Starwood Hotels & Resorts Worldwide, Inc.

From:
FONT-SIZE: 10pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-IE" lang="EN-US"> [redacted] Sent: 02 December 2014 17:29To: '[redacted]Subject: Your complaint with 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 your [redacted] account and one of our distinctive destinations has been brought to our attention. I appreciate the opportunity to review the comments you have shared.
 
Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel as well as the details of your reservations, I’d be more than happy to examine this further.
 
Mr. [redacted], as one of our esteemed members, I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.
 
Sincerely,
 
 
[redacted]

Dear [redacted]
Your concerns have come to us through the Revdex.com. Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with the Sheraton Universal Hotel.
After reading your comments,...

I was concerned. From what I can see, your stay was interrupted by loud and inappropriate noises from the neighboring rooms. This certainly does reflect the experience one would have at a Sheraton hotel. At this point, I would like to discuss this with you further by phone. A voicemail was left for you with our contact details. If you did not receive those details, our office number is ###-###-####.
Ms. Rosenberg, your continued loyalty is greatly appreciated. That is why I am interested in making sure this matter is brought to the most appropriate close. Hopefully your next stay with us is much more positive.
Best Regards,
Nicholas Sneider
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T ###-###-#### F ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT 06902

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 latest communication we have had with the guest below;
 
From: WP, Consumer Affairs Sent: 15 August 2014 12:21To: [redacted]Subject: RE: Your recent experience with the Four Points by Sheraton [redacted]
Dear [redacted],
Thank you for your response; I hope you are having a wonderful Friday.
It is concerning to see that [redacted] may have presented this document to you with the name of Four Points by Sheraton [redacted] on it. Such a document has not been provided by our hotel. Our recommendation would be to contact the [redacted] directly for clarification. I hope they can answer any additional questions you may have relating to this.
Sincerely,
[redacted]
[redacted]
Consumer Affairs, Executive DivisioN
 
 
From: [redacted]
Sent: 14 August 2014 19:05To: WP, Consumer AffairsSubject: Re: Your recent experience with the Four Points by Sheraton [redacted]
Request was made by the security guard at the [redacted] who works your property and the [redacted] as well. The request at your property was made by your staff. The document was shown to me. It would be in your best interest to collect the video tape of that morning so you can ask the security guard for the document with your companies name on it. There is a 911 phone record so calling the police that involve lies does not work.

Complaint: [redacted]
I am rejecting this response because:
I was told by [redacted] associate that I. Will get the stay count which will take me to A total of 28 stays. Check your call record and confirm with the associate.
Sincerely,
[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.
It's just unfortunate we had to take it to this level to get resolution on this matter. We acknowledged that it was an unfortunate oversight on our part, along with limited condo availability, that caused this one day booking error. However, as long time owners of Starwood one would think something could have been done for us on our initial phone call.  
Sincerely, 
[redacted]

The hotel has responded to the guest with an itemized list and breakdown of the charges from her stay. In response to the hotel, the guest has accepted and is waiting for the charge to be released from her bank.

Dear Ms. [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 [redacted]...

[redacted].
After reading your comments I was concerned. It is understood that you have had several service issues with this property, but your focus here is on the Make a Green Choice program. It is unfortunate that your experience shows a lack of organization from the hotel staff with this program. I can see why you would be upset with this, especially when this happens over many stays.
Ms. [redacted], your continued loyalty to the Starwood Preferred Guest community as a Gold member is greatly appreciated. At this time, I will need to follow up with the hotel. There handling of the Make a Green Choice program will be discussed. We will also coordinate a proper close to your concerns.
Your patience in this matter is greatly appreciated. I am hopeful your next stay with us will be much more positive.
Best Regards,
Nicholas S[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted], CONNECTICUT [redacted]

Complaint: [redacted]
I am rejecting this response because: communication on this case was scheduled by mail not electronically
Sincerely,[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]

Dear Mr. [redacted],
Thank you for taking the time to connect with the Revdex.com. On behalf of the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with [redacted].
We were disappointed to read of the...

challenges you had during your brief stay at the hotel. We do appreciate to the opportunity to review your feedback, internally, and ensure all guests are enjoying the refreshing stay we expect you to have from [redacted]. On your behalf, we have connected with [redacted], General Manager, at [redacted] to request he arrange for a personal connection with you to discuss your feedback.
Mr. [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.
Best Regards,
[redacted]
Executive Consumer Affairs
Guest Experience Intelligence
T [redacted] F [redacted]
Starwood Hotels and Resorts Worldwide
[redacted]
Reference # [redacted]

From:
FONT-SIZE: 10pt; mso-fareast-font-family: 'Times New Roman'; mso-ansi-language: EN-US; mso-fareast-language: EN-IE" lang="EN-US"> WP, Consumer Affairs Sent: 02 January 2015 16:43To: [redacted] Cc: [redacted] Subject: Your recent experience with the [redacted] Hotel
 
Dear Mr. **,
 
I hope this email finds you well and that you have had a wonderful start to the New Year. Through the Revdex.com, your stay with the [redacted] Hotel has been shared with us. Please accept our sincere apologies for any inconvenience caused by this.
 
I was deeply concerned to learn that the room you received were not as expected and that daily housekeeping was not provided. This in combination with the charges reflecting on your credit card is not the warm, connected experience we want our guests to have.
 
Copied in this email is [redacted], Front Office Manager. It is my understanding that she has emailed you personally to sincerely apologize. This hotel has recently changed some members of management. They are now actively working together to improving their service to prevent such circumstances from happening. She has also asked if you could reconfirm what you were charged, so she may review this as well as refund if needed.
 
Mr. **, as one of our esteemed members, we are grateful for the time you have taken to share your comments. We hope you will allow us the chance to provide a better service experience upon your return.
 
Sincerely,
 
 
[redacted]
Consumer Affairs, Executive DivisioN

To whom it may concern, please see our response sent to the guest which was as a follow up to the hotel's interaction with the guest directly:
From:
FONT-FAMILY: "Tahoma", "sans-serif""> WP, Consumer Affairs Sent: 05 May 2016 18:28To:  [redacted]Subject: Your recent experience with the [redacted]
 
Dear [redacted]
 
I hope this email finds you well and that you are having a wonderful day. Through our internal channels, your recent experience with the [redacted] has been brought to our attention. Please accept our sincere apologies for the inconvenience caused by this.
 
I was concerned to learn or your check-in experience as well as the condition of your room. There is an established procedure in place to ensure that our housekeeping teams extensively clean our rooms prior to making them available and throughout your stay. This also includes a thorough inspection and seeking assistance from our engineering team when needed. What you have described, is not reflective of the level of service we aim to provide at our Westin hotels.
 
It is our understanding that Alberto P[redacted], Front Office Manager, has reached out to you to sincerely apologize. He will be following up with his engineering team to ensure this is rectified, as well as with his front office team. As a gesture of goodwill he will be refunding $300 to you. As his understanding is that you often travel to Key West, he also looks forward to extending a warm welcome when the next opportunity arises.
 
[redacted], as one of our preferred members, we appreciate the opportunity to respond to you. In addition to [redacted] offers, next time your travel brings you to any of our other many hotels please do let me know. It would be my pleasure to connect with the destination of your choice to ensure this stay is reflective of the hospitality we are renowned for.
 
Sincerely,
 
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

Review: Hello we rented this hotel from July 23 until July 28,2013 because my father in law passed away. The experience in this hotel was the worse. We checked in that was ok. Then the next morning we got up and had breakfast in the premises. We had to serve ourselves to drinks I had to go to the counter and ask for a menu. Then back up to let them know we were ready to order. Then we go out to the gate the ticket did not work to open gate. That was really frustrating because we had a lot of things to do. Then at night time again the gate did not want to open. We went to front counter and let them know of the problem they gave us another ticket. The next day the same thing happen with the breakfast they no motivation to help or serve us. Then we went to the gate again the ticket didn't work the security had to lift the gate. The same thing happen when we came back we reported again. We went up to our room then our room key didn't work so we had to go downstairs and let them know this happen a couple of days in a row. Then they send someone with two keys and clean where you put the key and guess what they did not work. 5 keys and none of them were any good. They didn't offer us a different room. Also we came a few times to the hotel and there was no parking that so frustrating because we were exhausted getting everything squared away. And paying $10.00 a day for parking.Order_Number: [redacted]977Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: RefundWe would like to get a full refund on what we paid for this hotel. The experience was horrible would not recommend this to anyone. Especially on a time of grieve.

