AmEx Business Card & Denied Club Access--Twice!

Reply

Old Jul 11, 17, 9:09 am
  #1  
Original Poster
 
Join Date: Feb 2013
Location: DTW-DCA
Posts: 54
AmEx SPG Business Card & Denied Club Access--Twice!

My friend and I each have AmEx SPG Business accounts, each of us has been denied Club Access in our last two stays.

Back in April I booked, and we stayed at the Sheraton Columbia Town Center, Maryland and were denied club access. When I got home, I sent an email to Starwood, via their contact page (http://www.starwoodhotels.com/corpor...language=en_US) and received the below apology and 2000 SPG points. I've redacted names.

Please accept my deepest apologies on behalf of all of us and we will add 2,000 spg points for the inconsistency which you experienced.
The Club access from American Express is something which we can re-train our Front Desk to better engage when an issue arises. The consumer version is the card which provides the Club access and when American Express makes the reservation they are to set it up to where it automatically comes up in the reservation which we view as club access granted. This was not in your reservation, but we should have asked for the correct credit card upon check-in which then we should have provided the privilege.

Sincerely,
xxxxx
General Manager
Sheraton Columbia Town Center`
Then last week, my friend booked, and we stayed at the Sheraton Laval, Quebec, and once, again, we were denied club access. This time the Manager telling us club access was $50 more. My friend sent an email to customer support.

Although the booking wasn't in my name, since this is the second time it's happened to me, I also sent an email to Starwood.

Comments: I stayed at this hotel with a friend, xxx, who made the booking under his name. He, like me, has an american express spg business card, which entitles us to club access when booking directly with sheraton, which we did. We inquired about the club access at check in and were told that we were not eligible. we showed the desk agent the terms and he went to get his manager. the manager came out and told us that club access was $50 more. this is clearly not what the terms of the american express spg business card, which state that any bookings made directly with sheraton are given club access. please see "benefit terms" at the bottom of this page. https://www.americanexpress.com/us/c...referred-guest
Now they say I need 30k spend on the card for Gold Status, to get Club Access.

Here's the reply I got (names redacted):

Thank you for your email to Starwood Hotels & Resorts Worldwide regarding inaccessibilty to club lounge. It is always a pleasure to assist our Starwood Preferred Guests.

I would like to apologize for the inconvenience cause to you with respect to your stay at Sheraton Laval Hotel, please be informed a Customer Service File regarding your concern was already been opened by xxx and after investigation Ms. xxxx (Front Desk Associate) confirmed that per the term and condition, Spg Gold status is required (and get club access) and the guest need to spend 30,000 $ or more in eligible purchases on the card in a calendar year. For more clear details regarding the promotion you can contact American express.

Mr. xxx, if you require any further assistance please feel free to reply to this email and I will be glad to help you. I wish you a lovely day ahead.

Best Regards,

xxxx
Associate, Starwood Preferred Guest
Starwood Hotels & Resorts Worldwide, LLC
For reference, here's the AmEx Terms:
https://www.americanexpress.com/us/small-business/credit-cards/starwood-business-credit-card


https://www.americanexpress.com/us/c...referred-guest


Where do I go from here to escalate this?

Last edited by Dom Bologna; Jul 11, 17 at 9:33 am
Dom Bologna is offline  
Reply With Quote
Old Jul 11, 17, 9:35 am
  #2  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by Dom Bologna View Post
My friend and I each have AmEx SPG Business accounts, each of us has been denied Club Access in our last two stays.

Back in April I booked, and we stayed at the Sheraton Columbia Town Center, Maryland and were denied club access. When I got home, I sent an email to Starwood, via their contact page (http://www.starwoodhotels.com/corpor...language=en_US) and received the below apology and 2000 SPG points. I've redacted names.



Then last week, my friend booked, and we stayed at the Sheraton Laval, Quebec, and once, again, we were denied club access. This time the Manager telling us club access was $50 more. My friend sent an email to customer support.

Although the booking wasn't in my name, since this is the second time it's happened to me, I also sent an email to Starwood.



Now they say I need 30k spend on the card for Gold Status, to get Club Access.

