Change in SVN ELITE benefits

[pointsjunkie]

i basically siad the same thing to the person who called me. offer the upgrade at check-in to 4 & 5*s if available. doubt if it will come back. but we can all try.

 

[mariawolf]

Any elite member should be able to upgrade at check in if available!!!!!
Got the brochure in the mail today--spent a lot of money printing/mailing that out--what a waste of money!!!!!!!!!!!!!!! A simple letter telling us we no longer matter to them would have been enough!

 

[duke]

I received the brochure.....5* ELITE does NOT say SVN fee waived.
Is this also a hidden change??????

 

[Transit]

Any elite member should be able to upgrade at check in if available!!!!!
Got the brochure in the mail today--spent a lot of money printing/mailing that out--what a waste of money!!!!!!!!!!!!!!! A simple letter telling us we no longer matter to them would have been enough!

Are you saying Starwood has changed it's position on villa upgrades for elites?

 

[mariawolf]

No I am just posting my opinion about the removal of elite benefits and the fact that they wasted money printing up a fancy brochure when all they should have done was sent a letter.

 

[myip]

? 5 Stars Elite

I received the brochure.....5* ELITE does NOT say SVN fee waived.
Is this also a hidden change??????

Does 5 stars get $99 StarPoint conversion fee waived. Do 5 star still have noon check out?

 

[KOR5Star]

Does 5 stars get $99 StarPoint conversion fee waived. Do 5 star still have noon check out?

Going through the 5 Star brochure section by section...

Automatic Platinum Preferred Guest Membership
This used to be called "Platinum for Life" IIRC. I'm concerned the term changed to something that doesn't sound so long lasting.

Platinum Concierge Service
This is just saying you're SPG Platinum again. It comes with platinum.

Priority Early Villa Check-in (2PM)

Priority Late Villa Check-out (Noon)

Secure Wait list Priority for Stays at SVO Resorts While Keeping Your Confirmed Reservation

Friendship Rewards Program Upgrade
40K Starpoints instead of the usual 20K points.

Exclusive Discounts on Owner Events and Vacation Packages
Woo-hoo. Keep it.

Earn More Starpoints Through Signiture Escapes
5K bonus Starpoints. Overpriced travel offerings. Keep them too.

Partner Preferred Programs
They give your name to "partners" so they can spam you with "offers".

SVN Elite Preferred Rates at TPC Golf Courses
Doh! I'm a tennis guy.

Exclusive Toll-Free Number and SVN Elite Special Services Team
A team dedicated to making the experience feel anything but "exclusive" and making you feel anything but "elite".

SVN Elite Member Travel Services
We're stupid enough to over pay for Timeshare, maybe we're stupid enough to overpay for simple travel services.

Annual Starwood Preferred Guest Starpoints Conversion
Every year conversions.

$99 Starpoints Conversion Fee Waived

New Extended Starpoints Conversion Period
October 1st.

Earn a 10% Premium on Starpoints Conversion

Nothing about the SVN membership being waived. We'll find out when the MFs are due. I'd like to hear the spin about them offering us the unique opportunity to hand over more cash each year.

Call me a pessimist, but the shine is off the apple for me. I can't help but look at the whole thing through a jaunticed eye. I'll be at WKORV in August. I fear I may not enjoy it as much... knowing I've done business with people whose word is worthless.

 

[myip]

Is the only different between 4 stars and 5 stars is:

Automatic Platinum Preferred Guest Membership
This used to be called "Platinum for Life" IIRC. I'm concerned the term changed to something that doesn't sound so long lasting.

 

[zeke013]

Call me a pessimist, but the shine is off the apple for me. I can't help but look at the whole thing through a jaunticed eye. I'll be at WKORV in August. I fear I may not enjoy it as much... knowing I've done business with people whose word is worthless.

Correct me if I'm wrong - but aren't there enough 4* and 5* Elites around to raise hell? Seems like some well-placed pressure from some of Starwood's most loyal customers could get the attention of some of the shot-callers. I realize "selling" your timeshare won't get much attention since they don't care who's paying the fees - but I am surprised there isn't some sort of letter-writing/calling campaign to the CEO.

