Starwood Hotels & Resorts Worldwide, Inc.

Review: My husband and I recently stayed at the aloft hotel in rosemont, IL by ohare airport for my 30th birthday. We picked it because of the location but also because from the outside it seemed like a nice hotel. This was out first time staying at one of the aloft hotels. It was VERY dirty everywhere in the hotel. The hallways were not vacummed, the cushions on the benches were messed up, there was a half eaten burger laying in the middle of the hall, there were footprints stains on the rug, big dark stains on the carpet in the bedroom, our toilet wouldn't flush unless you held down the handle, but the worst was the puke that was left in elevator. I expected a lot more from this hotel. The staff was all very friendly and nice but I would not go back solely because of the filth that was all over this hotel.Desired Settlement: Id like either a full refund of my stay or a free night stay at one of the aloft hotels, I don think that's to much to ask.

Business

Response:

Dear Ms. Kooima,

Review: I was stuck in an elevator at [redacted] Hotel for over 2 hours this past Saturday, June 7, 2014. I am extremely upset about how the Hotel responded to the situation. Rather that showing concern over our well being and compensating us for the trouble this cause for us, they insinuated that it was our fault. The elevator malfunction due to the elevator exceeded its maximum weight. But no one gets on the elevator and mentally calculates the weight of each person on the elevator, or police it to tell others they cannot get on it. The elevator did not have a light or buzzer signal to let people know the maximum weight has been exceeded. And a sign on the elevator does not measure the weight in the elevator. Therefore, placing the blame on the people in the elevator lack professionalism and tack. The emergency elevator call attendant was also extremely rude and unprofessional. She was condescending and showed no concern for our wellbeing. As a matter of fact, each time we called her for an update, she would tell us it was our fault and then hang up on us. The Hotel Administration continue that lack of concern by making the decision to keep us trapped in the elevator for the extended length of time. There was no one there to see if we were okay when we did got out, or express any concern over our wellbeing. We actually had to request the water bottles that was handed to us when we got out, and had to request for someone to contact us regarding the situation.When we finally were contacted, The [redacted] fail to recognize that the issue is not on why the elevator malfunction, but the way in which situation was handled. Rather we had a room at the hotel or not, we were customers at the [redacted] Restaurant and customer service should always take precedent.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Formal apology from the hotel along with compensation for our trouble in regards to services that provide. We were out on money for vip reservation and bottle service and cost of a limo service rented for the night.

Business

Response:

Dear [redacted],

Review: I checked into the [redacted] off of highway [redacted] in the southern part of [redacted] in July from the 23rd to the 29th. For most of the time I went without internet, the pool was not clean, our room did not get service when our dogs were in the kennel. We had to reprogram our key at least 8 times during our stay. I called about the problem, I got a call back for clarification and 6 weeks later, I have not received a call back.Desired Settlement: I paid for the room with all the amenities listed, I obviously did not get that. In addition, I had to tether from my phone with limited data. I would like the refund for that.

Business

Response:

To whom it may concern, both the hotel and Consumer Affairs, Executive Division has contacted the guest. Please see below email sent to the guest;

From: [redacted]

Sent: 19 September 2014 16:00

To: [redacted]

Cc: [redacted]

Subject: Your recent experience the[redacted] by [redacted]

Greetings Mr. [redacted],

Thank you for taking the time to share your experience with the [redacted] by [redacted] with the Revdex.com. We always welcome the opportunity review our guest’s feedback and I appreciate the chance to review yours.

First of all, I want to take this opportunity to extend our sincere apologies. I was concerned to learn of the cleanliness issues and that the internet service did not work. The comments you have shared does not reflect the comforting level of service we want all of our guests experience.

Copied in this email is [redacted], the Assistant [redacted]. She has shared that she has emailed you personally to sincerely apologize. I understand that you also had the chance to speak [redacted], Director of Operations, during your check-out. As a gesture of goodwill, they would be happy to extend a two night’s complimentary stay. I hope you will have the chance to avail of this so they can show you the high level of service they can offer. If you are able to provide a copy of a bill for the internet charges you occurred, they would also be happy to refund this.

Mr. [redacted], as one of our distinctive members we are grateful for the time you have taken to bring this our attention. I do hope you will allow us the chance to provide a better experience during your next stay with us. Please do feel free to reach out to me or [redacted] directly for any questions you may have.

