Go Back  FlyerTalk Forums > Miles&Points > Discontinued Programs/Partners > Starwood | Starwood Preferred Guest
Reload this Page >

Reservation "relocated" - does this fall under Walk Policy?

Reservation "relocated" - does this fall under Walk Policy?

 
Old Feb 13, 15, 8:27 am
  #1  
Original Poster
 
Join Date: Jun 2004
Location: PBI
Programs: DL 2MM/PM, AA MM/GLD, Hilton Gold, Marriott Platinum
Posts: 1,606
Reservation "relocated" - does this fall under Walk Policy?

I received the following email from the Westin DFW on 2/08:

We regret to inform you that due to an unforeseen maintenance issue at our property, a section of our rooms will be placed out of operation and will be unavailable for rent on the evening of your stay, Tuesday February 10th. This situation will unfortunately place our hotel above 100% occupancy and will impede us from honoring your reservation. In this situation, we have preemptively reserved a block of rooms at a comparable hotel in which we will be relocating your reservation at no charge to you. The destination of the relocation will be at the Hyatt Regency DFW Hotel which is directly located at the Dallas-Fort Worth international airport, adjacent to terminal C. If you should have any questions please contact us anytime by phone or email which are listed in the email signature below.

My interpretation was that this would be considered a "walk". When I arrived at the Hyatt, they only needed my credit card for incidentals.

I was therefore very surprised today to see a $298 charge from the Westin DFW has posted to my credit card. I was not expecting to be charged for the room and this amount is about $70 higher than my room rate and tax at the Westin would have been. Did I misinterpret the email which stated "we will be relocating your reservation at no charge to you"?

Just want to confirm that this should fall under the walk policy before reaching out to the property.
pbjag is offline  
Old Feb 13, 15, 8:41 am
  #2  
GB
 
Join Date: Sep 1999
Programs: AA EXP, SPG PLT, Hyatt DIA, Hilton GLD
Posts: 973
Originally Posted by pbjag View Post
I received the following email from the Westin DFW on 2/08:

We regret to inform you that due to an unforeseen maintenance issue at our property, a section of our rooms will be placed out of operation and will be unavailable for rent on the evening of your stay, Tuesday February 10th. This situation will unfortunately place our hotel above 100% occupancy and will impede us from honoring your reservation. In this situation, we have preemptively reserved a block of rooms at a comparable hotel in which we will be relocating your reservation at no charge to you. The destination of the relocation will be at the Hyatt Regency DFW Hotel which is directly located at the Dallas-Fort Worth international airport, adjacent to terminal C. If you should have any questions please contact us anytime by phone or email which are listed in the email signature below.

My interpretation was that this would be considered a "walk". When I arrived at the Hyatt, they only needed my credit card for incidentals.

I was therefore very surprised today to see a $298 charge from the Westin DFW has posted to my credit card. I was not expecting to be charged for the room and this amount is about $70 higher than my room rate and tax at the Westin would have been. Did I misinterpret the email which stated "we will be relocating your reservation at no charge to you"?

Just want to confirm that this should fall under the walk policy before reaching out to the property.
My interpretation would be that this is the same as a walk if you had a guaranteed reservation.
GB is offline  
Old Feb 13, 15, 8:52 am
  #3  
 
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
My feeling is that it's a walk. However, in the past Starwood has said it is not a walk if you're notified in advance.

The email is a separate issue. It clearly says there is no charge to you
BigBopper is offline  
Old Feb 13, 15, 9:09 am
  #4  
 
Join Date: May 2004
Programs: BA blue, LH Senator, KQ (FB) gold
Posts: 8,215
Originally Posted by BigBopper View Post
My feeling is that it's a walk. However, in the past Starwood has said it is not a walk if you're notified in advance.

The email is a separate issue. It clearly says there is no charge to you
I would interpret that to mean no additional charge. That is, you would pay the rate that you would have paid at the Westin (which it seems is not the case).
You want to go where? is offline  
Old Feb 13, 15, 9:18 am
  #5  
 
Join Date: Mar 2007
Posts: 3,988
I'm not sure it's a 'walk'; but you certainly shouldn't have had to pay a dime more than you otherwise would have at the Westin, including transportation, IMO.

I would also press for the points, stay credits, etc...

Cheers,
Flews is offline  
Old Feb 13, 15, 9:26 am
  #6  
Moderator: British Airways Executive Club, Marriott Bonvoy
 
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 13,231
Originally Posted by pbjag View Post
Just want to confirm that this should fall under the walk policy before reaching out to the property.
I found these 2 threads / posts which seem to answer your question :

http://www.flyertalk.com/forum/starw...l#post20146757

and

http://www.flyertalk.com/forum/starw...ml#post1600804
(though this one is not recent)
Oxon Flyer is offline  
Old Feb 13, 15, 10:04 am
  #7  
Original Poster
 
Join Date: Jun 2004
Location: PBI
Programs: DL 2MM/PM, AA MM/GLD, Hilton Gold, Marriott Platinum
Posts: 1,606
Originally Posted by Oxon Flyer View Post
I found these 2 threads / posts which seem to answer your question :

http://www.flyertalk.com/forum/starw...l#post20146757

and

http://www.flyertalk.com/forum/starw...ml#post1600804
(though this one is not recent)
Thanks. It sure feels like a walk to me.... Had the Westin had been sold out when I made the reservation, I would not have booked that Hyatt property; would have booked with another chain with which I have status.

