The Westin Times Square NY tells all its Platinums and Golds today that because they're "fully committed", that check-out can only be extended till 2pm. When questioned, they said that it was a new policy based upon availability only.

I called Starwood Platinum Guest Services who said that there is no such thing but when they called the hotel, were told the same thing.

The argument is that "official" check out time is 12 and we're already extending it to 2pm for you. When argued that this is the perk for Platinums, was told, that "other guests" are just as important and that the room I am in has already been sold and needs to be ready for check-in by 3pm.

Basically they're telling me (and other Plats and Golds today) that : "We don't care about you because we have other people coming in. So get out!"

I have never ever encountered such a policy. I know that resorts are exempted from the 4pm late check-out.

Has anyone else experienced this?

 

4pm is based on availability and not guaranteed. If its sold out how would like not to be able to check in till 5 pm?

 

wrong.

plats. have guaranteed 4 PM late checkout unless it's a resort. it's *not* based on availability. this hotel is in violation of spg rules.

 

Not True. From the Terms and Conditions posted on the SPG website:


3. Guaranteed 4 p.m. late checkout worldwide upon request. Late checkout is subject to availability at some resort and conference locations during peak periods.

 

Do not believe this is a "resort" or "conference" property though

 

A previous conversation I had with starwood about this point came down to any property can call itself a conference location.

That said I generally have had very good luck with the 4pm check out.

A more nasty person than I might simply stay until four pm and then dispute the upcharge with their credit card company.

 

this is *DEFINITELY* not a conference location. the heart of Times Square (area) is most definitely a t-o-u-r-i-s-t location. do they even have a conference area in the hotel?

this is a joke.

 

I most certainly agree that this is a tourist destination, not a conference destination. I think they're probably using their proximity to the Javits Center as an excuse -- but, given that metric, EVERY hotel in New York is a conference location!!!!

 

I'm not surprised by Starwood's lack of consistency when it comes to the late checkout. I've been told numerous times that they would only extend until 2pm (especially at DC hotels like Westin Grand).

Forget complaining. You should consider moving your business to another brand, or even better, some of the independent hotels that every big city has.

 

Come on FCTSTY, you should know better that Time Square hotels can considered themselves conference location. When there�s big conference at Javits Center, many Time Square hotels are the conference�s designated hotels and there are complementary buses taking people between Javits and these hotels. Marriott Marquis is one that constantly on the list. I believe one of the conference I attended also list Westin as the designated conference hotel. Of course, I wouldn�t be surprise some hotels take full advantage (or abuse) of this �conference location� exemption, just like we try to get the most out of SPG program. The only difference is we are the customer and we can vote for our wallet.

 

Thanks on the update guys...

Well, I will definitely move my business elsewhere... but honestly, I don't think I will make much of an impact. I've already told them and Starwood Guest Services... but this being New York, the Westin Times Sq certainly did not care.

Simply put.. the hotel is too big to offer consistent service. Front desk check in can be a nighmare sometimes.

 

Just me, but after having experienced 10 a.m. and 11 a.m. check out times at some hotels, I am very appreciative, when due to platinum status a hotel will accomodate a 2 p.m. or 3 p.m., sometimes even a 4 p.m. checkout.

I've always been curious how the hotels can accomodate on this because with check-in being 3 p.m. at most hotels, most platinums being assigned to the same group of upgraded rooms, with those same platinums requesting extended check-out times.

I can see this benefit being eliminated if everyone complains each time that they are denied an extended checkout all the way to 4 p.m. Be careful what you complain about.

 

What's Lurker's take on this? BTW is he well? I have not seen him around lately on FT, but then again, the last couple of weeks on FT have been rather problematic in terms of communication.

 

I'm supposed to be at the Westin TS the last weekend of April. I chose this location basically b/c the lounge is open all weekend, it was new and seemed nice in the Starwood Best of magazing, the location and I didn't care for the W TS the last time I stayed there. Basically I can stay at any NYC property but the St. Regis.

Should I go elsewhere?

 

Well I guess we know where the Freddies Post-Party is being held