sheraton club lounge closed

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Old Jan 10, 18, 9:41 pm
  #16  
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Originally Posted by Daniel Solis View Post
He said that is the most he is able to do
I would offer the manager 10% of the booked rate, and tell him that's the most you're able to do for a hotel that falsely advertises amenities.

I'm willing to bet your credit card company would back you up, too.
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Old Jan 11, 18, 12:28 am
  #17  
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Originally Posted by yyznomad View Post
100 like one hundred, or are you missing a zero?

That's brutal!
I wish I was missing a zero but alas only 100
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Old Jan 11, 18, 1:26 am
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Originally Posted by Starwood Lurker View Post
It's nice when they do offer an alternative, but the T&C's say they don't have to.

Complimentary Sheraton Club / Executive-Level Access

Platinum members receive complimentary access to the Sheraton Club® lounges, Westin Executive Club® Lounges and Le Méridien lounges, where available.
  • This benefit is limited to the member and one guest, as long as that guest is staying in the same room as the member.
  • A hotel may refuse access based on occupancy capacity availability.
  • If a lounge is closed for a holiday or weekend night, or if it’s closed for renovations, an alternate benefit may not be offered.
Best regards,

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

spgchampion@starwoodhotels.com
Surely that's not quite right William?

OK. The hotel doesn't really have to offer a drink coupon or appetizers in the bar.

But how does closing a lounge allow the hotel to deny breakfast to the Platinum member? Every hotel could set up a "lounge" in the basement, close it from Monday to Saturdays, and deny Platinum members their benefits...
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Old Jan 11, 18, 7:32 am
  #19  
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Originally Posted by Daniel Solis View Post
I wish I was missing a zero but alas only 100
Sorry, but that is a pathetic joke.

One hundred! You can't even buy Starpoints in 100 point increments, that's how little it is!
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Old Jan 11, 18, 7:48 am
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Originally Posted by Daniel Solis View Post
I just spoke to a different manager that just came in and he offered me 100 starpoints, i feel like that is a insult more than a resolution.
This is not only an insult to you, but to all of us reading this and to all PLT members

As for the Lurker response....I am usually very supportive of the Lurkers, but in this case it is wrong. The Lounge is NOT closed for any of the potential reasons listed in the program T&Cs, so the OP definitely should be compensated- for sure with breakfast and/or a discount for the room and/or drinks at the bar...

This is a blatant abuse of the rules by this property!
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Old Jan 11, 18, 9:48 am
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Wow. what a terrible move by the hotel! I used to stay there every week. This was years ago. Carla in the lounge was awesome! And they were even somewhat accommodating to their regulars when the NFL lockout forced the cowboys to hold training camp there.

If I'm a hotel manager with low occupancy, I'm thinking that I should probably offer people that travel a lot some incentives to come stay at my place. Like, maybe lounge access or breakfast coupons? If you turn away the regulars, what are you left with?

An SPG sales rep once told me that with positive space, the hotel should be happy to get $50 a night for a room. Their marginal cost is essentially zero (a few minutes for housekeeping, some laundry). I can't fathom how shutting off benefits for frequent travelers is a good business decision
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Old Jan 11, 18, 11:30 am
  #22  
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Originally Posted by Daniel Solis View Post
I just spoke to a different manager that just came in and he offered me 100 starpoints, i feel like that is a insult more than a resolution. He said that is the most he is able to do

he also said the lounge is open when the hotel is at 80% occupancy and their is a certain amount of platinum members or member that book a club room
I'd ask them to comp your stay. It's poor form and offering 100 points is a joke. They should at least have sent you an email before you arrived advising the lounge would be closed and that you'd get no benefits and allow you to cancel for free.
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Old Jan 11, 18, 11:41 am
  #23  
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Quick update for everyone it seems that the two managers I spoke to yesterday and the person that checked me in was mistaken. They thought that he said they lounge was closed and apparently this has been going on for a week according to other guests I spoke to. The club lounge was open but since everyone was told it was closed and their keys weren't programmed for it no one went there. In the end I received a breakfast buffet coupon and a $20 marketplace coupon.
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Old Jan 11, 18, 11:45 am
  #24  
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Originally Posted by Daniel Solis View Post
Quick update for everyone it seems that the two managers I spoke to yesterday and the person that checked me in was mistaken. They thought that he said they lounge was closed and apparently this has been going on for a week according to other guests I spoke to. The club lounge was open but since everyone was told it was closed and their keys weren't programmed for it no one went there. In the end I received a breakfast buffet coupon and a $20 marketplace coupon.
Did the check-in person have "Trainee" on their name tag? This seems difficult to believe (their story), but I guess this stuff happens. I wonder if the lounge attendant ever reported that NOBODY showed up for an entire week. Something seems fishy.
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Old Jan 11, 18, 11:49 am
  #25  
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No trainee was not on the name tag, the general manager will supposedly be on property this afternoon and i will speak to him and let you know of the outcome.
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Old Jan 11, 18, 2:02 pm
  #26  
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Originally Posted by craigthemif View Post
Surely that's not quite right William?

