1. Got 6 nights from 3/10-16 for 870 pesos — probably meant dollars instead of pesos

    Lucky — do you think star wood will honor this?


  2. Looks to be good until the end of April. Of course, the first free time I have happens to be in the first week of May…

  3. i see the 129mxn up top, but the room list has $209 as the lowest. how are you getting the pesos rate to come up?

  4. Made Easter weekend reservation. Flights are spendy though. I’ll need to earn some additional miles!

  5. Deal looks to be dead as of 7:15 AM Pacific. I was just nailing down dates when it changed. Grrr. Thanks for posting it though.

  6. booked 3 rooms for a weekend in Feb…now, need to get my friends to go with and book some flights. Looks like I’ll be cashing in on the new Avios cheap local routes from DFW. But, not booking flights until I know SPG will honor it.

  7. Same here… USD in the reservation instead of MXN. I wonder if they will have the decency to send me an e-mail.

  8. Got my confirmation in pesos for a non-refundable rate. They can switch whatever they want on my reservation page.

  9. My reservations page now says dollars– just curious but they can’t recharge my credit card for dollars instead of pesos?

    Do you think they will honor it, make us pay in dollars or dump some spg points at us?

  10. My confirmation email says the bill will be in pesos. Can they change it to dollars without acknowledging the error? I don’t want the reservation for dollars. Lucky, what do you think/know about this?

  11. I called SPG. The operator confirmed that my reservation was in Pesos and according to her the website just defaults to USD. Not sure if I believe that, but I’ll see what bills to my credit card…although she assured me the reservation would cost me approximately $20 USD (depending on the conversion rate at the time of billing).

  12. No option to cancel? b/c spending $50 for 3 nights and $750 is a big difference and they have to know people are going to want to cancel and not be charged. I have no email yet…

  13. Well, I made sure the card I used would crap out if they switched this over to USD, so I will watch this with interest…

  14. …and I got a letter saying it is now in USD, that implied that the only error was in the confirmation email. I reminded them that the offer page was also in local currency.

    Will see what their response is.

  15. Just got this in my inbox. What do you think we should do?

    Thank you so much for your recent booking at the Westin Lagunamar Ocean Resort.

    Due to technical difficulties with our local systems your reservation could have been confirmed in the local currency instead of US Dollars. We wanted to proactively contact you as soon as possible to alert you and to provide the correct information for your upcoming stay. The correct rate and currency is: Studio $129/Night USD

    Once again, we appreciate your business and look forward to your visit.

    Best regards,

    Kristin Cronk

    ORLANDO, FL 32819


  16. Got the same.

    Thank you so much for your recent booking at the Westin Lagunamar Ocean Resort.

    Due to technical difficulties with our local systems your reservation could have been confirmed in the local currency instead of US Dollars. We wanted to proactively contact you as soon as possible to alert you and to provide the correct information for your upcoming stay. The correct rate and currency is: 01/17/2012-02/21/2012 Room type Studio $127/Night USD

    Once again, we appreciate your business and look forward to your visit.

    Best regards,

    Kristin Cronk

  17. I just did a chat session with a Plat CSR and they confirmed they are showing it in MXN. I even pressed the issue and said it is showing online in USD, even though i booked and got a confirmation in MXN. They said it was MXN and that I should be charged either later today or tomorrow at the latest. Saved the chat as well, in case I need it. Guess we will all see what happens in about 24 hours when they charges start coming through.

  18. Yes…i got the email…same exact wording as above…and actually, mine showed up as a forward…so “Kristin” is just cutting and pasting and forwarding the emails with the reservation number and info about the room you booked changed up a little bit.

  19. Talked to spg and they Reconfirmed twice and told them about the email and she later said that it still shows up in pesos for my reservation // she called the hotel directly and the front desk manager said to give them 48 hours to straighten it out — spg said nO matter what they can’t charge us 129 dollars

  20. They changed the price to USD in my reservation, but they forgot to change the fineprint šŸ™‚

    It still shows: GTD/Deposit Policy:

    MXN 1393.00 deposit is due on 28.11.2011 and will be charged to the credit card provided.

  21. I was contacted by another representative from Starwood Vacation Ownership stating they could not honor the rate and asking me if I wanted to cancel or keep it at the prices they currently have listed. So, for anybody that is worried about having the price switched and then having to pay, you need not worry.

  22. I’m a little confused as to the status of this rate. I’m a non status member of SPG, and received the email from Kristen Crunk at Starwood vacation ownership that others have quoted.

    Is it reasonable to expect that the deal will be honored? Who should I contact at SPG to get this resolved?

    The last thing I want to do is purchase airfare arrive in Cancun and then learn that my rate won’t be honored.

    I’m thinking o contacting the starwood contacts at FT or MP or would it be better to respond to Ms. Crunk?

    I’d appreciate any advice from the veterans!

  23. I responded to Ms Crunk and told her that the rate has not only be confirmed in my reservation, but also from the SPG Platinum desk within a chat. From both I got screenshots, so I dont see a reason why the rate should not be honored.
    If they refuse, I will escalate this case to the BBB ( and I will recommend the same to you.

  24. Got also the other email. Replied to them that they cant do it – because the rate has been confirmed by a customer rep afterwards. Let’s see what will be the outcome.
    @Ryan: Why should I ever been worried about paying something I never bought ????

    Dear Mr. Ben:

    Thank you for your email response regarding reservations for the Westin Lagunamar Ocean Resort. It is very understandable that you would be disappointed by our notification of a system publishing error, although the rate for the accommodations you reserved was quite exceptional. The correct rate of $129USD/night is much lower than the normal rate for the property. As this is indeed an exceptional circumstance, the property cannot honor the rate booked, however, we are pleased to inform you that we can extend the fifth night free to you if you maintain your initial reservation.

    We sincerely apologize for any inconvenience. We also hope you will decide to move forward with your stay at the Westin Lagunamar Ocean Resort at this very special rate. The team is looking forward to welcoming you.

    Please provide a response to this email and let us know if we can move forward in reconfirming your bookings. Also, if we can answer any questions you may have, please do not hesitate to ask. Once again, thank you for choosing the Westin Lagunamar Ocean Resort.


    Carla Smith

    Director, consumer affairs

    t 407 903 4306 M 407 232 0392 F 407 903 4300

    Starwood vacation ownership
    9002 san marco court
    orlando, fl 32819

  25. Thanks to all for the updates. On my end, I have email confirmations, have responded to Ms. Crunk saying that as a long term Plat I expect Starwood to honor the confirmation (no reply yet), and have yet to see the charge on my SPG Amex.

  26. @Ben…i was responding to Augiebball letting them know that based on the email I got, they aren’t going to just switch and make you pay the USD price without you consenting to it. I see your offer is a little different than mine and from a different person. I was only staying three nights for my reservations, and didn’t get offered anything (other than to pay the higher price). I told them no thanks, I want them to honor the price. I have yet to see a charge to my account either.

    I’m wondering, what exactly is the relationship between SPG and Starwood Property Ownership?

    Hopefully there will be some positive resolution for everybody…and I hope that is all of us enjoying the ocean breeze from our balconies in Cancun in the coming months. šŸ™‚

  27. Another update from the Plat Desk. It is very disappointing, that they do not reply on my comments… just sending standard emails. I am now going to file a complaint at the BBB ( and ask everybody else to do the same.

    Funny thing, they asked me to chat with them šŸ™‚ That’s what I did before and obviously got wrong answers… .

    Dear Mr. Ben,

    Thank you for your email.

    To confirm, a rate error for The Westin Lagunamar Ocean Resort had been discovered on the website. As a result, the rate referenced was shown incorrectly as Mexican pesos. The correct currency should have been listed in US dollars. I have forwarded your comments to my supervisor for assistance. Please allow up to 24 hours for a response via email or telephone.

    Mr.Ben, we are always available to assist you; feel free to chat with us online, we can call you or if you prefer simply reply to this email.

    Best Regards,

    Candi Waitson
    Platinum E-Concierge
    Starwood Hotels & Resorts Worldwide

  28. Just got this:

    Dear Mr. BrianToronto,

    In further consideration of the recent currency publishing error for the Westin Lagunamar Ocean Resort Cyber Monday promotion, we are agreeable to extend a significant discount to the nightly rate in the amount of $60.00USD for a studio and $100.00USD for a premium one bedroom.

    We sincerely apologize for any inconvenience and hope you will decide to move forward with your stay at the Westin Lagunamar Ocean Resort at this very special rate. We are pleased to extend this offer until end of day on December 1, 2011 to your existing reservation(s). Please respond accordingly by that date with your desire to maintain your reservation at the new special rate or your cancellation intent.

    Upon your acceptance, your existing reservation will be confirmed and credit card charged accordingly (no charges have been previously applied). In the event you decline this offer, you will be provided a cancellation number via email.

    Thank you for choosing the Westin Lagunamar Ocean Resort.


    Carla Smith

  29. Ladies/Gents,

    I just talked to someone from Consumer affairs and here are two options on the table: 1. pay for the discounted rate $60 2. cancel the reservation. There is no option to leave the reservation as is and I told him to call back tomorrow with a better answer. Like Ben said, I will file a complaint with BBB.

