Starwood Hotels & Resorts Worldwide, Inc.

Review: I was a "guest" at [redacted] hotel from May 17 May 21 for the [redacted] Clinic Patient Summit. My travel agent received an email from [redacted] on May 7 at 5:49 pm stating that the hotel had received the authorization to add my organizations corporate credit card to my room. I checked in at the hotel on May 17, where the front desk staff explained the corporate credit card was not on file. I provided the front desk staff with my personal debit card so they could hold one on file for incidentals. My travel agent called the hotel on Monday, May 19 and spoke with the manager on duty that day, [redacted] who assured her there was a glitch in the system but it would be taken care of and the only thing I would be responsible for were incidentals. When I checked out on May 21, my debit card was charged. After explaining the situation once more, my card was refunded and I was promised by the manager, [redacted] that my card would not be charged and that it would be taken care of. On Tuesday, May 27 I spoke with manager, [redacted] who assured me the issue would be taken care of. Sunday, June 29 my debit card was charged $787.56 for the hotel stay. I once again called the hotel and spoke with [redacted] who assured me my credit card would be refunded that day. On Monday, June 30 [redacted] explained my debit card had been refunded. My travel agent resubmitted the authorization form for the corporate credit card that day. Wednesday, July 2 I received an additional, unauthorized charge in the amount of $55.53. [redacted], the manager was unapologetic and said she didnt know what the charge was for.Desired Settlement: I wish to have my debit card credited $787.56 for the hotel stay, and the $55.53 of "unknown charges." I want the correct corporate credit card to be charged for the hotel stay. Additionally, I wish to have this thoroughly reviewed and investigated and wish to have a written response/explanation from The [redacted] corporate office as I do not trust The [redacted] Downtown property or staff.

Business

Response:

From: WP, Consumer Affairs

Sent: 07 July 2014 18:55

To: [redacted]

Subject: Your recent experience with the [redacted] Downtown

Review: In April of 2013, my fiance and I signed a contract with the Westin in Aruba to have our wedding held at that location on July 19th, 2014. We also gave a deposit of $1,000 at that time. Part of the contract stated that we would get 5,000 starpoints for each 10 room nights that our guest stayed. Also, we were going to be receiving 1 starpoint per dollar spent on our wedding at the Westin in Aruba. In January of this year, we were notified via email that the Westin Aruba had been bought out by the [redacted] and that the Westin would no longer be able to hold our event, even though they signed a contract with us to hold the event. Luckily, the buyer, The Riu, was able to pick up our wedding and hold it at their hotel. The Westin has offered us nothing in the way of compensation either monetarily or in starpoints for the contract they signed and voided or the inconvenience that this has cause not only my fiance and I, but also many of our guests. When we contacted the event coordinator, she said there was nothing she could do regarding the starpoints or monetarily. One of the reasons that we decided to have our wedding at the Westin in the first place was our ability to earn starpoints for future vacations. I felt totally dissatisfied by this and decided to see if I could get a reasonable response through their customer service website. The response I received was awful. First of all the customer service rep responded to me using the wrong last name, he then proceeded to say this..."Thank you for reaching out to us in regards to your wedding reception. Your email was escalated to my attention due to the deactivation of this hotel; I am in charge of all guest communication surrounding the deactivations of hotels from the Starwood chain as well as I am in a leadership position. We appreciate that the closure of the Westin Aruba is disappointing to you. Regrettably, we are not in position to honor the points. If you would like to pursue your request further, please contact your original contractor."Desired Settlement: I would at a minimum like starpoint compensation for the inconvenience of having to move my wedding ceremony as well as my guests 7 months after originally booking my wedding at the Westin in Aruba. We were never warned that this was a possibility and the contract didn't specify the contract could be voided by the hotel in the case of them selling it. So far they have offered nothing other than pushing us off to the hotel group that purchased their hotel.

Business

Response:

The following has been emailed to Mr. Farrell:

Dear Mr. Farrell,

Thank you for taking the time to connect with the RevDex.com regarding your arrangements with the Westin Aruba. We wish to

extend congratulations during such an important moment in your lives, and truly

appreciate that you chose Westin for this occasion. We regret the circumstances

which have led you to feel the way you do, and welcome the opportunity to

discuss.

We do sincerely regret the inconvenience of needing to

relocate your event, and are glad that [redacted] was able to extend services to

ensure this event could continue moving forward without delay. While we were

not aware of the need to relocate reservations and the decision to close the

resort until recently, we wish to assure you that we have taken every step possible

to ensure our guests are taken care of, and we do appreciate the understanding

and patience our guests have shown during this challenging process.

I can understand why this would be both an enormous concern

and disappointment due to the expectation of earning Starpoints, and wish to address

this concern you as loyal guests have expressed. Starpoints would be awarded

through Starwood Preferred Planner for specific events and meetings, but

remains governed by the Terms and Conditions for Starwood Preferred Guest. Our

Terms and Conditions do state that in the event of a hotel exiting the SPG

Program for any reason, member will not earn Starpoints, promotional rewards or

other such benefits, even if the reservation for a stay at the former SPG

Participating Hotel was made prior to the exit date. This is the policy to

which we have adhered for all guest relocations, in an effort to treat all

guests fairly and equally under the rules of the program to which they have

agreed to participate.

