May 6, 2014, 7:08 am
Last edit by: beltway
Please use this thread to post failures or difficulties in securing Platinum upgrades, based on the published benefits of the Platinum level, which are :
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
Post Your Platinum Upgrade Failures [2013 - onward]
Apr 19, 2013, 9:56 am
#106
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
I'm struggling to remember a time that we do not do so. 
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]
Apr 19, 2013, 10:05 am
#107
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...They also seem to have issues with Starwood and ITC talking to each other. I made a reservation an hour before I showed up on the SPG app and they couldn't find it, took half an hour to sort it out and they said it was because it is owned by ITC and it takes time for SPG reservations to show up.
...I was also advised by LM New Delhi that I could not extend my stay an extra day (I requested 2 days in advance), not sure how this work with the guaranteed availability.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 19, 2013, 11:33 am
#108
Join Date: Oct 2009
Location: YVR
Programs: AC*SE MM, Marriott Titanium, National Executive
Posts: 1,586
You have to contact Platinum Concierge at least 72 hours before arrival to arrange this. It should never be requested directly through the property.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 23, 2013, 10:32 am
#109
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]
Apr 23, 2013, 11:08 am
#110
Join Date: Apr 2013
Posts: 1
What does the Platinum Concierge do?
My complaint is a general one about the Starwood Platinum Program:
I've been denied my "suite rewards" twice. Today I was asked to contact a property directly about avoiding a cancelation fee, while trying to move to another Starwood property same day and city. Another time I called because a property was booked and they just said ...yes, it's booked. Don't other programs gaunentee availability to frequent/platinum members? What can the platinum concierges actually do for me? Seems that I'm better off on my own or another program.
I've been denied my "suite rewards" twice. Today I was asked to contact a property directly about avoiding a cancelation fee, while trying to move to another Starwood property same day and city. Another time I called because a property was booked and they just said ...yes, it's booked. Don't other programs gaunentee availability to frequent/platinum members? What can the platinum concierges actually do for me? Seems that I'm better off on my own or another program.
Apr 23, 2013, 7:52 pm
#111
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
My complaint is a general one about the Starwood Platinum Program:
I've been denied my "suite rewards" twice. Today I was asked to contact a property directly about avoiding a cancelation fee, while trying to move to another Starwood property same day and city. Another time I called because a property was booked and they just said ...yes, it's booked. Don't other programs gaunentee availability to frequent/platinum members? What can the platinum concierges actually do for me? Seems that I'm better off on my own or another program.
I've been denied my "suite rewards" twice. Today I was asked to contact a property directly about avoiding a cancelation fee, while trying to move to another Starwood property same day and city. Another time I called because a property was booked and they just said ...yes, it's booked. Don't other programs gaunentee availability to frequent/platinum members? What can the platinum concierges actually do for me? Seems that I'm better off on my own or another program.
Guaranteed room availability: Applicable to one standard room booked by 3 p.m. local time 72+ hours before day of arrival at participating hotels. Member must pay regular RACK rate. Black out dates apply. Not available at resorts. Room upgrade and Free Night Award redemption do not apply when this benefit is utilized. Minimum length-of-stay requirement must be met.
Cannot comment on your experience regarding avoiding a cancellation fee without reviewing the actual conversation though.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Apr 24, 2013, 7:28 am
#112
Join Date: May 2012
Programs: SPG, Hyatt, CC, AA, UA, WN
Posts: 256
Westin City Center, Washington DC
Booked two double rooms, received one double room, one king room. Checked in at 4pm, denied upgrade or request for adjoining rooms or rooms on the same floor. Later moved to rooms on the same floor at 11pm.
Apr 24, 2013, 10:17 am
#113
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
Paid stay or award stay?
If the former, then bed type should be a guarantee. Raise it with manager on duty and then escalate to Cust care if needed.
If the former, then bed type should be a guarantee. Raise it with manager on duty and then escalate to Cust care if needed.
Apr 25, 2013, 12:42 pm
#114
Join Date: May 2012
Programs: SPG, Hyatt, CC, AA, UA, WN
Posts: 256
Paid stay. Stay was weeks ago and never bothered to follow up. The 1 King bed + 1 Double instead of 2 doubles was fine in the end, I was more disappointed at the properties lack of proactively blocking us off with adjoining rooms or at the very least, on the same floor. Probably should have called the property up ahead of time rather than trust that they would pre-assign us with a note in the reservation.