Sincerely,

Consumer Affairs, Executive DivisioN

Review: I am visually handcappied and made a reservation utilizing the wrong date which subtracted [redacted] from my account. For months I have been bounced around and around to get them credited back to my account and everyone says someone else has to handle the transaction.Desired Settlement: Refund credit of points back to [redacted] account

Business

Response:

From: [redacted] Sent: 02 December 2014 17:29To: '[redacted]Subject: Your complaint with the Revdex.com

Review: When I booked an SPG Hotel, via Starwoods, I thought I'd at least have a decent sleep (which is why you pay for a hotel) in TriBeca/NewYorkCity. Instead, I was charged for 12,000 points, was flat out lied to -- front desk telling me they are putting me on a SPG floor in a quiet room, when the floor or the room was not SPG and certainly was not quiet! I had checked in around 11:00 pm. and only needed a 7-8 hours stay, but I could not even have a decent sleep that night (floor/hallways/room/surroundings was too loud). The way I see it, I paid (via points) for a service I did not receive. You usually pay for a decent night of sleep/stay (that is what hotels are supposed to deliver) -- not for the location of the hotel or other amenities -- and I did not get that. (Furthermore, I was lied to and ignored, during my stay.) When I tried to raise my concerns to the hotel service manager the morning after, the line, which was absurdly long - due to the fact that the front desk could only accommodate two people max (which is unacceptable by a New York City TriBeca Hotel) and people were checking in and also checking out -- I had to wait more than 20 minutes to even talk to someone at the front desk (and before I could, I had to leave - after 20 mins - due to a departing flight). When a customer agrees to pay (with points or cash or credit card) for a hotel service the hotel agrees to a contract that they charge the guest in exchange of a service (service of providing a guest a room where he can sleeps for the night). Sheraton TriBeca failed to provide me a room that I can sleep and rest for the night, hence did not provide me that given service. Furthermore, the service was so bad that the issue was not addressed at the site, in time. I feel that if they did not provide me a room where I can peacefully sleep 7-8 hours before I check out, they are not entitled to any cash, credit, or points. (Any credit card or merchant for that matter would have returned the money or miles I've used gladly.) I would have to say that I've had better stays in 2.5 star hotels

Product_Or_Service: Room

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am demanding that the hotel return my points for this stay, not 25% of it. (I stayed at Sheraton Wakefield in MA (which is a lower hotel than TriBeca in SPG standards) using only 1600 points per night (and they even give you back 500 if you don't use room service) - which was WAY BETTER. The amount of points I am charged for this stay in NYC/TriBeca that did not even provide me a basic need of SLEEP is exorbitant and completely unacceptable.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Dear Mr. [redacted],

My name is [redacted]; I am with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, your case 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.

After reading the information you had shared as well as the file that was opened by our corporate customer service department with respect to your recent stay, please accept my apologies for your experience with the Sheraton Tribeca New York hotel.

I can definitely understand why you would feel frustrated and upset by your experience back in January and also by the lack of response from the hotel's Management. This is definitely not indicative of the type of service we extend to our members and that you can expect to receive from our hotels.

As a gesture of goodwill, I have gone ahead and requested the entire amount of 12,000 starpoints be returned to your SPG account for you. I have requested this as a rush and they should be back in your account within 24 hours.

Mr. [redacted], I do hope that your family emergency has long past with no further issues and look forward to meeting all your travel needs in the future.

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

Review: I the SPG account holder booked and stayed several times unrewarded. Payment was made by my husband with communal monies.

Starwood is withholding points due to hotel stays booked in my name and paid by credit card in my husband's name. Our credit card is communal and is paid by a joint account. Both myself and my husband stay together for all visits and we should be viewed as one entity when booking. Not one time did staff tell us we were not getting points for our stays although they knowingly booked us in using SPG account.Desired Settlement: I would like some compensation for the nights spent and no rewards.

Business

Response:

Business Response /* (1000, 5, 2013/04/23) */

We sent the following email to the guest on April 23, 2013:

Dear Ms. [redacted],

Thank you for taking the time to share your comments with the Revdex.com. I am happy to assist you with this. My name is Pamela Cameron and I am with the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc.

