Princeville Hotel, Hawaii - closed Sept 08 for renov; reopens 10/09 [Master Thread]
Jul 28, 2002, 1:17 pm
#46
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Join Date: May 1998
Location: Texas, U.S.A.
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I tend to agree with ajnaro as I've gotten many great upgrades at both the Princeville and the Westin Maui due to their own in-house Previous Guest tracking system.
And I was only an SPG Gold or SPG nobody back then (or Westin Premier Burgudy...remember that), so it certainly wasn't the SPG status alone that got me the recognition.
At the Westin Maui, the property specific frequency reason for the treatment was confirmed to me by a member of the front desk staff. He even showed me how it flashes in red how many times you stayed with them in the past.
The notes on the gifts (which were extremely nice and much better than the standard Platinum gifts, IMHO) always said "Welcome Back" on them, and such.
If you are a local repeat customer and an SPG Platinum, I'd certainly expect very nice treatment from them.
And I was only an SPG Gold or SPG nobody back then (or Westin Premier Burgudy...remember that), so it certainly wasn't the SPG status alone that got me the recognition.
At the Westin Maui, the property specific frequency reason for the treatment was confirmed to me by a member of the front desk staff. He even showed me how it flashes in red how many times you stayed with them in the past.
The notes on the gifts (which were extremely nice and much better than the standard Platinum gifts, IMHO) always said "Welcome Back" on them, and such.
If you are a local repeat customer and an SPG Platinum, I'd certainly expect very nice treatment from them.
Jul 28, 2002, 2:26 pm
#47
Join Date: May 2000
Location: Houston, TX, USA
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PremEx:
At the Westin Maui, the property specific frequency reason for the treatment was confirmed to me by a member of the front desk staff. He even showed me how it flashes in red how many times you stayed with them in the past.</font>
At the Westin Maui, the property specific frequency reason for the treatment was confirmed to me by a member of the front desk staff. He even showed me how it flashes in red how many times you stayed with them in the past.</font>
Jul 28, 2002, 4:10 pm
#48
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I can't say for sure how they track. I can say that I used to use my Westin Premier number that created the hotel folio.
Then one day they changed computer systems (probably after Starwood took over), and when I next visited the Westin Maui, they didn't acknowledge my previous stays when I checked-in.
I did inquire about this and they said with the switchover of computer systems, they lost past history. But they kept one terminal in the back room on the old system (pretty sure it's still there) that had the past history and they went back there and manually looked me up and updated their new on-property system with my past history count, and all was well again and I regained my "status" with this hotel.
Today, I'm pretty sure that something in the folio created with my SPG number matches their past history file database, and kicks it out. Could be any match that tags it...name and zip, or phone, or SPG number. Don't really know.
[This message has been edited by PremEx (edited 07-28-2002).]
Then one day they changed computer systems (probably after Starwood took over), and when I next visited the Westin Maui, they didn't acknowledge my previous stays when I checked-in.
I did inquire about this and they said with the switchover of computer systems, they lost past history. But they kept one terminal in the back room on the old system (pretty sure it's still there) that had the past history and they went back there and manually looked me up and updated their new on-property system with my past history count, and all was well again and I regained my "status" with this hotel.
Today, I'm pretty sure that something in the folio created with my SPG number matches their past history file database, and kicks it out. Could be any match that tags it...name and zip, or phone, or SPG number. Don't really know.
[This message has been edited by PremEx (edited 07-28-2002).]
Jul 28, 2002, 4:53 pm
#49
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,311
Well, I suppose that's a very nice policy for people that have stayed there before, but it doesn't mesh with Starwood's policy, does it?
-David
-David
Jul 28, 2002, 6:08 pm
#50
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I personally think property specific frequency recognition works pretty well with the SPG program. More of a "above and beyond" thing, than a "mesh" IMHO.
Most of these hotels are indivdually owned and operated, and I assume they can do whatever they want for their best customers, outside of SPG.
If I had a repeat customer that pays good money at my specific property, I'd treat them special even if they weren't a member of SPG at all. In fact, on non-member customers you don't have the additional expense of having to pay Starwood for their points. So in a sense, these (non-members) could be better bottom line customers for that hotel as well.
Yeah, if you are a first-time visiting Platinum and they had given their last suite to a good repeat customer rather than you, that would be a bit of a bummer. But if I were the owner of that property, I'd want to reward my best customers first, and the "corporate" best customers next.
For example, I know that the Four Points LAX takes visiting Platinums very seriously and usually exceeds the SPG program minimums, and treats them special with upgrades and amenities, whenever possible.
But they treat this Platinum just a bit more special, as I have over 20 stays at this property.
