disappointed in spg plat customer service

 
Old Dec 19, 16, 9:49 pm
  #1  
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disappointed in spg plat customer service

i was trying to book a night for my upcoming family vacation and was trying to figure out which of the spg's in kiroro would be able to give my family of 5 adults the best experience. to do so, i contacted SPG plat customer service since neither hotels had email addresses listed on the website.

less than 24 hours ago, many of the options that were previously able to be booked online are no longer available. this is one instance where i feel like by contacting SPG customer service, it caused the hotels to remove available options and made booking less accessible. (it wasn't as if the options were booked, they were removed from all dates across the board)

regarding other options such as ski packages and traditional japanese ryokan dinner, SPG essentially told me to contact the hotel directly, which basically meant they were of zero assistance to me. as a 9th year spg plat member, this was the first and probably the last time i try to use the platinum service. very very disappointed with the 'platinum' level of service provided. now instead of looking to book the deluxe suite for my family, i will probably opt for the most affordable options and basically write off this night of our trip as a 'live and learn' moment, to NOT contact SPG plat service, and that i should have booked the room first and then ask questions (i was in between airports/delays/transfers)

Last edited by arthur -- flyer wanna be; Dec 19, 16 at 9:59 pm Reason: for accuracy
arthur -- flyer wanna be is offline  
Old Dec 19, 16, 10:28 pm
  #2  
 
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Originally Posted by arthur -- flyer wanna be View Post
i was trying to book a night for my upcoming family vacation and was trying to figure out which of the spg's in kiroro would be able to give my family of 5 adults the best experience. to do so, i contacted SPG plat customer service since neither hotels had email addresses listed on the website.

less than 24 hours ago, many of the options that were previously able to be booked online are no longer available. this is one instance where i feel like by contacting SPG customer service, it caused the hotels to remove available options and made booking less accessible. (it wasn't as if the options were booked, they were removed from all dates across the board)

regarding other options such as ski packages and traditional japanese ryokan dinner, SPG essentially told me to contact the hotel directly, which basically meant they were of zero assistance to me. as a 9th year spg plat member, this was the first and probably the last time i try to use the platinum service. very very disappointed with the 'platinum' level of service provided. now instead of looking to book the deluxe suite for my family, i will probably opt for the most affordable options and basically write off this night of our trip as a 'live and learn' moment, to NOT contact SPG plat service, and that i should have booked the room first and then ask questions (i was in between airports/delays/transfers)
We have all been there. Thats the way the cookie crumbles sometime. Since your entitled to Marriott Platinum give them a try and see if they surprise you?
HHonors OUTSIDER is offline  
Old Dec 19, 16, 11:22 pm
  #3  
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Originally Posted by arthur -- flyer wanna be View Post
i was trying to book a night for my upcoming family vacation and was trying to figure out which of the spg's in kiroro would be able to give my family of 5 adults the best experience. to do so, i contacted SPG plat customer service since neither hotels had email addresses listed on the website.

less than 24 hours ago, many of the options that were previously able to be booked online are no longer available. this is one instance where i feel like by contacting SPG customer service, it caused the hotels to remove available options and made booking less accessible. (it wasn't as if the options were booked, they were removed from all dates across the board)

regarding other options such as ski packages and traditional japanese ryokan dinner, SPG essentially told me to contact the hotel directly, which basically meant they were of zero assistance to me. as a 9th year spg plat member, this was the first and probably the last time i try to use the platinum service. very very disappointed with the 'platinum' level of service provided. now instead of looking to book the deluxe suite for my family, i will probably opt for the most affordable options and basically write off this night of our trip as a 'live and learn' moment, to NOT contact SPG plat service, and that i should have booked the room first and then ask questions (i was in between airports/delays/transfers)
Hi arthur -- flyer wanna be,

We would like to clarify that our Platinum service and SPG customer service associates do not have the rights to advise the hotel to make any changes to the availability of the rooms online.

We have also dropped you a private message if you would require any further assistance.