In researching your situation, I see that several stays have been posted to your account on April 19, 2013 by the Supervisor of our Social Media team. As per the terms and conditions of the SPG program, in order to earn the stay and night credit for any stays, the member must stay and pay for the room personally. As memberships are individual, and cannot be shared between members, if you are travelling together and the reservation is made in your name, then you must pay for the stay with your credit card. We do allow unlimited transfers between account that have the same address on file. It may be beneficial to have your husband also sign up for his own SPG account. That way if he is going to be paying for the stay, then the reservations can be made in his name using his SPG account and if he so decides, he can transfer the starpoints to your account so you can keep all the starpoints in one account for redemption.

Ms. [redacted], we appreciate you taking the time to share your experience with us. Input like yours is helping us shape the ideal customer service experience for the future.

We look forward to your next stay with us.

Best Regards,

Pamela Cameron

CONSUMER AFFAIRS, EXECUTIVE DIVISION

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

CAED -T XXX-XXX-XXXX

SPG EXEC - T XXX-XXX-XXXX

FAX XXX-XXX-XXXX

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CT XXXXX

REFERENCE: 2013XXXXXXXX

Review: I called Sheraton central reservations and got a reservation for 2 rooms the S[redacted] for 2 Nov '13 and gave credit card information a month prior to the reservation request (Oct '13). The week prior, on calling the [redacted], I found that the hotel had no record of my reservation so I got another reservation for the weekend. I checked my credit card bill at the end of the month, I found 2 charges for S[redacted] for $403 (total of $806) for 2 Nov '13, so the reservation was made for the wrong hotel and when no one showed up my credit card was charged the full amount for 2 no-shows. I called Sheraton to resolve the billing mistake and was referred to corporate refunds. Corporate refunds informed me that they could only return half (1 room or $403) and take up the remainder with the individual hotels. Both my wife and I have called at least 10 times to both central management and the individual hotels who have investigated and found that the reservationist was at fault. Numerous promises of refund and/or follow up contacts have never materialized. So far we have received a single check for $403. This refund is not satisfactory as the responsibility of the charge lies solely with Starwood Hotels (owner of Sheraton). It seems that Starwood is stone walling us so we get fed up and quit asking for our money back. We are fed up with the time wasted trying to resolve this issue. The whole process of a simple reservation for 2 rooms for a family outing has turned into an unduly expensive affair, in both time and money. This incident reflects poorly on the management of Starwood from the bottom up.Desired Settlement: I would like a refund for the second room in the amount of $403 by check. Also, an apology from the management at Starwood for jerking us around for so long.

Business

Response:

From: WP, Consumer Affairs

Sent: 13 March 2014 17:40

To: Karl Igler

Subject: Your concerns brought forward to the Revdex.com

Review: On August 31, 2013 at approximately 3:59am My girlfriend and I checked in at the * Hotel. The front desk manager checked us in room number 338 under reservation number [redacted] and assured us 100% that this room had a balcony and the reason why we double checked with him about the balcony is because my girlfriend is claustrophobic and she cannot be in an enclosed area for a long period of time without being able to step outside for a few minutes. To our surprise when we went up to the room there was no balcony, we immediately called the front desk and informed of the situation and they said they were going to change our room but they never did. After calling the front desk several times we finally asked for our money back and the front desk again said just to give them more time for them to find us a room with a balcony. *ell they never did, after a few hours my girlfriend ended up getting very sick and we left the hotel very angry. On Monday September 2, 2013 I called the * Hotel's corporate offices and I spoke with [redacted] and Finally with [redacted]l and explain to them how the * Hotel mislead and lied to my girlfriend about the room without a balcony and they simply said the hotel manager is not going refund your card back for the room stay for the amount of $287.67. This is reason why I am filing this complaint to the Revdex.com, Because the * Hotel failed to provided for the services they committed themselves to causing my girlfriend to get sick and end up at her doctor's office due to their lies and negligence. They neglected to help a person with a medical condition by not switching our room.

Product_Or_Service: Hotel Room

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I will like for the * Hotel to effective immediately refund my credit card for the amount of $287.67 based on the fact that they never provided the services they promised and for misleading and lying to my girlfriend and I and causing my girlfriend to get sick.The room reservation number again is [redacted] and the room charge was billed to my debit card under Milton Ulloa.If you have any questions please feel free to contact me at ###-###-####Thank you in advance for your help.

Business

Response:

Dear Mr Ulloa,

Review: I booked a room at the Sheraton under a [redacted] deal the hotel was running during July 2013. However, their stock ran out and the staff informed me that they would ship the package to me.After arriving home, I called the hotel to follow up and was informed that it would be shipped within the week. Followed a 2nd time with no result. Posted a comment on their survey with no response as well.Desired Settlement: Please send me the complete package that was part of my stay.

Business

Response:

To whom it may concern, please note that the hotel has attempted to call the guest and has also sent below email;

Hello there,

My name is Nicholas and I am contacting you on behalf of the Sheraton Brooklyn hotel. I would like to thank you for taking the time and effort to bring it to my attention the promotional issue you had after your stay, but now that we have connected I will be happy to help investigate and resolve this. I would like to speak to you on the phone, do you have a preferred contact number or time where you may be reached at your convenience? I hope you are enjoying your weekend, and hopefully where you are is warmer then NYC! Have a great day and thank you for your communication.

--

Front Office Manager

SHERATON BROOKLYN NEW YORK HOTEL

228 Duffield Street, Brooklyn New York 11201

We have also sent the following email to the guest;

From: WP, Consumer Affairs

Sent: 10 February 2014 15:30

To: Ha Dinh

Cc: [redacted]

Subject: Your recent stay with the Sheraton Brooklyn New York Hotel

Review: SPG has a program called "SPG Moments" where SPG members can bid on events on their website [redacted]I had a winning bid for the even "Host Your Friends in the SPG VIP Soccer Suite Saturday, July 05 - Winner Match 55 vs. Winner Match 56". As per their rules, "Bid Extend:If a bid is placed during the last 5 minutes of an auction, the auction will be automatically extended for an additional 5 minutes from the time of the latest bid. This auction will close once all bidding activity has stopped for a period of 5 minutes."However, instead of being extended only 5 minutes the auction got extended 29 or 30 days. I would have won the auction if it was extended 5 minutes as per rule. I reached out to their online chat rep and they confirmed this but wasn't sure why it was extended so much more. As per the rep's suggestion, I sent an email to their SPG moments team and they also sent communication to the SPG moments team. I never got a reply back.This is totally misleading and unfair practice of business.Desired Settlement: I want to see what SPG moments team will do to rectify this situation. I want to hear their options.

Business

Response:

The following email was sent to the guest by our SPG Moments Team on June 11, 2014, at 5:49 PM:

Hello [redacted]

I apologize on behalf of Moments by SPG for the delayed response to you. At this time we are experiencing higher than normal volume and are about one week behind in correspondence.

I have reviewed the situation in which you describe below. I can assure you that all is working as it is supposed to and no end dates have been modified or changed.

Your SPG account has bid on at least two auctions as listed below.

[redacted]- Host Your Friends in the SPG VIP Soccer Suite Saturday, July 05 - Winner Match 55 vs. Winner Match 56

Start Date: 2014-05-20 @ 09:00:00

End Date: 2014-07-02 @ 13:02:00

Your SPG account bid on auction #[redacted] on 6/2/2014 1:00:48 PM. At that time, the auction end date was still listed for July 2, 2014 @ 13:02:00.

Your SPG account bid on auction #[redacted] on 2014-06-02 13:01:20 PM. At that time, the auction end was still listed for July 2, 2014 @ 13:03:00.

As neither of these auctions have come to a close, there is no winner yet designated.

Should you have any further questions, please feel free to contact us.

Best Regards,

Supervisor - Moments by SPG

Phone ###-###-#### [redacted]

Consumer

Response:

Review: 10085039

I am rejecting this response because:

Review: Starwood forfeited my 50,247 points without notifying me via mail or email, and deactivated my account without any notification either. According to the general hotel and airline industry standards, merchants normally communicate with consumers to give them a heads up regarding the expiration of the points. If Starwood does not follow industry standards, they should emphasize such a difference, instead of embedding the important information in the fine prints.Desired Settlement: I'd like to have the full points restored back to my account. In addition, I'd like to urge Starwood to adopt a business practice to notify customers of the expiration of the points, in stead of quietly forfeiting the points which has monetary value.

Business

Response:

Dear Ms. [redacted],

Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Through the Revdex.com, your concerns have been brought to our attention. Please accept our apology for your recent experience with the forfeiture of your Starwood Preferred Guest Starpoints.

We are sorry for the disappointment you have shared and your feedback is understandable. On your behalf we have reviewed your Starwood Preferred Guest membership and the Customer Service file opened on your behalf. Whilst we fully appreciate your concerns, we must operate within certain guidelines to ensure all our guests are treated equally. In view of your continued disappointment, your concerns have been reviewed. Although we appreciate your sentiments, we consider that the gesture of half your Starpoints return is fair and reasonable.

Respectfully, the terms and conditions of the Starwood Preferred Guest program do clearly state what happens at the expiry of an account and these were agreed to by yourself at the time of joining SPG.

Ms. [redacted], we have shared your feedback with the appropriate teams within SPG for future consideration on program enhancements. We do look forward to extending a warm welcome to you on your next stay with us.

Best Regards,

Richard B[redacted]

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

GUEST EXPERIENCE INTELLIGENCE

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

STARWOOD HOTELS & RESORTS

[redacted], CONNECTICUT [redacted] REFERENCE# [redacted]

Review: Starwood Hotels has failed to credit my starwood rewards account the 15,000 points that it should have 5 months ago.

I fulfilled the requirements of a redeem and reward promotion from a stay at The W Hotel in Miami Beach on December 15th 2012. I have called to inform Starwood that the points have not been credited over 10 times. They have agreed that the points should have been credited and that I should be patient. Now after 6 months I have decided to make a complaint to the Revdex.com as this in my opinion borders on criminal behavior. I have spoke with supervisors and no one has been able to help.

Here are the specifics of the promotion that clearly shows that I should have been credited the missing 15,000 starwood points

Starwood Preferred Guest® Announces Redeem & Reward Promotion

SPG® Offers Exclusive Opportunity to save up to 50% Starpoints on Redemption at Over 20 Premiere Resorts in the U.S. and Canada

STAMFORD, Conn.--(BUSINESS WIRE)--Oct. 24, 2012-- Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and its award-winning Starwood Preferred Guest® (SPG®) program announced a new promotion where members can save 30%, 40%, or 50% of their Starpoints on Free Night Awards at 21 of the SPG program's most luxurious resorts in the United States and Canada. Similar to the SPG program's long-standing Free Night Award policy, there are no blackouts on standard rooms with this promotion. To participate, members simply have to register, complete their Award stay at one of the 21 participating resorts from October 21, 2012 through December 20, 2012, and then will receive a bonus back of up to 50% of the Starpoints redeemed.

"Redeem & Reward is a one-of-a-kind promotion and a first for SPG, giving our members the opportunity to stay at some of our most lavish resorts with the opportunity to save significantly on redemption," said Chris Holdren Senior Vice President of Starwood Preferred Guest. "We strive to provide members with the best value for their Starpoints, and this promotion gives our members the ability to share a unique experience with those closest to them."

Whether hitting the slopes or the beach, it's the perfect time to redeem Starpoints for a late year getaway. Redeem & Reward allows members to receive Starpoint savings at some of the program's most coveted resorts including; The St. Regis Bal Harbour Resort, The St. Regis Aspen Resort and W South Beach Resort.

Participating resorts and their eligible Free Night Award savings include:

50% Starpoint savings:

*W South Beach, Miami Beach, Florida, USA

Desired Settlement: I would like the 15,000 points that I am owed.

My starwood Member # is XXXXXXXXXXX

Business

Response:

Business Response /* (1000, 5, 2013/06/17) */

Dear Mr. Barron,

Thank you for taking the time to connect with the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. via the Revdex.com. I am sorry to read of the issues you have had with the Redeem & Reward Promotion.

I have reviewed your Preferred Plus Starwood Preferred Guest membership and I am happy to tell you the 15,000 Starpoints have been credited as of June 12, 2013. I do apologize for the extended delay in returning these Starpoints to you. It is always our aspiration to post your Starpoints as soon as possible, so you have access to them when you want to use them. I can certainly understand your disappointment and frustration that this was not the case, this time.

Mr. Barron, as a gesture of goodwill for your loyalty since 2009, I am going to add 1,000 Starpoints to your account. You will see those in your account within seven to ten business days. I do hope your stay in Miami was a great escape for you and those memories are not marred by the experience with this promotion.

Mr. Barron, 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.

