ILUVCITIBANK

STARWOOD LURKER, first I want to thank you for staying in touch and providing anofficia voice throughout this web site and thread...I can't imagine why every single corporation represented on Flyertalk doesn't have as much interest in knowing what their most frequent guests are saying as you appear to on behalf of Starwood. I sincerely hope you get as much out of being here as we get out of you being here. Enough commentary.

Point of post was I wanted to mention my thought process in selecting a hotel for a Las Vegas trip next month....after seeing some tremendous deals available online at various hotels' web sites (Bellagio for $129, Mirage for $69, NYNY for $59), I then thought I would try to stay at a Starwood property (I think Caesars was my first choice) or maybe a Hilton property (I'm gold with both groups)...but after reviewing the overall [perceived to be] arrogant and apathetic attitude of these Vegas hotels towards their own elite program requirements, in both HILTON and STARWOOD groups, I decided that program loyalty should work both ways in Las Vegas and chose a non-affiliated hotel to stay at for my 3-day stay.

And I can honestly say if I had a chance as a suite upgrade at a Starwood property, which GOLD status should/would offer in most SPG properties, I would have given a much stronger consideration to it over a non-affiliated hotel like Mirage or Billagio or wherever.

Seems the Vegas SPG and HILTON hotels want the best of all worlds...access to Starwoods reservation system and tourist feeds...and the "drawing" power of Starwood...but they should be SCOLDED for selectively providing benefits when we, as Starwood guests, ASSUME and EXPECT to get frequent guest treatment group-wide, and then DO NOT, with STARWOOD's COMPLICITY it seems. Never in my wildest imagination did I realize Starwood, and Hilton for that matter, would allow selective compliance with SPG rules...and throughout this Starwood folder, there are numerous complaints of vegas properties failing to honor standard elite benefits. Having the luxury to know this beforehand, why would I ever choose a Starwood property over other luxury hotels ? Times appear to be hard in Vegas right now...seems SPG ought to have a "heart to heart" and let them know people *will* opt away from them, even with their SPG affiliation, when it becomes widely known how arrogant and apathetic they are about providing the perks the program which they signed into to...essentially guarantees.

So - I chose Mirage at $69...and disregarded all the SPG and Hilton properties across the board. That's a 3 night stay x 3 people...and all associated dollars it would bring.

Word needs to get back that until they are healthy, booked to capacity, etc...they ought live up to the RESPONSIBILITIES being in these programs require, and stop playing those games I keep reading about. Disclaimer - I cannot say i was ever refused amenities personally at these Vegas SPG properties...but have read numerous posts where others were.

[This message has been edited by ILUVCITIBANK (edited 10-24-2001).]

sdix

ILUVCITIBANK: There are no Starwood properties in Las Vegas. Do a search, you will see much discussion vis a vis LAS properties (or lack thereof)

We're lucky (I suppose)to be able get some benes from Ceasers but they are not Starwood.

It's a huge whole in the Starwood system. I attend 3 big shows in Vegas every year and make my Marriott Gold status almost 100% in this town! With the upcoming Comdex, I'll earn close to 100K points (with their double promotion)

I won't stay at the Las Vegas Hilton (the big one) as they consider it a resort and give minimal points and benefits.

mypriceline.com

You need to realize in places with gambling they have to take care of the gambling vips. While u may be plat,diamond or gold and may spend some $$$, the suites need goes to those local customers. These places have their own "local vips" and then last dibs goes to "national vips" who see very little.

Its sort of like state vs federal

doc

Caesar’s Palace Hotel & Casino in Las Vegas, NV is a "partner" with Starwood Preferred Guest. This partnership is with Starwood Preferred Guest only, so there will be limits on what members can do with this property through Starwood Preferred Guest.

http://www.flyertalk.com/forum/Forum74/HTML/000933.html

ILUVCITIBANK

I stand corrected; apologies for not understanding this distinct point.