I would think having 2,000-3,000 of your strongest base contacting you to complain about a policy change would work wonders.

http://www.starwoodhotels.com/corporate/profile_overview.html

Then again, maybe I'm naive.

 

[calgarygary]

Interesting link, I did not realize that Starwood's CEO & Chairman does not have a history in the hospitality industry. Maybe that is why the current direction of the Elite program and possibly of Starwood is moving away from service. It is quite possible that the corporate direction is in development anticipating that growth through acquisitions (hotels) and development (timeshares) will offset any customer loyalty losses that decreases in customer service will cause.

 

[skim118]

Interesting link, I did not realize that Starwood's CEO & Chairman does not have a history in the hospitality industry. Maybe that is why the current direction of the Elite program and possibly of Starwood is moving away from service. It is quite possible that the corporate direction is in development anticipating that growth through acquisitions (hotels) and development (timeshares) will offset any customer loyalty losses that decreases in customer service will cause.

Starwood is still looking for a real CEO; they just a have an interim one because the previous CEO was "fired" in April for having an "inappropriate" relationship(sic) with an employee.

Starwood when it was run and basically built-up to where it is by Barry Sternlicht used to be a customer-centric corporation. Now it is leaderless and the current management is essentially taking whatever short-term measures it can take to avoid being swallowed up private equity groups.

 

[pointsjunkie]

we have been sending letters, making phone calls,and sending e-mails to anyone at starwood that would listen. after speaking to suzanne clark, they are taking all our concerns and complaints, and sugeestions to a think tank and hopefully they will address them. let's give them time. at least a week.:hysterical:

 

[Westin5Star]

It had been about a week and a half since my conversatoin with Suzanne so I emailed her to find out if any changes had been discussed or made. She said that the current policy is still that villa upgrades will never be given. In my conversation over the phone she had told me that she couldn't see Starwood letting a 1BR sit empty and placing a 5* Elite in a studio. However, based on her email this is the new and current policy!

 

[Westin5Star]

My Response To Suzanne Clark

Suzanne,

Thank you for getting back to me. I am sure hoping that Starwood revisits and changes this policy; if even only for 5*s. I’m not sure if you have seen the TUG posts concerning the new HGVC Elite Program. It would appear to me that anyone considering buying multiple weeks and wanting to truly be Elite will give priority to HGVC over SVO. THIS WILL MEAN MANY LOST SALES FOR STARWOOD UNLESS THEY CHANGE THEIR POLICY. Here is the link:
http://www.tugbbs.com/forums/showthread.php?t=49554


Here is one of the comments:
Quote:
Originally Posted by myip
The new elite has 3 level.

Elite Plus
Upgrade to next best unit type at point of check in subject to availability

Hey Starwood!!! While you were busy removing room upgrades for elite members, Hilton was busy adding them. Well at least one company is listening to us. Congrats Hilton owners! You chose wisely.

-nodge

 

[Courts]

Hmmm. A baby is helpless, yet is able to get his or her needs met simply by crying . . . .. What’s wrong with that?

SVO MANAGEMENT INC. holds all the cards here and has elected to make a bonehead decision that renders its current elite program essentially worthless. Moreover, in order to induce sales, IT (not just its salesmen) highly touted this benefit. EVERY ROOM OF EVERY SVO property included one of those restaurant table fold-cards promoting the program. Giant floor to ceiling posters in all of its lobbies touted this benefit. Its web site promoted these benefits and, and yes even its paperwork spelled out the benefits of the program in the form of a signed contract. (For all you legal guys out there, think "Fraud in the Inducement" not "breach of contract" theories)

SVO MANAGEMENT INC. also relied heavily on the whole Starwood tie-in. At every opportunity is says to potential customers, “Hey you can trust us. We’re STARWOOD, one of the largest publicly traded hotel chains in the world. We’re NOT one of those ‘70’s-style timeshare companies. Sure you’ll pay more with us, but we’re STARWOOD!!”

