Nov 1, 2016, 3:26 am
Last edit by: lcpteck
SPG Turnaway Policy
As per #304:
The turnaway policy for elites do apply at Design hotels but there are a couple of crucial points to note:
Elite members who are walked from Design Hotels properties will receive Starpoints for the portion of the stay that they were walked, but they will not receive additional Starpoints equivalent to the cost of a Free Night Award. No goodwill gesture points will be offered as well.
As per #304:
The turnaway policy for elites do apply at Design hotels but there are a couple of crucial points to note:
Elite members who are walked from Design Hotels properties will receive Starpoints for the portion of the stay that they were walked, but they will not receive additional Starpoints equivalent to the cost of a Free Night Award. No goodwill gesture points will be offered as well.
FAQ: Getting walked: what should happen for a platinum or gold member
Sep 3, 2015, 2:53 pm
#241
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,739
Yes, CS told me to contact [email protected]. I'm waiting on their response.
No one has replied since sending the email a while ago. Will someone ever respond?
Sep 3, 2015, 2:59 pm
#242
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Feel free to send me a copy of the email and I'll bring it to their attention.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Sep 3, 2015, 3:09 pm
#243
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,739
I'm sure they will unless the message was misdirected for some reason.
Feel free to send me a copy of the email and I'll bring it to their attention.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Feel free to send me a copy of the email and I'll bring it to their attention.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Sep 3, 2015, 10:52 pm
#244
Join Date: Dec 2005
Location: California
Programs: AA EXP...couple hotels and cars too
Posts: 4,548
Sep 3, 2015, 11:33 pm
#245
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,739
Sep 4, 2015, 10:10 am
#246
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,739
So just to update. They contacted me earlier today offering to refund the stay from a another hotel that I stayed at. The agent handled it well.
Sep 6, 2015, 10:41 am
#247
Join Date: Aug 2008
Location: SAF
Programs: IHG Silver
Posts: 678
Just a follow up as a data point for others regarding what an SPG Preferred got after pressing a bit with ccs. In the end I was credited back for the night in question (to my cc) and given 3500 points. The property is a category 3 - so it sounds like I got half what a Gold/Plat would get. Overall it was an odd experience in the lack of timely communication but it worked out to what I felt was reasonable. Mental note, if ever a late check-in going forward I will be sure to call ahead...
Oct 15, 2015, 1:37 am
#248
Join Date: Oct 2015
Posts: 4
Late night ordeal at Sheraton Dallas Galleria
Got in after 1am to find the room I booked not available. I am a long term gold.member and used to being treated well at Starwood hotels. After some.discussion they agreed to put me up in a Wyndham Hotel up the street. The hotel they sent me to is horrible. Any
suggestions on how to handle this. I feel like I got ripped off of my.points. My points are from trading in my timeshare for the year which I pay a fortune to own.
suggestions on how to handle this. I feel like I got ripped off of my.points. My points are from trading in my timeshare for the year which I pay a fortune to own.
Oct 15, 2015, 4:57 am
#249
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,090
Welcome to Flyertalk and the SPG forum Lrblrblrb10. 
We have a thread discussing being "walked" from a confirmed reservation like this, and it details the official policy for making good your inconvenience, plus a few cases from SPG members similarly affected. I've added your post to this thread and suggest you read with through to see if it helps answer your question.
We have a thread discussing being "walked" from a confirmed reservation like this, and it details the official policy for making good your inconvenience, plus a few cases from SPG members similarly affected. I've added your post to this thread and suggest you read with through to see if it helps answer your question.
Oct 15, 2015, 7:55 am
#250
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
Got in after 1am to find the room I booked not available. I am a long term gold.member and used to being treated well at Starwood hotels. After some.discussion they agreed to put me up in a Wyndham Hotel up the street. The hotel they sent me to is horrible. Any
suggestions on how to handle this. I feel like I got ripped off of my.points. My points are from trading in my timeshare for the year which I pay a fortune to own.
suggestions on how to handle this. I feel like I got ripped off of my.points. My points are from trading in my timeshare for the year which I pay a fortune to own.
Oct 15, 2015, 8:25 am
#251
Join Date: Oct 2015
Posts: 4
Thank you very much
Thank you for the info. I had noted in my reservation I would be arriving late. I am a woman traveling alone so it was a little scary being sent to a creepy hotel. I plan to complain to management about their choice of alternative accommodations. But I am glad to get info on polcy. I love this forum. Have used before but was tired and could not remember my username. I love starwood and have had a ton of wonderful experiences and only a couple bad.
Oct 15, 2015, 1:03 pm
#252
Join Date: Oct 2015
Posts: 4
Good news
Thank you so much for info. Hotel Manager Tyler called SPG and the refunded my nights points and gave me an extra day per policy. It was good info to have. They put me in a club level room with hotel fully booked. A perk gold members do not always get. They are covering my parking. They have acknowledged the hotel they sent me to should have been a last resort. So overall I am happy with result and will stay here again. It is a very nice and clean property.
Oct 15, 2015, 1:09 pm
#253
Join Date: Feb 2010
Programs: MR-Amb, Hyatt-Globalist, AA-EXP
Posts: 1,744
Thank you so much for info. Hotel Manager Tyler called SPG and the refunded my nights points and gave me an extra day per policy. It was good info to have. They put me in a club level room with hotel fully booked. A perk gold members do not always get. They are covering my parking. They have acknowledged the hotel they sent me to should have been a last resort. So overall I am happy with result and will stay here again. It is a very nice and clean property.
Oct 15, 2015, 4:48 pm
#254
Join Date: Aug 2011
Location: ECP
Programs: DL Diamond
Posts: 1,658
FWIW the Westin Galleria is a great hotel in my experience. Rooms and common areas are clean, club level has good quality food for breakfast and light dinner (+ booze), all day Starbucks machine, valets are super quick, and location is convenient being physically attached to the mall.
Oct 15, 2015, 7:52 pm
#255
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,462
FWIW the Westin Galleria is a great hotel in my experience. Rooms and common areas are clean, club level has good quality food for breakfast and light dinner (+ booze), all day Starbucks machine, valets are super quick, and location is convenient being physically attached to the mall.