While our Terms and Conditions do not require that anything

further be offered with respect to Starpoints, I do not believe that would be

the right thing to do for you as guests, or to reflect the significance of your

circumstances. In review of the contract which was signed, I was unable to see

any information of the 5,000 Starpoints per 10 room nights you noted in your

communication to the Revdex.com; under Starwood Preferred Planner,

the maximum number of Starpoints which may be earned for an event is 20,000

Starpoints. For the disappointment you have expressed and due to the nature of

your specific circumstances and event, I would be willing to extend to you

20,000 Starpoints, as a gesture of goodwill. This would afford you all of the

Starpoints to which could be earned for this event, and we do hope that your

experience with [redacted] reflects the same level of hospitality you would expect

when you originally booked with us. I would appreciate confirmation of your

acceptance to proceed with the necessary arrangements. With respect to

financial elements of your contract, I must respectfully decline to extend any

goodwill in this regard, but would encourage you to discuss with [redacted] to ensure

your event meets with your expectations.

I wish you the best in the exciting journey on which you are

about to embark. We thank you for your patience and understanding, and look

forward to providing you with the high level of service you expect when staying

with us during your next stay.

Review: Last November, I booked 2 rooms using my [redacted] points to the [redacted]or dates between 4/30/2014 to 5/02/2014. This trip is for my family to attend my sister's wedding. On January 10th, I received an email from Starwood stating that they sold the resort and the new owners will close the hotel for renovation. The same email stated that I would be contacted no later than 2/4/2014 with a resolution . On 2/4, I received an email from Starwood stating that they are still working on a resolution and will contact me no later than 2/5. On the afternoon of 2/5, I called Customer Service who unhelpfully told me to wait another couple of days because she doesn't have a clue. She also suggested that I send an email to Starwood Consumer Affairs and I replied that "I already did, they ignored me". Starwood have hung my family out to dry. This situation have been causing a lot of stress to my family. I have been a long time loyal fan of Starwood and I hope they make this right.Desired Settlement: Fulfill the original promise providing alternative accommodations at a nearby location at no additional cost.

Business

Response:

To whom it may concern,

We have connected with the guest to offer our sincere apologies and share that we are actively working on this. We are sincerely sorry that we were unable to provide the details on time but once we have received the details Mr. Huang will be contacted accordingly. Should Mr. Huang have any concerns or questions in the meantime, he may connect with us again and we would be happy to take note of these.

Review: I called Starwood Platinum Concierge about getting a hotel reservation changed on November 8, 2013. After placing 5 phone calls, waiting for 15 minutes each, and then being informed that Starwood Platinum Concierge could not reach anyone at the hotel to help me, I finally gave up and went to email. After several emails to coordinate a day and time that would work for everyone, I spoke with [redacted] about the situation. She assured me that she would get the one night at the Sheraton Hacienda Del Mar cancelled, and that same night added to my reservation at the Westin Los Cabos, and that all she needed was the password to my account. Now, almost four weeks later, I find out that my reservation at the Sheraton Hacienda Del Mar has NOT been cancelled, and now I have been DOUBLE CHARGED by Starwood for my stay at the Westin. I just called Starwood Platinum again, and was informed that they could not help me because they called the Sheraton in Los Cabos and was told they could not find the right manager to cancel the reservation. When I asked for a supervisor, I was put on hold, and then eventually someone picked up who said that she worked at a Sheraton, but it was not the Sheraton in Los Cabos, and she had no idea why I was calling, or how I got transferred to her.Desired Settlement: I am due to have 60,000 points awarded back to me immediately. I am also now concerned about the service we will receive at the Westin Los Cabos if we do proceed with this vacation. If I decide to cancel this vacation due to this consistently poor service, I expect that I will not be charged any cancellation fees, and that the additional 50,000 points will be awarded back to me without delay.

Business

Response:

To whom it may concern, please note that we have tried to connect with the guest via the phone number provided and have left a voicemail. We have also sent the following email;

From: WP, Consumer Affairs

Sent: 03 December 2013 18:22

To: Yuanxia Ding

Subject: Your complaint forwarded to the Revdex.com

Review: Reward program takes away my reward SPG points without notice

Due to inactivity, the company takes away 25,000 reward SPG points without notice. It's unfair practice. Talked to customer service and supervisor on 6/22/2013, they would not restore 100% of my lost points.Desired Settlement: 100% of restore of my lost SPG point.

Business

Response:

Business Response /* (1000, 5, 2013/07/04) */

To whom it may concern;

Please find the communication we had with the customer in question and explanation of concerns brought to our attention. Below are excerpts from our communication:

'I am contacting you today in relation to your inquiry relating to your Starwood Preferred Guest account 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.

First of all, we are happy to see that you are returning to the Starwood Preferred Guest loyalty program after not being an active member for almost 2 years. I take this opportunity to welcome you again, and we look forward to you staying with our hotels again in the near future!

