Starwood Hotels & Resorts Worldwide, Inc.

Dear Mr. [redacted]
Thank you for taking the time to connect with us. Please accept our apology for your recent experience transferring Starpoints to [redacted] Airlines.
In reviewing your account, I do see that you made the airline transfer on April 7th. From what you have described, an e-mail was...

sent to you advising of a 4 – 6 day turn around. The Starpoints have still not shown in your [redacted] Airlines account. While I understand that you are upset over this, I do need to look into this further. After looking at your account, I do see that a request to look into the transfer was made. Please know I have asked this to be expedited and hope to hear back from this department later today. The e-mail you received confirming the transfer, was that an automated e-mail or was it sent by an agent you were dealing with? Would you be able to forward that e-mail to me for review? [redacted] I understand this has been a frustrating situation for you. In dealing with the inquiry over your transfer, I have also looked into having your Starpoints returned. Once I hear back from that department, I will let you know.
Your continued loyalty to the Starwood Preferred Guest community is greatly appreciated. It is my hope your next experience with us is much more positive.
Best Regards,
Nicholas S[redacted] EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T ###-###-#### F ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT 06902

From: WP, Consumer Affairs Sent: 17 June 2016 18:18To:  [redacted] Subject: Your reservation with the...

Westin Savannah Harbor Golf Resort & Spa
 
Dear [redacted]
 
I hope that you have had a wonderful start to your Friday. The Revdex.com has made us aware of your feedback regarding your reservation for the Westin Savannah Harbor Golf Resort & Spa. Please accept our sincere apologies for the inconvenience caused by this.
 
I was concerned to learn that your interactions with our esteemed colleagues were not to your expectations. Our Starwood Preferred Guest teams are required to provide the high level of Customer Service at all times. I am sorry if your experience was not a reflection of this. We hope you will accept this as an exception, not the rule.
 
In reviewing your previous feedback with our colleagues, I understand that you had attempted to share screenshots. If possible, we’d greatly appreciate the chance to review these. You may send them to us either to this email address or by fax to the number provided in my signature below.
 
[redacted] as one of our preferred members, I am delighted to have the chance to connect with you. I remain at your disposal and look forward to hearing from you.
 
Sincerely,
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

Good morning [redacted]I hope this e-mail finds you well!Thank you for contacting the Revdex.com, through this channel your...

feedback has been directed to our office for a response. Your Platinum loyalty to [redacted] is very much appreciated and wonderful  to see you are only 4 nights away from our Platinum 100 level! I apologize there has been confusion surrounding  this reservation. It would appear the reservation was adjusted at the property level to a promotion not typically recognized by [redacted], yet the hotel did honor the eligibility. I can confirm those two missing nights have been posted to your account on November 24th following your inquiry.  The starpoints were also posted for a total of 1,028 points between eligible revenue, the Platinum welcome amenity and the [redacted] more for you promotion. I received confirmation from the property that this was successfully submitted for posting. If there is anything outstanding I may assist with further, please do re-connect.Thank you [redacted]Warmest regards,Taylar H[redacted]SpecialistExecutive Consumer Affairs / Starwood Preferred Guest Executive Office 
 
ECA: ###-###-####  [redacted] Executive Office: ###-###-####  Fax: ###-###-####

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.
   THANK YOU for taking the time to contact Starwood Hotels and your assistance in resolving this issue.
Sincerely,
[redacted]

From:
FONT-FAMILY: 'Tahoma','sans-serif'; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-IE"> WP, Consumer Affairs Sent: 19 May 2015 17:00To: [redacted]Subject: Your feedback to the Revdex.com
 
Dear Mr. [redacted],
 
I hope this email finds you well and that you’ve had a wonderful start to your week. Through the Revdex.com, your experience with one of our distinctive destinations has been brought to our attention. I appreciate the opportunity to review the comments you have shared albeit the circumstances which have led you to share your feedback.
 
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.
 
Mr. [redacted], I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.
 
Sincerely,
 
 
[redacted]
Consumer Affairs, Executive DivisioN

Complaint: 10046353
I am rejecting this response because:
 
