Last Sunday I wrote about our Dubai stopover on the way back to New York from the Maldives. The plan was to stay at the Sheraton Jumeirah Beach Resort, checking in at 3am using Starwood Platinum’s Your24 benefit. The benefit is supposed to allow you to select your arrival and departure times and this was actually going to be my first time using the benefit. The hotel confirmed the check-in time (as did SPG) and so I thought we were all set…all for 12,000 points.

Screen Shot 2013-12-15 at 8.57.26 PM

Our flight arrived around 130am and we were at the hotel by 230am. We went to check-in but the front desk told us to come back around 830am, 6 hours later. What? I showed them the confirm for a 3am check-in but was told it was impossible and a mistake given that the hotel was oversold and that six guests had been sent to nearby properties. I asked for the manager who explained the situation, apologized, and offered to take our bags, give us some taxi money to explore (explore what at 3am??), and told us he would work to get us checked in by 5am once a few guests had departed. Instead, we opted for some coffee and sat ourselves down in the lobby to wait. I had already been upgraded to a suite using a Suite Night award and of course offered to give up the upgrade in exchange for any available room. In the meantime, I called SPG using Skype and explained the situation. They talked to the same manager and assured me that we would be in a room by 5am and that this would not count as a Your 24 check-in! That was extremely useful as this was Monday morning at 3am, meaning that we would be able to sleep in the room Monday morning from 5am – 10am and then again on Monday night into Tuesday morning. Additionally, we would get our guaranteed 4pm check-out on Tuesday (our flight was after midnight on Weds morning).  While two hours in the middle of the night in the lobby wasn’t ideal, the situation really didn’t turn out to be all that bad!

In the end, not only were we given the room at 5am, but it was actually the junior suite as promised via the Suite Night redemption. Even better, we were given a 6pm check out the following night. That’s a 37 hour stay for only 12,000 points…and a little inconvenience.

The hotel staff and lounge staff were fantastic and the outdoor areas of the property were great. The inside is in need of a bit of renovation, but I’ll have a full trip report next week with full details.

Have you had better luck using Your24? Unfortunately, this is something that was based on individual circumstances and not easily repeatable. I am curious though whether those readers with experience using Your24 and checking in at their promised check-in time are ever offered late checkout or does the hotel ensure your are out at the 24 hour mark?


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Bill December 22, 2013 - 12:53 pm

I must say that I would have been fairly upset with the situation you mentioned. While you did get more or less what you “paid” for overall, you did not get the confirmed arrival time you had “paid” for–and that was the whole point for the Your24 benefit. As a Platinum, with such a delay at such a horrible time of day, I at least would have asked for an extra elite night’s credit or maybe 5000 Starpoints refund for my trouble.

SPG didn’t deliver as it promised for its offer–and to its most elite customers, to boot. If you don’t ask for compensation for such a failure, I assure you that none will be forthcoming. In my experience, when a hotel or airline fails to deliver and I politely ask for reasonable compensation for that obvious failure, I usually get it–or that hotel or airline risks me not returning my business to them.

Yana December 22, 2013 - 1:02 pm

Is this the actual picture you’ve taken from the hotel window? We just stayed there for 4 nights (also coming back from Conrad Rangali Island) and the view was anything but this. Lots of construction going to the side of the hotel, on the water (barges, roped off areas, etc.) and I don’t remember greenery being that thick and nice.

Andrew December 22, 2013 - 2:26 pm

Something is not right in your story. You cannot combine the Your24 and the Suite Night upgrade. It’s in the T&Cs and the website (and platinum concierges) won’t allow you to do both – I’ve tried this before, it can’t be done – confirmed by the concierge.

adam December 22, 2013 - 2:32 pm

@andrew – first time using your24 but we got both via the concierge Colleen

Andrew December 22, 2013 - 2:39 pm

Maybe you have a better concierge than me! 😉
If you have email confirmations I would follow up for compensation!


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