Business

Response:

Dear Valued Guest,

We would be delighted to assist you regarding your concerns filed with the Revdex.com. Please contact us at your earliest convenience with additional details regarding your concerns. Please let us know what hotel you stayed at, and when your stay was so that we may investigate. You may contact us at [redacted]@starwoodhotels.com, or at ###-###-####.

Thank you,

Consumer Affairs, Executive Division

Starwood Hotels & Resorts Worldwide, Inc.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Yahaira Rosa

Review: We stayed at the Westin Hotel in Memphis TN on [redacted] on April 19th and 20th, leaving the morning of 04/XX-XXXX. Guest # XXXXXX. When we checked in we were asked for a debit card. My wife offered her card, but the lady checking us in said it would not matter what card was used because they would not charge anything until we checked out. I gave my card and did not think about it again until I logged into my checking account the following morning and noticed overdraft charges along with an amount on hold from the Westin Memphis of over $500.00. My father was staying at the hotel, along with 20+ of my family members because we were all in town for a wedding. My father went to the front desk and gave his card as the card that should be charged for the room upon checking out. We were not told of any amount that would be placed on hold let alone an amount more than what our final charges totaled. We have called and emailed the hotel multiple times and have not received any responses offering a resolution. I lost money due to using my debit card three times after checking into the hotel for over draft fees adding up to $81.00 dollars, and I was also declined once at a local merchant. I am upset over the overdraft fees that would never have occurred if the hotel would have informed us of the amount they were going to place on my account which did not fall off until 04/23/13, I would also not have had the embarrassment of being declined for a purchase when I had the money available in my account. The hotel is lacking customer service, because they do not care that this happened to me. They have not tried to call or email us back, and have offered absolutely no resolution. We would have given my wife's debit card if they would have informed us of an amount being placed on hold. They did not tell us of any amount being placed on hold, let alone 500+ dollars.

Desired Settlement: DesiredSettlementID: Refund

If they can't refund a third parties charges, that only occurred because of the lack of information provided at the time of check in. Then they can refund our entire stay. Our total stay came to 361.68. The lack of customer service, along with the lack of knowledge at their front desk has left us with money out of our pocket at their expense.

Business

Response:

Business Response /* (1000, 5, 2013/08/12) */

To whom it may concern;

Greetings, I hope that you are well and that you are having a wonderful day.

I am contacting you today in relation to your inquiry relating to your recent stay at The Westin Memphis [redacted] which you brought forward to the Revdex.com. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared.

Please accept our sincere apologies for the inconvenience caused by your stay. We are sincerely sorry to learn of the experience you and your family had during your vacation caused by the unexpected hold on your debit card. It is certainly understandable how this could have affected your experience negatively.

As the usage of credit cards and debits cards is continuously increasing worldwide, especially in our hotels, the staff receives extensive training in how to perform transactions with these as well as to communicate information regarding procedures to our guests, in an effort to avoid situations similar to yours. Nonetheless, we are sincerely sorry to see that incorrect information may have been given to you personally during your stay and that as a result you breached your overdraft.

Please note that the hotel has taken your feedback seriously; I am certain that your experience will be used for additional training of their staff. This will ensure that this is less likely to not happen to any of our future guests again, especially as we do understand that this experience was disappointing for you.

As a gesture of good will we would like to offer you reimbursement for the overdraft charges which occurred to you. As per the communication which has been shared with us, we understand that this was $81.00 dollars. If you could kindly reconfirm if this is the correct amount along with the address which may send a check to, it would be truly appreciated.

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 www.spg.com and explore the vast opportunities which await. Should you decide to become a member or if you are already a member, it would be great if you could provide us with your account details so we may present you with 1000 Starpoints as a welcome to the program. We are certain that you may use these Starpoints to access one or many of our locations around the world.

