[update] HRA: Discrepancy between Owner Services and Resort Mgr. on roll-away beds

[DeniseM]

This is just a heads up if you are heading to HRA and have requested a roll-away bed.

A recent HRA visitor reported that when they checked into HRA, the front desk would not permit them to have a roll-away bed in their 3 bdm. lock-off. The guest asked to speak to the mgr., and he confirmed that it was not allowed. Unfortunately, this meant that one of the guests in this party had to sleep on the floor, because they expected to get the roll-away bed.

The bed was requested when the reservation was made, and Owner Services had assured the guest that a roll-away was permitted in a 3 bdm.

I followed up on this, and Owner Services still insists that guests can request a roll-away in the 3 bdm., and the small 2 bdm. - however the resort mgr. states that they are not permitted in those units.

This may be a big inconvenience for guests are expecting to get a roll-away.

 

[tschwa2]

The dedicated 2 br sleeps 6 is 880 sq ft. It is just about the same size as the premium 1 br (862) that sleeps 5 with the roll away or 4 without. Even keeping the couch as a couch and not folding it out as a bed, it would be a very tight fit. Still they shouldn't be giving out contradicting info.

 

[DeniseM]

I'm not disputing that - my issue is with Owner Services stating that you can request a roll-away, and putting that request in the reservation notes, and then finding out at check-in, that it's not permitted. Owner Services needs to get the facts straight.

BTW - you CAN get a roll away in a one-bedroom premium, but not the small one bedroom.

FYI: The resort mgr. said the Fire Marshall made this change 3 years ago, but it appears that the resort did not inform Owner Services...

 

[HarborsideHappyGirl]

The same thing happened to us on Week 50. Eventually we got an air bed, but it was an argument because they presumed we would have more than 10 in the rooms... when in actuality - two teenage boys just didn't want to sleep in one fold-out couch.

 

[suzannesimon]

What was the rationale for not allowing it in a3-bedroom?

 

[Joshadelic]

Slide one of the maintenance guys $20 and ask them to bring it to the room. Problem solved.

 

[tschwa2]

What was the rationale for not allowing it in a3-bedroom?

I would imagine the rationale would be that they don't allow an extra bed that would bring the number of beds beyond the maximum occupancy. The only unit that can get the roll away is the premium 1 br that has a maximum occupancy of 5 but bedding for 4. If you are adding the roll away to the lock off 2 br you are still adding it to the premium 1 br side.

The 3 br has a maximum occupancy of 10 and existing bedding for 10. The 2br dedicated unit has a maximum occupancy of 6 with bedding for 6.

Even though this may have changed 3 years ago, I tried several searches and I didn't see any old posts on TUG or anywhere else where anyone mentioned adding the roll away to the dedicated 2 br or the 3 br. All of the posts have been about the 1 br deluxe and 1 br premium, or the 2 br lock off.

 

[DeniseM]

I am not trying to say whether they should or should not allow a roll-away in any particular unit.

My point is that Owner Services and the resort should both know what the rules are, and follow those rules.

 

[HarborsideHappyGirl]

the resort should both know what the rules are, and follow those rules.

Fully agree!

 

[tschwa2]

I totally agree too.They should give correct info. And although this may be a new one that Owner services gets wrong, it is just one in many. I own 4 Starwood units and Owner services probably tries to give me incorrect information about one thing or another 20-50% of the time I have to contact them.

 

[DeniseM]

I own 4 Starwood units and Owner services probably tries to give me incorrect information about one thing or another 20-50% of the time I have to contact them.

Exactly - that is the same experience I have with them. And they make sloppy mistake on little things - like the spelling of a guest's name.

 

[tschwa2]

A question on the roll away bed issue. Are there any Starwood resorts that have and allow a roll away in units that already have existing bedding for the maximum occupancy for guests who don't want to share a bed or a sofa bed or are all of the units that have and allow roll aways already designated for one additional person?

 

[DeniseM]

Yes - At the Westin Ka'anapali and Westin Princeville, they allow a roll-away in the one bedrooms, and the two bedrooms, but not the studios.

 

[Ken555]

I will be requesting a rollaway at Harborside in a 2-bed, and I can't imagine why there would be a problem as long as I do not exceed the number of people authorized to be in the unit (we will likely have less).


Sent from my iPad

 

[suzannesimon]

They should clarify the policy. I've seen people advertising 3 bedrooms there with occupancy of 11.

 

[tschwa2]

Yes - At the Westin Ka'anapali and Westin Princeville, they allow a roll-away in the one bedrooms, and the two bedrooms, but not the studios.

Are the 1 br's a maximum occupancy of 4 or 5?


According to Starwoodhotels.com even the studio has a maximum occupancy of 5 adults and you can get a roll away for no extra charge and one for a child under 17 for $15 per night.

