Starwood Hotels & Resorts Worldwide, Inc.

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: Over the weekend I stayed in the Westin at [redacted]. During my stay starting on day one I noticed the phone did not work. After notifying costumer care at the front desk I was told that they would send someone to fix it as soon as possible. During my entire stay that issue was never fixed and to make calls I had to call from the hallway. I was even told by the front desk to use my cellphone. Next I was charged for wifi. It is my understanding that wifi comes free with your stay in your room. The worst and most disturbing incident of my stay happened that Sunday. At 130pm I received a call from the front desk (I could receive calls but not call out) asking when I would be checking out. I had reserved my stay from the 13th to the 16th of September so this came as a shock to me and I told them this. They checked the computer and found it and apologized for the misunderstanding. When I return to my room after a quick dinner LAter that day I noticed that the room had been routinely cleaned by the cleaning staff who did an outstanding job as always. I remained in my room and around 1045pm I received a knock at the door. It was a female from quest services say that they did not have a reservation for me for that night. Confused I stated to her that this mix up had been cleared earlier today and why I wasn't called to have this conversation at the front desk and not in the hallway of the hotel at 1045pm, and why I wasn't informed of this any other time after I was told it was a mistake at 130pm from the front desk. She told me that they were afraid to deal with the situation and the entire staff was afraid to confront it or notify me. I told her that the cleaning staff had even been in the room to clean why wasn't a letter left or even a message left on the phone as the phone could receive calls and messages just not call out. I also asked about the phone and why it hadn't been fixed for 3 days. She said she didnt know but I need to pay again to stay in the hotel that night.Desired Settlement: (continued from complaint description)My girlfriend who was tired and fed up with the problems from the hotel got dressed and went down to pay for that night, as I had already paid before, so we could just get one decent night sleep out of our entire reservation. The next day checking out I went to the front desk hand in the room keys and collect my $50 dollar cash deposit that I had placed on the room when we checked in. I was told that there was no record of it being there and I would not receive it. The Westin has a very nice hotel chain and I would think that situations like this would never happen especially in a 4 star hotel. It has left a bad taste in my mouth about this chain and I would not like to think that this is how you treat your customers.

Business

Response:

To whom it may concern;

Review: I recently book a room at the Westin in Tampa Florida, for a conference through a third party booking company. I was forced to change my reservation from three days to one day because of another obligation, and when I contacted the Westin I was told that I needed to change the reservation through the booking company. I did so, and was sent confirmation by the booking company that they had made the change. When I arrived on Tuesday, May 14th, I was told that because I had not arrived on the previous day they had given my room away and were completely booked. I confirmed with the booking company that they had made the change. However, the hotel manager claimed they were not responsible. He did not offer to assist me with finding alternate accommodations nor did he apologize for the hotels mistake. I have attempted to contact Starwood several times and have been getting the email runaround from them.

Desired Settlement: DesiredSettlementID: Replacement

I would like the hotel to offer me a free night at a Starwood hotel to make up for the inconvenience I experienced. I spent three hours attempting to find alternate accommodations, spent sixty dollars on cab fair and was unable to attend several conference events because I was forced to stay outside of Tampa do to all comparable hotels being fully booked.

Business

Response:

Business Response /* (1000, 5, 2013/05/29) */

From: WP, Consumer Affairs

Sent: Wednesday, May 29, XXXX X:XX PM

To: '[redacted]@gmail.com'

Subject: Your connection with the Revdex.com

Greetings Mr. [redacted],

Thank you for connecting with the Revdex.com.

I apologize, though I cannot determine which hotel in Tampa you stayed with, and when. Would you mind providing this information so we may assist you?

I very much look forward to your response.

With Kind Regards,

Jeremy Davie

CONSUMER AFFAIRS, EXECUTIVE DIVISION

T XXX-XXX-XXXX F XXX-XXX-XXXX

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT XXXXX

Consumer Response /* (3000, 8, 2013/06/03) */

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

The hotel has contacted me and I have provided additional information about the dates for my reservation. They are still denying responsibility and are refusing to make any compensation or even apologize to me.

Business Response /* (4000, 10, 2013/06/05) */

Dear Mr. [redacted],

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

Regrettably, I was unable to locate a reservation for you at either of our Westin hotels in Tampa. Would you be so kind as to provide me with the address of the hotel as well as any additional information including the confirmation number for your stay and any email correspondence with the hotel so I can further investigate the issue for you.

I await your response and look forward to assisting you further.

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

Business Response /* (-10, 13, 2013/06/14) */

Further email sent to guest:

Dear Mr. [redacted],

Thank you very much for taking the time to reply. I do apologize for the confusion in regard to your booking information. I am happy to say I was able to find it under Mr. Cuevas' name.

I do see there was a previous Revdex.com complaint in regard to this also. I do apologize for the room not being available when you arrived for your stay at The Westin Tampa Harbour Island. It does appear there was a miscommunication by Booking.com in regard to the updated stay dates. While this error was on Booking.com's part, I am sorry for the inconvenience this caused you in Tampa. If you would like further information or a goodwill gesture in regard to the error, I respectfully invite you to contact Booking.com directly.