Please do revert as soon as possible so that we might aspire to assist you quickly; our offer will remain available for one month from the date we send this email; if we don't hear back we'll understand that you do not wish to receive this aspect of goodwill.

We hope you will accept this as an expression of our goodwill without accepting any responsibility or liability of this experience. We look forward to a time when we have the opportunity of welcoming you to our hotels again, perhaps by using these Starpoints!

Review: I still have not received the compensation promised by manager[redacted] at Four Points Sheraton. It has been over three weeks since the first rep that I talk to which is [redacted] at the front desk. I have spoke with six reps [redacted] (front desk), Online reps ([redacted], [redacted] V) including the manager[redacted]. I am very dissapointed at the lack of customer service received the company. Especially when it was first promised on 05/19/2013. I should not have to talk to six different representatives without resolution especially when the manager promised the refund in the amount of 133.69.

Product_Or_Service: Hotel Stay

Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: No settlement requested - for

The hotel needs to recognize the importance of keeping their customers informed and calling the customers back in a timely fashion. I have been very patient with the hotel but am not getting the customer service resolution.

Business

Response:

Business Response /* (1000, 5, 2013/06/05) */

Dear Ms. [redacted],

My name is [redacted]; I am with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, the above file has been brought to my attention and I would like to offer my support and guidance to assist you in bringing this case to a close.

In looking at the file, I can see that the General Manager Mr. Ott has reached out to you on June 2, 2013 with regards to the refund. He has processed the refund once again and conveys his apologies for the delay in receiving the credit. Please let me know if the payment has not been received within the next 7 days so I can forward you a check for the appropriate amount of the refund. If you do not receive the credit, upon emailing me, please also confirm your mailing address so I have the correct one should I need it.

Again, I apologize for the delay in receiving the refund and look forward to closing this matter for you.

Have a great day.

Best Regards,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

CAED -T XXX-XXX-XXXX

SPG EXEC - T XXX-XXX-XXXX

FAX XXX-XXX-XXXX

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CT XXXXX

REFERENCE: XXXXXXXXXXXX

Review: My husband and I were planning a stay in [redacted], and found the [redacted] Hotel on [redacted]. It was March 7, and [redacted] was offering a “flash sale” of 25% off until midnight that night. The price was $89 for a non-refundable room with one king bed from March 26 to 27. I checked the price on the [redacted] website as well, and it was $107 for the same room. I was about to go back to [redacted] and book the room, but then I saw a link to “Learn About Our Best Rate Guarantee.” I read all of the fine print, which said, if a lower price is available within 24 hours before or after booking through [redacted], [redacted] (the owner of [redacted] Hotels) would reimburse a customer for the price difference plus an additional 20% off the lower rate. This seemed too good to be true, so I called the reservation phone line. I explained the prices on the [redacted] website and on [redacted] and asked if I would get reimbursed up to the lower [redacted] price plus 20% if I booked with [redacted] now and then made a claim on the Best Rate Guarantee. He said yes. It was around 2:30 p.m., and I immediately made my claim using [redacted] Best Rate Guarantee form online. I specifically stated that the lower price would only be available on [redacted] until midnight but I could provide documentation of that price in case they chose to review my claim later.

The next day, on March 8, I received an email stating that my claim was denied because the price on [redacted] was now the same as the $107 price on [redacted]’s website. I responded immediately with a copy of the printed documentation of the [redacted] price from March 7. I got an email from another representative saying that my claim was still denied because the price had to be available online for their review at the time the claim was processed, and claims are processed in the order received. I asked to speak with a supervisor, and the supervisor sent me an email again denying my claim for the same reason. I then asked to speak with a member of the legal team and stated that I would make a Revdex.com claim if this issue was not resolved. Someone from the executive office in [redacted] emailed me with another denial under the same reasoning, citing the following policy:

“For the Competing Rate to be valid, it must be a currently available lower published room rate available online or on a mobile application for the same [redacted] Hotel, the same dates, the same number of guests, the same room type, with a similar view and room size, and include similar or additional value-added amenities (e.g., free breakfast).

