Starwood Hotels & Resorts Worldwide, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  However, I still await final resolve as the Corporate Office coordinates with the business to learn the details of my case.
Sincerely,
Crystal Dawn Rowe

To whom it may concern, please note that the hotel has attempted to call the guest and has also sent below email;
Hello there,
                     My name is...

Nicholas and I am contacting you on behalf of the Sheraton Brooklyn hotel. I would like to thank you for taking the time and effort to bring it to my attention the promotional issue you had after your stay, but now that we have connected I will be happy to help investigate and resolve this. I would like to speak to you on the phone, do you have a preferred contact number or time where you may be reached at your convenience? I hope you are enjoying your weekend, and hopefully where you are is warmer then NYC! Have a great day and thank you for your communication.
--
[redacted]
Front Office Manager
SHERATON BROOKLYN NEW YORK HOTEL
228 Duffield Street, Brooklyn New York 11201 We have also sent the following email to the guest;
From: WP, Consumer Affairs Sent: 10 February 2014 15:30To: Ha Dinh
Cc: [redacted]Subject: Your recent stay with the Sheraton Brooklyn New York Hotel
Dear Mr. Dinh,
Thank you for taking the time to connect with the Revdex.com in relation to your stay with the Sheraton Brooklyn New York Hotel in 2013. As a member of the Consumer Affairs, Executive Division I welcome the opportunity to review your concerns.
I was sorry to learn that you did not receive the [redacted] bag which was a benefit available to guests who reserved their stay with the special promotion you availed of for your stay with the Sheraton Brooklyn New York Hotel. Your frustration and disappointment is understandable.
Copied in this email is [redacted], the hotels Front Office Manager, who has attempted to connect with you to discuss this further and also to extend their sincere apologies. We hope you have had the chance to and that you together have found a resolution to your concerns.
Mr. Dinh, thank you once again for taking the time to write and share your experience with us. We truly value your feedback; it’s comments such as yours that allows us to grow and identify opportunities where we may improve our services to create ideal guest experiences. We hope that this experience has not shied you away from our distinctive locations and that we may have the pleasure of your continued patronage in the future.
Kind regards,
Chris
(Ms) Christine Nilsson
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]

Dear Ms. [redacted],
Thank you for taking the time to give your concerns from your stay on the Revdex.com website. Please accept our apology for your recent experience with the incidental charge.
I was unable to locate your stay in our system using only your first and last name. I...

would like to be able to assist you with your concerns in an expeditious manner. To get this resolved for you as quickly as possible I require the name of the hotel and your dates of stay. Once that information is made available to me, I will get in contact with the hotel’s Revenue Department.
Ms. [redacted], we certainly do appreciate your patronage. I look forward to your response to we can bring this to a close for you.
Best Regards, [redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted]

I have connected with this guest as the hotel information was missing. As this reservation was booked through a third party we were not responsible for the booking or the subsequent charge from them. I did obtain the hotel information and will follow up with the hotel as a courtesy with no guarantee...

of a the outcome the guest is seeking as the charge came from the third party not the hotel in question.

From: WP, Consumer Affairs...

Sent: 05 August 2016 17:05To: [email protected]: Your recent stay with the [redacted]
 
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 one of ours hotels. Please accept our apologies for the inconveniences you encountered when trying to enjoy a pleasant stay.
 
Can I kindly ask you to provide me with further details about your reservation so I can further look into this? I have tried to locate your reservation but I do not seem to be able to find it in our system. Was the reservation under your name? Would you by any chance have the reservation number?
 
Thank you [redacted] I look forward to hearing from you soon.
 
Best regards,
 
Marc
 
Marc C[redacted]
Consumer Affairs, Executive DivisioN
T ###-###-####

The following email has been sent to [redacted]:
 
Dear [redacted],
Our office is in receipt of the concerns you expressed to the Revdex.com regarding your stay at the [redacted] Hotel. We appreciate the opportunity to review the feedback you...

have shared.It was disappointing to learn that the remote for your television was not working during your stay. Your comments did note you advised the hotel staff of this at check out. However, can I confirm if you spoke with any hotel associate prior to your check-out regarding that issue? Our hope would have been that their team was given the opportunity to correct something which could easily be remedied, rather than only be able to apologize after the fact.
I do see that they refunded your internet charges and have offered 1,000 Starpoints as a gesture of goodwill. Your request for a full refund would suggest that there was no worth or value of any kind in your stay. We respectfully disagree with that perspective. Our office is in full support of the gestures extended to you, and hope that they contribute towards a more positive stay with us in the future.
[redacted], We do thank you for patronage as a Gold Preferred member of Starwood Preferred Guest and for sharing your experience with us. This kind of feedback allows us to ensure we are doing the right things for our guests. It also helps us create the ideal guest experience for the future.
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
[redacted]
[redacted]
[redacted]

