Aug 21, 2014, 5:42 am

FlyerTalk Forums Expert How-Tos and Guides

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.

FAQ: Starwood policy: guarantee bedding and smoking preference on paid/award stays

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Jul 19, 2016, 10:21 am

#121

Starwood Lurker

Company Representative - Starwood

Join Date: Nov 2000

Location: Austin, Texas

Programs: Marriott Employee Level

Posts: 31,593

Quote:

Originally Posted by AdamK

...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]

Jul 19, 2016, 11:57 am

#122

lcpteck

Join Date: May 2012

Location: SIN

Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver

Posts: 6,819

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?

Jul 19, 2016, 1:10 pm

#123

RogerD408

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

Quote:

Originally Posted by AdamK

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.

Jul 19, 2016, 4:44 pm

#124

AdamK

Join Date: Jun 2003

Location: Colorado; Oregon

Programs: BD *G, DL PM, HH Gold

Posts: 287

Quote:

Originally Posted by Starwood Lurker

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

Jul 19, 2016, 5:01 pm

#125

Starwood Lurker

Company Representative - Starwood

Join Date: Nov 2000

Location: Austin, Texas

Programs: Marriott Employee Level

Posts: 31,593

Quote:

Originally Posted by AdamK

...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

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]

Jul 19, 2016, 5:16 pm

#126

AdamK

Join Date: Jun 2003

Location: Colorado; Oregon

Programs: BD *G, DL PM, HH Gold

Posts: 287

Quote:

Originally Posted by Starwood Lurker

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.

Jul 19, 2016, 5:41 pm

#127

Starwood Lurker

Company Representative - Starwood

Join Date: Nov 2000

Location: Austin, Texas

Programs: Marriott Employee Level

Posts: 31,593

Quote:

Originally Posted by AdamK

...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]

Sep 25, 2016, 4:41 pm

#128

mahasamatman

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Posts: 52,139

Quote:

Originally Posted by AdamK

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.