Vent: Booking With Starwood Vs. Swan/Dolphin Directly

[AndyMcV]

Hi Gang

Just want to vent a bit. I phoned Starwood last week to find the best rate I could get for the Dolphin resort for May 29th to June 9th for this year. I don't understand their crummy service. I had the same conversation 2 years ago and finally booked with DU instead of Starwood directly.

Anyway, this year, the person I delt with was not really that nice/friendly. She made me fell like she was to busy to talk and I was bugging the crap out of her. Not that it's super important but it is nice to talk with someone who is supposted to be a customer support rep and actually enjoy the conversation. Anyway... I told her I was an SPG gold member with points to use if needed for an upgrade, I have CAA (AAA) and I was a returning customer. With this I wanted to find the best rate I could.

ANY rate she quoted me was over $240 and most were over $300 per night (including just a standard room). Hmpf. She also tells me that I can't get the 29th as it's totally booked. I also mentioned about using the Allearsnet.com codes and she tells me that I could use them if I wanted to pay for my entire stay upfront. Huh?? Then she starts in with a lame attempt at a sales tactic where she says that for my dates I'd better book now because they are going fast and I may not get the dates I need the next day. Yeah $240 for a standard room, I don't think so. Go away mean reservations person, go away.

So..... with the advice of this board I decided to phone the Swan/Dolphin directly myself. Wow what a difference I talked with Chris at reservations and she was VERY helpful and VERY nice. She was able to find the standard room rate at $169. She also looked at the CAA/AAA discount, checked into my SPG status for discounts or upgrades. and finally had no problem with (and understood) the Allearsnet.com codes. I eventually booked a CL room for $224 for my entire stay. I really felt that she was trying to find the best possible rate for my family and I. At the time too I was not ready to book so I asked if there was any issue in me waiting a few days to confirm everything before I booked. She tells me there is LOTS of availability and I should not panic. Of course she was right and I booked this week with no problem at all.

What a difference. Never again will I call Starwood to book at the Swan/Dolphin.

Andy

 

[Dis2times]

I just called both yesterday (direct and Starwood) and both told me that they don't have the allears rate available for my dates. Should I call back and push harder? Or do you have the name of the rep you talked to? Maybe she can help me out!

Lisa

 

[Ms. Belle]

I just recently cancelled my reservations at the Swan because of the poor service I was getting from the rep on the phone. I'm an SPG member and they wouldn't give me the allears rate and I was booking for 9 nights and some of my days fell within their value season then some went to peak. Rather than giving me one rate, the rates changed by season, so some nights were higher than others. Then due to the phone rep missing my last night on the ressie, I had to call back, and Starwood wouldn't honor the rate I already had, I again had to book at a higher rate for the last night. I cancelled everything and decided to stay at the Contemporary instead. It ends up being cheaper (no resort fee and valet is cheaper) and I don't have the aggravation of dealing with Starwood.