May 2, 2013, 10:17 am
#115
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,018
Hotel: Four Points French Quarter New Orleans
Dates(s): May 1 - May 6
Room booked: Standard double non smoking
Room received: Standard double non smoking
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: This property was converted to Starwood July 2012. No upgrade provided, no mention of it even discussed at check in. Breakfast here is a joke, continental only, which is literally a croissant. No fruit, nothing else. And it requires a waiver of your points to get it.
Dates(s): May 1 - May 6
Room booked: Standard double non smoking
Room received: Standard double non smoking
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: This property was converted to Starwood July 2012. No upgrade provided, no mention of it even discussed at check in. Breakfast here is a joke, continental only, which is literally a croissant. No fruit, nothing else. And it requires a waiver of your points to get it.
May 3, 2013, 8:54 pm
#116
Join Date: Mar 2010
Location: Chicago, IL
Programs: UA 1K 3MM , Marriott Amb, Hyatt D, HH D, Hertz PC
Posts: 851
Hotel: Westin St.Francis
Dates: May 3-6
Room booked: Grand Deluxe King
Room received: Grand Deluxe King
Award stay: No
BRG stay: No
SNA requested: No
Comments: No upgrade but room 934 is very spacious and lovely NE corner overlooking Union Square.
Dates: May 3-6
Room booked: Grand Deluxe King
Room received: Grand Deluxe King
Award stay: No
BRG stay: No
SNA requested: No
Comments: No upgrade but room 934 is very spacious and lovely NE corner overlooking Union Square.
May 9, 2013, 10:19 pm
#117
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,790
Property: Le Meridien Khao Lak Beach & Spa Resort, Takua Pa, Thailand
Date(s): 2 nts in May
Room booked: Deluxe Pool view Room
Room received: Deluxe Pool view Room
Award stay: No
BRG stay: Yes
Comments: Ended up upgrading with cash to a villa
Date(s): 2 nts in May
Room booked: Deluxe Pool view Room
Room received: Deluxe Pool view Room
Award stay: No
BRG stay: Yes
Comments: Ended up upgrading with cash to a villa
May 9, 2013, 10:21 pm
#118
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,790
Property: Four Points by Sheraton Sukhumvit 15, Bangkok, Thailand
Date(s): 1 nt in May
Room booked: Comfort King Room
Room received: Comfort King Room
Award stay: Yes
BRG stay: No
Comments: Was unable to verify better room availability, but hotel seems awfully quiet.
Date(s): 1 nt in May
Room booked: Comfort King Room
Room received: Comfort King Room
Award stay: Yes
BRG stay: No
Comments: Was unable to verify better room availability, but hotel seems awfully quiet.
May 10, 2013, 11:15 am
#119
Join Date: May 2005
Posts: 83
Not sure this counts, they had "Penthouse" (a $10 upgrade) suites available.
Property: Four Points Sheraton San Francisco Airport
Date(s): April 25
Room booked: Executive Junior Suite
Room received: Executive Junior Suite
Award stay: No
BRG stay: No
Comments: -
Property: Four Points Sheraton San Francisco Airport
Date(s): April 25
Room booked: Executive Junior Suite
Room received: Executive Junior Suite
Award stay: No
BRG stay: No
Comments: -
May 24, 2013, 3:38 am
#120
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
Property: Sheraton Hua Hin Resort and Spa
Date(s): May 2013
Room booked: Garden view room
Room received: Garden view room
Award stay: No
BRG stay: Yes
Comments: No upgrades but, personally, i dont mind not getting upgrade here because the suite itself was nothing special than the standard room, except the size.
Anyway, the hotel completely sold out. So, no complain.
Date(s): May 2013
Room booked: Garden view room
Room received: Garden view room
Award stay: No
BRG stay: Yes
Comments: No upgrades but, personally, i dont mind not getting upgrade here because the suite itself was nothing special than the standard room, except the size.
Anyway, the hotel completely sold out. So, no complain.