OK. The hotel doesn't really have to offer a drink coupon or appetizers in the bar.

But how does closing a lounge allow the hotel to deny breakfast to the Platinum member? Every hotel could set up a "lounge" in the basement, close it from Monday to Saturdays, and deny Platinum members their benefits...
Your guess is as good as mine at this point in time. I just posted the T&C's as they exist. However, you bring up some interesting points. Access to the club lounge is granted on a complimentary basis usually for one of three reasons: 1) the guest is a Platinum elite member who chooses Continental breakfast as his/her welcome amenity; 2) the guest has the US-based SPG Business AMEX and is staying on an eligible rate; or 3) the guest purchased a club level room/suite or another room/suite type that includes complimentary access as part of the amenities.

We don't know what the OP's situation is; however, I will seek some further clarification on some of the implications raised here.

Best regards,

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

spgchampion@starwoodhotels.com
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Old Jan 11, 18, 7:50 pm
  #27  
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In the future, I think our OP (and others) may find it useful and helpful to actually identify the hotel name in the thread title. Our OP clearly was acting in good faith, and the hotel handled this extremely poorly. After being told the wrong story twice by two different employees, plus the lounge being locked out, I’d have demanded a free night to make the darn hotel learn its lesson. The hotel’s name in the the thread title gets more attention and likely more chances for proper resolution.

This is very poor and inexcusable behavior for a Sheraton brand hotel that everyone knows needs a spanking. This hotel needs to be spanked so it doesn’t get removed from the Sheraton portfolio....or else everyone should vote with their wallets and stop staying here. They will get the message.


Last edited by bhrubin; Jan 11, 18 at 10:59 pm
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Old Jan 11, 18, 10:21 pm
  #28  
 
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Originally Posted by bhrubin View Post
In the future, I think our OP (and others) may find it useful and helpful to actually identify the hotel name in the thread title. Our OP clearly was acting in good faith, and he hotel handled this extremely poorly. After being told the wrong story twice by two different employees, plus the lounge being locked out, I’d have demanded a free night to make the darn hotel learn its lesson. The hotel’s name in the the thread title gets more attention and likely more chances for proper resolution.

This is very poor and inexcusable behavior for a Sheraton brand hotel that everyone knows needs a spanking. This hotel needs to be spanked so it doesn’t get removed from the Sheraton portfolio....or else everyone should vote with their wallets and stop staying here. They will get the message.
Good points. It just seems to have been a downhill slide for the past two years. I'm heading out for a couple of weeks next week in the spg world and I am not expecting anything I experienced even several years ago.

I am not even expecting a Super 8 experience. Not kidding. One of the spg properties I will be visiting, which added microwaves in suites two years ago has apparently removed them.. And the refrigerators they used to have.are now gone. The next step is Priceline.
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Old Jan 11, 18, 10:28 pm
  #29  
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Originally Posted by bhrubin View Post
In the future, I think our OP (and others) may find it useful and helpful to actually identify the hotel name in the thread title. Our OP clearly was acting in good faith, and he hotel handled this extremely poorly. After being told the wrong story twice by two different employees, plus the lounge being locked out, I’d have demanded a free night to make the darn hotel learn its lesson. The hotel’s name in the the thread title gets more attention and likely more chances for proper resolution.

This is very poor and inexcusable behavior for a Sheraton brand hotel that everyone knows needs a spanking. This hotel needs to be spanked so it doesn’t get removed from the Sheraton portfolio....or else everyone should vote with their wallets and stop staying here. They will get the message.
+1 on all points.
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Old Jan 12, 18, 5:08 am
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Put hotel name in the thread title. From my side it is on no go list.
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