One of our goals is for your stay at Westin to be a personal one. I am sorry to read you feel the hotel management and associate did not offer personal assistance in finding alternate accommodations. Given Booking.com's error, I would have expected them to assist you with an alternate reservation and The Westin Tampa Harbour Island supporting that in any way they can.

Mr. [redacted], I do see Lauren Maranzano, Front Desk Supervisor, at The Westin Tampa Harbour Island has invited you back for another stay, next time you are in the area and has offered her personal assistance for that stay. I hope you will consider another stay with the Westin. Allowing them to show you the instinctive experience our guests receive.

Mr. [redacted], we appreciate you taking the time to share your experience with us. Your comments and patronage are invaluable in helping us identify opportunities for improvement. Input like yours is helping us shape the ideal customer service experience for the future.

Best Regards,

Richard Begley

CONSUMER AFFAIRS, EXECUTIVE DIVISION

T XXX-XXX-XXXX F XXX-XXX-XXXX

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

T XXX-XXX-XXXX

FAX XXX-XXX-XXXX

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT XXXXX

Review: I made a hotel reservation with this company about 2 months ago for my upcoming stay on may 16th. 1st thing they did wrong was never sending me a confirmation email. then when I realized I had never received a confirming email I called and was sent 3 different emails with 3 different confirmation numbers for the same stay. then they charged double the points for the night that I am using my points. they did not have an intelligible reason for any of this. and to top it all off their customer service representatives were very rude and obnoxious.Desired Settlement: I was told by coporate customer service supervisor [redacted]hat he could give me 5,000 points for the misunderstanding. but he could not send me a receipt email or anything saying I would be due 5,000 points and due to their track record with arbitrary numbers pulling I needed more than just his word.

Business

Response:

From: WP, Consumer Affairs

Sent: Thursday, June 19, 2014 9:19 AM

To: '[redacted]

Subject: Your connection with the Revdex.com

Review: Hello,

On 12/22/2015 I received horrible customer service after calling ###-###-#### while attempting to contact, Four Points by Sheraton, Fort Myers Airport at [redacted] S Fort Myers Florida, 33913. I work for a large Corporation and I am supposed to be taking a training class at a conference hall there from 1/18/2016 to 1/22/2016 put on by [redacted] out of Fort Myers. My company uses a travel website to make flight and hotel reservations and through that website it stated that the hotel had no available rooms. I was calling to confirm if that was correct or if they had rooms reserved especially for people who might be attending the training conference there.

I made a first call there and someone picked up the phone and said, please hold before I was able to say anything, and so 15 minutes later I hung up. I figured they were very busy or something, no big deal. I called back approximately 2 hours later and said I wanted to confirm if there were any rooms available for the dates I specified above since I would be attending a conference there during those dates. The response I was given was a very large sigh with an annoyed "hang on", I was put on hold and 30 minutes later while still on hold I hung up. I called right back to see if they had forgot about me or what was going on. This time when the person answered I told them that I had been on hold for extended periods of time twice and asked them again if there was anything available to an immediate response of " We Ain't Got Nothing" and then hung up on.

It's sad to see that Four Points by Sheraton does not want my business. I am disappointed that I even have to go there to attend this training conference. A rude unprofessional staff is a great way to loose a customer for life.Desired Settlement: An explanation and an apology.

Business

Response:

The following email has been sent to Mr[redacted] regarding this matter:

Dear Mr[redacted],

Thank you for connecting with the Revdex.com regarding your experience with the Four Points by Sheraton Fort Myers Airport. We appreciate the opportunity to review the feedback you have shared.

I am sorry about the difficulties you had booking reservations for the hotel. I have shared your comments with the General Manager to review. The conduct you have reported is absolutely inconsistent with what is expected of hotel associates, and they will be following up internally. I am certain all appropriate steps will be taken to ensure guests are treated with respect.

Regarding hotel availability, there does appear to be rooms for the dates you’ve requested. I can also see the hotel does offer a rate for NIC LLC, which I believe aligns with the purpose of your travel. I am not certain if you are restricted to only booking through your website. However, you may wish to contact our Four Points by Sheraton reservations team to request assistance in booking for your conference. Reservations can be reached at ###-###-####. I hope that despite the challenges, you will reconsider and be able to stay at the hotel.

Mr[redacted], we do appreciate your business. I would also encourage you to check out www.spg.com to make the most of your stays with us as a Starwood Preferred Guest. If you have any other questions or concerns, please feel free to connect.

