Starwood Hotels & Resorts Worldwide, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear [redacted],
Thank you for taking the time to write to Starwood Hotels & Resorts Worldwide, Inc., regarding Starwood's purported support of [redacted].
Starwood does not make philanthropic donations to [redacted]. Any statement to the contrary is a misrepresentation...

of fact.
We regret any erroneous information you may have seen regarding Starwood's practices in this regard and we look forward to welcoming you as our guest in the future.
Sincerely,
CONSUMER AFFAIRS, EXECUTIVE DIVISION
GUEST EXPERIENCE INTELLIGENCE
T ###-###-#### F ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CT 06902

Complaint: [redacted]
I am rejecting this response because I was not aware that I was required to use the points within a year. I had been into my starpoint rewards several times throughout the year and some months that I was unable to travel due to my wife's medical condition.  I spoke to a representative at some point during that timeframe to explain my issue and I was advised that as long as I accessed the account during the time I was unable to travel, I would not lose my points.  I was given wrong information by one of your representatives and lost my hard earned points. I was planning on using these points during my travels this summer.  Additionally I earned these points by using my starpoints credit card and even paid an annual fee every year for several years in order to earn these points, therefore this translates into actual money being taken away from me.  I understand that you have certain procedures but these points were mine and I want them returned to me in good faith. 
Sincerely,
[redacted]

Our offices have contacted [redacted] to discuss her feedback and re-affirm our support for the hotel. 
The safety and well being of our guests remains paramount in all that we do.
Their guest room was inspected, and no mold was identified. This was...

confirmed by management and the guests during their stay. 
Other guests were encouraged by members within the group to report the same concerns in the interest of obtaining complimentary nights. All rooms in question were inspected, with no mold identified in any of the rooms reported.
The hotel management did refund one night to [redacted] solely as a gesture of goodwill. All further refunds have consistently been respectfully declined, as has the request for any medical expenses. We have encouraged them to follow up with their personal insurance provider regarding such matters, as is right.
The is the final position of both the Sheraton Indianapolis Hotel at Keystone Crossing, with the full support of the Executive Office for Starwood Hotels & Resorts Worldwide.
Thank you.
Zachary
A[redacted]
Consumer Affairs, Executive
DivisioN
T ###-###-####
Starwood Preferred Guest Executive
office
t ###-###-####
FAX ###-###-####
Guest Experience Intelligence
starwood hotels & resorts
One
StarPoint
Stamford,
CT, 06902
Reference:
2[redacted]67

Our office has re-connected with Mr. Wayda. The hotel has confirmed it's willingness to cooperate, but requires [redacted] to initiate the refund to the guest. The guest has been provided the necessary information to proceed, with the support of the hotel management.
Best Regards,
Zachary A[redacted]
Consumer Affairs, Executive Division
T 203-964-6495
Starwood Preferred Guest Executive Office
t 203-964-6494
FAX 203-964-5111
Guest Experience Intelligence
Starwood Hotels & Resorts
One StarPoint
Stamford, CT, 06902

From: SPG Executive Office, 00AUS Sent: 23 June 2016 19:23To: [redacted]Subject: RE: Your Starwood Preferred Guest Account   Dear [redacted]
Thank you for your follow up message with the Revdex.com.   I’m sorry to learn that you remain dissatisfied with our response. Based on the information reviewed, our answer does remain the same. We understand that you may continue pursue this, but do not wish to set an expectation that this may alter the outcome.   Thank you for your understanding.   Sincerely,   Chris   (Ms) Christine N[redacted] Consumer Affairs, Executive DivisioN

To whom it may concerns,The following was sent to [redacted] directly by hotel management:------------------------------------------------------------Good day [redacted]    Your comments to Starwood Corporate Customer Service have been forwarded to us for...

our response.       Please accept our apologies for any inconvenience you experienced because the room you were assigned smelled of smoke.  You also indicated that there was no toilet paper in the room and the sink was clogged.  We appreciate how unsettling this was for you and are disappointed the room was not properly cleaned and inspected prior to your arrival.  We were sold out the evening you stayed with us so, unfortunately, there was not another available room to relocate you to.  We are a smoke-free facility but sometimes guests continue to smoke in the hotel.  We charge a $200 cleaning fee when we have evidence that guests have smoked in the room.  We have reviewed your experience with our Director of Housekeeping to insure the room was restored to [redacted] high standards and your experience is not repeated.         Regarding your comments about the noise from other guests, we are sorry they disturbed you.  Our Security officers patrol the hotel and respond to guest complaints when they are reported.  We are sorry if our staff was not as responsive as they should have been with your complaint.  We have shared your feedback with our Director of Security to insure that our staff is more responsive in the future.    [redacted] again, we apologize.  As a token of our goodwill and per your request, we have requested [redacted] reimburse you for the evening.  Please allow 5-7 business days for the credit of room and tax charges to show in your account.  We hope you will allow us a future opportunity to welcome you in the manner you expect from Westin. If you will contact our Executive Office for your next reservation, we will be happy to give you our special attention.        Be well.       Bill H[redacted]General Manager[redacted]
[redacted]
[redacted]
[redacted]
[redacted]------------------------------------------------------------Best Regards,Zachary A[redacted]Consumer Affairs, Executive DivisionT ###-###-####Starwood Preferred Guest Executive OfficeT ###-###-####FAX ###-###-####Guest Experience Intelligence[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have contacted Priceline, however, they didn't receive the request for my refund in full from the Hotel side. Please confirm with Priceline at###-###-####.
 
Sincerely,
[redacted]

From: Davie, Jeremy...