I also knew and understood there were unique nuances with the upgrade-availability...and how casinos use them for the high rollers versus mere frequent stayers.

Actually glad to hear, then that Starwood is, in fact, consistent in its application, and I simply misunderstood the relationship.

thanks all.

Starwood Lurker

Wow, this is what I like to see...an issue that is already resolved before I get back in the office.

ILUVCITIBANK, I am glad that you understand that the relationship we have with Caesars Palace in Las Vegas is a little different from the Starwood branded properties. This hotel is now part of Park Place Entertainment Corporation and is no longer in the Starwood family of hotels.

That being said, I would be less than honest if I said that we are as consistent as we should be when it comes to compliance issues with our participating hotels. My approach has been to try to fix any such problems on an individual basis and thus win the war one battle at a time. The folks in the corporate office are much more proactive, however. Each month the participating hotels are sent a newsletter that highlights any deficiencies we are experiencing in giving our elite members their due recognition as well as informing them of any new developments with the program. From the recent rash of hotels not having their collateral and training done for the Platinum amenity choice program in place, it is obvious that we need to take a serious look into how this information is being disseminated.

These struggles are not new, however. Every frequent stay program seems to have their own specific Achilles heel, so to speak. If Starwood Preferred Guest is unique it is probably in using a policy of Star Service where we make every attempt not to inconvenience our members any more than necessary when it comes to resolving these issues. I am glad to be part of that team effort. It makes coming in to work a real joy, no matter what is waiting for me when I get here.

Best regards,

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

[email protected]

[This message has been edited by Starwood Lurker (edited 10-24-2001).]

Eastbay1K

Nevada properties, for the most part, don't provide much of anything special to anyone but the high rollers, no matter who you are or what program you belong to. Yes, there are exceptions, but not too many. I don't know why Starwood chooses not to manage any NV properties, but I could see that NV properties don't want to be "burdened" by the agreements when they don't need them. Has anyone here in any upper-elite hotel program really ever received EXCEPTIONAL accomodations and service just by the nature of the program status? Just curious. I never have.

BoSoxFan45

First, I am always shocked whenever I see see a moniker professing love for any inanimate thing or corporation. Seems really bizarre, frankly.

The only corporation I love is the one in which I am the majority shareholder, and who knows- that man not be permanent- one day it may be publicly held, I may no longer hold a majority share, and the shareholders may decide that they no longer want anything to do with me. Then I may not love it so much anymore.

Anyway- that part of my commentary is done.

A few thoughts.

1) I would love to see a true SPG property is Las Vegas. (Imagine- being rated, and instead of recieveing food or show comps- Starpoints! ) I was sad to see the DI go.

2) I think many of us know that Starwood's relationships with their hotels are complex. Some are fully owned, some or fully managed, some are joint ventures, some are franchised, and some are "partners with SPG". Within each of those categories, I am sure that all sorts of peculiaraties exist.

3) I appreciate William's frankness regarding the consistency with which SPG terms are applied across the Starwood brands. SPG tries to do the best they can for us, because customers are valuable, and uniformity is a hallmark of a valuable brand. But it is tough, and I for one know and appreciate the work SPG and William does on our behalf with "rogue hotels" and we know they are out there.

4) Suite upgrade as a gold? Seriously? If so, great- but I never got one as a gold member.

ILUVCITIBANK

BoSoFan45, I, more than once, kind of questioned the name I picked...believe me - its more a love/hate relationship, with Citibank, AA, whomever. I sincerely hope you don't read into the name anymore than that. Guess I could call myeslf "ILIKECITIBANK", but on that Monday, I chose a different title. Really - gave it no more thought than that.

FWIW, as a person with an absolute non-interest, whatsoever, in professional baseball and excessively-compensated atheletes (or football or basketball), I am always amused to see baseball fans and names that assign or imply affection to baseball and sports teams. Just matters of personal choice I conclude. And I don't even make it a point to comment publicly as you did - until addressed myself directly; again, just matters of personal choice.