Best Regards,

Zachary [redacted]

CONSUMER AFFAIRS, EXECUTIVE DIVISION

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

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

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

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

GUEST EXPERIENCE INTELLIGENCE

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CT, 06902

REFERENCE: 2[redacted]50

Review: We checked in to this hotel a couple of weekends ago with our dogs around 8:30 pm and then walked to a nearby restaurant. When we arrived back at the hotel, an hour and a half later, we walked into our hotel room to find our dogs gone! I was horrified. After going into hysterics; crying and frantically looking for my dogs, my husband and I rushed down to the front desk. We told them who we were and they nonchalantly looked at us and said, "Oh, yeah, we took your dogs." I was in complete shock. No phone call, no note, not even a voice message for us. They walked into our room, removed our dogs, took our 4 month puppy OUT of her cage, and placed them god knows where while we were gone. I was mortified that they not only took our most precious belongings out of our room, without permission, but they also had the worst attitude and were so terribly rude. I couldn't believe they were treating us this way after what had happened. We then packed our things immediately, turned in our keys, and packed up our car. After packing our car up, we then asked for a refund for such a horrific experience. [redacted] the night manager, explained there was no way we were receiving a refund. The female attendant then began to argue with me, while the manager looked on and allowed it. We ended up driving all the way back home (6 hours). We arrived home at 3 am that morning. The reasoning behind their actions, one of our dogs were apparently barking; although, it is a pet-friendly establishment. They do have a pet policy, that we signed, which states: If a dog is being disruptive to others they will do the following:1. Verbal Warning2. $50 fine in addition to the pet fee3. Manager's Discretion to ask you to leaveWhere were these steps? Why did no one contact us (and they had 2 cell numbers to contact us, which we had on us). What if our dogs were aggressive or showed territorial behavior? What if our dogs had health issues in which they needed to stay in our room? I cant believe a business is allowed to treat people this way. Never in my life have I ever been so out raged by an establishments actions. Please help me in bringing this situation to justice.Desired Settlement: I would like an apology from the establishment and a full refund for our room.

Business

Response:

To whom it may concern, please see the following correspondence which we have had with the guest;

From: WP, Consumer Affairs

Sent: 27 June 2014 19:01

To: [redacted]

Subject: RE: Your comments forwarded to the Revdex.com

Review: I was charged a non refundable rate for a two night stay and upon arrival I was billed an extra amount.They raised the rate after I had booked the room to full price costing an extra $100 dollars over a two night stay almost 1/3 of the cost.They are cheats and blame it on system issues.Desired Settlement: Refund of over payment was requested but not given after several hours on the phone.

Business

Response:

To whom it may concern, please see below email sent to the guest. Please note that the folio has not been attached in this as it contains personal information regarding the guest.

From: WP, Consumer Affairs

Sent: 08 January 2014 15:07

To: Travis Whitley

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

Review: Starwood essentially lied to me in order to make the matter go away while also attempting to blame me for their error.

I am a Starwood Preferred Gold member and have stayed at Starwood properties a numerated of times through the years. Recently, I contacted Starwood's reservation office and made reservation for the [redacted] for the nights on September 20th to the 22nd. Several, hours later it came to my attention that the Starwood representative had accidentally made the reservation for the month of October.

I immediately contacted Starwood and politely requested that the dates be corrected. The representative then attempted to charge me a rate seven times more then I had originally been booked. After, I insisted that I be given the rate originally promised the representative responded that the hotel had zero availability (a lie), even thought moments earlier she had offered me a room at a significantly higher rate.

Thereafter, I was transferred to her supervisor "[redacted]" after explaining the situation and being placed on hold for an hour and a half. [redacted] stated that he would call the [redacted] booking office and honor the rate change. Unfortunately, the booking office was closed at that time. Then, [redacted] opened an investigation (File No.: [redacted]) and informed me if I wanted the matter resolved I would haft to call Starwood in five days. After, explaining that time was of the essence and that I could not afford to wait five days, [redacted] transferred me to his supervisor "[redacted]". At that point [redacted] assured me if I were to call back in eight hours (i.e., when the [redacted] booking office opened) she would call said office and correct the situation. Moreover, [redacted] also assured me that the matter was dictated entirely in the notes and that I would not haft to be placed on hold or explain the situation again.

As instructed, I contacted Starwood the following morning. After another hour of explaining the situation and jumping through various hoops I was finally transferred to another supervisor. At that point she rudely informed me that [redacted] had opened the wrong investigation file.

Thereafter, she proceeded to accuse me of lying and making up the entire situation, stating "The booking agent has not made this type of error in the past, therefore we are going to side with her". After, pointing out the fact that [redacted] (as she had stated) erred in opening the wrong investigation type in addition to the original booking agents error illustrated a pattern of incompetence. The supervisor simply stated, "Well I'm not going to do anything about it". Thereafter, I was directed to her supervisors voice mail where I have left a message but have yet to receive a call back.

As stated previously, I have been a loyal Starwood guest for a several of years and currently maintain [redacted] member status in their preferred member program. However, following this matter I will NEVER stay with Starwood or one of its affiliates. I am shocked and appalled that they would treat one of their loyal customers with such blatant disrespect and make ZERO effort to correct one of their mistakes. Starwood's customer service representatives essentially lied to me in order to make the matter go away while also attempting to blame me for their error.Desired Settlement: That Starwood honor what had originally been promised.

