SPG shenanigans

Discussion in 'Starwood | Preferred Guest' started by alfagirl, Mar 9, 2014.  |  Print Topic

  1. alfagirl

    alfagirl Gold Member

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    On Sep 25, I made a Rez for the Westin Grand Cayman for 5 nights, points and using my 35% Plat gift, for 41,600... Flash forward to today, I was trying to request my suite upgrades and was told that I had to request them at least 5 days in advance and now it was too late.
    Turns out the Rez I made on 9/25 (and the suite night award request) was not done correctly and SPG is saying that I did not request my 35% off award, even though the agent told me I did and he would apply it. They will deduct the full amt of pts and get back to me.
    I did everything by the book and now Spg is treating me as a liar. I am flabbergasted that they would treat a loyal customer this way..... I have never been subjected to such abhorrent behavior with a 'loyalty' program..
    My stay begins on weds and they have 48 hrs to contact me and resolve this. By that time, I will be unable to cancel withôut penalty.
    Does anyone have any advice?
    Thanks
     
  2. LIH Prem
    Original Member

    LIH Prem Gold Member

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    Sorry to hear about your difficulties.

    When you made the award rez, didn't you check your account to make sure they took the correct number of points? I always do that.

    I don't understand why it can't be applied now? What's the problem on their end?

    Don't you want to go either way?

    -David
     
  3. SPG Champion 3
    Original Member

    SPG Champion 3 Official Representative

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    Hi alfagirl,

    May I ask you to provide your reservation details to us via private message or email, so that we can help investigate?

    Best Regards,

    Christina Zhou
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide
    spgchampion@starwoodhotels.com
     
  4. alfagirl

    alfagirl Gold Member

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    Hi David,

    I got the confirmation email and thought that everything was set. I did not check my point balance until yesterday, when I called to request the suite nights.
    The Plat concierge said I cannot request the suite nights cuz I am arriving in less than 5 days.
    I have never been treated so poorly by SPG.
    Yes, we have to go, it is for my nieces' (on hubby's side) wedding. But I was seriously considering the RC which is not too far from the Westin...
    I have my fingers crossed.........
     
    Last edited: Mar 10, 2014
  5. LIH Prem
    Original Member

    LIH Prem Gold Member

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    But you are getting to use the 35% off award, right?

    Hope it works out and you have a nice stay.

    -David
     
  6. alfagirl

    alfagirl Gold Member

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    Thanks.

    The use of the 35% award is what is being questioned. They claim I never selected it. But, In Sep. when I made the Rez, the agent said he was applying it to the Rez???..:confused:
     
  7. Flews
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    Flews Silver Member

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    Doesn't make sense. I request suite nights inside of five days all the time.

    Having said that, you are unlikely to have one approved at the Cayman Westin.

    Cheers,
     
  8. alfagirl

    alfagirl Gold Member

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    I did not think it made sense either....but at that point her tone was verging on rude....
     
  9. IDGflygirl
    Original Member

    IDGflygirl Gold Member

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    Did you respond to Ms. Zhou's request above? I hope she is able to help you with this.
     
  10. LIH Prem
    Original Member

    LIH Prem Gold Member

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    Are you outside the eligibility period for it now? Is that the issue? The 2013 version of the award is only valid for 6 months from the date you selected to take the 35% off award. I guess that must be it, otherwise I can't see why there would be any issue requesting use of the award after you made the rez.

    Anyway, good luck, have fun down there, and keep us posted.

    -David
     
  11. alfagirl

    alfagirl Gold Member

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    Yes. It is being handled by Corp C S. The person that contacted me addressed me as 'Mr.' So it is not off to a good start....
     
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  12. alfagirl

    alfagirl Gold Member

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    Nope, I selected it in July when I received the email and redeemed it in Sep..
     
  13. WilliamQ

    WilliamQ Gold Member

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    I really hope Cust Service gets it all resolved for you and you get a good stay.

    As for the mistaken gender, I had an encounter at a bank last weekend where I was starting a new banking relationship with.
    Despite being at the bank itself with my family, the staff put me down as a female....
     
  14. alfagirl

    alfagirl Gold Member

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    Resolution:
    "Dear Mr. Alfagirl,
    Blah, blah, blah....the agent will be coached and I have requested that the xxx pts be deposited back to your account."
    Boo hoo - nothing about the SNA award mistake. :(
    Well, at least we are now relaxing in the Flagship lounge at LAX.
     
  15. SPG Champion
    Original Member

    SPG Champion Official Representative

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    Glad they were able to fix that for you.

    As we discussed, the property is completely sold out for your travel dates, so no SNA's could be applied because there were no standard suites available to select for their use.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  16. alfagirl

    alfagirl Gold Member

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    Thank you.

    SNAs - Yes, I was referring to the mistake made when I was told to call 'within 5 days of departure' to request the application of SNAs. But at this property, it probably would not have made a difference.
     
  17. SPG Champion
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    SPG Champion Official Representative

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    Well, I'm sure that if the person that told you this can be identified, then they will also be coached.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  18. alfagirl

    alfagirl Gold Member

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    Well, it looks like I jinxed myself. We are in a room overlooking the parking lot :eek:
     
  19. Flews
    Original Member

    Flews Silver Member

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    Not surprised. Never had a good experience at this property.

    The beach is nice though. Check out the brunch as the RC, and the fish tacos & Painkillers at the Sunshine Suites. Stay out of town when the crises hips are in. There's a nice grocery store a ten minute walk towards town if you want to stock up on reasonably priced sodas, juice, water or snacks.

    Cheers,
     
  20. alfagirl

    alfagirl Gold Member

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    Yep, this trip is a bust. I also requested a room with a wood floor (carpets, the ocean and my allergies do not mix). This hotel knew nothing about that request and said those rooms are 'very compromised' (I think that means unavailable). There is a large group checking out tomorrow and groups checking in today and still the best they can do is an ocean front on the ground floor right next to the lobby....ugh
     
    Last edited: Mar 13, 2014
  21. alfagirl

    alfagirl Gold Member

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    Well, Corp CS did not do anything that I could see re:the rez mix-up. The hotel even called me several times to ask for my SPG award code for the points stay :confused: I have no idea what this is and anyway, this is what Corp CS was supposed to have taken care of, geesh!
    My eyelids have been swollen to golf ball size due to some allergen in the room. (I look awful in the wedding photos, like I lost a 10 round fight)
    Not feeling any SPG-love....:(
     
    Last edited: Mar 18, 2014

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