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Starwood Lurker IV is offline  
Old Dec 20, 16, 1:20 pm
  #4  
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Originally Posted by Starwood Lurker IV View Post
Hi arthur -- flyer wanna be,

We would like to clarify that our Platinum service and SPG customer service associates do not have the rights to advise the hotel to make any changes to the availability of the rooms online.

We have also dropped you a private message if you would require any further assistance.

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
if you wanted to take this conversation offline, i'm happy to do so, but all the other clarification completely missed my point and warrants a public response:

yes, i am now aware of how little y'all can do.

i never said the spg staff made or ordered the hotels to do anything about their availability, so your clarification is... unnecessary.

what is certain is that contacting spg plat did not help me out at all. in fact, i now have less options. i ended up having to research both hotels and to piece my trip together.

what i wanted, all along, was for the properties to let me know what options do they have for 5 people for a 1 night stay. since no email option was available online, i had to go through you lot. in fact, in my correspondence i left contact info for the hotels to contact me. and what i received in response, was 'here's their contact info, write them yourself.' that might have been the correct response if we are talking about some airport four points, but to tell me that y'all contacted two japanese ski resorts and both their responses is for me to email them to ask the question? is that more or less likely than the spg plat staff not following through? i will have to think that one through.

yes, i am also aware that at least 2 starwood representatives (the online staff and you) did not understand what i needed, so either i need to learn to communicate better or find another hotel chain to go to. heck, what's lifetime status on a program that got bought out anyways.... thanks for making the transition to marriott/hilton that much easier.

bottom line for spg is this: i'm still staying at one of the properties but now booked under much more affordable options since i had to do the research find find better deals. i will now be staying at the property with a much more critical eye. this thread is now on the internet. it's just one voice but it is a knock on your program for anyone who bothered to read this.
arthur -- flyer wanna be is offline  
Old Dec 20, 16, 1:39 pm
  #5  
 
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Originally Posted by arthur -- flyer wanna be View Post
if you wanted to take this conversation offline, i'm happy to do so, but all the other clarification completely missed my point and warrants a public response:

yes, i am now aware of how little y'all can do.

i never said the spg staff made or ordered the hotels to do anything about their availability, so your clarification is... unnecessary.

what is certain is that contacting spg plat did not help me out at all. in fact, i now have less options. i ended up having to research both hotels and to piece my trip together.

what i wanted, all along, was for the properties to let me know what options do they have for 5 people for a 1 night stay. since no email option was available online, i had to go through you lot. in fact, in my correspondence i left contact info for the hotels to contact me. and what i received in response, was 'here's their contact info, write them yourself.' that might have been the correct response if we are talking about some airport four points, but to tell me that y'all contacted two japanese ski resorts and both their responses is for me to email them to ask the question? is that more or less likely than the spg plat staff not following through? i will have to think that one through.

yes, i am also aware that at least 2 starwood representatives (the online staff and you) did not understand what i needed, so either i need to learn to communicate better or find another hotel chain to go to. heck, what's lifetime status on a program that got bought out anyways.... thanks for making the transition to marriott/hilton that much easier.

bottom line for spg is this: i'm still staying at one of the properties but now booked under much more affordable options since i had to do the research find find better deals. i will now be staying at the property with a much more critical eye. this thread is now on the internet. it's just one voice but it is a knock on your program for anyone who bothered to read this.
Calm down...the lurkers have their very best intentions for everyone here and in all cases they genuinely want to help...

I understand your frustration as I've been there but the regular Platinum assistance that you expected had been gone years ago, at least half a decade ago.

If you want true customer service, then the lurkers is the place to go. But if I was in your shoes I'd rather email the property myself after getting their email and I'm quite certain that's what 95% of us platinums would do.

