Originally Posted by jli (Post 22708444)

I booked for the smoking room because the online site shows nothing but smoking room, that is, I have not been given any choice to choose to book a non-smoking room (for that particular room type). I e-mail the property asking non-smoking room availability and receive the reply saying they acknowledge the request and would try to accommodate it.

In that sense, to my interpretation, the hotel property does have non-smoking room but they didn't put it into inventories, or, they already sold out all non-smoking room and they are just simply "acknowledging my requests" and thus have no obligation to honour it. Weird?

I thought non-smoking room/smoking room should be something that need not to be decided upon check-in. If they have, then they gonna have. If they don't have, then they just don't have.

Originally Posted by haibane (Post 22720539)

Is this rule still up to date? I went into a Sheraton this week, and I got moved from a King to 2 Queens. I didn't complain because I thought I would be compensated since there was a difference between the cost of the two rooms when I booked. They said they had no Kings available, but it was what I paid for. I don't want to get the hotel in trouble, but I don't understand why the cheaper room I was moved to wasn't assessed to my account instead of the more expensive (king) room.

Originally Posted by uxb (Post 23392144)

...Has this policy changed, Lurkers? If not, then I expect someone to follow up because I'm not gonna waste any more of my time on this issue.

Originally Posted by Starwood Lurker (Post 23395025)

Thanks for letting us know. My apologies if you didn't get the bedding type you wanted, but guaranteed bedding does not apply to BRG claims.

Best regards,

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

[email protected]

Originally Posted by uxb (Post 23395182)

...It is what the front desk manager said this morning.

Originally Posted by Starwood Lurker (Post 23395245)

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Best regards,

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

[email protected]

Originally Posted by Starwood Lurker (Post 23395245)

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Originally Posted by lcpteck (Post 23398168)

Does that mean if a BRG claim for a King Bed room is approved, the King bed is not guaranteed because it's a BRG?

Originally Posted by uxb (Post 23392144)

I had BRG'd the night king bed for king bed. When I arrived, however, I received a room with two Queens.

Originally Posted by Starwood Lurker (Post 23395245)

He was right when it comes to BRG claims. My apologies, but your original booking was for 2 Queen beds. My understanding is that a king bed was requested, but it is not guaranteed under a BRG claim.

Originally Posted by Starwood Lurker III (Post 23399171)

Hi lcpteck,

Yes, bed types are guaranteed.

Originally Posted by djohannw (Post 23398960)

To be more precise, if I find a lower rate for a room with 1 King bed with view elsewhere, book that exact room-type on SPG.com and successfully claim the BRG for this, would I still have to accept the 1 single bed room without view that I avoided on purpose? That just does not sound right to me- it would make the BRG kind of pricelinesque...

Greetings - Dirk

Originally Posted by travelswithmyself (Post 23399183)

:confused: