Lulu

We checked into Sheraton Suzhou, Wuxi, and Nanjing in China, and were told because of Platinum status, the hotel would be able to upgrade us to Tower room, but we are not entitled to Tower benefits (ie free breakfast, butler service, etc.) Never had this problem before, is this a new Policy? Because the flip side is that we stayed at Westin Tai Ping Yang in Shanghai, and while they gave us a regular room, without our asking, they gave us breakfast vouchers with Platinum stamped on it.
Could someone help in clarifying this policy? Thanks

[This message has been edited by Lulu (edited 12-11-2000).]

Gaucho100K

eeehh ??? Towers room but no benefits..? That's the first time I hear that. Maybe it was due to the rate you were booked under?

Ive had a situation where I was entitled to a Club room but the hotel was full, so I got a normal room but all Club benefits, so your case sounds quite strange.

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Gaucho100K

Chiangi

The Sheraton in Singapore seems to have a policy of upgrading Plat. members to a suite, where available, but no benefits that usually come with a suite.

I confirmed by email that they have this policy and specifically said that I need to 'pay' to get benefits.

[This message has been edited by Chiangi (edited 12-12-2000).]

Eastbay1K

Hiltons have done this to me twice, but so far, not any Starwood property.

SFO_FT

I can confirm what others are saying about non-Towers Towers experiences. I'm a new Plat member (also Hyatt Diamond, where I've never encountered the situations I had with Sheratons over the past week).

I recently stayed at the Sheraton Singapore Towers (that's the official name of the property). Was told that only guests paying select rates (assume rack only?) are given breakfast/cocktails. Plat amentity was a baggage strap.

I recently stayed at the Sheraton Deira Dubai. They made a big deal (in the good sense of the term) about upgrading me to the Executive Floor -- a tiny room facing on interior light well). The hotel was, maybe, 30% full. Later discovered that the Exec Floor lounge is closed for the month, so I inquired about obtaining a breakfast voucher. Oh no, this is only given to guests PAYING for Towers room. (Don't understand what the upgrade was for, then.) No Plat amenity and airport pickup was 30 minutes late. Won't be staying there again.

Received great service at the Sheraton Doha. Junior suite on the Exec Floor. Breakfast, nice fruit basket, etc. Older property about to start renovation, with really friendly, outgoing service! Airport pickup was fine.

Now at the Lux Collection Bristol in Beirut. Beautiful property, but had a horrible experience with an airport non-pickup. Had called the U.S. Plat concierge TWICE to confirm that they had my flight arrival details and request for pickup. The hotel provides free transfer. Of course, arrived at Beirut airport at 1:55am and no one's there .. a ghost town. Plus, the terminal is undergoing renovation and couldn't find any payphones or currency exchange. After waiting 30 stressful minutes, ended up taking a taxi for some ridiculous amount to the hotel. At check-in, the desk clerk insisted that I pay for the taxi, since "Sheraton central reservations must have made a mistake." Uh, don't think so. Ended up discussing the matter the following day with an asst. manager who took care of things. Asked to see my reservation -- the Plat desk had only noted my arrival at 1:55am, but didn't document my specific request for airport pickup. Very frustrating -- lesson learned is that I will now request that my arrival details be placed in the special remarks section of the res AND that the special remarks section be faxed to me with the hotel confirmation.

I'm relatively new to Platinum and maybe I had unreasonably high expectation levels about Starwood, but isn't the Plat concierge supposed to make sure these things don't happen? For example, I had faxed the Doha hotel with a request to arrange a visa for me. Called the Plat concierge TWICE, asking that they follow up with hotel -- to have them fax a copy of the visa to me as I would need in for flight check-in. The Plat concierge said he would, but never heard back from him. (The airline almost wouldn't let me on the plane). Very stressful stuff.

jetsetter

One of the things I really like about Hilton Honors is that as Gold or Diamond you are guaranteed either:
*An upgrade to the executive level; or
*If upgrade is not available, access to the level or a complimentary Continental breakfast.

I don't know why SPG does not offer the breakfast, or terms in its program that specify that one is to be upgraded to the club level. The terms just say something like "specialty room" or "preferred room" which is a highly subjective term. Hilton is much more clear, straightfoward, etc. You know exactly what you'll get. Hilton lacks the Plat Amenity though. In my readings of these boards, it seems Hyatt really has the amenity and upgrades down to a science, but you need to be Diamond in order to get these benefits all the time.

