savedsol

Talked to SPG last night. I was on hold for a loooong time while she and her supervisor checked the rule book since neither were sure. According to the rep the way it should play:
-Golds and Plats are the last to get walked
-No stay credit
-Get comped the value of the hotel in points
-Hotel gives you "bonus" points

I find it totally ridiculous you don't get stay credit. I booked the Sheraton and was asked to go to the Renaissance. Now I don't get 1/2 the free weekend stay for the Q2 promo. That's bogus. The Cat 3 hotel only gave me 5000 points so she was going to call them immediately to add 7000 more. Now I have to use points for a stay this weekend instead of getting a free night. Needless to say I'm unhappy.

aussiechris

Hello..but you didnt stay at a Starwood Hotel

gabo02

u might want to check it out. unless rules have changed you do get a stay credit. it was posted once by the Lurker on post #27

bigguyinpasadena

the choice of staying in a *wood hotel was taken away from him by the hotel that walked him-not by the customer.
He should(and probably will)get the nights credit.

belynch

Let me throw my hat into this with a slightly different scenario (I searched, read a bunch, couldn't find anything related).

I was walked from the Westin Ft. Lauderdale (Cypress) to the Westin FLL Beach Resort (nice property ^) at the beginning of June when the Westin Cypress didn't have water and the keycards weren't working (so you had to be escorted to your room by a staff member with a master key) .

I received a stay credit and points for my original reservation at the Westin Ft. Lauderdale, but not for the FLL Beach Resort. I stayed there, shouldn't I get credit?

I wrote to SPG requesting the missing stay and they wrote back and said "you had no charges, you get no points." Given the current stay 2 get 1 promo, I'm more interested in the stays.

Low and behold, I read this thread and it appears I'm due 10,000 points as well. How do I go about getting those?

And am I wrong for thinking I should get a stay credit for the beach resort?

Thanks oh wise ones of the SPG forum.

CIT85

Was this a 1 night stay, and was the stay comped at Westin FLL Beach Resort? If yes, then you got what you're entitled to. The 10,000 points is if this is considered a walk.

This actually sounds different than a real walk. This relocation ws due to hotel physical problems (and not oversold) and they found alternate comparable accommodations at no additional cost.

You received stay credit for the Westin FLL Cypress per original reservation. You do not receive credit for Westin FLL Beach Resort because it was not a revenue stay (the stay was paid for by Westin FLL Cypress) if this was a real walk.

So, you got 1 stay credit, you are not entitled to credit for 2 stays.

belynch

I was afraid of that, but fair enough. Can't a guy for asking.

Yes, it was a 1 night stay and the night at Beach was covered by Cypress. What's the difference between a walk and a walk though? I still got walked because the hotel I reserved couldn't accommodate me (besides trying to convince me otherwise) and it did create a 4 hour inconvenience.

Starwood Lurker II

Hi savedsol,

This is the information I have received regarding walk aways.

• Member will receive Starpoints for the portion of their stay that they were turned away for
• Member will receive bonus Starpoints equivalent to the cost of a Free Night Award at the hotel that turned the guest away.

The applies even if the member is relocated to another Starwood hotel, including hotels that share a complex but have separate property numbers.

However.... only applicable to Gold, Platinum and VIP members.

[email protected]

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

belynch

Can you (or someone) please define walk aways as it relates to compensation. Is this only done when the hotel is "oversold" or when they simply can't accommodate the guest's reservation due to non Force Majeure reasons?

Thanks.

Starwood Lurker

It applies in the case of a hotel being oversold and an elite member being walked to another property. It would not apply for reasons related to Force Majeure; however, I have heard of some properties who did so anyway as a gesture of goodwill.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]

grlittle

My latest experience being walked, I am PLT

Westin DFW, late flight arrived at hotel approximately 2AM
Told sorry no available rooms, offered a meeting room with a roll away bed, told them no thank you and could I be walked to the Sheraton across the highway, so very close (and yes I tried to be as polite as possible to not upset them or me)
Desk Agent said no problem and Westin would pick up tab, no manager around to talk other compensation.
Next day showed back at Westin and talked to the manager who was waiting for me to come back.
Westin picked up tab for Sheraton, (and also got points, stay credit and Night after night bonuses for Sheraton, so don't pass it on)
Gave me stay credit and points for the night in question and PLT Welcome of 500 pts for both (attempts at) check in
Offered $40 credit in the restaurant or 7,000 points, took the points
Upgraded to “Presidential Suite” for rest of the stay, although I have been upgraded to other suites almost every other time I stayed this year, just a different one.

On another side note, my Amex also got charged for the first night, turns out for some reason they had me as a no show on the first night, called the Westin and they immediately credited the no-show.

Annandaler

Many years ago, in most states, the guest had "squatters rights" in a hotel room and could not be ejected so long as the room was being paid for.

But every hotel I've checked into for years now makes you sign a form acknowledging the mutually agreed departure date. Legally, that gives the hotel the right to empty the room, with or without your cooperation, on the departure date - i.e. no more "squatters rights".

Starwood Lurker

Not really. They still exist, but it is dependent upon the jurisdiction because these are covered in local innskeeper laws that vary from location to location. New York City, for example. You cannot force anyone out of their room there, but there is also no limit to what a hotel can charge a guest if they extend their stay in such a fashion. So, what comes around, goes around.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]

TrojanHorse

So the limits on the back of the door don't apply in those instances?

Starwood Lurker

Not by my understanding, but that may also be governed by local innskeeper laws, so kind of hard to say from one location to another.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]