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
Mar 5, 2018, 7:34 am
#316
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
Escalate! I'm surprised PC is refusing to help. What are they saying? There should be at least some effort to relocate guests that have confirmed reservations. A Marriott property tried this a while back with a friend and he ended up with his entire week comped by corporate at a neighboring non-MR property. It took a bit of push back, but I would not expect a free stay, but at least help in finding something acceptable.
Mar 5, 2018, 9:39 am
#317
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
Escalate! I'm surprised PC is refusing to help. What are they saying? There should be at least some effort to relocate guests that have confirmed reservations. A Marriott property tried this a while back with a friend and he ended up with his entire week comped by corporate at a neighboring non-MR property. It took a bit of push back, but I would not expect a free stay, but at least help in finding something acceptable.
The GM got back to me after I semi figured out his email (Marriott one) and now offered to stay even though the property isn't open yet. As a 'trial guest' which I'm personally fine with as I'm not too much into the other alternative, staying at the Tribute Portfolio in Ubud. I think it might still be a nice hotel but the location doesn't work for me based on the map. Maybe I swing by there and have a look anyhow. Based on my contact with the guy it seems like an honest mistake but it should never be communicated the way the hotel did it, especially just two days prior.
The online chat and especially the representative 'Danielle C' were useless garbage. Not that the hotline was much better but this person shouldn't be in front line CS. I was upset before yes but this interaction made me literally angry.
Jun 4, 2018, 3:52 pm
#318
Join Date: Jan 2013
Location: Chicago
Programs: Starwood Platinum, AA Exec Plat, Marriott Platinum, Hyatt Diamond, Kimpton Inner Circle, Hertz PC
Posts: 99
Walked at Sharaton Lake Como - No Compensation
I was recently walked at the Sheraton Lake Como and forced to go to the Westin in Milan. This was quite a big inconvenience, and I did not receive any additional compensation. Does the SPG walk policy for platinum members still exist? I tried to contact support with web chat and the agent I spoke with said that the policy did not exist.
Jun 4, 2018, 3:54 pm
#319
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
I was recently walked at the Sheraton Lake Como and forced to go to the Westin in Milan. This was quite a big inconvenience, and I did not receive any additional compensation. Does the SPG walk policy for platinum members still exist? I tried to contact support with web chat and the agent I spoke with said that the policy did not exist.
I would suggest send your stay info to the Lurkers and ask them to forward to the appropriate department.
Jun 4, 2018, 4:48 pm
#320
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Jun 11, 2018, 1:25 am
#321
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
Wonder how will this be handled come August 1st.
Jun 11, 2018, 3:22 am
#322
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
Marriott has a clear policy. A couple people have reported issues like the hotel to which they were moved was too far away, but for the most part Marriott handles walks well and avoids walking elites because it is more expensive than walking kettles. In well over one thousand stays I was walked once, IIRC near the Louisville airport. I was in a CY. When i got there around midnight they told me I was being walked to the SHS. As my blood started boiling the clerk pointed to the SHS across the parking lot. And she had already called the SHS so they would make sure my room was feather free. I got paid to walk across the parking lot and my night was free to boot. The clerk told me that when they have to walk someone to the SHS they look for an elite on a one night stay because they are usually happy to move.
I once got walked at a Fort Wayne HI. That was a nightmare.
I once got walked at a Fort Wayne HI. That was a nightmare.
Jun 11, 2018, 7:58 am
#323
Join Date: Oct 2009
Programs: Marriott, IHG, Delta, United
Posts: 575
I will say I have always liked Marriotts walking policy a little better than SPG. Not that SPGs was bad, but I have always thought the Marriott policy was more straightforward and rewarding to inconvenienced elite member.
Jun 11, 2018, 9:38 am
#324
Join Date: Jan 2013
Location: Chicago
Programs: Starwood Platinum, AA Exec Plat, Marriott Platinum, Hyatt Diamond, Kimpton Inner Circle, Hertz PC
Posts: 99
The lurkers were able to help my resolve the issue - big thanks to them!