Sep 5, 2013, 12:24 am
Last edit by: beltway
What are the published terms of the late check-out benefit?
Per Starwood Lurker, the relevant discussion in the 2015 SPG Program Guide is on page 12. May a resort/conference property offer late checkout for a price?
The exact language on the SPG website is
Where can I find these terms stated on the SPG website?
4 p.m. late checkout, where available. [Footnote: Subject to availability at resort and conference center hotels.]
Log into your SPG account and click on My Benefits (or go to https://www.starwoodhotels.com/prefe...ybenefits.html).
Where can I find a list of "resort and conference center hotels" on the SPG website?You can't; it isn't there. However, one of the Starwood social-media representatives has posted (and regularly updates) a list at http://www.flyertalk.com/forum/18920557-post809.html.
Do front-desk clerks at Starwood properties have a program guide that contains information on this benefit?Whether they choose to print a hard copy for easy reference or not, the current (2014) SPG Program Guide is available through the company intranet site although the information cited now resides on Page 13, where it still says, "Guaranteed 4 pm late check-out (only at Resorts and Conference Centers is it subject to availability)"
Not to anyone entitled to late checkout elsewhere. According to Starwood Lurker, if late checkout is available for a price at resort/conference hotels, then it must be made available at no cost to SPG elites.
FAQ: 4 PM Late Check-Out: A benefit for Platinum, Gold & Preferred Plus
Jul 13, 2012, 8:30 am
#811
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Unfortunately we know that would never happen. And besides, this is FT, we'd find something to keep all the Lurkers busy!
Jul 13, 2012, 9:55 am
#812
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Thank you, Lurker.
Folks, no need to bookmark William's latest post. Our mods are On It & have updated post #1 with a handy link for easy reference. (Thanks, AZTtW!)
Folks, no need to bookmark William's latest post. Our mods are On It & have updated post #1 with a handy link for easy reference. (Thanks, AZTtW!)
Jul 22, 2012, 1:26 am
#813
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As Platinum, I was denied *any* late check-out this at Sheraton Suites San Diego for Sunday, July 22. I'll reach out to lurkers with details, but the front desk agent was quite rude about this denial. I did not push "the book" on them yet.
Jul 22, 2012, 12:40 pm
#814
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Since this is today, you should call the Plat Concierge. Sometimes they call the hotel and inform the property of its obligations to Plats and this can be very effective.
Jul 22, 2012, 2:40 pm
#815
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I haven't had an outright refusal for late checkout at a Starwood-managed hotel for many years, and it's usually offered to me proactively by the FD agent upon check-in.
Jul 22, 2012, 2:45 pm
#816
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If you just stay in the room you will probably be OK except for housekeeping wanting to clean the room. Just tell them you will not checkout until later and they should not bother you any more. You might get a phone call asking you to leave. Ignore them. If you leave the room you might not be able to get back in as the key is probably coded for noon (or whatever) checkout time. Been there, done that. No repercussions.
Jul 22, 2012, 2:45 pm
#817
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I've had hotels try to deny the late check out, but usually they back down without an apology when it becomes clear that I know the rules and intend to escalate to SPG as necessary.
Jul 22, 2012, 3:02 pm
#818
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Jul 22, 2012, 3:30 pm
#819
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Jul 22, 2012, 8:52 pm
#820
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....and I will tell them that it's required and not a favor.
Jul 22, 2012, 8:53 pm
#821
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Funny...I've had these "one time courtesies" a number of times at the same hotel, just after they try to tell them that the late checkout is "subject to availability" and I tell them that they're not a resort or convention hotel.
Jul 23, 2012, 4:29 am
#822
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Thanks for all the responses! I'm following up on my own post from yesterday.
I called platinum concierge but may have been directed to offshore or non-platinum agent, as he categorically denied that late checkout is ever guaranteed at any property. I did hear back from a lurker, I did not pursue this in time to matter.
Eventually after breakfast (which is great at this property, btw), I decided not to pursue a fight and just check out. I commented during check out that I was disappointed in being denied late checkout multiple times and that I intended to follow up with SPG; a manager overheard and apologized profusely - not sure if he was genuinely surprised that some staff were not aware of policy or if he just wanted me to feel better.
Anyway, funny thing is that considering I had checked in after midnight, I could have avoided this whole thing with Your24!
I called platinum concierge but may have been directed to offshore or non-platinum agent, as he categorically denied that late checkout is ever guaranteed at any property. I did hear back from a lurker, I did not pursue this in time to matter.
Eventually after breakfast (which is great at this property, btw), I decided not to pursue a fight and just check out. I commented during check out that I was disappointed in being denied late checkout multiple times and that I intended to follow up with SPG; a manager overheard and apologized profusely - not sure if he was genuinely surprised that some staff were not aware of policy or if he just wanted me to feel better.
Anyway, funny thing is that considering I had checked in after midnight, I could have avoided this whole thing with Your24!
Jul 23, 2012, 8:50 am
#823
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Sounds like you reached a Plat Concierge in serious need of retraining. I hope you noted the person's name and location.
Jul 23, 2012, 10:53 am
#824
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Yes, I am sure William would want to know this to make sure that person is properly re-educated. And hopefully one of the Lurkers has reported the pathetic lack of training at the Sheraton Suites San Diego. I will be sure to avoid that property.
Jul 23, 2012, 11:14 am
#825
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Please make sure you call Corporate Customer Service and report this : 800-328-6242