Starwood Hotels & Resorts Worldwide, Inc.

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

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, *** ***

From:
"Tahoma","sans-serif"Times New Roman"> *** *** *** Sent: ** *** *** ***To: *** ***
Subject: Your recent experience with the * *** * *** ***
Dear Ms***,
Thank you for taking the time to share your recent experience with the * *** * *** *** with the Revdex.comPlease accept our sincere apologies for the disappointment caused by the delay in posting your Starpoints
Copied in this email is John K***, Welcome Office ManagerWe’re glad to learn that he has emailed you personally to sincerely apologize for the delayYour stay has now been credited to your Starwood Preferred Guest account and he has also taken the opportunity to post 1,Starpoints as a gesture of apologyPlease allow up to hours for this to be viewable on your online account
Ms***, should you have any further questions please feel free to reach out to us or to John directlyWe look forward to welcoming you back to stay with us soon again
Sincerely,
(Ms) Christine N***
Consumer Affairs, Executive DivisioN

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

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,
*** ***

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,
*** ***

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: ***

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

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***

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

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

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,
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*** *** 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

Dear Mr***,
Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred guestI appreciate the opportunity to review your comments relating to your Starwood Preferred Guest account
I was concerned to learn that a 2nd SPG account had been
created for yourself unbeknownst to youI can understand the disappointment you must have felt when learning that points had been credited to the account which did not have a Direct Deposit arranged to your *** frequent flyer account
Every effort is made to ensure that our guests only have one valid Starwood Preferred Guest, both through automatic and manual processesHowever, if we are unable to determine for certain that or more accounts belong to the same person, these cannot be merge without the members consentI’m glad to see that once we could determine that both accounts belonged to you, these were mergedMoving forward, we would encourage you to keep an eye on your SPG accounts to ensure that only one remains active
I have looked into this further and have found a solutionWe have been able to repost your stay with *** *** *** & Towers; as a result your Starpoints from this stay are now in the process of being converted in to *** Rewards points which will shortly be posted to your *** frequent flyer accountI would encourage you to contact *** directly to confirm if these have been posted
Mr***, if you have any additional questions please feel free to contact me directly and I’d be happy to helpWe hope we’ll have the pleasure of welcoming you back to one of our distinctive locations in the near future
Sincerely,
(Ms) *** ***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ***
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T *** FAX ***
GUEST EXPERIENCE INTELLIGENCE
Ref ***
STARWOOD HOTELS & RESORTS
ONE *** *** ** ***

From: WP, Consumer Affairs Sent: March
18:32To: Gaspare Benso
Subject: Your upcoming stay with the Westin *** ***, Mammoth
Dear MrBenso,
Thank you for taking the time to connect with the Revdex.com in relation your upcoming stay with the Westin *** ***, ***As a member of Consumer Affairs, Executive Division I appreciate the opportunity to review the concerns you have shared
It was regretful to learn of the specific concerns you had shared in relation to the Starpoints used for your stay as well as the lack of Customer Service you received from our colleagues in our Customer Contact CentrePlease be assured that Starwood Hotels & Resorts Worldwide strives to maintain the highest quality of customer serviceI apologize that your experience was not an example of this and would like to assure you that it was the exception and not the rule
Having reviewed your reservation and your Starwood Preferred Guest account, it’s my understanding that you have already been in contact with *** *** in our Customer Contact Centre who is in the process of refunding the additional 16,Starpoints that was used when your reservation was changed to the new datesThis was caused by a system error which we are now working on rectifying; I sincerely apologize that you were affected by this and it’s disheartening to learn of the negative effect that this had on your view on us and our servicesIt’s my understanding that *** had also offered you a gesture of apology of 10,Starpoints with the hopes of regaining your faith, which it is my understanding that you have declinedIf you were to reconsider your position, please feel free to let me know before the 20th of April, and I would be happy to still extend thisWhile I recognize that this will not turn back the time to change what happened, we do hope that if you chose to accept these you may use them to create new, positive memories with usIn the meantime, this is being followed up on internally with our colleagues that you engaged with to ensure that we continue to strive towards creating ideal guest experiences
MrBenso, thank you once again for taking the time to write and share your commentsWe truly value your feedback as a Starwood Preferred Gold Guest; it’s comments such as yours that allows us to grow and identify opportunities where enhancement can be madeWe hope that you have a wonderful time with the Westin *** *** and that we may have the pleasure of welcoming you back to our other distinctive locations in the near future
Renewing regards,
Chris
(Ms) Christine Nilsson
Consumer Affairs, Executive DivisioN