Business

Response:

To whom it may concern- this is a follow up response after a telephone conversation with the consumer;

Dear xxx,

It was a pleasure speaking to you before; we recognize that your time is valuable so I am glad that you had a moment to spare. Please allow me to apologize once again for the inconvenience caused by this experience; your frustration and disappointment regarding the handling of your concern is understandable and I am glad that this has been brought to our attention to we may work together to find a solution.

As mentioned during our conversation; the rate of [redacted] per night plus VAT which you have currently confirmed for your escape with [redacted]; is unfortunately not available for your new requested dates (20th to 22nd of September 2013). However, we are happy to offer a rate of [redacted] plus VAT for one night; the second night would be complimentary. We hope that you will recognize this gesture of good will and abiding interest to regain your faith in the W brand, especially as the call where the alleged mistake took place was not recorded.

I recognize that you have already reserved alternative accommodation at the [redacted]l hotel and need to confirm with this hotel if you can change your reservation. If you could kindly let us know before tomorrow the 12th of September at 11.00 AM CET (local hotel time) it would be much appreciated. As mentioned during our call, the hotel will not be able to extend their offer after this time due to an important congress they are hosting; your kind understanding is much appreciated. At the moment, your current reservation is still active from the 20th of the 22nd of October; we will wait to hear further from you before making any adjustments.

Thank you once again for your patience and understanding. We look forward to hearing from you.

With warmest regards

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is the same response that was previously given. SPG offered this rate and then the following day took this rate away from me. The time for my trip has already passed and SPG has intentionally be stalling and delaying resolving this matter until, as it is now, to late. This tactic further illustrates that SPG is both in the wrong and continuously engaged in wrongful and deceptive business practices.

Review: My wife and I are loyal SPG members. We recently earned a free night to any Sheraton Hotel. We tried booking our room a the 4 Points Sheraton in [redacted] but learned that it is not technically a Shearton Hotel and we could not use our free night there. I found this to be very misleading and asked to speak to a supervisor. After quite a long hold I spoke with supervisor Karen R[redacted] who asked us to forward her our email reward and that she would look into it. Karen advised she would contact us in an hour or less and she did NOT. I sent s follow up email and did NOT get a reply. Finally, after waiting nearly 2 hours I called support and waited for over 40 minutes. The gentleman I spoke with said Karen was busy and that she would send us an email not a call as she originally promised. This was unacceptable and I told the representative I was going to right the Revdex.com to complain about his and Karen's level of service. When I asked for his name he proceeded to say he did nothing wrong and hung up on me.Desired Settlement: I would like to receive my free night at the 4 Point Sheraton hotel. The free night advertises any Sheraton Hotel and does not have any print saying 4 Points By Sheraton is not valid. The bottom of the email even includes a logo for that hotel.

Business

Response:

Dear Mr. [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 Starwood Preferred Guest program.

From reading your concerns, you attempted to book a Sheraton Free Weekend Night at one of our Four Points by Sheraton hotels. Unfortunately, it has not been made clear that Four Points by Sheraton is a separate brand from Sheraton. To add to this, you spoke with one of our Customer Service supervisor. She said she would look into this but never got back to you in the agreed upon time. Mr. [redacted], I can certainly understand why you would think this is unacceptable.

To clarify, Starwood Hotels & Resorts Worldwide does have 10 separate brands including Sheraton, Westin, W, Aloft, Element and of course Four Points by Sheraton. While Four Points by Sheraton does share the Sheraton name and many of the brand values, it is still a separate brand and is treated as such. As that is the case, it would not fall under the Sheraton Free Weekend Night award promotion much the same as Westin or Aloft or any of the other brands would not. It is regrettable that this has not been made clear. Definitely, I will pass your concerns upwards to ensure the appropriate parties are aware of this and wording can be reviewed.

To add to all of this Mr. [redacted], it would appear when you spoke with our Customer Service supervisor she offered you an hours time to call you back. If she did offer that amount of time for follow up, I would say she was being quite optimistic as a request of this kind can take some time. You have my apologies for any expectations that were set but not met as well as your interaction with the next agent.

Mr. [redacted], I can definitely understand that you and your wife are looking to use your Free Weekend Nights. Because of the confusion regarding the awards as well as your experience with Customer Service, I am happy to offer you a gesture of goodwill. Please kindly pass along your Starwood Preferred Guest number as well the name and location of the Four Points by Sheraton you are looking to stay at. What I will then do is place sufficient Starpoints into your account to use at that specific hotel in lieu of your Free Weekend Night Award. After I do that, we would then remove your Free Weekend Night Award and consider it used. I look forward to your response.

Best Regards,

Nicholas S[redacted]

EXECUTIVE CONSUMER AFFAIRS

GUEST EXPERIENCE INTELLIGENCE

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

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], and find that this resolution is satisfactory once the business has finalized their offer from the most recent message.

