Different 'SPG Free Nights' rate given on phone vs website

Discussion in 'Starwood | Preferred Guest' started by dmel, Feb 6, 2013.  |  Print Topic

  1. dmel

    dmel Gold Member

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    I'm looking to book a stay in Boston in a few months, and was filling out a matrix of different rates (including starpoints) at a bunch of different Starwood properties. I didn't remember by corporate SET code so I called reservations to ask what my corporate rate would be at the W. While I had the agent on the phone, I mentioned an award stay and she said it would be 24,000 for a 2-night stay. I was surprised since I had already entered 32,000 on my spreadsheet, but assumed I entered it incorrectly.

    After I hung up, I checked again and the website again quoted me 16,000 starpoints per night. At this point, I assumed that the agent was incorrect. So I called again and spoke to a different agent who also told me 12,000 starpoints per night. She couldn't explain why the web was saying otherwise, but suggested I call back to book instead of booking online :).

    Is this a known issue -- that the starpoints "rate" shown online may differ from that given by a reservationist?

    And for those wondering why I didn't book it on the phone to lock in the 12k rate in case the call center is "fixed" and it jumps to 16k: I already have an award stay booked at the Liberty Hotel, and would prefer to stay there... now it's up to the family we're traveling with... to see if they want to pony up the cash that Liberty is asking.
     
  2. Pa Kettle
    Original Member

    Pa Kettle Gold Member

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    Could be the difference between high and low seasons, I'm guessing. Did you have them check availability for a given set of dates or just ask how many Starpoints for two nights of their choosing?
     
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  3. dmel

    dmel Gold Member

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    Sorry, I should have mentioned this above: exact same room type, exact same check-in and check-out dates.
     
  4. SPG Champion
    Original Member

    SPG Champion Official Representative

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    My apologies if you were misinformed by customer service representatives, but the difference would be between high and low season awards.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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