sheraton club lounge closed
Jan 10, 2018, 9:41 pm
#16
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Jan 11, 2018, 12:28 am
#17
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Jan 11, 2018, 1:26 am
#18
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It's nice when they do offer an alternative, but the T&C's say they don't have to.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
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.
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
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...
Jan 11, 2018, 7:32 am
#19
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Jan 11, 2018, 7:48 am
#20
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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!
Jan 11, 2018, 9:48 am
#21
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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
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
Jan 11, 2018, 11:30 am
#22
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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
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
Jan 11, 2018, 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.
Jan 11, 2018, 11:45 am
#24
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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.
Jan 11, 2018, 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.
Jan 11, 2018, 2:02 pm
#26
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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...
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...
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
[email protected]
Jan 11, 2018, 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.
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, 2018 at 10:59 pm
Jan 11, 2018, 10:21 pm
#28
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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 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.
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.
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.
Jan 11, 2018, 10:28 pm
#29
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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 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.
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.
Jan 12, 2018, 5:08 am
#30
Join Date: Jan 2014
Posts: 573
Put hotel name in the thread title. From my side it is on no go list.