Review: When I checked into my room at Four Points by Sheraton Houston Southwest, there was human waste smeared in the restroom. I immediately talked to an employee in the elevator to communicate to whoever was responsible and he said he had nothing to do with it and I personally had to go to front desk to make a complain. It was so embarrassing to make the complain in front of other customers but I did and told the person on front desk that even though I was tired and needed to sleep, I would go find the location of my conference venue and give him time to get the human waste cleaned. I came back after maybe 2 hours and the room was not cleaned and never cleaned until the next day. I did not use the restroom in the room and experienced other problems with sleep and appetite which I am not presently basing my complain on but just the human feces smeared in the restroom. I stayed another night after the restroom was cleaned then after I went home I informed them about this and their response was so bad. After going to and fro they said they would give me points that can be used in the hotel. I had already informed them that I don't wish to stay in a Starwood Hotel any time soon thus the points will be an insult to me because it forces me to go back to their place of business and spend more money and they will end up profiting on the problem they created. I received a message that the file to that complain has been closed and since I told the manager of the hotel that the response was not satisfactory he has not replied my e mail. Thus because they are a big company, I get the impression that they can mistreat a customer then decide for themselves how many points to throw at the customer and close the file and still make their intended profit without caring whether the customer was satisfied or treated fairly. I told them that the points are of no use to me because after all this I will not be in one of their hotels again.

Desired Settlement: DesiredSettlementID: Refund

I will be satisfied with a full refund for one night stay. If I had known the room was not clean I would not have checked in and If I knew they were not going to clean the room I would have gone to Crowne Plaza which is next door. They failed to keep to their standards and duties expected of a reputable hotel brand and I the customer should not be expected to suffer for that and neither should they insist on making their intended profit like they did all they should have.

Business

Response:

Business Response /* (1000, 5, 2013/07/26) */

Contact Name and Title: Zachary Austin

Contact Phone: XXX XXX XXXX

Contact Email: [redacted]@starwoodhotels.com

Our office has connected with the hotel management and in the interest of resolving this matter to Mr. [redacted]'s satisfaction, the hotel will be providing the one night's refund requested instead of the 1000 Starpoints. This will be completed today, and the refund should be received within 7-10 business days at most.

Thank you.

Review: This is in regards to the W Hotel in Hollywood, on Hollywood Blvd.Their advertised Parking rates on their official website are blatantly false and misleading.If you go to the official W Hotel website, the Restaurants page clearly states the parking rates with restaurant validation. See here:http://www.starwoodhotels.com/whotels/property/dining/index.html?propertyID...⇄ there is a HIDDEN rule that states that all those rates are null and void after 10pm! Only AFTER getting totally suckered into their scam, did I go home and delve deeper into their website and did find a page that mentions this After 10pm rule. See here:http://www.starwoodhotels.com/whotels/property/features/attraction_detail.h...⇄ this page states rates should be $20 with validation after 10pm. Sowhy did I get charged $31?! WITH restaurant validation? Because THEY CAN!VERY unfair and blatant false advertising.

Product_Or_Service: Parking

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I expect them to desist with these false practices and either change their website information or charge what they actually advertise.

Business

Response:

Business Response /* (1000, 5, 2013/04/02) */

Dear Mr. [redacted],

My name is [redacted] and I work in the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. I received a copy of your complaint from the Revdex.com with regard to the parking issue at the W Hollywood.

Upon reading your comments I visited the website for the hotel. I was able to locate the information on the main website that refer to the parking charges. I also viewed the information for the restaurant and viewed what they have listed. While the information is similar, the details about the charges after 10:00 pm only appear on the main website.

I have forwarded the information you found as well as what I found on the website to the hotel's Management team so they can take a look at what is listed and make any necessary corrections so the information is clear and correct.

As a gesture of goodwill I would like to offer you the a refund of the parking charges. If you would be so kind as to confirm that the address I have on file is correct. I am happy to send you a check for that amount. The address I have for you is the following:

[redacted] Ave

Encino, CA XXXXX

Mr. [redacted], we appreciate you taking the time to share your experience with us and my apologies for the inconvenience. Your comments and patronage are invaluable in helping us identify opportunities for improvement. Input like yours is helping us shape the ideal customer service experience for the future.

I look forward to hearing from you soon.

Best Regards,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

CAED -T XXX-XXX-XXXX

SPG EXEC - T XXX-XXX-XXXX

FAX XXX-XXX-XXXX

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CT XXXXX

REFERENCE: 2013XXXXXXXX

Consumer Response /* (-5, 8, 2013/04/08) */

They have asked for confirmation of my mailing address.

Please allow me to confirm to them that it is my correct mailing address, however, if their response is publicly posted, I do not wish to have my address included in a public post.

Thank you.

Consumer Response /* (-5, 11, 2013/04/12) */

I was asked by the company for confirmation of my home address. I don't know if they received it via my response here on Revdex.com.org. I also emailed her personally, and have not heard back.

I also want to make sure that my home address which she included in her response is not posted online.

Please respond to me and confirm.

Thank you.

