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FlyerTalk Forums (https://www.flyertalk.com/forum/index.php)
-   Starwood | Starwood Preferred Guest (https://www.flyertalk.com/forum/starwood-starwood-preferred-guest-429/)
-   -   FAQ: Starwood policy: guarantee bedding and smoking preference on paid/award stays (https://www.flyertalk.com/forum/starwood-starwood-preferred-guest/461147-faq-starwood-policy-guarantee-bedding-smoking-preference-paid-award-stays.html)

Starwood Lurker Jul 19, 2016 10:21 am
Originally Posted by AdamK (Post 26938389)
...Lurkers, could you clarify as to whether this is correct?
It is if you accepted the upgrade and did not elect to keep the same room type as booked originally.

Best regards,

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

[email protected]

lcpteck Jul 19, 2016 11:57 am
AdamK, was the original room bed type still available when you checked in? Or is that the reason why they upgraded you to the suite?

Did you have a choice to keep the original booking with the king bed?

RogerD408 Jul 19, 2016 1:10 pm
Originally Posted by AdamK (Post 26938389)
Data point: denied my original bed type (1K) because I was 'upgraded' to a 2 double bed junior suite--was told there were no king bed rooms remaining.

Followed up with SPG & property after (Sheraton Commander, Cambridge MA) and was told that since I was 'upgraded', the bed type guarantee doesn't apply. This was on a paid rate.

Lurkers, could you clarify as to whether this is correct?
So when you arrived they did not have a 1K room as reserved and they had moved you to the "upgraded" room without your permission. Changing bed type should not be done without approval from the guest. Maybe the CSR thought you had agreed to the upgrade, in which case no guarantee applies. Do push back and make sure SPG understands what happened.

AdamK Jul 19, 2016 4:44 pm
Originally Posted by Starwood Lurker (Post 26938416)
It is if you accepted the upgrade and did not elect to keep the same room type as booked originally.

Best regards,

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

[email protected]
The hotel had pre-upgraded me to the different room (without my knowledge) and subsequently sold out of 1K rooms, FD said no other rooms were available, even the room I originally booked.

I did accept the other room, because I needed to stay there. But I guess I am confused as to the point of the bedding guarantee :confused:

Starwood Lurker Jul 19, 2016 5:01 pm
Originally Posted by AdamK (Post 26940252)
...I did accept the other room, because I needed to stay there. But I guess I am confused as to the point of the bedding guarantee :confused:
If you want us to open a customer service complaint, you can send us the reservation confirmation number to the email address below and we will be glad to do so. It does go directly to the hotel for resolution, however, so I can't say exactly what their response will be, but it will get a second look from their executive office perspective.

Best regards,

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

[email protected]

AdamK Jul 19, 2016 5:16 pm
Originally Posted by Starwood Lurker (Post 26940308)
If you want us to open a customer service complaint, you can send us the reservation confirmation number to the email address below and we will be glad to do so. It does go directly to the hotel for resolution, however, so I can't say exactly what their response will be, but it will get a second look from their executive office perspective.

Best regards,

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

[email protected]
Thanks William. I've opened a file and been in touch with the sales director on the property. They've been super apologetic and have promised to try better on my next stay, but no other resolution or acknowledgement that they violated this policy/actually need to be honoring bed types.

Perhaps what is throwing me off is the term 'guarantee'. It doesn't seem like there are clear expectations that this shouldn't happen, and clear guidelines on what should happen if the guarantee is not honored.

Starwood Lurker Jul 19, 2016 5:41 pm
Originally Posted by AdamK (Post 26940359)
...It doesn't seem like there are clear expectations that this shouldn't happen, and clear guidelines on what should happen if the guarantee is not honored.
If there are such guidelines, I am sure that the hotel is aware of them. I would grant that there are sometimes gray areas that do not make it very clear for everyone else.

Best regards,

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

[email protected]

mahasamatman Sep 25, 2016 4:41 pm
Originally Posted by AdamK (Post 26940252)
The hotel had pre-upgraded me to the different room (without my knowledge) and subsequently sold out of 1K rooms, FD said no other rooms were available, even the room I originally booked.
When the exact same thing happened to me a few years ago, I was given a full refund for the stay.

Flews Sep 25, 2016 4:59 pm
Originally Posted by mahasamatman (Post 27262391)
When the exact same thing happened to me a few years ago, I was given a full refund for the stay.
See! The place is falling apart under Marriott. :D

Cheers,

KENNECTED Oct 3, 2017 1:23 pm
Update per @starwoodlurker

http://www.flyertalk.com/forum/28829836-post11.html


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