uapremier

I'm yet again having another issue with the Liberty hotel in Boston and would like to solicit feedback and comments from the FT community. I've had particularly bad experiences in the past with this hotel (see general liberty thread on this), so I'd really appreciate some objectivity from the community as I'm not sure I'm personally able to have the objectivity I'd like.

I'll start the story with my concluding line to the reservations manager (in house) because I believe this accurately captures my sentiment;

" I hope you will take a moment to reflect on this unhelpful and lacking service. It only serves to alienate a platinum guest who wants nothing more than to love your hotel, to speak highly of it within the travel community, and to continue to be a frequent guest."

Here's the story (I've just changed the dates to preserve some anonymity):

1. Booked 2 nights for March 1 and March 2 at $229 rate AAA- Prepaid.
2. Travel plans changed and I want to EXTEND to March 3.
3. If I try to book March 3 alone, its $399. If I look March 1-3 (just one reservation for 3 nights) its $239/night for each night. Call plat concierge- she calls hotel to try to change.
4. In-house Reservation Specialist can't change the reservation nor just add on the 3rd night at 239. So she and plat concierge ask me to email the two In-House Reservation Managers.
5. Email the two In-House Reservation Managers (cc-ing) In-house Reservations Specialist immediately (within 5 minutes) with the request.
6. 2 business days go by- no response.
7. Worried- I make a 12,000 points reservation for the final night (even though company card will pay) because it's getting close to the date and I don't want to be out of a place to stay. Company also won't pay for plat override rates----719$ at this hotel. Off topic, but the hotel still shows this one night for a rate of $399- standard room, but the hotel forces plat concierge to book at rack ($719) and then swap for points----something that I know will cost SPG corporate close to rack rate-----fishy------ but not my problem.
8. Re-email everyone again
9. 2 business days later (now 4 business days after my original email/call) I get an email from on of the In-House Reservation Managers stating that she can give me the March 3rd for $499/night.
9. I write back saying ... for taking 4 business days, ... for the $499 rate (which I could book independently cheaper) and ... for not just allowing me to cancel the original res and just pay more at 239 for 3 nights.
10. Hotel is now showing sold out for March 3---so its unclear to me whether I could even get the $499 rate that she mentions. Note its still showing the lower rate for each night for March 1-3 on SPG.com.
11. Overall, the amount of time/effort/annoyance and unhelpful and apathetic quality of the in-house reservations was just totally upsetting. Also, had I not independently made a points reservation, I'm not even sure I'd be able to stay at this hotel the final night. And as is, the final night is now essentially out of pocket, since I can't really get reimbursed by my company for a free night. Generally, I just find that a basic request was totally mishandled and a 2 minute change would have easily fixed this request that I've now spent hours trying to manage.

Your thoughts/comments please?
Thanks!

clublounger

-I haven't looked at the property thread that you mention, but you suggest you've long had problems. Why do you still want "to love" this property? Or, were you just making veiled threats to the in house reservations manager, suggesting that if your changes aren't made then your access to the "travel community" could prove detrimental to the property?

-Hmmm. You've changed the dates to protect your anonymity? But, you've mentioned every employee's name that you've dealt with? That's against FT rules, I believe. And if you haven't changed other info, then how on earth are you protecting your anonymity, and from whom? The property wouldn't know who you are from the above data?

-Prepaid reservations? They suck for this very reason. Ya can't change 'em. Exceptions have been made, some logical, some illogical. Went they can't, we've got to roll with that.

uapremier

-I haven't looked at the property thread that you mention, but you suggest you've long had problems. Why do you still want "to love" this property? Or, were you just making veiled threats to the in house reservations manager, suggesting that if your changes aren't made then your access to the "travel community" could prove detrimental to the property?
[I]

The property is nice and has a great location in Boston. I'm not making any "threats"- I'd like to be able to say nice things. Every time someone asks me about this property its difficult to say nice things. I'd really like that to change. Not sure why your interpretation is so negative or how you associate this with "veiled threats."

-Hmmm. You've changed the dates to protect your anonymity? But, you've mentioned every employee's name that you've dealt with? That's against FT rules, I believe. And if you haven't changed other info, then how on earth are you protecting your anonymity, and from whom? The property wouldn't know who you are from the above data?


-I'm not aware of it being against FT rules to post names of employees who work for the company. On some boards (UA) you can't mention names- I believe in this forum it's ok. Mods- please delete and correct me if I'm wrong. And I didn't post my exact dates, not to protect my anonymity from SPG (The Lurkers have my actual info) but because I feel uncomfortable posting my stay dates on a public message board where I think it would be fairly easy for someone random to access my information. (I have no problem with SPG knowing I'm posting here).


-Prepaid reservations? They suck for this very reason. Ya can't change 'em. Exceptions have been made, some logical, some illogical. Went they can't, we've got to roll with that.

---That's not really helpful- and I'm not seeking to cancel the current res- just extend it and book it differently. It really should be a total non-issue. I should add that my card actually hasn't been charged yet, so it should be totally easy to deal with.

thanks for your feedback.