Review: I booked a room with [redacted] through [redacted]. I initially booked the room for 06/20/2014-06/21/2014. However, I had some flight issues and had to delay my stay. I called [redacted], they contacted the hotel and confirmed my room reservations for 06/21/2014-06/22/2014 with no additional charges. I checked in on 06/21/2014 and stayed for one night.I checked my online billing statement and saw that I was charged by [redacted] on 06/24/2014 and the same amount on 06/25/2014. I called [redacted]. [redacted] had been very accommodating. [redacted] has contacted the hotel and said that the hotel said that I was charged for two nights because I slept two nights. I have been deeply disappointed by [redacted]'s response. First of all, I did spend only one night; secondly, I clearly have two separate charge for one night each.I regret staying at the [redacted] because they had bad review! Even when I was staying there, I encountered some guests who had billing issues.Desired Settlement: I request for a refund of my one night charge. I would be out of the country for some time so the best way to contact me would be via e-mail.

Business

Response:

From: WP, Consumer Affairs

Sent: Friday, July 11, 2014 5:24 PM

To: XXXXXXX

Subject: Your connection with the Revdex.com

Review: Hi,I stayed at this hotel June 28-30, 2014.I was billed $26.00 per day for Valet parking even though I was never informed of this ahead of time. I contacted the manager who tried to bargain with me and to reduce the price. I told him that it was unacceptable to charge me for something I was not made aware of to begin with. He then told me that the fee was posted on their website. I told him that I don't pull into their driveway and log into their website to check the fee. It should be posted clearly. There is no self-parking option. To add insult to injury my car was damaged by the valet parking and the car was delivered to us in a puddle of water. The damage has already been taken care of as I was able to remove the paint myself.Desired Settlement: I would like to be reimbursed for this along with compensation and I would like the hotel to be fined for false advertising. Furthermore, I would like the hotel to be forced to post their rates clearly at the entrance.

Business

Response:

From: WP, Consumer Affairs

Sent: Tuesday, July 08, 2014 12:54 PM

To: XXXXXXXX

Subject: Your connection to the Revdex.com

Review: The hotel provided a group rate of rooms for 9 rooms of $49 not to include applicable taxes. When checking in the room the rate was $109 plus applicable taxes. I have a written quote for our group but was charged more than what was agreed too. When I asked the front desk they said that we weren't able to provide that room rate and had to make a management decision and charge all 9 rooms the cost of $109. This was signed by their manager when the group rate was agreed upon and they did not accommodate nor honor their rate.Desired Settlement: DesiredSettlementID: Replacement

For the time and anguish I strongly believe the hotel due to their reputation should provide me with a room free of charge. I had no other choice but to stay that night whether I had the funds they wanted. I was from 3 hours out of town and had no other choice since I was attending an event that morning. This was a beautiful hotel but lacked the professionalism that they should in meeting their quote.

Business

Response:

This file was responded to by asking the guest which hotel this was in reference to and offering assistance directly with our office.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business was well aware of what amount they were charging each of us. They denied to honor their rate for two nights and it was the [redacted] in [redacted] at the airport on 1st street. The company should honor their rate that was provided by their management.

Sincerely,

Review: In response to a major situation that occurred during our stay in April 2010, the Sales Manager of the Four Points, 210 Preston Parkway, Cambridge Ontario gave us a "gift certificate for accommodations in a deluxe King room including hot buffet breakfast for two". We were told at that time there is no expiry date and it was in hope that we would give Starwood a chance to "make it up to us". In January 2013, I emailed a copy of the certificate to the Four Points Hotel in Cambridge to verify that they would still honour it. Before addressing whether they would honour their certificate, they wanted either my original confirmation # or my MasterCard # information. Why the need for me to verify that I stayed there and is a mystery to myself and Mastercard staff who spent time to get the documentation for them. After the Customer Service personnel got involved in March, the present General Manager offered to exchange the certificate value for enough points to cover 1/2 a night's accommodation and a Starwood Specialist offered the other half. The representatives from the Consumer Protection Branch, urged me several times to file a formal complaint. "Kathy" from Ministry of Consumer Services said that because there is no date at all on the gift certificate and we were not advised of any expiration date, unless an expiry date is stated, there isn't one. There is no need for any "goodwill gestures" because we have already been given a viable "gift certificate for accommodations in a deluxe King room including hot buffet breakfast for two". If any copies of any documentation is needed we have all.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Starwood is offering a night's accommodation outside of Montreal and no breakfasts at all. It seems that Starwood wants to set the rules, and give us less than what the gift certificate offers. I spent a great deal of time searching for the documentation they wanted, and I agree with The Ministry of Consumer Services' opinion that Starwood should have honoured the gift certificate without all the requirements. If we hadn't been subjected to supplying the supporting documentation to prove that we did stay originally, (which I suppose is in effort to verify that we didn't counterfeit the certificate), I might have wanted to stay in that location again, but we definitely do not want to stay there again. After getting such a poor response, I expressed to Starwood that I would like to simply transfer my gift certificate for accommodations and breakfasts to a central Montreal location to use this July.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

Contact Name and Title: [redacted] Austin

Contact Phone: [redacted]

Contact Email: [redacted]@starwoodhotels.com

Both the hotel and our Customer Service teams have responded to Ms. [redacted] in a timely manner.