SVO MANAGEMENT INC’s latest antics reveal that they are nothing more than one of those ‘70’s-style timeshare companies. All of you people scolding us for trusting Starwood seem to think we could have seen the sky-blue polyester leisure suits with white shoes they were all wearing under their STARWOOD clothes. Maybe so, but what do we do now?

At a minimum, I think we owe it to potential new SVO MANAGEMENT INC victims to point out all of the polyester, “polo” cologne, pinkie rings and gold neck chains hiding under SVO MANAGEMENT INC’s “blue chip” veneer.

-nodge

If Starwood were in the insurance industry in the state of PA, they would be in deep trouble with all the "inducements" and not delivering. Yes even though it was not spelled out in the FINE PRINT.

From my perspective, their "starpoints makeup" is more of an insult than anything. The whole Starpoints thing are mere crumbs to me.

.

 

[wannagotoo]

So what do we do? I have tried email, calling, etc. We have 4 units purchased at the same location solely based on the benefits we were told we would receive which are now basically 75% gone. What is the next step?

 

[DavidnRobin]

So what do we do? I have tried email, calling, etc. We have 4 units purchased at the same location solely based on the benefits we were told we would receive which are now basically 75% gone. What is the next step?

IMO - not a whole lot unless you want to attempt a class action suit - and based on the contractual text - it may be difficult to find an attorney to take the case.

I would plan on using/exchanging/renting your units and use your vacations and remaining benefits to the fullest.

You can complain (as we all have) and hope they make it right.

oh yeah - do not buy anymore VOIs direct from SVO - and tell everyone who is interested in TSing to buy resale.

****
If this were OZ - all I would need to do is click my heels together 3 times and I would be back home in Kansas.
****

 

[wannagotoo]

Is there any clarity as to how the units are assigned? I called today and was told:
-It is not based on the number of units you own at the property OR status but when you make your reservation
-If you book 12 month out, you can only receive the view type you paid for but if you book 8 months out you can request an upgraded view but it is only based on availability
-Rooms are assigned according to when you booked with no regard to status

Has anyone received other information?

 

[DeniseM]

If you are an owner, and reserve at 12 mos. out, your Resv. is timestamped and your priority for a good location is based on that timestamp. The rest of this thread about upgrades doesn't really apply to one week owners.

So, in theory, if you own ocean view, and you were the 10th person to call in the morning, 12 mos. out, you would be 10th in line for the best view - ocean view. Rooms are not assigned until the night before.

If you book at less than 8 mos. out, you are making a Staroptions exchange and you lose your owner's priority period - in other words, it's like an exchanging in from another resort. You could even get an island view unit. The people that reserved early the first day, should get the best views.

Your mileage may vary!

 

[nodge]

Any benefit with filing ARDA Ethics complaints against Starwood?

Hi Gang,

I’ve got a question (below) about the American Resort Development Association's (ARDA's) dispute resolution practices, but before I ask it let me fill you in on some things I’ve been able to find out about ARDA.

BACKGROUND:

Unless we affirmatively opt out each year, each of us Starwood Owners automatically pay $5 each year to ARDA, whose primary objective appears to be lobbying governments (Feds, State and Local) to favor timeshare development issues.

Near as I can tell, ARDA appears to be run and managed by the big timeshare developers, with Starwood Vacation Ownership’s own (former?) CEO even serving as Chairman of ARDA last year.

Individual timeshare owners like us are not eligible to join ARDA. ARDA membership appears to be limited to timeshare developers and related companies that serve the timeshare industry. These folks appear to meet regularly in Vegas to give each other awards and the like.

ARDA’s web site also offers limited consumer protection information for us. For example, it reports that in order to be a member of ARDA, each timeshare developer agrees to abide by an ARDA regulated "Code of Standards & Ethics" related to consumer solicitations, sales meetings, and administrative procedures. ARDA says that if any ARDA member violates any of these provisions, it will investigate and if warranted sanction the violating company. It would appear that the only sanction it has though is to cancel that developer’s ARDA membership.

I’ve reviewed the “Code of Standards & Ethics” and I’m pretty sure that SVO MANAGEMENT, INC’s at will cancellation of the elite upgrade benefit only months and even in some cases days after inducing new sales with this promise violates many of ARDA’s “Code of Standards & Ethics” provisions.

QUESTION:

In light of the foregoing, here is my question:

Given the fact that the wolves are running ARDA, is there any benefit for us sheep to report these “code of standards & ethics violations” to ARDA?

I suspect that doing so would at least force some sort of written response from Starwood. Who knows, if enough of us filed these complaints (via THIS on-line form by the way), maybe Starwood would have to take notice.

Then again, I don’t know why ARDA would really be all that interested in helping us consumers, particularly against one of its best paying members that has also gotten all of us owners to pay ARDA a little something each year too.

Florida's Bureau of Compliance - Timeshare Section also offers this complaint form which looks promising.

Thoughts?

-nodge

 

[califgal]

I would say anything is worth a try, but it does sound like the fox is minding the hen house!

 

[Henry M.]

Villa upgrades for Elite members

I just got a letter from Starwood informing me about my reservation for WKORV-N next year. It is dated July 20. In the section about "important information about your reservation" it states:

- Particular view categories are garanteed only for Owners of the Westin Ka' anapali Ocean Resort Villas North who are making their reservations during their Home Resort Preference Period 12-8 months prior to the arrival date). Owners reserving less than 8 months prior to their arrival date do not have guaranteed access to their deeded view.

- Ever effort will be made to fulfill your special requests, including villa assignment requests, but requests are not guaranteed.

- Unforeseen events or circumstances beyond our control may result in last-minute changes. As a result, villa assignment or special requests that have been fulfilled will not be released or confirmed prior to the check-in process on the day of arrival.

- Special requests placed by Starwood Vacation Network Elite Members are fulfilled based solely on availability of a vacant villa in the desired upgrade category, once all requests have been processed.

[I take it you can still place special requests as an Elite member and get an upgrade, if available.]

- For security reasons, neither the resort staff nor Owner Services will confirm specific villa assignment prior to the check-in on the day of arrival.

- Changes made to the length of a reservation (changing the arrival or departure date) or to a different size villa (other than releasing one side of the lockoff) will result in a loss of priority in the queue for fulfilling requests.

 

[BradC]

I wouldn't put too much faith in the reservation confirmation comments reflecting current policies. My Harborside reservation, which I just made this month, warns me about construction at the resort continuing through late 2005.

 

[LisaRex]

I wouldn't put too much faith in the reservation confirmation comments reflecting current policies. My Harborside reservation, which I just made this month, warns me about construction at the resort continuing through late 2005.

That's just embarrassing.

Does anyone else envision the SVO reservationists typing out the confirmation letters on an IBM Selectric?

 

[Westin5Star]

Platinum Upgrade Given

My family and I traveled to Colorado last week. We tried to use some StarOptions to stay in Avon but there was no availability. We then decided to stay at the St. Regis Aspen using StarPoints. I had read that the automatic platinum upgrade was not valid at the St. Regis brand and specifically (on Flyertalk) that the Aspen location did not give upgrades to suites. I was very surprised at checkin to have received an upgrade to an awesome 1BR suite. It made a big difference in being comfortable and having some extra room with my two small kids.

I am still shocked that no 3,4, or 5* Elite has posted proof of a TS upgrade since the benefit was taken away a few months ago. I am even more shocked that Starwood is leaving perfectly good 1BRs go unused right next to a 5* Elite (who likely has spent a lot of $ with Starwood) staying in a small Studio. This still just makes no sense to me!

If you have been upgraded at a TS in the past few months then please post the details. If you have been in a studio and not been given an upgrade to 1BR (if you knew that one was available) then please post.