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Sheraton Park Tower, London pre 2007 reports [Master Thread]

Sheraton Park Tower, London pre 2007 reports [Master Thread]

 
Old Sep 12, 01, 12:54 pm
  #31  
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No worries Mauld. I just found out two of my colleagues are stuck here in London so I'll have dinner mates.

I was upgraded to a suite at the Sheraton Belgravia which was kind of suprising since the hotel is totally full with lots of Americans who cannot go home. So by cancelling your room at the Park Tower, you've opened up a room for another stranded American.
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Old Sep 13, 01, 1:43 pm
  #32  
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I stayed at the Sheraton Park Tower in London in August. The view was pretty good for London! I think they treat upgrades on a "must request and keep asking" basis. I was put on the Executive Floor (8 and up) but it really was not very special (the minibar prices were special, however). I think the treatment was cold. I don't mind staying there for free but IMHO the prices are out of porportions.
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Old Sep 15, 01, 6:49 am
  #33  
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I just checked out of the Belgravia and the service was absolutely the best of any Sheraton stay I can recall. Perhaps it was due to the sensitivity of the tragedy, but I certainly had nothing to complain about. I asked to stay an extra day in my upgraded suite and they said no problem sir!

I tried the Mulberry restaurant for the first time and it was excellent as well.
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Old Oct 31, 01, 4:33 pm
  #34  
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The Park Tower Knightsbridge, A Luxury Collection Hotel

101 Knightsbridge London, GB SW1X 7RN

The Park Tower Knightsbridge, A Luxury Collection Hotel (0 Photo)

The Park Tower Knightsbridge, A Luxury Collection Hotel

OK, so the Grenadier is closed, what else am I going to do?

Arrived this evening around 6:30 p.m.

Check In

Greeted promptly at the cab by the doorman. He took my bags and handed me the slip.

I walk in ... the lobby is fairly dark, lots of wood. At the front desk I see that they have a giant desk pad identifying SPG benefits (voice in my head: "great, they'll get it right). Last year's cards were pictured, but oh well.

My agent is a trainee. She goes through the pile of pre-blocked rooms and is a bit flustered that I'm not in the stack. (I made the res earlier this morning.)

She proceeds to check me in. I ask if a suite is available. She doesn't know, but the agent next to her checks. Yes, it is. "That'll be 441 pounds, sir."

I explain platinum status. Sorry, we don't upgrade platinums to suites, just the next level room.

I ask for the front desk manager. A few minutes later, he shows. Just as soon as he arrives, he's paged for some emergency. "Please have a drink in the lobby on me, sir."

I order my drink. A few minutes later, he comes by.

(paraphrased)

ME: I just want to confirm the platinum upgrade policy.

HIM: Yes, the SPG terms are that guests are upgraded to best available room, including suites.

ME: The front desk agent says "no suite upgrades". Thanks for confirming the correct policy.

HIM: That is the SPG policy, but let me explain our hotel. [Proceeds to describe room types. ... classic, executive, butler and suites] We define executive rooms as specialty rooms.

ME: But you just said suites were included in the policy.

HIM: We think that what we offered you is within Starwood's general guidelines and recognizes your Platinum status.

ME: [Flashback to Office Space where the manager of Flinger's is explaining to Jennifer Aniston about flair, "If doing the minimum reflects your personality..."]

HIM: Please check out your room. If you're not pleased once you see it, please let me know.

Oh well, at least I got a free drink.

As I'm finishing my drink, the front desk clerk comes in and gives me the key for my executive room.

Room

I get up to my room. Fairly nice, though small. (4 out of 5 stars on my scale.) It is one of the newly renovated rooms. Hardwood floors, nice couch built in to window area. Can see the park out of the window.

The bathroom is mostly marble -- floors, walls, etc. Separate glass shower. It's a bit of a wedge shape owing to the circular structure of the building.

Gorgeous hangers in the closet. (Never thought I'd notice that!) Instead of the usual cheap plastic bag for laundry and dry cleaning, they have two separate cloth bags.

The workspace is very thoughtfully designed with a nice lamp as well as UK, continental and US style outlets.

Bags come up within 2-4 minutes of my arrival in the room.

Amenity is a tasty box of chocolates.

If I weren't seriously annoyed at being asked to pay an extra 237 pounds for what I should be getting for being plat, I'd be very pleased with the hotel.

I had planned on extending my stay through Sunday, but I'll have to think twice.

