Starwood Lurker

Only if you are interested in increasing your odds of being upgraded. If you don't tell us, how are we going to know?

Doesn't the solution to a problem always begin with someone "letting the cat out of the bag"?

The GM of the hotel in question was the first to let me - and the folks in Brussels - know that he thought there was a conflict between the Six Sigma initiative and the SPG Terms and Conditions. However, given the choice of following an uninformed corporate directive and following the T&C's of the program, he is a little between a rock and a hard place.

My take on it is this: he hasn't been too zealous about applying the Six Sigma project for the last two years because he felt there was a conflict. This is probably why we haven't heard any complaints about this hotel. What changed? Perhaps Brussels got a little more insistent recently about it being applied and that is how it has become an issue now.

Realize, this is only my personal interpretation and may not represent all of the facts; however, I am 100% certain that the problem will be addressed sooner than later.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

[email protected]

Starwood Lurker

If I could wave a magic wand and make it disappear overnight, don't you think I would have done that already?

No problem. I don't take any of this personally. If I did, I would hate coming to work everyday, and that just isn't the case.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

[email protected]

Markie

Lurker:

Are you prepared to find us the date that the trial will end and provide the list of hotels undertaking the trial so that we can choose our hotels accordingly I wonder?

Markie

If anyone would like the list of hotels following this new policy please PM me. I cannot post them here as I do not have the consent of the email send to post - they haven't asked that I not post, just that I cannot reproduce their email without their consent, and that would delay everything.

mauld

I am currently at the Sheraton Warsaw Hotel & Towers (supposedly included in this new 'policy', and can happily state that as a Plat paying a cheapo rate I was upgraded to an executive/business suite and given Executive Lounge access In fact, when I arrived early (11:30am) and asked about checking in, I was told that the 'suite' they had upgraded me to wasn't quite ready yet. So I asked if I could just leave my bags at the desk and walk around a bit. They responded by saying they would give me a regular room, to leave my bags in & wash up, and then move my stuff to the suite when it became available! That proved unecessary, as the suite became available as I was registering. It isn't a great suite, more like a big room with a couch and a work desk---but as I'm alone and only staying one night (tomorrow I move to the Westin), it's ok by me. As for my amenity, I chose 'a local gift'... what was delivered to my room was a wooden box with a speciality vodka & 2 shot glasses. The weather today is fine, a couple of minor sprinkles, but mainly just overcast. As for the 'ban' on alcohol.. it was lifted as soon as the Pope left the city. I was told that while he was here, alcohol sales were prohibited, as is now the case in Krakow- where he currently is visiting.

mauld

I am still here at the Warsaw Sheraton Hotel & Towers and wanted to report on the am service. My rate (e85) included breakfast in the main restaurant--and it was ok, although pretty crowded. Only one person making hot breakfasts (eggs etc) at an omlete station and thus not ideal for a busy time. I left there and came back up to the Lounge where a full breakfast spread was laid out, including eggs benedict, scrambled eggs, french toast plus a full complement of breads, fruit, meats etc, etc... as well as champagne & juices (This is also were 2 computers are available--using one now). I'll be checking out later this morning and moving over to the Westin. I was here at both 2 years ago when the Westin first opened, and it will be interesting to see any changes.
As for the restrictions for upgrades to TOWERS level, I just hope WAW keeps allowing full upgrades to elites, as it is probably one of the best lounges I have been to (especially for the money .
PS--I will be posting some pics as soon as I get back home.

Markie

I've just rechecked the email from SPG with the list of hotels, and Warsaw is not listed as being part of the project (#85244) Implementation of EAME strategy for premium rooms

mauld

Thanks, yes that is what I found, although I was a bit concerned.

mtacchi

William ,

please forward this to the FRA GM.

I am a Plat in FRA tonight. Staying near the airport, NOT at his property. Add that to his evaluation of LOST revenue.

tgw

Allow me to apologize in advance if this sounds rude, but I have never seen so many people talk about something so unimportant.

If you are seriously worried over this issue, then may I suggest that you are running VERY low on things to worry about in life.

The beauty of it is that you have the consumer power to take your business elsewhere if it really impacts your customer experience. I've done it plenty of times.

Thanks. My $0.02.

nologic

I think this whole program is going downhill fast. It's imploding on itself. I will seek out other programs that value premium elite customers better. It was a good concept at the beginning: the best. But no longer.

Markie

I am surprised that you feel this way - perhaps you have never experienced working to reach a particular elite level because of the benefits and then to find out that the scheme never intended to honour those benefits. If you had experienced this you might be able to empathise with the frustrations posted here.

Taking your business elsewhere is possible, but only if you find out the reason for the non availability of the upgrade. In this scheme Starwood hid those reasons from the membership. Hence the frustration I think you see expressed here.

mtacchi

The whole point of FT is to discuss these issues. In detail.

It is important. I feel SPG and I have a contract. I provide them with 50 nights a year, they provide me with Platinum status that confers some rights.

Rights not privelleges.

SPG is now allowing a hotel (or group) to run a "trial" that changes that covenant.

It is wrong. It is not Lurkers fault, indeed he is trying to help in its resolution.

But as you said, the best way is to vote with your wallet. I did.

thaliajen

I had the same problem at the Houston St.Regis! I had always been upgraded there, and my best upgrade came when I was only Gold level, years ago. Now, I was supposed to stay 2 nights in March, and because I emailed ahead, asking for a possible suite upgrade, I was called by the hotel to let me know that upgrades are based on the class of room you have reserved! Since I had a very good rate (discounted) my upgrade would only be to the next room up which was not a suite. She actually asked me to change my reservation and book a club room (for almost twice the price!) so I had a "chance" of a suite upgrade!

I was deeply offended and cancelled my reservation. I return to Houston every 3 months and now I have found another Starwood hotel to stay at. I was SO insulted by the phone call! I loved that hotel but now will not recommend it to anyone. No member of any class should be told they need to spend more money to get an upgrade! I was treated better there years ago as a Gold Member than my last few stays as Platinum. But the 1st time I emailed them, they pre-arranged an upgrade! 3 months later, I did the same only to get a phone call saying I wasn't spending enough on a room to GET an upgrade! I think this idea has become a program that Starwood is considering. If so, I will change to a different chain.

trekkie

are you saying that as a spg plat member, you were essentially told that due to the room rate you are paying, you will not get a suite even if one is available?

If so, i think that would be a clear violation of a spg plat member benefit. I would have got the name and got spg platinum concierge involved.