Problems with getting night credit when checking in late?

Discussion in 'Starwood | Preferred Guest' started by miketown, Apr 16, 2012.  |  Print Topic

  1. miketown
    Original Member

    miketown Silver Member

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    Has anyone ever had issues getting a credit for a night's stay when checking in really late?

    I had a Monday through Saturday reservation back in January and since I arrived fairly late (about 130 am on Tuesday), I was never credited for the monday night even though I paid for it.

    I forwarded SPG a copy of my original Rez and my Receipt showing the 5 nights paid two weeks ago, but haven't heard back. This should be something simple for them to correct, right? Any ideas why it it taking so long?

    What's even weirder is that I flew in on the same flight in February and checked in at the same time and got the night credit.
     
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  2. flyer_o

    flyer_o Gold Member

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    Yes. Had the same issue a few weeks ago. Late arrival, called the FD of the property to inform them that I'd be arriving after midnight. Checked in with no issues. Stay posted with only 1 of 3 nights showing.

    SPG CS Chat said that I'd been 'no-showed' for the first night and checked out early.

    I had to speak to accounting to get a corrected invoice and forwarded that and a brief explanation to SPG. My account was corrected shortly thereafter.
     
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  3. miketown
    Original Member

    miketown Silver Member

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    It took a second follow-up, but the Research Dept fixed the issue and added the night's credit. :D
     
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  4. desamo

    desamo Gold Member

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    I've had this happen when a property processed their no-shows early. Historically, we have one stay each year where we're lucky to arrive at midnight, but have arrived as late as 2 a.m.
     
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  5. marcwint55

    marcwint55 Gold Member

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    I'm still trying to get them to credit me for five years of platinum membership as they only show one year. It seems to be taking forever.
     
  6. SPG Champion 3
    Original Member

    SPG Champion 3 Official Representative

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    Is this related to your Lifetime Platinum count? If the answer is positive and you like someone to follow up on the issue, you may reach out to us.

    spgchampion@starwoodhotels.com

    Thyetus Lee | Social Media Specialist
    Starwood Customer Contact Centre (AP) Pte Ltd
     

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