Do you think the W South Beach is being a bit of a snob?

Discussion in 'Starwood | Preferred Guest' started by 7Continents, May 17, 2011.  |  Print Topic

  1. 7Continents
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    7Continents Silver Member

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    I have stayed here before and enjoyed it, and just booked what I think is a great rate for my travel requirements for Labor Day Weekend. But, on my confirmation this is what is very visible:
    Please note: due to the high demand for rooms, we are currently unable to offer room upgrades upon check-in.
    The W South Beach is unable to offer early check-ins or late check-outs. As we are classified as a resort, we are unable to extend the SPG Platinum benefit of a 4:00 PM Late Check Out.
    Do any of you think this is a message generated automatically by the holiday weekend dates? (Not me)
    Are any of you put off by this type of "Forget it" attitude before you even arrive? Or, do you prefer they just get it out in the open that whatever benefits we might get on other trips, it's just not gonna happen this time? I really like the Fl W's having stayed at both FLL and MIA, but the last time I was in MIA I got upgraded to a higher floor, and at FLL got a choice of a higher floor same room type or lower floor much better layout and space.
    Is this the right way for them to get the message out?
     
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  2. SC Flier
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    SC Flier Gold Member

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    The first point doesn't seem to satisfy the SPG T&Cs. That part's a turn-off, for sure. Surely, it would be more accurate to indicate that upgrades are extremely limited due to high demand. But doesn't this property have a good number and variety of possible upgrades?

    The second part about early check-ins and late check-outs is fine and is also mentioned on their Announcements page. Better to set expectations up front, IMO.

    Also on the Announcements page: No Starpoints for F&B spending at Mr Chow or Wall (lounge/nightclub).
     
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  3. viguera
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    viguera Gold Member

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    Well they're probably managing expectations... they already know they're gonna be packed -- or at least they're expecting it -- so they're pro-actively letting people know that they shouldn't throw a tantrum when they get to the front desk and there's no upgrade available.
     
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  4. SC Flier
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    SC Flier Gold Member

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    Is this message is going out on all reservation confirmations for all dates? Or just ones for Labor Day weekend and similar peak dates? I would guess that it's on all reservation dates.
     
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  5. rrgg
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    rrgg Silver Member

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    I don't mind them proactively reducing expectations so you can change your reservation if you want.

    But why is this W "classified as a resort???"
     
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  6. SPG Champion
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    SPG Champion Official Representative

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    Because it meets the standards looked at by the brand, regional, and Starwood corporate authorities who decide such things.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  7. SC Flier
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    SC Flier Gold Member

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    From the SPG T&Cs:
    "Late check-out of up to 4 p.m. is available and can be confirmed at check-in except at resorts and conference locations where it is only available upon request."​

    IMO, this is terribly worded. The wording above would lead me to believe that if I request a late check-out at a resort, then it would be made available.

    I take the "and can be confirmed at check-in" clause to mean that it can be confirmed at check-in but that advance confirmation is not a requirement for getting a late check-out. I like this, though, because it used to be a common problem that front desk staff would tell me that I'd have to call down on my morning of departure to confirm a late check-out.

    IIUC and IIRC, what this perk really offers is...
    Late check-out of up to 4 p.m. is guaranteed available except at resorts and conference locations where it is based on availability.​

    My recollection is that if a resort chooses to offer late check-out, then they can't charge a fee to a Gold/Plat. But resorts have the right to not offer a late check-out at all. I'm not sure if this right is at their discretion or whether they are supposed to operate within the spirit of the program so that if the room would otherwise be vacant for the night, then a late check-out request is to be honored.
     
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  8. KENNECTED
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    KENNECTED Silver Member

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    I completely agree.
     
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  9. GeneCMH
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    GeneCMH Silver Member

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    With a few exceptions, most of my stays at W's has always come accross with them acting very poorly about upgrades and platinum benefits. Unfortunately, I really like the designs and featuers of the Ws so I keep coming back for more. Silly me.
     
  10. TRAVELSIG
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    TRAVELSIG Gold Member

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    They are being a bit of a snob. I think they could say "although we will do our best to upgrade you, please note that due to current bookings the expectation of receiving an upgrade should be very low...". Even with the LHW card (which is not nearly as hard to receive as the Starwood Platinum card) I have received upgrades with a smile at peak times at the nearby Setai.
     
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  11. 7Continents
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    7Continents Silver Member

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    LOL with much respect, the W is not in the same league as the Setai. I guess if we want to stay among the W cool we have to roll with the 'tude. I didn't believe it until I had to muscle my way into the lobby at the W Montreal on a Friday night when I couldn't convince the bouncer that I wanted to go up to the room I was paying for rather than cut the line for the bar.
     
  12. TRAVELSIG
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    I know where I would stay.... :)
     
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  13. MSPeconomist
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    MSPeconomist Gold Member

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    To me, the statement that they will not be offering upgrades is WRONG. It suggests that even in the unlikely case that an upgraded room is available at check in, they won't give it to a Plat as a matter of their own self-declared policy, which contradicts the SPG T&C.

    I'm also distressed by the statement that there won't be any early check ins. Again, if the room is available, it seems to me like refusing to give it to an elite guest before official check in time (when all of their rooms will magically and simultaneously suddenly become clean??? I don't think so) shows an attitude of arrogantly "sticking it to" high-paying guests.
     
