Punki

I only recently started staying at Starwood properties after being offered Platinum status as incentive to give it a try.

My first stay (Long Beach) was great--automatically upgraded to a nice suite, pleasant people. I didn't get a welcome amenity, but that's because I left my "Do Not Disturb" sign on the door when I went out to party. They did call and offer.

Since then it has been not so good. When we arrive we are told there are no suites availabe, and are later given suites. ???

When we checked in at the Sheraton Fisherman's Wharf on Friday, they seemed unaware that we had Platinum status. When I asked about the lounge, they directed me to the bar. When I specifically asked about the club lounge, I was advised it was reserved for club level guests only. He went on to advise that we "only had a AAA rate". What was that supposed to mean?

I advised him that the concierge had confimed that they had requested an upgrade and he said there was no record. When I finally called the platinum concierge desk on my cell phone, he found a suite.

I don't know about the rest of you, but the only current reason that I maintain status is so that I will be upgraded and have lounge privileges, late check-out, guaranteed room availability, etc. I also like to be treated nicely, extra nicely.

If I get good service and good perks I will stay, if not I will move on. Is that too difficult for Starwood employees to undestand?

What possible reason would they have for not offering the best they have to their most frequent guests? I am totally baffled.

JerryFF

Although they are all Starwood, my personal experience is that there is a big difference between Sheraton and Westin. My experiences at Westins have almost always been better than at Sheratons. This difference, in my opinion, existed long before the merger and unfortunately has persisted. Others who stay more frequently may have a different perspective, but my suggestion would be to try some Westins before you give up on Starwood.

My personal rating system puts Sheraton and Hilton together, both below Westin, Hyatt and Marriott, in terms of both service and accomodations.

hobson

I totally agree with the suggestion of trying some Westin hotels before giving up. Having said that I've also gotten very fine service at some Sheratons. My favorite example is the Portland Oregon Airport Sheraton. I've stayed there on all kinds of rates, including the AAA rate and have received suite upgrades. I think it depends almost totally on the individual hotel. The branding thing just isn't there yet.

clublounger

There's a bit of a contradiction there. You're Platinum, though seemingly new to Starwood, so you're not yet a "frequent guest". The day before an arrival, the hotel receives a list of all it's Gold and Platinum arrivals. The few lists I've seen, (by accident, I swear!!!) have included the number of SPG points currently in my account. I've also heard that some lists include just how these points were earned, i.e. from stays at 4 Points, Westins, etc..

So, it may be a matter of the hotel using this info to differentiate between Platinum members. That's just a theory though. But, it can certainly be said that there is little consistency across the board and that is frustrating.

Punki

clublounger, I would imagine that it should be apparent to even the least deductive desk agent that if I was recently comped to Platinum, that Starwood has very good information that would lead them to believe that I would become a very frequent if I am pleased with the products and services they offer.

Seing no points in my acount might also mean that I am one of those persons who spends his/her "points" as fast they are earned.

clublounger

In my experience, agents spend ZERO time deducing. And front desk agents aren't all that interested in what our future plans are, unless they relate to their particular property, perhaps.

Yup, a guest could be one who spends his/her points as quickly as they are earned, and I've wondered why the point balance is provided to the hotel. OF course, the hotel can view the account history, as well.

Starwood Lurker

clublounger,

The reason why the hotel is provided your Starpoints balance is to assist them in ordering Instant Awards at the property. They need to know if you have enough Starpoints to cover these awards. It has nothing to do with the determination of who gets an upgrade when they arrive.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

[email protected]

clublounger

Thank you William. Now, I need to ask you about that "Instant Awards" program. I haven't asked at the front desk about these for a very long time, mainly because I was being met with only blank stares when I did ask about them.

I've read in my Starwood info that I should be able to get dinners and breakfasts and all kinds of services using my points, but the only thing that a front desk agent knew about was using my points for upgrades.

Is it up to the properties and was I just asking at the wrong properties? I'm Platinum, so that makes for several "wrong" properties.

Much Mahalo and welcome back from your vacation.

Starwood Lurker

Thanks, clublounger; the time away was glorious.

Several types of instant awards are available to our members. Instant Upgrade may be purchased at the hotel upon arrival. You can purchase Instant Upgrade Awards on any rate, even when you are staying on a Preferred (free) Night Award. The number of Starpoints needed for these instant upgrades are as follows:

750 Starpoints per night - Specialty 1 upgrade
1,250 Starpoints per night - Specialty 2 upgrade
3,000 Starpoints per night - Suite upgrade - Category 1 Hotel
4,000 Starpoints per night - Suite upgrade - Category 2 Hotel
7,000 Starpoints per night - Suite upgrade - Category 3 Hotel
10,000 Starpoints per night - Suite upgrade - Category 4 Hotel
12,000 Starpoints per night - Suite upgrade - Category 5 Hotel
16,000 Starpoints per night - Suite upgrade - Category 6 Hotel

You may also redeem Starpoints for hotel services. The redemption must be done before check out of the hotel. The hotel service award is as follows:

1,500 Starpoints - $20.00 US Hotel Services Credit

The $20 Hotel Services Credit can be applied to any incidentals which can be regularly charged to your room. It will be applied as a $20USD equivalent during check-out at hotels outside the U.S. If you come across a hotel that is not aware of this award, please contact us so we can follow up.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

[email protected]

Gaucho100K

[sorry, dumb question]

Didnt read William's post completely & just posted away...



[This message has been edited by Gaucho100K (edited 04-16-2001).]

clublounger

Well, that is easy enough. I will CERTAINLY put it to the test during my next stay. Even if I don't intend to redeem points(1,500 SPG points=$20 is a bit pricey for me).

I'll let you know if the response from the front desk is less than knowledgeable.

Aloha

clublounger

posted twice...

[This message has been edited by clublounger (edited 04-16-2001).]

rocky

William,

Does this include services that aren't O&O by the hotel? e.g. I was at the Westin La Paloma and had charges on my folio from the Elizabeth Arden Salon and the sedan service.

Rocky

mtacchi

William,

The Sheraton Springer Island in W.Palm Beach is not aware of this program.

BeantownFlyer

On the plus side, I arrived at the Phoenician - and to my surprise the agent said "Welcome Mr. Beantown, becuase of your platinum status, we have upgraded you to a suite." Isn't that the way its supposed to ALWAYS work.
On the negative, I have to agree that no one know anything about the "instant awards" and all the SPG materials state that the awards vary by property - ask at each hotel! If its just a silly $20 credit, why doesn't the SPG marketing material and rule book just say that!