SPG: Congrats! You (DO NOT) have a FRN! :(
Jun 3, 2011, 6:37 am
#31
Join Date: Mar 2007
Posts: 3,990
[QUOTE=captain_starwood;16490706]I disagree with a number of the other posts on this chain.
The OP spent time trying to make a reservation based on the false information, and changed his planning and expectations, for which he should be compensated.
Frankly, the main thing a rewards program does is to provide marketing and program participation messages to their members. Loyalty to and participation in a program is dependent upon honest and accurate communications.
If SPG or any other rewards program wants to make sure it members continue to make choices that benefit it financially, it needs to compensate them for significant mistakes and miscommunication that cost time and money.[/QUOTE]
Bolding mine. This is precisely why I don't agree this case warrents compensation. It's a minor thing, and it was rectified the second the OP made the call.
Quite frankly, I've wasted more time reading this thread than the OP did checking to see if he had a free night - which he admits he knew in advance he didn't...
Cheers,
The OP spent time trying to make a reservation based on the false information, and changed his planning and expectations, for which he should be compensated.
Frankly, the main thing a rewards program does is to provide marketing and program participation messages to their members. Loyalty to and participation in a program is dependent upon honest and accurate communications.
If SPG or any other rewards program wants to make sure it members continue to make choices that benefit it financially, it needs to compensate them for significant mistakes and miscommunication that cost time and money.[/QUOTE]
Bolding mine. This is precisely why I don't agree this case warrents compensation. It's a minor thing, and it was rectified the second the OP made the call.
Quite frankly, I've wasted more time reading this thread than the OP did checking to see if he had a free night - which he admits he knew in advance he didn't...
Cheers,
Jun 3, 2011, 6:46 am
#32
Join Date: Feb 2005
Location: New York City
Programs: AA,BNV,HIL
Posts: 879
O-M-G
End this torture now....
End this torture now....
Jun 3, 2011, 9:19 am
#33
Join Date: Aug 2009
Location: Washington DC
Programs: Marriott Platinum, United Gold, Virgin Silver
Posts: 418
false analogy
the bank analogy isn't correct. SPG isn't giving him extra points, they are sending him a message that says he has qualified for something free.
If a bank sent someone communications saying that a customer had gained a month without bank fees, regulators would likely make them honor this.
[QUOTE=craz;16490927]well if your bank made a mistake and gave you an extra say $10,000 and you saw it and went and immediately spent it , you can be prosecuted for doing so if you dont have the funds to repay it then and there, and they will say teh person should ahve known. Ok maybe if their balance is usually in the 6 figures, but if its usually in 3 - 4 figures alot of humhuming will be going on
If a bank sent someone communications saying that a customer had gained a month without bank fees, regulators would likely make them honor this.
[QUOTE=craz;16490927]well if your bank made a mistake and gave you an extra say $10,000 and you saw it and went and immediately spent it , you can be prosecuted for doing so if you dont have the funds to repay it then and there, and they will say teh person should ahve known. Ok maybe if their balance is usually in the 6 figures, but if its usually in 3 - 4 figures alot of humhuming will be going on
Jun 3, 2011, 12:20 pm
#34
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
the bank analogy isn't correct. SPG isn't giving him extra points, they are sending him a message that says he has qualified for something free.
If a bank sent someone communications saying that a customer had gained a month without bank fees, regulators would likely make them honor this.
If a bank sent someone communications saying that a customer had gained a month without bank fees, regulators would likely make them honor this.
In the OP's case, they made a mistake and apologized for it. I have no doubt that the apology was sincere. That sounds good enough for the error involved.
Mike
Jun 3, 2011, 12:35 pm
#35
Join Date: Dec 2008
Location: SFO
Programs: SPG Gold, UA 1K, Avis PC
Posts: 341
Jun 3, 2011, 3:16 pm
#36
Original Poster
Join Date: Mar 2010
Location: PHL
Programs: HH Diamond, SPG Plat; no plans for chasing any more airline status.
