Starwood Hotels & Resorts Worldwide, Inc.

Complaint: ***
I am rejecting this response because:
I lost a lot money due to the misrepresentation of this program I am seeking a refund on a hotel room that was booked and unused for nights!
Sincerely,
*** ***

To whom it may concern, please see our response to the guest:
From: WP, Consumer Affairs Sent: September
19:20To* *** *** Subject: Your recent experience with the *** *** *** * ***
Dear Mr***
Thank you for taking the opportunity to share your feedback regarding your recent experience with the *** *** *** * *** through the Revdex.comThrough them, your comments have been brought to our attention for our reviewPlease accept our sincere apologies for the inconvenience caused by your stay
I was sorry to learn of the concerns you experienced during cheas well as with the air-conditioning unit in your room and with housekeepingWhen travelling such a long distance with your family, I can understand that this was not the uncomplicated stay you had hoped
Our team have been in contact with the management who is very apologeticWhilst these items separately may not be nuisance, we understand that together they impactedIn recognition of your Gold membership and as a final gesture of goodwill, we would be happy to offer you an additional 7,Starpoints, making it 10,This is equivalent to one free night with this location but can be used with any of our participating hotels worldwide
*** *** we understand that you have many options to choose from when you are travelling with usWe’re glad to learn that you are continuing to choose our destinations and hope you enjoy your upcoming stays with us
Sincerely,
(Mrs) Christine N***
Consumer Affairs, Executive DivisioN

Dear Mr***,
Thank you for taking the time to connect with the office of *** ***, Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, IncOn behalf of Ms***, please accept our apology for your recent experience with our account expiry
policy
I understand that your Starwood Preferred Guest account had expired due to inactivity and you feel you were not given proper warning of suchThe expiration of your account also resulted in the forfeiture of 24,StarpointsI can see why you would be upset over this matterPlease understand that all information on account expiration is located in section of the SPG Terms and Conditions on our websiteIt is unfortunate if this information was not properly communicated to youPlease understand that SPG is a loyalty programMuch like other loyalty programs, if your account goes a certain amount of time without activity, the account expiresIn our programs case, that time period is months
As that is the case and we do prefer to promote loyalty here at SPG, I would be willing to offer you the full amount of Starpoints backHowever, to do this, we would need to see from you, a minimum of two paid stays at our hotels within the next six monthsThese stays would need to be booked through any Starwood branded website or through one of our Customer Contact CentersOnce your second stay is posted to your account let us knowWe will then return the remainder of your Starpoints to you
Mr***, we appreciate that you are returning to Starwood Preferred Guest and look forward to providing for your travel needs once again
Best Regards, *** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10012740, and find that this resolution is satisfactory to me We will accept the 3,points and like them applied to our stay in Chicago
Sincerely,
Amanda Filippi

Dear *** **,">Thank you for taking the time to connect with the Revdex.com and in turn the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, IncPlease accept our apology for your recent experience with *** *** *** *** ***
We were sorry to read of experience in the elevator while you were on your way from the *** restaurant. It was good to read that the safety system with the elevator worked correctly, but understand the effect being stuck for so long would have had on your evening. On your behalf, we have connected with *** ***, Front Desk Manager, at *** *** *** *** ***. He has shared his email to you, it is our understanding the General Manager, *** *** will be connecting with you also to discuss your experienceThe safety and security of our guests is our primary concern. We do recognize there were some service challenges and this is something the hotel will be reviewing internally, including all appropriate CCTV footage, to learn and coach for any similar circumstances
We appreciate you taking the time to share your experience with usYour comments and patronage are invaluable in helping us identify opportunities for improvementInput like yours is helping us shape the ideal customer service experience for the future
Best Regards,
*** ***
Consumer Affairs, Executive Division
t ###-###-#### F ###-###-####
Starwood Preferred Guest Executive office
t ###-###-#### F ###-###-####
*** *** * ***
*** ***
*** *** ***

From:
"Tahoma","sans-serif"Times New Roman"> *** *** *** Sent: August 15:16To: *** *** Subject: Your reservation request for the *** ***, Washington D.C
Dear Mr***,
I hope this email finds you well todayThrough the Revdex.com, your interactions with our Customer Contact Centre have been brought to our attentionI appreciate the opportunity to review your comments shared albeit the circumstances which have led you to share these
First of all, please accept my sincere apologies for the inconvenience caused by thisI’m deeply concerned to see that the wrong hotel was booked and that our colleagues have not been of help when trying to adjust thisI can appreciate your disappointment and can assure you that we will follow up with the agents in question
We have spoken with the *** *** by *** *** *** *** * *** *** who have agreed to cancel your reservation free of chargeIn addition to this, we’ve also been able to secure a reservation with the *** ***, *** *** at a lower rate than what had previously been confirmedWe will be sending you an automated reservation confirmation; however for your reference here are the details:
***not added due to privacy***
Mr***, should you have any questions, please feel free to connect with me and I’d be more than happy to respondWe hope you have a wonderful stay with us in Washington D.C
Sincerely,
*** *** ***
Consumer Affairs, Executive DivisioN

