Water, Coffee & Brand Standards

Discussion in 'Starwood | Preferred Guest' started by Seacarl, Apr 1, 2014.  |  Print Topic

  1. Seacarl
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    Seacarl Gold Member

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    I have two questions regarding brand standards, in this case about a stay at Westin, but I think it applies across SPG.

    Question 1: as an SPG Platinum, am I entitled to complimentary bottled water? My understanding is that I'm entitled to (a minimum of) two bottles of water per day, even if there is no lounge. Are there exceptions to this?

    Question 2: again as an SPG Platinum, and I entitled to in-room coffee for each night of my stay? Most hotels in USA provide two packets of Starbucks which make 2 or 3 cups of coffee each.

    I'm asking because I'm at a Westin-branded property which provides no water and I was just informed that the coffee packets won't be replenished during my 5-night stay, and that I purchase additional packets for $1.25 each. Not a big expense but it seems "off" from my normal Westin experience.
     
  2. SPG Champion
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    SPG Champion Official Representative

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    The answers are found within hotel brand standards and have nothing to do with status in SPG. If you'd like for me to check with SVO on whether the resort is following expectations in that regard, send me the stay details.

    (ETA: Edits have been made to the original.)

    Best regards,

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

    spgchampion@starwoodhotels.com
     
    Last edited: Apr 1, 2014
  3. Seacarl
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    Seacarl Gold Member

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    Westin Princeville in Kauai, Hawaii

    But I think complimentary water is an SPG benefit (or SPG elite benefit), as there are often hangtags on the water saying that it is for my SPG status. And I'm confused whether coffee is usually for everyone or again SPG.
     
  4. SPG Champion
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    SPG has been known to cover water on occasion, but don't be confused with it being a benefit of membership. Those are detailed at spg.com and complimentary water isn't to be found there.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  5. Seacarl
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    Seacarl Gold Member

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    Wow, I learned something new. For whatever reason I thought that waters and coffee were always provided at Westin and pretty much every SPG property... And I must have visited 50 different properties in the past two years. But I don't see it listed on the website. Remarkable that it's almost universal but not a brand standard. That's why I asked.
     
  6. SPG Champion
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    Well, this is a Starwood Vacation Ownership property, so normal Westin brand standards are often augmented. For instance, it says this in the Terms and Conditions of Membership in SPG with regard to SVO properties:

    9.2 SVO SPG Participating Hotels. Due to the nature of Starwood Vacation Ownership properties, special conditions apply to their participation in the SPG Program as follows:

    9.2.a. SPG Members may earn Eligible Stay and Eligible Night credit towards achieving elite membership levels when staying on Eligible Rates.
    9.2.b. SPG Members will earn Starpoints for all Eligible Charges.
    9.2.c. SPG Members do not receive the in-hotel benefits of upgrades and late check-out.
    9.2.d. SPG Awards for stays at SVO SPG Participating Hotels may only be booked within 365 days of arrival and inventory may be limited.
    9.2.e. Instant Awards are not available at every Starwood Vacation Ownership property.


    Nevertheless, I'm checking to be sure if your experience is within expectations for an SVO property with regard to complimentary water and coffee being replenished.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
  7. Seacarl
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    Seacarl Gold Member

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    Thank you. And to be clear I booked via SPG and not via any kind of timeshare program or exchange, if that matters.

    And the property is in great shape and the people are friendly, so that's all good. Just some of the policies seem a bit on the chintzy side.
     
  8. SPG Champion
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    It would not matter. Glad to know everything else is up to speed, however.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
  9. SPG Champion
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    Just so everyone knows, complimentary water is not a brand standard for SVO properties; however, they were a bit surprised that someone told Seacarl that they would not replenish his coffee packets and promised to follow up with him as well as re-train the associate who told him this.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  10. MrLincoln

    MrLincoln Gold Member

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    Fwiw, there was a card to the same effect in the room at the SVO Westin Lagunamar this past weekend. Don't know if housekeeping would have replenished regardless; we took the Green Choice.
     

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