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

[redacted]
After reading your comments I was greatly concerned. From what I understand you had attempted to book the hotel online and the website was giving you incorrect information on the amount of Starpoints to be used. To add to that, there was misinformation given to you by one of our Customer Contact Center associates regarding a deposit.
When booking the [redacted] the hotel is a Category 4 and would require 10,000 Starpoints per night with the fifth night free (a total of 40,000 Starpoints). The fact you have found a different rate from that online is concerning. If you would please forward your screenshots to us, I would be happy to look at that. Although I cannot guarantee that we will honor those rates you have found, it would help determine what the problem is.
Please know that I will be reviewing the reservations you have made to determine where the miscommunication came from with our associate. Please allow me some time to look into this. Once I have a full scope of the issue, I will come back to you and resolve this in the most appropriate way.
[redacted] I see you are a new Starwood Preferred Guest member and would like to welcome you to our community. I certainly your next experience with us is much more pleasant.
Best Regards,
Nicholas S[redacted] EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T ###-###-#### F ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT 06902

Complaint: [redacted] just because a business does not maintain their website adequately and makes it very confusing for a customer is not a reason that they should be able to not one of their customers needs and provide good customer service and the fact that they're looking for such loopholes to get out of providing such good customer service is very sad
I am rejecting this response because:
Sincerely,
[redacted]

To whom it may concern, please see the following response sent to the guest:
 
Roman"; mso-ansi-language: EN-US; mso-fareast-language: EN-IE">From: [redacted] Sent: 16 June 2015 19:23To: [redacted]Subject: Your recent experience with the [redacted]
 
Dear Ms. [redacted],
 
Thank you for taking the time to share your feedback with the Revdex.com regarding your recent stay with the [redacted]. Please accept our sincere apologies for the disappointment your interactions with them have caused you.
 
I was concerned to learn of the hotels lack of assistance when alerting them of the $35 charge. Starwood strives to deliver the highest level of Customer Service; however what you have described is not reflective of this. I can assure you that what you have experienced is an exception, not the rule.
 
It is my understanding that [redacted], [redacted] Experience Specialist, has emailed you to sincerely apologize. A refund of $35 is being processed to your [redacted] card and a folio reflecting this has also been sent to you. In addition to this, [redacted] has also extended her personal assistance should you return to their hotel in the future.
 
Ms. [redacted], we appreciate the time to review your feedback and the time you have taken to share this with us. I hope you will allow us the chance to welcome you back again, as I’m confident that your next stay with us will be pleasurable in every aspect.
 
Sincerely,
 
 
[redacted]
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because:
I have not received the check yet; the matter cannot be considered closed until I receive the check.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm not a frequent traveler.  Your request that I need to book a minimum of 2 stays in 6 months is unreasonable to me.  If you truly wish to promote customer loyalty, you should credit back my Starpoints in full, just like any other reputable companies would.  I understand that you need to have your policy clearly spelled out for legal reasons.  But to enforce them in such a draconian way will only turn your customers away in the long term.  I liken this situation to late payment fees charged by credit card companies.  As long as you're not a repeat offender, most credit card companies would gladly waive the penalty fees, even though it is in their rights to charge them.  Why, because they understand it is more economical to waive the penalty fees to keep an existing customer than to incur the cost to acquire a new one.  It's just common business sense.  Honestly, how much does my 12k Starpoints worth to your company that you would risk losing a long time customer over?
Sincerely,
[redacted]

The "Information" section of our hotel websites contain details on specific policies relating to the hotel in question. The hotel website does not contain any information pertaining to eligibility requirements for Starwood Preferred Guest. We have received no links from [redacted]confirming this or any other hotel website advises that [redacted] reservations are eligible for Starpoints or stay credit through SPG. The website and our SPG teams remain the correct point of contact for information and inquiries relating to the SPG Program, and we remain available to assist any guest with understanding how the SPG Program works.
We will maintain our position to respectfully decline to credit Mr. Brown for his stay at the hotel, as it was booked on an ineligible rate.
Thank you.
 
Sincerely,
 
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

Complaint: [redacted]
I am reviewing this response as we continue to talk about a reasonable solution. 
If you could take a minute to help me understand the Starwood point system and what has been added to my account, I really appreciate...

it. 
I hold Starwood in high regard and really think that the Westin staff was not only wrong, they went about it in a less than helpful way. 
Sincerely,
[redacted]

To whom it may concern, EMS and local law enforcement were involved as a result of the actions and conduct of [redacted] and his guests on property at the [redacted]. The [redacted] also connected with our corporate office to report the matter...

immediately. The behaviors exhibited by [redacted] and his guests were inconsistent with what we expect and require of those permitted to stay with us. We will respectfully decline to discuss the matter publicly beyond confirming the management of the [redacted] has the full support of the corporate offices for Starwood Hotels & Resorts Worldwide in how this matter was handled.   We recognize Mr. Bonyadian’s rights to proceed as he believes is necessary, and the [redacted] management has all necessary documentation to support our position accordingly should such a step be required. No refunds or gestures of goodwill will be extended to [redacted] and we do consider this matter closed in full at this time. Sincerely,
  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]42

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.
Hopefully they will do as they say and credit me the 494 miles I earned with [redacted]. ( I have to wait 2 weeks to receive the credit) 
Sincerely,
[redacted]

This matter has been addressed by the property.
 
