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Starwood Hotels & Resorts Worldwide, Inc.

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Reviews Starwood Hotels & Resorts Worldwide, Inc.

Starwood Hotels & Resorts Worldwide, Inc. Reviews (420)

Review: I stated at the Richmond Four Point Hotel July,27,2013 and checked out 7/28/2013. They have posted a charge to my account for $96.13 which is the correct amount for my stay. I pulled my bank statement on July 28,2013and they had posted another $200.00 to my account without my authorization. I have disputed these charges with the hotel and upper management, and they are still refusing to return my funds to my bank. This charge they say, is for smoking in a non-smoking room. me, nor anyone in family smokes and I feel this is a fraudulent charge against my account which has caused my account to be over drafted. After speaking with Miss [redacted] today(Guest Services Supervisor), she informed me, the only evidence they had was a "smell." in the room and no physical evidence. No one authorized the company to take my money out of account without my permission and hold it because they "feel" I smoked in a non-smoking room and they only evidence they have is a "smell".

Desired Settlement: DesiredSettlementID: Other (requires explanation)

A full refund of $200.00 plus $35.00 for overdraft fees.

Business

Response:

Business Response /* (1000, 5, 2013/08/05) */

Contact Name and Title: [redacted] Austin

Contact Phone: XXX XXX XXXX

Contact Email: [redacted]@starwoodhotels.com

I have spoken to both the hotel and Mr. [redacted], and the hotel has determined that as a matter of courtesy and Customer Service, they will refund the smoking charges. Mr. [redacted] has agreed to this outcome.

Review: was suppose to receive over 1000 spg points for my very very expensive stay in [redacted] on 8/14-18, 2015. never received my points then I called spg customer service. they said they would have to request a bill for me then I would have to forward the email to their research department. that was over two weeks ago I still haven't received a copy of my bill or my points.Desired Settlement: all my points for my very expensive stay and a few extra for the inconvenience of having to call more than once to request my points

Business

Response:

From: [redacted] Sent: [redacted]To: [redacted]

Subject: Your recent experience with the [redacted]

Review: I made a hotel reservation with Starwood Reservation center over the phone last month and stay in their hotel ([redacted]) on June 16th, 2015 for one night. However, the hotel assigned me a room that was not the type of room I originally booked. They give me a downgraded room when I checked in. Even worse than that, the bath room of the assigned room was not clean. Those issues have been admitted by the hotel front desk manager.

However, after I filed a complaint to Starwood Customer Service, they didn't make any effort to resolve this issue but instead just ignored my complaint report.Desired Settlement: Due to the service issues, I request Starwood to refund me the 11,000 SPG points I paid for my one-night stay. For your information, the confirmation # of my stay is [redacted].

Business

Response:

The hotel management has been in communication with Mr. **.

Mr. ** booked a [redacted] room with a King bed. Two twin beds were requested as a preference in the guest comments section. The [redacted] rooms do not have twin beds, so the hotel did adjust his room to accommodate his bedding request. None of the cleanliness concerns were reported to staff during his stay. This did not allow the management the opportunity to resolve this matter at the time, which they could have done.

They did apologize for his experience, and offered a complimentary suite upgrade upon a return visit to the [redacted]. Mr. ** objected further, and the hotel extended 2000 Starpoints in goodwill as well. These gestures represent a genuine effort to resolve this matter in a fair manner.

We do respectfully decline to refund the Starpoints used for this reservation, and support the gesture of goodwill extended by the hotel management. It is our hope Mr. ** will choose to avail himself of their offer upon a future visit to [redacted]. We also hope the Starpoints contribute towards a positive stay with us.

Review: Stayed at the [redacted] Room [redacted] from May 7th to 10th. On Website; statement mades that the hotel was recently renovated. This is inaccurate. The lobby was renovated but the room was substandard to what is expected of a 4-5 star hotel and for that matter the quality expected of a Starwood Property which i've stayed and prefer around the world. The room had wall stains, smelled and smoke of dampness and the bathroom appear to not be renovated since the 1980's. The hotel is also under construction so there was drilling on the follow above from 7:30 am when the workers were getting ready to about 7 pm form my entire stay. Made several complaints to the front desk to either find me another room, move to another property or to provide a refund to no availability. General manager was never available and the front desk staff were not authorize to make decisions. My vacation was ruined as I had to leave my hotel room; often tired to as the drilling and construction noise was unbearable or fall sleep in the couch in the lobby to the extend were security often asked why I was sleeping in the couch. Upon arriving to [redacted], called [redacted] and was told that nothing could be done as I made my reservations via [redacted].com and referred to call them. I did such and when [redacted].com reached out to [redacted] they refused to provide the refund and lied about there being any construction or record of my complaints. Regardless of how I made my booking; I stayed at a Starwood Property because of the expectations of quality and comfort I expect from choosing starwood for my travels all over the world. I expect Starwood to revolve this matter.Desired Settlement: First; I would like the total amount of my stay to of USD 700 a complementary stay of 4 nights at any Starwood hotel to supplement ruining my vacation, an apology from the general manager os the hotel and a quality assurance expert from starwood to visit the hotel and confirm that this hotel is substandard to the starwood brand. This kind of experience is not acceptable from a #1 worldwide hotel brand.

