Feb 13, 2017, 9:27 am
Last edit by: KENNECTED
Official Announcement
American Express and Starwood enhance cobrand credit card benefits
Will the additional cardholders on my Starwood Business Amex account get access to the Sheraton Club lounge? What about guests in additional rooms I'm also paying for?
"This benefit is for Basic Card Members only on Starpoint Eligible Rate reservations...Sheraton Club lounge access is limited to the eligible Card Member and a guest staying in the same room for the duration of the stay, regardless of how many rooms have been reserved." (See Starwood FAQs.)
Which hotel brands with the Sheraton name will offer the lounge benefit?The benefit is offered at all Sheraton-branded properties, including Sheraton Grand hotels, with the exception of any Luxury Collection property. It is not available at Four Points by Sheraton hotels.
Club access if I book my stay with points or cash+points?
Per Starwood Lurker, yes.
American Express and Starwood enhance cobrand credit card benefits
Will the additional cardholders on my Starwood Business Amex account get access to the Sheraton Club lounge? What about guests in additional rooms I'm also paying for?
"This benefit is for Basic Card Members only on Starpoint Eligible Rate reservations...Sheraton Club lounge access is limited to the eligible Card Member and a guest staying in the same room for the duration of the stay, regardless of how many rooms have been reserved." (See Starwood FAQs.)
Which hotel brands with the Sheraton name will offer the lounge benefit?The benefit is offered at all Sheraton-branded properties, including Sheraton Grand hotels, with the exception of any Luxury Collection property. It is not available at Four Points by Sheraton hotels.
Club access if I book my stay with points or cash+points?
Per Starwood Lurker, yes.
How Is SPG Amex Business Card Access to Sheraton Lounges Fulfilled at the Hotels?
Aug 10, 2017, 11:27 am
#166
Join Date: Feb 2000
Posts: 6,535
by analogy, a Citi AA Executive credit card comes with AA lounge access and it works perfectly. never even been a report of a Citi AA Executive cardmember having the slightest of difficulties using the benefit.
the failure is on Starwood's part to not seamlessly implement this benefit between AMEX/SPG, like Citi/AA have done. they just don't seem to care.
the failure is on Starwood's part to not seamlessly implement this benefit between AMEX/SPG, like Citi/AA have done. they just don't seem to care.
Aug 10, 2017, 12:06 pm
#167
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,408
As to the point of not caring, the Lurkers do a great job of trying to help Starwood herd its cats (the numerous hotels, each with training issues).
Aug 10, 2017, 3:58 pm
#168
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
by analogy, a Citi AA Executive credit card comes with AA lounge access and it works perfectly. never even been a report of a Citi AA Executive cardmember having the slightest of difficulties using the benefit.
the failure is on Starwood's part to not seamlessly implement this benefit between AMEX/SPG, like Citi/AA have done. they just don't seem to care.
the failure is on Starwood's part to not seamlessly implement this benefit between AMEX/SPG, like Citi/AA have done. they just don't seem to care.
Aug 28, 2017, 12:49 pm
#169
Join Date: Nov 2007
Location: PHX
Posts: 4,787
Another Sheraton stay, and another fight for access. I got access, and even with a smile eventually, but man this is tedious.
This thread is more than two years old.
This thread is more than two years old.
Last edited by lkar; Aug 28, 2017 at 1:05 pm
Aug 28, 2017, 12:56 pm
#170
Original Poster
Join Date: Oct 1999
Location: BOS
Programs: JetBlue Mosaic, WN A List Preferred, Hyatt Globalest, Hilton Diamond, Marriott Platinum, IHG Spire
Posts: 3,966
I'm Telling You
If all of you would just add in the comments/special requests:
Guest advised and is authorized club lounge access per SPG/Amex program.
I just about guarantee you you will not have trouble, you will just tell the front desk associate to read the notes/comments in your record.
If you wait and try to leave it to Spg/Amex/Marriott/the local properties to fix it, I can all but guarantee you will run in to problems.
You've tried to leave it up to them for years and its still a mess.
You have to take this over yourself.
Guest advised and is authorized club lounge access per SPG/Amex program.
I just about guarantee you you will not have trouble, you will just tell the front desk associate to read the notes/comments in your record.
If you wait and try to leave it to Spg/Amex/Marriott/the local properties to fix it, I can all but guarantee you will run in to problems.
You've tried to leave it up to them for years and its still a mess.
You have to take this over yourself.
Aug 28, 2017, 1:05 pm
#171
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 28, 2017, 2:38 pm
#172
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
My apologies for the inconvenience. It always helps if you name the hotel so we can have the SPG Hotel Coordinators follow up with them.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
I must confess though that I think what many of us are frustrated by is the lack of a system wide enforcement of the policy. Specific properties can be told "you need to give SPG Amex Biz cardholders access" when there is a problem, but that doesn't help for the next property, that may not "know" the policy. Maybe Amex needs to have this benefit printed on the back of card? Or maybe SPG could add the benefit on their end to our SPG number? Somehow the same way that Plat members get Gold status and it's tied to their Plat card.
