Below is my current experience as a Platinum member of Starwood Properties, your results will probably be worse.
I had booked both The Manhattan and Sheraton Towers across the street. Well, my last stay at The Manhattan was horrible (room falling apart, busted tv, lukewarm water) and go zero response to my email following up my stay. Since the Towers isn't participating in the 2x/3x points per stay, I decided to give Manhattan another chance for my current stay. Huge mistake.
Upon check in, I asked about a Platinum upgrade - no suites, but "upgraded" to a higher floor King bed. (just to throw this in my buddy gets top floor and is gold). Get to the room - it's beside the maid room & service elevator. This is even worse than beside the elevator because every 5 minutes someone is dumping stuff in the room.
So I call down to the front desk to switch - "come down and we'll change your room." What kind of customer service is that? Every time I've had to switch rooms (This would be the 3rd time: once for a busted AC, once for busted outlets) it's "oh, i'm so sorry sir, let me find a new room and send someone up with the keys." Fine, I've got 10 minutes to kill before I have a meeting so I go downstairs. SPG line? Nope, just one line to filter everyone, which it was 6 deep (and only 2 CSR's working).
Get the new room (now double beds) on a lower floor. Well, I don't know what decade Manhattan was last updated, but my bathroom tile is pink. In all, the room isn't bad, except there are no outlets near the desk. Most have the outlets in the lamp which gives you one for computer and one for the phone. I have to pull the desk out, and start unplugging things to get my computer hooked up. Below you can see the vent in my bathroom - it's a solid 1/2 inch of dust/dirt balls all over, no way it has been cleaned this year. I've attached a picture.
Is this place just a stepchild of SPG? Do they not care at all about customers, or loyal SPG customers at that? I want to cancel and go to the Sheraton or Westin TS but don't want to get hit with a cancellation fee. It is sad when I've been treated like royalty at the so called "lesser" SPG properties like four points or aloft.
PS - they serve Maxwell House and have some off-brand bathroom soaps that look like stage props from Designing Women.
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