And they know it. Because they track "their own." And what's more important and very smart of them to acknowledge, is that they know that I have a wide selection of Starwood properties at LAX to choose from. And they always thank me for choosing them.
Because they are smart enough to know that the SPG program makes you loyal to Starwood. Not necessarily a specific property! They have to compete against the other Starwood properties in the area for your business. They recognize that fact and try to "plus" things as much as they can to give their little property an edge over the bigger "Woods" in the neighborhood. They "try harder" IMHO.
The SPG program tells me the Starwood company wants my repeat business. The Four Points LAX tells me they want my repeat business on a much more personal "local" level. And I've never gotten that feeling at any of the other Starwoods in the area.
But the wonderful thing about a worldwide frequency program, like Starwood Preferred Guest, is that no matter where you stay for "the first time"...you are treated a bit like a local valuable returning customer. It pre-qualifies you a bit, so to speak, and separates you from the masses.
At least, that's how it's supposed to work. And I'm glad to say that most of my experiences with Starwood, it has worked that way. I will admit that there are some short-sighted properties that you get the feeling that they give you the benefit grudgingly, only because they have to, and/or they feel like they have a gun pointing to their head.
But most of 'em are glad to, as the smart ones recognize the overall benefit, value and synergy that comes from being a Starwood member property.
I guess some properties are glad to be associated with Starwood. Other properties make Starwood glad to have them part of their family.
I look for and prefer the latter.
[This message has been edited by PremEx (edited 07-28-2002).]
Most of these hotels are indivdually owned and operated, and I assume they can do whatever they want for their best customers, outside of SPG.
If I had a repeat customer that pays good money at my specific property, I'd treat them special even if they weren't a member of SPG at all. In fact, on non-member customers you don't have the additional expense of having to pay Starwood for their points. So in a sense, these (non-members) could be better bottom line customers for that hotel as well.
Yeah, if you are a first-time visiting Platinum and they had given their last suite to a good repeat customer rather than you, that would be a bit of a bummer. But if I were the owner of that property, I'd want to reward my best customers first, and the "corporate" best customers next.
For example, I know that the Four Points LAX takes visiting Platinums very seriously and usually exceeds the SPG program minimums, and treats them special with upgrades and amenities, whenever possible.
But they treat this Platinum just a bit more special, as I have over 20 stays at this property.
And they know it. Because they track "their own." And what's more important and very smart of them to acknowledge, is that they know that I have a wide selection of Starwood properties at LAX to choose from. And they always thank me for choosing them.
Because they are smart enough to know that the SPG program makes you loyal to Starwood. Not necessarily a specific property! They have to compete against the other Starwood properties in the area for your business. They recognize that fact and try to "plus" things as much as they can to give their little property an edge over the bigger "Woods" in the neighborhood. They "try harder" IMHO.
The SPG program tells me the Starwood company wants my repeat business. The Four Points LAX tells me they want my repeat business on a much more personal "local" level. And I've never gotten that feeling at any of the other Starwoods in the area.
But the wonderful thing about a worldwide frequency program, like Starwood Preferred Guest, is that no matter where you stay for "the first time"...you are treated a bit like a local valuable returning customer. It pre-qualifies you a bit, so to speak, and separates you from the masses.
At least, that's how it's supposed to work. And I'm glad to say that most of my experiences with Starwood, it has worked that way. I will admit that there are some short-sighted properties that you get the feeling that they give you the benefit grudgingly, only because they have to, and/or they feel like they have a gun pointing to their head.
But most of 'em are glad to, as the smart ones recognize the overall benefit, value and synergy that comes from being a Starwood member property.
I guess some properties are glad to be associated with Starwood. Other properties make Starwood glad to have them part of their family.
I look for and prefer the latter.
[This message has been edited by PremEx (edited 07-28-2002).]
Jul 28, 2002, 6:50 pm
#51
Join Date: Jan 2001
Location: lax
Posts: 727
I was at the Princeville 2 weeks ago using my free weekends, I was given a room on the first floor facing the infinity pool. nice room, not a great view. I called the front desk and inquired about an upgrade. I was inofrmed the hotel was completely sold out, and no upgrade was available for that evening, but i would be moved the next day to a Jr. Suite.
Received my gift of cards, and a return welcome gift of cards. Seems silly to get the same gift twice
Was moved to the Jr. Suite on the 11th floor and was presented a plate full of chocolate covered strawberries. The staff was great, and the front desk was very helpful. We were enjoying our stay so much we extended our stay one night (this time paying for the room).
