Starwood Hotels & Resorts Worldwide, Inc.

To whom it may concern,[redacted] expressed concerns regarding a rash he developed, which he believes to be the result of bugs in his guest room at the [redacted]. This is something we as a company take very seriously. The hotel had the room inspected by a licensed pest...

control company, with no pest activity of any kind being detected within the room. [redacted] was advised of the outcome, in the hopes it would reassure him.[redacted] has refused to accept the outcome as it is. The hotel management has alerted their insurance provider, [redacted]assett, to handle this matter further on their behalf. The insurance adjuster has contacted [redacted], though [redacted] does not wish to interact with the insurance provider. He has requested we handle this directly without involving the insurance provider. We have declined that request.At this stage, we have communicated in good faith with [redacted] to address his concerns. We will respectfully decline to refund his Starpoints as requested. However, the opportunity to discuss this matter further with [redacted]assett does remain available to him. [redacted] has the necessary contact information for [redacted]assett to proceed.Best Regards,Zachary A[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-####STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####GUEST EXPERIENCE INTELLIGENCE STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CT, 06902REFERENCE: 2[redacted]33

Dear [redacted]
The Starwood Customer Service department has contacted me regarding your recent stay in [redacted] On behalf of the Front Desk Team, please accept my sincere apologies for accounting issue you experienced during your stay.  As I understand excessive authorization was...

posted to your checking account and you had no choice but shorten your [redacted] vacation. I also understand that upon your early departure a supervisor on duty waived your resort fee. I have contacted [redacted] and in 5-7 business days one night room+tax refund will be posted to your original Credit Card account. Please do not hesitate to email me if you have any questions.  Thank you again for taking the time to bring these matters to our attention.Warm wishes,Olga [redacted]Front Office Manager

Dear Mr. Immenov,
Thank you for taking the time...

to provide feedback regarding your recent stay at the [redacted] New York Brooklyn through the Revdex.com. We appreciate the opportunity to review and address the concerns you have shared.
I am sorry to learn that this experience has impacted what should have otherwise been a refreshing stay with us. Please be assured that I have connected with the hotel management to discuss, as I can understand why you would be upset with the circumstances regarding the bottle of wine which was left. In follow up, it was documented by the housekeeping team that a half consumed bottle of wine was disposed of from the refrigerator as per policy, since perishable goods cannot be kept within the lost and found. It is regrettable that this impeded you attempt to recover the bottle after departure.
Please be assured that we fully appreciate the points you have raised and would, once again, like to offer our sincere apologies for the disappointment you have expressed. Respectfully, the hotel will decline to extend a gesture of goodwill to replace the bottle, as they are not responsible for items left behind in guest rooms, and have followed their policies accordingly with respect to the circumstances. Once again, we do apologize for any negative impression this has left, and hope that you will return for a much more positive experience with us in the future.
We thank you for your patience and understanding, and for the opportunity to review this experience as part of our ongoing dedication to providing a high level of service to all of our guests. Should you have any further questions or concerns, please do feel free to connect.
Best Regards,
Zachary Austin
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpoint
stamford, CONNECTICUT 06902
FILE: 2[redacted]79

Dear Mr. [redacted],
Thank you for taking the time to connect with the office of Helen H[redacted], Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Ms. H[redacted], please accept our apology for your recent experience with the Starwood...

Preferred Guest program.
From reading your concerns, you attempted to book a Sheraton Free Weekend Night at one of our Four Points by Sheraton hotels. Unfortunately, it has not been made clear that Four Points by Sheraton is a separate brand from Sheraton. To add to this, you spoke with one of our Customer Service supervisor. She said she would look into this but never got back to you in the agreed upon time. Mr. [redacted], I can certainly understand why you would think this is unacceptable.
To clarify, Starwood Hotels & Resorts Worldwide does have 10 separate brands including Sheraton, Westin, W, Aloft, Element and of course Four Points by Sheraton. While Four Points by Sheraton does share the Sheraton name and many of the brand values, it is still a separate brand and is treated as such. As that is the case, it would not fall under the Sheraton Free Weekend Night award promotion much the same as Westin or Aloft or any of the other brands would not. It is regrettable that this has not been made clear. Definitely, I will pass your concerns upwards to ensure the appropriate parties are aware of this and wording can be reviewed.
To add to all of this Mr. [redacted], it would appear when you spoke with our Customer Service supervisor she offered you an hours time to call you back. If she did offer that amount of time for follow up, I would say she was being quite optimistic as a request of this kind can take some time. You have my apologies for any expectations that were set but not met as well as your interaction with the next agent.
Mr. [redacted], I can definitely understand that you and your wife are looking to use your Free Weekend Nights. Because of the confusion regarding the awards as well as your experience with Customer Service, I am happy to offer you a gesture of goodwill. Please kindly pass along your Starwood Preferred Guest number as well the name and location of the Four Points by Sheraton you are looking to stay at. What I will then do is place sufficient Starpoints into your account to use at that specific hotel in lieu of your Free Weekend Night Award. After I do that, we would then remove your Free Weekend Night Award and consider it used. I look forward to your response.
Best Regards,
Nicholas S[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T ###-###-#### F ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted], CONNECTICUT [redacted]

From: WP, Consumer Affairs ...

