Starwood Hotels & Resorts Worldwide, Inc.

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

Review: I made reservations for a one night stay in a Traditional King Deluxe room at the [redacted] through Starwood Preferred Guest services. I checked into the [redacted] on the evening of Friday, 10-30-15. I was issued a key for room [redacted] and maybe an hour into my stay my husband who occupied the room with me suggested I call maintenance as the commode was running over and needed to be shut off. I called down to the front desk to advise them of the issue and a maintenance worker was sent up to resolve the issue. A couple hours later my as my husband and I were preparing for bed we decided to turn the room AC on and heard a loud rumbling noise coming from the vents (have audio) that we thought would pass but never did. We tried to watch a little television as we were drifting in and out of sleep, however, the television display was extremely skewed (have pictures). The next morning I called down to make the front desk aware and was referred to the Regional Pricing/Revenue Manager who was very rude to me. He was upset that prior to notifying them of yet another issue that I called Starwood Preferred Guest whom I established the reservation through and am a Gold Member with. He told me the purpose of having a phone in my room was to notify them (The [redacted] staff) of issues like this. I advised this gentleman that after notifying them of the first issue the problems persisted as to why I reached out to Starwood for resolve, it was not personal. While I had him on the line I made him also aware of the torn up carpet in the room etc. He offered to move me to the Executive floor for nearly twice as much as what I already paid for my inconvenience. Basically, for my trouble I can enjoy the inconvenience of moving to another room for a lot more money since my husband and I were "initially" planning to extend our stay previous to experiencing the said issues with our room. I graciously declined the offer and advised no special treatment was needed, another Traditional King Deluxe room would suffice, however, the manager was not willing to honor my initial rate not even for my inconvenience and I decided it was best that I checked out. I am thorough disappointed as my husband and I have stayed at the [redacted] and [redacted] combined probably about 10 times this year if not more and never once sought a refund of any sort or raised an issue. This is a true disappointment and I wish to be contacted for a full refund as neither the [redacted] nor Starwood cared enough to resolve this issue for me during my call(s) to them.Desired Settlement: I would like a full refund to my [redacted] account ending in [redacted] for the amount of $186.37 charged by the [redacted].

Business

Response:

From: WP, Consumer Affairs Sent: 18 November 2015 16:59To: [redacted] Subject: Your recent experience with the [redacted]

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: As I tried to log on to my [redacted].com - Starwood Hotels & Resorts, I had no access. When I called them, they told me that since I was inactive from March of 2015, my account was deactivated and I lost all my points for travel. I think there should be a law that they should of contacted me if this is their system for taking all my earned points. Now my wife and I can't take our vacation because they cheated us out of our points that we earned. Many of my points, I paid for so I think that I should be reimbursed or given back my points.Desired Settlement: I expect that I should receive all our points for our future travel. We paid for them, not to be taken from us without any contact from SPG. If they want to keep them, then they should pay me for the 10,300 points, approx. $350.00, that they stole from us.

Business

Response:

From: SPG Executive Office, [redacted] Sent: 22 June 2015 17:30To: [redacted]

Subject: Your Starwood Preferred Guest account

Dear Mr. [redacted],

I hope this email finds you well and that you have had a wonderful start to your day. Through our internal channels, your connection with the Revdex.com has been brought to our attention. I appreciate the opportunity to review the comments you have shared regarding your Starwood Preferred Guest account.

I was concerned to learn that the Starpoints on your account had been forfeited. If a member does not stay or have any activity with us within a 12 month period, our membership accounts do expire. Having looked at your account, I can see that this also happened in 2009 when it was reinstated and Starpoints returned. Given this and as you have been a member of ours since 2007, we do have an expectation that you would be familiar with such information. Nonetheless, I am certain that your communication now will be of help to prevent this from transpiring again. I would encourage you to visit [redacted] for additional information regarding Starwood Preferred Guest.

Having looked at your account, I can see that 5466 Starpoints has been agreed to be returned to you as a gesture of goodwill. We would be delighted to make an exception for you and offer the following; should you have an additional 5 eligible paid stays or 10 eligible paid nights with us by the 30th of October, 2015, I would be happy to return the remaining Starpoints. Once these stays have been posted to your account, please do let me know and I will personally ensure these are returned to you.

Mr. [redacted], we appreciate the chance to connect with you personally. I remain at your disposal should you have any questions; we are delighted to welcome you back to stay with us again.

