SFO_FT

Paid US$250 per night to stay here last weekend. Hotel hosted an outdoor corporate party with unbelievably loud, "bass-enhanced?" music. After check-in, the hotel slid under door a notice that the party would have "some music that might be heard from your room" but that it would stop at 1030pm. The party was about 100m from my room. Had a long flight and really needed to sleep. Can deal with most noises by using earplugs, but the loud bass and thumping made sleep impossible.

Called mgr on duty and they were generally unresponsive ("didn't you receive the notice in your room about the noise") Asked for day manager to call me next day to discuss -- no call. Chatted my mgr on duty on checkout and he said nothing they could do.

My frustration with the situation is that the noise was completely within the control of the hotel. This wasn't noise generated by guests (babies, honeymooners, drunk guests, etc) -- it was something the hotel put on and knew would be disturbing to guests (thus the paper notice). If the bass noise was only for a short period, I wouldn't have minded -- but 3+ hours of it is unacceptable. I believe that as a hotel guest I have a reasonable right to have a relatively quiet stay that is free from hotel-generated noise!

So here's the question for FT'ers. Do I waste even more time pursuing some sort of compensation/apology or just ignore and spread the word to avoid this hotel in the future?

Starwood Lurker

My apologies for the poor stay experience. My best advice would be to contact Corporate Customer Service and file a formal complaint. They can be reached by phone at 800-328-6242 or by email at [email protected].

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

jaejaez

If I were you, I would do both. Sorry you had such a poor stay in such a beautiful place.

Thunderroad

I agree. Go for both an apology and especially compensation. And post this information on other sites as well, such as a review at Tripadvisor.com

SFO_FT

I guess my question is ... is filing a complaint even worth the bother? It's just one more hassle involved with this stay.

Astrophsx

I believe if you call the corporate office the hotel is fined and they act as somewhat of a mediator between you and the hotel. I think if you felt the hotel could have done more for you and that is justified you should contact them.

Was the Manager on duty not able to move you to another room?

alanslegal

I've only got good things to say about the Westin Denarau. Stayed there twice and on both occasions received oceanfront rooms (from the cheapest rooms booked), welcome note from the GM, two bottles of wine, cheese plate and two sets of Fijian soaps.

Ok, now where is this Tripadvisor that you mention of?

scubadu

Of course, the fact that you have had pleasant stays at this property, does not, in and of itself, mean everyone does.

And frankly, cheese plates and welcome notes have very little to do with this situation; one could receive those amenities at check-in and still experience a loud party such as described by the OP.

Regards

Thunderroad

Actually, we're all Tripadvisors here on FT. Now, whether our trip advice is good is another matter.

PhillyPhlyer40

Is 1030pm really an unreasonable time to have the noise end? I know many people-self included-who routinely stay up to/work/make noise until at least midnight, if not later.

As to a "right" to have a "quiet stay", I do not believe that it specifically spells out in the contract that the hotel can not have music blasting until 1030pm. Also, I am almost sure (as I have recently read throughly) that "QUIET" is not listed as a benefit in SPG's program at any level.

I would actually think it would be within the hotels right to blast music past 1030pm, as well as playing reveille at first light.

ChinaShrek

And this is precisely why a Tripadvisor review is called for in this situation. Not all property owners or managers would tolerate/allow/encourage such noise. By reading the reviews of a property, I can get a very good sense if it is sedate or rowdy.

PhillyPhlyer40

I would assume that would be a glowing review with praise for the tripadvisorSPGlurker?

Yankeeflyer

I'd ask for a full refund. I think the management's response (didn't you get our letter? as if that makes anything they do okay) to be pretty lame.

Since they clearly value the money they receive from hosting corporate parties more than they value the guest experience, they should post such a warning notice online so you have this information BEFORE you book. Getting a letter after you arrive is useless.

l etoile

This made me chuckle a bit ...what were you supposed to do with that information? Get another hotel room somewhere else to sleep during those hours?

craz

why would the OP be entitled to a Full refund? unless you meant a full refund for their 1st night

also did the OP ask for a different room or only that the Hotel stop the music or lower it to a whisper level, did the OP ask to be let out of their res, and what time did the OP check-in? all these do factor in to what if any compensation should be given.