Last edit by: controller1
UPDATE: Per Starwood Lurker, Starwood no longer guarantees bed type with any reservation.
Multiple Issues at hotel.. Sold out hotel. Advice needed.
Bed type booked is guaranteed with paid reservations. Bed type booked is not guaranteed with award reservations.
If booked on a BRG rate, the room type is guaranteed but bed type isn't.
Multiple Issues at hotel.. Sold out hotel. Advice needed.
If booked on a BRG rate, the room type is guaranteed but bed type isn't.
FAQ: Starwood policy: guarantee bedding and smoking preference on paid/award stays
#76
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
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.
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.
#77
Join Date: Apr 2014
Location: Georgia
Programs: Delta, SPG
Posts: 157
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.
#78
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
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.
You don't want to get the hotel in trouble?
Just as we have to follow the rules in regard to the SPG T&C, so should SPG/Starwood member properties.
What property is this so that others booking know they DO NOT follow protocol? I would hate for someone to have the same experience as you.
CCS should be contacted, so the hotel issues can be rectified. In addition, you should contact CCS so you can be refunded the difference.
#79
Join Date: Apr 2014
Location: Georgia
Programs: Delta, SPG
Posts: 157
Just as a follow up. Starwood gave me 1000pts to make up for the bedding change.
#80
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
At Aloft Montréal Airport right now. I had BRG'd the night king bed for king bed. When I arrived, however, I received a room with two Queens. I called the property out, and they said they were fully booked. The website shows availability for all rooms tonight. I then called PC, and they claimed that preferences ARE NOT guaranteed. 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.
#81
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#82
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
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]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#83
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
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]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#84
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
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]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#85
Join Date: Feb 2001
Location: Wesseling, NRW, Germany
Programs: UA *S , MR LT Titanium, HH Diamond, Hertz PC
Posts: 3,940
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
#86
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Yes, you are right. Bed types are not guaranteed.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Last edited by Starwood Lurker III; Aug 21, 2014 at 4:25 am
#88
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
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
Greetings - Dirk
Room types are guaranteed. You will receive the room with the review as approved.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#89
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Hi travelswithmyself,
Sorry for the confusion.
I have corrected my post. It is very slow to open the website today.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Sorry for the confusion.
I have corrected my post. It is very slow to open the website today.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#90
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
Thanks to the Lurkers for the confirmation.
So in conclusion, if the reservation is booked on a BRG rate, the room type is guaranteed but bed type isn't. That seems weird but I guess that's the law of the land.
So in conclusion, if the reservation is booked on a BRG rate, the room type is guaranteed but bed type isn't. That seems weird but I guess that's the law of the land.