 
Zachary,
Thanks for your response. While I appreciate you getting
back to me, I have issues with some of the statements that you and [redacted]’s
managers made in the email. First, I’ll address the television service issue. Le
Meridien’s offer of 1 complimentary movie in return for multiple days of lost
TV service is hardly considered an offer of gratitude. They are a 4.5 star
resort that is supposed to supply excellent service to their guests who are
paying top dollar to stay on their property. They did not provide that
excellent service and our efforts to communicate that to both you and Le
Meridian have fallen on deaf ears.
Secondly, I’ll address the food poisoning that I had after
eating at their restaurant. While they did offer room service, the following
statement quoted from your email is a bold faced lie by [redacted]’s managers:
“They have also advised that they offered to ensure you received
medical attention and the proper care which such circumstances would require,
though this was declined.” After several phone calls to the front desk, 2
managers came to our room. They dismissed my illness immediately and claimed it
must be due to jet lag and not food poisoning. My wife specifically asked them
if the hotel had any medicine to help with upset stomach and they said “no.”
She then asked if the hotel guest store had any medicine that we could purchase
and again, they said “no.” Neither manager made any attempt to offer medical
assistance or proper care even though we repeatedly asked for it! If they would
have offered, I certainly would not have declined! The fact that the hotel lied
about their offer of medicine makes me doubt that any sort of legitimate
investigation was done by them to determine if the illness was caused by their restaurant
and points to the fact that they are willing to saying anything to dismiss responsibility
for the food poisoning. I am also very disappointed that throughout this entire
process Starwood has dismissed all of our claims. Without hesitation they have believed
everything the hotel has said to them – essentially making us as customers feel
that our complaints were baseless and unfounded. If Starwood were to ever send
an unannounced representative to the hotel and inquire about medicine, they
would find that there isn’t available at the resort. I feel insulted that
Starwood has taken the hotel’s word on everything up to this point instead of
actually having empathy for their paying customers. This demonstrates that
Starwood does not place any value on customer support.
The fact that other guests were not ill that evening does
not mean that proper food handling techniques were followed when dealing with
my meal. The hotel’s statement that “there is no evidence to suspect that the
food prepared by the hotel was the source of any illness which impacted you” should
not be the determining factor that Starwood uses to make their assessment, and
I would like to say that there is also ‘no evidence’ that they can provide to
assure you that my meal was handled properly. I had a plated meal with mussels
and it would not be out of the question to assume that one particular mussel
was left out or not properly handled. This is not to mention I got ill on the
third day of my stay and had eaten at the hotel’s restaurant for all my meals.
There can’t be any other source for the illness and I don’t believe nausea and vomiting
are a result of “jet lag” as the hotel managers have tried to insultingly
insinuate.
Lastly, I find it rather disturbing that you are siding
with and backing up [redacted]’s managers without hearing my side of the story
directly from me. Customer service should be based on the customer’s experience
and not what the hotel decides to tell your corporate office in order to make themselves
look good. With that said, I do not yet believe that you have done your duty to
rectify the situation and I respectfully decline the offer to receive 18,123 xpf
as compensation. I look forwarding to hearing your response and working with
you to find a fair resolution. However, if Starwood continues to dismiss our
claims as illegitimate, we will be forced to elevate this to the Attorney
General and question why Starwood is not providing assistance to a distressed
customer and closing food poisoning cases based solely on a hotel’s biased
investigation results without conducting an independent investigation of their
own.  
Sincerely,
Ryan Franey

From: [redacted] Sent: 09 June 2015 18:31To: [redacted]Subject: Your Starwood Preferred Guest account
Dear Mr. [redacted],
Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest account. I appreciate the...

opportunity to review the comments you have shared.
I was concerned to learn of your feedback pertaining to your forfeited [redacted]. It’s also unfortunate that you were not able to travel with us for a period of time, but hope you are continuing to heal and wish you all the best on your way towards recovery.
Our membership accounts do become inactive if a member does not stay with us or does not have any [redacted] activity with us within a 12 month period. Subsequently, the [redacted] in the account will then expire. As a member of ours since 2007, we do have an expectation that you would be familiar with such information. Regardless, we hope that ours and our colleague’s interactions may have been of help to prevent this from transpiring again. I would encourage you to visit [redacted] for additional information regarding Starwood Preferred Guest.
Based on your loyalty with us since 2007 and with understanding of the circumstances you have shared, we would be delighted to make an exception for you. Should you have an additional 5 eligible paid stays with us by the 9th of October, 2015, I would be happy to return your remaining [redacted]. Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you.
Mr. [redacted], we are grateful for the time you have taken to share your feedback with us. If you have any questions, please feel free to let me know. We look forward to welcoming you back to stay with us again.
Sincerely,
 
[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

Good evening,
I waited several days for a call as promised.  I never received a call.  Im rejecting this complaint.  I will request arbitration.  My attorney has also suggested small claims court.  To add to this complaint my room wasn't ready when I initially checked in.  So, I was provided wrong information, provided suggestions for a romantic night, had to file a complaint to get the correct room, accused of smoking and now I'm being told candles are the equivalent of smoking after I was told I could use candles and roses. 
Although I was promised a call that I never received, I would like to negotiate a resolution.  I'm willing to reduce my my refund request by 50%.  If not, I will seek full damages in [redacted] arbitration and/or [redacted].
   Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

From: WP, Consumer Affairs Sent: 13 March 2014...