Flews

The good rates come with strict conditions; sometimes totally inflexible. You can't have it both ways.

Cheer,

Leumas

So can I clarify the issue here?

- You booked a pre-paid rate.
- You want to extend the stay for an extra night, but find the rate to be too high
- You want the hotel to extend your existing booking to a slightly higher rate, and therefore, include the extra night
- The hotel took its time to respond and when it did, it wasn't the answer you wanted

Are you annoyed because:
a) The hotel took its time to answer and as a result, you've spent your own points to cover the extra night, or,
b) The hotel didn't do what you want, or,
c) Both a) and b)

To be perfectly frank, the hotel is under no obligation to change your existing booking even if it's to a higher rate to cover the extra night. You may see it as a compromise on your part, but if I was the hotel, I won't see it that way.

My understanding of a pre-paid booking (regardless of whether the card is charged or not) is that it can't be changed or cancelled. You want the hotel to extend the booking, that's a change. You need to make a separate booking for one night, and unfortunately in your case, it works out to be either $499 or $719.

Personally, if you want the hotel to do what you want, I feel it's being unreasonable. The only case you may have is the slowness of its response, even then, it isn't a big deal.

Also, something doesn't add up. How can the hotel still allow you to book 3 nights, but not one? If it claims it's full for that 3rd night, it shouldn't allow you to book 3 nights.

Lastly, if it's all company expense anyway, why didn't just book that extra night regardless of rate? I'd just book that night at $499 (assuming that high rate is a rate you can cancel), and hope with an outside chance the hotel would do what you want. If it did do what you wanted, cancel that high rate then.

uapremier

Thanks for this feedback.
1. I'm annoyed because plat concierge (conversation presumably recorded) said this should be no issue to change.
2. I spent significant time dealing with the issue and waiting for a response for something that just should be easy to deal with- I've NEVER had a problem with something like this with other hotels- and everything at the Liberty with reservations just seems difficult.
3. I was quoted a rate by the manager that was HIGHER than the rate I could have booked for the one night alone without dealing with anything.- And it just felt manipulative to quote me a rate for the single night that was higher than SPG.com.
4. The response from the hotel was slow and totally unhelpful- and there was no recognition by the manager that that was the case.

I don't understand the "sold out" for the one night but not three. Presumably the hotel has greater occupancy the last night and there is some kind of stop-gap to allow people to book longer stays. But I don't understand that either.

I didn't book the 499 rate (not that I had the chance since I received the response late Friday night Eastern) because my company will not allow rates over 300 and I just don't want to get in trouble.

vandalby

I'm sure the OP isn't going to want to hear it, but I agree with the above. The simple solution would have been to 1) accept that a prepaid rate comes with lots of restrictions in return for the low price and 2) book the 3rd night at the available $339 rate.

It would have then been very reasonable to request that the property attempt to combine the reservations so as to not have to move rooms.

I agree that it's poor customer service to delay in responding to your inquiry, but taking actions like booking on points just doesn't make sense to me.

uapremier

Thanks for the feedback. Looks like general consensus isn't in my favor. . . appreciate the candid comments. I guess I'm just upset because everything at this hotel feels difficult. I'll just be sure not to book them again. Thanks again for the comments.

vandalby

I will give you this, they definitely sound like they're adhering to the letter of the law. I have had other properties in the past provide some flexibility to change / cancel pre-paid reservations. Maybe it's to their own detriment, as they'll likely be turning off Plats such as yourself, but my understanding from the locals is that this is one of 'the' properties in town. Sorry it's not working out.

IluvSQ

Yes, if you are having so many issues with this one property, I would just take my
business elsewhere and forget about it.

EnvoyBoy

There are certainly plenty of Starwoods in Boston. I love the Westin Copley. Never missed an upgrade.

flyswim

Sorry you are having issues. I stayed at the liberty last year at the holidays and loved it. It sucks when a property you love doesn't live up to expectations. Particularly when you are a plat and got differing feedback.

wharvey

It sounds like the problem is with the Platinum Rep saying "it should be no issue".

Non-refundable/non-changeable means just that. There is a benefit to you of getting a rate with those restrictions, and you were asking for a change. I would have to side with the hotel on this one. Yes, they could have responded quicker but that is about it.

If your work has a problem with paying the going rate, then you have to move... end of story. No need to make it the hotel's problem for your company travel policies.

And, I agree with others, why keep staying at a property you have problems with? I never get that... people keep going to the same properties, get the same bad service, post about it, and then go back again....

dw

It is quite common that hotels will restrict check-in dates during period of expected high occupancies. For example, during some holiday weekends, hotels will have minimum two or three night stays, with check ins only allowed on Friday.

ceamus1

When I got annoyed with The Liberty's staff (different circumstances), I voted with my wallet and took my business elsewhere.

They've lost out on stays, events I was hosting and just general evening outings at the Liberty.

They seem not to care, but hey I'd they don't, I don't have to put up with it.