After reviewing your concerns, we understand that you find that the amount of Starpoints returned to your account was not to a satisfactory level; in your opinion.

Taking into consideration that that the number of Starpoints which have been returned to you were expired as a result of lack of appropriate transactions; we are not required to return any of the points offered. We consider the offer made to be a fare and reasonable amount. I understand that my colleague has also offered to return the remaining Starpoints to your account should you have an eligible stay with Starwood Hotels & Resorts in the near future. '

......'Although we do consider this to be a good offer made to you; we may be willing to discuss this further. In the event that you may require these additional Starpoints for an upcoming stay, please feel free reach out to me and I would be look into this again. You are very welcome to email or call; whichever is your preferred method of contact.

Our door remains open and we look forward to hearing further from you regarding this.'

To this day the guest has not responded to our communication.

Kind regards,

Chris

(Ms) Christine Nilsson

CONSUMER AFFAIRS, EXECUTIVE DIVISION

Review: I had a cancelled stay at the [redacted] on 7/18/15 that has still yet to be refunded to my credit card [redacted]. The hotel says it has been refunded but it was to a [redacted] account that does not belong to me. I am looking for a refund of $133.26. My guest number was [redacted] and my Invoice Nbr is [redacted])Desired Settlement: I am looking for a refund of $133.26.

Business

Response:

Thank you for this information.

I did speak with this guest and it was determined the reservation was booked outside of Starwood and thus have instructed the guest to contact the source of the booking. He was pleased with the clarification.

The guest has our contact details if further follow up is needed.

Consumer

Response:

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,

Review: Incidental fee that was put as a hold on my account was not released during allotted time period (3 - 5 business days). I checked my statement & discovered that it was instead charged (ran as a transaction) instead of releasing the said hold.

Product_Or_Service: Incidental FeeDesired Settlement: DesiredSettlementID: Refund

I would like the 50.00 incidental fee to be refunded to my account. Contacting the billing department left me with no resolution as the answering machines constantly pick up the phone instead. Calling the front desk only led me to a manager whose machine also automatically picked up the call.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] has properly returned the 50.00 incidental fee hold on June 12, 2015. I am sorry that I had to contact the Revdex.com to get any progress done or to have any sort of contact with those in the department of that hotel. I'm disappointed because this is not the first time I've felt slighted by this staff. I sincerely hope that there is some looking into with regard to proper customer service, especially at a hotel with such prestige as [redacted].

Review: I have asked Starwood whether they provide funds to [redacted] as a charity. This is important to me as a consumer as I would like to avoid this. It is not evident on their website yet I have been told they have. I have emailed them, and they have told me to call their public relations office. I have tried this twice and they keep telling me to call the office. No one has reposed to my inquiries. It just keeps going in a circle. I thing they are trying to give me the run around. All I want to know from them is whether they do provide funds to [redacted] As a consumer, I should know where my moneys are being sent by companies in the form of charitable donations.Desired Settlement: All I want to know from them is whether they do provide funds to [redacted] So far they are refusing to provide me with a an adequate answer despite my emails and telephone calls.

Business

Response:

Dear [redacted],

Thank you for taking the time to write to Starwood Hotels & Resorts Worldwide, Inc., regarding Starwood's purported support of [redacted].

Starwood does not make philanthropic donations to [redacted]. Any statement to the contrary is a misrepresentation of fact.

We regret any erroneous information you may have seen regarding Starwood's practices in this regard and we look forward to welcoming you as our guest in the future.

Sincerely,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

GUEST EXPERIENCE INTELLIGENCE

T ###-###-#### F ###-###-####

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CT 06902

Review: I checked in at the [redacted] location in [redacted] on August 30, 2013 and checked out on Sept. 04, 2013. The charges for this stay were appropriately taken from the card([redacted]). However, there was another charge in the amount of [redacted] on our card from this same location that we have no knowledge about. Our bank raised the flag on this charge while they were investigating a fraudulent charge from another [redacted] location in [redacted] that same time period. I attempted to contact the hotel directly and was told accounting would get back to me. I never heard back and attempted to contact on Saturday Sept. 14, 2013. I spoke with [redacted] who left me holding for about 16 minutes until another rep picked up and advised there was nothing she could do and [redacted] was assisting another guests. At this point I realized they had no intention of assisting in this matter and that's twice they've been dismissive towards me. I suspect their may be a connection with the unauthorized [redacted] charge that occurred on sept. 02 and this second charge at the [redacted] location as we are in possession of both cards at this time and it seems highly coincidental. My bank had requested me to notify this([redacted]) location prior to them taking action on their part in regards to this matter. As a business woman I do not tolerate actions of this nature especially with a well known corporate brand. This is highly unacceptable and I've been more than diligent by giving a business week to get back to me and have the matter resolved internally.Desired Settlement: I am seeking a full refund [redacted]. I am also seeking further compensation for having to waste my time filing this report against [redacted] and that a bank had to catch such a blatant unauthorized charge in the first place. I am seeking a further reimbursement of at least two nights for inconvenience in this matter. Failure to resolve will lead to legal action which will involve the fraudulent charge with this location as well as [redacted] for possible internal fraud within the business.