Business

Response:

Dear Mr. [redacted],

Thank you for contacting the office of [redacted], Senior Director of Customer Service through the Revdex.com website.

I was sorry to hear of your experience at the [redacted] Hotel. I understand that you had many issues with the hotel being under construction for renovations. I can understand why this would be upsetting, especially after not finding any advanced notice online.

Mr. [redacted], I have forwarded your comments onto the hotel. Their senior management will contact you within the next five days to address and resolve the matter fully.

Best Regards,

[redacted] EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

T [redacted] F [redacted]

STARWOOD [redacted] & RESORTS

ONE STARPOINT

Review: I booked this hotel and I called to confirm, I was asked if I wanted to upgrade the room for an additional free to a suite. I said yes. Upon arrival my room was given to someone else and I was placed in the next available room. The room given was dirty, trash in the trash cans, sheets dirty,found hair in bed, holes in the sheets. I asked for another room and they didnt have one available. Asked if they can come clean it. Nobody was sent. Asked for additional towels, never arrived to the room. I had to go find a housekeeper to get my towels. The next day I called for more towels and yet once again never arrived. I went to look for housekeeping to get my supplies since they were not provided. At the check out I was charged for a parking fee of 32.00 per night and 30.00 for upgrade fees and I didn't even get my upgrade. I am not happy with the service provided by the hotel. I called to make a complaint and nothing was done. This is terrible service to provide to tourist.Will not be returning.Desired Settlement: Refund for the services that were not provided. Clean room, towels, trash.. nothing was done.

Business

Response:

From: WP, Consumer Affairs

Sent: 20 February 2014 17:00

To: Maria Ewin

Subject: Your concerns brought forward to the Revdex.com

Review: I booked a three-night stay for four rooms at The Westin [redacted] hotel through the [redacted] travel agency. At the time of check-in, we decided we could live without the fourth hotel room, and inquired as to whether we could cancel it and get a refund. The manager at the front desk was pleased, and assured us that the Hotel would issue a refund for the cancelled room, and that, because the hotel was overbooked that weekend, we "would be doing them a favor." We knew about [redacted]'s cancellation policy, and were skeptical. We asked repeatedly whether we could get a refund, and were content to keep the fourth room, otherwise. The manager insisted that he was the only person who could get us a refund, that he would take care of it, but that we needed to cancel the room before he ended his shift in a few minutes. In light of all that, we decided to cancel the reservation.I have been in touch with a front desk manager at The Westin, the Finance Department at the Westin, and [redacted] customer service; unfortunately, no refund is forthcoming. Because it was a "nonrefundable" booking, [redacted] insists that it cannot issue me a partial refund. Similarly, because no charge was ever made by The Westin to us, the folks at the hotel insist that there is no refund to issue. We spoke to [redacted]'s consumer relations department who reached out to The Westin directly, and The Westin still said no refund would be issued.

Product_Or_Service: Hotel stayDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a refund of the cost of the room we cancelled: 1,195.96 USD

Business

Response:

From: [redacted] On Behalf Of [redacted] Consumer Affairs

Sent: Wednesday, September 18, 2013 9:28 AM

To: '[redacted].com'

Subject: Your experience with The Westin [redacted]

Review: I dined at Market by Jean Georges restaurant in the W hotel on Saturday August 3rd. Unfortunately, our waiter incorrectly ran my card twice. The correct transaction including tip has posted to my card for $54.78 but the erroneous hold is still pending for $25.04. In order for this hold to be released my bank must receive on W Boston letterhead a faxed release request. This letter must contain: amount of hold release, card # used, merchant info and contact info to the fax # X-XXX-XXX-XXXX. I have repeatedly contacted the restaurant and the hotel at no avail. Refusing to correct it's employees mistakes means that Starwood Group condones the practice of running clients cards multiple times. By proxy, Starwood is illegally holding my funds, let me put this in plain English: W Market ran my card for the 25.04 hold which was not to be collected, customer requested a letter faxed to her bank, by W Market aka Starwood group refusing to fax said letter they are the cause and culprit of funds not being released.

