Ask the Front Office Manager
#17
Join Date: Sep 2005
Location: Lafayette, CO, USA
Programs: SPG Lifetime Plat, AA Gold, UA Gold, DL Silver, HH Gold, Vail Epic
Posts: 9,096
When do you first read the Special Requests section of upcoming reservations? Do you do much with these comments? Are there specific comments or requests that you think guests should (or should not) put in here?
If I absolutely need two beds, I'll say so in this field if that is more important than an upgrade to a better room with just one bed. If I prefer a particular type of upgrade, I'll usually enter that here. For example, "Pls upgrade to Westin Workout room, if avail."
How do you use the Arrival Time info on reservations? Is this helpful for planning for early or late arrivals?
If I absolutely need two beds, I'll say so in this field if that is more important than an upgrade to a better room with just one bed. If I prefer a particular type of upgrade, I'll usually enter that here. For example, "Pls upgrade to Westin Workout room, if avail."
How do you use the Arrival Time info on reservations? Is this helpful for planning for early or late arrivals?
#18
Original Poster
Join Date: Feb 2008
Programs: SPG
Posts: 103
Are there specific comments or requests that you think guests should (or should not) put in here?
If I absolutely need two beds, I'll say so in this field if that is more important than an upgrade to a better room with just one bed.
If I prefer a particular type of upgrade, I'll usually enter that here. For example, "Pls upgrade to Westin Workout room, if avail."
How do you use the Arrival Time info on reservations? Is this helpful for planning for early or late arrivals?
#19
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,412
FPHotelGuy: glad you just listed some things in your response to sc flier that we can do to help you! I too am wary of putting things in the special requests field or listing arrival times because we're not sure how properties use that info (and don't always trust spg.com). Per your suggestions, I will use those fields more often.
#20
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,412
FPHotelGuy: I know you said you were not as versed with Westin, but I want to ask why sometimes there is mouthwash in the room and sometimes not. Same with bottles of water. This varies not just from property to property, but room to room. Are there no standards across the brand for these amenities?
#21
Original Poster
Join Date: Feb 2008
Programs: SPG
Posts: 103
FPHotelGuy: I know you said you were not as versed with Westin, but I want to ask why sometimes there is mouthwash in the room and sometimes not. Same with bottles of water. This varies not just from property to property, but room to room. Are there no standards across the brand for these amenities?
The bottle of water is also complimentary in SPG Preferred rooms/Westin Executive club.
FPHG
Last edited by FPHotelGuy; Feb 14, 2008 at 1:10 am
#22
FlyerTalk Evangelist
Join Date: May 2003
Location: AA Plat / UA NOTHING / Alaska 75K / Hyatt Diamond / SPG LT Plat / Marriott Gold / Priority Club Plat / Hertz Pres
Posts: 24,818
2) I'm going to give you the answer you all probably expected. If you stay with me every week, you're more than likely going to receive a suite. We (as you all know) treat loyal platinum guests very well at our properties and that is reflected with upgrades. Most of you stay at the same property week after week and we try our best to bring you back. Loyalty is our friend.
As far as I know, and I am probably wrong, there is no clear SOP for upgrading Platinum guests at a Starwood level. From what I can tell you it is property dependant.
Edited to say: I've seen upgrades done by rate, by point balance (which, to me never made any sense as it's not indicative of anything), by number of stays per year, and just randomly. It really does vary.
As far as I know, and I am probably wrong, there is no clear SOP for upgrading Platinum guests at a Starwood level. From what I can tell you it is property dependant.
Edited to say: I've seen upgrades done by rate, by point balance (which, to me never made any sense as it's not indicative of anything), by number of stays per year, and just randomly. It really does vary.
FPHotelGuy, no offense intended and I appreciate your solicitation/distribution of info here.
#23
Join Date: Sep 2005
Location: Lafayette, CO, USA
Programs: SPG Lifetime Plat, AA Gold, UA Gold, DL Silver, HH Gold, Vail Epic
Posts: 9,096
Profile Stay Preferences
Is it obvious to you when an upcoming guest has back-to-back reservations such as one night on a paid stay followed by one night on an award? In terms of placement on the SPG Upgrade report, is it better to have the first night paid? Or does it matter?
I think keeping the profile up to date is the big thing. Make sure it reflects your current needs.
...
We also get folks who will book themselves into a room with two beds and are upset when they don't get a king. "DO YOU EVEN LOOK AT MY PROFILE??". That comment field is EXTREMELY helpful....
...
We also get folks who will book themselves into a room with two beds and are upset when they don't get a king. "DO YOU EVEN LOOK AT MY PROFILE??". That comment field is EXTREMELY helpful....
I find the profile fields to be somewhat impractical because my preferences are not the same for every stay. Are my "current" preferences attached to the reservation at time of booking? Or are they pulled from my profile at the time of running the SPG Upgrade report or at the time of check-in? IOW, if I change my preferences after booking, will you use these new preferences or the preferences that were in place when I made the reservation?
I just revisited my own Stay Preferences in my profile. I was surprised at the variety of Bed Types. (1D 1K 1Q 1S 2D 2S) Who actually puts in a preference for 1 Single bed? How many hotels even offer this? (rhetorical questions) Why is 2 Queens not an option?
If a guest books an "Accessible Room," do you assume that they actually would prefer an upgrade unless they add a Special Request comment or check the "Wheelchair Access Required" box in their profile?
I feel sorry for travelling couples who do not agree on their pillow preference. There's no good option for them unless it goes into the Special Requests field for each reservation: "Foam AND Feather pillows."
