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
#1
Original Poster
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
FAQ: Getting walked: what should happen for a platinum or gold member
I have unsuccessfully searched for the SPG walk policy on Flyertalk. Will someone post a link to where William previously posted this information or even better, William will you post it again (please)?
#2
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
If it was a multiple night stay and the guest who was turned away decides not to return to the property for the rest of his/her stay, the property does not credit points on any of the nights the guest chooses not to stay when the property can accommodate the guest.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#3
Original Poster
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
Thanks for the quick response William.
I'm assuming that the normal turnaway procedures are accomodating the guest at another comparable hotel in the area and transporting the guest to the other hotel. Do I have anything wrong here or am I missing something?
I'm assuming that the normal turnaway procedures are accomodating the guest at another comparable hotel in the area and transporting the guest to the other hotel. Do I have anything wrong here or am I missing something?
#4
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#5
Original Poster
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
Makes sense. Thanks for the information.
Also search did finally start working for me today and the word "turnaway" helped.
Also search did finally start working for me today and the word "turnaway" helped.
#6
Join Date: Jun 2005
Location: MCO-The Mouse House
Programs: AA EXPlt, SPG Plt, Nat EE
Posts: 1,542
If it was a multiple night stay and the guest who was turned away decides not to return to the property for the rest of his/her stay, the property does not credit points on any of the nights the guest chooses not to stay when the property can accommodate the guest.
Secondly, I never understood the Plt room guarantee. If I book a room more than 72 hours in advance, how can I be walked? Don't the two policies conflict?
#7
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
If you can't be bothered to pack and make the trip, why should we give you credit for a nights you don't actually stay? As for the transportation costs, it would be up to the hotel to offer that, not up to SPG to enforce.
Secondly, I never understood the Plt room guarantee. If I book a room more than 72 hours in advance, how can I be walked? Don't the two policies conflict?
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
#8
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
I could see itvery late at night IE midnight or so. THe hotel would assume you missed a flight and will not make. Unless of course you call to confirm late in the day.
#9
Suspended
Join Date: Nov 1999
Posts: 24,153
Of cause the Plat gets the benefits if walked, and if there are savy will see if they were charged as a No-show if they never made it and have SPG see if their room was sold, if it was I believe they cant charge the No-show also.
As long as a Hotel will go ahead and charge me if Im a no-show then they better have that room for me waiting even if I didnt call in or tell them Ill be late.
#10
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
Working from memory, as an Elite, if walked at a Marriott, you are entitled to your room and transportation, PLUS 2 FREE nights, PLUS $200. Now, it should be noted that I had this happen to me only once in 15 years [I stayed with Marriott first, before Starwood]. But that is the point. They just about *never* walked a Platinum, because the penalty was too high. Which was great, in my opinion, since I had already spent the day traveling, and didn't need more surprises.
#11
Join Date: Sep 2005
Location: Cape Cod
Programs: AA EXP,HH Dia, Marriott Lifetime Titanium Elite,IC RA,Avis CHM
Posts: 110
If, for some reason, we are unable to honor your reservation, we will pay for your accommodations that night at a nearby hotel and send you a check to compensate you for the inconvenience. To be eligible, your Marriott Rewards membership number must be part of your reservation. Compensation may be up to $200 USD
#12
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
Actual Marriott T&C
I don't know where the prior poster got the information (it might even be that Marriott has a "marketing" description which doesn't match their actual T&C). However, for elite members (which is what I was referencing) at full-service properties (which is what I meant to be discussing) the actual Terms & Conditions are consistent with what I posted originally, as follows [I added the bold]:
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
#13
Join Date: Feb 2005
Programs: Marriott Lifetime Titanium (former PP), Hilton Silver, UA Silver, AS Member, Hertz 5*
Posts: 3,906
The two room certificates can be used at any Marriott property in the world (Ritz-Carlton excluded) as long as there is a room for sale. These certificates are extremely expensive for hotels to hand out, so they have a strong incentive not to bump elite members.
#14
Join Date: Oct 2006
Location: PHX
Programs: A few
Posts: 245
I don't know where the prior poster got the information (it might even be that Marriott has a "marketing" description which doesn't match their actual T&C). However, for elite members (which is what I was referencing) at full-service properties (which is what I meant to be discussing) the actual Terms & Conditions are consistent with what I posted originally, as follows [I added the bold]:
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
Cheers,
Adrian
#15
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Yep...as long as the problem occurs at a full-service Marriott. Our walk policy covers all SPG-participating properties.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]