Starwood Lurker

SFO_FT, if you will please contact me via email through [email protected] <mailto:[email protected]> I would appreciate the opportunity to follow up with the hotels in question on your behalf.

As an organization we continue to struggle with the inconsistency of our hotels in delivering benefits to our most important elite members. One of the ways we’re able to address this issue is through the reports posted on FlyerTalk. We feel personal disappointment when a hotel fails to meet a member’s expectations and we are grateful for the chance to do something about it.

Please allow me to clarify a few points on the subject of member benefits:

1) If a hotel is unable to upgrade a member to a room that includes extra features (such as Club Lounge access), they are not required to make those features available to the member. It is a welcome gesture we encourage, but the hotel is not obligated to provide the extra features.

2) Members who are upgraded to rooms on a Club or Towers Floor should not be charged a fee to take advantage of the privileges associated with that floor - that would seem to turn a benefit into a penalty.

SFO_FT, thank you for bringing these issues to our attention. We would appreciate you taking the time to inform us of your experience, so that we can work harder to provide you with the hotel experience you deserve. We encourage everyone to share their experiences with us, either directly or through FlyerTalk.

Best Regards,

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

Danial

Starwood Lurker

Thanks for clarifying benefits of Platinum but unfortunately, even at Sheraton Imperial Kuala Lumpur, Malaysia which previously gives all Club floor benefits to Plat has been changed without buffet breakfast, Butler, Laundry and charges for every calls including toll free but can enter executive lounge. I was even upgraded to a Club floor but must pay RM150/- to enjoy the full benefits of a Club floor.

With uneven treatment and benefits among Starwood hotels, I have decided not to continue Plat membership but maintaining Gold as Gold usually doesn't expect much. At least with Hilton Intl, I am usually happy with their consistent in providing benefits to their elites.

Chiangi

Hi, SFO_FT, A Plat. amenity at the Sheraton in SIN? I've stayed there three or four times this year with varying rates including a benefit-eligible rate and have never got any amenity whatsoever.

I thought this is one of those non-amenity hotels. This property offers quite good benefits, not just breakfast and drinks, and maybe worth paying.

But now the rate one would have to pay to get these benefits at the Sheraton is about the same as a rack rate for the Traders in Singapore. I would definitely go for the Traders as it gives you free limousine transfers to and from the airport, not to mention breakfast and laundry. And if you are interested in miles, you get 2,000 miles with a major airline.

Personally, I do not appreciate this amenity part of the SPG benefits, though. I just throw those energy bars, chips, cookies that North American properties typically provide. ((I appreciate bottles of water, though.)

Hyatt is much, much, much, much better in this area, providing a choice of amenities, all of which are better than SPG.

I also rarely go for breakfast, so I do not care so much about it. Either I depart before the breakfast service begins or sleep through.

What I would appreciate is free local phone calls, though. I wish SPG would give elite members a choice of energy bar and free local calls up to certain minutes.

This is what I had vaguely imagined, too.

I posted about a reservation for the Westin Banyan Tree in BKK. I requested a consierge (in the U.S.) to call the hotel immediately so that I would not have the 'you-don't-have-any-reservation-sir' problem. I made this request as I was arriving at the hotel within one hour or so.

He said yes. But at the hotel, I was told no one from SPG called and I was told that I do not have a reservation. It was a small thing but was quite stressful for me as it was past midnight and after a long flight.

Someone from SPG by the name of Jennifer emailed me apparently upon reading one of my posts here. So I reported about the above little incident but no reply to date. I also have another inquiry unanswered but I no longer care about it.

I used to get much better, promopt responses from SPG but maybe there are now too many elite members that they have to take care of.

Hyatt still responds very quickly to any inquiries, though.

Hilton takes quite long in replying inquiries but they do reply.

I think there are inconsistencies in the three I use and each offers advantages over another as well as disadvantages. It's more up to individual hotels (and how they treat me) than the chain itself that I take into account in making a choice.

I have blacklisted a few SPG as well as one Hyatt and one Conrad but I have also put several SPGs and several Hyatts on my priority stay list as well.

