SNA cleared, told must check out by 2pm, denied option to move standard room
Oct 8, 2017, 8:16 pm
#31
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,305
...
The property in question is the Westin Wall Centre Vancouver Airport. I have had over 20+ stays at this property and this is the first time I've encountered an issue of this type (and also the first time I've requested SNA -- although, not that that relates to the core of the issue, as others here have advised me).
...
-David
Oct 8, 2017, 8:20 pm
#32
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
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Yes. Receiving very confused communications from this property. Last time I stayed here, my room even had an advert which stated "Weekends last longer at Westin with late checkout on Sunday" and a 3pm checkout for ALL guests, not just SPG Gold/Plat members.
This stay, it seems like that's no longer the case, nor is a 4pm late checkout for SPG Plat guests.
My communications with the Guest Services Supervisor (who is also the acting manager on duty today) did not go well. I was reminded that 4pm checkout is based on availability and is not a guarantee. After feeling empowered by the posts in this thread, I stood my ground and said it IS a guaranteed benefit as per the SPG program, and since this property is not a resort or conference hotel, it should be honored. I was then simply told that "we are not one of those who offers that."
In any case, I decided to leave early. Everything started to become less centered around the 4pm checkout issue and more about how I felt I was treated. I received line upon line about the next guest, how much that guest had paid, how they needed the room for them, but what about me? My business and loyalty definitely felt diminished. They constantly made me feel like I was creating problems for the next guest.
I never pulled a "do you know who I am?" and was simply looking for options or solutions. I counted roughly 24 stays at this property across 2016/17 but who knows, maybe the next guest had 100. Never even got a "sorry we messed up" or any sort of sympathetic apology (even a fake one!).
This stay, it seems like that's no longer the case, nor is a 4pm late checkout for SPG Plat guests.
My communications with the Guest Services Supervisor (who is also the acting manager on duty today) did not go well. I was reminded that 4pm checkout is based on availability and is not a guarantee. After feeling empowered by the posts in this thread, I stood my ground and said it IS a guaranteed benefit as per the SPG program, and since this property is not a resort or conference hotel, it should be honored. I was then simply told that "we are not one of those who offers that."
In any case, I decided to leave early. Everything started to become less centered around the 4pm checkout issue and more about how I felt I was treated. I received line upon line about the next guest, how much that guest had paid, how they needed the room for them, but what about me? My business and loyalty definitely felt diminished. They constantly made me feel like I was creating problems for the next guest.
I never pulled a "do you know who I am?" and was simply looking for options or solutions. I counted roughly 24 stays at this property across 2016/17 but who knows, maybe the next guest had 100. Never even got a "sorry we messed up" or any sort of sympathetic apology (even a fake one!).
(I'd also consider posting about it on TripAdvisor).
Cheers
Oct 8, 2017, 9:00 pm
#33
Join Date: Sep 2013
Location: Asia
Programs: KF Gold | IHG Amb | SPG LTG | HH Gold
Posts: 548
Not honouring 4pm check-out is one thing (a simple service failure in my book), but telling OP how much other customers are paying, in a way of belittling him, is way out of order.
Oct 9, 2017, 12:58 am
#34
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Meanwhile at another property in the Vancouver area, I booked 2 separate rooms. The front desk was only able to give 4PM late check-out to one of them and not both.
Upon vacating my room at 4PM, already standing outside were 3 housekeepers ready to come in with stuff to start cleaning the room for the next guest. Usually only 1 housekeeper is needed to clean a room.
Apparently, the front desk mentioned that all the housekeepers who can make up rooms to brand standard in order to allow the next guest to check-in end their shift at 4:30PM! The remaining housekeeping staff in the evening can only provide limited services like provide extra towels etc.
This means with limited time, they had to use 3 housekeepers (presumably they were about to go home) to make up my room.
Upon vacating my room at 4PM, already standing outside were 3 housekeepers ready to come in with stuff to start cleaning the room for the next guest. Usually only 1 housekeeper is needed to clean a room.
Apparently, the front desk mentioned that all the housekeepers who can make up rooms to brand standard in order to allow the next guest to check-in end their shift at 4:30PM! The remaining housekeeping staff in the evening can only provide limited services like provide extra towels etc.
This means with limited time, they had to use 3 housekeepers (presumably they were about to go home) to make up my room.
As for the 3 housekeepers outside your door, as long as they didn't knock or try and get you our prior to 4PM I don't see anything wrong with this. In fact it could be that someone is waiting to checkin to the room and the hotel is actually therefore impressive in trying to turn it round as quickly as possible.
Also they hotel was I believe correct in only giving you one room with 4PM checkout as its your benefit only not for any additional rooms you happen to book.
Oct 9, 2017, 1:10 am
#35
Join Date: Oct 2000
Programs: UA Gold 1MM, Marriott Ambassador/Lifetime Titanium, Accor Silver, Club Carlson Gold, BW Diamond
Posts: 2,432
Oct 9, 2017, 3:01 am
#36
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Yes. Receiving very confused communications from this property. Last time I stayed here, my room even had an advert which stated "Weekends last longer at Westin with late checkout on Sunday" and a 3pm checkout for ALL guests, not just SPG Gold/Plat members.
This stay, it seems like that's no longer the case, nor is a 4pm late checkout for SPG Plat guests.
This stay, it seems like that's no longer the case, nor is a 4pm late checkout for SPG Plat guests.