  30. Ben,

    I am trying to file with BBB, there is a bunch of starwood resort entities, which one do you pick to file against at BBB site?


  31. I just received the same email offering the $60 or $100 rate. Any suggestions on how to proceed? Will they offer me anything if I cancel? SPG points?

  32. @augiebball…at this point, you just have to negotiate. Not sure what they will offer. I, for one, am not willing to accept the price they are offering. And, like I stated to them, if I made a mistake and booked a pre-paid room and couldn’t go, I would have to part the seas in order to get my money back, so I’m not exactly letting them off easy. I had a similar issue with Hilton and booking a so called “error” rate just two weeks ago…they did a very good job of assisting out in other ways and I came way very happy with the resolution, and I have no status with Hilton. I’m platinum with SPG, so I expect (or, maybe hoping) them to at least give me the same type of resolution, if not better than Hilton. Good luck.

  33. I gotta say that while I like the idea of a low rate, even in error, to threaten to tarnish someones reputation because of an honest error that seems to be corrected in 24 hours seems pretty harsh.

    Whom among us feels it’s truly the right thing to do when you are the ones who make a mistake.

  34. @beachfan: I do not agree with you: The rate was AFTER reservation confirmed by the Platinum Desk… so what if I had already booked a flight ? Shouldnt I be able to trust the Platinum Desk ?
    And what if you had made a mistake ? Right, they wouldnt care and insist on you paying !

    @mcmugle715: You have to file the complaint for the following:
    Starwood Hotels & Resorts World Wide
    1111 Westchester Ave
    White Plains, NY 10604

    Just search for Starwood and the ZIP Code – it should come right up.

  35. I had booked 6 nights with the cybermonday rate. Got the email confirmation and then subsequent email that not honoring the rate. The first thing they offered wasn’t a deal. But I’m going to take the $100/night counter offer that they sent. It is still a good deal at the end of the day and the fact that they are offering it to try and make right when it sounds like they made an honest mistake is ok with me.

  36. Thanks Ben. Just filed a BBB complaint against starwood. will see how that goes. I would encourage other people do the same thing

  37. Not sure if that will do much good with the BBB. Errors happen, I don’t think a bait and switch type thing. I suppose if I had booked my airfare and could show that proof to Starwood, I might push for more concession from them.

    My complaint was that I would have booked another cybermonday deal somewhere, and I missed that opportunity by thinking i had an awesome deal.

    The deal that they finally did offer is very good, and i think fair outcome at the end of the day.

  38. This from William, Starwood rep on Flyertalk, in reply to my post about whether Starwood would be contractually obligated:

    All I have is this to offer from the web site Terms of Use:…gal/terms.html

    Mis-Communications / Lost Transactions
    Starwood and any other providers of products or services related to this Site are not responsible for communication malfunctions, failures, or difficulties, or lost, stolen, or misdirected, transmissions, messages or entries, or the security of any such communications. Further, Starwood and any other providers of products or services related to this Site are not responsible for incorrect or inaccurate entry information, whether caused by User(s) or by any of the equipment or programming associated with the Site, or by any technical or human error that may occur in the processing of any information related to the Site. Starwood and any other providers of products or services related to this Site may cancel or modify reservations where it appears that a User has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the reservations contain or resulted from a mistake or error.

    You agree that neither Starwood nor any other providers of products or services related to this Site are responsible for any damages that may arise as a result of any travel or hotel arrangements or other orders You request or make on this Site which are not processed or accepted for any reason.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

  39. Ben, honestly, didn’t you think it was likely a mistake fare? Did you really think a foreign hotel was doing something this extreme on cyber Monday?

    You feel that they should honor a mistake fare, but my guess is that you thought from the outset that a mistake fare was likely. And because of the internet, a small mistake is turned into one with big economic consequences for the hotel.

    If you had booked a non-refundable fare, then it would be a different story, but I bet you never book a non-refundable fare within 24 hours of booking a fare you suspect to be a mistake.

    As for what would happen if I had booked a non-refundable airfare, I don’t know. I do know that Starwood, for me, as been the absolute best in terms of treating me (a long time Platinum) of all the hotel chains.

    Society is worse of by forcing all businesses to honor internet mistakes that are corrected within 24 hours that don’t have any financial downside to the other party (other than disappointment).

    If this wasn’t a mistake fare, then why not wait 48 hours to see if it isn’t corrected before posting?