Review: I called the [redacted] TAMPA BAY on Friday April 4th at 8:11 pm to inquire on making a reservation for stay April 4th to 5th. The 1st time I called I the [redacted] rep hung up on me when I asked to make a reservation. I called again and was transferred to the reservations department. I spoke to a reservation rep to get detail on making the reservation. After confirming what rooms were available and cost, the rep wanted our credit card to make the reservation. I asked the rep several times if we would be charged if we didn't make it to the hotel and the rep said no, we pay once we get to the hotel, the card number was to secure the reservation and there were no cancellations fees. The rep took our names and we gave a credit card to secure the room. The price for the stay was $188 total reservation #[redacted] Due to unforeseen circumstances we couldn't make it the hotel that night. Saturday morning when we checked our account we saw two charges from [redacted] the 1st one was $228 and the 2nd one was $100. We contacted [redacted] 8:56 am to see why we were charged such outrageous amounts the rep stated that we were charged because we did not cancel our reservation before 6 pm Friday April 4th (we made the reservation at 8:11 pm). I explained the situation and what the person who made the reservation told us. The rep could not help us and stated the her manger would be in at 10 am. We were already on our way to Tampa stopped by the hotel and spoke with manager Scott Segreto who provided no help with situation told us that we were charged an extra $100 because the reservation was made for in two peoples name. His only suggestion was to call the reservations department and speak to them again or pay extra to book another night. This was our 1st experience with this hotel and it wasn't a good one. We were Extremely Disappointed with how the entire situation was handled. After we spoke with [redacted] the front desk lady's were whispering and laughing among themselves about the situation. Very unprofessional.Desired Settlement: We would like a full refund of $328. We feel this is unfair practice since we did not stay at [redacted] TAMPA BAY at all. It was also pretty insulting after all the trouble, the hotel to send us an email to thank us for our stay.

Business

Response:

I called the guest but as he didn't answer, I left a voicemail and asked him to contact me back.

Thank you,

Jeremy Davie

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Sincerely,

Mark Allen

Review: SPG has engaged in unfair advertising via their "Select Member Exclusive" promotion which was first offered to me in July 2014 (SPG# [redacted]). As part of the "Select Member Exclusive" offer, I was offered 3 free night awards in a Category 1-6 property after completing 4 stays at a SPG property. I have since completed 5 stays, however, per contact with the Gold Preferred Guest customer service desk, SPG will not provide my free night awards for another 4-6 weeks. I find this to be unreasonable and misleading. SPG is attempting to attract individuals to use their properties under the promise of free nights, only to make it incredibly difficult to then obtain the free nights (which expire for all customers who have received this offer on December 31st, 2014). Furthermore, the customer service desk advised me to book a stay at a Category 6 property of my choice at the best available rate (BAR) in order to "guarantee" room availability. However, when asked if it was guaranteed that I could later swap out the best available rate (BAR) for my Category 6 certificate, I was informed it would be based off "room availability". I do not understand how a room would be unavailable if I am personally holding a room at the property guaranteed to my SPG [redacted] credit card. Further, this does not align with SPG's advertising of "no blackout dates". I would like to book my flight to stay at this SPG property, however, I cannot properly budget for my vacation as it could run anywhere from $0 to $2400 given SPG's limited guarantees.Desired Settlement: I would like to have my 3 Category 1-6 certificates deposited to my account immediately. Alternatively, I would like room availability to use these certificates at the SPG resort property guaranteed.

Business

Response:

Dear [redacted],

Review: We stayed March 07-10, 2013; we had made reservations weeks earlier for our anniversary and our birthday celebration. When we arrived, there were no special food items promised in our room, AND there was a strong odor of marijuana. We reported both to the front desk. We were told several different versions of no and we're working on the problem. Needless to say, it didn't go well. We were reported as the ones using marijuana in the room and that we never made the special arrangements for the birthday and anniversary chocolate covered strawberries. These were both untrue and hurtful.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want a written apology for being so rude and so dismissive to our complaints. Also, to remove the notes with our name about smoking (marijuana) in the room. I am a substance abuse counselor, and my husband is in management. We take these accusations very seriously; we don't want our names tainted in any way. We have been treating very unkindly by Sheraton staff and told untruths several times. Please help us. Thank you. We've already got a full refund due to our dispute via our AMEX.

Business

Response:

Business Response /* (1000, 5, 2013/06/19) */

Contact Name and Title:[redacted]

Contact Phone: [redacted]

Contact Email: [redacted]@starwoodhotels.com

The following email was sent to ms. [redacted]; we cannot determine which hotel this experience occurred at without additional information:

Dear Ms. De Clue,

Thank you for taking the time to share feedback regarding your visit to the Sheraton through the Revdex.com.

I was disappointed to read of your concerns and experience, and I certainly wish to follow up with the hotel management regarding this matter. Regrettably, your communication does not specify which Sheraton hotel this incident occurred at, and we are unable to move forward without that information. Can you please provide the name of the hotel so we may investigate further?

Thank you for your understanding, and I look forward to hearing from you.

Best Regards,

Zachary Austin

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

Review: The resort charged me twice and is going to take 2 weeks to issue a refund on money that was needed during my vacation!

I am very upset that during my recent stay I was charged upon check-in I was charged for my room which I already paid for when I booked my room. When I booked my room on May 27 it stated I would have to make a deposit of $596.00 but instead was charged the full amount of $670.00 and change. Then the morning of my first night I have an email that states my account (bank) was overdrawn which has to be impossible because fund were put there before we came to FL. Then, I saw on my account that I was being charged AGAIN for something I already paid for! I called and visited the desk several times and pretty much I have to wait TWO WEEKS to be refunded my money is absurd! I should NOT have been charged when I paid the full amount when I checked in! This ruined part of my vacation we had NO spending money while in FL, nor could we buy tickets to visit other theme parks because you guys drained our account. We also left Disney without any photo's or souvenirs because once again your company over charged us and is taking 2 weeks to refund us I am beyond upset this issue could not be resolved right away since you took my money right away! Please advise on how you are going to fix this issue.

My stay was from 6/16-6/20 under my husbands name [redacted]Desired Settlement: Please refund my money! Replace the souvenirs we were unable to buy because we had no funds. This really messed up our first trip to FL!

It's a shame we flew out there and could not visit the parks we intended to as well! Our buy our pictures from disney!

Business

Response:

Business Response /* (1000, 5, 2013/08/02) */

(sent to Revdex.com online response inbox on July 5, 2013)

Thank you for allowing an opportunity to respond to Ms. Giles' concerns. We have confirmed that our Reservations Manager, Brendan Barnett has personally been in contact with Ms. Giles to resolve all issues. As resolution, we provided Ms. Giles with a refund of one of her night's stay and immediately processed the refund for the overcharge. It was also confirmed that the refunds were processed through our system on July 3rd, and although we are unable to control the timeframe to post to the bank or credit card company it should reflect in her account within 10 days. The Reservation Manager further confirmed with Ms. Giles that this was an acceptable resolution to her concerns. If she would like to discuss further, she may contact me at XXX-XXX-XXXX or [redacted]@starwoodvo.com.

We apologize for any frustration that this may have caused and again thank you for allowing us to bring resolve to this issue.

Sincerely,

[redacted] Livingston

Starwood Consumer Affairs

Review: I reserved 2 nights for july 16 and 17 at this motel in the name of [redacted] and [redacted]. We get there at check in time and were told we couldnt check in until 5:00 when check in was at 3:00.so I canceled our reservation on the 16 before their cancelation rules. Ok that part went fine they didnt charge us. On the 17 we wake up and find out that there was 456.00 took out of our bank account so I called them and found out without my approval they also reserved 2 nights in my name. So the friday that we were going to leave the 456 got refunded back into our account. Well saterday morning we find out once again they took it back out.Desired Settlement: If they do not refund it and stop taking money out of our bank account I will go to a higher lawyer because for one they are charging our account for the second reservation that I did not approve. and take them to court and when I do it wont be just for the 456.00 that they keep taking out. This place and their service is so horrible. The customer service people run around like their heads are cut off.

Business

Response:

From: WP, Consumer Affairs

Sent: Monday, July 21, 2014 5:02 PM

To: XXXXXXXX

Subject: Your connection with the Revdex.com

Review: I have been a Starwood Preferred Member since 2002 and have never redeemed on single Starpoint. I'm asking that my points be reinstated. Multiple attempts have been made via [redacted] and [redacted], as well as Customer Service to no avail. Please help me reinstate my points status.Desired Settlement: Reintate my Starpoints.

