Westin Grand Munich Trip Report

Discussion in 'Starwood | Preferred Guest' started by TRAVELSIG, Sep 26, 2011.  |  Print Topic

  1. TRAVELSIG
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    TRAVELSIG Gold Member

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    Over the weekend we stayed at the Westin Grand Munich and visited the Oktober Fest. My thoughts on the hotel are as follows:

    Reservations:
    Booked on the spg.com website redeeming starpoints which was a very good deal at 10K points per night as the lowest priced rooms for 2 people were 449 EUR per night. The hotel didn't have availability for a king bed room for Friday and Saturday nights- so booked two singles for the Friday and a king for the Saturday. A email to the hotel was responded to within 24 hours and they merged the two bookings and put a request for a king- which they were able to supply.

    Arrival:
    Late arrival on Friday night (23:30) however there was a small queue to checkin. The hotel, as with most hotels in Munich, was at capacity- checkin however was very effecient and the king bed was confirmed. We went to the bar for a drink and it was completely full- however it was fun and the service was OK (the staff looked understandably very tired).

    Room:

    The room was recently rennovated and had a view over the city which was quite nice. The shower leaked, and although I called to have it fixed it was never fixed- it wasn't a big deal but seemed strange as obviously it was not a new problem and could have been fixed previously (or after I called for that matter).

    Internet was 6 EUR per hour- I really dislike this however used for one hour during the visit- the good thing is that you can log out/log in multiple times so one hour lasts a long time if using only for email.

    Furnishings were very high quality and there was a good desk with a lot of space.

    Parking:
    Parking is 20 EUR per 24 hour period and includes in/out privileges (I didn't see or ask about a valet).

    Overall:
    This is a solid convention hotel- it has over 650 rooms so don't expect a lot of personal service and this is not the Mandarin Oriental. The staff are, for the most part friendly and do what they can to help.
    We experienced two small issues during our stay (plus the bathroom issue above):

    1) Our room was not serviced on the first day and our key card didn't work. I went to the front desk (large queue) to ask why- and of course they said "you were only registered to stay for one night"- when I pointed out this was not the case, and that I had confirmed when I checked and signed I was staying for two days. After a few minutes they did agree with my explanation (although they checked and kept saying I was wrong)- and then they gave me a key that worked. I called to get the room serviced and it was completed sometime during dinner. Mistakes happen but the attitude realy could have been avoided in my opinion.

    2) Asked for SPG Gold late checkout (requested 2 pm on Sunday)- the hotel flat out said no- not even checking or looking. I understand Oktober Fest is a huge event- however the queue of people checking out was in the range of 40-50 rooms- so a 2 pm checkout would not have been a big deal as no way they could clean all the rooms at the same time anyway. I don't think from a SPG point of view they can deny the late checkout flat out- however they did and were not bending at all.

    I frequently stay in Munich, and was considering this as a hotel to use sometimes in the future- the two service issues above are not huge deals, but certainly far different than what I have ever experienced at the Kempinski- so I will stick to there for the time being.
     
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  2. MSPeconomist
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    You should report the late checkout failure to SPG unless the hotel has the word convention center (or resort) in it's title. AFAIK being full, even for a special event, does not mean an exception (except possibly for a rare case where they register the dates with Starwood in advance and benefits such as guaranteed room availability do not apply).
     
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  3. TRAVELSIG
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    I did report, and received this response:
    "To confirm, the late checkout is not guaranteed. Hotels do reserve the right to deny a 4PM late checkout due to special events (such as Oktoberfest). I apologize for any inconvenience."
     
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  4. SPG Champion
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    SPG Champion Official Representative

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    If this hotel is not a conference or convention center property with that clearly within the name of the hotel or a resort, whoever sent you this doesn't know what they are talking about.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  5. uggboy
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    uggboy Gold Member

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    When the hotel does not know, who does? What will be the solution // outcome?
     
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  6. SPG Champion
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    The SPG Hotel Coordinators would know. I think we can agree that a solution is not possible once a guest has left the property, but if I can positively identify a guest who experiences this and give them the details of the stay, it may help future guests, which may help future outcomes.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
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  7. uggboy
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    uggboy Gold Member

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    Thanks for the response! Agreed, but we all can learn something here too, which of course helps in such future situations and outcomes.
     
  8. TRAVELSIG
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    Thanks William- I have sent you by email the response from CCS and the details of the stay.

    Regards

    Travelsig
     
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  9. TRAVELSIG
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    Dear William,
    I sent you the email this morning and have now had this reply from spgchampion@starwoodhotels.com:
    "As previously advised, the 4PM late checkout is not guaranteed and may be denied due to special events. "
     
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  10. MSPeconomist
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    This is exactly what I was thinking as I read the post. I was about to suggest escalating the issue.
     
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  11. MSPeconomist
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    Isn't there also an exception for properties that are officially resorts, presumably with the word resort in the name of the property? Or is there some official list of SPG resorts on the website? (I'm asking because of my free resort nights coming up, where a late check out would indeed be very nice.)
     
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  12. SPG Champion
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    [full face palm-plant]

    My apologies. Please re-send me this thread so I can see that whoever replied is also wrong.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
  13. SPG Champion
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    The official list of resorts is in the T&C's of the SPG program at spg.com. It is under the section speaking to 72-hour forced Platinum reservations and is probably the source of most of the confusion internally regarding this issue.

    Best regards,

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

    spgchampion@starwoodhotels.com
     
  14. TRAVELSIG
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    Thanks again William for looking into this. I have sent you the entire thread.
    Regards
    Travelsig
     

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