Sent: 27 July 2016 19:49To: [redacted]Subject: Your recent stay with the Sheraton New York Times Square Hotel - Ref. 2[redacted]92 - (MC)
 
Dear [redacted]
 
I hope this email finds you well.
 
Thank you for taking the time to contact the Revdex.com. We appreciate the opportunity to review your feedback related to your experience with reservations and customer service departments. Please accept our apologies for the inconveniences you encountered when trying to enjoy a pleasant stay.
 
In reviewing your case, I have had the chance to connect with both, Marlous and Annmarie. It is my understanding that my colleague Marlous emailed you on the 14th of July. In this email she apologized and also shared your SPG Gold membership benefits. In an effort to regain your confidence in our services, she offered 1,500 Starpoints as a gesture of goodwill. I do also see an update on your file from Annmarie that as advised from Marlous, she confirmed to you the offer of 1,500 Starpoints.
 
I would also like to address you concerns regarding difficulties in connecting with Marlous. The management of the department has confirmed that she was with another customer call that took longer than expected. This is the reason why she could not answer your call before this was disconnected from your end. I hope you understand we engage with customer calls on a daily basis and we might be with another guest at the same time you call.
 
We appreciate how upsetting this misunderstanding must have been for you and as a further gesture of goodwill, we would like to offer you an extra 1,500 Starpoints. Please reply to this email before end of business day on Monday, August 1st, 2016 to avail of this offer.
 
We are grateful for your support and would like to thank you for taking the time to bring this matter to our attention.
 
Best regards,
 
Marc
 
Marc C[redacted]
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because:it doesn't address any resolution to my issues. They also contacted me with the same response. Here is what is responded to them:
[redacted]
Thank you for your response. I assure you at this point due to the runaround I have had, I will not be patronizing [redacted] nor [redacted] ever again. I have made no less than 20 phone calls between the local [redacted] and[redacted]. Each time I was told to contact the other as they were the ones that could release my funding. I have disputed this charge with my credit card and the result of their investigation is still pending. The frustrating part about all of this is that I believe it was a website error and not our error. I called the hotel within 2 minutes of the booking after I realized  the error. I was very rudely informed by the front desk attendant that not only could we not change but they were booked up for the night. Even though I could go out to other web sites and find rooms available at that location for that night. This tells me that well they had rooms they were just refusing to help me. This is not the way customers should be treated. Below you will see the details of our booking. I appreciate your help.
Check-in:
Friday, June 10, 2016 (03:00 PM)Check-out:
Sunday, June 12, 2016  (12:00 PM)Hotel [redacted]I[redacted] 
Regards,
[redacted]
Sincerely,
[redacted]

I called the guest but as he didn't answer, I left a voicemail and asked him to contact me back.
Thank you,
Jeremy Davie

Good afternoon [redacted],
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Thank you for your patience while I reviewed your concerns with the management at the [redacted]
 
I am glad to report that the hotel has refunded the stay. The refund will go through [redacted] to the credit card provided to them. This process can take up to 7-10 days to view on your bank statement. If you do not see it sometimes it is worth speaking with your banking institution as they can see more deeply into your account. If however you wish to reconnect I’ll be happy to do so.
 
Due to the height restrictions at the hotel’s parking facilities, as I understand was the concern your vehicle would not fit where the complimentary parking is located. I was glad to learn that the hotel did offer an alternative. Please know we believe in coaching and educating associates so we are grateful for your feedback.
 
We truly appreciate you letting us explore this further to assist you.
 
[redacted], I hope you have a wonderful day ahead!
 
Sincerely,
 
Taylar H[redacted]
Consumer Affairs, Executive DivisioN
T ###-###-####
Starwood Preferred Guest Executive office
t ###-###-####
FAX ###-###-####
Guest Experience Intelligence
Tell us why here...

