No Blackout Dates a Hoax?
#1
Original Poster
Join Date: Oct 2002
Programs: Marriott Plat Premier/LT Plat; SPG Plat/LT Gold; Hilton Gold; Hyatt Plat
Posts: 2,356
No Blackout Dates a Hoax?
Earlier this year I found the platinum guarantee to be BS. The room wasn’t available based on a 10 nite stay requirement that regular reservations didn’t have. I opened a case (which the rep didn’t want to) for which Starwood never contacted me back! Even when the room opened up, the hotel or starwood never called. Contrast that with Marriott where I booked the hotel next to Starwood using the guarantee with no hassle at all.
Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him.
What benefits does a SPG Platinum receive that are actually promised?
Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him.
What benefits does a SPG Platinum receive that are actually promised?
#2
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him...
That being said, it may be that what is perceived to be a "regular room" with an ocean view is not on the standard award rate plan. Instead, it may be on one of the specialty or specialty select awards, which are not covered with the no black-out guarantee.
Other than this, award rooms are either booked online or with the customer contact center. Hotels are not supposed to book award rooms, so it doesn't surprise me that the associate to whom you spoke never offered to contact them.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#3
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, SPG does does some mystical wordsmithing that ends up confusing/frustrating their members (and probably their CSRs too). Marketing types are raised this way (not that techies are known for clear communication). When it comes to room types, SPG has many that we do not see on their website. Most notably are the rooms assigned to the SNA pool. There is absolutely no means to see what is available and just have to trust the system to do what it's supposed to do (that in the beginning it didn't do very often, according to reports).
It sounds like reward rooms also belong in this grey area, especially when you add in Min/MaxLOS. Only by trying different dates do you start to get a feel for what the property has set up. I've had to play all sorts of games to book a week-long stay with various LOS restrictions. Finally got enough reservations stitched together and then had to call to get them combined so I was able to get 5th-night free.
As for the SPG Plat rep not willing to contact the property, that needs some management attention, as I believe that is a valid expectation. You've got opposing functions here where the property needs to open/fix inventory (if possible) and SPG needs to book the reward stay. They gotta be able/willing to talk to each other. If this is still an option for you, contact Customer Care and ask them to look into it.
It sounds like reward rooms also belong in this grey area, especially when you add in Min/MaxLOS. Only by trying different dates do you start to get a feel for what the property has set up. I've had to play all sorts of games to book a week-long stay with various LOS restrictions. Finally got enough reservations stitched together and then had to call to get them combined so I was able to get 5th-night free.
As for the SPG Plat rep not willing to contact the property, that needs some management attention, as I believe that is a valid expectation. You've got opposing functions here where the property needs to open/fix inventory (if possible) and SPG needs to book the reward stay. They gotta be able/willing to talk to each other. If this is still an option for you, contact Customer Care and ask them to look into it.
#4
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
St Regis Punta Mita? They're definitely playing games with their Spring inventory...
#5
Join Date: May 2000
Location: Chicago
Programs: AA EP, UA Gold-MM, UA 1K (former), GS (former),SPG LT Platinum, Hyatt Diamond, HH Diamond
Posts: 2,299
Earlier this year I found the platinum guarantee to be BS. The room wasn’t available based on a 10 nite stay requirement that regular reservations didn’t have. I opened a case (which the rep didn’t want to) for which Starwood never contacted me back! Even when the room opened up, the hotel or starwood never called. Contrast that with Marriott where I booked the hotel next to Starwood using the guarantee with no hassle at all.
Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him.
What benefits does a SPG Platinum receive that are actually promised?
Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him.
What benefits does a SPG Platinum receive that are actually promised?
#6
Join Date: Jun 2006
Location: BOS
Programs: Hyatt Diamond, Mosaic
Posts: 1,050
I've successfully used the guarantee in the past. No award but standard room was available for $800 vs 16k points. Chat took care of the problem, once after further prompting.
#7
Join Date: Aug 2004
Programs: SPG Lifetime Platinum, Hyatt Diamond, JetBlue Mosaic, AA Platinum, National Executive Elite
Posts: 599
Yes, this is a well-known issue at many SPG hotels. Most resort hotels seem to significantly limit the number of 'standard' rooms they offer (those are the only ones available for point stays). Some hotels designate a lot of their standard rooms 'deluxe' so they're not available for point booking, even though there is often no difference whatsoever in the room.
Another issue is the quantity of 'standard' rooms available. There was a thread a few years ago that claimed the Westin Napa only had 9 'standard' rooms in the entire hotel (which, having tried to book it on points several times unsuccessfully despite plenty of availability) I 100% believe.
SPG should allow points to booked to any non-suite room, to eliminate this 'standard' vs. 'deluxe' (as well as 'ocean/city view' rooms) garbage.
Another issue is the quantity of 'standard' rooms available. There was a thread a few years ago that claimed the Westin Napa only had 9 'standard' rooms in the entire hotel (which, having tried to book it on points several times unsuccessfully despite plenty of availability) I 100% believe.
SPG should allow points to booked to any non-suite room, to eliminate this 'standard' vs. 'deluxe' (as well as 'ocean/city view' rooms) garbage.
#8
Join Date: Mar 2007
Posts: 3,990
Now I am trying to book a reservation for 10 nights. A paid regular room w/ ocean-view is available. I want to use points and they said since it’s not a paid regular room w/ resort-view, there are no rooms using point available. Even for extra points. This sure seems like a blackout date as I have been checking this property the last 3-4 months and don’t believe there was point-rooms available period. SPG plat rep just kept saying nothing he could do. Even checking with the hotel seemed above and beyond him.
What benefits does a SPG Platinum receive that are actually promised?
What benefits does a SPG Platinum receive that are actually promised?
Cheers,
#9
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
If the hotel can't get away with charging a significant amount more per night, they shouldn't be able to get away with removing it from the award pool. $199 for a standard room and $209 for a "deluxe" ... no way.
#11
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,742
That said, however, I think that the delivery of PLT bennies is pretty good, overall. Seems a little unfair and hyperbolic to ask a question with that implication based on a single experience.
#12
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Starwood doesn't do itself any favors by allowing hotels to lack transparency in the designation of Standard rooms, but the OP is naive if he thinks all ocean-view rooms will qualify.
#13
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,986
Sorry, I don't agree.
#14
Join Date: Dec 2012
Location: Dallas, TX
Programs: SPG Plat 100, Marriott Plat
Posts: 267
Guys - I was simply reiterating the OP's POV, which is not "I believe I should be exempt from rules" like some of you are posting. OP is raising a legitimate frustration that warrants a discussion beyond a "Good luck with that."