Desired Settlement: DesiredSettlementID: Refund

I want a letter faxed to my bank with the requested data as well as an apology from W Market, W Boston and the Starwood group. It may not be big money but I am a customer that chose to spend her hard earned money at your establishment and deserve the respect granted to any other customer.

Business

Response:

Business Response /* (1000, 5, 2013/08/16) */

To whom it may concern;

I hope that you are well and that you are having an inspiring day.

We are contacting you today in relation to your inquiry relating to your recent dining experience with the Market Restaurant at W Boston, 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 dining experience. We are sincerely sorry to learn that the hold on your card was made unexpectedly and as a result caused you distress. 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 and restaurants, the talent 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.

Please note that the hotel has taken your feedback seriously; I am certain that your experience will be used for additional training of their talent. This will ensure that this is less likely to happen to any of our future guests again, especially as we do recognize that this experience was disappointing for you.

Upon speaking to the Market restaurant; it is our understanding that the hold which was authorized has now been released. Nonetheless, in the event that this has not occurred I welcome you to connect with me again so I may follow up on this.

Ms [redacted], thank you once again for taking the time to express your feedback; we are grateful for having had the opportunity to connect with you. Should your future plans bring you to one of our many hotels and resorts, or perhaps restaurants; 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,

This review is for your Four Points by Sheraton located at: [redacted]
When I visit San Diego I usually look for a nice affordable place. Luckily I had found your hotel and that has been my go to spot for a couple of years. This last time I visited your hotel, In December 2015, I forgot a personal belonging of mine at your hotel. I didn’t realize it until I arrived back home.
I called your hotel to speak to your lost and found department. I left a voicemail, hoping I would receive some kind of response. My husband and I called numerous times. We kept being transferred to Sadie, the head of housekeeping, and she never seemed to return my calls. After about a month, trying to get a hold of someone, I got tired of waiting and decided to speak to your General Manager at that location. I called and Ali, a customer service representative, answered my call and said that he would be able to help me. He did apologize that no one had returned any of my calls and said he would investigate the problem. I gave him my information and he said he would call me back. I never received a call.
I called again the next day and spoke to Ali, and told him that he never called me back. He said that the lobby was really busy and he didn’t get a chance to call me back. He placed me on hold for about 10 minutes, another representative said that Ali, was busy, but that she would be able to take down the information they needed. I gave them my email, phone number, and full name, and was told that Sadie would be emailing me information on how to get my item shipped to me.
Two weeks passed and I never received an email. I called again asking for Ali, and he said that he had given the information to Sadie. I was put on hold while he went to see what was going on. I got tired of holding so I hung up. Sadie finally called me back and said that they did have my belonging, which I already knew, and that I could have it shipped or pick it up, which I already knew as well. Ali had explained all this to me since our first conversation. I told Sadie that it is ridiculous that I have had to wait almost 2 months for her to call me to tell me things I already knew. I told her I was over this and I was going to have to drive an hour and a half to San Diego to go pick up my belonging because she couldn’t take 2 minutes of her time to pick up the phone and return my calls. She didn’t seem to care. I received no apology, all she said was that she would leave it with Ali in the front. The fact that she didn’t apologize or care at all bothered me the most.
It’s a shame that such a nice hotel could lose business due to your customer service personnel. Having to wait almost two months for one phone call is ridiculous. Unfortunately, I was never given the information to the General Manager to speak to him directly. Customer service is the face of every company, it reflects your entire business. Truthfully, it felt like the customer service at this location doesn’t seem to care about their guests.

Review: I had accumulated close to 25k Starwood hotel points over the years. However, I found out recently that all of my points were forfeited due to account inactivity over 90 days. I called customer service to request that my points be re-instated. The CS rep claimed that it's corporate policy to only credit back 1/2 of the points since my account had been inactive for more than 90 days. I think this is unfair because there's no warnings whatsoever prior to the expiration of the points. Furthermore, when I logged into my account online, there's no information as to when the points are due to expire. For an infrequent traveler like myself, I'd need to keep track of when the annual expiration is coming up. It would be nice if Starwood could give its customers advance warning when their points are about to expire.Desired Settlement: I would like Starwood to credit me back the remaining half of my expired points (~12.5k) , as a one time courtesy. Going forward, I'd like Starwood to implement some kind of warning system to give customers advance notice of upcoming expiration of points.

Business

Response:

Dear Mr. [redacted],

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

I understand that your Starwood Preferred Guest account had expired due to inactivity and you feel you were not given proper warning of such. The expiration of your account also resulted in the forfeiture of 24,656 Starpoints. I can see why you would be upset over this matter. Please understand that all information on account expiration is located in section 4.2 of the SPG Terms and Conditions on our website. It is unfortunate if this information was not properly communicated to you. Please understand that SPG is a loyalty program. Much like other loyalty programs, if your account goes a certain amount of time without activity, the account expires. In our programs case, that time period is 12 months.

As that is the case and we do prefer to promote loyalty here at SPG, I would be willing to offer you the full amount of Starpoints back. However, to do this, we would need to see from you, a minimum of two paid stays at our hotels within the next six months. These stays would need to be booked through any Starwood branded website or through one of our Customer Contact Centers. Once your second stay is posted to your account let us know. We will then return the remainder of your Starpoints to you.

Mr. [redacted], we appreciate that you are returning to Starwood Preferred Guest and look forward to providing for your travel needs once again.

Best Regards, [redacted]

Consumer

Response:

Review: [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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not planning to go on vacation in the next 6 months. I am planning to keep my Starpoint account active by re-activating my [redacted] card. Regardless, I find myself speechless that a large, reputable Fortune 500 corporation such as the [redacted] would use the Starpoints that a customer has rightfully earned, as bargaining chips to generate new revenue. Up until today, I never knew that the forfeiture of 12k Starpoints, which literally worth pennies to your bottomline, means that much to you. Or put it another way, I finally realized how LITTLE you value your customers.

Sincerely,

Business

Response:

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,

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

T [redacted] F [redacted]

STARWOOD HOTELS & RESORTS

ONE STARPOINT

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As stated previously, I'm not planning to do any traveling in the next 6 months. Furthermore, these Starpoints that you forfeited are points that I'd ALREADY EARNED through many years of being a loyal Starwood customer. For you to rob me of my points and then turn around and use them as ransom to solicit more business from me is borderline criminal behavior unworthy of a Fortune 500 company.

Sincerely,

This is unjust treatment from Starwood. The company should be ashamed.

Review: Starwood account Number [redacted] This is in regards to a stay in the future for my group that will be staying at your hotel in [redacted] in May of 2014. We started trying to secure lodging at the hotel in [redacted] because we are familar with the Starwood brand based here in the United States and have used the brand for several conferences and events in the last few years. As of now we are very unhappy with the service thus far rendered in helping us to book group travel. We have tried directly with Custumer service here in the USA to book as a group and have even tried directly with the hotel. Here in the United States we were denied a group account because we were told we do not fit the criteria for a group. Our organization has over 1000 members across the country and was quite shocked bythat the response. We then decided to contact the hotel directly which the only means of communication is via email. In doing so the more pressing issue came when dealing with the pricing that was offered by the hotel directly.

The rates being offered directly for Sheraton [redacted] are more then the rates being offered on the website. We made the decision to book directly with the website This has resulted in us booking directly online with Starwood indvidually and our company loosing valuable starwood points for the hotel stays as everyone's reservation is booked individually. Our hotel stay totals aproximately $13,000 for 7 days . We would have hoped custumer service in this matter would be a lot better coming from Starwood but we are severly disappointed in the unwillingness to offer anything more to help usDesired Settlement: Willingness to offer the group the starwood points for everyones stay and possible incentive to use the hotel

Business

Response:

From: WP, Consumer Affairs Sent: 29 June 2015 19:07To: [redacted]

