Can't upgrade! SWAN club level already sold out!

[MichiganMommy]

Hello everyone. Does anyone have any suggestions for me? We have a reservation to stay at the SWAN for 2/24-2/28. I got a Starwood AmEx card and just accumulated enough points to upgrade us to club level for 4 nights. I called for the upgrade and was told that club level was "sold out" for the nights we are there. The Starwood person told me to call back 5 days prior to our arrival to see if there was any availability. She said we could ask again at check-in. I'm really bummed. The only reason I got the starwood AmEx was to get upgraded to club level for this trip - mainly for the free breakfast. It sounded really convienient. We are typically cereal/bagel/fruit breakfast eaters anyhow so it would have been perfect for us. What are my chances of being able to upgrade 5 days prior? Or at check-in?

 

[kathmzh]

I haven't been there yet, so I'm not speaking from firsthand experience -- but I have researched it thoroughly and from what my research shows me, you are entitled to club priv. with the proper amount of points, even if you don't get a room on that floor. I would call the hotel directly, and speak with the front desk about this. Good luck, and let us know what happens!

 

[dreamflight99]

Have you tried the Dolphin? If you are not 100% SET on the Swan, the Dolphin may have CL available during your stay. It's worth a try. And, you can always KEEP calling and checking, as folks cancel within 48 hours prior to arriving. Good luck.

 

[idontknow]

I hate to say it, but I don't hold much faith in them. I ordered a GC for Avis the end of Oct and still have not received it. I have called twice and they keep giving me a run around. We have just come back from our vacation, so the GC is useless to me now. I redeemed some of my points this way because I could never use them for the upgrade, either. We had a family reunion and booked 5 rooms for 5 nights. I could only get credit for 3 rooms because of their policy. (I can handle that) But, I charged $800 to our room just for the points and I never got the credit. They used 3 other rooms instead of my room and 2 others. It clearly says in their agreement that the room you stay in is the room you will get credit for. After all of those rooms for all of those nights, I didn't even get enough points for one free night. Lots of people love the points accumulation system here, but they seem to drop the ball a lot. I really like the location of the hotels, but I won't stay there because of the perks anymore. They have to have a really good price or I will stay elsewhere.

Good luck and I hope you get your upgrade when you check in.

 

[kaitlynangel]

Unfortunately, you must be persistent and get the points credited properly. The SPG program is a wonderful program and if you contact the corporate office of Starwood Directly they will make the corrections. You are right, with 3 rooms for 5 nights and $800 in charges to the room you were staying in you do deserve the points that with the $800 alone would give you a large amount of points toward that free night. (at 3000 pionts you have a free night at a Four Points by SHeraton at the very least), PLease write to Starwood directly and Fax your letter for quick response, They don't want to lose your business and they really shouldn't they do have a great program, with new promotions all the time.

Starwood Hotels and Resorts Worldwide, Inc.
1111 Westchester Avenue
White Plains, NY 10604
Phone (914) 640-8100
Fax (914) 640-8310

Barry S. Sternlicht
Chairman and Chief Executive Officer

Via Email: (click on this link or cut and Paste)
http://www.starwood.com/corporate/contact_us.html

Starwood Program:
Customer Contact Centers
United States 888-625-4988

Direct Number:512-836-5300
Texas, USA

 

[idontknow]

Thanks for all of the info! Amazingly, I still have all of the original bills for the rooms. I was so upset that no one would do anything to correct the problem and now the problems with the GC.

MichiganMommy, sorry about hijacking your post. I didn't mean to. Is there a day that rooms go back into the system? Maybe it would be worth it to call them on those days.

 

[DisneyVa.]

Dear MichiganMommy,
We too had enough points to upgrade to club level at the Swan. We arrived at the Swan on 12/30/02 for a 5 night stay. There were no rooms on the actual "club floor" on the 12th floor. So I asked at check in; "Could we just stay on another floor and have use of the club services." Sure no problem they said. If you don't mind being on a different floor, You can still have the great morning offerings for your family. We even stopped by for a couple of nights and ate almost enough to count as our dinner! Also when we were there we really wanted a refurbished room with the new beds and the 6th floor was as high as they had completed. Our room was 654. By the way, a lot of other people must do what we did because at the sign-in at the club lounge there were a lot of different room numbers on other floors as well. Hope it works out for you.

 

[kaitlynangel]

Rooms go back into the system at the Swan and Dolphin on Friday's, I believe late morning or early afternoon. You're Welcome.