From:> SPG Executive Office, *** Sent: May 19:00To: *** *** Subject: Your Starwood Preferred Guest account
Dear Mr***,
Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest accountI appreciate the opportunity to review the comments you have shared
I was concerned to learn of your concerns pertaining to your forfeited StarpointsOur membership accounts do become inactive if a member does not stay with us or does not have any Starpoints activity with us within a month periodSubsequently, the Starpoints in the account will then expireFrom your account, it would appear that this also happened in when it was reinstated and Starpoints returnedRegardless, we hope that ours and our colleague’s interactions may have served as a reminder which may prevent this from transpiring againI would encourage you to visit *** for additional information regarding Starwood Preferred Guest
It is my understanding that our colleagues in our Customer Contact Centre have been in contact with you to review this furtherHalf of your Starpoints have been requested to be refunded to your account exceptionally, which we hope you will enjoy with our compliments
Mr***, we are grateful for the time you have taken to share your feedback with usWe hope you will enjoy these Starpoints to plan your next escape with us and that we may have pleasure of your continued patronage for many years to come
Sincerely,
*** *** ***
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** offered 15,*** as goodwill. I accept the offer. I have confirmed that the points have been deposited in my account. Therefore, I hereby drop the complaint
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Starwood *** *** ** on clay and the resort treated us highly inappropriately and will seek every mean necessarily to prevent thus discrimination's and act of conspiracy We did nothingwrong by all means thus company refuse to fix the problem or picking on innocent kids is most certainly unacceptable We will not stop until we are granted compensation for brutality and over withdrawn money with out customer permission, brutality, theives, and show any compassionate Check out the response afterward over yr loyalty and I wouldn't recommend any one at thus location racists and unprecedented to mistreated and failure to fire employees are write up avoid doing business with poor customer and reckless employees and over charging a late fee for$and then had the intention to write off and canceled or room service paid in advanced for a weekKicking customer out for no good merited reason we never had conduct until he left John *** V*** in charge he is the worst customer service over lapse to director room he a evil manPlease don't be fool over his fake Paris voice it a cop outWell I will continuously have a good life while he soon will be unemployed while he in poverty working long hours and under paid.
Sincerely,
*** ***

Request for refund has been honoured and was processed on December 1,
*** *** should see the refund reflected on his credit card within seven to ten business days

The following response was emailed directly to Ms*** using the email address associated with her Starwood Preferred Guest Account:
Dear Ms***,
Through our internal channels, your concerns regarding the Kick Start Promotion with Starwood Preferred Guest were brought to my
attentionWe appreciate the opportunity to review the information you have shared through the Revdex.com
It’s disappointing to learn of your feelings and the length of time it has taken to resolve this matter for youWe want every guest to feel valued and rewarded through our program, and regret this is not the case for you
In review, we have been unable to find any record of your enrollment in the promotionEmail confirmations are sent upon enrollment to SPG accounts opted in to receive email alertsFrom what you shared, you did not receive any email confirmationWhile we can speculate as to why this happened, it does seem evident that the enrollment process for this promotion was not completed
You completed stays at the *** *** for which services were provided accordinglyWe will respectfully decline to provide refunds for your staysWe will also respectfully decline to provide the free night awards in this case, based on the investigation completed into this matterHowever, I will be depositing 4,Starpoints into your SPG account as a gesture of goodwill for the delays in communication with youThis is equivalent to a complimentary night at the *** ***, or any equivalent category hotel within the Starwood Preferred Guest ProgramThese will be deposited within business days
Ms***, we do appreciate your husband’s loyalty as a Gold elite member of Starwood Preferred Guest, and your newfound enrollment as wellWe do hope these Starpoints contribute towards a positive experience in the future, and look forward to welcoming you
Best Regards,
Zachary A***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T ###-###-####
FAX ###-###-####
GUEST EXPERIENCE INTELLIGENCE
STARWOOD HOTELS & RESORTS
ONE STARPOINT
***, CT
REFERENCE: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I regret that I had to take this route, but thank SPG for belatedly addressing my concern I now understand the name-matching policy, but for future reference the policy is not at all clearly disclosed, either during the transfer confirmation process or on the pages describing the transfer mechanics I highly recommend a clearer explanation of this such as a window requiring you to click "OK" to a sentence clearly stating that the name on the SPG account must exactly match the name on the destination award account
Sincerely,
*** ***