Sincerely,

Consumer Affairs, Executive DivisioN

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I paid for many of my points, so I deserve to get them back.

Review: Starwood sent my wife and I an invitational/promotional rate offer of 5 days/4 nights at the timeshare [redacted] in [redacted] along with a 75$ resort credit. We called and booked when the offer, but it was rescinded when we found out we had 3 kids. The rooms clearly accommodate 5 people according to the timeshare's website and was confirmed by the property staff. The manager at starwood, with whom I asked to speak, told me the offer doesn't extend to families with more than 2 adults and 2 children for no reason other than they decided not to. It has nothing to do with what a room can hold. To me this seems to violate the Fair Housing Act, to which time-share properties are subject to, considering it's discrimination on the basis of familial status and having separate rates for families, again having nothing to do with occupancy limits.Desired Settlement: It would be nice if they honored their special price to families, regardless of size.

Business

Response:

Dear Revdex.com:

Review: I needed to make a reservation with platinum 35% off promo code for point redemption, but this agent [redacted] was rude, and used all sorts of excuses to not help with this reservation and blamed me for mis-communication. His entire phone conversation with me was angry and full of yelling. Detailed as below:I called platinum concierge [redacted] at 12:37PM eastern time on 1/24/2014. [redacted] was the agent picked up my call. My first sentence after greeting was "I need your help make a reservation using a promo code". After asking for my spg#, and me specifing the dates and the hotel name, [redacted] said I needed to wait for 24 hours. I asked if [redacted] can help me understand why it would take 24 hours. This is when he started to yell at me very rudely and refused to explain. He responded briefly that he didn't think anything to explain.I then repeated my request to him. I needed a reservation from Apr 9 to Apr14 at [redacted] using my spg points and 35% promo code. He then claimed I don't have enough points. I explained to him if he helped me use the 35% promo code, my spg points will be sufficient and this is why I need his help.[redacted] then claimed he needs to cancel my other reservation, which is irrelevant to my request for this phone call. I got scared and didnt want to lose my other reservation and asked him to not touch my other reservation. He yelled at me and said I didn't listen to him.I listened quietly for his entire yelling and after he was done, I repeat my request, a reservation from Apr 9 to Apr14 at [redacted] using my spg points and 35% promo code. He now yelled more angrily and said it is my mis-communication to not mentioning to him the promo code. I was shocked, for I have mentioned it from the beginning and repeated it for more than 3 times during the conversation. He also yelled at me that my other reservation was irrelevant to our conversation, but I only brought it up when he wanted to cancel it. The conversation has become nothing more than an accusation from [redacted].Desired Settlement: I am a platinum member (#[redacted]nd a loyal [redacted] customer and also using A[redacted] credit card. I stayed at spg hotels at a bi-weekly frequency last year for business trips, and planed to do the same this year. I appreciate the customer services provided through platinum concierge ###-###-####, and have always had very good experience with the phone agents except today. I will appreciate if SPG can listen to this phone call and investigate the behavior of [redacted], and respond to me.

Business

Response:

Dear Cha Li,Thank you for taking the time to connect with Revdex.com; please accept our apology for your recent experience with booking your reservations in [redacted]Our apologies for the delay in responding back to you. Our office was just recently made aware of your concerns. On your behalf, we are researching to see if your call was recorded and if so, I will personally be reviewing that call and following up with [redacted]’s supervisor. Once our investigation is complete, we will be in touch with you directly and via the Revdex.com.In the meantime, as a goodwill gesture we will be placing 1,000 Starpoints into your distinctive Platinum Preferred Starwood Preferred Guest account. We do want to thank you for your patronage and loyalty since 2012.We look forward to re-connecting with you soon, once we have been able to complete our research, on your behalf.Best Regards,[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-#### F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT 06902Dear Cha Li,Thank you for taking the time to connect with Revdex.com; please accept our apology for your recent experience with booking your reservations in [redacted]Our apologies for the delay in responding back to you. Our office was just recently made aware of your concerns. On your behalf, we are researching to see if your call was recorded and if so, I will personally be reviewing that call and following up with [redacted]’s supervisor. Once our investigation is complete, we will be in touch with you directly and via the Revdex.com.In the meantime, as a goodwill gesture we will be placing 1,000 Starpoints into your distinctive Platinum Preferred Starwood Preferred Guest account. We do want to thank you for your patronage and loyalty since 2012.We look forward to re-connecting with you soon, once we have been able to complete our research, on your behalf.Best Regards,[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-#### F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT 06902

[redacted],

Thank you for taking care of my Revdex.com complaint(Reference #2[redacted]97). I just received your response and happy to hear your proposed solution.

Here below is another problem I am having with SPG reservations, and I wonder if you could help me with it as well.

As you can see in the email chain below, I made two reservations with Royal [redacted]n. Amelia confirmed with me that the hotel has amended my reservations to a room with 2 beds. But when I called the hotel later, they shared they received her request but never confirmed they could do 2 beds for me. The hotel asked me to ask Amelia to call them back for further discussion, but I haven't heard back from Amelia since and now it is about two weeks. Can you please help me continue this communication and make sure my reservations are updated to 2 beds?

1st reservation # 101 050 967 (April 9th to April 14th)

2nd reservation # 171 052 160 (April 14th to April 22nd)

My SPG number 428 239 790 82

Thanks,

Cha (Summer) Li

Cell ###-###-####[redacted],

Thank you for taking care of my Revdex.com complaint(Reference #2[redacted]97). I just received your response and happy to hear your proposed solution.

Here below is another problem I am having with SPG reservations, and I wonder if you could help me with it as well.

As you can see in the email chain below, I made two reservations with Royal [redacted]n. Amelia confirmed with me that the hotel has amended my reservations to a room with 2 beds. But when I called the hotel later, they shared they received her request but never confirmed they could do 2 beds for me. The hotel asked me to ask Amelia to call them back for further discussion, but I haven't heard back from Amelia since and now it is about two weeks. Can you please help me continue this communication and make sure my reservations are updated to 2 beds?

1st reservation # 101 050 967 (April 9th to April 14th)

2nd reservation # 171 052 160 (April 14th to April 22nd)

My SPG number 428 239 790 82

Thanks,

Cha (Summer) Li

Cell ###-###-####

Dear Ms. Li,

Thank you for your reply.

In regard to your call, we are still reviewing to see if the call was recorded, we do want to thank you for your patience.

In regard to your upcoming reservations at The Royal [redacted]n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The [redacted] and have requested the change to two beds in your room, for the entire length of you stay.

Ms. Li, I look forward to being in touch soon and wish you a great week.

Best Regards,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

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

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

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

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

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT 06902

REFERENCE #2[redacted]97Dear Ms. Li,

Thank you for your reply.

In regard to your call, we are still reviewing to see if the call was recorded, we do want to thank you for your patience.

In regard to your upcoming reservations at The Royal [redacted]n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The [redacted] and have requested the change to two beds in your room, for the entire length of you stay.

Ms. Li, I look forward to being in touch soon and wish you a great week.

Best Regards,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

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

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

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

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

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT 06902

REFERENCE #2[redacted]97

Mr. Begley,

Thank you so much for your help!

Regards,

Cha LiMr. Begley,

Thank you so much for your help!

Regards,

Cha Li

Dear Ms. Li,

Thank you for your patience, during our review.

Firstly, in regard to your reservations at The Royal [redacted]n, we’ve heard back from Rick Mishima, their Director of Front Office, who has been able to ensure that you will have two beds during your entire stay.

Secondly in regard to the call you had with our Customer Contact Center associate [redacted], we have found your call was, unfortunately, not captured by our recording system. Your comments have been shared with [redacted]’s direct supervisor for review and appropriate coaching.

In recognition of your distinctive Platinum Preferred Starwood Preferred Guest status and patronage since 2012, we would like to extend you to a onetime goodwill gesture of 20,000 Starpoints. With your agreement, we will have these available for your access within seven to ten business days. Please let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account.

Ms. Li, 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,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

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

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

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

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

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT 06902Dear Ms. Li,

Thank you for your patience, during our review.

Firstly, in regard to your reservations at The Royal [redacted]n, we’ve heard back from Rick Mishima, their Director of Front Office, who has been able to ensure that you will have two beds during your entire stay.

Secondly in regard to the call you had with our Customer Contact Center associate [redacted], we have found your call was, unfortunately, not captured by our recording system. Your comments have been shared with [redacted]’s direct supervisor for review and appropriate coaching.

In recognition of your distinctive Platinum Preferred Starwood Preferred Guest status and patronage since 2012, we would like to extend you to a onetime goodwill gesture of 20,000 Starpoints. With your agreement, we will have these available for your access within seven to ten business days. Please let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account.

Ms. Li, 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,

CONSUMER AFFAIRS, EXECUTIVE DIVISION

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

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

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

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

STARWOOD HOTELS & RESORTS

ONE STARPOINT

STAMFORD, CONNECTICUT 06902

Mr. Begley,

I am impressed by how seriously SPG took its customers feedback, and really appreciate your help. I will book all my business travels this year with SPG hotels. I accept the goodwill points.

Thanks,

Cha LiMr. Begley,

I am impressed by how seriously SPG took its customers feedback, and really appreciate your help. I will book all my business travels this year with SPG hotels. I accept the goodwill points.

Thanks,

Cha Li

Review: On December 29, 2013 we departed from the [redacted] hotel New York Brooklyn and after the 15 minutes since we checked out from the rooms with our luggage I found out that in a refrigerator was have forgotten a gift - an expensive uncorked bottle of wine. My daughter run to the room, but the refrigerator was empty. We were expected that the forgotten bottle will be place to the lost and found room. But the front desk person told her that the bottle of wine has been thrown out to the garbage We were very much upset to lost our expensive Christmas gift.Desired Settlement: Id like to have reimburse the bottle of wine in amount of $125 and send me a check to my home address.

Business

Response:

Dear Mr. Immenov,

Review: we are owners and paid over $1100 in 2014 for our condo points, tried to book the middle to end of Dec. nothing was every available, finally booked in Orlando on 1/1/15 and just realized those points were applied to 2015. Called to see what they could do and was told nothing..... we are just out the $1100...sorry! Every time we try and use these points, the places we want to go are full. And yet we see them giving out room after room to potential new customers to make a sale, while the current owners get screwed. It seems as if they are allowed to sell more points then they have rooms available, so when we try and book, guess what.....full. And I loss out on my points and $1100. Not far at all.I am a small business owner and have always made exceptions to people because my reputation is on the line. These people need to get back to the basics and focus on customer's!Desired Settlement: Apply our 1/1/15 trip to the points we bought in 2014 as intended.

Business

Response:

Dear Revdex.com:

This communication comes in follow up to the complaint filed with you by Mr. and Mrs. [redacted] regarding their vacation ownership at [redacted] Resort. Please be advised that our Resolution Services Department has recently been in communication with Mr. and Mrs.[redacted] and addressed their concerns.

In review of Mr. and Mrs. [redacted]’s account, we find that they booked an online reservation for January 1, 2015 at [redacted]. As the reservation was booked for a 2015 resort stay, Mr. and Mrs. [redacted]’s 2015 week was utilized for the stay. Therefore, Mr. and Mrs. [redacted]’s 2014 week expired as it was never utilized and/or assigned with their external exchange company ([redacted]) by December 31, 2014.

Although we are unable to reinstate Mr. and Mrs. [redacted]’s expired 2014 week, arrangements have been made to extend Mr. and Mrs. [redacted] with one week (7 nights) through [redacted] for their future use. They will have until December 31, 2016 to use the week with [redacted]. This was done under no obligation but as a sincere gesture of goodwill and as a one-time courtesy for any confusion surrounding the reservation booking process. Mr. and Mrs. [redacted] have been reminded that owners have until December 31st of each calendar year to use their week with Starwood [redacted], Inc. or save their week with [redacted] so it does not expire.

Thank you for allowing us an opportunity to review and provide a response to your correspondence. If you should have any further questions surrounding this matter, you may reach me directly at ###-###-#### or via email at [redacted].com.

Respectfully,

CONSUMER AFFAIRS SPECIALIST

t [redacted] F [redacted]

Starwood [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 to me.

It's just unfortunate we had to take it to this level to get resolution on this matter. We acknowledged that it was an unfortunate oversight on our part, along with limited condo availability, that caused this one day booking error. However, as long time owners of Starwood one would think something could have been done for us on our initial phone call.