17:40To: Karl IglerSubject: Your concerns brought forward to the Revdex.com
Dear Mr. Igler,
 
My name is Christine Nilsson; I am with the Consumer Affairs Executive Division of Starwood Hotels and Resorts Worldwide, Inc. The comments you shared with the Revdex.com pertaining to your reservation with the S[redacted] New York Hotel has been brought to our attention; I appreciate the opportunity to review the comments you have shared.
First of all; I was sincerely sorry to learn that one of our associates in our Customer Contact centre had confirmed the [redacted] New York Hotel instead of the [redacted] Hotel for your trip in November, 2013. Please accept our sincere apologies; I want to assure you that this is being followed up on with the associate to ensure that we are actively listening to our guests and can prevent mistakes such as these to happen in the future.
I was pleased to learn that [redacted] from our Corporate Customer Service department had been working diligently with you to resolve this and have already confirmed that a refund of one of the reservations have taken place. Having reviewed this further with the hotel, I can now also confirm that your second reservation will be refunded. We recognize that your time is valuable and we are sincerely sorry for the length of time it has taken for this to be confirmed; your frustration is understandable. Attached is a folio confirming the refund which is being processed by the hotel; please allow 2 to 3 weeks for this to be completed. If you have not received it by this time, please do not hesitate to let me know and I would be happy to follow up further.
Mr. Igler, as one of our esteemed Starwood Preferred Guest, we appreciate that you have taken the time to share your concerns and allow us to examine these further. Should your future plans bring you to one of our many hotels and resorts; I encourage you to reach out to me before. We would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer.
With warmest regards,
Chris
(Ms) Christine Nilsson
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because:
I have provided the  [redacted]'s location as the one in [redacted] near the [redacted] International Airport.  Please follow up and refund me.
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Through the Revdex.com, your concerns file have been brought to our attention. Please accept our apology for your recent experience with your...

billing. 
On your behalf, we would like to investigate this further and ensure it is brought to an appropriate resolution.  Regretfully, we are unsure of which one of our 1,300 + properties your stay was at.  If we could please ask you reply back with the full hotel name, city and your confirmation number, if known, we would be happy to look into this further for you.
 
[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.
 
Best Regards,
 
Richard B[redacted]
Executive Consumer Affairs
Guest experience intelligence
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpointStamford, connecticut 06902
Reference#2[redacted]01

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]

To whom it may concern, please see the following communication we have had with the guest:
From: SPG Executive Office, 00AUS Sent: 10 June 2015 12:02To: Jason [redacted]Subject: RE: Your Starwood Preferred Guest account
 
Good morning Mr. [redacted],
 
Thank you for your response; I hope you have had a pleasant start to your day.
 
This would be 5 separate stays and not nights; however I would be willing to make it either 5 eligible paid stays or 10 eligible paid nights by the deadline mentioned below.
 
Mr. [redacted], if you have any further questions, do let me know and I would be happy to help.
 
Best regards,
 
[redacted]
 
[redacted]
Consumer Affairs, Executive DivisioN
 
 
From: [redacted] Sent: 09 June 2015 18:41To: SPG Executive Office, [redacted]Subject: Re: Your Starwood Preferred Guest account
 
Five stays or five nights? Given that most of my trips last a week or more, five stays would be about 40 nights. That seems excessive.

Complaint: [redacted]
I am rejecting this response because the offer was for 15,000 points and now you are back pedaling and offering me 1,500 or 3,000, which is NOTHING.  A one nights stay is 12,000 points that is why I accepted the 15,000 that was offered by Anne Marie on the 15th.  How you think you can get away with giving false information to your members is sad.  As mentioned before, when a family spends almost $200,000 on time shares and you offer something that is worth maybe $45.00 is appalling. 
I only hung up after almost 20 minutes of you apologizing and stating that you cannot give me what was offered and how much you care about your members and I said goodbye.  It's sad that you have a team of customer service agents that continually lie to members and then you don't make them accountable.  As mentioned in the last letter, I will accept half of what was promised, which is 7,500 star points - please keep in mind that I spend over 60,000 and my entire week was SHOT due to false information and false promises.
Lastly, the below email from Marlous was received by me around July 25th, it was never received as dated and they are aware of this because I had a conversation with Anne Marie on the 15th and a converstion with Catherine around the 24th.
Sincerely,
[redacted]

To whom it may concern, please see the email sent to the guest:
From: SPG Executive Office, 00AUS...