For purposes of comparing the Competing Rate and the rate available on the [redacted] Websites, only the Competing Rate and the rate available on the [redacted] Websites that are each available at the time the applicable claim is processed will be considered by Starwood.”

I have complied with this policy, as the competing rate from [redacted] was “currently available … online” at the time I submitted my claim. Likewise, the competing rate was available “for purposes of comparing … at the time the applicable claim was processed” using the documentation I provided. Even if [redacted] believes that the competing rate must be available on the competing website at the time of processing the request, that would be an irrational interpretation. The policy also states, “If you do find a lower published rate prior to, or within 24 hours of, booking your room, simply submit a Best Rate Guarantee Claim to us and we'll honor the lower rate.” It would be impossible to verify a lower rate that was available 24 hours before booking if the claim isn’t processed until a day or more later. That is, [redacted] must be able to accept proof of an earlier-available rate or else they wouldn’t allow claims based on “a lower published rate prior to … booking your room.”

Additionally, allowing [redacted] to deny claims because the competing rate is no longer available online is completely unfair because all they have to do is wait to review the claim until the price changes and then deny the claim.Desired Settlement: When I first contacted Starwood, I sincerely expected to receive an email approving my claim and reimbursing me $36 ($18 for the lower rate and $18 for the extra 20% off). That was all I wanted from the beginning and when I went through 4 separate denials for this claim. But now I feel I should be reimbursed for the entire room cost because of the ridiculous amount of time I have spent trying to get my claim approved. I have now called the company, written a claim, written 3 long emails, read 4 automated email responses, read 4 representative email responses, and written this extensive complaint with the Revdex.com.

Business

Response:

Ms. [redacted] Best Rate Guarantee claim was fairly denied as per the Terms and Conditions of the Best Rate Guarantee Program. The following was also emailed directly to her:

Dear Ms. [redacted],

Review: Im trying to redeem my Starpoints to book a few nights. The nights are 7/7/15 – 7/12/15 at the [redacted].The website clearly has a check mark next to SPG Free Nights and it says to call to redeem. When I called I got the runaround and I was told that I could not use my points for a free night. I explained that on the website is bold red lettering that clearly states; "If the Lowest Standard Rate is available for your dates and Free Nights are not, please contact us to book Free Nights". The lowest standard rate is available via there calendar. Every time I call I get the runaround. On The starwood website the lowest standard rate is available( have a screen shoot to prove it) and under SPG Free night it clearly states the caption in red above, I have over 250,000 starpoint and I cant use them at all. The two people I spoke with on the phone both called me a liar when I told them what the website says. I tried to speak with a manager and I keep getting told that there is no manager available, then they transfer me and I get hung up on. There are rooms available at the hotel I dont understand why I cant use my point when it clearly states I can on the website.Desired Settlement: I would to use my starpoints for a room on 7/7/15 - 7/12/15 at the [redacted]

Review: While attempting to reserve a room on the [redacted] website, I did not have the option to choose my corporate/SET code for some reason (despite the fact that the account was set up by hotel personnel while on my last business trip and while using the corporate/SET code).Immediately after reserving, I realized that the reason I didn't have the choice was because the person who set up my account did not add the corporate/SET code to my account! I immediately contacted customer service. They were unable to help me cancel my reservation (despite the fact that the credit card hadn't even be charged yet). They just reply with the terms and conditions and suggest I should have read them better.I completely understand where they are coming from, but I can't believe that there is NOTHING this company can do within minutes of clicking the book button. What does this company do if a child gets a hold of a computer with saved addresses/credit card information?! I think that the service was ridiculous. I would expect a lot more sympathy from them for a honest mistake noticed within minutes from an employee of a company they have deals with!Desired Settlement: I'd like the charge for the hotel room to be voided (it hasn't even gone through yet so there isn't even a need to refund!).In addition, I'd like to see a cancellation option available for reservations. I think it is crazy that there is no option to cancel a reservation within, let's say 30 minutes, for people who have children that book, people that accidentally click continue, etc. If not this, the customer service representatives should be able to void the reservation for them.