As noted above, the room was elegantly appointed. Nice wood furniture throughout. There was actually a desk behind the main work area ... when I looked inside, I was surprised to find a full OfficeJet, safe, etc. You could still smell the freshness of the wood.

Minibar was hugely expensive. (And seemed to be missing a leg ... shook when I opened the door.)

Unfortunately, even in the newly renovated rooms, they still believe that two twins = king. Other than that, the bed was very comfortable with excellent linens.

Bathroom had thick, plush towels. Amenities were Luxury Collection. Shower pressure relatively weak. Toilet took a few presses to flush.

Housekeeping was a bit of a pest. Beginning at 10:30, they knocked no less than three separate times. Around 11, reception called to ask when I'd be checking out. (4 p.m. of course!)

Location

Forgot a few intro details about the hotel:

It's a 17-story building near the Knightsbridge Tube (about two-three blocks). It's a modern looking building, kind of ugly for my taste.

And now for the wrap up:

Service

After lunch, I decided to give the hotel a chance to make things right. I asked to speak to the manager one more time. The agent -- same one who offered to sell me a suite -- went in back and came out a minute later to say the manager was in a meeting.

I went up to my room and booked the Trafalgar, Hilton's new property. (With my comp HHonors Gold.)

As I was packing my stuff, housekeeping barged into the room right after a quick knock.

When I checked out, the agent asked if I wanted him to check on the manager. Came back a minute later saying the manager was still unavailable.

I gave him my business card and said "Please tell the manager that I really like your hotel. If you should revisit your upgrade policy, please have him email me and I will stay here I every time I visit London."

I then asked for the general manager's business card so I can follow up directly. He goes back into the little room. Viola! Front office manager comes out. There must have been another door into that little room.

She knew what I wanted to talk about and started right in.

(paraphrase)

HER: I want to apologize for the misunderstanding.

ME: What misunderstanding? Your night manager made your policy clear.

HER: You contacted Starwood about this --

ME: No.

HER: Something about a forum...

She proceeded to explain that they are in full compliance with Starwood's policies and that they do upgrade to suites but haven't had a suite to upgrade to in six weeks because of a party. When I asked about the suite that was offered for sale, she said she'd check with the night manager.

I then cabbed it over to the Trafalgar, which is supposed to be a W-esque hotel.

I'll do a report on that in the Hilton section. Short version is that W has nothing to worry about ... this is a miss, and below the quality level of the ho-hum W Atlanta ... not even in the same league as W SF or W NY Union Sq.

Good thing from this experience:
Starwood corporate, as usual, shined. Within the time I posted on FT, 9:30 pm London and checkout at 2 pm London, someone from corporate had contacted the hotel. (Thanks Lurker!)

Negative:
Manager seemed more irked that corporate contacted her than apologetic about what happened. If the hotel had proactively contacted me after hearing from corporate (instead of waiting for me to repeatedly ask), they would have gotten three more nights during this stay.

Overall

SUMMARY: Despite the problems, this is still a 4 out of 5* in my book. I will take them at their word about the upgrades and will give them another shot on my next visit.

*5 = St. Regis NYC. 4.5=Phoenician, Venetian, W Union Sq, SRC Essex House, W SF

The Park Tower Knightsbridge, A Luxury Collection Hotel

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Last edited by IBtyen; Nov 3, 15 at 1:09 pm
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Old Oct 31, 01, 8:28 pm
  #35  
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That's too bad about the Grenadier. But a better choice is the Nag's Head on Kitterton St.
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Old Oct 31, 01, 10:03 pm
  #36  
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by rocky:


ME: I just want to confirm the platinum upgrade policy.

HIM: Yes, the SPG terms are that guests are upgraded to best available room, including suites.

ME: The front desk agent says "no suite upgrades". Thanks for confirming the correct policy.

HIM: That is the SPG policy, but let me explain our hotel. [Proceeds to describe room types. ... classic, executive, butler and suites] We define executive rooms as specialty rooms.

ME: But you just said suites were included in the policy.

HIM: We think that what we offered you is within Starwood's general guidelines and recognizes your Platinum status.

ME: [Flashback to Office Space where the manager of Flinger's is explaining to Jennifer Aniston about flair, "If doing the minimum reflects your personality..."]

HIM: Please check out your room. If you're not pleased once you see it, please let me know.

</font>
Rocky,

Thanks for your report, and for the warning. Do me and everyone else here a favor and check out at your earliest convenience, and explain that you would have stayed longer, but that the hotel's mimimization (however polite it may have been) of your SPG status is the reason you are not staying longer.