Time to reach out to the property to get a copy of the folio to understand exactly what rate they are charging.

Thanks for the input, everyone!

Edited to add- I did appreciate that they reached out in advance since I was on an evening flight into DFW. Better to find out ahead of time rather than when you arrive at the property at 11:30 p.m.

Last edited by pbjag; Feb 13, 15 at 10:57 am
pbjag is offline  
Old Feb 13, 15, 10:09 am
  #8  
 
Join Date: Aug 2011
Location: WAS
Programs: SPG LTG, DL Plat
Posts: 1,648
Very interesting. So essentially a hotel is allowed to grossly overbook rooms without being penalized for not honoring reservations so long as they do it with sufficient notice as to secure alternate accommodations for affected guests?
DC777Fan is offline  
Old Feb 13, 15, 10:11 am
  #9  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by DC777Fan View Post
Very interesting. So essentially a hotel is allowed to grossly overbook rooms without being penalized for not honoring reservations so long as they do it with sufficient notice as to secure alternate accommodations for affected guests?
No one said there may not be repercussions, but it does not fall under the SPG Turnaway Policy. However, anyone wishing to complain can certainly contact Corporate Customer Service to do so.

Best regards,

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

[email protected]
Starwood Lurker is offline  
Old Feb 13, 15, 11:15 am
  #10  
Original Poster
 
Join Date: Jun 2004
Location: PBI
Programs: DL 2MM/PM, AA MM/GLD, Hilton Gold, Marriott Platinum
Posts: 1,606
Originally Posted by DC777Fan View Post
Very interesting. So essentially a hotel is allowed to grossly overbook rooms without being penalized for not honoring reservations so long as they do it with sufficient notice as to secure alternate accommodations for affected guests?
In all fairness to this property, this overbooking situation seems to have been caused by something that put a block of rooms out of commision. These things happen and as long as they make it as hassle-free as possible for me, that's fine.
pbjag is offline  
Old Feb 13, 15, 2:15 pm
  #11  
 
Join Date: Oct 2001
Location: From: PWM
Programs: United GS, Fairmont Platinum,SPG LTPlat, Hilton Diamond, MarriottGold..like the rest of the world
Posts: 4,399
Originally Posted by pbjag View Post
In all fairness to this property, this overbooking situation seems to have been caused by something that put a block of rooms out of commision. These things happen and as long as they make it as hassle-free as possible for me, that's fine.
This would be the lynchpin for me, too. If a hotel "reaccomodated" me once their city had been picked for the Superbowl for the weekend I'd booked, I'd be furious. However, if it was due to a water leak on the 15th floor that destroyed 25 rooms, that's certainly something different.

Regardless, it seems to me that the hotel could've been a tad more generous and simply offered a goodwill 2500 SPG points inside of that initial email notification as an acknowledgement of the hassle itself.
sbtinme is offline  
Old Feb 13, 15, 4:54 pm
  #12  
 
Join Date: Mar 2010
Posts: 1,122
Wirelessly posted (Mozilla/5.0 (Linux; U; Android 4.4.2; en-us; LGL31L/V100 Build/KOT49I.L31L10d) AppleWebKit/537.36 (KHTML, like Gecko) Version/4.0 Chrome/30.0.1599.103 Mobile Safari/537.36)

My guess would be you were accidentally charged for a no show at the Westin. So they will probably credit back the charge.
HHonors OUTSIDER is offline  
Old Feb 13, 15, 5:05 pm
  #13  
Original Poster
 
Join Date: Jun 2004
Location: PBI
Programs: DL 2MM/PM, AA MM/GLD, Hilton Gold, Marriott Platinum
Posts: 1,606
^to the GM.

When I emailed the property to inquire about the charge, I cc'd him since he had sent a "Welcome" note the day before my scheduled stay. The GM sent a very prompt reply apologizing for the oversight and instructing their team to reverse the charge.

All in all, they handled this well. My client is the one who will benefit from the comp room, but I am pleased that the property extended that offer and treated this as a "walk".
pbjag is offline  
Old Feb 13, 15, 5:23 pm
  #14  
 
Join Date: Sep 2012
Posts: 1,747
Originally Posted by pbjag View Post
^to the GM.

When I emailed the property to inquire about the charge, I cc'd him since he had sent a "Welcome" note the day before my scheduled stay. The GM sent a very prompt reply apologizing for the oversight and instructing their team to reverse the charge.

All in all, they handled this well. My client is the one who will benefit from the comp room, but I am pleased that the property extended that offer and treated this as a "walk".

That's great. Are you getting points for the "stay", even if it isn't considered a "walk"?
travelswithmyself is offline  
Old Feb 13, 15, 10:17 pm
  #15  
FlyerTalk Evangelist
 
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA EXP, LT PLT; QR PLT; Bonvoy LT TIT
Posts: 12,600
Originally Posted by DC777Fan View Post
Very interesting. So essentially a hotel is allowed to grossly overbook rooms without being penalized for not honoring reservations so long as they do it with sufficient notice as to secure alternate accommodations for affected guests?
Oh, come on. That's hardly fair. I stayed at the Westin DFW just five nights ago and there was no problem. This sounds like something came up like a burst pipe, etc. There's no indication that the hotel intentionally overbooked.
Dr. HFH is offline  

Thread Tools
Search this Thread
Search Engine: