Starwood Hotels & Resorts Worldwide, Inc.

Review: Advertising and Service Issue:My family reunion was hosted at this hotel and I feel bad that I knew of no one who could visit this facility in order to give feedback on its quality.I chose this facility wholly on its online pictures and the trusted name of the "Sheraton". But, this is by far the worst hotel I have ever lodged at and we were all hugely disappointed. The odor in the hotel made it almost impossible to tolerate, the carpet is extremely soiled, the furniture is dated and in need of replacement, and the bathtubs are stained beyond recognition of dirty or clean. The banquet room carpet was filthy, in fact, I had to insist that it be vacuumed before our function started; yet it smelled so bad that some of my family was unable to enjoy the food. The Four Points is advertising itself as a 3.5 - 4.0 hotel , when its actually a 2.5 rated hotel. The only plus that I would, personally, give it would be the lobby.I addressed these issues with the assistant general manager, but it was obvious she was not overly concerned with any resolution. Otherwise, she would offered a fair restitution before I checked out.Five of my family members had to be moved to a different room due to odor and/or bad carpet and the others complained yet dealt with the atrociousness. With all expressed, I'm requesting reimbursement of the gratuity in the amount of $329.80, which I feel is more than fair.

Product_Or_Service: Lodging

Account_Number: 848 Peterson Reunion

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Gratuity reimbursement in the amount of 329.80.

Business

Response:

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

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 the Four Points by Sheraton Historic [redacted], which you brought forward to the Revdex.com. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared.

Please accept our sincere apologies for the inconvenience caused during your family reunion. The concerns you have brought to our attention relating to but not limited to, the customer service you received from members of the staff, along with the lack of cleanliness in guest rooms as well as banqueting facilities, are regretful. Your frustration as well as your disappointment is understandable.

Upon receiving your communication; we had the opportunity to speak with the hotel. They have advised that they are sincerely apologetic that this occurred, as they recognize that this was not the comforting experience they would have wished for you to have, especially as it was a special family event.

By reviewing your comments, we recognize that members of your family received rooms which did not live up to their expectations. It is disheartening to see that this happened; the hotel offers their sincere apologies as they continuously strive to offer warm, fresh and inviting guest rooms. Upon receiving their comments, we are glad that the hotel acted on the feedback and was able to offer these guests alternative accommodation in addition to offering some of them adjusted room rates or a complimentary night.

Cleanliness is one of the key-items in a hotel; which is why we were also concerned when we received your feedback regarding the Bonaventure suite, where we understand that your event was hosted. It is regretful to learn that it did not meet your expectations. We are pleased to see that upon receiving your feedback the hotel instead of charging you $250, not only lowered this to $75 prior to your arrival upon your request due to your limited budget, but moreover offered this complimentary as a goodwill gesture.

Ms Matthews, we are glad to see the efforts the hotel has continuously made to try to regain your trust through the above gestures, as well as by offering your room for free for the weekend, despite your group not meeting the 20 room minimum requirement. It is also our understanding that you were offered complimentary parking at the value of $30.

By reviewing your complaint brought forward, we understand that you may feel that an appropriate resolution has not been reached by the hotel. Based on the information you have provided; whilst remaining sympathetic to your situation as well as respecting that you wish to continue to share your feedback with us; we personally feel that the concerns raised have already been taken into consideration. We believe that what has been offered by the hotel has been fair and reasonable.

Ms Matthews, we see that you have been a member of Starwood Preferred Guest since July this year; may I take this opportunity to welcome you once again! Should your future plans bring you to one of our many hotels and resorts; I encourage you to reach out to me before. We would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer.

With warmest regards,

Review: starwood hotel chain is advertizing on the internet at their various hotel websites that they have a promotion-call "celebrate YOUR BIRTHDAY YEAR PROMOTION". they have you join their prefferred quest membership. Syou can gain points from staying at their hotel chains. THIS PROMOTION IS Which you pay for full price the first night at one of their hotels, then every other night stay is charged at your birthday year, etc. if born in 1968, then every other night is charged at $68.I tried to obtain this promotion on line at my hotel of choice. which was "ALOFT OF [redacted], NYC,NY 10027 ###-###-####. BUT COULDN'T. SO I CALLED THEM. [redacted] of reservations said the dates I requested was not available. so I asked if she could tell me when the promotion was availble at any time during the next 2 months. She couldnt find any availability. So I ask for the manager which was Micheal Raimen. He claim the hotel doesn't have that promotion AT any time this year. SO THE NEXT DAY I CALLED THE CORPORATE OFFICE IN CONNETICUT @ ###-###-####. SPOKE TO "[redacted] I WAS TOLD THE HOTEL DOESN'T HAVE TO PROVIDE THE PROMOTION. THEN WHY "ADVERTIZE "IT . TO GET CUSTOMERS.IS this false adverizement? Or do they choose who they want to get the pomotion.Desired Settlement: provide me as a customer the services at the price that you advertizing for. I dont want any free.and an a opology would be nice

Business

Response:

From: WP, Consumer Affairs

Sent: 03 March 2014 18:24

To: Chy Mitchell

Subject: Your reservation inquiry for the Aloft Harlem

Review: The hotel purposely advertises and sells rooms that have already been sold. Deceptive business practices.

I booked a room at this hotel for 1 night 12/27. Specifically the room was booked as a standard room with 2 Queen sized beds. When I checked in, I was not advised that there were any problems with the reservation. We checked in and went to dinner. It was not until 2 hours or so later that we went into the room and discovered that rather than receiving a room with 2 Queen beds, we had instead been given a handicap accessible room that had 2 very small double beds. Since we once again were on the way out, I stopped at the front desk on the way out to make a complaint. I was advised that the hotel was sold out for the night and that there were no rooms with the queen beds available. Since there were really no options available, we decided to make the best of it. Unfortunately, four people sleeping in 2 dinky little beds made for a night with very little sleep. On top of the bed situation, the room was poorly insulated and we could hear even the quietest of conversations taking place in the room next door. After getting about 2 hours worth of sleep, we got up and checked out of the hotel. At checkout, I inquired as to the availability of a manager. The lady at the desk said that there was a manager there, but she could handle any problem. I voiced my complaint with her and she confirmed the fact that the reservation was indeed for a room with 2 queen beds and that the hotel had oversold that room type and thus we had been given the alternate room. I asked why the hotel would sell more rooms with 2 queen beds than they have and was told that they continued to sell rooms until the hotel reached capacity. Apparently, the hotel routinely sells rooms with bed configurations that are not even available. It seems that they knowingly book these rooms knowing that a certain number of guests every night will not get the room they contracted for. Their plan seems to be just to "slip by" the alternate room and if the guest complains they offer them some form of meager compensation to appease them. The hotel's website makes no indication in it's terms and conditions that bed types are not guaranteed and may be interchanged. In my opinion the hotel is running an old fashioned bait and switch scam. They advertise and sell a room with 2 Queen beds, knowing they don't have enough of these rooms to accommodate everybody, and when a number of these guests arrive, they switch them to an inferior room. I in no way consider a room with 2 double beds to be comparable to a room with 2 queen beds. My sons are not little any more. They are 15 and 13 years old and I specifically stay away from booking any hotel offering double beds when we travel together as a family. I essentially paid this hotel $257 for a room with 2 queen beds with which we could get a good night's sleep. What I received was a miserable night, no sleep, and a crink in my neck.Desired Settlement: I would like for this hotel to stop it's deceptive business practices. Don't sell room types in excess of what you have available with the intent of offering meager compensation but attaining maximum occupancy. If you sell somebody a room for the night with 2 queen sized beds, make sure you have that room available when they arrive. At this point I am asking for a full refund of what I paid. I did not receive the room that I contracted for. I've asked for the general manager to contact me, but t

Business

Response:

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

Sent: Tuesday, January 07, 2014 11:15 AM

To: '[email protected]'

Subject: Your connection with the Revdex.com

Review: I stayed in one of Starwood hotels (Four Points Hotel in Washington DC) from June 16 through June 21. However, the stay was not pleasant at all. First, the bed sheets were not clean and had bad smell. Secondly, one of the days I stayed there, the wrong fire alarms made me unable to sleep and even evacuated me to the lobby for an hour. Later on, it turned out to be a mistake. After I returned, I filed a complaint to Starwood Corporate Customer Service and later on the hotel Front Office Manager (Mr. [redacted]) contacted me by email with written apology for my bad stay experience. As a compensation, he agreed to offer me 20,000 SPG points on June 27 (I have his written email as a proof). However, it has been almost three weeks but I still did not receive any point in my SPG account. Although I contacted Starwood customer service a few times and also followed up with Mr. [redacted] several times, they did not take any action to apply the promised 20,000 points to my SPG account yet.

Desired Settlement: DesiredSettlementID: Refund

I request the hotel to apply the promised 20,000 SPG points to my account immediately as it has been delayed by them for quite long.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Contact Name and Title: [redacted] Austin

Contact Phone: XXX XXX XXXX

Contact Email: [redacted]@starwoodhotels.com

These Starpoints were deposited into Mr. Yu's Starwood Preferred Guest account by the hotel on July 12th, as Mr. Yu had requested.

Review: Element Time Square in NY charged my credit card for no show while I was confirmed over the phone by the Hotel manager that I will not be charged !!!

I have not used this credit card for a long time (at least 18 months),

When I called them they denied I was ever told "we will cancell and no charges will be posted on your credit card"... so the manager who told me this was just lying.

So now I ended up not using my weekend stay and being charged at the same time!

This hotel makes double reservations on same room.Desired Settlement: Refund/ re imbersment

Business

Response:

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

Dear [redacted],

My name is Pamela Cameron and I work for the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. I am happy to assist you with your charge at Element New York Times Square West.

I have forwarded the information on to the hotel, however in your complaint there were no details of the date of the cancelled stay. If you would be so kind as to provide me with some further details, I am happy to investigate the situation further. In addition, if you have more information as to whom you spoke with at the hotel that cancelled your reservation that would also help.

You may receive a response from the hotel in the interim, however they will also copy me on the response so I am updated.

I await your reply.

Best Regards,

Pamela Cameron

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 /* (3000, 7, 2013/05/09) */

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

I guess we just keep going in circles. Those words have been told to me in the past week over and over again:

"what is your date of cancellation and what is your cancellation no"

The charge was done on my credit card way back on Nov.25th 2012 so you might say why not call or inquire earlier then.

This credit card "was" issued by overseas bank I never use it... maybe once in 3 years.

However when I did not get my NEW credit card I called overseas bank (after mannny calls) to find out I had unpaid balance of $277 well over 90 days along with late fees.. penalties...etc credit card was closed, and bank will not re issue.

I was given number to who made this charge and called to find out it is hotel in N.Y.

Bottom line yes I did make a reservation and yes I called to cancel and yes I was told and confirmed no charge will occur. All I got was an email after this telephone conversation which I never opened to read except few days ago assuming it had the cancellation number but much to my surprise it confirm I cancelled but never mentions a conf #.

I read it now it says sorry you can not make it hope to see you soon , wow! so what was the purpose of my call to check on my health???

If the transaction is too old to re credit and fix this problem. The hotel need at the Least to compensate me for some decent stay!

Business Response /* (4000, 9, 2013/05/17) */

Dear [redacted],

I trust this email finds you well heading into the weekend.

I have been in contact with Element New York Times Square West with regards to the cancelation of your November reservation. After speaking with the Management of the hotel, they have agreed to go ahead and refund the charge for the cancelation.

The amount of the refund will be $277.75 USD. I know you indicated that you do not use that credit card and it may have since been canceled so I have arranged with the hotel for me to send you a check for the amount listed above. Please contact be back to verify the address we have on file for you so I can make the arrangements for you as soon as possible. If you still have the valid credit card I can have it refunded back to the credit card instead of processing the check.

I await your reply to bring this matter to a close for you.

Best Regards,

Pamela Cameron

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

Review: Transfer of Starwood points.

Please see the following email:

Dear Mr. [redacted],

Due to the nature of your inquiry, we will need to speak with you personally; as some matters cannot be handled via email. In North America, please call [redacted] begin_of_the_skype_highlighting [redacted] FREE end_of_the_skype_highlighting or visit our website for the telephone number of the office nearest you. If you prefer, you may chat with us online or we can call you, for assistance.

Warm Regards,

Specialist, eCommunications Departments

Starwood Hotels and Resorts Worldwide

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

SPG Number: [redacted]

Subject: Starwood Preferred Guest

Sub option: starpoint

Comments: My spouse [redacted] with account [redacted] have requested transfer of [redacted] points from her account to my account. Please confirm.

Title:

First Name: [redacted]

Last Name: [redacted]

Email Address: [redacted]

City:

State/Province:

Country:

Confirmation Number:

Hotel Name/City:

Membership Level: Preferred Guest

Inspite of several calls SPG has failed to do the needful. Initially we were told that both spouses have different address (we moved recently and one person didn't update the address online but it is completed by now).Desired Settlement: Please complete the transfer

Business

Response:

From: SPG Executive Office, [redacted]

Sent: Tuesday, October 08, 2013 12:05 PM

To: '[redacted]'

Subject: Your communication with the Revdex.com

Review: I reserved a room at the [redacted] Hotel online. The website said I was eligible for a discounted rate or preferred rate, or something like that while I was reserving the room. The reservation was for the weekend of Dec 11, 12 2015. There were [redacted] threats against [redacted]. My wife decided to cancel the trip. I cancelled on December 19, 2015 and was told I was being charged full fare for the room because it was beyond the cancellation date. I was charged $1007.19. I called customer service and they took my complaint. I was told it said on the website this was a special fare and it was not refundable. In summary I feel the website lures you into these special rates, even if you are not looking for them. They enticing you and then they stick it to you. I have been staying at [redacted] Hotels for years and have never had an issue. These business practices are unethical. I didn't expect this from the [redacted].Desired Settlement: I would like a refund.

Business

Response:

From: WP, Consumer Affairs Sent: 25 November 2015 14:16To: [redacted] Subject: Your reservation with the [redacted] at [redacted]

Review: [redacted]/debit card used at check-in (April 12, 2015) still has hold of $1,193.63 on my account. Multiple people from Starwood Hotels ([redacted]), [redacted]), & [redacted] have been contacted by email & phone conversations. At least 4 people said hold would be removed by next business day. Just spoke with my bank & no one has ever contacted them regarding removing the hold on my money. There was a $0 balance at checkout (April 18, 2015) paid by my boyfriend's credit card. As a result of hold, my bank charged me overdraft fees twice while staying at [redacted]. Not being able to use my own money over last month has been difficult as a single mother adjusting to not receiving child support as a result of my ex-husband's job loss.Desired Settlement: Hold removed from my [redacted]/debit card, reimbursement of overdraft fees & possible chance at gaining my business back. Due to major inconvenience of my wasted time on phone/email (hours over last month) & inability to use my own money. A stay at another Starwood Hotel/Resort for a few nights at Starwood's expense would be preferred. If not, my boyfriend and I will take our business elsewhere and will make sure everyone we know will not stay at a Starwood Hotel/Resort ever again.

Business

Response:

Dear Ms. [redacted],

Thank you for taking the time to contact the Revdex.com regarding your recent experience with The [redacted]. Please accept our sincere apologies for the inconvenience caused from this stay.

I understand that there was a hold on your credit card for 1,193.63 USD. I do apologize for the length of time it has taken to remove this from your card. Your last contact with The [redacted] was on April 22, 2015. I have spoken with [redacted] the Rooms Division Manager. He was working on this issue for you at the hotel. On April 23, 2015 [redacted] ensured that the hold was let go. It can take upwards to 20 days for a hold to return to your account. From there it does go to your bank to be completed.

Ms. [redacted], we appreciate your patronage to the [redacted] brand. We look forward to seeing you at one of our hotels in the future.

Best Regards,

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

T [redacted] F [redacted]

STARWOOD HOTELS & RESORTS

ONE STARPOINT

Reference# [redacted]

Review: I am a [redacted] member. I stayed at the [redacted] in Vietnam from 24-27 Nov 2014. According to the [redacted] benefits, a 4pm late check in is available for non resort and conference hotels, which the [redacted] is. I told the front desk at check in that I would like to check out at 4pm, but the day before the checkout date I confirmed with front desk again and was told it was not available because the room already reserved for another guest checking in on 27 Nov 2014.

Please confirm your terms and policies for this 4pm late check out benefit for [redacted] member.

Below is an excerpt from [redacted] website on [redacted] benefits regarding 4pm late checkout:

4 p.m. late checkout, where available. Foot note 4

Foot note 4:

4. Subject to availability at resort and conference center hotels.Desired Settlement: I would like a clarification of the [redacted] membership benefits in particular the 4pm late check out.

Because on the [redacted] benefits explanation mentioned "where available" and NOT "when available" the front desk explanation of the 4pm checkout non availability was not satisfactory.

Business

Response:

From: [redacted] Sent: 05 December 2014 16:39To: [redacted] Subject: Your recent experience with the [redacted]

Dear Mr. [redacted],

Thank you for taking the time to connect with the Revdex.com regarding your recent stay with the [redacted]. On behalf of the Executive Office, please accept our sincere apologies for the inconvenience your stay caused.

I was concerned to learn of the challenges you had with receiving a late check-out until 16.00. This is a guaranteed benefit for our [redacted] members at all of our hotels, which are not resort, conference and/or convention destination. As [redacted] Hotel is not such a location, your request should have been honoured.

We have shared your feedback with the hotel and it’s my understanding that [redacted], Front Office Manager has emailed you personally. We hope you have accepted her sincere apologies. She is following up with the associate in question to enforce this guaranteed benefit for our [redacted] members.

Mr. [redacted], next time your plans bring you to one of our connected locations, please do let me know. It would be my pleasure to follow up with the hotel of your choice to ensure you have a stay reflective of the high service we can offer.

Sincerely,

Consumer Affairs, Executive DivisioN

Review: I have been staying at the [redacted] hotel for the past few months now. They have pathetic customer service and training among their staff, which ends up being problematic for frequent guests like me.

Starwood has this Green Choice program, where they award points to guests if they do not use the housekeeping service. They are supposed to slide cards below the door that a guest has to submit to the front desk in person upon checkout - a 19th century process in a 21st century world. This is a sham/scam of a program where sometimes even though I have not taken housekeeping services, they have not left the all-important card. On a recent stay, when I checked out of the hotel on 24th Sep, I told the front desk that I did not receive the card, but since I did not take house keeping, they should credit me the points.

However, since I did not see the points credited, I called the hotel and I was informed by a Chris that in the absence of a card, he could not credit any points. When I had checked in for this stay, I was asked whether I wanted to sign up for Green Choice. I said Yes. I did not take housekeeping service for a single day. Does he not have access to a system that tells him whether a guest took housekeeping service or not? If someone has already signed up for Green Choice at check in, then why do they have to beg for the points or even stand in line to submit cards, when it is their right for saving the hotel money on housekeeping?

This is the not first time a similar incident has happened at this hotel with me. On a previous stay, even when I submitted the Green Choice cards at checkout, I did not get the points. If Starwoods has an archaic system that cannot track anything, then they should at least hire competent staff that can manage this program effectively, so that the guests are not harassed unnecessarily.

Today, when I checked in, the front desk person did not even know that I was a Gold member. What system was she looking at? Any other hotel that I have checked in, basic information about a guest's status is immediately visible. Every reservation that I make I specify my room preferences which are never met. Why does Starwoods ask for this nonsensical information when the hotels do not even bother to look at it?

Also, any complaint made to Starwoods never results in any action. They just make a lot of empty and meaningless apologies without actually doing anything.Desired Settlement: I expect appropriate compensation for this harassment and my sheer waste of time.

Business

Response:

Dear Ms. [redacted],

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

After reading your comments I was concerned. It is understood that you have had several service issues with this property, but your focus here is on the Make a Green Choice program. It is unfortunate that your experience shows a lack of organization from the hotel staff with this program. I can see why you would be upset with this, especially when this happens over many stays.

Ms. [redacted], your continued loyalty to the Starwood Preferred Guest community as a Gold member is greatly appreciated. At this time, I will need to follow up with the hotel. There handling of the Make a Green Choice program will be discussed. We will also coordinate a proper close to your concerns.

Your patience in this matter is greatly appreciated. I am hopeful your next stay with us will be much more positive.

Best Regards,

Nicholas S[redacted]

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

T [redacted] F [redacted]

STARWOOD HOTELS & RESORTS

ONE STARPOINT

[redacted], CONNECTICUT [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, as they have indicated in their response they will be speaking to the hotel. I do not think the case should be closed until SPG has clearly indicated how they have brought closure to the solution.

Sincerely,

Review: On December 26, 2015, I called Starwood Hotels to book a stay at the Starwood owned [redacted] Hotel. I am a Starwood Preferred Guest member through the [redacted] credit card. When booking on this date of December 26, 2015, for a stay during the dates of September 4 - September 10, 2015, Starwood's website and [redacted] app offered a Starpoints redemption at the rate of 8,571 Starpoints per night. Based on this offering, I had enough Starpoints to redeem for four nights, and would therefore quality for Starwood's promotion of getting the fifth night for free when you redeem points for four nights.

I called Starwood to book, and I was told by the Starwood Customer Service Representative that, regardless of what the Starwood App and Website stated, it would be a total of 10,000 points per night. Thus, I was only given three free nights for my booking.

I booked the stay, wanting to reserve the room and knowing that I would call to speak with a manager to follow up. The agent told me I would need to provide a deposit to hold the room. I asked the agent how much I would be charged and she stated I would be charged just the fee for one night at $211.33. Today I have checked my credit card account and have verified that I was in fact charged $265.88 despite the agent stating that I would be charged $211.33.

The agent provided me with false information and then charged my account for an amount other than the amount she stated would be charged.

