"Checking In" with the Starwood Lurker
Mar 19, 2002, 12:15 am
#61
Join Date: May 2001
Location: San José, California
Posts: 792
When I am checking in, the phone at the front desk rings, and if the person at the front desk is working alone, (s)he will often take the calls and interrupt the service that I am waiting for.
That's very rude and I think those calls should be routed to the Operator. Don't keep interrupting my checkin process - or at least tell the guest to hold on so that he can finish up with me.
That's very rude and I think those calls should be routed to the Operator. Don't keep interrupting my checkin process - or at least tell the guest to hold on so that he can finish up with me.
Mar 19, 2002, 5:06 am
#62
Join Date: Nov 2000
Location: HAM
Posts: 257
The most perfect check-in experience was at the Westin Chosun in Seoul. It happened when I was Gold and Plat, and not just once:
I got picked up from the airport with a limousine (was included in my room rate), and shortly before arriving at the hotel, the driver calls and informs the front desk.
The car stops in front of the hotel, the bellboy opens the car door, greets me by name, takes my luggage out of the car.
As I enter the lobby, hotel staff smile and greet me by name. A lady walks up to me, greets me with my room key in a neat folder in her hand and brings me straight up to my room. The room is a suite, and has the Plat amenity waiting for me. She wishes me a pleasant stay. Two minutes later my luggage arrives in my room. WOW!!! This really left me speechless...!!
Of course, this will only work when you inform the hotel of your arrival time and not too many Plats arrive at the same time.
I fully understand that this is not possible every time, but at least they made an effort. If they can't bring me to my room or don't have an upgrade, a few words to explain or apologize will be fine.
It's amazing how good Starwood is in terms of service, compared to some other hotels that make you feel like you're a nuisance rather than someone who brings them business.
I got picked up from the airport with a limousine (was included in my room rate), and shortly before arriving at the hotel, the driver calls and informs the front desk.
The car stops in front of the hotel, the bellboy opens the car door, greets me by name, takes my luggage out of the car.
As I enter the lobby, hotel staff smile and greet me by name. A lady walks up to me, greets me with my room key in a neat folder in her hand and brings me straight up to my room. The room is a suite, and has the Plat amenity waiting for me. She wishes me a pleasant stay. Two minutes later my luggage arrives in my room. WOW!!! This really left me speechless...!!
Of course, this will only work when you inform the hotel of your arrival time and not too many Plats arrive at the same time.
I fully understand that this is not possible every time, but at least they made an effort. If they can't bring me to my room or don't have an upgrade, a few words to explain or apologize will be fine.
It's amazing how good Starwood is in terms of service, compared to some other hotels that make you feel like you're a nuisance rather than someone who brings them business.
Mar 19, 2002, 3:11 pm
#63
Join Date: Jan 2002
Location: Baltimore
Posts: 120
I'll try to add to the previous comments:
1. Speed at check-in is important (even more so at major hub cities like London, New York etc.) Sometimes I'd love to check-in via the web prior to arriving at the hotel, just an idea.
2. Technology for the SPG card and/or mobile phones as a choice for the guest to use. Somewhere I read an article about British Airways invetigating the use of cell phones as an alternative for paper boarding passes. Most of the important check-in related info. is already stored
3. A dedicated service line - it is a real drag to wait after a long flight with lots of delays.
4. Perhaps a refreshing (doesn't need to expensive) snack. As an example, I had a nice fruit basket in London Heathrow recently. That really hit the spot!
5. All the other stuff about upgrades and other benefits that the rest of the folks have mentioned.
6. William - the SPG innovation is always great to see --- keep up the great work.
1. Speed at check-in is important (even more so at major hub cities like London, New York etc.) Sometimes I'd love to check-in via the web prior to arriving at the hotel, just an idea.
2. Technology for the SPG card and/or mobile phones as a choice for the guest to use. Somewhere I read an article about British Airways invetigating the use of cell phones as an alternative for paper boarding passes. Most of the important check-in related info. is already stored
3. A dedicated service line - it is a real drag to wait after a long flight with lots of delays.
4. Perhaps a refreshing (doesn't need to expensive) snack. As an example, I had a nice fruit basket in London Heathrow recently. That really hit the spot!
5. All the other stuff about upgrades and other benefits that the rest of the folks have mentioned.
6. William - the SPG innovation is always great to see --- keep up the great work.
Mar 19, 2002, 3:23 pm
#64
Join Date: Jun 2000
Location: Santa Barbara, CA
Posts: 7,149
I think it would be great if the clerk immediately acknowledged one's status and the attempt to upgrade them, whether successful or not, without having to be asked whether the status is reflected in the computer, and whether or not an upgrade is possible.