But - some insight - yes a bit off-topic - I am a 4.5Million miler with AA, and my wife is a 2M miler with AA also - every single bit because of the AA/Citibank tie-in. Will save me many would-be hassles, I am sure, as I travel the rest of my life. Not to mention provide essentially free travel for me for decades of my life. Should I not show them some respect for the program that has made myself and my spouse lifetime/vested Platinums ? If I am lucky, I'll also be able to maneuver my kids into Gold or even Platinum vested status before they are 18. Yet more future hassles to help them avoid when they travel.

Lastly - back on topic - Starwood, a class response as I expected from you. I can literally say in previous years I was more a Hilton fan than any other brand..no particular reason since I travel intermittantly at best. However, since digging and researching into "the big four" (I am not into high-end luxury hotels) of Hyatt, Hilton, Marriott, and Starwood threads...and seeing your invaluable input and assistance on a consistent basis, I can now say I select, as a discretionary choice, Starwoods over other hotels, prices and promotions being reasonably equal...because I feel if I ever ran into a real mess, I could come back and at least *get a shot at* fair resolution with your help. Says a lot for how you are perceived on this thread. Other major chains are missing out on this unique customer service/feedback mechanism IMO. There is essentially no equal working lab for a hotel or travel company to get immediate feedback from some of their most frequent customers. In other industries, corporations pay mega-bucks in search of this type of real-time feedback from qualified frequent customers (ie customers who are informed and interested in seeing improvement, etc). That Starwood has seized this opportunity and recognizes it for what it is, impresses me.

Stephen loves Starwood

I have this funny feeling that I should weigh in here . . . I wonder why ?

You can call me SLS if you prefer

The problem is that in the English language there is only one word that describes 'love'. It is a fairly strong word to use if compared to the true definition of love, however since the language is lacking (unlike the Greek language where there are several words for different types of love) our choices are limited.

Anyways, off topic, but there you go.

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I don't know if I'm the only one (and if so, no problem), however, I am glad that Starwood is not heavily involved in Nevada. The less they have to do with Las Vegas, the better.

sdix wrote that "it's a huge whole in the Starwood system." Well, don't forget that donuts have holes and most people like them ! Stupid example, I know! However, Starwood doesn't have to be everywhere to be a complete or good company. Success can be achieved without getting involved in an area whose main source of survival is gambling, a vice that has destroyed many more lives that it has helped.

I don't sit here and tear apart statistical information to invest or patronize 'ethical' or 'environmentally friendly' companies because none of them will ever be perfect. However, when the vice is staring me in the face, I'd like to walk away.

My contribution is to tell Starwood that I'm not disappointed in their decision to not enter this market. Greatness can be reached in other areas.

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Got points ? Got smiles !

onedog

I occasionally go to my nearest Winchells or Dunkin Donuts and buy the hole that they take out of the donut. YUM.

sdix

SLS: It's a huge hole because it's a city that I spend a lot of nights in because of the trade shows I attend. I stay at the Marriott Suites which is off the strip with no gambling.

BoSoxFan45

Nothing personal to either of you. There are PLENTY more names ascribing love to a company. It's just that when I see them, I can't help wondering if it's a corporate shill. Sorry, I can't help it - I'm a cynic.

So far as my name goes, it was chosen on a day, I believe, when the Red Sox which have so tortured me were playing a key game, and when the incomprable Pedro Martinez (hence the 45) pitched a masterpiece worthy of Michelangelo- human achievement in something- however irrelevant- which can only be believed when witnessed.

But I don't love them. I enjoy following them. Hence I am a fan.

I too didn't give much thought to my moniker. In fact, I think that I likely thought I would post once or twice and that would be it.

Guess I was wrong. I'm glad I was.

And by the way, I am an SPGFan as well.

QuietLion

Mirage was the right choice of the ones you mentioned. You might also consider MGM Grand for an inexpensive but very nice hotel.

Venetian, of course, is the best if you can get a decent rate.