Sincerely,

Review: I am asking Starwood Hotels to either credit my account with 16000 points or to provide me with a voucher for $300.I am a frequent customer of the Starwood Hotel Program and I accumulate loyalty points by staying at Stawood properties (e.g. Sheraton, Westin, W, ...) and by using a Stawood [redacted] card. On March 3, 2013 I made a reservation at the Westin in [redacted] for 6 nights (March 30, 2014 to April 5, 2014) using my Starwood points.At the time of the reservation Starwood required 60000 points for the 6 nights. According to the Cancellation Policy, if a cancellation is made before Sunday, 23 March 2014 there will be no forfeit amount.On March 15, 2014 I called Starwood to make a change to the reservation in order to check out 1 day earlier.Instead of changing the existing reservation or informing me about a change in the number of points required for one night, the employee I spoke to (Tatiana, no ID No provided) cancelled the reservation (crediting 60000 points) and created a new reservation for 5 nights and debited my account for 64000 points.I argued about the fact that instead of being credited with 12000 points, I was charged an extra 4000 points for 1 fewer night and did not make any sense.The employee came up with a story that the computer made an error at the time of the original reservation and deducted only 60000 points instead of 80000.I do not really know if the reason I was charged 60000 points was due to the fact that I made the reservation 1 year in advance or to the fact that the Starwood policy has changed and they now require 16000 points instead of 12000.I question though if this was really an error made by the computer. As any person who understands processes and computers know, computers do not make one single mistake. If there is a mistake, either the computer makes the same mistake over and over again or the system has been programmed to penalize consumers and benefit Starwood. I responded that if that was theDesired Settlement: I am asking Starwood Hotels to either credit my account with 16000 points or to provide me with a voucher for $300.

Business

Response:

From: WP, Consumer Affairs

Sent: 20 March 2014 18:32

To: Gaspare Benso

Subject: Your upcoming stay with the Westin [redacted], Mammoth

Review: I was literally ripped off and physically abused at the [redacted], and Starwood failed to make it right through a refund of the $900 paid for the VIP table and by firing their security staff hired through CSC. Even another Google review alleges extremely rude security staff. They clearly have an attitude problem. The security guard ripped off my wristband, while I was merely sitting in the VIP area. He then asked me to go outside, slammed me on the ground, leaving bruises all over me, then handcuffed me and turned me over to the cops for "public intoxication", even though I was only outside in public because he asked me to go outside, and nearly everyone there was drinking, and I was just fine clearly, because I was hearing and responding to his requests until he asked me to leave and I refused because there was no good reason to leave my friends at the party.Desired Settlement: Refund of the $900 my group paid, because it ruined my group's night and memories, plus CSC fired from working security at their events for their failure to make it right too.

Business

Response:

To whom this may concern;

Our team originally received this as a review on the Revdex.com website where the hotel name was not specified. The following email was sent:

Dear [redacted] I hope this email finds you well and that you’ve had a wonderful start to your day. Through the Revdex.com, your experience with one of our distinctive destinations has been brought to our attention. Please accept our sincere apologies for the disappointment caused by this. Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further. [redacted] I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you. Sincerely, (Ms) Christine N[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

The guest responded at the same time as we received this complaint. As a response to this, the following response has been sent to the guest:

Dear [redacted]Thank you for your quick response and for confirming which hotel this is in reference to. I’m very sorry to learn of the circumstances described and the lack of follow up from the hotel.As of the 15th of December, 2015, the [redacted] is no longer apart of Starwood Hotels & Resorts. Inc. As such, I would encourage you to contact the new management directly. For more information and for contact details, please visit the following link. [redacted] I hope that together with the hotel you may be able to resolve this amicably. We look forward to welcoming you back to one of our hotels in the near future.Sincerely,Chris(Ms) Christine N[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As mentioned [redacted], which WAS a part of Starwood as of October 31st, 2015, and I've been trying to get a responsible resolution since then. This has been incredibly frustrating and just want someone to step up and make it right for once and for all.

Sincerely,

Review: I called SPG regarding a stay at one of there hotels because I paid for a room I didn't receive as instructed to do by the hotel because I paid for the room with points I had purchased. I spoke with a man how basically told me that I got what I paid for even though I didn't get the room I was guaranteed to have, I belittled me and spoke like a child and told me that he didn't believe me but would give me back half of my points because I was complaining. I called back to speak with a supervisor so that they can address how rude the rep was and I was basically blown off.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am a SPG Gold member and dont feel I should be treated this way, I stay at SPG Hotels all the time and have several upcoming trips and this experience makes me never want to stay at a starwood hotel again. I should have received what I was promised.

Business

Response:

Business Response /* (1000, 5, 2013/05/16) */

Dear Ms. [redacted],

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

Please accept our apologies for the way this situation has been handled thus far and I am hoping to resolve this matter for you.

Although I can see the transactions on your account, I do not want to speculate which stay this was regarding. If you would be so kind as to provide me with additional details as to which hotel you stayed at, I am more than happy to assist you with this issue.

