Slightly annoyed at Lagunamar

[susan6103]

We are at Lagunamar for a week and needed to add some extra days before could get into our 2 bedroom timeshare. I found a good rate on SPG website where kids under 12 eat free. however, when I checked in the front desk guy had no clue about it and quite expectedly passed the buck saying the restaurant would know about it. I do have the promo plan right on the reservation printout. At the restaurant no one including the manager is not aware of the promo. So, we have graciously paid for our kids meals and will take this matter up with SPG when we get back home....or should I press the issue here ??? I just don't want to ruin my vacation.

 

[bryanphunter]

I'd call an SPG rep and see who you should talk to at Lagunamar! This perk is worth a few hundred dollars, if your kids eat like my kids!

Most of all..... enjoy your vacation!:whoopie:

 

[jarta]

susan, ... Now you know the offer exists for SPG guests. If I needed a couple of "bridge" days and found a good offer on the SPG web site and verified it at the resort, I'd get in touch with SPG to make the reservation.

Assuming the rooms allotted to the offer are not all taken, you'll get your reservation and the kids can eat for free. And, if you have not ruined your relations with the front desk and it's possible for it to jiggle things around, you may even be able to stay in the same room.

The front desk at Lagunamar is not where you make SPG reservations. The clerks there are trained only know one job - how to check in and check out guests. Out of the US, it may be impossible for the people at the front desk to know all the details of all the types of stays they process. It might not be part of their trainig or responsibility.

An SPG reservation is not an SVN or SVO reservation - or an II reservation - or a direct LMR rental. The salad of acronyms denotes different corporations.

The days in the offer probably are ones from weeks retained by Starwood (SPG) or unreserved weeks released within 60 days of arrival for Starwood (SPG) to rent as it wishes. The usual limitation for resort stays is that one offer cannot be combined with any other offer. Starwood (SPG) has the right to make whatever offer it wants for the time slots Starwood (SPG) controls.

(As an aside, I would like to know if the resort shares in the restaurant revenue [I think Starwood runs that operation and keeps the profit, if any] or if any reimbursement to the resort for "free meals" for kids was negotiated away based on the economy.)

Since the SPG offer suits your needs and you like it, grab it! And, enjoy your 3 stays at Lagunamar. ... eom

 

[DeniseM]

jarta - Your post makes no sense at all.

1) Susan is already at Lagunamar and the room she is currently staying in was booked under the Promo Plan before she left home.

2) She already stated that she has the print out of the reservation IN HAND and that the promo is listed on her reservation - they won't honor it.

We are at Lagunamar for a week and needed to add some extra days before could get into our 2 bedroom timeshare....

I do have the promo plan right on the reservation printout...

So, we have graciously paid for our kids meals .

And, if you have not ruined your relations with the front desk and it's possible for it to jiggle things around, you may even be able to stay in the same room.

This snide remark, trying to make it look as if the OP is at fault, and Starwood is not, is typical for you, but totally out of line.

 

[jarta]

DeniseM, ... Sorry, I thought the double negative meant the restaurant was ready to honor the promo and the problem was the front desk.

"At the restaurant no one including the manager is not aware of the promo."

I thought Susan had printed up the page from the promo from the web site to show it to the front desk. I was wrong.

I think the right thing to do is stop by the front desk, ask for a copy of charges on the room so far and, if charges for the kids' meals are on the bill, to call SPG directly and negotiate a refund of part of the meal charges. I don't think many guests don't place resort charges by using the room key. So, the charges should appear there if they were incurred. If the promo is right on the reservation confirmation, I don't see why the reservation confirmation would not be honored by the resort.

I'd go straight to the administrative offices of the resort, ask to see the manager, show him/her the reservation confirmation and ask what's up! Might be nice if the original post is printed up and shown too. ... eom

 

[clsmit]

Definitely go up the management chain at Lagunamar now to get it straightened out. Because you have a "hotel" stay and a "timeshare" stay there may be some confusion. The kids eat free deal would only be good for the "hotel" stay, which I think you realize. The front desk person probably didn't know how to handle that.

Have a great time!

 

[C30NY]

We had a problem with star points for our stay and Christie Griffiths (Director of Marketing) resolved it all when I contacted Carlos Gonzalez (property manager). Ask for Christie or Carlos and they should be the right level to fix it.

 

[levatino]

This is something i suspect can get resolved with persistence and ensuring you speak with the manager, particularly if you are a starwood owner.