I haven’t yet arrived at the Sheraton Krabi for vacation and I’m already frustrated with the hotel. I booked two rooms at the Sheraton Krabi for New Year’s for 3 nights/4 days. I used a Cash and Points rate and read the terms and conditions very carefully upon booking because many other Starwood properties had notes about a mandatory on New Years’ Eve. One of the primary reasons for booking the Sheraton was that there was no mandatory dinner listed in the terms and conditions. I made the reservations on June 10th, 2012 because I know how quickly hotels book up in Thailand for NYE.
You can imagine my surprise when I got an email on November 15th 2012 from the hotel reservations manager informing me about a mandatory gala and the fee for that gala. The fee is not cheap either – it’s about $200 per person.
I emailed the hotel and expressed my feelings about the fee and informed them that I did not want to pay it since the fee was not included in the terms and conditions. I also provided them copies of the terms and conditions from the online reservations screen and a printed version from my reservations confirmation.
After emailing the hotel, I got a response from them and I was not very happy with that reply. In essence, they said “sorry, but you have to pay, we aren’t making exceptions.”
I’m not asking for an exception to be made, I’m asking them to stick to the terms and conditions of the booking. If there was to be a mandatory fee, it should have been stated in the T&Cs. I don’t think you should spring a $200/per person mandatory fee on your guests if it’s not stated somewhere on the website, in the reservations confirmation, or in the Terms & Conditions. I’ll continue to argue this with Starwood and the hotel, but now I’m in a position where there are no other hotels available in a reasonable price range and without minimum stays required.
I’ve completed 105 nights so far in 2012 and have 28 nights confirmed for the remainder of November and December 2012 – not counting the second rooms I have booked which would add another 8 nights according to the Starwood Preferred Guest T&Cs (you can earn stay credit for up to three rooms per night at the same hotel.) That would bring my total nights at Starwood in 2012 to 133 plus 8 for the extra rooms or 141 nights. I am clearly loyal to Starwood and have been for years. I’ve never had an issue like this before at a Starwood and I’m very disappointed that it’s happening now.
If I hear anything further from the hotel, or Starwood, I will let you know. What do you think? How would you handle the situation?
I received an email tonight from the Hotel Manager at the Sheraton Krabi and he confirmed that due to an error in the booking system, and since I was not notified at the time of booking, he will waive the fee. I am very happy that the hotel re-considered and has agreed to stand by the T&C as they were when booked. I can now look forward to my NYE holiday.