Business

Response:

From: [redacted] On Behalf Of [redacted]

Sent: Friday, September 20, 2013 1:31 PM

To: '[redacted]'

Cc: [redacted]

Subject: Your contact to the Revdex.com

Review: My first night at the [redacted] was sleepless. Rain contributed to the traffic noise on [redacted] where the hotel was located and surrounding guests were inconsiderate all night. I began asking for a room change at 7am Saturday morning and was told to check at noon which I did. I was told that the hotel and staff were very busy at noon and I would receive a call back. That call never came. When I inquired again around 2pm, I was told we could move to another room on the 12th floor and that a suite would be $21 more. Yet by the time I got to the lobby, I was told that the room on 12 had been booked and to check back. ** then called the Manager on duty to ask if we could upgrade and he would call me. After that call went unreturned I came back to the lobby and was told the suite could be offered at $50 discount making it $150 a night but not to worry, a room would be found. Upon checking out, I learned that the quoted rate of $150.00 was an UPCHARGE on my bill added to the $129.00 Starfriend rate for two nights totaling $279.00 per night. I never verbally agreed to, signed for, this rate increase or additional charges for a new room.

Account_Number: Confirmation [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the $129.00 - $258.00 for two nights. I am not asking for a free room or to be refunded for poor service or a sleepless night. I will pay the rate that I agreed to and that my reservation paper work reflects when I checked in. Thank You.

Consumer

Response:

Review: [redacted]

I am reviewing this response as we continue to talk about a reasonable solution.

Review: When making the reservation [redacted] indicated that the YTD stay is 6. After making reservation for additional 22 stays for our trips. Confirmed with the phone associated that if we stay the reserved stay we would get the additional 22 stay toward our total stay for the year. However, after the trip we realized that we are missing 8 stay. Called the [redacted] representative agree that the 22 stay should be credited but claim that she can not do it from her end so she told to email someone else to do so. Nothing was done.Desired Settlement: Update my YTD stay to 28 as that's the actual number of stay for the year.

Business

Response:

From: [redacted]

Sent: Tuesday, September 16, 2014 10:35 AM

To: XXXXXXXXX

Subject: Your connection with the Revdex.com

Review: I am a loyal [redacted] guest my [redacted] member number is [redacted] and only stay at [redacted] hotels, this past friday June 12th I said at the [redacted] in [redacted] which was over an hour from my destination but I wanted to stay at an [redacted] hotel so I stayed there, I was charge an extra $35 of something called misc income and when I checked out the front desk manger stated that he had no clue what it was and that he would have it removed and didn't want to close out my reservation until it was taking off, I called the before back a few hours later to see if it had been resolved and I was told that the front desk manager was outside dealing with a parking issue after being on hold for 15 min and would call me back, I never received a call back and today in checking my bank account the charge has settled to my account so I contacted the hotel back and again I held over 10 min waiting for the hotel manager to come to the phone and was told again that the manager was busy and wold call me back, I stated that I would hold because the last time I was told I would get a call back it never happened, after 20 min total being on hold I hung up and contact [redacted] customer service who told me that they had nothing to do with billing issues and that I would have to keep trying to contact the hotel.Desired Settlement: I would like the $35 misc income charge refunded to my account.

Business

Response:

To whom it may concern, please see the following response sent to the guest:

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,

Consumer Affairs, Executive DivisioN

Consumer

Response:

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,

Review: Starwood [redacted] ([redacted]) offered me the option of receiving 35% off a hotel stay that uses their points rewards, i.e. that I can use 35% fewer points than usual for a rewards stay. When I decided on a specific property and dates for which I wanted to use the offer, I went to the online link to select the offer. The page told me the offer has expired. The original message with the offer did not indicate an expiration date for the offer. Neither did the statement of terms and conditions for the offer. In spite of no written information to me about the expiration date, [redacted] has taken the offer away from me, telling me I wasn't in compliance with the offer, and are telling me there's nothing I can do about it. This is the same response from both my phone discussion with one representative and my e-mail discussion with another representative. Background details are copied and pasted below.

------------------------------------------------

Dear Mr. [redacted],

Thank you for contacting Starwood [redacted] regarding the [redacted] gift you received in December, 2013. It is always a pleasure hearing from our elite [redacted] members. I appreciate your continued loyalty to Starwood [redacted].

I understand the frustrations you have encountered due to the expiration of this elite gift. As the promotion has ended, the links provided are unavailable to me to research them for the expiration date. Each promotion created is carefully researched and put together by a specialized team. Promotions are released with specific terms and conditions and are made available for a specific time frame. Once the maturity date has passed, we cannot extend the dates. All promotions are activated and controlled by specific codes and they are system monitored. Once no longer available, the code is purged from our system and cannot be retrieved. I am sorry you missed the registration date for this promotion.