Subject: Your recent experience with Starwood

Review: On Wednesday August 7. I was asked to leave the [redacted] Miami-Oceanfront located at [redacted] which I have a reservation for [redacted] by a security guard supervisor for the near by Hotel properties named [redacted]. His reason for this was I am suspected of having a warrant for murder. I did understand what he was talking about is I asked the hotel staff to verify and this is when [redacted] showed me a piece of paper which had a description of a 26 year old black male with a fake [redacted] drivers license named [redacted] The title of the email was from the Four Points by Sheraton hotel which I had a reservation two days ago [redacted] I have a real drivers license [redacted] with name correctly spelled on it. On August 5th 2014 the police were called to the Sheraton to have me removed from the property (Police Case # [redacted]). The hotel staff was made aware of a previous hotel making unauthorized charges to my car which resulted in the card company temporarily putting the card on hold till 9pm on that day. The hotel went ahead and tried to charge the card even though I was not ready to check in. The card was declined because of the before mentioned situation. A business card was given to me [redacted] The card came from the hotel staff member that seemed nervous and very over anxious when I arrived at the hotel. I asked her what was wrong and she told me that she had allergies. [redacted] of the Four Points hotel who handled the majority of verifying my reservation told me that she had allergies as well.She looked to be easily scared because of the false accusations of me that I learned of today. These accusations are untrue without any merit. I am a auditor and I have done audits at a good amount of SPG properties which Four Points is a part of in the past. I am also a SPG Member ( [redacted] ) I was checking into the [redacted] hotel for personal reasons. I was ultimately asked to leave the property by police officers who looked to be angry because of the type of phone called they received [redacted]. I was able to get a incident number for the tresspass warning at the [redacted] Police Department. I have no connection to the person that the hotel does not want in the hotels. If they did research and brought that letter to the police they would have known that I am not who they think I am. Mistakes happen everyday but accusing someone of murder does not.Desired Settlement: Disregard the letter that is being passed around. Tell near by properties that you made a mistake and you are sorry. Correct the error that you made internally. Find a way to fully compensate me for bringing such a accusation onto my name. FYI murder isn't music. You can not accuse something so serious of without getting all of the correct information.

Business

Response:

From: WP, Consumer Affairs

Sent: 14 August 2014 18:47

To: [redacted]

Subject: Your recent experience with the Four Points by Sheraton [redacted]

Dear [redacted],

Thank you for taking the time to share your feedback through the Revdex.com. We appreciate the opportunity to review your comments regarding your experience with the Four Points by Sheraton [redacted]

I was concerned to learn of the document you referred to in your communication as shown by the [redacted]. Our location has not shared any document or information relating to your experience with this hotel. Nonetheless, I can understand the frustration you may have felt and hope the [redacted] can answer any questions you may have relating to this.

We also connected with the hotel to examine your experience with them further. We were concerned to learn of the request made by the hotel to ask that you leave the hotel. Decisions such as these do not reflect a personal and positive connection between our guests and our hotel. To our understanding, this was made with the support of the law enforcement. The management felt that this was made in the best interest of the safety and security of their staff and other guests. All of our hotels require valid payment methods together with identification for guarantee to be presented upon arrival. This information is also displayed on [redacted] where it is my understanding that your reservation was confirmed.

[redacted], we appreciate the details you have shared with us and hope the [redacted] may answer any questions you may have referring to the document. We recognize that your relationship with this hotel may have been affected, but hope you will choose to continue a positive relationship with our many other locations.

Sincerely,

Consumer Affairs, Executive DivisioN

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I used 12,000 points and had a fabrication on employees who all night conceived what they were giving us and charged us different. When my husband found out about it and confronted him he shoved the bottle in his face because he did get caught. Then when we checked in our room was used and not clean and did not give us what we requested. I called the corporate star points and the hotel and they said they would investigate this. I did get a letter in the mail stating they gave me 1500 points back. I got on the phone immediately and talked with a Brenda who said she will fix it and give me my 12,000 points back and to call her in the next week to make sure. When I did Brenda was not there and they told me hotel is only giving 1500. I called a gomez manager late friday and he said the star rewards can just return them to my account so not sure why this run around.Desired Settlement: Refund of 12,000 points and for all the inconvenience and the deceit something else should be done...

Business

Response:

To whom it may concern, please see the following email which was sent to the customer yesterday. We have yet to receive a response:

From: [redacted] Sent: 15 September 2015 17:25To: [redacted] Subject: Your feedback to the Revdex.com

Dear Ms. [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 W Hotel this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further.

Ms. [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 DivisioN

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they promised me early checkin and our room was messy as like someone used also bar faxed low price drinks for higher ones all night besides the activists at night. Please credit account [redacted] D[redacted]

Sincerely,

Review: My colleague and I shared a room at the Westin hotel. My colleague paid the hotel bill with her card, I planned to reimburse her later. She checked in on 2/28/14 and I checked in on 3/1/14, we both checked out on 3/2/14. I self parked for ONE NIGHT at a rate of $41 per night. The bill for our room reflected the correct one night parking fee of $41. However, when I tried to exit the parking garage on 2/2/14 at 3:25pm I was charged $82 dollars at the exit gate. I had to pay in order to exit the garage.When I called the Westin the first time I was told that they could not credit me the money and must instead credit the $82, paid with my card, to my colleagues card because she was the one who made the room reservation. After they reimbursed her half of my $82 I found out they could've credited my card and my colleague did not want it credited to her account. When I called the Westin on 3/7/14 they offered to reverse the credit my colleague received and redirect the full $82 to my card. In the same evening I found out that the $41 given to my colleague had indeed been removed. However, on the morning of 3/8/14 I discovered that instead of refunding my $82, they charged my card an additional $82! I called them immediately and nobody returned my phone call. Later, in the same day, I e-mailed the Westin regarding this issue and as of 3/9/14 at 4:52pm have still heard nothing. It's been back and forth for a week now, and the refund amount is now $164.