Posts: 880
Jun 3, 2011, 3:24 pm
#37
Original Poster
Join Date: Mar 2010
Location: PHL
Programs: HH Diamond, SPG Plat; no plans for chasing any more airline status.
Posts: 880
OP - Whistler has many resorts and hotels available. It is not that expensive when you go off-season e.g., Spring/Fall. Just spend a few $ if you want to stay there. Sounds like you have had the opportunity to redeem for very nice resorts. I'm just curious - what properties did you stay at and what was your average spend to get all of those free nights? Finally, were your stays "employer subsidised" or out of your own pocket?
As for Whistler, I want to go in Season (November-December-ish) before my big trip to Israel at the end of the year. And yea, I could pay $$ for a place there, I might as well (since I will have already qualified for PLAT and not need "night/stay credit") use points or FRNs, ya know?
At least, that's how I look at it.
Jun 3, 2011, 3:52 pm
#38
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
If Starwood compensated someone every time they made an error, big or small, they'd be out of business within weeks.
In the OP's case, they made a mistake and apologized for it. I have no doubt that the apology was sincere. That sounds good enough for the error involved.
Mike
In the OP's case, they made a mistake and apologized for it. I have no doubt that the apology was sincere. That sounds good enough for the error involved.
Mike
I think it could be reverse. If Starwood is well run and these mistakes happen time to time, they can affort to do a little thing for everyone without harming themselves too much.
Maybe just a 50% off best online rate offer to the OP or just stay 1 night get 2nd night free offer. They still make money.
Jun 3, 2011, 4:02 pm
#39
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
I would respond just like you did "Sorry. I messed up. I don't owe you anything"
Jun 3, 2011, 6:56 pm
#40
Join Date: Mar 2010
Location: Scenic Great Plains USA
Programs: AGR Starwood Whoever I can get points with :D
Posts: 677
I disagree with a number of the other posts on this chain.
The OP spent time trying to make a reservation based on the false information, and changed his planning and expectations, for which he should be compensated.
Frankly, the main thing a rewards program does is to provide marketing and program participation messages to their members. Loyalty to and participation in a program is dependent upon honest and accurate communications.
If SPG or any other rewards program wants to make sure it members continue to make choices that benefit it financially, it needs to compensate them for significant mistakes and miscommunication that cost time and money.
The OP spent time trying to make a reservation based on the false information, and changed his planning and expectations, for which he should be compensated.
Frankly, the main thing a rewards program does is to provide marketing and program participation messages to their members. Loyalty to and participation in a program is dependent upon honest and accurate communications.
If SPG or any other rewards program wants to make sure it members continue to make choices that benefit it financially, it needs to compensate them for significant mistakes and miscommunication that cost time and money.
Jun 4, 2011, 7:49 am
#43
Join Date: Feb 2010
Location: Washington, DC
Programs: Amex Platinum, SPG Gold, Hilton Gold, Global Entry
Posts: 38
You seem to imply Starwood makes lots of errors BIG and small and such terribly run that if they get punished for each mistake, they'll go under.
I think it could be reverse. If Starwood is well run and these mistakes happen time to time, they can affort to do a little thing for everyone without harming themselves too much.
Maybe just a 50% off best online rate offer to the OP or just stay 1 night get 2nd night free offer. They still make money.
I think it could be reverse. If Starwood is well run and these mistakes happen time to time, they can affort to do a little thing for everyone without harming themselves too much.
Maybe just a 50% off best online rate offer to the OP or just stay 1 night get 2nd night free offer. They still make money.
Jun 4, 2011, 9:55 pm
#44
Original Poster
Join Date: Mar 2010
Location: PHL
Programs: HH Diamond, SPG Plat; no plans for chasing any more airline status.
Posts: 880
No free 1,000 points though... But, I'm not upset!
Jun 5, 2011, 10:32 am
#45
Join Date: Aug 2009
Location: Washington DC
Programs: Marriott Platinum, United Gold, Virgin Silver
Posts: 418
This seems to have worked out for the best
1000 points is fair compensation for your time. SPG agrees with all the above posters who think small compensation is important.
End of story.
End of story.