It id always great also when a bellperson acknolwedges if someone wants help with bags, but is not voerly pushy about taking my one garment bag or laptop if travelling alone. I have encountered the no help at some properties where I clearly needed it, but an insistence on help at other properties where I needed none. Subtle difference, but a pleasant an quick offer of help should always immediately be given, but not forced upon guests.
It id always great also when a bellperson acknolwedges if someone wants help with bags, but is not voerly pushy about taking my one garment bag or laptop if travelling alone. I have encountered the no help at some properties where I clearly needed it, but an insistence on help at other properties where I needed none. Subtle difference, but a pleasant an quick offer of help should always immediately be given, but not forced upon guests.
Mar 19, 2002, 5:39 pm
#65
Join Date: May 2001
Location: San José, California
Posts: 792
It would be cool if I could use my SPG card or my credit card as my room key. I can't remember if they have mag stripes though....
One less thing to lose during checkin.
One less thing to lose during checkin.
Mar 19, 2002, 8:01 pm
#66
Join Date: Mar 2002
Location: Pamplona, SPAIN
Programs: SPG Platinum, HHonors Gold, Skymiles Gold, Staralliance Gold
Posts: 330
I agree with all of you about importance of speed and not having to ask about upgrades, amenities, etc. But using mobile phone for check-in would be no-use for me (and many other people, I think). My mobile phone is not at all valid in the US, and even if it would be (or at other european countries where I can use it) any call from it would be rated as an international (long distance) call.
About using the Starwood card as romm key...I haven't received any Starwood card yet (having asked for it about three times), and for what I've read in other threads, that's not an unusual situation! Besides that, even if you have a Starwood card, it may be an easy thing to forget at home.
I also think human contact is good and important (although being myself a shy guy). In fact, probably the most important thing is staffing the right people at the check-in desk. Most times is just the person who makes the difference.
Recently I spent a night at the Sheraton Sta. Maria del Paular, in Rascafria (near Madrid, in Spain). The man at the front desk received me with a great smile "Welcome, Mr. Briones. It's nice to see you have arrived quite earlier than announced (I had told I was expecting to arrive late at night and I did at 6 pm). We have taken notice of your need for a late check-out, and we have also upgraded you to a nice, quiet and larger Deluxe room overlooking the garden. I see you don't have breakfast included in your rate...but we'll include it free for you, anyway. We like doing it every time we are able to. I hope you'll like your stay with us" That's a great welcome, and I would have missed it if I'd found my name and room number in a panel (or in any other mechanical way), and just would have gone upstairs with the Starwood card as room key!
Please, don't forget that is people, and only people, who can smile to you and make you feel as an important valued guest.
About using the Starwood card as romm key...I haven't received any Starwood card yet (having asked for it about three times), and for what I've read in other threads, that's not an unusual situation! Besides that, even if you have a Starwood card, it may be an easy thing to forget at home.
I also think human contact is good and important (although being myself a shy guy). In fact, probably the most important thing is staffing the right people at the check-in desk. Most times is just the person who makes the difference.
Recently I spent a night at the Sheraton Sta. Maria del Paular, in Rascafria (near Madrid, in Spain). The man at the front desk received me with a great smile "Welcome, Mr. Briones. It's nice to see you have arrived quite earlier than announced (I had told I was expecting to arrive late at night and I did at 6 pm). We have taken notice of your need for a late check-out, and we have also upgraded you to a nice, quiet and larger Deluxe room overlooking the garden. I see you don't have breakfast included in your rate...but we'll include it free for you, anyway. We like doing it every time we are able to. I hope you'll like your stay with us" That's a great welcome, and I would have missed it if I'd found my name and room number in a panel (or in any other mechanical way), and just would have gone upstairs with the Starwood card as room key!
Please, don't forget that is people, and only people, who can smile to you and make you feel as an important valued guest.
Mar 20, 2002, 6:44 am
#67
FlyerTalk Evangelist
Join Date: Dec 2000
Location: south of WAS DC
Posts: 10,131
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by juanvaldez:
It would be cool if I could use my SPG card or my credit card as my room key. I can't remember if they have mag stripes though....
One less thing to lose during checkin.</font>
It would be cool if I could use my SPG card or my credit card as my room key. I can't remember if they have mag stripes though....
One less thing to lose during checkin.</font>
The doors wipe the cards clean all the time. I would not be pleased if my AMEX card was wiped clean
[This message has been edited by slawecki (edited 03-20-2002).]
Mar 20, 2002, 6:51 am
#68
FlyerTalk Evangelist
Join Date: Dec 2000
Location: south of WAS DC
Posts: 10,131
I usually stay in premium hotels in Europe. The check in service is outstanding.
I am almost always taken to the room by one of the check in staff, and shown around the room. Sometimes I am given a choice of 2 or 3 rooms. The person explains the hotel, services, area, transportation, etc. and usually spend 5-10 minutes with me. This also happens in hotels other than Starwood.
Am I supposed to tip this person? This person is not the luggage person.
