Starwood Hotels & Resorts Worldwide, Inc.

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: 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: 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: 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: 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:

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 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: [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 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: 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: 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: 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: 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: 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: 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: 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: 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: I have a Starwoods[redacted] account that became inactive. I reactivated the account, which was apparently merged with someone else's account. I was unable to access my account on-line and called in, the operator told me what information they see. I called back in and had the email address changed to my email address, which gave me access to the account on-line. The information (address, credit card, email, phone numbers, history of stays) were not my information. This in my opinion is a breach of privacy and account integrity. The other person was notified that I changed the email address on file and called into the Starwoods call centre to have it changed back. I spoke with Internal Affairs department, who said account integrity was important and the situation would be resolved shortly. I also spoke with a call centre representative and manager, who said a new account was created and offered 12,000 points as a compensation for my difficulty. Two days later someone on the Starwoods team merged the new account with my information with another person's account (similar names). I did not know what to do as everyone kept telling me it takes time and back office behind the scenes teams are working on the situation to sort it out. I also left a message for the Vice President, who had one of her employees contact me to sort out the information. I spoke with[redacted] who managed to sort out the accounts, which took a month (over the time I was travelling). I was given a new account number with my current point balance of good-will points added. I was told that they would manually go through the accounts and find out whose transactions belonged to each person whose accounts were merged. I received an email to say all the transactions were mine, with an email thread of someone else. I contacted the head-office of Starwood and told them that the emails were not sent by me. The accounts were again frozen and [redacted] tried to verify whose information was true and sort where it belongs. He assured me my information was secure, however I also read in the email thread that the person at question said they lived in Boston and now are sharing my home address of Toronto - how would they know this information? The stories are not making sense and its now been two months that I have had worry that my information is being visible to other people and that my account integreity is comprimised.Desired Settlement: Throughout this mix-up a reservation I booked for my honeymoon scheduled for April 2015 was lost and then not confirmed. I would like to have the accounts distinct and not merged, and for the merging to not occur. I am also asking for complimenary service as a few nights stay for my honeymoon in April. I also want the privacy of my information to be upheld.

Business

Response:

I have spoken with Mr. [redacted] regarding this concern previously. He accepted the responses I provided, but indicated he may follow up with other sources as he deemed appropriate. I have re-connected with the guest to confirm our position:

Dear Mr.[redacted],

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

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.