The second issue concerns the rate of Starpoints. As I stated above, the advertised rate of Starpoints to redeem for this hotel on the day I booked was 8,571. I told the representative I could show her the rate because I took screen shots and saved the pictures. She refused and stated that the point redemption was only 10,000. Today, December 28, 2015, I have once again checked the Starwood App and Website, and the number of Starpoints for redemption for the exact dates of my stay went down even further. As of today, the point redemption is listed at 8,333 per night. Once again, I have proof in the form of screen shots and pictures.

This date, December 28, 2015, I called and spoke with another customer service representative of Starwood and requested to speak with a manager when I was told she could not honor the rate. I was put on hold and a Supervisor eventually came to speak with me. This supervisor again stated it is only 10,000 points per night to redeem at this hotel. He tried to tell me that the number I was seeing represented an average of points required to redeem during my stay. I told him I had the correct number of points at that rate to stay for four nights on points with the fifth night for free. I attempted to ask him several questions because I did not understand how 8,333 could represent an average if what he is claiming is that each night is 10,000 points and no less. He got angry and refused to answer my questions. Furthermore, if the number of Starpoints represented for redemption for the particular hotel went down from one day to the next, as represented by Starwood itself, how could the "average" decrease if the number of points required for redemption stayed the same.

I asked the representative "supervisor" several times for assistance and to explain these circumstances. He became defensive and angry and quite abusive over the phone claiming I did not want to hear him despite the fact that I kept asking the questions that were not being answered.

I had two very poor customer service experiences on this one matter. The first issue being told I was being charged one amount and then being charged a different amount . The second being the refusal to assist by the Supervisor.

In addition, Starwood is representing, offering and advertising one rate of point redemption and then luring customers into a higher redemption. The point values for the same dates of the stay went down from one day to the next. Starwood represented that it would be 8,571 points to redeem. Two days later they represented it would be 8,333 to redeem for the same stay. However on the phone they required me to use 10,000 points to book my stay and did not provide me with a fair experience.Desired Settlement: I want Starwood to honor the point redemption as is advertised and offered. If not I would like as a gratitude the appropriate number of points to modify my stay so that I may redeem my four nights with points and receive the fifth night for free. I would also like Starwood to file a formal complaint as concerns the representative that falsely told me I would be charged $211.33 and instead charged me $265.88.

Business

Response:

Dear [redacted]

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

After reading your comments I was greatly concerned. From what I understand you had attempted to book the hotel online and the website was giving you incorrect information on the amount of Starpoints to be used. To add to that, there was misinformation given to you by one of our Customer Contact Center associates regarding a deposit.

When booking the [redacted] the hotel is a Category 4 and would require 10,000 Starpoints per night with the fifth night free (a total of 40,000 Starpoints). The fact you have found a different rate from that online is concerning. If you would please forward your screenshots to us, I would be happy to look at that. Although I cannot guarantee that we will honor those rates you have found, it would help determine what the problem is.

Please know that I will be reviewing the reservations you have made to determine where the miscommunication came from with our associate. Please allow me some time to look into this. Once I have a full scope of the issue, I will come back to you and resolve this in the most appropriate way.

[redacted] I see you are a new Starwood Preferred Guest member and would like to welcome you to our community. I certainly your next experience with us is much more pleasant.

Best Regards,

Nicholas S[redacted] EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

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

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT 06902

Review: After a variety of issues with the hotel a front desk supervisor named Jessica said our room would be comped. When I asked to check out and get a bill she said to come by on our way out and she would print me a bill. An hour later when I when to leave the hotel she told me to speak to her manager and he informed me they would no longer be making the refund for the hotel because Jessica made a mistake. We were told we had a comped room after the hotels toilet did not work the whole night, the couch bed did not work and the couch was not able to be used, they could not provide us a new room or a better room because of the issues, and when we checked in at 830pm our room was not ready to be choices into. We had nothing but issues. No one came to fix the toilet for hours, and they refused to honor their deal.Desired Settlement: I want them to honor what they said and comp our bill.

Business

Response:

Dear [redacted],

Thank you for taking the time to connect with Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with one of our hotels.

I see you had an issue with one of our properties offering resolution over a matter and then reneging on that offer. I can see why this would compound the matter further. I can see why you would be upset over a malfunctioning toilet and pull-out bed. I can also understand your ire over the late check in.

I really appreciate the opportunity to follow up on this. To make sure this is addressed properly I would need the full name of the hotel and your dates of stay. This will allow us to research the matter fully.

I look forward to your response.

Best Regards,

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

T [redacted] F [redacted]

STARWOOD HOTELS & RESORTS

Review: Members from my non-profit organization stayed at this hotel the weekend of 3/21/15. There were 2 billing errors in which the hotel refuses to address. I was originally working with the billing department, but when the lady could not resolve the billing issue, she stopped all follow up. Subsequent phone calls and voice mail messages for the Assistant Manager and General Manager went unanswered. I was directed by the hotel staff to contact a corporate office, and after 2+ weeks was advised they could not help me and referred me back to the General Manager. I left several more voicemail messages for the General Manager and they were never returned. I have spent nearly 2 months and reached out to this hotel over 20 times. The hotel has refused to address and correct its multiple billing errors which total over $250.00 for my non-profit organization. The two billing errors are as follows: one of the rooms only stayed 1 night, but we were charged for 2 nights. A credit of 125.62 is needed to resolve this first billing issue. The second error involves a rewards member that booked a private hotel room using his personal rewards points. His personal rewards were never deducted and instead my non-profit organization was charged for his room in error. An additional refund of 125.62 is required to correct this second error. While this guest arrived with my non-profit organization, his room was not part of my reservation and should not have been charged to our organization.Desired Settlement: DesiredSettlementID: Refund

Refund $251.62 to my non-profit organization - $125.62 for each of the 2 billing errors listed above.

Business

Response:

From: WP, Consumer Affairs Sent: 19 May 2015 17:00To: [redacted]Subject: Your feedback to the Revdex.com

Review: I am an [redacted] member and the name on my account is my maiden name. I was married in 2012 and the company refuses to change my name without documentation that does not exist. They asked for a copy of my marriage license but told me it was insufficient to change my name. Colorado only puts the new married name on the licenses and does not reference the maiden name. Starwood will not accept this as proof of a name change. They will not accept my driver's license with my new name either. They require a court document showing my old name and new name. Colorado doesn't do that for marriage, and every other organization including the federal government has accepted my forms as proof.

Further, my point transfer request was denied. I am not able to get credit for the hotel stays I had this year or take my points to another account.Desired Settlement: The proof of name change requirements are impossible to meet. I am only requesting that I can change my name with the legal documents my state provides. Further, refusing to transfer my points is unacceptable. I should be allowed to gift my points to whomever I please, especially my husband.

Business

Response:

From: S** Executive Office, [redacted] Sent: Tuesday, December 30, 2014 4:39 PMTo: [redacted]Subject: Your connection with the Revdex.com

Review: As a S** Platinum Member, one of the benefit listed on the website and in all marketing material is "Guaranteed room availability when your room is booked by 3:00PM, 72+ hours prior to arrival". The disclaimer does not say that this benefit is only "when available". This is the primary benefit I planned to use when I worked to qualify for Platinum status. Today, when I tried to take advantage of the offer for a trip next week, I was told that I couldn't use it at the hotel I chose. Apparently, all of the available overrides had been used. I went back to the website and marketing materials and found no reference to this "when available" limitation. This is blatantly false and misleading advertising. I've been loyal to Starwood for years and feel completely tricked. You can read the "Guarantee" plus the disclaimer here: [redacted]Desired Settlement: Honor the benefit and/or change your advertising/"guarantees".

Business

Response:

We sincerely appreciated the chance to review this. It turned out that the systems were not responding correctly to the request of the reservationist and also the guest. I did reach out to the hotel and the guest. The hotel was in a position to offer the accomodations that were requested. I did not hear back from the guest after my message was left. The issue technical issue seems to have been resolved on our end.

Review: Good morning,I would like to share some very disappointing feedback during a recent stay at the [redacted]. Several service related issues occurred while we were there and what is even more upsetting is we had similar issues last year. We stay in one of the best and most expensive units in your facility, a 3 bedroom pool villa. A summary of my issues are: 1- we arrive at 4:15pm and told room will not be ready until 5:30. After traveling all day, this is unacceptable. We arrive in our villa with an entire cleaning crew. We received compensation of 50.00. This is embarrassing. 2- the pool area was a mess. Not even in swimming conditions like last year. 3- a couple that came with us injured themselves on the pool and it took 2 hours to get a 1st aid kit. We had to call 4 times. 4- the air conditioning unit was down for an entire day and night. We woke up to 80 degree temperatures and sweating. Compensation for this was 7000 points. Again embarrassing and does not even come close for making up for horrible conditions. 5- the air conditioner leaked water onto carpet and produced a foul smell. 6- the battery on the key access outside went down and we all had to walk down to lobby. Inconvenience that should have been avoided. 7- today they told us to put bags outside for ferry at 730 am. No one showed. We had to carry our bags all the way to ferry. Unacceptable. I passed all of this on to [redacted] and furious about the lack of care and understanding to our issues. This villa goes for 1000+ a night and these issues are embarrassing. I want a high level executive to respond to me at Westin's corporate office, not [redacted]. I also expect significant compensation for these issues and not points. My bill was over 1100 at check out and I don't think that even comes close to making this better.Desired Settlement: Refund of my entire bill at checkout.

Business

Response:

The guest was contacted by the hotel apologized to and offered gestures that resolved the matter. I have left the guest messages and we are yet to connect. Acknowledgement from the hotel confirms he was satisfied with the gestures offered. [redacted]

Review: Dear Starwood Hotels:This compliant is in reference to our stays under the reservation numbers XXXXXXXXX, XXXXXXXXX, and XXXXXXXXX.Our SPG Gold membership number is XXXXXXXXXXX.We had always had great expectations whenever we stay at a Starwood Hotels property. We were really disappointed from our stay at the Walt Disney Dolphin Resort. The level of service we received during our stay is mediocre at best.Here are the things that went wrong with our stay:- Our check-in time took over an hour. I had called the hotel weeks in advance to have our rooms to be connecting rooms. We were told that connecting rooms were not possible during check-in. We were traveling on a family trip with 6 young children so having connecting rooms was imperative. We ended having rooms on the opposite end of the same floor.- The crib was not delivered after the first request at the front desk. I had to call the front desk again to have the crib delivered. Our infant missed her nap time because of this tardiness.- Two of the rooms, #XXXXX and #XXXXX, had cigarette smoke smell when we checked in. We had specifically requested no-smoking rooms. Two of our children have asthma issues so we were really worried by the smoke. When we called in to the front desk to request different rooms we were told rudely that no other rooms were available.- Room service failed to replace the tea/coffee. Room service also left dirty cleaning rags in the bathroom.Please take the appropriate action to correct these issues so future families visiting the Walt Disney Dolphin would enjoy their stays more. Thank you for looking into this matter.Regards,My [redacted]XXX-XXX-XXXX

Product_Or_Service: Hotel Stays

Account_Number: Reservation #'s: 52

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Please take the appropriate action to correct these issues so future families visiting the Walt Disney Dolphin would enjoy their stays more.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@starwoodhotels.com

Dear My,

Please accept our apologies for your experience at the Walt Disney World Dolphin. This certainly isn't the personal and renewing vacation we wish to offer our Starwood Preferred Gold members or their families.

Please be assured that we have connected with the hotel management to discuss, and they will be reviewing with the appropriate team leadership to ensure a higher level of care and diligence with how they handle guests requests. While things like connecting rooms are based on availability due to the high demand, other aspects like the presence of cigarette odors and cleaning rags are certainly something which can be addressed. We appreciate you sharing this information with us, and I am confident this will be valuable in improving the level of guest experince we offer.

Thank you once again for sharing.

Consumer Response /* (-5, 10, 2013/04/22) */

Message to Starwood Hotels & Resorts:

A total of 100,000 SPG points were spent for the referenced stay. Is it possible to receive a partial or full credit of the points as compensation? Thank you for your attention to this matter.

Review: On July 16th, I received an email asking me to register for a new member bonus with the Starwood Preferred Guest program. The promotion offer said to register by August 31st and complete one stay and earn a free night and with a second stay you could earn a second free night. Both stays need to have been completed by September 30th, 2015. My husband and I registered my account for this promotion and completed both stays at an [redacted] hotel on 9/2/15 and 9/10/15. Towards the end of September, I requested a chat with an SPG customer service rep to ask when I would be credited with the free night awards and was told that I had never registered for the promotion. I never received a registration confirmation email for the promotion, but was never informed I would need one. When registering, I believe I was forwarded to a page that thanked me for the registration, but never received an email. We did indeed register, and at no point did any SPG rep even consider that it was a technical issue on their end. The promotion offer email says nothing about needing to receive a confirmation email. The lady we chatted with transferred us to her manager, Jill H[redacted], said we would be emailed by someone within 6 business days. We were never emailed with an answer or reason why and even had to call over two weeks later to get a response.

After 8 business days, we called as we had not been responded to within 6 days. The representative we spoke to said they would contact the global marketing team in charge of the promotion and that we would receive a call within a week.

After going more than a week without receiving a call, we called SPG customer service and they said that there is no way they could honor the promotion because we had not registered, which we in fact had, and that we would not receive any free night awards. After speaking with the weekend manager, which may have been Jill H[redacted] again, she forwarded me to Richard L[redacted]'s voicemail and informed me we would hear from him within 24 hours. This was on October 10th. We finally got a response on Tuesday, October 13th again informing us that because we had not registered, we would not receive any awards. We had asked for the two free night awards or a refund for the nights we stayed at the [redacted] hotels as we would have stayed at another hotel offering better value, but was not given a refund either. Richard said he had tried to retroactively enroll us into the promotion, but because it had ended, he could not. We first contacted SPG in the beginning of September when the promotion was still running, but no one offered to try to do this. I responded to his email listing a number of complaints about the timeliness of the responses from SPG customer service, and complete lack of response in some cases, and asked for his opinions on why we were not responded to and he has not even responded to that email.

Every single time we contacted SPG customer service, we were given the run around saying it was a marketing issue, or you needed to speak with a manger, etc. Every time we completed a chat or phone call, we were told we would be contacted within a certain time period and every single time we were never contacted within that period or even contacted at all in most cases. Even the managers of customer service failed to contact us in a timely manner or respond to any further concerns. My husband enjoys SPG Gold status on his account and says every stay he has at SPG properties is enjoyable, but the customer service team is less than enjoyable and does not meet the standard of the hotel.Desired Settlement: I would like to receive the two free night awards I earned by registering for the new member bonus promotion or a full refund of the two nights stayed at the [redacted] hotels on 9/2 and 9/10. I would also appreciate timely response and resolution to this matter.

Business

Response:

The following response was emailed directly to Ms. [redacted] using the email address associated with her Starwood Preferred Guest Account:

Dear Ms. [redacted],

Through our internal channels, your concerns regarding the Kick Start Promotion with Starwood Preferred Guest were brought to my attention. We appreciate the opportunity to review the information you have shared through the Revdex.com.

It’s disappointing to learn of your feelings and the length of time it has taken to resolve this matter for you. We want every guest to feel valued and rewarded through our program, and regret this is not the case for you.

In review, we have been unable to find any record of your enrollment in the promotion. Email confirmations are sent upon enrollment to SPG accounts opted in to receive email alerts. From what you shared, you did not receive any email confirmation. While we can speculate as to why this happened, it does seem evident that the enrollment process for this promotion was not completed.

You completed stays at the [redacted] for which services were provided accordingly. We will respectfully decline to provide refunds for your stays. We will also respectfully decline to provide the free night awards in this case, based on the investigation completed into this matter. However, I will be depositing 4,000 Starpoints into your SPG account as a gesture of goodwill for the delays in communication with you. This is equivalent to a complimentary night at the [redacted], or any equivalent category hotel within the Starwood Preferred Guest Program. These will be deposited within 10 business days.

Ms. [redacted], we do appreciate your husband’s loyalty as a Gold elite member of Starwood Preferred Guest, and your newfound enrollment as well. We do hope these Starpoints contribute towards a positive experience in the future, and look forward to welcoming you.