I await your reply.

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

Review: On June 5th, 2015, I went into the [redacted] in [redacted] around 07:00am. I went at this time because I had lost my keys at my house and wanted to nap for a few hours. Upon entering the hotel the staff were very unprofessional. A young gentleman was assisting with a woman and immediately yelled over her, "Sir I can help you too." I didn't appreciate this because the woman seemed flustered by his actions. I proceed to do a walk-in reservation as they call it. I asked the gentleman if I could get a half day or reduce rate since I was checking in at 07:00am and departing at noon time. He gave me some kick back but sidebar with I guess his manager to say it was okay. He offered me a rate and I went ahead with it. I asked him if he could charge my phone to which he said, "yes I may do that for you but I have to leave it here. When you're ready for it, call us down at the Front Desk and we can bring it to you." I was fine with that. I proceeded upstairs the room was fine. However, I couldn't sleep much due to the noise outside. I called down at some point to retrieve my phone and a woman picks up with a nasty demeanor, "Sir, you have to come down and get your phone yourself we don't charge phones nor bring them to you." and hangs up. This was now after 3 1/2 hours into sleep so I had to go downstairs half awake and retrieve my phone embarrassingly in front of everyone. Meanwhile, while I'm waiting to retrieve my phone the staff are talking about a person checking in or prior not sure who it was but were talking about their personal affairs so unprofessional. After my stay at this miserable place, I contacted Starwood Corporate and they made a case. They said that the hotel would have had to respond within five days. The case was opened on 06/10/15 and was anticipating a response no later then 06/17. It was now July 2nd and no word from the hotel management in regards to my complaint. I contacted Starwood Corporate location again and they stated to me that "[redacted] the GM closed out the case because it was resolved" No one called me, spoke to me, nor left me a voice message, or email. I re-opened the file and was told they had until 07/08/15 to contact me back. I received call back today on 07/07, I speak with [redacted] R[redacted] who I asked to refund my reservation due to the lack of urgency in this matter and the customer service I received to which she replies, "You slept in the room and received a half day charge rate there's nothing more I can do." I also mentioned to her that this case has been sitting here for one month and no one contacted me. She replies, "you opened the case two-three days ago so I don't know what you're talking about." Corporate has everything documented but yet she is stating that I'm lying about my disposition. She also mentions that, "due to her teams customer service she will ensure she will speak with them to rectify the problem." I asked to speak with [redacted] the GM, to which I was told, "I ([redacted]) handle all guest relation inquiries for Vivian." Basically shutting down any further explanation of why I shouldn't receive a refund for substandard service. I called back Starwood Corporate and reported the incident and demanded to speak to [redacted] only to have this situation resolved immediately. They told me she would get back to me as soon as tomorrow or within the week. We are now at the current state.Desired Settlement: I am requesting a full refund of my stay due to the lack of customer service and sense of urgency in resolving my matter.

Business

Response:

Dear Mr. [redacted],

Thank you for taking the time to connect with the Revdex.com. On behalf of the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with [redacted].

We were disappointed to read of the challenges you had during your brief stay at the hotel. We do appreciate to the opportunity to review your feedback, internally, and ensure all guests are enjoying the refreshing stay we expect you to have from [redacted]. On your behalf, we have connected with [redacted], General Manager, at [redacted] to request he arrange for a personal connection with you to discuss your feedback.

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,

Executive Consumer Affairs

Guest Experience Intelligence

T [redacted] F [redacted]

Starwood Hotels and Resorts Worldwide

Reference # [redacted]

Review: Customer service was awful during stay so I called manager and left messages and no return call.I called corporate and made a complaint, still no call