If you could provide your reservation details to us via private mail here or by email below, we would have SPG hotel coordinators to look into this with the hotel.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Oct 9, 2017, 8:02 am
#37
Join Date: Jun 2011
Location: PHL
Posts: 656
I've had that happen, too. I can't recall if I had used SNA or just had been upgraded without that, but I was told that noon was the latest checkout for a suite.
Oct 9, 2017, 8:55 pm
#39
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The OP has the right to 4pm checkout without asking. 4pm is not a request, it's a guarantee.
My response woud be "you are also not one of those who will get paid".
My response woud be "you are also not one of those who will get paid".
Oct 10, 2017, 9:34 am
#40
Join Date: May 2012
Posts: 15
In thinking about how I would react to being told I had to leave my room early I think I would have just said "No, my guaranteed checkout is 4pm and I'll be out of the room by that time." What are they going to do, call the cops and drag me out screaming? Well maybe, if the hotel is owned by United.
If pressed by the hotel, I would explain that I have legal possession of the room till 4pm but I might be willing to sell back the two hours they want for the right offer; either a replacement room or perhaps a future stay voucher or an appropriate cash payment/points credit. If they declined to make an acceptable offer I'd leave at my leisure by 4pm.
If pressed by the hotel, I would explain that I have legal possession of the room till 4pm but I might be willing to sell back the two hours they want for the right offer; either a replacement room or perhaps a future stay voucher or an appropriate cash payment/points credit. If they declined to make an acceptable offer I'd leave at my leisure by 4pm.
Last edited by brobin; Oct 10, 2017 at 9:39 am
Oct 10, 2017, 2:39 pm
#41
Original Poster
Join Date: Feb 2005
Posts: 52
Hi Dreamflight,
If you could provide your reservation details to us via private mail here or by email below, we would have SPG hotel coordinators to look into this with the hotel.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
If you could provide your reservation details to us via private mail here or by email below, we would have SPG hotel coordinators to look into this with the hotel.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
When I emailed [email protected] to complain about my experience with the Westin Wall Centre Vancouver Airport, I received a generic reply thanking me for my recent stay at the Sheraton New York Times Square instead
It is starting to feel like I'm not being heard, except for the lovely support from the fellow FT'ers here."Thank you for contacting Starwood Preferred Guest about your recent stay. I am glad to address your concerns.
We strive to insure our members have the very best guest experience possible during their stay. We are so sorry this visit did not meet that goal. We appreciate your recent stay with us at the Sheraton New York Times Square Hotel.
If there is anything else we can do for you regarding this matter please feel free to give us a call at 800-328-6242.
Mr. ***, we appreciate your loyalty to the Starwood Preferred Guest program. We know you have many choices for your travel, and we are delighted you choose Starwood Hotels and Resorts."
Oct 10, 2017, 2:59 pm
#42
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
In thinking about how I would react to being told I had to leave my room early I think I would have just said "No, my guaranteed checkout is 4pm and I'll be out of the room by that time." What are they going to do, call the cops and drag me out screaming? Well maybe, if the hotel is owned by United.
If pressed by the hotel, I would explain that I have legal possession of the room till 4pm but I might be willing to sell back the two hours they want for the right offer; either a replacement room or perhaps a future stay voucher or an appropriate cash payment/points credit. If they declined to make an acceptable offer I'd leave at my leisure by 4pm.
If pressed by the hotel, I would explain that I have legal possession of the room till 4pm but I might be willing to sell back the two hours they want for the right offer; either a replacement room or perhaps a future stay voucher or an appropriate cash payment/points credit. If they declined to make an acceptable offer I'd leave at my leisure by 4pm.
The appropriate thing to do would be to calmly inform resort management they are clearly breaking Starwood corporate policy and that you'll be lodging a corporate complaint to that note soon.
Oct 10, 2017, 3:12 pm
#43
Join Date: May 2012
Posts: 15
That's obviously could well do that, but you don't actually have "legal" possession of the room until 4pm. They would be in their rights to call the police to get rid of you.
The appropriate thing to do would be to calmly inform resort management they are clearly breaking Starwood corporate policy and that you'll be lodging a corporate complaint to that note soon.
The appropriate thing to do would be to calmly inform resort management they are clearly breaking Starwood corporate policy and that you'll be lodging a corporate complaint to that note soon.
https://hotels.uslegal.com/removal-of-guests/ which would imply that unless you're misbehaving in some way you have a right to be in your room for the agreed duration of your stay.
Oct 10, 2017, 7:31 pm
#44
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Location: Phoenix, AZ
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Meanwhile at another property in the Vancouver area, I booked 2 separate rooms. The front desk was only able to give 4PM late check-out to one of them and not both.
Upon vacating my room at 4PM, already standing outside were 3 housekeepers ready to come in with stuff to start cleaning the room for the next guest. Usually only 1 housekeeper is needed to clean a room.
Apparently, the front desk mentioned that all the housekeepers who can make up rooms to brand standard in order to allow the next guest to check-in end their shift at 4:30PM! The remaining housekeeping staff in the evening can only provide limited services like provide extra towels etc.
This means with limited time, they had to use 3 housekeepers (presumably they were about to go home) to make up my room.
Upon vacating my room at 4PM, already standing outside were 3 housekeepers ready to come in with stuff to start cleaning the room for the next guest. Usually only 1 housekeeper is needed to clean a room.
Apparently, the front desk mentioned that all the housekeepers who can make up rooms to brand standard in order to allow the next guest to check-in end their shift at 4:30PM! The remaining housekeeping staff in the evening can only provide limited services like provide extra towels etc.
This means with limited time, they had to use 3 housekeepers (presumably they were about to go home) to make up my room.
Oct 10, 2017, 8:45 pm
#45
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