Weeird....

Discussion in 'Starwood | Preferred Guest' started by bakedpatato, Apr 12, 2011.  |  Print Topic

  1. bakedpatato
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    bakedpatato Gold Member

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    I like calling in to make reservations, so I called in today to reserve a C&P stay at the Westin Chosun in Seoul.
    I give the phone op the dates(I checked online) and she told me..."Hmm....err...I can't seem to make a C&P reservation!"
    I eventually booked online and I got the confirmation email but I was very surprised she couldn't book the stay...
     
  2. Derek
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    Derek Silver Member

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    That is strange. I'd say the opposite (can't book online, can via phone) is pretty commonplace though.
     
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  3. MSPeconomist
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    MSPeconomist Gold Member

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    I had almost the opposite experience today with a Plat concierge. I had been checking dates for a hotel and spg would show a certain rate at the top of the page to select a room, but all of the available room types were about $10 more. When I checked all hotels in the area (the four column table) it showed the same rate, and when I asked for AAA, an even cheaper rate in the column that I could not book on SPG.com.

    Today I called the Plat concierge and initially the guy tried to say that the hotel doesn't always upgrade its inventory immediately (for more the 48 hours for a stay a week from now???), but when I insisted that he check, he quickly found not only the cheaper room type/rate matching the rate at the top of the page but also the AAA rate that I had seen. He was able to book it with no problem (despite comments about sometimes needing to call the hotel in such cases, which seem to be frequent),

    However, this experience leaves me with two questions:

    1. Why does spg.com continually show rates at the top of the page and on the rate comparison page that one cannot book through spg.com? I've noticed this in the past for other SPG properties, (It this bait and switch?)

    2. Why did I need to insist to the Plat concierge that he try, instead of my accepting the suggestion that the hotel didn't update the inventory in its computer? Given what I told the concierge, he should have tried to check rather than attempting to make excuses to make me go away (and probably reserve a room in a non-spg hotel).
     
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  4. bakedpatato
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    bakedpatato Gold Member

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    Which is why I always call in; I've had weird things happen but not this before!
    I've seen #1 many times...probably some legacy booking engine on Starwood's side acting up.
     
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  5. bakedpatato
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    bakedpatato Gold Member

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    zz.png
    Strange how weekdays are never available for C&P!
    and hey Starwood Champion, the C&P rate is wrong, its 60 USD and not KRW...unless Starwood is planning to go poor! ;)
     
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  6. SPG Champion 3
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    SPG Champion 3 Official Representative

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    Thank you for informing us. The associate should be able to assist all callers with the C&P reservation even if the rate might be unavailable. You might like to escalate this to the supervisor in future. Do you have details of the associate you have spoken to?

    Thyetus Lee | Social Media Specialist
    Starwood Customer Contact Centre (AP) Pte Ltd
     
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  7. Jenny & Curt
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    Jenny & Curt Gold Member

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    I have noticed this primarily on non-US hotels, and it seems (in my case) to be due to the fact that I usually want a room for 2 guests, and the rate it is showing is the lowest single-person rate. In such cases, when I take out "2" and put in "1" guest, the rate they have touted shows up. In US properties, it always seems to assume (or be willing to charge for) 2 guests. I have not checked to see if a lower rate appears if choosing "1" guest, but I suspect not.
     
  8. SPG Champion
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    SPG Champion Official Representative

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    Since bait and switch would be illegal, it is more likely attributable to not being able to meet your preference selections for bedding type, occupancy or smoking vs. non-smoking for the rooms that are available.

    Best regards,

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

    guest.forum@starwoodhotels.com
     
  9. MSPeconomist
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    MSPeconomist Gold Member

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    This happens when I request a room for one person in smoke-free properties without clicking on a bedding preference. However, in the most recent case, the lower price was for a different room type than what showed on the list of rooms and prices to select and the Plat concierge was able to get me the cheaper room type on his computer with no apparent problem. Could it be that we can't select a room type on spg.com when its inventory is getting low, but they are available for SPG agents to book?
     
  10. SPG Champion
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    SPG Champion Official Representative

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    It sounds more like a sell-sequencing problem then. If you encounter it again, let me know the particulars and we'll look into it further.

    Best regards,

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

    guest.forum@starwoodhotels.com
     
  11. bakedpatato
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    bakedpatato Gold Member

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    I was so confused that she couldn't make the booking when i could book online that yeah,I didn't bring up the supervisor card nor do I rememeber her name. I can give you the particulars of my call if needed.
     

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