Infuriating and misleading promotion
May 9, 2003 | 7:45 am
#1
Original Poster
Join Date: Jan 2001
Location: Boston, UA 1K & MM
Posts: 1,114
Infuriating and misleading promotion
I received a foldout postcard from Starwood in the mail yesterday, touting special $199-including-breakfast rates at NY's Essex House. The fine print states, "Rates are valid on specified dates through September 28...." The bigger print says, "Please select from these exclusive dates:" 12 weekends and two one-week periods from May 8 through September 28 are listed to choose from. Sounds great!
Silly me. I believed the card. I tried to make reservations at spg.com using the promotion code (CNYSPRING) for any of the three listed September periods. No dice.
So I called the reservations number listed on the card.
"Sorry, sir. The promotion is only valid from May 1 through July 27."
"You mean the September dates are already sold out for this promotion?"
"No, there are no dates that are or were valid after July 27."
"But I just received this card today! And it clearly shows numerous dates through the last weekend in September." (Included dates after July 27 are 7/31, 8/1-3,1 8/7-10, 9/1-7, 9/11-14, and 9/25-28.)
"I'm sorry, sir. I can only go by what the promotion states in my system. It won't let me enter any of the dates you are requesting."
So I hang up and try again. Same result. So much for that weekend trip....
Silly me. I believed the card. I tried to make reservations at spg.com using the promotion code (CNYSPRING) for any of the three listed September periods. No dice.
So I called the reservations number listed on the card.
"Sorry, sir. The promotion is only valid from May 1 through July 27."
"You mean the September dates are already sold out for this promotion?"
"No, there are no dates that are or were valid after July 27."
"But I just received this card today! And it clearly shows numerous dates through the last weekend in September." (Included dates after July 27 are 7/31, 8/1-3,1 8/7-10, 9/1-7, 9/11-14, and 9/25-28.)
"I'm sorry, sir. I can only go by what the promotion states in my system. It won't let me enter any of the dates you are requesting."
So I hang up and try again. Same result. So much for that weekend trip....
May 9, 2003 | 12:30 pm
#2
Join Date: Jul 2001
Location: New York, NY USA
Posts: 186
Why do you automatically assume they are trying to get one over on you? Whatever happened to assuming positive intent? It sounds like a systems and/or internal communications glitch and instead of complaining about it here, why not email Lurker and inquire about what is going on? He has proven himself to be quite valuable in these types of circumstances.
Snowcap
Snowcap
May 9, 2003 | 12:46 pm
#3
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Inquiries are already in progress. 
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
May 9, 2003 | 1:00 pm
#4
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Obviously, an internal problem. Call back and ask for rate plan NYBOOK instead of promo code CNYSPRING. The results will be the same.
In the meantime, a fix has been requested.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
[This message has been edited by Starwood Lurker (edited 05-09-2003).]
In the meantime, a fix has been requested.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
[This message has been edited by Starwood Lurker (edited 05-09-2003).]
May 9, 2003 | 1:48 pm
#5
Join Date: Jul 2001
Location: New York, NY USA
Posts: 186
Thanks Lurker! I rest my case.
Snowcap
Snowcap
May 9, 2003 | 2:41 pm
#6
Original Poster
Join Date: Jan 2001
Location: Boston, UA 1K & MM
Posts: 1,114
My apologies to Starwood and to Starwood Lurker. And my thanks to Starwood Lurker for your efforts.
I didn't assume they were trying to "get one over on me", although I can see how my post might be read that way. I was just frustrated because a Starwood promotion was not working the way it apparently should have.
I don't follow or post often on this board and didn't realize that privately e-mailing Starwood Lurker was acceptable. If there is a next time, I'll know.
I didn't assume they were trying to "get one over on me", although I can see how my post might be read that way. I was just frustrated because a Starwood promotion was not working the way it apparently should have.
I don't follow or post often on this board and didn't realize that privately e-mailing Starwood Lurker was acceptable. If there is a next time, I'll know.
May 9, 2003 | 2:47 pm
#7
Original Poster
Join Date: Jan 2001
Location: Boston, UA 1K & MM
Posts: 1,114
And the substitute code worked. Thanks again!
May 9, 2003 | 3:12 pm
#8
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
No worries, Dave M. It's always acceptable to send me an email if you're having a problem of any kind.
We also don't mind the foobars being posted here...especially when they have a happy ending for everyone.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]
We also don't mind the foobars being posted here...especially when they have a happy ending for everyone.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services
[email protected]