Business

Response:

From: SPG Executive Office, [redacted] Sent: 13 May 2015 19:00To: [redacted] Subject: Your Starwood Preferred Guest account

I have been a SPG and a former Vacation owner since 2004 and have stayed at one of the Starwood brands in every vacation since then. Recently at the end of July I stayed the the ALoft in Cancun Mexico and it has been my worse vacation experience ever.
I had a Spare Tire stolen from my rental car by the valet service guys from this Hotel, when I contacted the Hotel they said the Valet service is provided by a 3rd party and Ana V[redacted] the administrative assistant on the 2nd of August said she will do her investigation and will CALL me back. I was told by [redacted]t rental this was a common practice in Cancun so they gave me a written statement along with how much they charged me which I forwarded to Ana and she stated she will review the videos and will contact me. I did not get anything back so when I called and emailed her on the 14th she said its under review and the hotel GM will contact me shortly. Again I did not get any calls or emails from the GM or anyone else from the Hotel so I emailed her on the 23rd and she replied sorry for the delay the GM should be contacting you. The GM Jorge O[redacted] has been CCd in all of the emails going back in forth with me and Ana but at no time did he reply to me with any questions, even though Ana emailed me over and over the GM will contact you by a phone call.
ON the 28th she emailed me the following
Dear Mr. ________, good afternoon.
First of all, please accept our apologies for the delayed answer to your request.
We are talking to the insurance company and we will be back to you as soon as we get a favorable answer for you.
Our general manager is really worried about this situation and is looking for the best results for you, as well as taking actions to eradicate any problems along with our valet parking provider.
Please expect to receive more communication from our side regarding the advance in this case. We appreciate the time and patience you have given to us.
Regards,
Ana P[redacted] V[redacted] Administrative Assistant | [redacted] 48 L-8-01, Sección [redacted] I did not hear anything back from her so I contacted STARWOOD customer service and an agent named Judith ([email protected]) asked me to cc on the 2nd of September, now going into a month. I called with nothing back from them util the 8th of September when I got the following email
If you decide to give us the opportunity to host you again, please let me know in order for me to assign you an upgraded room if available.
In the name of [redacted], I thank you for your preference and understanding.
Best regards,
Ana G[redacted] Manager Assistant | [redacted] 48 L-8-01, Sección A, [redacted] THANK YOU BUT I WILL NEVER STAY AT A [redacted] AGAIN, THE STATEMENT FROM [redacted] CLEARLY STATED THE CAR WAS NOT BROKEN INTO AND THE SPARE WAS STOLEN BY SOMEONE WITH A KEY. THEY ALSO STATED THIS IS A VERY COMMON PRACTICE IN CANCUN AND IT WAS STOLEN AT THE [redacted] BASED ON THEIR PREVIOUS EXPERIENCE.

Review: I have called the 3 times about my account which remains inactive. They said it should be active but all my points were removed since records were not kept on me since 2009.Desired Settlement: Reinstate all points plus 50,000 points or a free night since they lied 3 times that my account was active when it wasn't and they have not kept proper record of my stays.

Business

Response:

To whom it may concern, please see below email sent to guest;

From: WP, Consumer Affairs

Sent: 10 January 2014 17:13

To: Richard Floran

Subject: Your recent inquiry relating to your Starwood Preferred Guest account

Dear Mr. Floran,

Thank you for taking the time to connect with the Revdex.com regarding your Starwood Preferred Guest account. As a part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared.

First of all, we are delighted to see that you are returning to the Starwood Preferred Guest loyalty program after not being an active member for nearly 7 years. I take this opportunity to welcome you again, and we look forward to you staying with us in the future!

It was regretful to learn of your concerns pertaining to your forfeited Starpoints. Our Starwood Preferred Guests program’s terms and conditions states that if a member does not have a stay with us, or alternatively does not redeem or earn Starpoints with us within a 12 month period, the account will become inactive and the Starpoints will expire. It is regretful that you were unaware of this and that my colleagues did not share this when you connected with them, but we hope that this information may prevent this from transpiring to you again.

Having reviewed your correspondence and learning of your eagerness to start travelling with us again, we would be happy to return your forfeited Starpoints (15,845) to your account which you will be able to access within 5 to 7 business days. If you also have 3 eligible stays with one of our Starwood Preferred Guest participating hotels and resorts before the 28th of February, 2014, we would be happy to add an additional 4155 Starpoints, making it 20,000 in total. Should this transpire, please do not hesitate to reach out us via email or telephone and we will be happy to reinstate these for you.

Mr. Floran, thank you once again for taking the time to share your feedback with us. We hope you will enjoy these Starpoints to plan your next escape with one of our distinctive locations and that we may have pleasure of your continued patronage for many years to come.

With warmest regards,

Chris

(Ms) Christine Nilsson

CONSUMER AFFAIRS, EXECUTIVE DIVISION

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Sincerely,

Richard Foran