On May 2,2015 I stayed at the [redacted] by [redacted] in [redacted]. I was in [redacted] for a family trip to [redacted] and this hotel was a recommended hotel. When I arrived at the hotel I went inside to the front desk, I was not greeted because the young lady behind the desk was having a side conversation with a gentleman. I asked the young lady if I could check in and she stated that I had to wait until another employee came back because it was time for her to go. When the gentleman came to the desk she told him that I needed to be checked in and that she was leaving because she wasn't staying any longer since she had stayed past her time. Once the gentleman started to help me check-in he stated that there were no more rooms, I told him that I had reserved my room and I just drove from [redacted] and just wanted to go to sleep. He started loo[redacted] in the computer system and he said he could give me a room. So he checked me in and handed my the keys to the room. When I got to my floor I could see nothing but furniture in the hall. I felt as if he gave me a crappy room because I saw no one else on the floor. It was late so I just went into the room. Which was not that awesome either. When you open the curtain all you could see was trash all over the back of the hotel. Also there was a bug in the room. The next morning I called the front desk to see if I could get a late checkout since I checked in late and the gentleman that answered the phone was so rude and said Oh no we are not doing late checkout. So I gathered my things and checked out of the hotel.I ask if a manager was in at the time and I was told no but I was given a card and I was told to give the front desk manager a call. I called numerous times and left messages and did not receive a phone call back so I contacted corporate on June 2, 2015 and spoke to a young lady by the name of April and she apologized and said someone would contact me personally within five business days. It is not June 23,2015 and no one has contacted me as of yet. I called the customer service line today and spoke with [redacted] who then tried contacting the [redacted] location and she was told that the genreal manager had just left and she told me that she left him a message.I told her that I would like someone to call me ASAP because it has been almost twi months that I have been contacting the company and no one has contacted me.I also told her that this is not great customer service for a worldwide brand especially since I work in customer service.Desired Settlement: I would like the hotel to just refund my stay or supply me with a different stay at another hotel because I have contacted the hotel and corporate and no one has contacted me about the awful service.Plus starwood is widely used in my family since we always travel.

Business

Response:

From: WP, Consumer Affairs Sent: 26 June 2015 16:06To: [redacted] Subject: Your recent experience with the [redacted] by [redacted]

Review: In December, I stayed at the [redacted] for three nights. I have a Starwood Rewards account and wanted to earn points as part of that stay. The account is connected to my [redacted] rewards account and my points are supposed to automatically be exchanged for [redacted] points. However, the [redacted] assigned the points for that stay to a different rewards account. Apparently, I had long ago previously signed up for a Starwood Rewards account, using the same email address and the points were applied to that account. After speaking with the Starwood Rewards team by email numerous times, they were able to combine my two accounts. However, they refused to have the points from this stay exchanged for [redacted] rewards.

First of all, I have never heard of a company allowing someone to set up two different accounts using the same email, so I don't understand how Starwood allowed that to happen. Regardless, I do not think it is right that because Starwood mistakenly allowed two accounts to be set up, that I now am not being allowed to have those points exchanged/transferred to my [redacted] account. I do not stay at Starwood hotels very often so the points are doing no good to me in the Starwood account.Desired Settlement: All I want is for the points that are currently in my Starwood account to be exchanged for points with [redacted]. This costs Starwood nothing, I would think they would be happy to oblige and make one of their customers happy. My Starwood Rewards account number is: [redacted].

Business

Response:

Dear Mr. [redacted],

Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred guest. I 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 you. I 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 [redacted] frequent flyer account.

Every effort is made to ensure that our guests only have one valid Starwood Preferred Guest, both through automatic and manual processes. However, if we are unable to determine for certain that 2 or more accounts belong to the same person, these cannot be merge without the members consent. I’m glad to see that once we could determine that both accounts belonged to you, these were merged. Moving 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 solution. We have been able to repost your stay with [redacted] & Towers; as a result your Starpoints from this stay are now in the process of being converted in to 600 [redacted] Rewards points which will shortly be posted to your [redacted] frequent flyer account. I would encourage you to contact [redacted] directly to confirm if these have been posted.

Mr. [redacted], if you have any additional questions please feel free to contact me directly and I’d be happy to help. We hope we’ll have the pleasure of welcoming you back to one of our distinctive locations in the near future.

Sincerely,

(Ms) [redacted]

CONSUMER AFFAIRS, EXECUTIVE DIVISION

T [redacted]

STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

T [redacted] FAX [redacted]

GUEST EXPERIENCE INTELLIGENCE

Ref [redacted]

STARWOOD HOTELS & RESORTS

ONE [redacted]

Review: I made a stay at the [redacted] Airport hotel on April 27-28. My stay was excellent, except for I accidentally left a small charging cord for my electric shaver in the room.

The next day, I was flying through [redacted] airport again and had about a 2hr layover between flights -- not enough time that I was able to physically return to the hotel and retrieve the lost item, but I called the hotel and asked if they would please give it to the driver of their shuttle, so I could meet him at the front door of the airport and retrieve it. The manager on duty informed me that because it was about 6pm, she did not even have access to the item since all of the housekeeping people had left for the day. So even if I were to present myself in person at the hotel, they had no procedure or policy in place for managers to return lost items after "normal" business hours. (Let alone, the fact that a hotel is a 24-hr a day operation.)