Mr. [redacted], it is valued guests like you, who keep our award winning loyalty program on top. We look forward to assisting you with your worldwide travel needs. If we can be of further assistance, please reply to this email. If you prefer, you may also chat with us online or follow this link to have us call you.

Best Regards, [redacted] Starwood Hotels & Resorts Worldwide

As an esteemed [redacted] member, we want to ensure we are providing you the highest level of recognition and service you deserve.

Each and every response is reviewed thoroughly because your opinion on our email interactions matter greatly.

Original Message Follows: ------------------------

From: [redacted] To: Starwood [redacted] Subject: Fwd: [redacted] Status Is Yours - Plus, Choose Your Gift

Date: October 21, 2014 2:57:13 PM EDT

Hello,

To provide proof of what I was pointing out to the representatives on the [redacted] phone help line, no expiration date is indicated for this offer.

How would I have been able to know whether I have gone past an expiration date when you don't tell me what the expiration date is?

I was going to use the award for a 2 night-stay at the [redacted] in [redacted]. At 12,000 points per night, for a total of 24,000 points, the number of points I was to get back per the promotion is 35% of 24,000, which is 8,400. Now I'm unable to get those 8,400 points because the promotion is unavailable to me, to your unpublished mystery expiration date.

Regards, [redacted] ---------- Forwarded message ----------

From: Starwood [redacted] Date: Sat, Dec 28, 2013 at 2:26 PM

Subject: [redacted] Status Is Yours - Plus, Choose Your Gift

To: [redacted] Congratulations on your [redacted] status. Redeem your gift now >> [redacted] Rewards are in order.

YOU CHOOSE: ENJOY DOUBLE [redacted] OR 35% OFF A REDEMPTION.

TAKE YOUR PICK:

Double [redacted] for the month of your choice

OR

35% off a redemption

Achieving [redacted] status with the Starwood [redacted]® program is quite a milestone. In fact, we think it calls for a celebration. We're sure you'll agree that a move like this deserves a bonus reward.

Take your pick. Choose double [redacted] for an entire month — and the month is up to you. Or get 35% off a [redacted] redemption at many of our most luxurious hotels and resorts in the world. The choice is yours. Either way, we hope you enjoy this personal [redacted] gift from us to you. Simply select one of the options to learn more about each reward.

Plus, check out all the [redacted] benefits you've earned at [redacted].com/[redacted].

We're thrilled to have you as an elite member and look forward to seeing you soon. Thank you for sharing your travels with us.

View promotion terms and conditions.

copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. [redacted]Desired Settlement: If [redacted] remain unwilling and/or unable to provide the 35% off points reward, I request the following for resolution of the issue: 28,350 bonus [redacted]. The stay for which I wanted to use the offer was a 2-night stay at the [redacted]. The full required number of points for the stay is 27,000 points. Had the offer still been provided to me as it should, the number of points I am to be rebated would be 35% of that 27,000, which is 9,450. I am asking for 3 times 9,450, which is 28,350, as compensation for my inconvenience and being subjected to an offer that did not have all conditions disclosed.

Business

Response:

From: [redacted] Executive Office, [redacted]

Sent: XXXXXX

To: XXXXXXXX

Subject: Your connection with the Revdex.com

Review: I booked a room in [redacted] Hotel for May 1st check-in for (1) night through [redacted] and received the confirmation from the website. When I arrived at the hotel that night, I was told that the hotel was all booked without any room available. Instead, I was sent to the [redacted] near by. The front desk promised me that I will get a reimbursement for the hotel room charged on my credit card by the [redacted]. I've emailed [redacted] and have not heard anything from the hotel nor gotten the reimbursement they promised.Desired Settlement: I'd like to get the reimbursement either in cash or a check. Hotel credit is not accepted.

Business

Response:

From: WP, Consumer Affairs

Sent: Thursday, July 24, 2014 9:12 AM

To: XXXXXXXX

Subject: Your experience with the [redacted] Airport Hotel

Review: Good Afternoon Revdex.com,

I am a member of Starwood Hotels "SPG" (Starwood Preferred Guest") loyalty program. I am writing with regard to two discrete complaints with Starwood hotels:

1. Starwood advertises a "Best Rate Guarantee" on their website, guaranteeing loyal customers that if the loyal customer reserves/pays for their hotel room on Starwoodhotels.com (instead of a competing revenue outlet)- and then finds a lower price for the same exact room, dates, etc- if the customer sends documenation (including links for the competing website) that Starwood will match the competing price and then do one of two things: A. Provide the loyal guest an additional 20% off the lower rate OR grant the guest the lower rate PLUS 2,000 Starpoints.

I recently submitted two claims for a two stays at the [redacted] (Starwood hotel) in [redacted], and followed all of the policies, procedures, timelines, etc. My claims were declined. The reason my claims were declined was explained to me that "Our "Best Rate Guarantee" department was inundated by a surge in claims and we did not have the staff to evaluate the claims in the normal 24 hour window. When we did evaluate the claims (30 hours after submission)- we found that prices had changed and therefore, we will not honor the guarantee and you must pay the higher rate"

Effectively, Starwood Best Rate Guarantee Department blamed me for their short staffing and delay in response time.. I trusted Starwood to keep their word, I made the booking (at a higher rate) through their site- and submitted all required evidence as required.