To whom this may concern;
Our team originally received this as a review on the Revdex.com website where the hotel name was not specified. The following email was sent:
Dear [redacted]I hope this email finds you well and that you’ve had a wonderful start to your day. Through...

the Revdex.com, your experience with one of our distinctive destinations has been brought to our attention. Please accept our sincere apologies for the disappointment caused by this.Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further.[redacted] I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.Sincerely,   (Ms) Christine N[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISIONThe guest responded at the same time as we received this complaint. As a response to this, the following response has been sent to the guest:
Dear [redacted]Thank you for your quick response and for confirming which hotel this is in reference to. I’m very sorry to learn of the circumstances described and the lack of follow up from the hotel.As of the 15th of December, 2015, the [redacted] is no longer apart of Starwood Hotels & Resorts. Inc. As such, I would encourage you to contact the new management directly. For more information and for contact details, please visit the following link. [redacted] I hope that together with the hotel you may be able to resolve this amicably. We look forward to welcoming you back to one of our hotels in the near future.Sincerely,Chris(Ms) Christine N[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

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]

From: S**...

Executive Office, [redacted] Sent: Tuesday, December 30, 2014 4:39 PMTo: [redacted]Subject: Your connection with the Revdex.com
 
Greetings Mrs. [redacted]:
 
Thank you for connecting with the Revdex.com.   Please accept our apologies for your recent experience with the Starwood [redacted] program.
 
I apologize, through you never disclosed your maiden name.  I have searched by your email address and telephone number, and the account I discovered does not bear your name.  It has a gentleman’s name on it, and possibly belongs to your husband.  Please provide us with the following information so we may assist you:
 
1.       Your maiden name.
2.       If known, your Starwood [redacted] number.
3.       The email address associated with that account.
4.       The email address you used to communicate with Starwood regarding the name change.
5.       The full mailing address on the Starwood [redacted] account.
6.       The legal documents you have to support this request.
 
The name shouldn’t affect your ability to earn Starpoints as long as the account is active.  Also, gifting your Starpoints can be done without an internal transfer.  You would simply need to call Starwood [redacted] and book the room, advising them that you are gifting this reservation.  We require the name of whomever you’re giving this booking to be entered into the system.  You would also need to know the password information to redeem the Starpoints.
 
We look forward to your response.
 
With Kind Regards,
 
[redacted]
Consumer Affairs, Executive Division
 
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]
[redacted]
FILE: [redacted]

Dear Mr. [redacted],
 
Thank you for taking the time to respond to us.
 
It is unfortunate you are unhappy with my offer. To return your Starpoints we would need to see some activity in your account to ensure that you are looking to maintain loyalty to the Starwood Preferred Guest program. It is definitely in our best interest to retain our long-term customers. As you are not fully satisfied with my offer, I am willing to lower the minimum stays to one within the next six months. Please keep in mind that to keep your account active, you will need to have one incident of activity within a 12 month period. This new offer would be in line with that.
 
As previously stated, once your stay posted please let us know and we will happily post your Starpoints. Mr. [redacted], I look forward to your response alerting us to your posted stay.
 
Best Regards,
 
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted]  F [redacted]
 
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted]

Complaint: [redacted]
I am rejecting this response because: the miles have yet to post to my account. 
Sincerely,
[redacted]

To whom it may concern, please see below email sent to the guest:
 
From: WP, Consumer Affairs Sent: 21 October 2016 19:10...

To: [redacted]Subject: Your recent experience with the [redacted] CN
 
Dear [redacted]
 
I hope you are having a pleasant Friday. Through the Revdex.com, your recent experience with the [redacted] was brought to our attention. Please accept our sincere apologies for the inconvenience caused by this.
 
It was concerning to learn what happened to your parents room and how this impacted them personally. Unforeseen circumstances such as these can unfortunately happened. We expect our hotels to act diligently when these occur, but I’m sorry to see that their interactions with you have not been to your personal expectations.
 
Our team has been in contact with the hotel who are very sorry to learn of the impression left by this. On the evening that this transpired, they were in the room and did not observe any clothes being damaged with the exception of one pair of shoes being wet. As a gesture of goodwill, they have shared that your parents room was refunded in full including parking and breakfast. The hotel also decided to refund your room along with your charges for parking and breakfast, despite your room not being impacted. Whilst remaining sympathetic to your concerns, we do respect the hotels decision in this and believe what has been extended is appropriate. Part of the refund will be coming from Priceline directly, as you confirmed your reservation with them. Should this not have been processed, I would encourage you to reach out to them directly.
 
M[redacted] we appreciate the opportunity to connect with you. We hope we’ll have the chance to welcome you and your family back to one of our hotels for a more positive experience in the near future.
 