Received my gift of cards, and a return welcome gift of cards. Seems silly to get the same gift twice
Was moved to the Jr. Suite on the 11th floor and was presented a plate full of chocolate covered strawberries. The staff was great, and the front desk was very helpful. We were enjoying our stay so much we extended our stay one night (this time paying for the room).
Jul 28, 2002, 7:51 pm
#52
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,311
ok, PremEx .. I was a bit terse in my last reply. Yes, I agree with you completely about them maintaining their own records and treating returning guests extra special even if they aren't part of the SPG program or have no status within the program.
By "mesh" I meant that if they don't provide an ammenity to all platinum guests or they don't offer first time Platinum guests benefits that are within the SPG program, including upgrades when available, then it seems to me that they aren't compliant with the SPG program.
ajnaro said:
ajnaro later said:
ok .. so that is clearly untrue .. at least by my understanding. The platinum ammenity program is well and alive at all US Luxury Collection properties, but as I understand it they don't participate in the ammenity choice program. Nonetheless, there is still an ammenity, and there was an ammenity when I stayed there as a first time guest.
...
That said, when I stayed there as a first time platinum on a non-rev stay that they donated to a local charity auction which we "won", I was given the royal treatment: Upgraded to a junior ocean view suite and given a beautiful ammenity, even though the donated room was a standard mountain view room.
The property is a class act and this is the first time I've heard of anything other than superb treatment for Platinum members. I would hope that it was just an anomoly.
I'm hoping William will respond to this with a statement from Ms. Hoen saying that this was just an anomoly that will be corrected and the property is committed to providing all Platinum benefits of the SPG program to all first time Platinum visitors as well as returning platinum visitors.
-David
[ edited for ubb, grammar and spelling errors ]
[This message has been edited by LIH Prem (edited 07-28-2002).]
By "mesh" I meant that if they don't provide an ammenity to all platinum guests or they don't offer first time Platinum guests benefits that are within the SPG program, including upgrades when available, then it seems to me that they aren't compliant with the SPG program.
ajnaro said:
<font face="Verdana, Arial, Helvetica, sans-serif" size="2"> I did ask about a platinum amenity via telephone, but the person who answered said “we don’t give any amenities to platinum guests, just to returning guests”.</font>
<font face="Verdana, Arial, Helvetica, sans-serif" size="2"> Further to the discussion above, this morning I spoke to two front desk clerks at the Princeville Hotel, and both were adamant in stating that the hotel does not offer any sort of Platinum amenity. The post cards I reported receiving earlier were because I was a returning guest, according to the clerks. One clerk told me that she was aware that other Starwood hotels do offer a Platinum amenity, but that Luxury Collection hotels are free to offer, or not offer, such an amenity as they see fit. </font>
...
That said, when I stayed there as a first time platinum on a non-rev stay that they donated to a local charity auction which we "won", I was given the royal treatment: Upgraded to a junior ocean view suite and given a beautiful ammenity, even though the donated room was a standard mountain view room.
The property is a class act and this is the first time I've heard of anything other than superb treatment for Platinum members. I would hope that it was just an anomoly.
I'm hoping William will respond to this with a statement from Ms. Hoen saying that this was just an anomoly that will be corrected and the property is committed to providing all Platinum benefits of the SPG program to all first time Platinum visitors as well as returning platinum visitors.
-David
[ edited for ubb, grammar and spelling errors ]
[This message has been edited by LIH Prem (edited 07-28-2002).]
Jul 29, 2002, 2:09 am
#53
Join Date: Jun 1999
Location: Rio de Janeiro, BRAZIL
Programs: AA 4MM EXP; Starwood Lifetime Plt
Posts: 2,498
Just to make matters perfectly clear, I would like to restate that I checked with THREE different employees at the Princeville Hotel, one by phone and two in person, on two different days. All three were relatively low-level employees, such as front desk attendants, but they were the sort of person one would expect to know the hotel's policies as part of their job requirements. One of these people offered to call the duty manager, but I did not have time to wait for her to appear. All three stated categorically that the Princeville Hotel offers no platinum amenity of any sort. One let me know that she thought a platinum upgrade was more than enough and that I ought not to even be taking up her time enquiring about a platinum amenity. As I was very happy with the upgrade I had received, as well as with the hotel in general, I did not see any point in pursuing the matter. For me, upgrades and amenities are meaningless when one has to fight for them. The whole point of these gestures is to ensure customer gratitude and loyalty. Surely, that does not happen when there is unpleasantness.
Jul 29, 2002, 5:45 am
#54
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">For me, upgrades and amenities are meaningless when one has to fight for them. The whole point of these gestures is to ensure customer gratitude and loyalty. Surely, that does not happen when there is unpleasantness. [/B]</font>
[This message has been edited by dingo (edited 07-29-2002).]