Sent: 09 June 2016 17:38
To: [redacted]
Subject: Your Starwood Preferred Guest Account
 
Dear [redacted]
 
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.
 
First of all, welcome back to travelling with us. We’re delighted to have you back as one of our guests once again.
 
It was regretful to learn of your feedback regarding the forfeited Starpoints. Our associates are trained to advice of our policy regarding expiry dates when returning them to a guests account. I sincerely apologize if your interaction with us in 2012 was not reflective of our high level of Customer Service.
 
When our members join Starwood Preferred Guests, we do have an expectation that they familiarise themselves with the program. Important information, such as expiry dates, is included in our terms and conditions on our website. In addition, your expiry date of your account is listed on your membership page. We do invite you to visit this page as well as the terms and conditions if you have not yet done so.
 
Whilst remaining sympathetic to your concerns, we are unable to make an exception and return your Starpoints. As you continue to stay with us, you will continue to gain more Starpoints and can hopefully accumulate them for your next stay. Alternatively, we also offer the option to purchase Starpoints. Please visit [redacted] for more information.
 
[redacted], we appreciate the time you have taken to share your feedback with us. We look forward to welcoming you to stay with us for years to come.
 
Sincerely,
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because:
 
This is a copy of an email I sent to [redacted] earlier:
Hi [redacted],
 
Thank you for your email, but you are missing the point.
 
The issues are as follows:
 
1 - prices should be posted in clear and plain view.  I should not have to search for them.  I am not supposed to guess if and how much parking costs.  Not posting prices is a form of false advertising.  As a consumer I should not have to research your website to find out the price of parking.  Also, it is misleading to say you only have the option of valet parking.  It sounds as though the hotel is offering it as a complimentary service since they don't have any other option.  I dislike valet parking to begin with and wouldn't have used the service if there was self parking available.
 
2 - the hotel manager was rude and offered to "work" with me on the price.   I will not pay a penny for something I was not informed of ahead of time.  It just doesn't work like that. 
 
3 - the car was damaged by the valet crew (luckily I was able to remove the paint on my own).
 
4 - the car was returned to us in a handicap parking spot and in the middle of a puddle with no "wet floor" signs around (I work in property management so I have an eye for these things.  Just a friendly suggestion as it is a matter of time before you have a big lawsuit on your hands for someone slipping and falling).
Thank you for your attention to this matter.
Sincerely,
[redacted]

Dear Ms. [redacted] Thank you for taking the time to connect with the Revdex.com. Through our channels with them, your concerns have been brought to our office's attention. Please accept our apology for your recent experience with The [redacted] Resort.
 
We were sorry to...

read of the issues you had with the air conditioning upon your arrival to the resort. The impact on the beginning of your stay is certainly understandable and not the uncompromising service we expect you to have a [redacted].  In regard to the billing for the hotels.com reservation, we are happy to read the hotel was willing to work with them for a refund.  Any refund, traditionally would come directly from hotels.com as they were the organization to charge your credit card.  That said, we have connect with Richard S[redacted], General Manager, at The [redacted] Resort to request his review of your feedback and to arrange for a connection to discuss your concerns.
 
Ms. [redacted] we would like to take this opportunity to welcome you to Starwood Preferred Guest.  We look forward to hosting you for many bespoke stays in the future.
 
Best Regards,
 
Richard B[redacted]
 
Executive Consumer Affairs
Guest Experience Intelligence
 
T ###-###-####  F ###-###-####
 
Starwood Hotels and Resorts
One Starpoint
Stamford, Connecticut 06902
f:2[redacted]24

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.
 
This will be our final response in this matter
 
Thank you for your understanding.
 
Best Regards,
 
Richard B[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T ###-###-####  F ###-###-####
 
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT 06902

From: WP, Consumer Affairs Sent: Thursday, July 24, 2014 9:12 AM
/>
To: XXXXXXXXSubject: Your experience with the [redacted] Airport Hotel
Greetings Mr. XXXXX:
Thank you for speaking with me last week.  Please accept my apologies for the delay in this follow up.
It appears that we do not have record for the hotel contacting you.  Can you please confirm if you have been contacted?  If not, then please allow me to mail you a cheque in the amount of $208.91 USD.  The address we have on file is:
XXXXXXX
Please let me know if this information is inaccurate.  Also, should you wish to sign up for our Starwood Preferred Guest program, I will provide you with 10,000 Starpoints, which is equal to 1 complimentary night in a Category 4 hotel.  Please visit www.spg.com to enroll, and learn about our award winning loyalty program.
I look forward to your follow up.
With Kind Regards,
[redacted]
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]

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