DCAcubsfan

Just curious as to why the property wouldn't want to accept a points stay (Based on the info from the Le Merdian Parker case about 95%+ occupancy) since they would have gotten reimbursed at the average daily rate instead of standard reimbursement rates.

On another note, this brings back some memories, I was walked from the 4Points Ventura last year. They only offered to pay for a room at the Country Inn and Suites about 10 miles down the road. I got them to at least give me the points/stay credit I would have earned with them had they not walked me. I was too tired to fight for more (cross country flight + two hour drive from LAX due to horrible traffic), but probably should have. 5 days later, SPG corp removed the points/stay credit b/c the 4P Ventura credited it to the next day when I already had another SPG stay at an LAX property. Took some back and forth, but SPG corp finally reinstated my points/stay and gave me anther 4,000 points.

I'm starting to seriously wonder if I should give Hyatt more of my stays. Just wish they had more properties...

g8rjeff

Disregard.... my original comments were based on my assumption that the bold block letters were part of the actual reply.

millere2

My guess is the ADR is much less than the rates they are selling the rooms to the package deal company. If you think about it, why would the hotel want the average rate when they can get really inflated rates for larger events like this. However, it is very poor business practices for the hotel to do what they have done.

andymo99

I keep coming back to this thread knowing (expecting?) that eventually Starwood will rectify the situation to the satisfaction of the mistreated reservation holders. I am just shocked that it hasn't been settled after all this time.

BenSenise

i have the exact same sentiment.

i go to LA about twice a year and have been staying at the sheraton pasadena almost every time with the occassional jaunt over to the westin.

well, i'll be in LA again next week. i know it won't make the smallest difference for them but this story (and the pool thing in maui) have left me with some extremely negative karma with regards to sheraton and starwood in general. guess where i won't be staying this time.

craz

You of cause have the right and freedom to do as you please. I can understand if you decided not stay in either of these 2 hotels. But why penalize any other Hotel.

Im sure corporate played a role in seeing that the pool in Maui would be open to all. But in many cases Corps hands may be tied legally in many cases since it has contracts with each hotel and if till now it wasn't in the T&Cs that they couldn't do these things,if Corp demanded the Hotels to do things they probably will be sued by the Hotel owners. or if the hotel was acting within the laws of the State where its located, how can Corp tell it what to do

There have been a few 1 offs over the years but not enough for me to decide its in my best interest not to stay at any *W.

Of cause you can decide the complete opposite

HNLbasedFlyer

Isn't it possible it can't be rectified? As in, more than the op was impacted - and there is no way to fix this for everyone - and if you fix it for the op but not everyone else it just causes more problems?

Yul_voyager

I think everybody who decides to not go to this hotel for that should let them know... It will have (a little bit) more impact...

DurandilToss

I wouldn't be booking this hotel the next time I'll be heading to Pasadena since I require to have a secure sense of mind when booking far in advance without the hotel canceling the bookings for some other "special events" which will in turn lead to a last minute change of plans etc... Its really bad business practice...

BenSenise

I would like to buy don't know how to contact the person that would matter. If I speak to just anyone, they'll just say "thanks for calling" and it won't make a difference. And obviously, if this mattered to the general manager, they wouldn't have done it in the first place.

I've often wondered if starwood uses the lurkers here to give them feedback on less tangible things like customer sentiment. If not, they should. I think it would be beneficial to the brand overall if issues that generate a lot of ill feeling in this forum were communicated to the hotel management as well as starwood corporate management.

Starwood Lurker

If they did not, I would not be able to confidently say that nothing regarding this issue has escaped their attention. @:-)

Best regards,

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

[email protected]

andymo99

Of course it can be rectified... your point just indicates that the cost of fixing it might be higher than we all imagine. But that is not what is really at play here. What is in question is whether Starwood will intervene to make sure that the hotel (or they on behalf of the hotel) does right by the customers.

Despite this very lengthy time to resolution, I still believe that the situation will be suitably addressed to the customers' (including OP's) satisfaction. I simply can't reconcile the status quo with everything I have observed about Starwood over the past ten years.

Granted, with each passing day, I am a bit more surprised than the day prior. But if I had to put my money on it, I would still place very strong odds that this gets satisfactorily resolved. (Or, at least, resolved in a manner FAR more generous than is currently on offer... even if one or two reservation holders are asking for a bit more.)

Starwood Lurker's comment directly above further reinforces my faith that this is not yet concluded.

BenSenise

good to hear. thanks william.

leftpinky

Well, William didn't say he is able to say that he is able to say this....just gave us a hypothetical :P

Starwood Lurker

http://www.flyertalk.com/forum/20644804-post132.html



Best regards,

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

[email protected]