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
Jun 6, 2007, 1:06 pm
#61
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Technically, you should be credited for the stay from The Westin Westminister for one night at the RACK rate and you should get 500 Starpoints as your welcome amenity from The Westin Tabor Center since that is where you really stayed.
Something tells me there's no way they get this right, however, so if seven days pass and it doesn't happen that way, send me your SPG account number in an email with a link to this thread and I'll see if I can sort it out.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Something tells me there's no way they get this right, however, so if seven days pass and it doesn't happen that way, send me your SPG account number in an email with a link to this thread and I'll see if I can sort it out.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 7, 2007, 11:07 am
#62
Join Date: Aug 2006
Programs: Hyatt Diamond, SPG LT Plat, AA 3MM EXP
Posts: 397
Thanks for the offer William, but I think I'm OK now as the points and amenity posted. Interesting factoid for me though:
* NO SPG credit for massage (I assumed that)
* NO SPG credit for tips at the Palm Restaurant (I knew that)
* NO SPG credit for valet parking (didn't know that)
* DID receive credit for ALCOHOL at the Palm, even though it was itemized on my hotel folio (thought that was out for some reason)
* DID receive credit for Food TAX amount
* NO SPG credit for massage (I assumed that)
* NO SPG credit for tips at the Palm Restaurant (I knew that)
* NO SPG credit for valet parking (didn't know that)
* DID receive credit for ALCOHOL at the Palm, even though it was itemized on my hotel folio (thought that was out for some reason)
* DID receive credit for Food TAX amount
Jun 7, 2007, 11:14 am
#63
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Yep, parking is an ineligible charge.
Alcohol is okay as long as there isn't a state law against you receiving points for its purchase. Obviously, not a problem in Colorado. 
That's certainly unusual, but not unheard of. Sometimes they just don't break it down correctly so the system understands what is and what isn't.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
* DID receive credit for ALCOHOL at the Palm, even though it was itemized on my hotel folio (thought that was out for some reason)
* DID receive credit for Food TAX amount
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 7, 2007, 11:58 am
#64
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
Sorry to change the subject but William, why don't we get points for parking/valet? This is such a high margin item that I can't understand it.
Jun 7, 2007, 12:05 pm
#65
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 7, 2007, 8:52 pm
#66
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
Because in about 90% of instances, Starwood does not own the parking facilities, so the margin may not be as great as you think it is.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 7, 2007, 11:29 am
#67
Join Date: Apr 2006
Location: Las Vegas
Programs: Marriott Ambassador HHonors Diamond, Hertz 5*
Posts: 24
What happens when a Platinum or Gold member gets "walked"?
Hi everyone,
Due to overbooking I was walked to a Hilton about 10 days ago after trying to check in with about a dozen other people. It was especially annoying because it was 1:30 am and as usual the spg line was not open and half a dozen rooms were assigned to non-elites while I along with one other plat were left without a room.
Anyway my question is this: I have not been charged for the room at the Sheraton (It shows online as canceled) and they paid for my stay at the Hilton. Is this normal? According to a search of these forums I should also get room credit and points, but it is not clear whether or not any hotel charges are to be paid either at the Sheraton or Hilton by me.
Thanks for your help.
Due to overbooking I was walked to a Hilton about 10 days ago after trying to check in with about a dozen other people. It was especially annoying because it was 1:30 am and as usual the spg line was not open and half a dozen rooms were assigned to non-elites while I along with one other plat were left without a room.
Anyway my question is this: I have not been charged for the room at the Sheraton (It shows online as canceled) and they paid for my stay at the Hilton. Is this normal? According to a search of these forums I should also get room credit and points, but it is not clear whether or not any hotel charges are to be paid either at the Sheraton or Hilton by me.
Thanks for your help.
Jul 7, 2007, 11:55 am
#68
Join Date: Mar 2005
Location: Calgary
Programs: A Few
Posts: 2,339
You do not have to pay any hotel charges. Although getting walked is annoying when you arrive late at night...the compensation is the free room.
Jul 7, 2007, 12:00 pm
#69
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
Actually, the compensation is the free room, cab fare to get to the other hotel and points.
Jul 7, 2007, 12:28 pm
#70
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,020
Jul 7, 2007, 1:07 pm
#71
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
This has been a common occurence recently, it seems. In another thread, Starwood Lurker noted that:
I'll merge several of these threads together so that we have a definitive "What happens when a Platinum member gets walked?" thread.
Originally Posted by Starwood Lurker
The correct level of compensation for walked Gold and Platinum members is enough Starpoints to be able to stay at the offending property for one night. You can ask for something else, but that is all SPG is going to insist upon.
Jul 7, 2007, 3:51 pm
#72
Join Date: Apr 2006
Location: Las Vegas
Programs: Marriott Ambassador HHonors Diamond, Hertz 5*
Posts: 24
Walk letter
They just gave me a walk letter which was filled out by the manager asking the Hilton to give me a room and to directly bill it to the Sheraton Suites Market Center (in Dallas). I gave Hilton a credit card for incidentals but that was all.
Jul 7, 2007, 4:01 pm
#73
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
As a Category 3 hotel, they should post an additional 7,000 points to your account for the inconvenience (in addition to your Plat Welcome Amenity and credit for the stay). If that doesn't happen after a couple of weeks, I'd contact Starwood. It sounds like Starwood Lurker is also willing to help if you aren't able to get anywhere.
Jul 7, 2007, 4:06 pm
#74
Join Date: Apr 2006
Location: Las Vegas
Programs: Marriott Ambassador HHonors Diamond, Hertz 5*
Posts: 24
Thanks for all your help.
I really appreciate all your help and answers.
Jul 7, 2007, 7:03 pm
#75
Join Date: Feb 2007
Posts: 251
..I'll merge several of these threads together so that we have a definitive "What happens when a Platinum member gets walked?" thread.
Maybe this thread would make a good addition to the forum primary resource thread.
Cheers...