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
#1
Original Poster
Join Date: Aug 2004
Posts: 707
FAQ: Starwood policy: guarantee bedding and smoking preference on paid/award stays
Can someone educate me? What is Starwood's policy about this? (This isn't intended as a whine -- I truly would rather know the policy for the future.)
I recently had a Starwood stay where I booked a king non-smoking room [1], but when I arrived late in the evening, they said there were no more king non-smoking rooms available any more -- they had given them all away -- and there were no upgrades available, either. I didn't give them a hard time, but since it has happened to me before, it made me wonder. What is the policy about this? (I'm Starwood Gold, if that's relevant.)
In particular, does anyone know what is Starwood's policy about room reservations? Do they give out favored rooms according to whoever books them first, or whoever shows up at the hotel first, or by some other policy? Is there any way, as a Starwood Gold, to get a specific room type guaranteed in advance? When you make a room reservation and specify a room type, is that type of room actually reserved, or is it just treated as some kind of "best-effort" request? I ask because, since I often travel for business, I often am stuck arriving late at night.
Do different chains have different policies about this?
Again, sorry if this comes off sounding whiny; that wasn't my intent. I'm primarily interested in gathering information for future reference. Thanks in advance for anything you might be able to share.
[1] When I was reserved the room in advance, I distinctly remember on the phone the representative saying "hmm, ok, I can give you a king non-smoking, but you might have to take an accessible room to get it" -- which was fine with me. I left with the impression that I had a king non-smoking reserved, but I don't think this was ever clearly stated, so perhaps my impression was wrong.
I recently had a Starwood stay where I booked a king non-smoking room [1], but when I arrived late in the evening, they said there were no more king non-smoking rooms available any more -- they had given them all away -- and there were no upgrades available, either. I didn't give them a hard time, but since it has happened to me before, it made me wonder. What is the policy about this? (I'm Starwood Gold, if that's relevant.)
In particular, does anyone know what is Starwood's policy about room reservations? Do they give out favored rooms according to whoever books them first, or whoever shows up at the hotel first, or by some other policy? Is there any way, as a Starwood Gold, to get a specific room type guaranteed in advance? When you make a room reservation and specify a room type, is that type of room actually reserved, or is it just treated as some kind of "best-effort" request? I ask because, since I often travel for business, I often am stuck arriving late at night.
Do different chains have different policies about this?
Again, sorry if this comes off sounding whiny; that wasn't my intent. I'm primarily interested in gathering information for future reference. Thanks in advance for anything you might be able to share.
[1] When I was reserved the room in advance, I distinctly remember on the phone the representative saying "hmm, ok, I can give you a king non-smoking, but you might have to take an accessible room to get it" -- which was fine with me. I left with the impression that I had a king non-smoking reserved, but I don't think this was ever clearly stated, so perhaps my impression was wrong.
#2
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,628
[As Lurker discussed later, my comments here are just full of hot air and I had no idea that Starwood had a guarantee policy on room preferences.]
I'd say I get my "preference" 90%+ of the time. Lots of variables can happen over the course of a day - people staying over, the "early checkouts" being the room type you reserved, and the early checkins wanting/needing rooms, problem guests demanding other rooms, and 1000 permutations of same.
Also, a room booked for 1 person for a later arrival may seem to an agent at the desk, needing to handle a "situation", like someone who would be fine, alone, in a queen or double bed (when indeed, it may not be).
Remedy - a handful of points, or a hotel amenity such as a breakfast, free drink, etc.
The only time I have issue with hotels not being able to accomodate a situation is when there are LESS beds than reserved, and you need the MORE beds - and they refuse to send up a cot at no charge.
I'd venture to bet that Starwood doesn't have a policy, but rather, that it is hotel-specific. I wouldn't hesitate to put in the reservation that the room type as reserved is very important.
I'd say I get my "preference" 90%+ of the time. Lots of variables can happen over the course of a day - people staying over, the "early checkouts" being the room type you reserved, and the early checkins wanting/needing rooms, problem guests demanding other rooms, and 1000 permutations of same.
Also, a room booked for 1 person for a later arrival may seem to an agent at the desk, needing to handle a "situation", like someone who would be fine, alone, in a queen or double bed (when indeed, it may not be).
Remedy - a handful of points, or a hotel amenity such as a breakfast, free drink, etc.
The only time I have issue with hotels not being able to accomodate a situation is when there are LESS beds than reserved, and you need the MORE beds - and they refuse to send up a cot at no charge.
I'd venture to bet that Starwood doesn't have a policy, but rather, that it is hotel-specific. I wouldn't hesitate to put in the reservation that the room type as reserved is very important.
Last edited by Eastbay1K; Aug 10, 2005 at 9:18 am
#3
Join Date: Feb 2004
Location: Brunswick, OH
Posts: 174
This is one benefit lacking at Starwood. At Marriott if you are gold or Platinum, they guarentee it. No non smoking King bed, here is 100 dollars. As a platinum at both, I never have a problem. But I do remember the days where my status was nill.