Sincerely,
 
(Mrs) Christine N[redacted]
Senior specialist
Consumer Affairs, Executive DivisioN

From: WP, Consumer Affairs Sent: Monday, July 21, 2014 5:02 PM
/>
To: XXXXXXXXSubject: Your connection with the Revdex.com
Greetings XXXXXXXX:
Thank you for connecting with the Revdex.com.  Please accept our apologies for your experience with the Four Points by Sheraton [redacted].
We understand you did not stay with this hotel, though you did check in and provide your credit card.  When you do so, an authorization is placed against your account for the full amount of the stay, plus an additional amount.  This is a standard practice in the hospitality industry.  According to XXXXXXX, Front Desk Manager, this information was relayed to you on the 19th of July.  We hope the funds have been returned to you at this time.  We sincerely apologize for any inconveniences you may have experienced.
I do not see a Starwood Preferred Guest account associated with your reservation.  I would like to take a moment to encourage you to visit [redacted] and explore the vast opportunities which wait for you to discover.
XXXXXXX, we look forward to offering you simple comfort in the near future.
With Kind Regards,
[redacted]
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]
FILE: 2[redacted]70

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution(contacting the [redacted] General Manager on my behalf, asking for a one time refund) is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
Document shown to me did originate at the [redacted]. Document originated from the Sheraton. Security guard at [redacted] was made aware of what was going on by security guard supervisor of that hotel area. Document contained your companies name on it. Retrieve video tape of the morning I was there from the [redacted]  since you say your working with them it would not be hard to get a copy and share it with the Revdex.com. You will see a Hispanic guard around 6'2 hand me a piece if paper on front of the reception desk. There was also a black security guard  approximately 5'10 .
Sincerely,
[redacted]

To whom it may concern, please see below.
 
From: [redacted] Executive Office, 00AUS Sent: 21 June 2016 13:35To[redacted]Subject: Ref. 2[redacted]96 - Your Starwood Preferred Guest account
Dear [redacted]
I hope this email finds...

you well.Thank you for taking the time to contact the Revdex.com. We appreciate the opportunity to review your feedback related to your Starwood Preferred Guest account access. Please accept our apologies for the inconveniences you encountered when trying to reset your password.
First of all, it was a pleasure to learn of your tenured loyalty with us. We hope you are enjoying your experiences with us and hope that we'll have the pleasure to welcome you back for years to come.
After reviewing your [redacted] account I can see that the two accounts you have were merged back in 2014. However both accounts kept the same email address. This might be the reason why you could neither access the account online nor reset the password. The system does not allow the same email address in two different [redacted] accounts.
Your account appears now as blocked because there were several attempts to enter an invalid password. I would like to set a time to contact you over the phone so we can unblock the account and provide you with a temporary password. For security reasons the system prevents us from doing so unless the account is verified by answering some security questions.
Can you please advise the most suitable time to contact you? If you can also please confirm if I can call you on the phone number ending by 2300 listed in your account, it would be much appreciated. I'm usually available between 08.30 AM to 3 PM EST Monday through Fiday. Although I may have some meetings scheduled, I may be able to reschedule them if deemed needed.
Thank you [redacted] I look forward to hearing from you soon.
Best regards,
[redacted]
[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

Revdex.com:
I have been contacted by the business representative in reference to complaint ID [redacted] The business representative has agreed to all my requests and credited my account accordingly. I am glad this issue has been quickly solved in a satisfactory manner. 
Sincerely,
Gaspare Benso

Dear [redacted]
 
Thank you for taking the time to connect with the Revdex.com , Inc. Through them, your concerns have been brought to our attention. Please accept our apology for your booking experience with [redacted]
 
[redacted]...

[redacted] your feedback is not indicative of the instinctive service we want you to have at [redacted]  It was disappointing to read of the initial error in your booking and then the subsequent lack of follow up.  We will be following up internally to ensure we are doing the right thing and playing as a team at everyone opportunity. 
On behalf of Starwood Hotels & Resorts Worldwide Inc. we would like to extend a goodwill gesture to you.  We would like to offer a choice of either 16,000 Starpoints or a refund of one night, $300.00 USD.  We kindly ask for a reply with your preference at your earliest opportunity.
 
[redacted] we appreciate you taking the time to share your experience with us. Your comments and patronage are invaluable in helping us identify opportunities for improvement. Input like yours is helping us shape the ideal customer service experience for the future.
 
We look forward to your reply, wish you a great week ahead and Happy Canada Day holiday.
 
Best Regards,
 
Richard B[redacted]
Executive Consumer Affairs
Guest experience intelligence
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpointStamford, connecticut 06902
Reference# 2[redacted]90.