Product_Or_Service: Parking for one night

Account_Number: Guest Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I need all $164 credited to my account without delay. I would also like an explanation as to:1) Why I was charged at the parking garage when our room had already been billed and my parking stub validated at the desk!2)Why I was charged for two nights upon leaving the garage when I only parked one night!3) Why my card was charged a second time, when I gave my credit information to authorize reimbursement!

Business

Response:

From: WP, Consumer Affairs

Sent: 18 March 2014 17:16

To: Crystal Dawn Rowe

Subject: Your concerns brought forward to the Revdex.com

Review: 5 months ago, my husband booked this hotel for the night before we boarded for our cruise. We flew all the way across the US to stay at a 4 star hotel. As our flight got in, we took a taxi from the airport to this hotel. As we arrived around 11pm (knowing our reservation would only be valid if we checked in before midnight) we were told that they did not have our reservation. My husband provided the employee with the reservation #. The employee stated she does not know what happened to our reservation but they could not accommodate us because they were full. Keep in mind we already paid for the room in advance. The employee was very rude and unapologetic. As she stood behind the computer, we asked her why and she said she did not know and continued to stare at us as if she was waiting for us to leave. We asked to speak to a manager. The manager was also very rude and gave us the same lines. We asked what we should do and they said they didn't know. I had to ask to be put up in another hotel. They said they could put us up in their "sister" hotel [redacted] I asked where the hotel was located and they stated it was another 15 minutes away. I told her that we took a taxi from the airport to here. I asked her how are we going to get to the hotel that is another 15 away from our destination that we need to get to in the morning? As she stared at me with a blank face, I asked that the hotel pay for our taxi. As the employee called the taxi service, she said the line was busy and here is the number to call. How is this 4 star service? I had to call from my cell phone. I asked the employee for a refund for the room. She said that they could not give us a refund because we booked through Expedia. My husband was on the phone with a sales representative from [redacted]a who also stated that they could not give us a refund. After getting know where, we got into a taxi that was already at the hotel. As we arrived at the Hilton, we realized that we paid for a 4 star hotel, but stayed in a 2 star.

Product_Or_Service: hotel room

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We request a refund. We should have never been treated the way we were. All [redacted] employees (especially managers) need a training course in customer service.

Business

Response:

From: WP, Consumer Affairs

Sent: 27 November 2013 18:42

To: Megan Behounek

Subject: Your concerns brought forward to the Revdex.com

Review: On the night of September 30th. of this year my friend [redacted] and I stayed the night at this establishment and checked out the next day, October 1st. to drive home. Upon arriving home we discovered a crystal I had bought in Brazil and brought back with me was missing. I know I had it when we stayed at this establishment because I showed it to my friend [redacted]. My friend [redacted] and I both called this establishment to find out if the crystal had been turned in to lost and found but we got nowhere. They said they would look in the room for it and call us back, but we received no call back.I am devastated because the crystal was a gift for a very dear friend. The crystal was a large pink quartz crystal worth [redacted] in Brazilian funds, I know because I have the receipt.Desired Settlement: I would like them to return the crystal if possible or refund me the cost of the lost item.

Business

Response:

To whom it may concern;

Greetings, I hope that you are well and that you are having an inspiring day.

We are contacting you today in relation to your inquiry relating to your recent experience with one of our hotels, 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 personally shared.

Review: We stayed in [redacted] Hotel from Jun 23 to 27. Before I arrived, I called to request a room not on the highway side and got the answer "sure". Well, when we arrived, it is a room facing the highway. I then called to change the room and was told no room left now. The second day, when we came back in the evening, we found the room was not cleaned at all, so I had to call again for house keeping. The third day, the room was cleaned but there was no bath towel in the room. Called the front desk, then house keeping. The problem was the house keeping lady did not speak English. She took wrong items to our room. We needed to call serval times to front desk, house keeping, back and forth to get the towels. Really frustrated. We left on June 27, and asked to use a different credit card from the one we gave at the beginning to pay. Then after a while, I noticed that we got charged twice on both credit cards. I am a starwoods member, and I stayed in different [redacted] hotels. This is the worst experience ever with [redacted], and I am really disappointed.Desired Settlement: 1. I need an apology for the bad services.2. I need my money back since I got charged twice on both my [redacted] and **.3. I need compensation for the bad services/experience and my time wasted.4. Please improve your quality to serve customers in right way.

