Staying at the Westin Chosun and having conflicting info on my iPad app vs staff at the hotel

Discussion in 'Starwood | Preferred Guest' started by freebird, Sep 25, 2012.  |  Print Topic

  1. freebird

    freebird Silver Member

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    SPG app on my iPad is telling me that continental breakfast included with my stay, but when I asked the front desk, they said no. Who's right? It's not a big deal, but I'm just curious.

    image-4100621854.jpg

    First checkin (paid w CC)

    image-590242469.jpg

    Last checkin (paid w points)
     

    Attached Files:

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  2. uggboy
    Original Member

    uggboy Gold Member

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    My understanding is when you booked an Executive room which includes executive lounge privileges than breakfast is included as long it is taken in the lounge each morning.
     
  3. freebird

    freebird Silver Member

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    Do I need to talk to the manager?
     
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  4. uggboy
    Original Member

    uggboy Gold Member

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    I would definitively bring it up with someone who has responsibility in the hotel, when the continental breakfast in the club lounge is included in your room rate as a benefit you shall receive it.
     
  5. HaveMilesWillTravel
    Original Member

    HaveMilesWillTravel Gold Member

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    The beauty of the iPad is that you can easily take it to the lounge/front desk/manager and show them what you paid for. If the front desk doesn't agree, ask for a manager.
     
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  6. uggboy
    Original Member

    uggboy Gold Member

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    I'm slightly behind the times, as I always have a printed hotel confirmation with me. Nothing beats a paper printout with the word confirmation written on it. I have read a few month ago that some hotels have had no regard towards electronic gadgets and reservation confirmations.
     
  7. HaveMilesWillTravel
    Original Member

    HaveMilesWillTravel Gold Member

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    PDF... If they don't like my electronic version, I'll go to the business center and print my PDF of the original confirmation page. Never needed that, though.
     
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  8. freebird

    freebird Silver Member

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    I'm going back to Chosun hotel in three days to stay another five days. I'll bring this up when I check in.
     
  9. uggboy
    Original Member

    uggboy Gold Member

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    Please report back on who it goes and what is the outcome.
     
  10. lichenlt
    Original Member

    lichenlt Silver Member

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    Related question, when you are upgraded to club level or a suite, do you have club lounge access plus breakfast? I was told no because I'm not a Plt. Member, is that right?

    Ps, my online reservation says the room i was upgraded to had the said benefits.
     
  11. SPG Champion
    Original Member

    SPG Champion Official Representative

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    Better yet, report it to Corporate Customer Service now regarding freebird's last stay there. I'd be interested in what they have to say.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  12. SPG Champion
    Original Member

    SPG Champion Official Representative

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    If you are upgraded to a room type on a complimentary basis whose description reads that you get value-added amenities, then you also get the prescribed value-added amenities. If you don't, report it to Corporate Customer Service.

    800-328-6242 or customercare@starwoodhotels.com

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  13. freebird

    freebird Silver Member

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    Well, I'm back at The Westin Chosun. While checking in, I asked the front desk person about the conflicting info on my last stay and showed her the info displayed on my SPG Mobil app. She kept insisting that I'm not in exec club level even though it is clearly listed.
     
  14. SPG Champion
    Original Member

    SPG Champion Official Representative

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    Did you report this to Corporate Customer Service?
     
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  15. brucewil

    brucewil Silver Member

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    Love that you guys are on here
     
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  16. freebird

    freebird Silver Member

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    Yes, I did email SPG CCS, and I got a reply indicating that it will take about a week to resolve the discrepancy.
     
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  17. SPG Champion
    Original Member

    SPG Champion Official Representative

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    Thanks for doing that. If you get anything less than an apology and a promise to fix the issue at the front desk going forward, please send me the file number they gave you to reference, so I can escalate the issue through proper channels. Unless I'm just totally off my rocker (and sometimes I am), what they're doing now doesn't seem to meet up with expectations.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  18. freebird

    freebird Silver Member

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    Well, it's been a little over two weeks since contacting the SPG customer service. Should I be patient and wait another week?
     
  19. SPG Champion
    Original Member

    SPG Champion Official Representative

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    No. I think it's time that you sent me the file number that customer service gave you.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  20. freebird

    freebird Silver Member

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    I just sent you an email to spgchampion@.. with the file number assigned to me by the customer service. I also uploaded two more
    screen shots of reservation descriptions for all three stays at Westin Chosun Hotel in my original post.

    If you like, I can also email you the screen shots.


    Thanks
     
  21. freebird

    freebird Silver Member

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    Finally, they sent an email with an apology and 5000 points.
    Thanks for being the mediator and a quick resolution.
     

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