Has anyone had this happen with a Starwood hotel?

We booked a stay at a Four Points Sheraton near Sesame (got a better rate than the Sheraton that is right next to Sesame) and the day we arrived to check-in we were told by the girl at the counter that there was a problem and we were being sent to another hotel. When I asked why she said they overbooked and it happens sometimes with the internet etc. Needless to say I was livid. They booked (and paid for) our room at the nearby Holiday Inn and when I arrived there the girl was very used to the "protocol" of the situation. She acknowledged that this happens often with this hotel and obviously knew them (she had to call because they forgot to tell her that were comping us 2 nights and I could tell they have spoken before)

I have never had that happen at a hotel before and was very upset. I had booked the room months prior and actually booked it by phone directly through Starwoods (am a member) so I was even more upset because I assume they weren't overbooked months ago and that I should have had priority to the room since I booked in advance. And we were paying for the room - it wasn't free with points or anything. And not to mention with the technology of today that something like this shouldn't even happen in the first place. I feel like this isn't the kind of service I expect from a Starwood hotel and don't understand the point of making a reservation if your room isn't guaranteed.

so anyway I was wondering if this is a common problem with Starwood hotels and if anyone had every had this problem with a Starwood hotel or know of anyone who did. I am now worried that we are trying to save up points for a Disney trip in a few years and wondering if the same thing would happen again (I didn't mind being flexible about the sesame hotel but If I book a hotel for a Disney trip I don't want to be sent somewhere else)

Has anyone had this happen with a Starwood hotel?

Not that I know of, I would be pissed! Funny you posted this today though because I just had a fight with Starwood yesterday re: a different issue!

Re: Has anyone had this happen with a Starwood hotel?

We are starwood gold and have never had this happen to us. I would think that you should have received preferential treatment if you are starwood members. We stay at starwood hotels 20+ times per year and have starwood AMEX.

Re: Has anyone had this happen with a Starwood hotel?

Re: Has anyone had this happen with a Starwood hotel?

Re: Has anyone had this happen with a Starwood hotel?

Message edited 6/19/2013 9:04:50 PM.

Re: Has anyone had this happen with a Starwood hotel?

Posted by Cindyrella

Posted by Bridex100

We are starwood gold and have never had this happen to us. I would think that you should have received preferential treatment if you are starwood members. We stay at starwood hotels 20+ times per year and have starwood AMEX.

We are Starwood preferred and Amex - obviously it doesn't matter to them. The fact that we booked the room months ago should have been the most important reason to give us the room over someone else who just recently booked. But im sure they did first come first serve in case of no shows - which is apparently why there are overbookings - so the greedy hotels don't loose any precious $$

Has anyone had this happen with a Starwood hotel?

I am a Starwood gold member and I also have the AMEX. This has never happened to me but any issues I ave ever had, I have always received great customer service. I always get a quick response and usually end up with free points given to me. I'm sorry you had to deal with this. I did recently learn that each hotel is different and can set their own policies on certain things. I would call starwood directly to complain because they probably don't know that this is a recurring situation with this hotel. As a preferred member you definitely should have received preference. I would also post a review online.

Re: Has anyone had this happen with a Starwood hotel?

I've never had a problem with Starwood (gold member, timeshare owner and AMEX).

Just make sure that you will receive your Starwood points for the stay, even though it was at the Holiday Inn. It is their fault that you had to stay somewhere else, and because you are a Starwood member, should have gotten the room over someone who is not.

I would have fought to stay at the Sheraton.

Has anyone had this happen with a Starwood hotel?

I used to work for a hotel chain and this happens ALL the time. What happened with us is that we had a contract with a certain company to hold say 40 rooms for them. They rarely used all the rooms so we would sell them. Then this company would decided to use all their rooms and we would have to place the other guests. Double dipping.

I would call Starwood's customer service and complain. They will most likely give you points towards a few stay.

Re: Has anyone had this happen with a Starwood hotel?