Compensation for Baltimore Westin Carbon Monoxide Leak?

Discussion in 'Starwood | Preferred Guest' started by jh2354, Feb 17, 2014.  |  Print Topic

  1. jh2354

    jh2354 New Member

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    "Dozens are evacuated from a hotel near BWI after elevated carbon monoxide levels are detected...they have not found the source of the leak and nine people are hospitalized...We have some counter readings as high as 700 to 800 parts per million. We would consider any reading above nine to be a potential hazard, firefighters said." - Link to CBS Local News Article

    I'd really appreciate if anyone could provide input regarding whether guests should be entitled any compensation for this incident. I've been a Starwood Preferred Gold member for 3+ years, and was staying at the hotel for multiple nights at a prepaid rate. We left the hotel about an hour before the firefighters were called in, and upon returning a few hours later, were instructed to pack up our luggage from our room and drive 8 miles to a nearby Element property. The Element room is quite a bit smaller, and some of individuals traveling with me have complained about the inconvenience and "downgrade" to the Element. Two others traveling with me complained about feeling lightheaded at the hotel, while I'm not certain how much of what I was feeling was actual versus a placebo effect.

    As such, I was wondering if anyone had opinions on whether it'd be reasonable to request any additional compensation for this incident?

    Thanks a lot in advance for your help!
     
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  2. traveltoomuch

    traveltoomuch Silver Member

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    Indeed, the Element is a downgrade. I'm surprised they'd send you as far as Arundel Mills when there's a Sheraton next door and so many other hotels in the BWI "hotel district". To their credit, it sounds like they handled this gracefully, and I'd be inclined to be patient with them.

    In any case, I would expect them to treat this as a "walk" - they pay for your first night at the new property and don't charge you themselves. Net result: one free night, to make up for the pain of moving.
     
  3. SPG Champion
    Original Member

    SPG Champion Official Representative

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    Providing a safe environment is the essence of our business and we are working with management to understand the cause of this unfortunate incident. We are very sorry for all those that have been impacted, especially those who were taken to local hospitals. Our main focus at this time is providing assistance to our guests and associates and taking the necessary steps with management to determine the cause and ensure this doesn’t happen again.

    Anyone who was a guest of the hotel's and is experiencing symptoms should consult a doctor.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
     
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  4. sea777guy

    sea777guy Silver Member

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    Providing a safe environment would be to have C02 detectors installed, which is MD law. I was booked at the Westin the night of the C02 leak. The hotel & SPG has been less then helpful with dealing with the situation. After being helped by a rude and curt agent, I was sent to the Hilton BWI were I was treated very well. They even honored a 4pm check out for me. Spoke with both the Hotel and SPG today and they at first told me I would not get any stay credit. Once I got a supervisor, stay credit was offered. No offer of any kind of goodwill gesture was offered either by the hotel or SPG and when I asked I was told no. Only got my stay of one night refunded. Very angry and frustrated with SPG right now. Hotel will not take any responsibly for what happened and was told to contact SPG consumer affairs. Apparently, they don't think that this is a very serious situation. I am sure many others and the lawyers in my office will disagree.
     
  5. SPG Champion
    Original Member

    SPG Champion Official Representative

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    I posted this at Flyertalk, as well. I am sorry if you missed it.

    We are sorry to hear that you were affected by what happened. The hotel’s main focus has been on providing assistance to guests and associates and taking the necessary steps to ensure their safety. We understand that the General Manager and his team are addressing the concerns of guests who were affected by the evacuation.

    If you would send us your contact details, we will be sure to have Consumer Affairs follow up with you.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
     
  6. jh2354

    jh2354 New Member

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    I really appreciate William's efforts to connect me with Consumer Affairs, and I look forward to speaking with them shortly.

    However, I must say that my experience was very similar to yours. I don't want to cause any unnecessary trouble, but I can attest to your statement regarding the rude staff and lack of assistance. My travel companions and I felt that hotel management was much more focused on absolving themselves of any sort of responsibility, rather than on helping us with the situation. I can certainly sympathize with the fact that they themselves were stressed, but I was nonetheless surprised and disappointed by some of the unhelpful comments that we received from management.

    I do want to note that although we had negative experiences with a few members of hotel management, there was one staff member who acted much more professionally than the others.

    Lastly, here's a link to an updated CBS article: Westin BWI Hotel Under Heavy Criticism After High Carbon Monoxide Levels
     
    Last edited: Feb 19, 2014

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