We have confirmed with the guest via a phone conversation that a settlement has been agreed upon and the guest has returned a waiver to the hotel for processing.

I have been a SPG and a former Vacation owner since 2004 and have stayed at one of the Starwood brands in every vacation since then. Recently at the end of July I stayed the the ALoft in Cancun Mexico and it has been my worse vacation experience ever.
I had a Spare Tire stolen from my rental car by the valet service guys from this Hotel, when I contacted the Hotel they said the Valet service is provided by a 3rd party and Ana V[redacted] the administrative assistant on the 2nd of August said she will do her investigation and will CALL me back. I was told by [redacted]t rental this was a common practice in Cancun so they gave me a written statement along with how much they charged me which I forwarded to Ana and she stated she will review the videos and will contact me. I did not get anything back so when I called and emailed her on the 14th she said its under review and the hotel GM will contact me shortly. Again I did not get any calls or emails from the GM or anyone else from the Hotel so I emailed her on the 23rd and she replied sorry for the delay the GM should be contacting you. The GM Jorge O[redacted] has been CCd in all of the emails going back in forth with me and Ana but at no time did he reply to me with any questions, even though Ana emailed me over and over the GM will contact you by a phone call.
ON the 28th she emailed me the following
Dear Mr. ________, good afternoon.
First of all, please accept our apologies for the delayed answer to your request.
We are talking to the insurance company and we will be back to you as soon as we get a favorable answer for you.
Our general manager is really worried about this situation and is looking for the best results for you, as well as taking actions to eradicate any problems along with our valet parking provider.
Please expect to receive more communication from our side regarding the advance in this case. We appreciate the time and patience you have given to us.
Regards,
Ana P[redacted] V[redacted] Administrative Assistant | [redacted] 48 L-8-01, Sección [redacted] I did not hear anything back from her so I contacted STARWOOD customer service and an agent named Judith ([email protected]) asked me to cc on the 2nd of September, now going into a month. I called with nothing back from them util the 8th of September when I got the following email
If you decide to give us the opportunity to host you again, please let me know in order for me to assign you an upgraded room if available.
In the name of [redacted], I thank you for your preference and understanding.
Best regards,
Ana G[redacted] Manager Assistant | [redacted] ** 48 L-8-01, Sección A, [redacted] THANK YOU BUT I WILL NEVER STAY AT A [redacted] AGAIN, THE STATEMENT FROM [redacted] CLEARLY STATED THE CAR WAS NOT BROKEN INTO AND THE SPARE WAS STOLEN BY SOMEONE WITH A KEY. THEY ALSO STATED THIS IS A VERY COMMON PRACTICE IN CANCUN AND IT WAS STOLEN AT THE [redacted] BASED ON THEIR PREVIOUS EXPERIENCE.

To whom it may concern, we have emailed the guest requesting further information in order to look into this further:
From: WP, Consumer Affairs Sent: 22 March 2016 19:28To:  [redacted] Subject: Your previous reservation with the [redacted]...

[redacted] [redacted]Dear [redacted]Thank you for taking the time to contact our Social Media team as well as the Revdex.com regarding your previous reservation with the [redacted] [redacted]. We appreciate the opportunity to review this.I was concerned to learn your feedback regarding the cancellation of your reservation. I understand how inconvenient it must have been when you learned that the Starpoints had not been transferred to your account thus leading to the cancelling of the reservation.In order for us to review this further, I was hoping to see if you may be able to share the SPG number where the Starpoints were meant to be transferred from? This would be of great assistance to us.[redacted], as one of our lifetime Gold members, I appreciate the opportunity 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

Complaint: [redacted]
I am rejecting this response because: when they have a web page that purports to represent all of starwood's policies relating to the individual property and it mentions nothing about a restricted rate that's pretty clear that it does not apply to that property. If they were going to have a page that purported to show all the policies and hopefully the link came out my complaint it's very comprehensive and it's clearly a misrepresentation on behalf of Starwood if they're deliberately trying to mislead the customer which in this case they did you they are not addressing the actual complaint they are saying that they have all these technicalities but they're not addressing the complaint that they are deliberately misleading customers and I've even provided the link where they're doing it and they're doing nothing to correct it or change it that tells me that they're very knowledgeable and now they're misleading the customer it's wrong and they need to move forward and if we need to go to mediation and have a outside party decided I'm more than willing to do that so that I'm setting the example for other customers as far as providing research I shouldn't need to do that this is supposed to happen automatically obviously they've not been alive on the job they're pretty much admitting that they're deliberately trying to deceive customers will pursue it further and if not their head on the game this is not how a reputable business should proceed and they certainly shouldn't be looking at all these technicalities that they are not publishing directly to the customer I knew that there were certain Starwood rates that did not apply but when I went to the policy page for this property it did not say they apply to this property I don't know how much clearer I can make it
Sincerely,
[redacted]