Here's the reply I got (names redacted):



For reference, here's the AmEx Terms:
https://www.americanexpress.com/us/small-business/credit-cards/starwood-business-credit-card


https://www.americanexpress.com/us/c...referred-guest
My apologies for any inconvenience. If you will send me the customer service file numbers for each of these incidents, I would like to get the SPG Hotel Coordinators to follow up on the Sheraton Columbia Town Center, Maryland and the Sheraton Laval, Quebec; and, for the email associate's supervisor to follow up on that.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide, LLC

[email protected]
Starwood Lurker is offline  
Reply With Quote
Old Jul 11, 17, 9:37 am
  #3  
Suspended
 
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Here are two existing threads for this:
How Is SPG Amex Business Card Access to Sheraton Lounges Fulfilled at the Hotels? .
American Express and Starwood enhance cobrand credit card benefits

I would clearly call - not email - corporate customer service with this and state that you've not only received bad service but incorrect information from the SPG Rep.

This program has been around for over a year and it makes no sense that it cannot be executed properly.
KENNECTED is offline  
Reply With Quote
Old Jul 11, 17, 9:56 am
  #4  
Original Poster
 
Join Date: Feb 2013
Location: DTW-DCA
Posts: 54
Originally Posted by Starwood Lurker View Post
My apologies for any inconvenience. If you will send me the customer service file numbers for each of these incidents, I would like to get the SPG Hotel Coordinators to follow up on the Sheraton Columbia Town Center, Maryland and the Sheraton Laval, Quebec; and, for the email associate's supervisor to follow up on that.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide, LLC

[email protected]
Thank you, William. I have forwarded my correspondence to the [email protected] email.

Kind Regards

Last edited by Dom Bologna; Jul 11, 17 at 10:01 am
Dom Bologna is offline  
Reply With Quote
Old Jul 11, 17, 10:01 am
  #5  
Original Poster
 
Join Date: Feb 2013
Location: DTW-DCA
Posts: 54
Originally Posted by KENNECTED View Post
Here are two existing threads for this:
How Is SPG Amex Business Card Access to Sheraton Lounges Fulfilled at the Hotels? .
American Express and Starwood enhance cobrand credit card benefits

I would clearly call - not email - corporate customer service with this and state that you've not only received bad service but incorrect information from the SPG Rep.

This program has been around for over a year and it makes no sense that it cannot be executed properly.
My friend hasn't received a reply from his email yet, which is odd as he sent his first and they reference him in the reply to me. I'm pretty sure he'll be calling if he gets the same incorrect answer I got, as the second booking was in his name.
Dom Bologna is offline  
Reply With Quote
Old May 5, 18, 6:24 am
  #6  
Original Poster
 
Join Date: Feb 2013
Location: DTW-DCA
Posts: 54
And it's happened to me again. And once again at the Sheraton Columbia Town Center.
Dom Bologna is offline  
Reply With Quote
Old May 5, 18, 7:26 am
  #7  
 
Join Date: May 2009
Location: Singapore
Programs: BAEC (Gold), PC (Plat), HH (Gold), SPG (Gold), MR (Gold)
Posts: 2,690
Originally Posted by Dom Bologna View Post
And it's happened to me again. And once again at the Sheraton Columbia Town Center.
Id be hopping mad. Would be tempted to tell them that Id like to speak to the GM, inside the club, and that Id wait for him/her in there.
MSPeconomist likes this.
User Name is offline  
Reply With Quote
Old May 5, 18, 9:27 am
  #8  
A FlyerTalk Posting Legend
2019 FlyerTalk Awards
 
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 78,707
This is sounding more like a willful refusal rather than uninformed/untrained staff.
MSPeconomist is offline  
Reply With Quote
Old May 5, 18, 9:51 pm
  #9  
Original Poster
 
Join Date: Feb 2013
Location: DTW-DCA
Posts: 54
I'm wondering if it's discrimination based on my clothes. Both times here, I've stayed at this hotel for a music festival and was dressed casually, even though the credit card has my business (lawyer). Had this not been a trip for pleasure, I would have had management take care of me on site. I didn't want to let this bother my weekend, and I actually laughed at the desk agent when she told me platinum or pay. The room was paid with points, and I'll be asking corporate for a full refund and an additional 2 nights comped when I get home.
Dom Bologna is offline  
Reply With Quote
Old May 6, 18, 2:46 am
  #10  
 
Join Date: Feb 2008
Location: In the air
Programs: BA Gold, Marriott Amb, Hilton Diamond, AMEX Plat
Posts: 5,606
If this keeps on happening I wonder whether it might be easiest to simply pay the upgrade with your AMEX and then file a claim from inside the Club.
EuropeanPete is offline  
Reply With Quote

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off


Thread Tools
Search this Thread