Jul 29, 2002, 7:54 pm
#55
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,311
[This message has been edited by LIH Prem (edited 07-29-2002).]
Jul 29, 2002, 11:18 pm
#56
Join Date: Jul 2002
Location: New Orleans, AA EXP, DL PM, SPG PLT, HH Diamond
Posts: 3,750
Recently, I called this Hotel to inquire about a couple of things since my wife and I will be travelling there within the next year. I did not find the person who answered the telephone to be particularly helpful or polite. (This seems to corroborate some of the earlier discussion.) Also, to my surprise, I was told none of the rooms at this Hotel have
balconies. I find this UNBELIEVABLE in Hawaii! This is reason enough for me not to stay there. Having said that, let me assure everyone that I am a Starwood loyalist and firmly believe they are the best thing going in the hotel industry today!!!
QUOTE]Originally posted by LIH Prem:
[This message has been edited by LIH Prem (edited 07-29-2002).][/QUOTE]
balconies. I find this UNBELIEVABLE in Hawaii! This is reason enough for me not to stay there. Having said that, let me assure everyone that I am a Starwood loyalist and firmly believe they are the best thing going in the hotel industry today!!!
QUOTE]Originally posted by LIH Prem:
[This message has been edited by LIH Prem (edited 07-29-2002).][/QUOTE]
Jul 30, 2002, 7:21 am
#57
Join Date: Apr 2002
Location: USA
Programs: UA Gold, AA Plat, HH Gold, SPG Plat, Hyatt Diamond, Hertz 5 Star PC
Posts: 211
I researched this resort extensively, and given that all of the prior comments were positive, booked an award star for my anniversary in August. In light of this recent thread, I am quite nervous about the treatment that I will receive during my stay.
William, can you comment on the situation at Princeville please???
William, can you comment on the situation at Princeville please???
Jul 30, 2002, 7:37 am
#58
Original Member
Join Date: May 1998
Location: SFO/JFK
Programs: Hilton: Gold, Starwood: Platinum, Hyatt: Platinum, AS: MVP Gold
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Although it's true the rooms don't have balconies (at least my junior suite didn't), the main windows do open completely, making the entire room/suite feel a bit like a balcony.
Jul 30, 2002, 12:29 pm
#59
Join Date: Jan 2001
Location: lax
Posts: 727
Going out on a limb here...
It amazes me how some negative comments can skew people’s views. The experience is what YOU make of it, sure we run into people who are rude, ignorant, or not knowledgeable, but in a first class hotel such as the Princeville, there will always be someone who can help out. If this property was so BAD, or if the fears people had about the service and the hotel were prevalent, this hotel would not survive.
Sure Hawaii is laid back, but that is the reason we go there to escape. Take a deep breath, relax, enjoy the wonderful property and views... remember the Aloha spirit.
Why is it we DEMAND so much? That we are DESERVING of so much just because we have STATUS. Imagine where we would be without the loyalty programs. I know such programs were established to keep us LOYAL to one brand/company, but remember…we have choices. If you want to be LOYAL to SPG, then take it with a grain of salt, otherwise, go to the big Island and stay at the Four Seasons.
It amazes me how some negative comments can skew people’s views. The experience is what YOU make of it, sure we run into people who are rude, ignorant, or not knowledgeable, but in a first class hotel such as the Princeville, there will always be someone who can help out. If this property was so BAD, or if the fears people had about the service and the hotel were prevalent, this hotel would not survive.
Sure Hawaii is laid back, but that is the reason we go there to escape. Take a deep breath, relax, enjoy the wonderful property and views... remember the Aloha spirit.
Why is it we DEMAND so much? That we are DESERVING of so much just because we have STATUS. Imagine where we would be without the loyalty programs. I know such programs were established to keep us LOYAL to one brand/company, but remember…we have choices. If you want to be LOYAL to SPG, then take it with a grain of salt, otherwise, go to the big Island and stay at the Four Seasons.
Jul 30, 2002, 12:48 pm
#60
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by briansilverstein:
I researched this resort extensively, and given that all of the prior comments were positive, booked an award star for my anniversary in August. In light of this recent thread, I am quite nervous about the treatment that I will receive during my stay.
William, can you comment on the situation at Princeville please???</font>
I researched this resort extensively, and given that all of the prior comments were positive, booked an award star for my anniversary in August. In light of this recent thread, I am quite nervous about the treatment that I will receive during my stay.
William, can you comment on the situation at Princeville please???</font>
We were also told that they would track down ajanaro and get him his Platinum welcome amenity. Was hoping to hear that this had finally been accomplished, but perhaps he is no longer there?
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]