I have ensured that *** *** account is unlockedi have also personally called him and left a message to assist in verifying his account and following up with anything else he may requireBest Regards,
"">
Zachary A***
Consumer Affairs, Executive DivisioN
T
###-###-####
Starwood Preferred Guest Executive office
t ###-###-####
FAX ###-###-####
Guest Experience Intelligence
starwood hotels & resorts
One StarPoint
Stamford, CT,
Reference: 2***

From:
10ptTahoma","sans-serif"Times New Roman" lang="EN-US"> WP, Consumer Affairs Sent: February 19:05To: Gina Aponte Subject: Your recent experience with the *** *** *** *** ***
Dear *** ***
I hope this email finds you wellYour recent experience with the *** *** *** *** *** has been brought to our attention by the Revdex.comPlease accept our sincere apologies for the inconvenience caused by this
It was concerning to learn that you were provided with a different room type than the clubroom you had originally reservedWe understand that many of our guests chose to reserve an upgraded room to avail of extra benefits such as additional space and club lounge accessI can appreciate the disappointment you must have felt at the time
Our team have been in contact with the management and it’s my understanding that Jordan *** Front Office Manager, has emailed you to apologizeShe understands why you were not satisfied with the room type and I’m confident that she will follow up with her team to address thisAs a gesture of goodwill, she will be posting 10,Starpoints to your SPG accountWe hope you may use these to create new, positive experiences with us
*** *** as one of our distinctive members, we appreciate the opportunity to connect with youI hope we’ll have the chance to welcome you back to stay with us soon again
Sincerely,
(Ms) Christine N***
Consumer Affairs, Executive DivisioN

Hello *** ***
I wanted to connect with you regarding your concerns that you had posted to the Revdex.com
I understand the feedback and would be happy to discuss this in more detailThe terms and conditions of the Starwood Preferred Guest program are clear with respect to expiration of the account and subsequently the Starpoints accrued at that pointThe program does require a frequency of eligible charges to be posted to your account to maintain an active status
We appreciate the loyalty you have shown and would welcome you back to both our properties and our program to rebuild our relationship
Andrew W***
Consumer Affairs Executive Division
Starwood Preferred Guest Executive office
Guest Experience Intelligence

To whom it may concern, please see the following email which was sent to the customer yesterdayWe have yet to receive a response:>From: *** *** *** Sent: September 17:25To: *** * *** Subject: Your feedback to the Revdex.com
Dear Ms***,
I hope this email finds you well and that you’ve had a wonderful start to your weekThrough the Revdex.com, your experience with one of our distinctive destinations has been brought to our attentionI appreciate the opportunity to review the comments you have shared albeit the circumstances which have led you to share your feedback
Unfortunately we were not able to determine which W Hotel this is in reference toIf you could kindly confirm the hotel, I’d be more than happy to examine this further
Ms***, I appreciate the opportunity to connect with you personallyI remain at your disposal and look forward to hearing from you
Sincerely,
(Ms) Christine N***
Consumer Affairs, Executive DivisioN

To Whom it May Concern,
0in 0pt;">
*** *** concerns have been addressed by the hotel directly. The hotel has agreed on using a different pool space, and waived a large scost as a gesture of goodwill. *** *** has the direct contact information of the hotel to move the event forward
Please feel free to contact us for any additional questions or concerns
Warm Regards,
Consumer Affairs, Executive Division
t ###-###-#### F ###-###-####
starwood hotels & resorts
One StarPoint
Stamford, CT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** **

The following email has been sent to Mr* *** regarding this matter:
Dear Mr* ***,
Thank you for connecting with the Revdex.com regarding your experience with the Four Points by Sheraton Fort Myers AirportWe appreciate the opportunity to review the feedback you have
shared
I am sorry about the difficulties you had booking reservations for the hotelI have shared your comments with the General Manager to reviewThe conduct you have reported is absolutely inconsistent with what is expected of hotel associates, and they will be following up internallyI 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 requestedI can also see the hotel does offer a rate for NIC LLC, which I believe aligns with the purpose of your travelI am not certain if you are restricted to only booking through your websiteHowever, you may wish to contact our Four Points by Sheraton reservations team to request assistance in booking for your conferenceReservations can be reached at ###-###-####I hope that despite the challenges, you will reconsider and be able to stay at the hotel
Mr* ***, we do appreciate your businessI would also encourage you to check out www.spg.com to make the most of your stays with us as a Starwood Preferred GuestIf you have any other questions or concerns, please feel free to connect
Best Regards,
Zachary ***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T ###-###-####
FAX ###-###-####
GUEST EXPERIENCE INTELLIGENCE
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CT,
REFERENCE: 2***