If enough people do this at enough of the hotels that mimimize platinum upgrades to the bare minimum of the loose Terms (and we know which ones they are), perhaps some of them will realize that they are losing our business, and will perhaps become more generous.

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Old Nov 1, 01, 4:42 am
  #37  
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Stimpy-

The Grenadier isn't closed, closed -- I just hit last call and had to go call it a night.

I was at the Nag's Head on my last trip. Will go again this time. As I recall, I liked that one better as well.

Rocky
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Old Nov 1, 01, 4:38 pm
  #38  
 
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Rocky, your conversation sounds almost identical to one I had in Aspen at the St. Regis earlier in May. I went around and around and was finally told that yes they were wrong by Starwood. For some reason I never did receive an apology, free drink, or now that you mention it- free anything. When will Starwood ensure that we get upgraded just like the airlines do with first class. I'm sick of asking for what should be a provided benefit per the program rules. It's like pulling teeth and it frustrates me, plus I only ask when I'm traveling with my family. William, what do you make of Rockys experience? He should get an apology directly from the hotel manager in my opinion.
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Old Nov 1, 01, 4:45 pm
  #39  
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I have been in contact with our European Starwood Preferred Guest hotel coordinators and I can assure you that they understand our position.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Nov 1, 01, 5:00 pm
  #40  
 
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I stayed first at this Hotel a couple of
years ago as a special trip to London. I
in advance was paying some serious money per
night. I was very disappointed and
especially taken aback by the attitude which
I see still exists. The ONLY way to get some
respect from this Hotel is with the buck/
pound. After some serious correspondence I
returned and received exceptional courteous
service. Also a upgrade to a suite on the
top floor with a wonderful view of Hyde Park.
This is the classic "work it" Hotel if you
want anything. That said I know what I am
getting and would return without doubt
because of its' fine location, shopping
nearby, now courteous service and recent
refurbishment. It is now one of my favorites
in London. Just my opinion.
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Old Nov 2, 01, 3:36 am
  #41  
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mtacchi - re: Trafalgar

wouldn't recommend it.
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Old Nov 2, 01, 11:09 am
  #42  
 
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Mtacchi, the Dorchester is great...although their rates are probably high above the Hilton Trafalgar. IMHO, the best hotel (aside from the Sheraton Belgravia) in the area (and normally on par rate-wise with the Dorchester) is the Lanesborough.
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Old Nov 5, 01, 7:27 am
  #43  
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mtacchi - The rate I had at the Trafalgar was F126. (sorry, can't figure out how to make the pound symbol)

Last word on the Park Tower: to add insult to insult, they seem to have awarded points at an exchange rate of 1:1. Too bad my Starwood AMEX didn't do the same thing on the charge!

Don't know if it's Starwood or the hotel that does the forex conversion. If it's Starwood, I should be a Starpoint millionaire with my upcoming trip to Rome.
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Old Aug 19, 02, 4:13 pm
  #44  
 
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Sheraton Park Tower, London (brief report...)

First of all, a big thanks to everyone who posted info some weeks back about two properties in London: the Park Tower and the Sheraton Belgravia. I stayed at the Park Tower last week, and it was wonderful (though the other property sounds swell, too.) Everyone's advice was spot-on. THIS is why I come to this board.

I simply can't say enough good things about the Sheraton Park Tower. It's wonderful. We stayed one night using points, and paid for the other night. I'm a gold, and the treatment was golden. We checked in early (9am) after dragging ourselves off a red-eye flight. And...our room was ready. Upgrade of a sort --highest floor of regular rooms (on the 8th floor, with rooms that are equiped better for biz, I guess). Anyway, great view, and low noise.

The hotel is spotless. Rooms are roomy: not huge but certainly nice. Wonderful bed. Very nice little touches. Great marble baths with walk-in shower. Staff was great. Location is excellent.

One more thing (attention William...): I love the Starwood award booking system. Love it. I am a dedicated Marriott guy, who stays fairly often at Starwood. No more. New resolution: More Starwood, less Marriott.

Best Regards,

M. Leo
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Old Aug 20, 02, 8:25 am
  #45  
 
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Recently stayed at this Hotel again using
free Friday / Saturday. Everything was
fine. The arrogant attitude of the front
desk staff is still in place even after the
renovation. Since our stay was free I had
no expectations. They did nothing to change
this. Concierge staff excellent. Business
center closed on weekends. FYI
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