Daniel Solis

Does Sheraton have to give you breakfast or anything if the club lounge is closed? I was refused anything not even points or breakfast.

yyznomad

Which property is this?

All the properties that I've been to with closed club lounges (construction, slow season, etc.) always offers vouchers for the restaurant breakfast.

Daniel Solis

Sheraton Arlington

They said closed due to not enough people checking in that have access to the lounge.

Starwood Lurker

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

[email protected]

MSPeconomist

Unless the rules have changed since the merger, my understanding is that the Sheraton (with lounge and not a resort) would be required to compensate for such a temporary (and unannounced) lounge closure.

ADDED: I just saw our lurker's reply and I would wonder whether the bolded exemption applies since in this case the hotel said that the lounge was closed due to low occupancy. Allowing this would seem to permit a hotel to close the lounge and make this claim whenever every room isn't occupied (with the maximum permitted number of guests). Effectively, except for a few nights, the hotel wouldn't have a lounge but it could still advertise the lounge and include it in listings of features and services.

ADDED YET AGAIN: IIRC I ran into this issue about five years ago, perhaps at the Sheraton Pasadena, and the resolution was that the hotel offered coupons for the buffet breakfast (I think some breakfast substitute was required) and maybe also an appetizer or drink.

Daniel Solis

The lounge isn't closed for those reasons but I understand

controller1

Well then, how was the excellent room upgrade since not many Plats were checking in???

Daniel Solis

No room upgrade . Even though they have plenty of rooms available. I asked and they said they dont upgrade anyone during weeks of low occupancy. They rather have the floor empty

yyznomad

Wow. I've stayed there before and although not exactly a stellar property (run-of-the-mill lower-end business hotel), I don't recall getting multiple shafts like that (LTP here).

puchong

Daniel Solis, thanks for flagging this - we will know which hotel to avoid when we are in the area.

controller1

Just to be sure we're all on the same page, is this the Sheraton Arlington (TX) or the Sheraton Pentagon City located in Arlington, VA?

escape4

Let me get this straight. Hotel occupancy is low, so they decide to close the lounge and rob Platinum members of something they were expecting and were entitled to get when they booked a room, they offer no compensation for it, and to make matters worse, no room upgrade BECAUSE it's low occupancy? I am dumbfounded. Truly appalling treatment of customers. I wonder what other kinds of shortcuts they take that we don't even know about. I won't go within 10 miles of this property! Thanks for reporting.

Daniel Solis

this is the one in TX

Daniel Solis

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

yyznomad

100 like one hundred, or are you missing a zero?

That's brutal!