sheraton club lounge closed

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Old Jan 12, 18, 6:47 am
  #31
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Originally Posted by bhrubin View Post
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.
You wrote 'doesn't get removed from the Sheraton portfolio.' Did you mean does get removed? I'm all for dumps and poorly run properties going away... even though it will mean higher average rates across the brand.
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Old Jan 12, 18, 7:03 am
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Originally Posted by Starwood Lurker View Post
Your guess is as good as mine at this point in time. I just posted the T&C's as they exist.
Bursting the bubble... I thought you were the fount of all SPG wisdom William.

Thanks for your input, always much appreciated...
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Old Jan 12, 18, 9:38 am
  #33
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Originally Posted by 3Cforme View Post
You wrote 'doesn't get removed from the Sheraton portfolio.' Did you mean does get removed? I'm all for dumps and poorly run properties going away... even though it will mean higher average rates across the brand.
Oh dear. Read it again...
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Old Jan 12, 18, 12:45 pm
  #34
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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.
I really wonder had you not posted here whether the lounge would have also come back into service. I really have my doubts and believe someone at SPG corporate called the property and asked what was going on.

By what the property has offered you shows they still have no clue and are not customer friendly. I'd ask for more points and a still ask for a refund of the stay. They got it wrong not you...
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Old Jan 12, 18, 6:00 pm
  #35
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Alright the person I spoke to says everyone else I spoke to was just misinformed and thought the lounge was closed due to low occupancy. He wasn't sure where that info came from. He just apologized and said he would talk to everyone.
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Old Jan 12, 18, 6:16 pm
  #36
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Originally Posted by Daniel Solis View Post
Alright the person I spoke to says everyone else I spoke to was just misinformed and thought the lounge was closed due to low occupancy. He wasn't sure where that info came from. He just apologized and said he would talk to everyone.
I'm glad because this is my go-to property for Rangers' games or events at AT&T Stadium.
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Old Jan 12, 18, 11:26 pm
  #37
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I would say this issue has a good ending since they did end us giving me a breakfast voucher and $20 at the gift shop, I'm going to chalk this down to a misunderstanding check-in was rough but besides that I eventually got taken care of.
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Old Jan 14, 18, 2:51 am
  #38
 
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Originally Posted by Starwood Lurker View Post
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
Wait, is that true? I thought if the property has a club lounge and you're platinum, you get access automatically and can select the 500 Starpoints instead of breakfast (provided that an eligible rate was booked).
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Old Jan 14, 18, 3:40 pm
  #39
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Originally Posted by donotblink View Post
Wait, is that true? I thought if the property has a club lounge and you're platinum, you get access automatically and can select the 500 Starpoints instead of breakfast (provided that an eligible rate was booked).
I agree. I do not believe the Platinum guest has to choose continental breakfast as an amenity to gain access to the lounge. Access should be guaranteed due to the Platinum status of the guest.
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Old Jan 15, 18, 11:00 am
  #40
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Originally Posted by donotblink View Post
Wait, is that true? I thought if the property has a club lounge and you're platinum, you get access automatically and can select the 500 Starpoints instead of breakfast (provided that an eligible rate was booked).
We are discussing a situation where the lounge is closed. If it is closed (for real), no one is getting access to it. Still waiting to hear on my query for clarification.

Best regards,

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

spgchampion@starwoodhotels.com
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Old Jan 15, 18, 8:02 pm
  #41
 
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Moderators,
Please add hotel name to thread title. I don't care if a generic Sheraton club lounge is closed, But I am interested if a specific hotel claimed club lounge due to low occupancy and no compensation offered..
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Old Jan 16, 18, 10:55 am
  #42
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Originally Posted by CIT85 View Post
Moderators,
Please add hotel name to thread title. I don't care if a generic Sheraton club lounge is closed, But I am interested if a specific hotel claimed club lounge due to low occupancy and no compensation offered..
The only thing the hotel did wrong was to give the OP some dodgy information concerning the status of the lounge. And, believe me when I say this...they more than made up for that error.

Best regards,

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

spgchampion@starwoodhotels.com
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