After contacting BRG and several customer service representatives at Starwood (both by phone and chat), I finally got in touch with a supervisor named [redacted] who agreed to refund the $71 price difference (via check) but would not agree to provide either an additional 20% off my stay OR (my preference) the 2,000 Starpoints that the website guarantees.

2. Starwood is offering a promotion that guests will receive 2,000 additional Starpoints for every 2nd "Stay" between May 1 and July 31. I booked two separate reservations (for the above stay at the [redacted]), as to take advantage of this offer. I had called and spoken to Starwood reservations prior to doing so- simply to confirm that by booking two separate reservations (although paying a slightly higher nightly rate), that I would be eligible for two "Stays".

In speaking with Starwood regaring the above "Best Rate Guarantee" for the two stays that I had booked, I was advised that the two reservations had been combined into one "Stay" by the computer system at the hotel- as per the small print in the policy surrounding the booking policy. I mentioned to the customer service team that I had called and specifically spoken to the customer service agent in advance of making the reservation and the starwood supervisor told me that it isnt possible because the customer service agents are trained to correctly answer these types of questions. I then entered a chat session (to have written documentation) with customer service agent [redacted] from Starwood. My first question was regading the difference between a "night" and a "Stay". (taken out of context, although I would be happy to provide all context) to which their customer service agent advised (in as many words) that "A "Stay" is every time you check in to a hotel and a "night" credit is for every time you stay over and sleep"

I asked for double clarification to ensure that the starwood guest service agent was certain... and was advised that the agent was certain of this procedure.

Obviously this is not (at all) consistent with what the guest service supervisor told me- and furthermore my two "stays" would only count as one... thus I would once again not received the guaranteed Starpoints. (2,000).

It took me three hours, six calls, and two chat sessions to receive the refund of $71... but was still not given the 6,000 (2,000 per night for best rate guarantee =4,000 plus 2,000 for staying a second "Stay").

I find Starwood policies and procedures to be contradictory, I find in highly unacceptable to have a customer service agent provide one answer and then a customer service manager provide another and most of all I find it inexcusable to blame a guest for A. shortstaffing a call center and taking too long to evaluate claims and B. "not complying with guidelines" when in fact it was the guest service staff who provided bad information regarding the guidelines. (not the guest).

I feel that due to the above (and I would be more than happy to provide proof of all assertions including staff names, dates and times, sreenshots of chats and prices, etc) Starwood should be held accountable to fulfill their promise to deliver the 6,000 Starpoints or be fined for false advertising.Desired Settlement: I would like to be credited the 6,000 Starpoints that I am owed as per the policy (as explained to me by Starwood customer service agents).

2,000 Starpoints for best rate guarantee claim for Saturday July 18 Stay at the [redacted].

2,000 Starpoints for best rate guarantee claim for Sunday July 19 Stay at the [redacted]

2,000 Starpoints for Sunday July 19 Stay at [redacted] (this would be the 2nd Stay- following Saturday nigths stay).

I have followed all policies and procedures as explained by Starwood's customer service team, can provide proof of all claims and converations (including names, screenshots of chats, emails, etc) and screenshots of Starwoods best rate policy.

I dont ask for anything more than the points that were promised for completing stays purchased through Starwood's website.

Business

Response:

From: WP, Consumer Affairs Sent: 24 July 2015 17:58To: [redacted] Subject: Your Starwood Preferred Guest account

Review: This place took 400.36 out of my account and turned around on the same day per authorized another 400.36 . When I called the resort supervisor [redacted] was nasty and rude and still had no answers for me .Desired Settlement: They need better customer service

Business

Response:

I did connect with Ms. [redacted] to discuss. She states that this matter was already resolved on property by [redacted], who assisted with the adjustments and apologized for the impression staff left.

I thanked her for the opportunity to follow up.

Review: I asked a charge for a service charge that I didn't want to be removed from my bill at the Starwood ([redacted]) Hotel in [redacted] on Thursday, Sept. 25. The reception clerk assured me that it would be removed. Then when I checked out, I was told that if I just leave my key I would automatically get my receipt (folio) emailed to me. FOUR days later, I had to contact the hotel to ask for my receipt. I got it the following day. That is when I noticed that the "upgrade" charge was still on my bill, totaling more than $250!

I contacted the hotel by phone and was told that I had to wait until 8 a.m. the next day to reach someone since it was after hours. Rather than do that, as I was going to be at meetings all day, I emailed customer service. I was told I would have to wait UP TO FIVE days for a resolution. In the meantime, I am being charged interest on my credit card. Also, I can't put in for a reimbursement from my company until I get the bill resolved and get an accurate receipt.

I want my refund AND I want a receipt.Desired Settlement: Justice now.