#24
Original Poster
Join Date: Feb 2008
Programs: SPG
Posts: 103
Is it obvious to you when an upcoming guest has back-to-back reservations such as one night on a paid stay followed by one night on an award? In terms of placement on the SPG Upgrade report, is it better to have the first night paid? Or does it matter?
In either case, they really should use the Special Requests field.
I find the profile fields to be somewhat impractical because my preferences are not the same for every stay. Are my "current" preferences attached to the reservation at time of booking? Or are they pulled from my profile at the time of running the SPG Upgrade report or at the time of check-in? IOW, if I change my preferences after booking, will you use these new preferences or the preferences that were in place when I made the reservation?
If your preferences change frequently (if you are traveling with a partner, for example) I recommend using the comments field when booking.
If a guest books an "Accessible Room," do you assume that they actually would prefer an upgrade unless they add a Special Request comment or check the "Wheelchair Access Required" box in their profile?
Let me know if that needs clarification.
I feel sorry for travelling couples who do not agree on their pillow preference. There's no good option for them unless it goes into the Special Requests field for each reservation: "Foam AND Feather pillows."
#25
Join Date: Oct 2006
Location: Taipei, Taiwan
Programs: UA 1MM, SPG Gold, EVA Diamond
Posts: 1,072
Thanks a lot for answering our questions!
A lot of people have suggested "contacting the manager" for special occasions/requests. What I mean is if you are staying at a particular hotel for a honeymoon and have a suite upgrade or are a plat, kindly hinting you would appreciate a nicer room/amenities/bigger upgrade(junior suite to presidential or something). Does this really work? Although generally I think people imply the general manager, I just thought I would get your 5 cents
A lot of people have suggested "contacting the manager" for special occasions/requests. What I mean is if you are staying at a particular hotel for a honeymoon and have a suite upgrade or are a plat, kindly hinting you would appreciate a nicer room/amenities/bigger upgrade(junior suite to presidential or something). Does this really work? Although generally I think people imply the general manager, I just thought I would get your 5 cents
#26
Original Poster
Join Date: Feb 2008
Programs: SPG
Posts: 103
Thanks a lot for answering our questions!
A lot of people have suggested "contacting the manager" for special occasions/requests. What I mean is if you are staying at a particular hotel for a honeymoon and have a suite upgrade or are a plat, kindly hinting you would appreciate a nicer room/amenities/bigger upgrade(junior suite to presidential or something). Does this really work? Although generally I think people imply the general manager, I just thought I would get your 5 cents
A lot of people have suggested "contacting the manager" for special occasions/requests. What I mean is if you are staying at a particular hotel for a honeymoon and have a suite upgrade or are a plat, kindly hinting you would appreciate a nicer room/amenities/bigger upgrade(junior suite to presidential or something). Does this really work? Although generally I think people imply the general manager, I just thought I would get your 5 cents
We are building our culture around little surprises for our guests like this. All I can suggest is to ask.
#27
FlyerTalk Evangelist
Join Date: Dec 2004
Location: Sacramento
Programs: UA 2MM/GS; SPG Lifetime Plat; MHC Lifetime; Tar Heel forever; and I "Dig the Pig" at Piggly Wiggly
Posts: 12,152
What a valuable resource you are, FP! Thanks for joining us. With you and William, those of us in this forum are lucky for your input.
But also remember......the upgraded room has to be available for the entire stay. I would think that it is more difficult to find a standard suite which is not booked for 7 days, as opposed to having an upgrade room for just one night.
Maybe some of the older hotels in Europe? And if you book into a standard single room (cheapest rate) in the historical section of the Westin St Francis, you will only be offered a standard bed. The upgrade from that room is to a Queen bed!
Maybe some of the older hotels in Europe? And if you book into a standard single room (cheapest rate) in the historical section of the Westin St Francis, you will only be offered a standard bed. The upgrade from that room is to a Queen bed!
#28
Join Date: Nov 2006
Location: Lost in Space
Programs: MR Plat, AA EXP, Hertz Presidents Club, SPG Plat
Posts: 170
It am surpise and happy to hear you do this for your regulars. I am a Plat. stayed 175 nights at the 4pt in Emeryville, CA and I never get upgraded to a suite. If I want one, I need to pay extra for it.
#29
Original Poster
Join Date: Feb 2008
Programs: SPG
Posts: 103
Have you talked to the GM?
#30
Join Date: Apr 2007
Location: STL
Programs: Skymiles Gold Medallion, AAdvantage, Starwood Platinum, Hyatt Platinum, Priority Club, Hhonors
Posts: 218
Here's a question:
Of your guests, what is the average percentage of 1) Platinum SPG, 2) Gold SPG, 3) "plain" SPG, 4) Non-SPG.
I realizes this varies over time, but perhaps you could give us some ideas of what to expect under different circumstances. I thought when I became Platinum that the hotels would be impressed with this status. Then I stayed at a Sheraton in ATL and they told me 50% of their business was platinum guests. I quickly figured out that Platinum status isn't as select as I once thought.
Curious as to what your experience is. Thanks.
Of your guests, what is the average percentage of 1) Platinum SPG, 2) Gold SPG, 3) "plain" SPG, 4) Non-SPG.
I realizes this varies over time, but perhaps you could give us some ideas of what to expect under different circumstances. I thought when I became Platinum that the hotels would be impressed with this status. Then I stayed at a Sheraton in ATL and they told me 50% of their business was platinum guests. I quickly figured out that Platinum status isn't as select as I once thought.
Curious as to what your experience is. Thanks.