Why won’t Starwood let me change my reservation ?

Helga Esteb / Shutterstock.com
Helga Esteb / Shutterstock.com
Carol Pratt is stuck with three pre-paid nights at a Starwood Hotel. Even though she wants to move the reservation by a few days, the hotel won’t let her without losing all of her money. What’s going on?

Question: I made a pre-paid reservation at the W New York – Downtown. The rate description said it was non-refundable and a penalty would apply for changes. When I tried to change it to a few days later, I was told that the reservation was actually non-changeable, and that should I cancel it, I would lose the money and need to book three new nights.

I contacted the W hotel’s central line and pointed out that the rate description for non-refundable rates stated they were non-refundable and non-changeable. That’s not the same thing as “a penalty for changes,” which is the language in the terms for the rate I had booked.
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Almost lost my eye in Mykonos

Tomas' eye after the incident.
Tomas’ eye after the incident.
Watch where you’re going.

Maybe that’s all Orlan Boston and his fiancee, Tomas, needed to do in order to prevent the accident from happening. They were visiting a friend who was a guest of the Starwood Luxury Collection Santa Marina Hotel last August. After lunch, they headed upstairs to freshen up and order a taxi to the airport.

While Tomas looked down to see where he was stepping, he walked right into an Aloe-like plant with razor-sharp thorns that, Boston alleges, had been improperly pruned.
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Rental car damaged after being cut off by a resort van

When Chuck Berg tried to maneuver his way back to the Le Méridien in Phuket, Thailand, on a recent visit, he ran into a little problem: a rock on the side of the road, which dented the side of his rental car.

Berg thinks Le Méridien should cover the $175 deductible because the accident wouldn’t have happened without an unfortunate series of circumstances to which the resort’s employees contributed.

Today’s “can this trip be saved” case will force us to draw a line between a hotel’s liability and a guest’s personal responsibility. And I should warn you, this is not an easy one.
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