Business

Response:

A Customer Service File was opened regarding this matter with our offices as the guest noted, and the hotel has been in touch with the guest to follow up accordingly:

From: [redacted]

Sent: Friday, October 03, 2014 5:58 PM

To: '[redacted]'

Subject: Your recent stay at the [redacted]

Dear Ms. [redacted],

Thank you for following up with us regarding you recent stay at the [redacted]. I am very sorry to hear that your experience with our hotel and with Starwood has been so challenging. I would like to apologize that you were incorrectly charged for the room upgrade after you came to the front desk on the first day of your stay to have that charge removed from your bill. I am also very sorry that when you tried to contact the hotel directly, you were unable to get through to our billing department. As the [redacted], I am responsible for ensuring proper customer service at the front desk and from the phone operators. I would like to apologize personally for the level of service you have received and I assure you we will use your experience as a training opportunity with our team. I have requested that $279.36 be refunded to your credit card for the incorrect upgrade charges from you bill. I cannot apologize enough that this occurred in the first place and that it has been so difficult to reach a resolution.

Ms. [redacted], I would like to assure you that this is not the level of service we expect to provide out guests. We take feedback very seriously and I do believe that, given another opportunity, we would be able to renew your faith in our hotel. We truly appreciate your loyalty to Starwood, and as a gesture of goodwill I have requested that 4,000 [redacted] points be awarded to your account. I hope you will choose to stay with us again and if you do, please contact me directly so I can ensure you have an outstanding experience. If I can be of any further assistance, please let me know.

Sincerely,

F[redacted]

t — [redacted] f — [redacted]

Review: I stayed at a [redacted] in [redacted] 3/15 3/17 and 3/18 of 2015 and am having a difficult time getting credit for the time spent at the hotel credited to my [redacted] account. I have called numerous times sent numerous e-mails and sent documentation twice. My name on my [redacted] account is [redacted] and the name I signed up with on SPG is [redacted]. My I feel like SPG is making this as difficult as possible to get credit for my stay.Desired Settlement: I would like the 494 miles credited to my [redacted] account and to stop getting the run-around from SPG. Please have someone call me who can fix this over the phone.

Business

Response:

Dear Mr. [redacted],

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

I see you are having problems sending [redacted] to your [redacted] account. Your e-mail was not clear on if you were looking to have the [redacted] transferred over as a direct deposit or if you were inquiring about [redacted] Rewards. To explain further; if you have chosen a direct deposit, the [redacted] were transfer completely out of your SPG account. They would then be deposited into your [redacted] account. If you are looking for [redacted], you would earn [redacted] as you normally would and then earn one [redacted] for every eligible USD spent during your stay. It is never our intention to cause our guests difficulty in using their redemption options. However, we do have certain parameters we must adhere.

If you were looking for a direct deposit, the choice must be made as a part of your SPG profile. If you are looking for [redacted], you must sign up for that at [redacted]. When signing up for [redacted], the name on your SPG account must match the name on your [redacted] account. If they do not match, this will cause the sign up to fail.

To have the name changed on your SPG account to match that of your [redacted] account, please contact our research office at [redacted]. Your e-mail must include your name, the change you would like made, supporting documentation (copy of passport would suffice) and a brief explanation of your request. Please keep in mind that [redacted] are not retroactive and you must be a [redacted] member with [redacted] to earn [redacted] at [redacted].

If it was a direct deposit you were looking for, please respond to this e-mail and advise. I will be happy to see if there is anything I can do to push this through for you.

Mr. [redacted], I see you are new to the SPG community. We look forward to welcoming you to one of our hotels on your next stay.

Best Regards,

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

Consumer

Response:

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,

Review: On January 31, 2014 I booked a hotel through this site. I also booked a flight, and my wife and I scheduled time off of work. Approximately 1 week later, I received an email from Booking.com saying the price was an error on the part of the hotel, and I could do one of the following: 1) Cancel my reservations 2) Pay an increased price 3) Nothing, and the reservations would be automatically canceled I called them, told them I would be happy to cancel if I would be reimbursed for the flight, as well as the time off of work. They refused. I received multiple emails after that saying the same thing, with each one giving me less time to respond before my reservations were automatically canceled. I called 3-4 times, and was eventually told to contact the hotel directly, which, after calling for approximately 3 days, speaking to a manager, and later the general manager, said the same thing. 2-3 days later I received an email saying my reservation had been canceled. Now, I have lost approximately $500 due to the airfare, as well as a week off of work for my wife (I was able to cancel the vacation), which is approximately $750. So $1,250 total. This is completely unacceptable. When I told them we would lose money, their response was.....oh well, it was a price mistake, and there's nothing that can be done except for you to pay an increased price, or cancel. I also brought it up to them that they are a multi million/billion dollar company, and that this is nothing to them. They still refused to honor their contract.

Product_Or_Service: Hotel Stay - 5 nights

Account_Number: Confirmation #[redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for them to honor the agreed upon contract. If it cannot/will not be honored, I would like to be refunded for the additional expenses ($750 for vacation my wife will lose, $500 for airfare, $1,250 total).

