I've been to Hong Kong dozens of times over the years, but never really forked out the bucks to stay in a Waterfront room. So, on this trip, since I've been Starwood Platinum for 2 years, I thought I would try the Sheraton in Tsim Sha Tsui.
The good news is that they hotel is pretty decent and they did upgrade me (when I pushed a little bit) to a nice junior suite with a garden view. I could have had a regular room with a harbor view but I figured I could go up to the executive lounge on the top floor for a good view later on.
Wrong... when I walked into the lounge and grabbed a couple of dim sum and sat down in the chair to enjoy the view I was told that I had to leave. I was not allowed in THIS lounge... this was only for Executive guests. I was sure there'd been some sort of mistake so I patiently explained that I was a Platinum SPG member and that I spend about three months of my life every year in Starwood Properties.
I was told I could not stay but would have to go to the special Platinum lounge on the 9th floor. I was upset -- I didn't even want the free drinks, but agreed to check it out and I took the elevator down to 9th floor. There were no signs or markings to indicate where this "special" lounge was located. I wandered the halls unsuccessfully and gave up. I returned to the "Executive Lounge" and told them I had no idea where this Platinum lounge could be found. A nice young lady escorted me down to the 9th floor and led me through the halls to a room about 40 by 18 feet: no windows, a soda dispensing machine, a minibar-type arrangement with drinks, and a TV blaring in the corner with some jars of cookies. I thanked the lady but told her, quite honestly, that this was insulting. I went down to the front desk and expressed my disappointment and explained that I stayed at Sheratons in Asia in Singapore, Bangkok, Kuala Lumpur and other places and have always been allowed into the lounge on the top floor and treated well.
Long story short, they wouldn't budge, saying that Platinum Guests were not allowed in the executive lounge as they had their own special lounge (a box, basically). The heck with that, I just won't stay there again. I appreciate the upgrade, but the entire experience was diminished by this treatment.
The Sheraton Sukumvit in Bangkok was wonderful, the Sheraton Imperial in Kuala Lumupr and in Singapore were awesome. I love Starwood and have had good luck with upgrades, but this was a new experience for me as far as the lounge for Starwoods top members is concerned.
Review by JPowell.
Posted at May 22, 2006 10:29 PM
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June 26, 2006 3:30 AM. Alfred said:
Hello SPG Members! I am also a Platinum member and stayed some time in the Sheraton Hotel in Hong Kong. They did a lot of things in the last few years, mostly on the nice side. But I had the same experiances. Junior Suites are on the garden side. Or you have a regular room on the harbour side. After the opening of the new lounge for Platinum members I was also disappointed to find a closed room, no views, no windows. There are clearly signs for the lounge. I had the same discussions and other guest in the lounge on the 9th floor did not like the way they handle the Platinum guests. It is time for the hotel to change the policiy as other guests changed to other hotels.
June 28, 2006 10:46 AM. Samuel said:
Good review! Who is the executive lounge for then? i thought Platinum was the highest SPG satus?
June 28, 2006 6:09 PM. John P said:
Samuel - My sense is that the Executive Lounge would be reserved for people who book rooms on that floor (and pay a premium), rather than for "upgrades" for Platinum members. This is clearly atypical.
September 21, 2006 7:09 PM. Richard said:
The lounge you were denied excess is the Tower lounge. Per SPG's T&Cs, Platinum members do not have access to the Tower lounge unless they reserved Tower rooms.
May 16, 2007 2:44 AM. Steve said:
We just returned from a stay at the Sheraton in Hong Kong. I had read reviews on flyertalk in advance and used the advice there to book an upgrade to Towers room for 2500 points/night. It was quite worth it once you get over the fact you can't have it for free as a platinum. We had an uninterrupted view of the harbor, access to the lounge with the same view, and the best part was they threw in breakfast each day (even room service if you wanted it) and you could order anything you want. Towers also had a great conceierge, seperate check in, and just a great feeling of exclusivity. For less than 1% of my total point balance, I'll take that any day of the week. I had no problems with the stay at this hotel. Would stay there again in an instant.