W Vieques Billing and other problems
 

Stay was late January, early February for birthday celebration. We booked two rooms for combination of Cash and C&P, total of 3 nights. Every possible mistake the front desk could have made they did. They assigned the upgraded room to our friends, not us, but told us at check-in that rooms were identical. We ultimately got this straightened out, but not without tension all around.

Our friends gave their own credit card number upon check-in. Many of their charges ended up on my bill, my room. Despite much time at front desk at check-out to over-ride erroneous and extra charges, when credit card statement arrived, there were hundreds of dollars of extra charges, include 9 resort fee charges (should have been 6), duplications and worst of all: bundled charges not congruent with the folios from either room, so very difficult to untangle mess. Despite multiple phone calls and emails with the accounting office at the property, and their promises to refund acknowledged wrongly assigned and duplicate charges, no action was taken by the time Amex bills were due. I had emphasized that we wished to return to the property next year and wanted no hard feelings and therefore preferred NOT to dispute the charges. I also asked that the problems be escalated to a manager. Neither action was taken. I ended up having to dispute nearly $1000 worth of charges, as did our friends (lesser amount).

Maybe I need William's help -- should have asked sooner. we LOVED the property and really want to return, but were disappointed by the way the room assignment and billing was handled.

I see you tried to work it out with the property, but have you contacted CCS?

what is ccs? i tried first via telephone with SPG customer service. was referred to property. Actually, they relayed my initial message.

Hi portflyer,

While William is out of office today, feel free to email us with full details and our team can look into this further for you.

Kind regards,

Alexandra Baker
Specialist, Social Media
Starwood Hotels and Resorts

[email protected]

I'll be straightforward - the manager at this property is just not very good. I had several problems (billing, cleanliness, breakfast benefit) which were resolved after the stay via points compensation.; but wow - it was like pulling teeth. Plus he flat out lies (said he tried to contact me to resolve issues on several occasions - not true - we never left the property during business hours). Happy to give his name if Lurkers request it.

I really wish management at this hotel would up their game because it is a great property.

My suggestion is to forget about talking with them and go the CSS route.

Fraz2007

Hi fraz2007,

Sorry to hear this. Could you please PM or email us with more details and your stay info? I will be glad to share your feedback with the hotel management team.

[email protected]

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd

Email sent.

Agree - you'll want to go the CSS route. Completed a stay in February (2nd at property) and found the most inept management of any nice hotel I've stayed at. Not to mention they nickle and dime you everywhere and do the absolute minimum for plats. For such a beautiful property and great island, it's a shame the hotel is so poorly run. Will be interesting to see what happens if/when the W Vieques get competition.

Read the GM's response to tripadvisor posts - he just doesn't care (if it's even him responding). Nothing changes, including his copy and paste "we're sorry, we'll try harder next time as this doesn't represent us."

Duke - You nailed it. How about the breakfast nonsense? While I was there I just flat out refused to accept that and had them comp us breakfast at the actual restaurant.

It's a shame, because based on the resort alone I would spend a couple long weekends there a year.

@:-)I just noticed that Starwood Lurker IV seems to have a multiple personality.:eek:

I meant to quote these posts. Sorry.