I am almost always taken to the room by one of the check in staff, and shown around the room. Sometimes I am given a choice of 2 or 3 rooms. The person explains the hotel, services, area, transportation, etc. and usually spend 5-10 minutes with me. This also happens in hotels other than Starwood.
Am I supposed to tip this person? This person is not the luggage person.
Mar 20, 2002, 9:33 am
#69
Join Date: Dec 2000
Location: Brooklyn, NY, US
Posts: 2,311
1.) I've been lucky with check-in and out lines (usually <5 minute waits), but a dedicated line, a la 1st class lines at airlines, would be nice, because I, too, often see a little SPG sign off to the side, and am unsure whether that indicates an SPG line or is just a sign letting me know that the hotel participates in SPG.
2.) Things I like: acknowledgement of status, question about amenity choice, confirmation of room type, location, and whether an upgrade was possible or not. Having an envelope w/ key and/or welcome letter in my room is nice, because it indicates that the hotel was expecting my visit. Since many of the hotels I stay in have cancellation policies of one or two days before, by the time check-in rolls around I've already committed to staying there (or paying for a no-show), so the hotel should have time to prepare for my arrival.
3.) Also- I'm not sure if this is a check-in thing or not, but I've always been unclear about how late check-out for golds and plats is supposed to happen- is it supposed to be automatic? Is it supposed to be requested at check-in? Is 4pm the starting point, to be negotiated down to 2 or 3 by front desk staff who have no idea what I'm talking about? You see my point....
[This message has been edited by landspeed (edited 03-20-2002).]
2.) Things I like: acknowledgement of status, question about amenity choice, confirmation of room type, location, and whether an upgrade was possible or not. Having an envelope w/ key and/or welcome letter in my room is nice, because it indicates that the hotel was expecting my visit. Since many of the hotels I stay in have cancellation policies of one or two days before, by the time check-in rolls around I've already committed to staying there (or paying for a no-show), so the hotel should have time to prepare for my arrival.
3.) Also- I'm not sure if this is a check-in thing or not, but I've always been unclear about how late check-out for golds and plats is supposed to happen- is it supposed to be automatic? Is it supposed to be requested at check-in? Is 4pm the starting point, to be negotiated down to 2 or 3 by front desk staff who have no idea what I'm talking about? You see my point....
[This message has been edited by landspeed (edited 03-20-2002).]
Mar 20, 2002, 9:37 am
#70
Join Date: Dec 2000
Location: Brooklyn, NY, US
Posts: 2,311
oops- meant to edit, not quote myself!
[This message has been edited by landspeed (edited 03-20-2002).]
[This message has been edited by landspeed (edited 03-20-2002).]
Mar 20, 2002, 12:16 pm
#71
Company Representative - Starwood
Original Poster
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
landspeed, you can request a 4 PM check-out upon arrival. It is not a negotiable benefit for Gold or Platinum members unless the hotel is a resort. At resorts, it is subject to availability.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
[This message has been edited by Starwood Lurker (edited 03-20-2002).]
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
[This message has been edited by Starwood Lurker (edited 03-20-2002).]
Mar 20, 2002, 1:49 pm
#72
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,183
I would definitely suggest you pass along that education to your hotels since I've yet to stay at one hotel who didn't make a big fuss over a late checkout, even though I'm Platinum...
Mar 20, 2002, 1:58 pm
#73
Company Representative - Starwood
Original Poster
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
They can fuss all they want, but if they deny it and the property is not a resort, you need to let me know immediately.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 20, 2002, 2:01 pm
#74
Join Date: Jun 2001
Location: FR Riviera
Programs: IB Gold, EK Gold, LH Frequent Tr, UA Silver; Marriott Titanium Elite Lifetime,
Posts: 60
To me check-in isn't a big deal, unless you are staying at a circus environment hotel like Caesers. I really just want them to be friendly, acknowledge that I am a Platinum and upgrade me to the best room that they can (and not be deceitful about it or pretend they don't know I'm Platinum), tell me anything specific about the hotel I need to know, and lastly act like I am a valued guest.
If it is a circus hotel (meaning a ton of people) then I would like a shorter line with a brief wait for those with status.
If it is a circus hotel (meaning a ton of people) then I would like a shorter line with a brief wait for those with status.
Mar 20, 2002, 2:01 pm
#75
Join Date: Jun 2000
Location: Santa Barbara, CA
Posts: 7,149
It happens more often than not. The typical response when I ask for a late checkout as an SPG elite member is :
Check-out time is noon, sir. If you would like to stay longer, it will be a charge for an extra night.
Upon arguing the point, generally I get an hour or two.
This is a problem at more hotels than not.
Check-out time is noon, sir. If you would like to stay longer, it will be a charge for an extra night.
Upon arguing the point, generally I get an hour or two.
This is a problem at more hotels than not.