I then was instructed by the manager to call back the next day and I could pay for the item to be shipped to me. Being that the item was only a couple of ounces in weight, I was told it would cost less than $10 to ship. You can imagine my surprise when I received a bill from [redacted] for $22.72 -- Plus, it took almost a full week to reach me! The hotel could've stuck the item in a manila envelope and dropped it in [redacted] for only a couple dollars, and I'd have received it in about 3 days, but they sent it via a [redacted] method called Express Saver with various "Special Handling Charges" tacked on as it were a custom critical item, and it ended up costing me more than the shaver was even worth!Desired Settlement: Because the hotel made NO EFFORT to try and help me by having their shuttle driver run it out to the airport the next day so I could've picked it up curbside from him. And because the hotel shipped this small, lightweight item via [redacted] for an outrageous cost of $22.72, I am asking for a check for $22.72 to be made to me to refund my fees. Plus, as a goodwill gesture I am asking for a credit of a "fair" amount of SPG Miles be added to my account for this hassle. As an SPG member, I've never e

Business

Response:

From: WP, Consumer Affairs Sent: 02 July 2015 15:26To: [redacted]

Subject: Your recent experience with the [redacted]

Review: This complaint is regarding Starwood Preferred Guest Account No. [redacted].

During an extended period of medical disability, my account became inactive and nearly 90,000 Starwood points ([redacted] exactly) expired, without notice.

I realize that the terms and conditions state that points will expire one year without activity, and my points apparently expired in January 2015. I was on medical leave and disability from September 2014 to March 2015, and so was disabled during this period. The status of my starwood points were hardly at the forefront of my thoughts, especially since I received no notice or reminders.

The [redacted] expired without notice of any kind. And even though I was and am signed up for e-mail statements (at [redacted]), the last statement I received was in July 2013 -- even that statement does not contain an expiration date.

There was no warning of any kind that these points were about to expire. Even airlines notify customers before expiring points! In my opinion, the lack of any prior notice or warning is a deceptive business practice, especially considering the large value of the nearly 90,000 points that I accumulated over many stays and many years.

While your customer service agents offered to replace half the points, that is an inadequate solution in my opinion. And while my options may be limited, I can assure that you if this issue is not resolved to my satisfaction, I will never again stay at a Starwood hotel. Since March 2015, I have spent over $15,000 on hotels for business trips, and had inquired about my Starwood account (which had been locked) because I was about to make a reservation at the [redacted] for a 2 week business trip. Now, that business will go elsewhere.Desired Settlement: A complete replacement of all 88,981 starwood points that were previously in the account.

Business

Response:

From: [redacted] Sent: 09 June 2015 18:31To: [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. I appreciate the opportunity to review the comments you have shared.

I was concerned to learn of your feedback pertaining to your forfeited [redacted]. It’s also unfortunate that you were not able to travel with us for a period of time, but hope you are continuing to heal and wish you all the best on your way towards recovery.

Our membership accounts do become inactive if a member does not stay with us or does not have any [redacted] activity with us within a 12 month period. Subsequently, the [redacted] in the account will then expire. As a member of ours since 2007, we do have an expectation that you would be familiar with such information. Regardless, we hope that ours and our colleague’s interactions may have been of help to prevent this from transpiring again. I would encourage you to visit [redacted] for additional information regarding Starwood Preferred Guest.

Based on your loyalty with us since 2007 and with understanding of the circumstances you have shared, we would be delighted to make an exception for you. Should you have an additional 5 eligible paid stays with us by the 9th of October, 2015, I would be happy to return your remaining [redacted]. Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you.

Mr. [redacted], we are grateful for the time you have taken to share your feedback with us. If you have any questions, please feel free to let me know. We look forward to welcoming you back to stay with us again.

Sincerely,

[redacted]CONSUMER AFFAIRS, EXECUTIVE DIVISION

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my stays are typically a week in length or more. 5 stays is equivalent to over 40 days, which in a period of 3 or 4 months since simply not realistic.

Sincerely,

Business

Response:

To whom it may concern, please see the following communication we have had with the guest:

From: SPG Executive Office, 00AUS Sent: 10 June 2015 12:02To: Jason [redacted]Subject: RE: Your Starwood Preferred Guest account