The hotel was willing to extend the use of a gift certificate until August 2013, as certificates are generally valid for one year, and this had been issued in 2010. Upon objection to this offer, 3500 Starpoints were extended as a gesture of goodwill in lieu of the certificate, which was then raised to 7000 after additional objection, equivalent to a free night at any category 3 Starwood hotel globally.

Ms. [redacted] wishes to use these Starpoints at a location in Montreal, which typically range in the 12,XXX-XX,000 Starpoint range. The Aloft Montreal Airport may be an option should she wish to stay in the area.

Respectfully, at this time, we do feel that a number of efforts have been made to accomodate Ms. [redacted], and regrettably, the options have not been to her liking. It is our sincere hope that she will use the Starpoints which have been extended to her towards a more positive experience with us in the future.

Review: I have previously contacted the hotel ([redacted] about which this claim results at least 3 times. I spoke to Virginia about this situation when I was checking out of the [redacted] on 12/12. However, my [redacted] card statement shows to separate charges for the same room: a $7,160.85 charge was made to my Visa card on 12/11 by hotels.com and a $3476.08 charge was made by [redacted] on 12/3, for the same villa. I was told several times that [redacted] would refund me the $7,160.85 however I have yet to see that credit come through. In sum, the villa I was staying in had air conditioning issues. I called the front desk on the first day of my stay to indicate this. Since the front desk manager told me there was no availability to book a similar room (during a conversation we had during one of my first days on-site), I jumped at the possibility of doing so when I saw the same type villa listed on hotels.com (after that conversation). I then packed everything up and went to the front desk with my luggage in an attempt to check out of that villa and into a villa with a working a/c. After doing so, the front desk manager was able to get the a/c working in the original villa, and therefore checked me back into that one. But again, I was told that I would be refunded that second ($7160.85) charge. Hence, I ask that you process and/or work with Hotels.com to process a refund of the $7,160.85 charge that was made on 12/11 since the one room stay was paid for with the $3476.08 charge that was made to my Visa on 12/3. Thank you. Regards, [redacted] ###-###-####Desired Settlement: Please see narrative above.

Business

Response:

Dear Ms. [redacted] Thank you for taking the time to connect with the Revdex.com. Through our channels with them, your concerns have been brought to our office's attention. Please accept our apology for your recent experience with The [redacted] Resort.

We were sorry to read of the issues you had with the air conditioning upon your arrival to the resort. The impact on the beginning of your stay is certainly understandable and not the uncompromising service we expect you to have a [redacted]. In regard to the billing for the hotels.com reservation, we are happy to read the hotel was willing to work with them for a refund. Any refund, traditionally would come directly from hotels.com as they were the organization to charge your credit card. That said, we have connect with Richard S[redacted], General Manager, at The [redacted] Resort to request his review of your feedback and to arrange for a connection to discuss your concerns.

Ms. [redacted] we would like to take this opportunity to welcome you to Starwood Preferred Guest. We look forward to hosting you for many bespoke stays in the future.

Best Regards,

Richard B[redacted]

Executive Consumer Affairs

Guest Experience Intelligence

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

Starwood Hotels and Resorts

One Starpoint

Stamford, Connecticut 06902

f:2[redacted]24

Review: [redacted]'s website went haywire and booked a room for a date I did not request (AT ALL ). [redacted] called the hotel within 10 minutes of the reservation being made. The hotel would not issue a refund.Desired Settlement: No services rendered , no price to pay !

Business

Response:

I have connected with this guest as the hotel information was missing. As this reservation was booked through a third party we were not responsible for the booking or the subsequent charge from them. I did obtain the hotel information and will follow up with the hotel as a courtesy with no guarantee of a the outcome the guest is seeking as the charge came from the third party not the hotel in question.

Review: I participated in a promotion called the "platinum challenge" and they didnt provide me with the "platinum" upgrade I was promised under the terms of the promotion. I was told on 4-5 different phone conversations, that ANY nights at ANY starwood hotel over a 90 day period would qualify me as a platinum member. The only stipulation was that there needed to be 15 nights utilized in a 90 day period. Every single time I called a phone rep they confirmed that all my nights booked were earning me credit towards a particular goal. After I completed 11 nights, I made one last reservation and called to confirm if I booked 4 more nights that I would qualify for my challenge. The phone agent confirmed again that I would qualify for the program, if I did one more booking.

I booked one last reservation at the four points o'hare, which I only booked to receive this promotional upgrade. After this "unused" stay was finished, I called starwood once again to confirm that all criteria had been met. They then changed the rules that had been explained to me 4-5 times over the phone. They now were saying that only paid nights would qualify me for the program. I booked some nights on miles, earned a free one from another promotion and purchased a few nights that were in hotels that no one ever even stayed in. All under the guise of a contest. All of the phone conversations were recorded and no one from starwood even bothered to them a listen. This all should have been filed under starwood complaint number [redacted]Desired Settlement: I would like a refund on the 4 nights of unused hotel stays or I would like them to honor my upgrade status.