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  14. uggboy
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    uggboy Gold Member

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    Wouldn't it be not so much more snobbish when the hotel would built up expectations and then it all falls to pieces at check-in?:rolleyes:
     
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  15. craz
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    craz Silver Member

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    The Diplomat has done the samething emailing those with reses during what they expect to be a Soldout situation that you have booked during what usually is a very Peak demand time period when we actually do sell out of our Suites

    I think its great that The W is alerting people to what they can expect before showing up and then being disappointed and claiming their vacation was Ruined by the Hotel
     
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  16. MSPeconomist
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    MSPeconomist Gold Member

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    I agree that it's good to warn people that upgrades will be extremely unlikely, as certain other hotels do.

    However, the text of the message from the W seems to say that they will not do it--which to me says that even if an upgraded room is available, there will absolutely be no upgrades. This contradicts SPG T & C.

    Similarly, even in a very full hotel, surely some rooms are available before the official check in time; all rooms aren't finished simultaneously . It seems mean and petty for management to say that they will not permit anyone to obtain a room before the check in time.
     
  17. craz
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    craz Silver Member

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    I hear you but I assume that the # of rooms that will be actually available for an early check-in will most likely be few in #, so they seem to be warning everyone in advance what to expect. The Dip has for yrs during Peak Demand basically posted the same about Upgrades and no Hotel has more Suites then The Dip, yet they end up with none for UPs

    I dont care for the language they used but the message is what is Important and that is simple dont expect anything more then what you booked and check-in and check-out at our reg posted times. If by chance a person scores something else they wont be disappointed alot better IMO then thinking they will score only to find out not only no Upgrade but told to come back in 5 hrs at offical checkin time since there arent any rooms avaialble and you already have plans made based on an early check-in or late checkout
     
  18. MSPeconomist
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    I understand what you're saying, but we're going to have to agree to disagree.

    There are ways to convey the "don't expect" message that don't violate SPG T & C and don't have the impact of announcing that they *will not* do upgrades or early check in even if they can.
     
  19. craz
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    craz Silver Member

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    I agree that they should have used wording that is within the T&CS of SPG, although in practice they most likely wont have anything available for UPs or early checkin

    I doubt come checkin day that they will refuse an early checkin even thou the room is empty and waiting, simply due to it being before Offical checkin time, although Ive heard a # of horror storys about this place

    IMO Id rather know the score ahead of time and either book elsewhere or plan accordingly , then to show up and find out Im SOL
     
  20. MSPeconomist
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    In some places--IME the worst offenders are Italian chain hotels--they do follow the charade of no rooms available until 3 pm or whatever, when all rooms suddenly are ready and they start to hand out keys. I hate this practice with a vengeance.
     
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  21. craz
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    craz Silver Member

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    and on the other hand unlike ICH where a RA has an 8am early checkin benefit, there is no early checkin benefit that Im aware of for Plats or anyone with SPG and thusly they are within their Rights to deny it.

    For UPs they should have simply stated it like the Dip does, eg You have booked during what The Hotel considers a very haevy demand period where we do usually sell out of all our preminum rooms so please keep in mind that an Upgrade will most likely not be possible and likewise for a Late checkout

    Saying No way, No How,we dont care what the situation is when you check in is Wrong, but I do applaud them for reaching out during a period they expect to be SoldOut and to let those with reses know the score ahead of time and yes for saying No Early Checkins
     
  22. newbluesea
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    newbluesea Gold Member

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    Personally I have no problems even with the way the hotel actually stated what is most likely a given.
    We are now almost 5 months from Labour day and a check on spg.com shows the only rooms available are at fully prepaid non-refundable rates ....dosent that suggest they already close to being fully booked?.

    Am a bit amused at the contention made here that a statement of fact is considered a violation of SPG T & C.:confused:

    Labour day is very busy weekend on MB and there is a big Home Show at the Convention Center that weekend.
     
  23. DeltaExpert
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    DeltaExpert Gold Member

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    Has anyone stayed here recently who has gotten this email? Did you get an upgrade?
     
  24. GeneCMH
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    GeneCMH Silver Member

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    Hasn't stopped any number of hotels I've checked in at. :rolleyes:

    I guess setting expectations is a reasonable approach. However. at least based on my experience, many SPG and Hyatt hotels have played the no upgrades available game, when a quick look online or a call to reservations while I'm standing in front of them reveals they are lying. I'd rather arrive with the expectationsthe loyalty programs have strived to instill in its elite memebers and just be geared for battle at the front desk. Sometimes you loose, but often you'll prevail. Any more, I approach it as sport and play the whole drama scene at checkin just for fun - generally ending up worthwhile.

    The whole point being one shouldn't have to ask, argue, double check, etc...if the benefit is available it should be provided with no hassle. I suppose if I got a similar letter / email I would cancel my reservation and take my business elsewhere, as it may be more worrisome as an indicator of that particular hotel's management's attitude toward elite benefits.
     
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  25. hotelsallover

    hotelsallover Silver Member

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    I can't say I like the tone. it sounds like a blanket 'get lost' to me. And, I think I would ;)
     
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