Dr. HFH

Butler service at SGS includes coffee, tea, espresso, cappuccino, etc., served in your room at any time, 24×7, as well as packing, unpacking, and generally whatever one needs. There is no charge for the services of the butler.

UA-NYC

I don't disagree with your points - in theory, IF a property offers "Butler Service", it would be smart of Starwood to have some common standards associated with it...free coffee/tea would be an easy one!

But I think uniting all the LCs in this regard is a much tougher endeavor than StRs, given the unique nature of those properties.

longtimeflyin

Can you please explain what you're meaning here? For example, the King George (a LC) is next to me right now. They don't have butler services. The GB does, and so my hope would be that they offer butler services at the same level the StR does.

Basically, "if the hotel has a butler, the services offered should be the same". I mean, we're talking about coffee/tea, and a pressing or two/person/day. I don't think it's an unreasonable ask that a $1100 USD/night room with a butler does what the StR butler do.

I mean, you, I, and several others on this board know much more about SPG hotels than the average lay stayer. And even we are trying to figure out what butler offers what services at what property.

That said, maybe I'm not understanding you correctly. What is unique about LC properties whereby butlers are expected to do less?

UA-NYC

St. Regis is a true hotel brand - should have some stylistic similarities across the world, they have the local spin on the Bloody Mary in each of their hotel bars, they have Butler Service offered that comes with certain benefits. Much like lounges are a brand standard at Sheraton, and certain wellness / fitness associations are seen in Westins.

LC isn't really a "brand" in the traditional sense but a unique collection of luxury properties all over the world...like a small luxury chain inside Starwood that has to offer Gold/Platinum benefits (per their contract w/Starwood), but may not have any consistent brand standards. But to me and many others, that's part of the selling point - I love the uniqueness of the LCs, it's something that the other major hotel chains cannot match.

longtimeflyin

Ah I see. I guess I have always viewed the one off European quirky hotels under the Design hotels banner this way. I have always views LCs as being pretty consistent. But yes I understand your pov.

SHLTP

I see LCs as wonderful almost independent properties that Band together for the marketing of Starwood, similar to a design property except that we get benefits and there generally are certain standards of service. I hope they don’t standardize it too much. I like the local touch etc such as in toiletries and design but like enforcement of free breakfast etx. But by its size and nature of something properties it would be hard to standardize butler services for example.

The confusion for me is the lack lack of consistency for sTR - some offer free coffee from butler and others offer for a fee. I always ask when I check in what is the case as I have been burnt before. Generally I like the hardware of StR globally but there is too much unevenness in process/ benefits for my taste. I actually hope and think Marriott will standardize the str experience more which is needed.

Bu far my best experi need w SPG have been in LC properties.

longtimeflyin

Interesting. My learning from this trip is that I am better suited to stay at StR properties. Always a silver lining I guess.

I do hope Marriott standardizes everything across each major hotel brand. I can count on one hand a RC that has stood out to me. Most behave much the same way!

damon88

UA-NYC

Agree to disagree while Sheraton could use some standardization, I hope they don't do that to the LCs or Tributes!

Why would you be such a fan of standardization IF the creme de la creme of Marriott, RC, hasn't stood out to you on past stays?

5DMarkIIguy

bhrubin

Despite inaccurate charges to the contrary provided herein, every St Regis hotel offers complimentary butler coffee/tea service on a daily basis.

pewpew

I stayed at a St Regis once. As someone who doesn't drink coffee/tea, the Butler gave me (freshly squeezed) OJ--and even that was free. Two years later, my travel companion still tells me we should go back to that hotel.

3rdworldresident

was never charged for in-room coffee at any st. regis or lc properties where i utilized this service, except once at florence.

longtimeflyin

Because expectations can then be well set ahead of time. I don't care if they set the bar lower or higher, but I want to know what the bar is before I book there. If it's below what I want/expect, I will book at another property.

I despise baiting and switching.

Case in point. I know RC's rarely offer upgrades in N. America. So when I want a suite, I book a suite.

I know StR's are hit and miss depending on property and demand, so I adjust my buying pattern accordingly. It's all about managing customer expectations, and I would have thought that is on one of SPG's top 10 lists.

longtimeflyin

That is good to know. That said, it isn't fair to expect the 99.99% of people to book at a LC to know that. Even as a lifetime platinum member of Starwood, I knew that Design hotels (and the like) have no brand consistency. That said, I had no idea this was the case for LCs.

IMHO just get rid of butlers. It's better not to advertise something as a "butler", when it's a glorified single point of contact. (mind you, a very nice, kind and professional single POC, but the butler check in manager told me just that. So those are her words, not mine.)

If you ask 100 people what they think a butler would do, is the answer you would hear "a POC to replace having to call the concierge vs the front desk?" - that is exactly what was explained to me what a butler is at this property.

Let alone on top of that. They see my Platinum LT status. Surely this isn't the first time that this has happened.