Business

Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs

Sent: Monday, March 31, 2014 1:47 PM

To: '[email protected]'

Subject: Your concern through the Revdex.com

Review: My wife and I had a horrible experience at a Starwood Hotel ([redacted] 3-10 April 2014) which included a long list of unacceptable experiences such as food poisoning at the hotel's restaurant. The hotel refused to acknowledge the problems we had during our stay.Since the hotel was part of Starwood Hotels & Resorts Worldwide, Inc. we reached out to Starwood to address the hotel problems. We contacted Starwood Preferred Guest customer service line. They took our information and told us we would be contacted within 3 business days and that the process to file a complaint was: 1) Starwood opens a case and contacts the hotel 2) the hotel responds 3) if the response is unsatisfactory, we are allowed to refute the response. We were not contacted in 3 business days. We called back and were told to wait 2 more business days. In that time, we got a response from [redacted] that acknowledged (and dismissed) only 2 of the many problems we reported. We called Starwood Preferred Guest a third time to discuss the hotel's response and finalize a remedy to our problems. Customer service told us that our case had been closed because the hotel had written an email response. Starwood did not allow us to refute the hotel's response, refused to reopen the case, and ultimately, refused to help address the issues we had. We asked to speak with a manager and were transferred to voice-mail box where we left our message and contact information. A week or so has passed since then and Starwood Preferred Guest has not contacted us. This has been an unacceptable customer service experience from Starwood and by closing (and refusing to reopen our case) before we were able to respond to it contradicts the complaint procedure that was explained to us. Furthermore, a food poisoning report is a very serious matter and for Starwood to easily allow a hotel within their program to dismiss the accusation casts doubt on their value of customer service.Desired Settlement: Given the food poisoning and many other complaints with the [redacted] Hotel and also with Starwood Preferred Guest's lack of adequate customer service, we would like 3 nights of our stay at [redacted] to be refunded in the form of Starwood points. We are requesting 3 nights because that is the amount of time that was wasted on our vacation due to illness from food poisoning. My Starwood account number is [redacted]

Business

Response:

Dear Mr. Franey,

Thank you for taking the time to connect with the Revdex.com to express your concerns about the service you received from [redacted] We appreciate such feedback, and the opportunity to review and address.

I have reviewed the Customer Service File which was opened, and apologize if the process was not clearly explained to you at the time. We do have agreements with our hotels regarding the process through which these files are opened. A hotel has five days in which to complete an investigation and respond to the guest, though a full five days is not usually required. That being said, the concerns you expressed did require such review, and we do apologize for the length of time taken to respond. I can see that the hotel addressed each point you mentioned in their response, which is sufficient to close a file. Respectfully, there is no requirement to provide refunds, adjustments or any gestures of goodwill in response, though some situations may certainly require it; provided the response thoroughly addresses the points shared, we will move forward with closing a file, and can continue to share any relevant details with the hotel management or review from our end as necessary at that time.

The comments about the television service were also reviewed, and while the circumstances were beyond the hotel’s control, I can see that they extended a complimentary movie to you as a gesture of goodwill during your time at the resort. It was also disappointing to learn of the challenges with respect to the food you received, and any illness which affected you during your stay at the hotel. The health and wellbeing of our guests is of primary importance in all that we do, and something which we take quite seriously. Please be assured that we did connect with the hotel management to discuss, and review the steps which were taken by their team to address.

The hotel does follow stringent food safety and preparation protocols, including recording of storage and food temperatures, proper hygiene and sanitation procedures, as well as constant monitoring of all the above factors to limit the possibility of guests coming into contact with any form of contamination or pathogen with respect to food. The hotel has also confirmed that other guests were served the same food items, with no other reports of illness being reported, which is unusual if the food was the source of any illness which impacted you. They have also advised that they offered to ensure you received medical attention and the proper care which such circumstances would require, though this was declined. As a further step and gesture of goodwill, the hotel offered a room service meal and sparkling water. With all respect based on the hotel’s investigation, there is no evidence to suspect that the food prepared by the hotel was the source of any illness which impacted you. However, I would be more than willing to review this further with the hotel management should you wish to share any medical documents which can confirm otherwise; respectfully, without such information, this is not something which can be pursued further.

It is disappointing that you feel this was not handled appropriately; I do believe the hotel has taken the proper steps to review and address, but I would not wish to pass up an opportunity to ensure every reasonable step was taken to resolve this in a fair manner. While the hotel management did not find any reason to believe this was a result of any negligence or shortcoming on their part, they are agreeable to refunding the meal in question, a total of 18,123 pf, purely as a gesture of goodwill to you for the experience and disappointment you have expressed. Should you choose to accept this gesture, please do let me know so that I can make the necessary arrangements with the hotel.

We thank you for your patience and understanding, and for the opportunity to ensure we are doing the right thing as a company for our guests. I look forward to hearing from you regarding the above, and should you have any further questions or concerns, please feel free to connect.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

Starwood Preferred Guest Executive Office

t ###-###-#### F ###-###-####

starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2[redacted]07

Consumer

Response:

Review: 10046353

I am rejecting this response because: