Westin Executive Club Level room without lounge access
#1
Original Poster
Join Date: Jun 2007
Programs: CO-plat, SPG-plat
Posts: 1,655
Westin Executive Club Level room without lounge access
I recently stayed at the Westin Lombard Yorktown and was upgraded to an Executive Club Level room. My room key would not open the lounge door. I knocked, and the lounge attendant opened the door. She called the front desk and confirmed that I indeed did not have lounge access.
I inquired in person at the front desk and was told lounge access was granted only with rates that included it. I called the SPG Gold desk, and the CSR confirmed that Starwood has guidelines mandating lounge access for Sheraton Club level rooms but not for Westin Executive Club Level rooms.
Do upgrades to the Executive Club Level room not include lounge access, or does booking an Executive Club Level room does not confer lounge access either? I feel a bit confused I searched the "Sticky" for "Westin" and "lounge" but didn't find an answer.
This was my last stay to become Plat, so the point is moot for future stays. I would like to know Starwood's official policy and the logic behind my incident.
I inquired in person at the front desk and was told lounge access was granted only with rates that included it. I called the SPG Gold desk, and the CSR confirmed that Starwood has guidelines mandating lounge access for Sheraton Club level rooms but not for Westin Executive Club Level rooms.
Do upgrades to the Executive Club Level room not include lounge access, or does booking an Executive Club Level room does not confer lounge access either? I feel a bit confused I searched the "Sticky" for "Westin" and "lounge" but didn't find an answer.
This was my last stay to become Plat, so the point is moot for future stays. I would like to know Starwood's official policy and the logic behind my incident.
#2
Join Date: Feb 2008
Location: Scottsdale, Arizona
Posts: 1,002
Guaranteed Lounge Access at Westin and Sheraton are for Platinums only. The hotel should have given you access, if they were going to put you in an Executive club room, but as a gold they did not have to. Now as a platinum, this should not be a problem anymore
#3
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,031
Guaranteed Lounge Access at Westin and Sheraton are for Platinums only. The hotel should have given you access, if they were going to put you in an Executive club room, but as a gold they did not have to. Now as a platinum, this should not be a problem anymore
#4
Join Date: Aug 2007
Location: San Francisco, CA
Programs: Mucci (for services to Gin), VS Au, SPG Plat, Hilton Diamond, Avis Pref+, Hertz 5*
Posts: 980
As A Gold, I found it to be a total crapshoot. I've been given lounge access with my club room as often as i've not. I've also found that with a little bit of English charm I can usually get the lounge access even if I'm not strictly entitled to it.
But I'm Plat now, so like the OP it is something of a moot point.
But I'm Plat now, so like the OP it is something of a moot point.
#5
FlyerTalk Evangelist
Join Date: Apr 2001
Location: DCA
Programs: AMC MovieWatcher, Giant BonusCard, Petco PALS Card, Silver Diner Blue Plate Club
Posts: 22,298
Whether or not this is permissable -- a club floor room should entitle the (registered) occupants to access to the club. Anything else is just silly, confusing, and leads to unhappy customers. If you don't want to give a guest access to the club then don't put them in a room that makes them think they're going to have that access, or at least be very sincerely apologetic and upfront at checkin to avoid such awkward embarassments.
#6
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
There was a thread a while back with this issue an at Asian property. The hotel used similar logic: we'll give you a room upgrade to club level, but you don't get all the benefits of paid club level. That seems simple enough to me, and manages to serve two interests: it maintains the distinctiveness and monetary value of paying for club level, and gives elite levels a benefit.
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
#7
Original Poster
Join Date: Jun 2007
Programs: CO-plat, SPG-plat
Posts: 1,655
There was a thread a while back with this issue an at Asian property. The hotel used similar logic: we'll give you a room upgrade to club level, but you don't get all the benefits of paid club level. That seems simple enough to me, and manages to serve two interests: it maintains the distinctiveness and monetary value of paying for club level, and gives elite levels a benefit.
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
#8
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Los Angeles & Orange County, CA
Programs: Wouldn't you like to know?!
Posts: 23,822
Whether or not this is permissable -- a club floor room should entitle the (registered) occupants to access to the club. Anything else is just silly, confusing, and leads to unhappy customers. If you don't want to give a guest access to the club then don't put them in a room that makes them think they're going to have that access, or at least be very sincerely apologetic and upfront at checkin to avoid such awkward embarassments.
#9
Join Date: Jan 2000
Location: Ashburn, VA (IAD/DCA/BWI)
Posts: 2,748
There was a thread a while back with this issue an at Asian property. The hotel used similar logic: we'll give you a room upgrade to club level, but you don't get all the benefits of paid club level. That seems simple enough to me, and manages to serve two interests: it maintains the distinctiveness and monetary value of paying for club level, and gives elite levels a benefit.
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
Gleff's solution means fewer room upgrades. Hence the warning 'Be careful what you wish for.'
#10
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,031
As a Gold, this is at least an upgrade in room type. Many Gold upgrades are just a room on a preferred floor, or a slightly nicer view.
#11
Join Date: Aug 2008
Location: West Texas, Chicago, Dallas
Programs: National Executive, AAdvantage Platinum, SPG Platinum, FPC Platinum, Hyatt Diamond
Posts: 397
Whether or not this is permissable -- a club floor room should entitle the (registered) occupants to access to the club. Anything else is just silly, confusing, and leads to unhappy customers. If you don't want to give a guest access to the club then don't put them in a room that makes them think they're going to have that access, or at least be very sincerely apologetic and upfront at checkin to avoid such awkward embarassments.
#12
FlyerTalk Evangelist
Join Date: Dec 2003
Location: MAN and LON
Programs: Mucci, BAEC LT Gold, HH Dia, MR LT Plat, IHG Diamond Amb, Amex Plat
Posts: 13,775
I would have to agree. Why bother "upgrading" to an Executive Club Level floor and not give lounge access. I've stayed at both Sheratons and Westins as a Gold and have been given lounge access when upgraded to the Club Level Floors and Executive Floors respectively. In addition even when not staying on a Club floor I've been given lounge access when asking politely at the front desk if they could do this for me.
This does seem to contradict lurkers recent clarification of policy at properties in the Meridien MRU thread.
#13
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Some properties (e.g. Sheraton Skyline Heathrow) are low rise with a large number of rooms per floor. The "club floor" potentially encompasses half of the hotel. There is no way that the club lounge could ever hold all these guests, hence keeping club lounge benefits for plats or paying club room guests is a sensible policy.
This does seem to contradict lurkers recent clarification of policy at properties in the Meridien MRU thread.
This does seem to contradict lurkers recent clarification of policy at properties in the Meridien MRU thread.
2. Thanks for giving us a reasonable example of when such an exception might be made.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Last edited by Starwood Lurker; Sep 10, 2008 at 5:38 pm Reason: added entire quote
#14
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Just received confirmation that a room on an executive level gets complimentary access to the lounge, regardless if one gets that room by buying it or being upgraded to it, regardless if they are SPG member or not, they should get all the amenities of the room including lounge access.
Hope this helps.
[email protected]
#15
Join Date: Dec 2006
Location: San Francisco
Posts: 407
Good to know this is the case.
Hi all,
Just received confirmation that a room on an executive level gets complimentary access to the lounge, regardless if one gets that room by buying it or being upgraded to it, regardless if they are SPG member or not, they should get all the amenities of the room including lounge access.
Hope this helps.
[email protected]
Just received confirmation that a room on an executive level gets complimentary access to the lounge, regardless if one gets that room by buying it or being upgraded to it, regardless if they are SPG member or not, they should get all the amenities of the room including lounge access.
Hope this helps.
[email protected]