Business

Response:

From: SPG Executive Office, 00AUS Sent: 29 June 2015 19:21To: [redacted] Subject: Your Starwood Preferred Guest account

Dear Mr. [redacted],

Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest account. Please accept our sincere apologies for the inconvenience caused by this as well as our delayed response.

I was concerned to learn that our agents may have provided you with the incorrect information regarding the [redacted]. It is important that such information is provided clearly and correctly, especially to one of our esteemed Gold members. I understand that [redacted] from our Customer Service team have already followed up on this with you and offered 10,000 Starpoints as a gesture of apology.

Should you wish to avail of the [redacted] in 2015, it would be my pleasure to extend this to you exceptionally. In order to avail of this, please keep the following in mind;

· You may only register for one status challenge

· You may select the three consecutive months you prefer, including retroactively counting nights already stayed for the first two months of the three month window.

· Eligible nights are only paid nights in an eligible paid stay with Starpoints eligible room revenue which posts to your account. Although this offer assists you with reaching an elite level, SPG Award nights do not count toward this offer, as this offer is a promotion

Should you wish to avail of this, please do let me know directly along with your preferred start day within 2015. If we have not heard from you by the 1st of October, 2015, we understand that you do not wish to avail of this. However, as this an exception exclusive offer, we hope you will have the opportunity to avail of this as we will not be able to offer a similar exception this in the future.

Mr. [redacted], if you have any questions, please do feel free to let me know. I remain at your disposal and look forward to hearing from you.

Sincerely,

Consumer Affairs, Executive DivisioN

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I am trying to register for the 35% off award. I was told in the past signup was good till 2/28. In trying to choose the 35% off award today it won't let me.The plat rep I had on the phone even told me she was told it didnt expire. There was no clearly marked end date in the email.I'm got put on hold with her supervisor (who was very nice) who could only file a ticket and also didnt even know there was an expiration date.It turns out another [redacted] Platinum received an email from [redacted] saying the same:Dear Mr. xxxxx,Thank you for your email. Your commitment to our hotels is commendable, and we are honored to have such a dedicated guest in our program. It is valued guests like you, who keep our award winning loyalty program on top. I would be happy to assist you.:I am pleased to advise there is no time limit in which to select your gift. "Desired Settlement: 35% off any 5 night award in next 6 months or the proper points for using it (35k as I believe 5 night cat 6 is 100k)

Business

Response:

I called the guest to discuss this concern. I have manually enrolled the member into the promotion, and thanked him for the opportunity to resolve this concern. Please see below, which is the email I sent as follow up:

From: [redacted] Executive Office, 00AUS

Sent: Thursday, February 13, 2014 12:52 PM

To: '[email protected]'

Subject: Your connection with the Revdex.com

Review: There was a major discrepancy between the service and the advertisement

The Westin (Virginia Beach Tower)

1. Room: red stain (blood? or nail polish? on the wall) and was very dusty & my guest got the allergic reaction and took medicine during the stay & yellow stain on the sheet & little spots on the towel

[redacted] Informed the maid

2. The pool was so dirty could not swim ( talked to the rep and he said it was so dirty, we could not swim), my guest was very disappointed

3. Jacuzzi was broken & taken away, once again, not the typical Westin experience, my party was not pleased

4. The security deposit box was taken away from the room when there was a clear written advertisement of that on the website, I was not pleased since I carried many credit cards with me along with cash

4. In room dining menu, it was very difficult to find & The small fonts were close to impossible to read for the people with decent eyesight

5. Ordered freshly squeezed juice, and the kitchen told us that they do not make freshly squeezed juice but use container juice (different from other Westin I stayed before)

Finally, the Green 5$ passes were not given on time even we put the sign up and we had to call and request for it.

Desired Settlement: I really enjoyed my stay with Westin previously and it was my first time I took my guest on my expense to make them happy. I felt personally a bit embarrassed and would not mind to take them again to prove the experience to be wrong. Either refund or replacement of stay at the Westin of my choice would be fine.

Business

Response:

Business Response /* (1000, 5, 2013/08/29) */

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 Westin Virginia Beach Town Center, which you brought forward to the Revdex.com. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared.

Please accept our sincere apologies for the inconvenience caused during your stay. The feedback you have brought to our attention relating to the lack of standard, as well as the cleanliness concerns, in both guest rooms and facilities in the hotel, 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 regretful that this your stay did not meet your expectations; they recognize that this was not the renewing and rejuvenating experience they would have wished for you to have.

It is our understanding that Ms Tanya Whitson, Front Desk Supervisor, has connected with you personally to offer their sincere apology. We hope you have received her correspondence where she has also offered 10,000 Starpoints as a gesture of good will for the inconvenience caused. As we recognize that Ms Whitson is awaiting your response in order to proceed with the Starpoints; we hope you have the opportunity to connect with her again. In the event that you may not have received Ms Whitson's correspondence; I encourage you to connect with us again so we may follow up accordingly.

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

Renewing regards