I'd say personally that SPG benefits from this perk (and so do the cardholding guests). I will choose a Sheraton over a Marriott or a Hyatt b/c of this particular lounge benefit (just did, in fact, in Pasadena).
Aug 28, 2017, 2:50 pm
#173
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
Speaking of my upcoming stay at the Sheraton Pasadena, could anyone provide an email address for the front desk manager? Website says:
"The Sheraton Club Lounge is currently undergoing its transformation and is expected to be completed in Fall 2017. As we upgrade this space, the Club Lounge will not be available. Please contact the hotel directly if you have any questions regarding an upcoming stay."
I would like to find out if they will provide breakfast in the restaurant as an alternative benefit. Though there seems to be some disruption there, too:
"Restaurants and Bar: This phase of the renovation will begin in August 2017 with a scheduled completion of October 2017. During this time, Restaurant Soleil will remain available, but service will move to the Piazza Ballroom. Charlie's Bar service will also remain available but will be located in the Cordova Room."
I didn't realize this when I booked and you kind of have to dig around to find this info. I will likely cancel b/c the whole things sounds like a bit of a head, esp with the daily active construction noted on the website, also. http://www.sheratonpasadena.com/renovation
"The Sheraton Club Lounge is currently undergoing its transformation and is expected to be completed in Fall 2017. As we upgrade this space, the Club Lounge will not be available. Please contact the hotel directly if you have any questions regarding an upcoming stay."
I would like to find out if they will provide breakfast in the restaurant as an alternative benefit. Though there seems to be some disruption there, too:
"Restaurants and Bar: This phase of the renovation will begin in August 2017 with a scheduled completion of October 2017. During this time, Restaurant Soleil will remain available, but service will move to the Piazza Ballroom. Charlie's Bar service will also remain available but will be located in the Cordova Room."
I didn't realize this when I booked and you kind of have to dig around to find this info. I will likely cancel b/c the whole things sounds like a bit of a head, esp with the daily active construction noted on the website, also. http://www.sheratonpasadena.com/renovation
Aug 28, 2017, 2:55 pm
#174
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...I must confess though that I think what many of us are frustrated by is the lack of a system wide enforcement of the policy. Specific properties can be told "you need to give SPG Amex Biz cardholders access" when there is a problem, but that doesn't help for the next property, that may not "know" the policy. Maybe Amex needs to have this benefit printed on the back of card? Or maybe SPG could add the benefit on their end to our SPG number? Somehow the same way that Plat members get Gold status and it's tied to their Plat card...
Every time we do, in almost every instance, the SPG Champion and the Front Office Manager onsite at the hotel know about this benefit, but the defect can be traced to someone newly-hired who is not familiar with it yet.
As for connecting those who are qualified for it to their booking, that is already being done, but anyone new at the front desk may not be aware of where to look for it. That is where the follow-up comes in...to make them aware so that front desk person does not continue making this error.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 28, 2017, 3:21 pm
#175
Join Date: Feb 2000
Posts: 6,535
I understand there is frustration over this, but from my perspective it really isn't so widespread a problem that it cannot be handled by opening a customer service file when required and having the SPG Hotel Coordinators follow up with the property involved.
Every time we do, in almost every instance, the SPG Champion and the Front Office Manager onsite at the hotel know about this benefit, but the defect can be traced to someone newly-hired who is not familiar with it yet.
As for connecting those who are qualified for it to their booking, that is already being done, but anyone new at the front desk may not be aware of where to look for it. That is where the follow-up comes in...to make them aware so that front desk person does not continue making this error.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Every time we do, in almost every instance, the SPG Champion and the Front Office Manager onsite at the hotel know about this benefit, but the defect can be traced to someone newly-hired who is not familiar with it yet.
As for connecting those who are qualified for it to their booking, that is already being done, but anyone new at the front desk may not be aware of where to look for it. That is where the follow-up comes in...to make them aware so that front desk person does not continue making this error.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 28, 2017, 4:12 pm
#176
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
I guess we will have to agree to disagree then. If that were the case, we would be having multiple posts from multiple members every day of the week.
We are more than willing, however, to continue following up on any properties that we are made aware of who are having trouble delivering on this benefit.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
We are more than willing, however, to continue following up on any properties that we are made aware of who are having trouble delivering on this benefit.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Last edited by Starwood Lurker; Aug 28, 2017 at 4:20 pm
Aug 28, 2017, 6:35 pm
#177
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
I guess we will have to agree to disagree then. If that were the case, we would be having multiple posts from multiple members every day of the week.
We are more than willing, however, to continue following up on any properties that we are made aware of who are having trouble delivering on this benefit.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
We are more than willing, however, to continue following up on any properties that we are made aware of who are having trouble delivering on this benefit.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 29, 2017, 9:33 am
#179
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 29, 2017, 4:06 pm
#180
Join Date: Feb 2013
Programs: Hyatt Globalist, MLife Gold, Marriott Gold, HHonors Gold, Caesars Diamond, Amex Plat
Posts: 5,934
Send them an email by clicking on the Email Us url here?
The property's email address is [email protected].
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Appreciate the help.
