SPG Gold = Elevator Room at Sheraton

Discussion in 'Starwood | Preferred Guest' started by shermanxia, May 2, 2013.  |  Print Topic

  1. shermanxia

    shermanxia Active Member

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    My friend is a newly earned Gold SPG member and we were curious about how the "enhanced room" might work. So we booked a "Cityview room" at Sheraton Niagara Falls in Canada this past weekend, hoping we might get upgraded.

    The hotel was quite busy; no surprise we were not upgraded. What was surprising was that we actually got a room that had a very low ceiling on the 4th floor, with a view of the interior of the hotel (like a lobby or elevator somewhere). I've NEVER stayed at a hotel room like that before. I didn't even know hotels would put a room in a location like that (better used as storage room?).

    Not only were we not upgraded (which is understandable), but we were given probably the worst room in the entire hotel, not even "City View" as reserved. If that is what the SPG elite program means, it is really hard to be excited about staying more to earn those "benefits". Even when we requested a simple 4PM late checkout (on a Sunday), the front desk simply threw back "manager said 2".

    Overall very disappointing first-time "elite" experience. Has anyone else got "downgraded" being an elite?
     
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  2. uggboy
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    uggboy Gold Member

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    Thanks for sharing, a sad experience IMHO.
     
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  3. lsed

    lsed Silver Member

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    If I'm not pleased with a room at check in, I usually express my discomfort with the front desk. I'm not saying be a DYKWIA, but ask them politely.
    Few weeks back I checked into IC HK. My first sense when I walked into the room was that it smelled stale with a hint of cigarette smoke. Called FD and they sorted the whole thing out. Relocated me to a different floor - same layout. Duty manager came to apologize and asked if there was anything I needed etc.

    Room was perfect after the change, received a large box of chocolates from the DM in the evening for the inconvenience and probably also for not making it difficult for them.
    Next day the hotel manager came to speak to me at checkout to make sure I didn't leave feeling unhappy.

    Sometimes hotels overlook things like these (especially when they're busy), but if you don't let them know, you're not giving them the chance to fix it.
     
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  4. philatravelgirl

    philatravelgirl Silver Member

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    I'm SPG gold, my travelers Platinum- I've many times changed rooms if not good at check in - the front desk is usually good with this - I will call from room and ask for new room because of x - my profile states "quiet, far from elevator" yet have been given room next to elevator so not sure how the room assignment works. if they are sold out then not much wiggle room but would still talk w/property GM - I tell my travellers to do same. Every property different .
    As for 4pm not always guaranteed and I understand this - it is a business and I sometimes get early check in so it evens out IMO
     
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  5. marcwint55

    marcwint55 Gold Member

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    Your friend will have better luck outside of North America as a gold member. If your friend gets to Platinum, that should make a big difference.I would call the hotel general manager and explain the poor treatment. Perhaps they will make it up on another stay there.
     
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  6. snap
    Original Member

    snap Silver Member

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    I retweeted, so maybe SPG will contact the OP.
     
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  7. MSPeconomist
    Original Member

    MSPeconomist Gold Member

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    Read the T&C carefully. Golds are entitled to enhanced rooms meaning the best in the category paid and reserved, but not true upgrades. You should have gotten a very good city view room. Also check the details of the late checkout. If this is a convention or resort property, they are exempt from the guarantee. Otherwise, AFAIK 4 pm is guaranteed and should have been escalated, including a call to corporate customer service, when "manager said 2." Often it's unfortunately necessarily to insist on one's late checkout rights being honored, but before doing this, be sure you understand the precise rules.
     
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  8. sobore
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    sobore Gold Member

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    As a GOLD I have received an enhanced room which was nothing more than a better view.
    I guess when occupancy is high that is to be expected.:(
     
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  9. SPG Champion
    Original Member

    SPG Champion Official Representative

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    I think to set the proper expectations, this is all that can be expected. YMMV, however.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  10. viguera
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    viguera Gold Member

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    Agreed... I can understand if you don't get an upgrade, or even if you don't get a better view based on occupancy rates for that particular time, but at the very least you should get what you booked.

    The fact that he says they didn't even get the "City View" as reserved seems kind of strange.
     
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  11. MSPeconomist
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    MSPeconomist Gold Member

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    City View can be a euphemism for "not the lake view" etc. just as Garden View can mean view of the parking lot and garbage cans as opposed to Pool or Ocean View.
     
  12. skyvan

    skyvan Gold Member

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    Dark Alley view doesn't have the same ring to it.
     
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  13. gwuinsf

    gwuinsf Active Member

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    Sometimes I think the people at the front desk have to be reminded of your status. At check-in I've asked, "Did I get upgraded due to my status?" They'll either tell me they did or they couldn't. It can't hurt to mention. I'm pretty sure a few times they're just so busy that they forget to check if they can upgrade you.

    When the front desk said the manager said check out was at 2, I would have reminded them of your status. Either they would have given you a better explanation or they might have just made a mistake.
     
  14. mbluecpa

    mbluecpa Active Member

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    I've seen pretty frequent reports of push back on late checkout and experienced it myself a few times, which I agree is frustrating. Lots of properties have outs as resorts or conference centers, and I've encountered many front desk personnel who don't understand the 4pm benefit.

    I'm not aware of the room categories where you stayed, but I can't see how an interior room can be sold as city view. I know that description can vary widely (as I write this from a city view room looking directly into another building). If nothing else was available, did you at least get a refund of the price differential?

    As a Platinum, I've only been downgraded once, from a Westin Workout room to a standard room right next to the elevator at the Westin Galleria Houston. My call to the front desk was met with "we're sold out," but I didn't pursue it as I was on a heavily discounted rate anyway.
     
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  15. silencer

    silencer Active Member

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    You should have complained at the spot.
     
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  16. Mike Reed

    Mike Reed Gold Member

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    For what? Not getting a space available upgrade in a sold out hotel?

    Sent from my iPhone using milepoint
     
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  17. tommy777
    Original Member

    tommy777 Co-founder

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    The poster had booked a Westin workout room and got downgraded, so yes a complaint on the spot is actually in order. Points matching what a free night at the property would be is what I'd expect in addition to a discount for the downgrade difference.

    If you sell the room I've confirmed as a Plat and downgrade me, you make it right
     
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  18. Mike Reed

    Mike Reed Gold Member

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    Okay. I missed that. I thought the gripe was 'no upgrade.' 'Paid for a better room than I got' is definitely a gripeable offense. :)
     
  19. mattsteg
    Original Member

    mattsteg Gold Member

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    And is a gripeable offense regardless of status or lack thereof.
     

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