A word of caution to all travellers using Starwood points. We recently used our points to stay at the Sheraton Four points in Norwood, Massachussetts. The last time we stayed at a Sheraton using points was the Sheraton Safari in Orlando, Florida. We had no trouble there and although it was not the nicest of properties, the common areas were dirty, run down, the pool less than clean, and our room okay but with a really tiny bathroom we figured we would try another property to see if there was a difference. We had stayed at a Four points in Cocoa Beach and found that to be nice so we figured try one more time. Well we arrived at our hotel in Norwood to find the room we requested was not available. When I booked I was told at this property it would cost $20 more to upgrade to a double as a family of four that was important, it seems they only offer one queen bed rooms. I agreed since no property was closer to where I needed to be. I went up to my room thinking there would be a double, I opened the door to what was about the size of a small New York hotel room. Back down we went and only after carrying on did I learn that no doubles were available and had not been since January, we booked in March. There were no rooms in the area and I was told one might open up that night if not they would put a rollaway in the room, where I couldn't figure. Anyway one did become available and we split up. They did compensate for that room, but the issues is lack of trust. I have reported the incident to Starwood and they are supposed to be looking into the matter. When I booked this room no one advised me of this problem. Lesson learned: call the hotels directly when booking with points

CBR - I am sorry for your experience; I have never had any issues with booking with points at all - I love SPG and use their point system often. I hope you have better luck in the future.

I'm a bit confused.

So you paid the extra $20 for a double bed room; but when you got to the room it wasn't a double? And you're saying that this hotel does not offer any double queen rooms anymore?

I'm looking at the hotel website and doing a dummy booking (putting in 4 people in 1 room), I am being offered Deluxe room with 2 Queens.

I'm not familiar with the SPG points booking system, but when you booked the hotel back in March, you don't have an option to enter how many people are staying in the room? If you entered 4 people, surely they HAVE to assign you a room with 2 Queens?

No, I did not pay the $20 at the time. I made the reservations via the SPG phone, with a live operator, who told me I would have to pay at the time if I wished to have two beds. I agreed because of the limitations in the area. My issue, though later resolved, is the concern of reliability. If you speak directly to someone they should have correct information. This was not the case and as they were full at check in time they were not helpful until I began to get upset. Unfortunately we did not have a great experience at the four points orlando so they are not looking great in my book. I have stayed at W hotels and Westins which are better, but they promote themselves on great service which doesn't seem to be true consistently.

I have only booked via the website and have not had any issues. I did try to book for a few properties in Europe and found the operator not to be known what they were talking about... I "knew" more about the room configurations then they did (I had 2 children traveling with us and needed to be sure we had two doubles)... we ended up in an apartment ;-)

Ah, I see, cbr.

I never trust any agents I talk to on the phone anymore (regardless if they're hotel agents, airline agents, whatever company agents), simply because many of them don't know what they're talking about or sometimes will just make things up to appease the customers.. I use email and print their responses out so it's in black and white; rather than saying that "I called and spoke to *someone* ..."

I guess if this situation arises in the future, the best is to call/email the actual hotel a few days prior to arrival and state clearly that you need a room with 2 queens.

But it sounds like perhaps booking the room via the website (like MomDDTravel) may be the most reliable way to get what you need.

Lesson learned. I will do things via email and confirm with hotel from now on. FYI - I did speak with them about my displeasure when I returned and there attitude was well we made things right and you did get an extra room so that was that. They did say they would speak to the person I dealt with, but like you all said you need to be careful.

Love SPG and use the points and if there is ever a problem, I call customer service and let them know and they have put in 10-30k for points in my account if things are not right..go to Starwood.com and let them know your displeasure..they have always been gracious and helpful..
Best to you.

Will do. FYI I did respond to a survey where I expressed my displeasure so let's see what they do. I just felt there attitude was a bit cavalier given the current state of the economy. I live in Florida where tourism has been hit hard.

A follow up to this story. I did correspond with Starwood prefered guest corporate. In the end there attitude was twofold. They gave me an upgrade which was not what I wanted. As I said I booked a reward room that was supposed to be a double bedded room for my family, not two seperate rooms doors down from each other. Their reply was that it all worked out. When I went further in my complaint starwood said they can not guarantee reservations. If this is how they reward loyalty I am planning on transferring my business elsewhere.

that is really too bad. I have been so happy with them. I just booked two nights in SF with my points (plus cash) I love that they have the cash/point option.

I also have done what Ksucat did - once - with Marriott and a reward situation and they refunded the rewards straight back into our account.

wow cbr..I would go directly to corporate Starwood in White Plains, NY and ask for the supervisor and tell them you blog for a major travel website and discuss your major displeasure on how you were treated.
This is not acceptable or right..
Don't let them get away with this!