kaizen7

Will using online check in help in this case ?

Use online check in prior to arrival then physically arrive at the hotel after midnight

GDL

I did contact [email protected], sent my stays folio, and unfortunately there was a bit of a back and forth about how I had only earned one night and not the two that was paid for. Again [email protected] was citing that I had physically arrived at hotel a night late and that nothing could be done moving forward.
So I decided to plead my case with the hotel property management once again. They were able to view my folio, view my arrival and departure times, and I sent them my correspondence with [email protected]. I received a few calls from two different managers apologizing about the mistake and assurances that they would fix it from there end. And they did. I got the earned nights that were used and paid for.
Having had the time to follow through on this certainly helped my case. But what was surprising to me is that [email protected] would continue to try and fall back on the notion that I wasn't there for the "night" and in the end was lucky the hotel property itself came to my help and gave proper credit to my account.

I asked about it and was told it that a time-stamp is created when you first visit the front-desk to receive your keys or when SPG keyless tile is activated and used for first time to enter room. Again going back to the statement of having to physically be in the hotel.

An interesting subject/topic which by chance I was able to notice. I really don't want to think of all the "earned nights" I've not been credited over the years because I just didn't pay much attention to it. But I will now. Thanks again for all the help.

margarita girl

I am surprised/disappointed that [email protected] wasn't able to fix this for you. But I'm glad the hotel came through! ^

GDL

So was I.
But lucky enough that hotel property went back and fixed it anyway---not sure who they deal with behind the scenes, but they came through for me.

CPRich

Yes, that is very disappointing. I wasn't aware that "arrive before our computers run the nightly sweep" was a requirement to earn a night credit for a paid night in the hotel.

Lurkers - if this is new official policy, SPG should add it to the T&C's

Starwood Lurker

If you will send me the email string between you and Research, I would like to follow up on whether there has been a change of policy or if the associate handling your issue was misinformed.

Best regards,

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

[email protected]