As a Platinum SPG member, I booked Sheraton Universal using points. I was traveling with my adult son and made it clear when I made the reservation that I needed two queen beds, and if they had two queens available in a suite upgrade I had 10 free suite upgrades on my account. They told me not to use the suite upgrade because the computer would assign a suite, so they just did a platinum upgrade and reserved the suite with two queens while I was on the phone. I also told them I was celebrating my birthday and doing the VIP experience at Universal (which was awesome. I highly recommend it). Five years ago there would have been chocolates and a nice note in my room just for staying there as a platinum member, but those days with SPG are long gone. Now they don't do anything special, even for your birthday. This time, I got a suite on a low floor with one King bed and a roll away, used coffee cups and water bottles in the garbage, and it was obvious someone has used the sitting area and left notes on the pen-pad. They told me there were no rooms available with two queens and implied I should be grateful they upgraded me to a suite. I didn't care about the suite, I cared about two beds. After a long, physically exhausting week I had promised my son the heavenly bed so I ended up sleeping (or should I say not sleeping) on an uncomfortable cot for my birthday. This is not my first bad experience with SPG when using points. In fact, it is typical. What surprises me most is that I pay for rooms in starwood properties 7 days a week, most weeks of the year. Often there are better hotels available in the area I am in but I stay loyal to starwood because of the rewards program. Then when I try to use the points (usually a special occassion or vacation) I get far worse rooms than what I typically pay for, and I am treated like I should be grateful for the "Freebee." Like I said, this is far from my first bad experience using points, but it is my LAST bad experience. For my birthday I am treating myself to something I have been considering all year, switching to the Hilton. With the number of nights I stay in hotels, I will be Diamond in three months!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Guest, it is certainly disheartening to read of the inconvenience you dealt with and I am very sorry you had to do so. From reading your review it gives us some insight to areas in which we can improve on. Our guests are extremely important to us, and it is important to me that we get a chance to regain your trust. I will be happy to assist with any future visits if your travels bring you back this way. Pease keep me as your contact and thank you again for the detailed information. I appreciate your time and I hope to hear from you again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.