Business

Response:

From: WP, Consumer Affairs Sent: 02 January 2015 16:43To: [redacted] Cc: [redacted] Subject: Your recent experience with the [redacted] Hotel

Review: Hello,I am a Starwood Platinum member and used their customer service telephone line to book a hotel room. I called the telephone line back to cancel a hotel room 1 week before arrival (my cancellation policy allowed same day cancellation). However, my cancellation was not forwarded on to the hotel (Sheraton [redacted]) and they charged me for a no-show. I had to call the Starwood Customer Service 21 times before they refunded me my money. Each call took approximately 15 minutes since I had to explain the issue from the start. Even when I asked to be transferred to the supervisor no action was taken. As a frequent business traveler, I am extremely upset at this customer service. I should not have to call 21 times (over 5 hours of my time) to get a refund. When I mentioned this to a supervisor, they said that issues like this happen and I need to learn how to deal with it. I am extremely upset at this service.Desired Settlement: I would like to be compensated for my time. It is not acceptable to ask a customer to call 21 times or say 'you need to just deal with such delays'.

Business

Response:

Dear [redacted],

Review: I made a reservation for 2 rooms at the Westin Hotel in [redacted]. I prepaid for the rooms, 2 weeks prior. We reserved the rooms for a night out. My daughter had her prom, so we got her dressed and took pictures, as the hotel is beautiful. Her and her date left, and my husband and I went to dinner with friends and were heading out for drinks. We gave my daughter ( whom is 18 years old) a key to the room to go back and change, as we were staying at the hotel as a family for the night. (My husband and I had just stayed at this same hotel 2 weeks prior.) We were at dinner and my daughter called me and said that a gentleman who claimed to be a manager (name was [redacted]) knocked on the door and told her she had to leave if we weren't in the room with her. She put him on the phone and he had several different stories as to why he went to the room. First off, it was my daughter and niece and both of their dates in the room, all 18 years old. I asked him why he was in the room in the first place, and he said because he seen that they were in prom attire. What he really seen was 4 black young adults, and he wanted to harass them. When I spoke to him, he said that they couldn't be left without an adult if they were under 21 YEARS OLD! This was the craziest thing I ever heard. 18 is a legal adult in the USA! I respect the hotel policy on having to be 21 to check in to a hotel, but definitely not being left alone. I then told him my husband would be coming to the hotel but I was waiting on another couple to join us for dinner. [redacted] kept implying that they were KIDS, I told him they are young adults, 18 is an adult in this country. He said he could possess a Westin policy that states anyone under 21 must be accompanied by and adult. He told me if I didn't like the policy I could check out and get a refund. My husband left and went to the hotel, and [redacted] had the POLICE there! He never possessed a policy that stated anyone under 21 had to be accompanied by an adult. He showed the check in policy that stated you must be 21 to check in. He acted like we were a threat to him or like we were going to do something. He and the police followed my husband to the room, my husband told my daughter and niece to get their stuff and lets go. I did threaten to contact corporate because all I ever stay in are [redacted] and Westin hotels, and I have never had such unprofessional service in my life! The real reason we were singled out was because he seen black teenagers in formal wear, and he assumed they were going to be partying. My husband told him he wanted a refund and he said no because we had already occupied the room. I am totally disgusted at such treatment and as far as Im concerned this is a case of racism. And for the record, I am caucasian! My children are bi-racial. Not only did this ruin the entire night, we wasted money on a hotel we didn't even stay in. He was laughing and giving high five to the security when my children walked out. That is utterly disgusting. I will never stay in a [redacted] Hotel again. I feel it's only right that I receive a full refund, and I suggest that you do a thorough check into this so called "Asst Gen Manager" named [redacted]. He is a definitely not someone who should be representing such a prestigious hotel.Desired Settlement: DesiredSettlementID: Refund

Full refund and reprimand Asst Gen Manager [redacted]

Business

Response:

To whom it may concern,

[redacted]r spoke with the guest. He explained that the hotel had made their decision based on their standard procedures during the Prom weekend. The hotel has declined to refund the guest. Andrew politely advised the guest of the franchise relationship with this hotel, and that their policy is in place to improve the experience of all guests. It was agreed that the guest and Consumer Affairs had different opinions on how this issue should be resolved. The guest has been asked to connect with the hotel’s ownership if they wish to further discuss this concern.

