MSPeconomist

Have you called SPG to explore options for alternative Starwood properties to replace the Sheraton? They *might* be able to force C&P availability elsewhere or availability for the same number of points, similar of what airlines sometimes can do to open their own award availability when a partner has a schedule change. YMMV.

What is known about the Sheraton's exit? Is it down and out for extensive renovations, with plans to come back as Starwood? Were there issues between the property and Starwood? Has the property failed to meet Sheraton standards? Does the owner/management company have other hotels in the area to which your reservation could possibly be transferred?

idainc

I've sent executive guest relations an email expressing my concerns. Above all else, I selected an SPG property as I'm assured of some level of uniformity and obligation. I am now really concerned about our stay.

Participation in SPG was central to our choice.

AZ Travels the World

Unlikely. The SPG home page for the hotel says: Leaving Starwood September 27, 2013

AZ Travels the World

You may wish to send a note with your details to Starwood Lurker. I know that he has been quite helpful to members in this situation in the past.

Starwood Lurker

Thanks for the referral, but idainc should continue to communicate with the entity that sent him the deactivation communication. I've been out of the hotel deactivation business for some time now.

However, if there is no response, for whatever reason, I would be glad to intervene to get that started.

Best regards,

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

[email protected]

idainc

Thank you for responding to this post.

I have responded to the email in the message I received and have not gotten a response as yet. It was indicated to me that I wait 24 hours for a response and I will email you immediately after that period has lapsed.

idainc

I have a free nights and C&P stay at the Sheraton Firenze that will no longer be a Sheraton when we arrive. We are on free AA seats that were very hard to get. Through a series of emails, SPG is stating that the hotel will honor the reservations. The hotel has not told us that directly. From what I can gather it appears that there may be a contractual dispute which I do not care to be in the middle of after 22 hours in transit.

If it all works out – great. Only the investment I have to make to find that out is far too high. I cannot pay for another hotel if it does not work and we would never consider staying at this hotel if it was not a Sheraton and free. While I’m sure that SPG is confident that they’ve done right by us they have in fact placed us in a financially unacceptable situation for which we must bear all the costs if it does not work well.

I find asking us to fly to Italy to find out unacceptable. That is a nightmare and I’m old enough to see a disaster looming.

I do not see SPG taking a “do no harm” position so far.

Thoughts ?

iflyjetz

When hotels reflag, there's a transition period. I've never heard of preexisting reservations not being honored. What makes you think that the hotel won't honor the reservations?

penlin

You also have the option of asking SPG to state in writing, although I'm not sure that they will be inclined to do so, that since you are accepting all the risk in showing up in Florence, you should be put up in one of the other SPG properties if the Sheraton does not honor your stay. I think that would be a fair compromise. It is at-least worth asking.

ExpatSomchai

I had this happen went I went to NYC. No problem.

idainc

My concern here is that Party A is assuring Party B (me) that Party C will do what they say they'll do. I have no reason to trust the hotel and the risk is far too high. This is a prime candidate for Murphy's law to apply.

I find it unusual that a hospitality company cannot see the potential for a gross failure.

clublounger

Personally.....going to Firenze, and staying at the Sheraton Firenze is not like going to Firenze at all.

My advice: look in your sofa cushions for some money to stay in a good location in Florence.

Starwood Lurker

We understand your concern regarding your upcoming stay on cash and points and want to assure you that the hotel will honor your reservation as it was originally confirmed. They have provided that assurance to Starwood and we are confident that you, and our other SPG members who will be staying at the hotel, will experience no problems upon arrival. You have heard from Starwood Preferred Guest but if it will put you more at ease to hear directly from the hotel, we will ask them to reach out to you.

Best regards,

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

[email protected]

idainc

At best it all goes as planned.

At worst, we're in transit 22 hours to present our SPG assurances and a letter that we are to pay a reduced or free rate. The hotel, in a contractual dispute, chooses to drive a point and we suffer.

I do appreciate your assistance in getting things moving but see this as high risk. As I indicated in my correspondence - I made an online Sheraton reservation for HKG and had a printed and digital copy of my reservation. Flew 24 hours and the hotel never heard of me. And that was a Sheraton property.

Essentially what I've heard is "Trust us" "This now third party will do what we say they'll do" and that is when my ears go up.

Starwood Lurker

So does hearing from the hotel directly that they intend to honor your reservation resolve this for you?

Best regards,

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

[email protected]