If you want that kind of service that you expect, then achieve ambassador status.
supatight80 is offline  
Old Dec 20, 16, 4:55 pm
  #6  
 
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Based on your posts, it sounds as if you expected SPG Customer Service to act as your personal travel agent. You are welcome to disagree, but I do not see that type of service to be a stated benefit of being SPG Platinum Preferred.
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Old Dec 20, 16, 5:27 pm
  #7  
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Originally Posted by writerguyfl View Post
Based on your posts, it sounds as if you expected SPG Customer Service to act as your personal travel agent. You are welcome to disagree, but I do not see that type of service to be a stated benefit of being SPG Platinum Preferred.
I assumed by stating "SPG Platinum Customer Service" OP was referring to the SPG Platinum Concierge which is (or should I say previously was) a stated benefit of being SPG Platinum Preferred. I added the parenthetical because I just checked and I no longer see Platinum Concierge as a stated benefit.
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Old Dec 21, 16, 7:02 am
  #8  
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there's only so much the platinum line can do to help, especially if the queries regard properties' local policies and amenities... what platinum line definitely can't help with is trying to go around the website's booking restrictions against stacking 5 people into one suite. perhaps airbnb would better suit OP's travel needs.
FozBoy is offline  
Old Dec 21, 16, 7:11 am
  #9  
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Originally Posted by controller1 View Post
I assumed by stating "SPG Platinum Customer Service" OP was referring to the SPG Platinum Concierge which is (or should I say previously was) a stated benefit of being SPG Platinum Preferred. I added the parenthetical because I just checked and I no longer see Platinum Concierge as a stated benefit.
SPG Platinum Concierge, when it existed, was just a glorified name for SPG Platinum reservation agent. What OP expected was SPG Platinum Ambassador Service which he didn't have.
TerryK is offline  
Old Dec 21, 16, 9:47 pm
  #10  
 
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When did SPG eliminate the Platinum Concierge? I always found them to be fantastic!
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Old Dec 21, 16, 9:53 pm
  #11  
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IME the qualify of Plat Concierge service decreased very noticeably when Ambassador level was first created as an experiment and then enlarged to include everyone over 100 nights (and a few that didn't have 100 nights or no longer did 100 nights). It seemed to me that all of the good Plat Concierges were becoming Ambassadors, although they might just have been leaving when they perceived that Ambassadors had the more promising and interesting jobs.
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Old Dec 21, 16, 11:48 pm
  #12  
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no, i did not expect them to be my travel agents. as stated... all i wanted was for the hotels (which didn't list contact emails) to contact me directly as opposed to sending an email to a mass email box, getting the automated response, and not knowing if my questions will be answered and in the meanwhile prices go up on the daily.

point taken re: ambassador. had to be reminded that plat's are not their priorities anymore.

but the counterpoint is that since i'm not an ambassador, i no longer feel like recommending starwoods to others. that's fair eh?
arthur -- flyer wanna be is offline  
Old Dec 21, 16, 11:49 pm
  #13  
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Originally Posted by FozBoy View Post
there's only so much the platinum line can do to help, especially if the queries regard properties' local policies and amenities... what platinum line definitely can't help with is trying to go around the website's booking restrictions against stacking 5 people into one suite. perhaps airbnb would better suit OP's travel needs.
sure. that seems to be the case across the board, no? except for the rooms listed with 5 single beds... how does that work?
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Old Dec 22, 16, 6:23 pm
  #14  
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I think our OP is disappointed that he couldn't get what he wanted (5 persons in a suite) and is blaming it on Plat customer service.

It sounds like the Plat desk did what it could (give the OP email addresses as requested and inform the OP that they cannot change policy or award availability), and that just wasn't enough for the OP. Sour grapes, indeed.

The fact that the Lurkers offered to help by private message and that their offer was spurned by the OP is more than a hint of what is really going on here IMO.
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Old Dec 23, 16, 8:21 am
  #15  
 
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Originally Posted by bhrubin View Post
I think our OP is disappointed that he couldn't get what he wanted (5 persons in a suite) and is blaming it on Plat customer service.

It sounds like the Plat desk did what it could (give the OP email addresses as requested and inform the OP that they cannot change policy or award availability), and that just wasn't enough for the OP. Sour grapes, indeed.

The fact that the Lurkers offered to help by private message and that their offer was spurned by the OP is more than a hint of what is really going on here IMO.
^
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