  40. Beachfan, I’m sure stranger things have been offered intentionally. As well as I’m sure stranger mistakes have happened and been honored. I don’t begrudge anyone that jumped on the deal, was excited by it, booked airfare that day, sent off for passports. Or stopped looking for other Black Friday/Cyber monday deals. That said I’m in the camp make the customer happy if possible. It sounds like they have made a real intention to do so. That is why I’m taking the deal.

  41. I was told to take it or leave it, and my reservation was subsequently canceled. I don’t want to stay at the property unless it is an incredible deal, and personally, while the offer of $100 a night for a 1 bedroom is a “good” deal, it is not incredible in my mind. I asked for points and they said no go. So, my issue is that next time I accidentally book a room and it is a pre-paid room, do I get to cancel for my “mistake”? That is my problem, there is no protection for a consumer error, just a business error. Hilton made an error, and I was able to have them make amends by paying for a different hotel than the one that made the error. I thought this was very good of them and I commend them on it. They have the same terms and conditions as Starwood. So, in my eyes, Hilton went above and beyond for me, and I am not platinum with them. Starwood did nothing. Shame on them, and thank you Hilton.

  42. @ beachfan — To clarify, I’m not the person posting as “Ben” above. I always post as “lucky” on here. So at first I thought you were addressing him, but when you ask why I didn’t wait longer to post, it seems you’re referring to me. So I just wanted to clear that up. And by the way, I actually waited more than 24 hours after being made aware of this before posting, so take that for what it’s worth.

    As far as what y’all should do, here are my thoughts (and in the interest of full disclosure, I didn’t make any bookings with this deal). On one hand I think Starwood should honor it. Yes, perhaps the rate was pretty cheap, but it was Cyber Monday. Beyond that, the cost of honoring this seems much lower than the negative press they get otherwise. Furthermore this is a Mexican resort, so chances are that they’d still make money on guests between spa services, dining, etc.

    All that being said, you’re dealing with a large, faceless corporation. You can do whatever you want to complain, though sadly I think it’ll fall on deaf ears.

    Could you take them to small claims court? I suppose you could, but not sure it’d be worth your time.

  43. I wonder what people would do if they drove by a car dealership and the wind had blown the first “3” of $34,500 price of a car. Would they expect the car for $4,500?

    Yes, I realize the hospitality industry is different and a General Manager can adjust fees, upgrades, comp rooms, over issues. But honesly this is a little different. And again, if you were really damaged, ie you can show that you booked airfare before receiving the notice, maybe they’ll give some more consideration to ease the pain.

  44. @ Cancuntime — That’s not really a good example, in my case. It’s like going to a car dealership, seeing the price is $4,500, asking the deal if that’s the price (as many people did), buying the car, and then later having the dealer come back and say “wait, that wasn’t the right price.”

  45. So, after I was told that my rooms would be canceled, I logged back into my account and looked at my reservations that were still there. I still have three rooms, but now, one of the three is showing the total cost of $31 for 3 nights (studio). The other two are showing the much larger USD (1 bedroom). I’m not even sure what is going on here at this point with SPG…my reservation has gone from a so called mistake rate in MXN to a corrected rate in USD, now back to the so called mistake rate in USD. But just for one reservation. Sure makes it hard to decide if i should jump on a good flight deal when they keep going back and forth like this. Anybody else seeing this?

  46. Hi Lucky;

    Sorry, I did confuse Ben’s postings for yours. I don’t feel you necesarily should wait 48 hours before posting, as long as you aren’t advocating the action Ben did in case they decline to honor the rate

  47. @beachfan: there wont be “big economic consequences” by honoring this rate. The costs of an additional occupied room are pretty low and as outlined by lucky, the could make lots of extra cash through food etc. .

    For me, as also outlined by lucky, the difference is really that this deal has been CONFIRMED by the SPG Platinum Desk. So even the General Terms that SPG send to some of us do not apply – because once the rate is confirmed I do not see any reason how they can not honor it.

  48. Mine was cancelled as well — which is fine by me because going to Cancun is my version of hell. No place that I would rather not go – except maybe a cruise – so I am glad that they cancelled it.

  49. I’m accepting the $60/$100 offer from the resort. They are letting me adjust my reservation dates, and they have addressed my concern about it being prepaid for a reservation booked many months in advance:

    “Cancellation: 6:00 PM hotel time on day of arrival. If you cancel after 6:00 PM hotel time on day of arrival, the forfeiture amount will be a 1 night stay plus tax.”

  50. I did the exact same thing as SC Flier. I accepted the increased rate, but asked that they make it a non-binding (non-prepaid) rate. I can cancel up to 6pm the date of my arrival without penalty. I think that is more than fair. If I can find a cheap flight, then the kids get to go to Cancun for Spring Break. If not, no big loss!

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