What compensation can and can't a Design Hotel offer?
Mar 28, 2018, 2:39 pm
#1
Original Poster
Join Date: Jul 2011
Location: UK
Programs: BAEC GGL, HHonors Diamond, IHG Uninspired, Marriott Bonvoy Titanium, UK AMEX Plat
Posts: 2,152
What compensation can and can't a Design Hotel offer?
A few weeks ago, I had a very poor stay at a Design Hotel booked through SPG. It was bad enough I left earlier than planned, and then to cap it off, they managed to charge my credit card for the wrong amount.
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)
Mar 28, 2018, 3:17 pm
#2
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
A few weeks ago, I had a very poor stay at a Design Hotel booked through SPG. It was bad enough I left earlier than planned, and then to cap it off, they managed to charge my credit card for the wrong amount.
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Mar 28, 2018, 4:36 pm
#3
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Mar 29, 2018, 8:23 am
#4
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Location: South Florida
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Posts: 11,329
A few weeks ago, I had a very poor stay at a Design Hotel booked through SPG. It was bad enough I left earlier than planned, and then to cap it off, they managed to charge my credit card for the wrong amount.
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)
I tried contacting the hotel when I noticed this, and heard nothing. Contacted SPG, who prodded the hotel into responding, but they're claiming that they can't offer me any SPG points, nor apparently (!) refund the incorrect extra charge. Their only offer was a room upgrade on another stay, or 1 night free on a future stay, but there's no way I'm ever going back there.
Before I have to go down the chargeback route with my credit card, I wanted to check - does anyone know what a Design Hotel is supposed to be able to do around service recovery points etc? And how much influence the SPG Plat desk has over them?
(For anyone interested, the guilty hotel is The Park hotel in Bangalore / Bengaluru in India. Avoid!)