briansilverstein

If you are not interested in reading others comments, then why are you on this board. Obviously, each persons experience must be weighted so that one does not overshadow the experiences of many.

However, there is a temporal effect where what was true before is not the case today. Thus, when several people describe a recent negative expertise, I consider this a relevant data point.

I think that you should read your own quote again. Considering that I rarely stay at the Four Seasons, why would I expect them to treat me differently than any other guest? The reason why I chose Princeville is that I represent a valuable customer to Starwood, and Princeville is a member of Starwood. Thus, I want to be treated in accordance with my benefits in the Starwood program. I have devoted a certain amount of business to Starwood, and they have a program that specifies their obligations for my dedicated level of business.

If you do not believe in the programs, then don’t participate. However, I do. Thus, I feel the company does have an obligation (as I am sure that many other members of this community will agree with) to fulfill their stated program benefits.

Clearly, there are going to be times when mistakes happen. Everyone understands that and my only expectation is that the error is corrected and efforts to minimize errors from occurring are instated. In this thread, there were several instances of people describing violations of their Starwood benefits at the Princeville with several employees of the resort and no effort to correct the situation.

I am elated to hear that William has forwarded this information to the Princeville and the matter is being addressed.

briansilverstein

William -
Thanks for adressing this with the hotel. I am glad to hear that they are aware of their responsibilities to Platinum members.

That is all the reasurance I need.

As I am sure you know, your presence provides an excellent service to the Flyertalk community and to Starwood resports.

aceflyer2

Brian, very well said. All businesses, including hotels, MUST sastify their customers or they won't be around very long. It is apparent to me that given the comments on this thread, there are SOME problems at this Hotel. Given the relatively high price of this property, people DO expect more and they have a right to! Also given the mamagement expertise of Starwood, it is NOT suprising to me that William has passed these comments on to the Hotel. Thanks William!

LIH Prem

Consider the possibility that upgraded rooms, including Jr Suites, when available, and a boxed set of very nice note cards as the ammenity are the Platinum benefits at this property.

-David

Starwood Lurker

I thought of that too, LIH Prem. So, I've asked for clarification on what their Platinum welcome amenity actually is - although I suppose it is subject to change.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

[email protected]

PremEx

This is such a great property, I wouldn't let the slight chance that I might not get upgraded or a complimentary bag of walnuts, influence my decision of whether or not to stay here!

Heck, I'd take their lowest ROH room here, over most other types of accomodations on the island.

And SPG or not.

IMHO.

ajnaro

I am grateful to the Starwood Lurker for taking up my cause with the Princeville Hotel. Unfortunately, they did not manage to get to me before I left for the Royal Hawaiian, where I am at the moment. Since the RH is no longer LC, the amenity issue is very straightforward and direct -- just fill in the form and that’s that. Actually, I did indicate that I myself didn’t consider the amenity fiasco at the Princeville to be of great importance. The note cards, I was told explicitly, were due to the fact that I was recognized as a returning guest, not a platinum guest, but I was, nonetheless, quite pleased with them. All of much leads me to wonder whether I will be recognized as a returning guest here at the RH.

aflyer

During my stay in mid June, as a platinum guest, I was upgraded to the Jr. Suite, and in the room upon arrival was a platter with cheeses, crackers, and fruit--grapes if I recall. There was also a card for the champagne, but that was because they knew it was our anniversary during the stay, and the card recognized our "special occasion."
I have stayed at the hotel before, but did not get any note cards or anything similar.
Great hotel, wonderful location, love it...but for two things...and I don't want to go into them too much here because there are far more in depth discussions elsewhere...but the $15/day for parking bugs the heck out of me, as ANYONE who's not a hotel guest can park in the same lot for free for as long as they want, and the fact that they implemented the $2 per toll free call and RIDICULOUS long distance charges.
I SEARCHED that hotel high and low for a pay phone and couldn't find one. Dialing for SEVEN minutes from hawaii to the mainland US cost me $27.00. Get a clue...talk about ways to alienate people....
Other than that, the staff and service and facility were top notch.

dingo

Spoken like a true Californian!

I expect so much because I've followed rules set forth by the company. I play by the rules and I expect them to as well.

dingo

Did anyone else get a bag of walnuts? This just keeps getting worse!

What's LC?

[This message has been edited by dingo (edited 07-31-2002).]

LIH Prem

The telephones are right off the main lobby.

-David

briansilverstein

Luxury Collection (Starwoods high end resort brand)

Starwood Lurker

dingo, I don't think anyone got a bag of walnuts as their welcome amenity. Maybe Prem Ex will clarify, but I think he trying to insert some levity into the discussion.

I got a very nice email from the general manager this morning. The postcards almost everyone mentions is their Platinum welcome amenity. She was able to confirm that ajanaro had these in his room upon arrival. They also give a separate (different) amenity to repeat guests and even another amenity to those who they know are celebrating an anniversary or honeymoon. So, yes, there are several types of amenities being delivered depending upon the situation. She has taken to heart the comments about the postcards, and even though they are very nice, she will be considering other possibilities.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

[email protected]

dingo

I was just kidding about the walnuts. Now a bag of Kona coffee...that would be a nice amenity!

ajnaro

Just to confirm again, as I said in my original posting, I did get the postcards. And I liked them too. However, since I had read in dhammer53’s posting that the postcards were not the Platinum amenity I made the enquiries about which I have already posted. Since that time I received the personal attention of our Starwood Lurker, as well as of the Guest Service Manager of the Princeville Resort, for which I am most grateful. To my mind, upgraded accommodation is far more important than any amenity, and I did receive an upgrade. Some properties are more generous with their upgrades and amenities and some are more stringy. The only case in there is cause for corrective action is when Starwood’s official policies are disobeyed … or so it seems to me.