#4
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
On a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed. If you did not get what you reserved, then you should call Corporate Customer Service to report it. 800-328-6242.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#5
Join Date: Dec 2003
Location: DC|NYC
Programs: UA GS, DL Plat, Marriott Bonvoy LIfetime Titanium/SPG refugee, Hertz Prez, Amtrak Select
Posts: 3,201
This is always my fear when I do the internet pre-paid room. "Now that we have your money and aren't giving it back, bend over..."
So, if I'm going to arrive late, I always note that in the comments along with "so please save my king, non-smoking bed." If it's big convention-type hotel (vs. your run of the mill W or Westin), I'll even call during the day and speak to someone at the front desk to "confirm" my reservation, at which point I confirm the king, non-smoking part, and inform them of the hour I'll arrive and how much I appreciate them holding my room. Sometimes the front desk agent offers to assign and hold me a specific room and/or quasi-check me in right there over the phone.
This system has worked all but once--at a Marriott!
So, if I'm going to arrive late, I always note that in the comments along with "so please save my king, non-smoking bed." If it's big convention-type hotel (vs. your run of the mill W or Westin), I'll even call during the day and speak to someone at the front desk to "confirm" my reservation, at which point I confirm the king, non-smoking part, and inform them of the hour I'll arrive and how much I appreciate them holding my room. Sometimes the front desk agent offers to assign and hold me a specific room and/or quasi-check me in right there over the phone.
This system has worked all but once--at a Marriott!
#6
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Originally Posted by Starwood Lurker
On a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed. If you did not get what you reserved, then you should call Corporate Customer Service to report it. 800-328-6242.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#7
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by paullevi
Lurker -- I have a stay coming up that is 3 days paid (special weekend promotional rate) and 1 day on points. Because of the 1 points night, is there any way the hotel could say that my room preference is not guaranteed for the stay?
In the scenario you describe above, the hotel will have to meet your preferences on the paid portion of your stay or that is a chargeable offense. If they don't have a room available that matches your preferences for the last day of your stay under the award room, they could move you, but I think the possibility of that is miniscule, although not totally out of the equation.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#8
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
Originally Posted by Starwood Lurker
. . . the hotel will have to meet your preferences on the paid portion of your stay or that is a chargeable offense.
#9
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by AZ Travels the World
William, what does this typically mean to the customer?
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#10
Senior Moderator
Join Date: Oct 2001
Location: San Francisco, CA
Programs: UA Plat/2MM [23-yr. 1K, now emeritus] clawing way back to WN-A List; MR LT Titanium; HY Whateverist.
Posts: 12,396
Since the SPG program has integrated Sheraton and Westin brands, I've had my bed-type + NS res. honored in all but one property on one stay -- a Westin and that was a very late c/i. The excuse was "we didn't have your SPG # in the res." When I asked to speak to the MOD and showed the Starwood booking printout with my #, all of a sudden, a reserved room type was "found" in hotel inventory and the manager made things right. His initial position was that it was a computer problem in getting res. info reliably from *wood. My answer was that if his property was having computer problems of that type *wood needs to know about it ASAP because its corporate HQ was going to be calling when increasing #s of Plats get stuck in smoking rooms on the 3rd floor, contrary to their res. confirmations.
Despite this stellar record of Starwood compliance, I do what EnvoyBoy does if I am going to arrive late and just call the property, mainly so I don't lose any u/g that may be available.
Despite this stellar record of Starwood compliance, I do what EnvoyBoy does if I am going to arrive late and just call the property, mainly so I don't lose any u/g that may be available.
#11
Original Poster
Join Date: Aug 2004
Posts: 707
Got it. Thanks! That's very helpful. I appreciate everyone's responses -- truly enlightening. (Gosh, FT is amazing...)
#12
Join Date: Apr 2003
Location: IAD
Programs: Free Agent
Posts: 1,937
I take it the room type guarantee is still in effect? I checked in today, and was given a room with two doubles. I called down to the front desk, and was told that room types are not guaranteed, and are "preferences". I went downstairs, and got a different guy. He apologized that no kings were available and said that next time I'm in town, drop him a line and he'd try to give me a suite upgrade. I'm only staying for 2 nights so I didn't push it.
#13
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Hi Condition One,
As William has mentioned earlier, on a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed.
[email protected]
As William has mentioned earlier, on a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed.
[email protected]
#14
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Hi Condition One,
As William has mentioned earlier, on a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed.
[email protected]
As William has mentioned earlier, on a paid rate, room preferences, such as bedding type and smoking preferences, are guaranteed.
[email protected]
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
#15
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Would it still be worth the effort to notify Corp Cust Service if I had a stay during the middle of October where the hotel gave me the "its only a preference" line? I was a Gold at the time, and I'll admit I'm really new to the SPG rules, so I just took their word for it and went about my business.
But if it is helpful to let Cust Service know, I can call them. (Note I have since stayed at that same property 3 times since and haven't had a bedding issue.)
But if it is helpful to let Cust Service know, I can call them. (Note I have since stayed at that same property 3 times since and haven't had a bedding issue.)