service and small things that mean a lot to me. Looking forward to another stay soon at the Four Points!
May 31, 2013, 6:10 am
#570
Join Date: Mar 2009
Location: Kingdom of Saudi Arabia
Programs: UA-1k, 1mm, Marriott-LT Platinum, Hertz-Presidents Circle
Posts: 6,355
Location is not ideal for anything really without transport. Rent a small car would be my advice and you have 1000's things to do and see within 10-15 miles. Traffic is bad, but this is LA, live with it.