BlissWorld

You answered it too quickly, I was still editing my post . Yes, the hotel agent may have been correct by stating the conference rule, and I am not denying that. In fact, I thought the agent handled it very well. However, she did not say that they were hosting a large convention (in fact, I don't think they were). She simply pointed out the fact that they were 5 blocks away from the Moscone center therefore automatically making them a conference hotel (funny that W SF, and St Regis closer to Moscone don't seem to think the same)

However, it was extremely frustrating when both platinum concierge and westin corporate customer service told me that late check out was subject to availability at ALL hotels. They said that it was not guranteed even at nonresort/conference hotel (because I told them about resort and conference and told them to reread the terms and condition). I contacted them before the front desk agent called me to my room to inform me that they were a conference hotel. I was extremely frustrated because they insisted that the late check was always subject to availability, even at nonresort/conference locations.

Starwood Lurker

If the Platinum Concierge and the Hotel Customer Service associate both implied this is the case for all properties, then you need to send me their names so we can have a conversation about that.

Best regards,

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

[email protected]

fly co to see the yanks

that's william for ya. ^

Eastbay1K

I've never had any sort of issue at the W, the St. Francis, nor the Palace, all which regularly have conventioneers coming out of every orifice of the buildings.

fwfdan

Recently asked for a 4pm checkout and was told 1pm - then when I pressed was offered 2pm or 4pm with a half-day charge. The manager on duty eventually straightened it out but in the meantime I called SPG and was told that the room key folder that states gold benefits was wrong - it said 4pm with an asterisk that stated resort and conference centers when available. I understand the point that it is not feasible to give all golds and higher 4pm, but that is what the folder stated... am I missing something? (I maybe once a year ask for late checkout and always got it - did not think there was an availability issue (or charge - but as I said, the mgr took care of that and apologized for the staff member who did that...)

Starwood Lurker

Assuming that this was not a resort or a conference location, I'm glad this was able to be sorted out at the property. This is what it says in the Terms and Conditions of Membership in SPG:

c. Upon request, 4 p.m. late check-out worldwide, subject to availability at resorts and conference locations.

Anything less than this should be reported to Hotel Customer Service at 800-328-6242, as suggested in the sticky at the top of this forum.

Best regards,

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

[email protected]

jacksonSFO

OP - was it a resort or conference center?

soitgoes

But even if it were, wouldn't the fact that they were originally willing to give him late checkout for a fee indicate that there was availability?

fwfdan

was not a resort or conference center...

I plan to email both the GM and SPG Customer service just to let them know what happened (training at the hotel) and info to the SPG res (we all make mistakes - realized I may have called the wrong number).

Actually the email to the GM is overdue - and for the opposite reason. We stay at that hotel about once a month and it is always a great stay. A mistake sometimes make you realize that you should praise people too.


thanks for the answer.

camsean

Sounds like just an incompletely trained staff member to me. I have never been denied this perk at any Starwood hotel although once I was told it wasn't possible because I'd been upgraded. When I pushed I did get it though.

I like the point you make about writing to Starwood or the GM in regards to good service. I think too many of us neglect to do this, only taking the effort in response to a bad experience.

Downunder girl

I was told I had late check out at my last stay when I checked in. Around noon (even though I had do not disturb sign on my door) housekeeping knocked on door. So I called down to reception to see if there was an issue. I was told that I didnt have late check out and they needed the room . I said that I was given late check out - girl said "no its not listed here"! So after pushing my pt - but she didnt give in, I said ok I will get ready to leave and get down to reception before 2.30pm.

I was unable to get a 'preferred room' that evening as the hotel was oversold, so I was happy I had been given the late check out. I ended up with a pretty small room with a view of the car park (at least I could see my car in that overpriced car park) - so that was a bonus !

To then have late check out taken away, I was not thrilled . I completed the customer experience card and took it downstairs, advised lady at check in what had happened. She apologised. I was then waiting in reception and the assistant manager come over and apologised to me. She was lovely ^. As I had another stay already booked, she promised to look after me on my next stay .

Howard

Even though I'm SPG Gold, I was only given 1 PM late checkout recently at the Sheraton Chicago. I don't know if that hotel is considered a conference location, but I was surprised that 1 PM was all they would do.

VPescado

Keep in mind that any property is a "conference location" if they say that they are.

Really the late checkout benefit fine print should be simplified to "subject to availability". That said, I very seldom have a problem getting it honored.

mario33

With almost everyone being at least a Gold member these days I wont be surprised if more than half of all guests at some properties are either Gold or Platinum. Quite honestly I dont know how these properties are able to honour late checkouts in a sold-out situation.

May be a better idea to "guarantee" 2pm for Golds and 3pm for Platinums; and "subject to availability" 4pm for Golds and 5pm for Platinums.

LilZeppelin

Sheraton Anchorage front desk are adamant that it is. When "convention and resort" properties clause is pointed to them, they say " Yes and we are resort and conference center hotel". So my question is whether this benefit is just based on availability and therefore not guaranteed?