On Behalf Of WP, Consumer AffairsSent: Monday, March 31, 2014 1:47 PMTo: '[email protected]'Subject: Your concern through the Revdex.com
Greetings Feutral:
Thank you for connecting with the Revdex.com.
I am not able to determine which hotel you have this concern
with; unfortunately the confirmation number you offered is only for
Bookings.com.  Would you please advise the full name of the hotel, the
city, your original dates of stay, and the full name on the booking.  We
will then connect with the hotel to see if we can come to a reasonable
solution.
I look forward to your response.
With Kind Regards,
Jeremy Davie
Consumer
Affairs, Executive Division
t
###-###-####  F ###-###-####
starwood hotels & resorts
One starpoint
stamford, CONNECTICUT 06902
v

Dear Mr. [redacted],
Thank you for taking the time to connect with the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, Inc., via the Revdex.com. Please accept our apology for your recent experience with The [redacted].
Firstly congratulations to you...

and your spouse on your wedding. We wish you both much happiness and a long life together.
We were disappointed to read of your booking experience when adding the second night to your stay. It is not the instinctive service we are proud to offer at [redacted]. We were happy to read the room type issue was resolved, but the sequent billing issue is regrettable. In regard to the smoking fee, we do have a clear air policy at [redacted]. As you stated you did burn candles and incense in the room, this can also cause the levy of such a fee as special procedures are required to ensure the room is returned to our clean air standard. We would expect this to be explained to you, if this is the case. That said, we have connected with [redacted], General Manager, at The [redacted] to request he review your feedback and arrange a personal contact to discuss your feedback further.
Mr. [redacted], let us take this opportunity to welcome you to Starwood Preferred Guest and we look forward to welcoming you for many distinctive stays in the future.
Best Regards,
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted]
REFERENCE# [redacted]

To whom it may concern, 
We have followed up with the Sheraton [redacted] Downtown Hotel and a resolution has been reached. The guest has confirmed his agreement and all parties consider the case closed at this time. 
Kind...

regards, 
Jess
CONSUMER AFFAIRS, EXECUTIVE DIVISION
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

After several attempts, I finally spoke with Marc.  I am appalled at the amount of points they are offering me, 3,000 points when I was promised 15,000 ! 
I will accept half of what they offered me, which would be 7,500 points and be a very upset SPG member. 
Marc nor SPG cares how they treat their GOLD guests.  My family owns almost 7 properties  ($200,000+) with SPG and the treatment they give is unimaginable.
It's hard to belive that SPG allows their reservation agents, etc to give false information (often) and still treat the guests this way. 
An understandable analogy is, they sell you a [redacted] and deliver a [redacted] and tell you too bad.
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]The business has not processed any compensation as they promised.  The last time they had delayed the case until it closed without any follow up so I do not wish to see the same fraudulent event occur again.
Sincerely,
[redacted]

From: [redacted] Sent: Wednesday, September 17, 2014 10:58 AMTo: '[redacted]Subject: RE: Your connection with the Revdex.com
Greetings [redacted]:
Thank you for reconnecting with the Revdex.com.  We appreciate this opportunity to continue discussing your concern.
I did review your Starwood [redacted] account, and I do not see any documentation relating the conversation you have mentioned.  If you have the time, date, and if you recall the name of the associate, we may be able to find the telephone call.  Was it the associate who booked your reservations who you believe made this statement?  Any information you offer will assist us in our investigation.
We look forward to your follow up.
With Kind Regards,
[redacted]
Consumer Affairs, Executive Division &
Starwood [redacted]
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]
[redacted]
FILE: [redacted]

From: SPG Executive Office, 00AUS Sent: 20 June 2016 19:46To: Alex Perez Subject: RE: Your Starwood Preferred Guest Account
 
Dear [redacted]

Thank you for reconnecting with the Revdex.com and for sharing your additional comments.
 
We do have an expectation that our Starwood Preferred Guest members should be familiar with our Terms & Conditions. The expiry date is also clearly listed on your online account, which you should have been able see when visiting our website. Due to this and that your Starpoints have previously been returned; we are unable to return them to you again. Our membership program is free and does not cost anything for our members.
 
Should you require Starpoints urgently, you may avail of the link sent in my previous email where they are available for purchase. We also have several great rates available. Our dedicated reservations team would be delighted to find the best available option for any travels you may be planning. You may reach them by clicking here.
 
Sincerely,
 
Chris
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

The hotel has refunded the amount in question. We have left our contact details for the guest if they wish to reconnect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] has properly returned the 50.00 incidental fee hold on June 12, 2015. I am sorry that I had to contact the Revdex.com to get any progress done or to have any sort of contact with those in the department of that hotel. I'm disappointed because this is not the first time I've felt slighted by this staff. I sincerely hope that there is some looking into with regard to proper customer service, especially at a hotel with such prestige as [redacted].
Thank you for your cooperation. I am satisfied with the end result and ask that this case is closed.
Sincerely,
[redacted]

The following was sent to [redacted] by the hotel management directly on December 20th:
 
Dear [redacted]
 
I tried to reach you via phone...

however I was unsuccessful.  Just wanted to sincerely apologize for the billing error and that upon reviewing your case I have spoken with our accounting department to resolve the error immediately.
 
In summary your prepaid [redacted] reservation will be covering the room and tax charges for the nights of the 16-19th and the only other charge you will have will be for the night of the 15th which was not included in the initial Priceline reservation.  If you have any further questions please feel free to contact us.
Sincerely,
 
[redacted]
Assistant Front Office Manager
[redacted]

To whom it may concern, please note that we have called the member to request clarification of which hotel this is in relation to. Without this information, we cannot investigate this further. We will also be sending a letter to the guest, containing the same information as the email previously sent.
Best regards,
[redacted]
 
[redacted]