Business

Response:

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

Review: On December 31, 2015, USING THE CORRECT USERNAME & PASSWORD, I unsuccessfully attempted to login to [redacted] (several times) and Interval International to transfer my 2015 vacation week. Unsure as to why I couldn't access the site, I called SVO's customer service number only to find that they had closed early. I tried to login once again to no avail, and decided that I would call back the next day to explain the issue and get assistance. I called back on January 1, 2016 to find that they were closed for the holiday. I called again on January 2, 2016 and was finally able to speak to a representative.

On January 2, 2016, I spoke with a SVO representative that told me that my 2015 week was automatically deleted from the system as of January 1st, and that there was nothing that they could do. I explained that I couldn't transfer my week due to TECHNICAL ISSUES WITH THEIR SITE and that I would like her to connect me with a supervisor. I spoke with Diana, who introduced herself as a supervisor and proceeded to ask me a lot of questions about the day and time that I attempted to login to the website(s). After collecting that information, she stated that she would review my account and get back with me in a couple of days as to whether or not my week would be restored.

On January 6, 2016 I received a call from Diana stating that there was nothing that she could do about my lost week. I explained to her that I have spent thousands of dollars with Starwood for this time and it is not fair, ethical and shouldn’t be legal for them to take my week when it couldn’t be transferred due to an issue with their system. She offered nothing further, simply that there was nothing that Starwood was willing to do to for me. I asked to speak with her supervisor. She advised me that he would only tell me the same thing, but that she would have her supervisor call me back within a couple of days.

On January 14, 2016 I spoke with Jonathan A[redacted] supervisor for resolution services with Starwood. Jonathan basically echoed Diana. Telling me repeatedly that there was nothing that Starwood was willing to do to restore my lost week, that the only way to restore my week is to take time away from other owners. I advised him that I would not want time taken away from other owners, just as I don’t want my time taken away from me. I explained to him as I did with all the other representatives, that this was not my fault, and that Starwood should take responsibility for the issues with their site …I SHOULDN’T HAVE TO SUFFER BECAUSE OF ISSUES WITH THEIR SITE (which I was now able to log into, while we were on the phone, using the same username and password that I’ve always used). Jonathan said that there was nothing that he would do; and he meant NOTHING! Being tired from all the back and forth with Starwood, I asked if Jonathan would just be willing schedule a week within the Starwood network for me, or to apply a credit to my account or offer Starpoints… or ANYTHING, only to be met with NO on every possible solution that I was willing to settle for. I explained to Jonathan that my week was taken due to no fault of mine. Although I did wait until the last minute, I followed Starwood’s protocol for transferring my week and due to issues with their Website, I’m the only one losing here. He didn’t seem to care one bit. Only regurgitating that Starwood would not do anything. I asked for his supervisor, and he told me that he would only tell me the same thing, and gave me a direct number to his supervisor, Glenn W[redacted]. Being very upset I ended my call with Jonathan and immediately called Glen W[redacted]. I left a message explaining the situation and that I would appreciate a call back ASAP. Glen never called. I’ve called a few more times since then and left other messages explaining how upset I am and that I really need to talk with Glenn. Today is January 29, 2016...Not Glenn or anyone else from Starwood has ever called me back.

I am a hardworking mother that bought into Starwood with the hope of creating wonderful vacation memories with my family. I do not have money to throw away and I don’t have the time, energy or resource to fight with a large company like Starwood, and they have taken advantage of that. My last few experiences with Starwood have been horrible. Issues with being moved from room to room because of scheduled maintenance, items being stolen from my room, rooms with issues such as no hot water and leaking refrigerators, broken promises of Starpoints being deposited, yet never received. And through it all, Starwood has continued to take my money every month like clock-work and bill me for maintenance fees. It has gotten to the point where I am paying for terrible experiences, lies and now literally nothing, as the week that I paid for was stolen from me. I have spent an entire month on the phone with smug representatives that have never had any intention on resolving this issue with me. If you value your time, money and peace of mind, I would not advise anyone to do business with this company.Desired Settlement: I would like the week that I paid for restored so that I can transfer it via Interval International and spend my 40th birthday abroad as planned.

Business

Response: