Suites uneligible for upgrades

Discussion in 'Starwood | Preferred Guest' started by sendaiben, Jul 25, 2012.  |  Print Topic

  1. sendaiben
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    sendaiben Gold Member

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    Our local SPG hotel, the Westin in Sendai, Japan claims none of their suites are eligible for upgrades -is this kosher with the PG program?
     
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  2. sendaiben
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    sendaiben Gold Member

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    (I probably should add that they treat us very well otherwise -this is one of our favorite hotels, and one we go to for staycations) :D
     
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  3. sendaiben
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    sendaiben Gold Member

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    Have also just realised it should be ineligible in the title -doh :rolleyes:
     
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  4. SPG Champion
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    SPG Champion Official Representative

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    No, but they only have two standard suites total, so one might be really hard to come by.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
  5. sendaiben
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    sendaiben Gold Member

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    Thanks William. The hotel is saying that they will never upgrade to suites as policy, not that the suites are unavailable.
     
  6. Simon
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    A classic case of lost in translation with them using the wrong English words? Unless your goose was talking to them. Don`t feel too bad, i got told the same thing at Sheraton Sapporo but i know they have only specialty suites there and only two which isn`t a lot!

    Anyway back to your case. I see they have a corner suite room (2 of these), deluxe suite room (2 of these) , deluxe corner suite (1 only), Presidential suite room (1 only), imperial suite room (only 1 of these too) so basically they have hardly any suites. All naming is as per their website. Just checking out the racks makes me cringe http://www.westin-sendai.com/room/rates.html however i suspect the standard suites are the corner suite rooms.
     
  7. sendaiben
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    sendaiben Gold Member

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    Hey Simon

    I was talking to them in Japanese, so no translation issues there ;)

    We've actually scored a corner suite once, but only because the hotel was completely sold out for a conference, and they took great pains to inform us that it was a one-off and against hotel policy.

    Every time we check in they mention that we've been upgraded to a superior room, which is 'the best room available for upgrade'.

    They don't seem to load the suites into the SPG website, as I have never seen them available on there, only through their own website. I guess it's more profitable to keep them separate, as even the corner suites cost 3x as much as a superior room.

    I was just asking because their policy seems to go against the Starwood approach (and of course I'd love to get to use their expensive suites if they are available when we stay) :cool:
     
  8. Simon
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    I guess in the end this goes no where as they can just change their policy and say they have no standard suites as SPG doesn`t seem to not stop them from doing this nor actually define what a standard suite is.

    I hope one day in the future they nail this down a bit more so we know what to expect or at least make it public but I`m just pouring salt over old wounds by bringing this up again.
     
  9. marcwint55

    marcwint55 Gold Member

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    If you have not already contacted the general manager at the hotel, I would certainly do so. If you are a frequent guest, they should go out of their way to accomodate you even without status.
     
  10. sendaiben
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    sendaiben Gold Member

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    Not sure if this would help, as it seems to be the official hotel policy (everyone I have talked to gave me the exact same story). I'm an SPG plat, and the hotel is very good with going above and beyond standard elite benefits. We stay once a month, more or less. Apart from the suite thing, very happy with the hotel :)
     
  11. SPG Champion
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    We shall see if it remains that way once the regional SPG authorities have had a chance to follow up with them.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  12. Simon
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    Good to hear. If they have only two standard suites and heck people do buy suites, they might always just be full or they offer to upgrade guests for cost on check in.
     
  13. sendaiben
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    Thanks William. Always a pleasure :)
     

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