Greg G.
Yelp
The hotel staff and physical plant were above average and provided an enjoyable stay, except check in.
A note for Starwood preferred guests expecting an upgrade
As a platinum, I am used to the terms and conditions of the Starwood Preferred Guest program, which state a platinum guest will be upgraded to the best room available, including select standard suites. I booked a classic room. I stayed at another property the night before, and went to the HPW to see about an upgrade for my stay the next day. The property said they would consider my request, and when I arrived I was told I was upgraded to a suite. It was actually a "Grand Superior" large, city view room. I asked about a lake view suite, and was told there were lake view suites, but one had not been made available to me because the room was not ready at 1315. After less than three minutes, I was told a lake view suite was available. I went to the room, but it was not a suite, nor a junior suite, it was simply a lake view Grand Superior room, though the front desk called it a suite. I asked about booking a suite and was told I could pay for one. I was told the Hotel President Wilson had more than seven junior suites and more than four suites available for the single night I was staying. The front desk manager contacted the next level of authority as I started to open a case file with Starwood corporate, before I could finish the casefile I was told I would be allowed to check into a junior suite, which is still below the terms and conditions of the SPG program. It was stated that they would do that since I was only staying one night, so I could have the upgrade in this one time exception. I did not push for a suite, as the hotel said they have recently reclassified rooms, and junior suites and all other suites are now "Select Specialty Suites" so Junior suites are no longer eligible for upgrade, as they are defined by the hotel to be "Select Specialty Suites." Checking in and trying to receive the benefits that are expected should not be so much effort. Thankfully my girlfriend arrived much later by train, as I spent my first hour trying to get an upgrade and had time to relax before I picked her up. If the hotel has " Recently reclassified rooms so that Junior suites and above are specialty suites," they should have contacted me and let me know. I would have stayed elsewhere. I cancelled my next 7 nights with Starwood as a means of voting with my pocket book. This is just one persons experience. YMMV.