techgirl

That's the Sheraton Petaluma, I believe.

MSPeconomist

Thank you. That's it. I couldn't remember the name and I'm not in front of a computer to look it up.

kersie

We were at the property during evacuation. We were not assisted with relocating but instead rebooked ourselves into a property in San Francisco. I am frustrated at the moment as spg is telling me they cannot help refund the points for my last night of the stay but there is no way to reach the hotel.

MSPeconomist

Relax. Since there was a mandatory evacuation, I'm sure your points will be returned when the dust settles a bit. If you need them right away, try contacting the Starwood Lurkers here.

kersie

Yes, that's my guess as well and I realize there are a lot bigger issues to deal with so I'm not pushing on it but I find it frustrating that spg corporate basically says it's not their issue to deal with. Not great customer service on a day I was too tired to really deal with being given the runaround.

MSPeconomist

I hope you found a great hotel for yourself in San Francisco and are enjoying the city, even though it's very different from Napa. It's a shame that the SPG person you contacted wasn't able to at be more sympathetic even if he/she wasn't empowered to really do anything right away.

lenny851

Lurkers or if anyone is in the area,

Does anyone know if the Westin Napa reoppened today as planned?

thanks,
Lenny

Starwood Lurker III

Hi lenny851,

We are very pleased that the Westin Verasa Napa resumed guest operations today after we worked around the clock this week to make repairs due to the earthquake. Our outdoor heated saltwater pool, Westin Workout fitness studio, La Toque Restaurant and Bank Café and Bar are all operating. While we are initially limited in the number of guests we can accommodate, we will continue to expand during the coming weeks. All guests scheduled during September are able to change or cancel reservations without penalty.

It may be possible that we will need to find alternate accommodations for some guests as we continue work in order to expand capacity. For help with upcoming reservations, please call Starwood’s local call center at (888) 627-7169. Guests inquiring about area businesses and attractions should visitwww.visitnapavalley.com.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

twscheung

People are posting on the Westin Napa FB page that their bookings are being cancelled by the hotel, some at very short notice (6 day's) even when they were told their booking was ok.
People are complaining that the staff don't have the right info when you call.

Has any SPG Platinum member had their reservation cancelled or turned up there with no room available? I am worried as we are staying there 9/11-9/15 and have booked flights from London.

Thanks in advance for any info.

controller1

This is the announcement as of September 2 on the property's Facebook page:

The Westin Verasa Napa has resumed some guest operations, following last week’s earthquake. While we continue to work around the clock to repair significant water damage, at this point, we are very limited in the number of guests we can accommodate. Please note that our outdoor heated saltwater pool, Westin Workout fitness studio, La Toque Restaurant and Bank Café and Bar are all operating.
Because of our capacity limits, for guests with a reservation through September, the hotel will cancel or reschedule your stay without penalty or work to make alternate reservations at Starwood hotels in San Francisco, Sacramento and Petaluma. The hotel continues to contact guests to assist with their needs, or guests can call the hotel directly at 707-257-1800 with any questions. Guests inquiring about area businesses and attractions should visit www.visitnapavalley.com.


If you do a search for availability, the property shows no availability until November 1.

MSPeconomist

We would hope that reservations of guests with status are being protected where possible, but this could depend on the room type you booked as well as any special requests. Perhaps rooms are useable in one section while other floors and/or wings of the hotel had more damage. It could also be more difficult if someone has reserved a special suite or needs certain features such as an accessible room.

LobsterSFO

I just called the hotel to check on the status of my reservation. I'd reserved a 2-bedroom suite for next weekend (9/12-9/14) and I was informed that the hotel will be canceling my reservation. Even getting 2 regular rooms wasn't an option. As I called they are trying to find something else in the area for me, but it certainly seems like if I hadn't called them they weren't going to do anything about it right away.

This is a prepaid reservation and not a cheap one at that. No mention of any refund, points, or other compensation.

I'm waiting to see if they can find me another place to stay and if they offer compensation, but right now I'm far less than satisfied with how they are handling the situation. Seems reactive not proactive.

Side note, when I called the hotel and asked to check my reservation, the first person I spoke to told me the hotel was 100% open, no problems whatsoever. It was only when I mentioned the Facebook post that they looked into it and found the hotel is basically closed right now.

controller1

It appears you mentioned "reservation" when the phone was answered and were then transferred to Starwood reservations, is that correct?

Otherwise, why would the person who locally answered the phone not know that the hotel had issues?

LobsterSFO

Yes, I was probably transferred to someone who wasn't at the property, even though they used phrases like "we are open". They then transferred me back to the hotel, actually to the same person who originally answered the call.

LobsterSFO

A manager from the property called me this evening and apologised for the "misunderstanding" earlier today and that my reservation, based on "status and time of booking" will be honoured, although it might be 2 rooms instead of a 2-bedroom suite. He also said they are preparing a list of guests they can't accommodate and will be giving it to corporate who will be contacting guests that need to be re-accomodated tomorrow.