Starwood Preferred Guest Gold Tier Member but Saw ...

Starwood Preferred Guest Gold Tier Member but Saw No Benefit...

I will preface this review by saying I called both the Westin front desk as well as the SPG customer service number during my stay to reach a resolution. I received an explanation of why I received no Gold Membership level benefits, but they did not offer any true, hospitality-level customer service.

The Westin property on Jekyll Island is top-notch. We were in town for a wedding on St. Simons Island, a 31 minute drive away. I specifically chose the Westin property on Jekyll Island because of the SPG association and my Chase Ultimate Rewards site recommendation. Much to my disappointment, the Starwood gold membership rewards were non-existent despite my membership being included with my booked reservation.

Mobile check-in was unavailable
We received no gift upon check-in
There was no bell-hop to help us with our luggage after a super-long drive from Atlanta (they were aware of our long drive in as I had called earlier in the day to have them add that information to my reservation notes).
The front desk SPG Rewards attendant suggested we "try our luck" finding a parking space outside or feel free to use the parking garage attached to the building. There was a Valet clearly marked at the front of the building, and I had to ask if that service was available as the attendant was not stationed there.
They said they weren t equipped for the digital key feature available through the app, although the app states they are
Housekeeping did not service our room (ah, they actually just knocked at 9:21am on the day of departure.)-- I wonder if I will receive my extra SPG points for water conservation!
A room upgrade was unavailable due to them being overbooked. We were in one of the worst positions for full ocean view on the property. Our room was on the side of the building, overlooking a noisy parking lot, almost at the front of the property the furthest away from the ocean, although I booked and paid for a "grand deluxe full ocean-view room."
They did not honor the 4pm extended check-out time stating they had over 140 checkouts scheduled for the day. What does that have to do with me checking out at 4pm?

I am a frequent traveler, but this was my first time using my Starwoods Gold reward status. I saw and received zero benefit from this program and will reluctant to participate in this loyalty program to accrue points in the future.

Needless to say, I am very disappointed. I called Starwoods to voice these concerns in person. They offered the explanation that because I used my Preferred Chase Sapphire ultimate rewards points and booked through the Chase reward site, I was ineligible to receive any of my SPG rewards even though I linked my SPG member number with the reservation (why offer that option, then?). Hilton Honors doesn't have these same stipulations and I've received nothing but exemplary benefits and service from them.

In closing, although I highly recommend the property for the modern property, room comfort and cleanliness, staff hospitality, food quality, and proximity to the beach, I wouldn't recommend the SPG program at this point.