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The Tuscany, New York





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THE QUESTION.....
Is Jan Havenga right to complain ?
Is this complaint fair?
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Jan Havenga

The Complaint

Hi I'm a member of the Starwood Preferred Guest program and have used Starwood Hotels about ten times in the last year, because of this. (Westin, W, Sheraton). They recently sent me a 50% off voucher.
I booked at a W in New York (The Tuscany) for $345. On arrival I realized the small room I was given in a totally under serviced hotel were not worth this price, but let it go as 50% of $345 was probably OK - which meant that my voucher wasn't worth anything.
To my great surprise the $345 was after the 50% were applied. So the room I stayed in was $690 - a compete and total rip-off.
Starwood say that there must have been a misunderstanding between us, but refuse to rectify the situation. The fact that the hotel often advertise rates far below $345 and recently advertised a special offer of $209 (which they had the gall to sent to me as well), i.e. 70% less than what they charged me, is not what I expected of the program.
The program is clearly a rip-off and equal to high street stores that put their prices up and then give you a 70% discount. What a mess!
Regards
Jan Havenga

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