I am reserved to stay the same dates as MichiganMommy, at the Swan, so we'll both be there at the same time, (I am a PLatinum Member of SPG) and I have a CL room reserved, sorry, But I do hope that you will get the CL room, I will hope for you.

 

[kaitlynangel]

DisneyVa is right, she reminded me that there were times that even though I am PLatinum member that I too couldn't get onto the Concierge level because of sell out, but of course I was given Club access, on my room card next to my name they put the following:

Kaitlynangel (CL)
and that indicates you have Club level privilidges.

 

[jruj]

I believe you must wait to upgrade with SPG points until five days prior to your arrival. Make sure you get a conformation of the upgade and points being used. I have always had good luck getting upgrades with points. I think you will be very happy with the Swan. Have a wonderful trip.

 

[MichiganMommy]

I tried calling the SWAN directly instead of Starwood, and I got a very helpful agent. Unfortunately their computers were down so he couldn't help me right then. I'll try calling back this evening. The guy I talked to thought that CL might be available for part of our stay, so I figured I'd reserve those nights and hope that the other nights open up.

kaitlynangel - I'm hoping for great weather for our week!

Idon'tknow - I'm glad you were able to get some info that hopefully will help with your situation. I'll be sure to keep my receipts and make sure that everything gets credited correctly to my starwood acct.

 

[J&J]

When we arrive one time they gave us a room on the 11th floor with the club level. We enjoyed our stay but had to call housekeeping for our bathrobes and the little candy left on your pillow. Funny how little things mean a lot. The Swan is great Call again and check don't wait till you get there. Good luck.

 

[MichiganMommy]

I am very confused. I called the SWAN directly and the reservations agent said that indeed SWAN CL was sold out for our dates. I asked if we could get club privaleges while staying on a different floor. She said no. The club was sized for the number of guests staying on CL. I asked if Dolphin had CL rooms avail during our dates. 2 of 4 nights were available. I thought about it and called back 10 minutes later. Got a different agent. She said that even though Dolphin had CL rooms available, we couldn't up grade with points until check-in. We could only upgrade ahead of time if our whole room stay was paid for with points! It seems like every person I talk to gives me a different story. I am trying to find the one true answer to the following 2 questions:

1. Does Swan allow people to have CL privaleges when they are staying on different floors. Many of you have posted that this happened to you. Did SWAN change their rules, or are they just giving me the OFFICIAL RULES, which are different from what actually happens?

2. Can I upgrade with points and confirm ahead of time? Longer than 5 days? I am a platnum starwood member.

Thanks!

Karen

 

[disnurse]

its my understanding that you can only upgrade with points 5 days prior or at checkin. this is the only info i have ever seen on these boards and i confirmed this last week with a useless call to starwoods.

 

[Eloise@the Plaza]

I used to work at the Swan and Dolphin, not too long ago, even started my career there as a Towers Concierge, before it was mainstreamed and changed to Club Level at the Dolphin.
The policy is if all club rooms are sold out, we did not allow guests from other floors to use the club priviledges.
Reason being: how would you feel, after using your miles, paying extra for the benefits, and staying on Club Level or Royal Beach Club and not having a table to sit at, or there not being coffee or food left for you to enjoy, since guests from other floors are using the lounge.
The club level and Royal Beach Club were designed to accomodate two guest floors and no more. To receive the service and amenities you want, if it is sold out-wait until your next visit.
Have a great stay!

Eloise

 

[Debbie7452]

If you are a Platinum level SPG member then you do not need to upgrade to CL with points at all. It is one of your benefits of being Plat. If I were you I would just wait until check-in and then ask for CL to be put on your room key, regardless of your room location.
I was SPG Gold last summer. I did upgrade to CL with points months in advance, thanks to a very helpful Dolphin reservation agent who facilitated the transaction for me. I realize that this is not the usual policy but it WAS possible. I don't know if it still happens or not. Haven't heard anyone mention doing this lately. I also stayed on the 16th floor with CL privileges. However, maybe CL was not "sold out". I don't know about that part of it.

Anyway, good luck with your quest. I understand how you want everything "nailed down" in advance. I felt the same way. But if you are Plat., then am completely confident they will take care of you. Some people have gotten suite upgrades confimed in advance. I would call the Plat. Concierge phone# on the back of your SPG card. They are VERY helpful. Relax and have fun!