[This message has been edited by Chiangi (edited 12-14-2000).]

tinkybelle

I stayed at the Sheraton singapore on a published but cheaper rate$190 p/n.
I was upgraded to tower room but with no free breakfast and drinks. I will contact starwood lurker as I feel that I may as well have stayed at the conrad as they alway upgrade to exec club. woonderful breakfast french champagne(louis roededer)and enough nibblies for a substantial dinner!!Grand Hyatt upgrades to a lovelymini suite and regency club benefits and theyre right in the middle of town!!

tinkybelle

Just emailed starwood lurker and got a reply within 15 minutes. now THAT IS SERVICE.But it sems that NO ONE ELSE has even taken the time to email William with specifics. Come on flyertalkers!!! -if you really want something done email William with specific dates and he is quite happy to follow it up so maybe there will be some consistency with these hotels for those of us who travel lots!!

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Hyatt Diamond/Hilton Diamond/Sheraton Platinum/UAEP

[This message has been edited by tinkybelle (edited 12-14-2000).]

Danial

Done, I have send him an e-mail as I will be staying at the Singapore Sheraton Towers and with all the positive and negative comments.

Starwood Lurker

This is what we have been able to learn from speaking to our contacts in Asia/Pacific regarding this subject:

The Sheraton Nanjing Kingsley Hotel & Towers should have granted Tower benefits with the Towers room upgrade. Our contacts are currently reviewing this with the hotel.

The Sheraton Wuxi Hotel will not be adding a Towers section to the hotel. The lounge that was planned for the upper floors will also not be completed as originally planned, therefore no Tower rooms or amenities are available at this hotel.

The Sheraton Suzhou Hotel & Towers has a Towers lounge that offers free coffee and tea throughout the day as well as evening cocktails from 6pm to 7pm. These benefits should have been extended to Lulu. No breakfast is served in this lounge, however. The hotel is currently revising their room rates for 2001 to include breakfast on all their room types. Again, our contacts are reviewing the situation with the hotel to ensure our members are receiving their due amenities.

The Sheraton Towers Singapore says they do not have a Towers Lounge. What they sell is a room type that is basically a deluxe room on a higher floor with added amenities which is sold as a “Towers Room”. They are more than willing to upgrade Platinum members when these higher floor rooms are available, but they do not add the amenities. For an additional $60 Singapore (approx $30USD) per night, the following amenities are added:

· Free breakfast at Terazza or by Room Service
· Free laundry or dry cleaning for 8 pieces of clothing per guest per day
· Complimentary cocktail hour Monday through Friday at the Aurum bar
· Free local phone calls
· Pressing of one 3 piece suit upon arrival
· Butler service including wake-up coffee/tea service
· Evening turndown service
· Complimentary use of the health club, pool, and sauna facilities
· Complimentary daily newspaper
· Personalized voicemail

As of January 1, 2001, Platinum members will receive two additional benefits which will be published as part of our Terms and Conditions:

· Free access to the hotel’s health club or gym
· Free access to the executive floor/club level, if there is one (This does not guarantee that the room assignment will necessarily be on one of these floors or that a hotel will be required to provide the amenities if they do not have the facilities to offer them.)

This should wrap up the concerns originally expressed on this thread. Unfortunately, SFO_FT did not send us the information we needed to resolve his or her issues.

Best Regards,

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




[This message has been edited by Starwood Lurker (edited 01-09-2001).]

siliconengineer

An alternate to the Sheraton in Singapore is the Westin Stamford & Plaza. I have almost always been upgraded to an Executive Club room, and on a few occasions to a suite when the Club room was not available. They were spotty with the Platinum amenity, but have consistently got it the last 4 stays. And, have always gotten the free benefits that come with the room, equivalent to the Sheraton except the laundry services (but does laundry amount to USD$60 every day?):

Too bad Stamford & Plaza will not be Westin in 2002.

Chiangi

Mr. Lurker perhaps misquoted? Wouldn't that be 60 Singapore dollars?

I hope Raffles manage the two properties better after terminating the contract with the Westin.

I got very inconsistent treatment there as Plat.

[This message has been edited by Chiangi (edited 12-25-2000).]