Best Regards,

Zachary A[redacted]

CONSUMER AFFAIRS, EXECUTIVE DIVISION

T ###-###-####

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

T ###-###-####

FAX ###-###-####

GUEST EXPERIENCE INTELLIGENCE

STARWOOD HOTELS & RESORTS

ONE STARPOINT

[redacted], CT 06902

REFERENCE: [redacted]

Review: I have been a SPG member since February, 2013. I recently called the [redacted] hotel in [redacted] at the number listed on their website [redacted], and asked for reservations. Upon being transferred, I informed the representative ([redacted]) of my dates of travel (8/20-8/22/15), number of travelers (two adults/two kids), and room requirements (two double beds). I was quoted a rate of $179.00/night, consented to this rate, and provided a credit card number over the phone to secure the reservation.

Shortly thereafter, I received an email from [redacted] indicating I was booked at the [redacted] by [redacted] in [redacted] from 8/20-8/22 under Reservation [redacted].

When I called [redacted] and asked for reservations again, I was informed that the rate was non-refundable and non-transferrable. I attempted to explain that this is a clerical error made by Starwood, and that all I wanted was for the reservation to be transferred to the hotel at which I originally asked to be booked. When this request was not granted, I requested to speak with supervisor.

I spoke with Loretha (ID [redacted]), who advised that the reservation could be cancelled at the [redacted], and that she would contact the property to request my money be refunded. I requested to be booked at the correct hotel, the [redacted]. Loretha informed me that the original room I wanted had already been booked by another party, and that only a "double deluxe" remained...at $50 more per night. When asked what she could do to get the rate I was initially promised, she said she could request the property refund some money *after* the stay.

After a total of an hour on the phone with multiple representatives trying to remedy a mistake made by your employee, the only solution I've been given is that I *may* get a refund, accompanied by a few "we're sorry for the inconvenience."

The lack of customer service displayed by your reservations department, the refusal to find a reasonable solution to a problem *they* created, and the inconvenience I endured trying to clean up this mess is certainly not something I'm willing to accept from Starwood Hotels.

Please fix this.Desired Settlement: Please transfer my reservation to the [redacted] as a comp room, and refund the money I paid for the [redacted] in [redacted]. I understand the rooms remaining may be more expensive than the rate I was initially quoted, but I should not be culpable for a mistake made by your rep, particularly after the inconvenience it has caused.

Business

Response:

From: [redacted] Sent: 14 August 2015 15:16To: [redacted] Subject: Your reservation request for the [redacted], Washington D.C.

Review: I stayed at the [redacted] in [redacted]For one I got a petty inferior room type compared to me being an spg gold ( the only room on the floor without a balcony and right next to the elevator This is not a big deal although quite disappointing no the problem was much bigger then thatThere is a visitor limit of people per room I used my limit and they would not allow me to remove them from the list even though they already left the state and were not able to come back and surrender the wrist bandsI asked to speak to the manager who threatened to call the police on me if I keep talking about the issue I am quite disappointed in the level of service as well as not allowing me to bring new guests to my room and ruining my experience...Desired Settlement: Honestly my vacation was pretty much ruined so perhaps an apology from the shift manager whom I talked to who was working Sunday night as well as a refund of the points
Business
Response:
Dear [redacted]
Thank you for taking the time to contact the Revdex.com regarding your recent experience with the [redacted] by [redacted]Please accept our sincere apologies for the inconvenience caused by this stay
I was concerned to learn that your room was not to your expectations and that our colleagues interactions were not reflective of the comforting service we strive to provide at [redacted] by [redacted] locationsAny concerns relating to safety and security are a priority of ours; however situations such as the one you described should be handled in an appropriate mannerI apologize if your experience was not reflective of this and want to assure you that it was an exception, not the rule
The [redacted] by [redacted] is a franchised property, which is independently owned and operatedThis Hotel utilizes the [redacted] by [redacted] trademarks and logos pursuant to a License AgreementNeither 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 HotelTherefore, I have copied [redacted], General Manager and have asked her to follow up with you personallyFor any questions moving forward, I would encourage you to connect with her directly so she may address these
[redacted], as one of our esteemed Gold members, I appreciate the opportunity to review your feedbackI hope you will still consider our locations for your future stays, as I'm confident that these will be pleasurable in every aspect
Sincerely,
Consumer Affairs, Executive DivisioN
T [redacted]
Starwood Preferred Guest Executive office
t [redacted]
FAX [redacted]
Guest Experience Intelligence
Ref [redacted]
starwood hotels & resorts
One StarPoint
 %
Business
Response:
Dear [redacted]
Thank you for taking the time to contact the Revdex.com regarding your recent experience with the [redacted] by [redacted]Please accept our sincere apologies for the inconvenience caused by this stay
I was concerned to learn that your room was not to your expectations and that our colleagues interactions were not reflective of the comforting service we strive to provide at [redacted] by [redacted] locationsAny concerns relating to safety and security are a priority of ours; however situations such as the one you described should be handled in an appropriate mannerI apologize if your experience was not reflective of this and want to assure you that it was an exception, not the rule
The [redacted] by [redacted] is a franchised property, which is independently owned and operatedThis Hotel utilizes the [redacted] by [redacted] trademarks and logos pursuant to a License AgreementNeither 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 HotelTherefore, I have copied [redacted], General Manager and have asked her to follow up with you personallyFor any questions moving forward, I would encourage you to connect with her directly so she may address these
[redacted], as one of our esteemed Gold members, I appreciate the opportunity to review your feedbackI hope you will still consider our locations for your future stays, as I'm confident that these will be pleasurable in every aspect
Sincerely,
Consumer Affairs, Executive DivisioN
T[redacted]
Starwood Preferred Guest Executive office
t [redacted]
FAX [redacted]
Guest Experience Intelligence
Ref [redacted]
starwood hotels & resorts
One StarPoint
&nbs