Terms & Details

THE WESTIN KA'ANAPALI OCEAN RESORT VILLAS
6 Kai Ala Drive
Lahaina
Maui, Hawaii 96761 United States
(1)(808) 667-3200
1 Room, 5 Adults
Deluxe studio villa with island view: King + Queen Sofa Bed, Non-smoking
480 sq ft / 45 m²
Heavenly Bed & Bath
Whirlpool
Kitchenette
Non-smoking
Check in: 01/10/2015 - 4:00 PM
Check out: 01/12/2015 - 10:00 AM
Rate Description
Endless Escape. Enjoy an Endless Escape with our room-only Endless Escape Rate
Room Rate Total for your stay: USD 1,332.00
Taxes: ROOM of 9.25% Per Room / Per Night is not included in the rate.
SALES of 4.16% Per Room / Per Night is not included in the rate.
Extra Charges
Note: At this hotel guests 17 and under are considered children. All other guests are considered adults.
Extra rollaway: No charge
Child rollaway: USD 15.00 per rollaway/per night.
Crib: No charge
Note: not all rooms may be able to accommodate rollaways or cribs. Please contact the hotel directly for more information.

So see it isn't just owners services. It's Starwood in general that has no clue.

 

[DeniseM]

Are the 1 br's a maximum occupancy of 4 or 5?

Not including roll-away:

1 bdm. = 4 (as stated on confirm)

2 bdm. = 8 (as stated on confirm)

But it's confusing, because they do permit the 5th/9th person with a roll-away.

 

[RALnGA]

At Harborside the number of maximum occupants per room equals the number of wristbands you will get ...you will only get wristband for the number of people you have in your party,but not more than the maximum number your room size accommodates ...1 bedroom premium is the only room that allows a rollaway bed, it can accommodate 5...1 bedroom deluxe =4 max..2 bedroom=6 max...2 bedroom lock-off =9 max...3 bedroom =10 max... "YOU" do not go and get the wristbands for your group.. the staff puts them on each guest,hence no one can sell them to anyone else...those wristbands are like GOLD....

RAL

 

[Chrispee]

According to Starwoodhotels.com even the studio has a maximum occupancy of 5 adults and you can get a roll away for no extra charge and one for a child under 17 for $15 per night.

Can someone clarify what a "child rollaway bed" is? I was just at WKORVN a couple of weeks ago and got a rollaway for my son, but was not charged the $15.

 

[DeniseM]

They don't charge for a roll-away at the Starwood Hawaii resorts, with timeshare reservations.

This quote is from the Starwood HOTELS website - not the timeshare website, so the fee wouldn't apply to your timeshare stay, but I can't imagine why the occupancy would be any different. :

According to Starwoodhotels.com even the studio has a maximum occupancy of 5 adults and you can get a roll away for no extra charge and one for a child under 17 for $15 per night.

 

[RALnGA]

Harborside is NOT like any other Resort...or Hotel ...ITS ALL ABOUT HOW MANY WRISTBANDS YOU RECEIVE FOR ENTRANCE INTO THE ACTIVES AT ATLANTIS!!! it's what Cruise Ship people pay over $100 per day for, while in Nassau...
The Premium room is the only room that a rollaway bed can be added ..and it cost $5 extra per night..and the only way you get Premium 1 bedroom(can sleep 5) is by itself or with 2 bedroom lock-off(which is a 1 bedroom Premium + 1 bedroom Deluxe-can sleep 9)

RAL

 

[okwiater]

We stayed at Harborside twice -- first in a 3 bedroom lockoff and subsequently in a 2 bedroom lockoff. Here's the rub: both units are almost exactly the same size and layout, the only major difference being that the 2 bedroom unit has a dedicated dining area which is "converted" to a bedroom in the 3 bedroom unit.

We requested and received a rollaway bed in the 2 bedroom unit without any hassle, but I can't imagine trying to jam one into the 3 bedroom unit. The rollaways are generously sized and won't easily fit into small spaces. If I were an owner at Harborside, I would be glad about the new regulation, since I imagine rollaways would significantly increase wear and tear on undersized units.

 

[Ken555]

We stayed at Harborside twice -- first in a 3 bedroom lockoff and subsequently in a 2 bedroom lockoff. Here's the rub: both units are almost exactly the same size and layout, the only major difference being that the 2 bedroom unit has a dedicated dining area which is "converted" to a bedroom in the 3 bedroom unit.

We requested and received a rollaway bed in the 2 bedroom unit without any hassle, but I can't imagine trying to jam one into the 3 bedroom unit. The rollaways are generously sized and won't easily fit into small spaces. If I were an owner at Harborside, I would be glad about the new regulation, since I imagine rollaways would significantly increase wear and tear on undersized units.

A 3-bed, from what I understand, is simply the combination of a 2-bed non-LO and a corner studio.


Sent from my iPad

 

[DeniseM]

Harborside is NOT like any other Resort...or Hotel ...ITS ALL ABOUT HOW MANY WRISTBANDS YOU RECEIVE FOR ENTRANCE INTO THE ACTIVES AT ATLANTIS!!! it's what Cruise Ship people pay over $100 per day for, while in Nassau...

That is not the point of this thread We are not talking about occupancy, we are talking about roll-away beds.

This is the problem:

-Reservations is telling guests they CAN have a roll-away.

-The resort is telling them they CANNOT have a roll-away.

We are not asking them to change the occupancy, we are asking for Owner Services to know and apply the rules correctly.

 

[okwiater]

A 3-bed, from what I understand, is simply the combination of a 2-bed non-LO and a corner studio.

Right, but a 3-bed also shares virtually the exact same footprint as a 2-bed lockoff. As such, the 2-bed lockoff has a spacious "large 1-br" side, but the 3-bed lockoff has a cramped "2-br" side. It's a terrible idea to allow a rollaway in that unit.