Review: Credit card information stolen right after booking a stay on their website.

Within hours of submitting my information online at the Starwood Hotels website for the W hotel in Barcelona my credit card was being used for very large purchases in the same state as their global sales office is located.

I attempted to contact both the local hotel and their corporate office and neither group addressed my concern over my information being stolen. I made no other online purchases in the two week prior to this transaction and had not used the card recently in person as well.Desired Settlement: I would like them to look into their website security as well as what information their employees have access to. I have been a long time customer of Starwood Hotels and to not even address my concern in an email is not only rude but terrible business practice.

Business

Response:

To whom it may concern, please note that the hotel and we have been in contact with the guest through the following correspondence;

From: WP, Consumer Affairs

Sent: 18 December 2013 15:28

To: Michael Metzger

Cc: Ontiveros, Montse

Subject: Your experience with the W Barcelona

Review: Was charged extra money for incidentals. I was never made aware of these charges and was never informed of what the charges were actually for. I have left voice mail messages with the hotel manager with no response

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like 1/2 off my hotel bill refunded for being asked to leave at 4am in the morning and I want the $115 dollars in incidental charges refunded as well.

Business

Response:

Business Response /* (1000, 5, 2013/03/27) */

Sent the following email to the guest on March 27, 2013

Dear Mr. [redacted],

We received your recent correspondence to the Revdex.com regarding a recent stay you had at one of our hotels.

Regrettably, the name of the hotel and dates of stay were not provided. I would be happy to look into the matter for you if you would be so kind as to provide the me with the name of the hotel, dates of your stay and the confirmation number if you have it.

Once I receive this information I can follow up accordingly with the hotel.

I look forward to hearing from you soon.

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

Business Response /* (4000, 12, 2013/04/05) */

Dear Mr. [redacted],

We received information from the Revdex.com with regard to your stay at the Aloft Green Bay. Thank you for sharing the information with us.

Upon reading your comments I reached out to the General Manager of the hotel. Ms. [redacted] shared with me the details of your stay and what transpired during your time at the hotel.

I understand that Ms. [redacted] contacted you via email recently and shared with you that the charge was for the noise disturbance caused to the nearby guests. The hotel has advised us that regrettably you were escorted out of the hotel by police due to several noise complaints and the hotel had to make accommodations for other guests as a result of the inconvenience.

If you have any additional questions or concerns, we suggest you reach out to Ms. [redacted], General Manager of the hotel.

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: 2013XXXXXXXX

Consumer Response /* (4200, 14, 2013/04/13) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The business is only explaining what happened from their perspective. This is not an effort at resolution.

Their explanation for the additional charges is incoherent at best. To imply that I was charged for the inconvenience of other guests is troubling given I was never aware of the inconvenience before being asked to leave.

Nor was I aware of the "substantiation" for these charges. If I were to have walked down every corridor in the hotel yelling, would I then be charged a made up amount per every room they have? What would the amount be? Would it be charged per room or per customer? Would this amount be allowed to reach into the tens of thousands of dollars then? Where does this stop? Is there no due process or explanation given to the customer before these charges are realized?

Aloft not only asked me to leave their facility improperly but they arbitrarily attached a monetary number to their accusations. Apparently Aloft is under the impression that they are the judge, jury and executioner when it comes to both charging a customer arbitrarily and how much that charge should be.

I vehemently disagree.

Business Response /* (4000, 16, 2013/04/18) */

We apprecaite Mr. [redacted]'s complaint, although his perspective on the matter is different from the hotel. The Aloft Green Bay is independently owned and operated. This Hotel utilizes the Aloft trademarks and logos pursuant to a License Agreement. Neither Starwood Hotels & Resorts Worldwide, Inc. ("Starwood") nor its subsidiaries or affiliates, including the licensor, has any ownership interest or day-to-day control over the operations of this Hotel.

We respectfully decline his request for any from of refund or adjustment, and encourage that he speak directly with the hotel management if he feels that these charges are unjustified in any way.

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

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Description: Hotels, Hotels (except Casino Hotels) and Motels (NAICS: 721110)

Address: 375 S Moorland Rd, Brookfield, Wisconsin, United States, 53005-4250

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