Starwood Hotels & Resorts Worldwide, Inc.

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

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

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

From:
"Tahoma","sans-serif"Times New Roman"> SPG Executive Office, *** Sent: June 17:30To: *** ***
Subject: Your Starwood Preferred Guest account
Dear Mr***,
I hope this email finds you well and that you have had a wonderful start to your dayThrough our internal channels, your connection with the Revdex.com has been brought to our attentionI 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 forfeitedIf a member does not stay or have any activity with us within a month period, our membership accounts do expireHaving looked at your account, I can see that this also happened in when it was reinstated and Starpoints returnedGiven this and as you have been a member of ours since 2007, we do have an expectation that you would be familiar with such informationNonetheless, I am certain that your communication now will be of help to prevent this from transpiring againI would encourage you to visit *** for additional information regarding Starwood Preferred Guest
Having looked at your account, I can see that Starpoints has been agreed to be returned to you as a gesture of goodwillWe would be delighted to make an exception for you and offer the following; should you have an additional eligible paid stays or eligible paid nights with us by the 30th of October, 2015, I would be happy to return the remaining StarpointsOnce these stays have been posted to your account, please do let me know and I will personally ensure these are returned to you
Mr***, we appreciate the chance to connect with you personallyI 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

We do apologize for any misunderstanding or inconvenience to MrBenderIt is absolutely true that the names on both the SPG account and Airline account in question must matchWe do our best to make sure this information is clearly advised, and regret any discrepancy with respect to his
transfer
The transfer has been voided, and the Starpoints in question returned to his SPG account

To whom it may concern, please note that we have attempted to contact the guest twice to gain further information:
From: WP, Consumer
Affairs Sent: October 19:01To: ***Subject: RE: Your feedback to the Revdex.com- CN
Dear *** ***,
I hope you are having a pleasant Wednesday
We were hoping to follow up on this to see if you had had the opportunity to read our previous communicationOur team would welcome the chance to look into this and hope to hear from you soon
Sincerely,
Chris
(Mrs) Christine Nilsson
Consumer Affairs, Executive DivisioN
From: WP, Consumer Affairs Sent: October 19:18To: ***Subject: Your feedback to the Revdex.com- CN
Dear *** ***
Thank you for taking the time to connect with the Revdex.com in relation to your experience with one of our distinctive locationsPlease accept our sincere apologies for the inconvenience caused by this
By reviewing the comments you shared, we were unfortunately unable to determine which of our hotels your feedback was referring toAs we would welcome the opportunity to review your concerns further, it would be truly appreciated if you could share this with us at your earliest convenience
MrJordan, we remain at your disposal and look forward to hearing further from you
Sincerely,
(Mrs) Christine N***
Consumer Affairs, Executive DivisioN

Complaint: ***
I am rejecting this response because: by the time the "new points" add to my account the first set of points will expire When I tried to explain that to the manager that called me, he did not appear to understand that I also tried to explain to him that the closest *** hotel nearest to me was SLC that takes points per night I also explained that the previous manager said I would get a night complimentary stay iny hotel that spg covered I tried to explain what he was trying to give was useless to me and is not what was promised The only thing he apologized for was not getting back to me when I had called and left a message and admitted that he was returning the call due to the fact that I made a Revdex.com complaint This is bad business and horrible customer service If you are truly trying to make things right, I would rather get a phone call from corporate then him again I was pretty upset after his phone call
Sincerely,
*** ***

Our office has contacted *** *** to confirm a refund is being provided by the hotel management as requestedHe has also requested a folio confirming the adjustments, which has been provided

Dear Mr***,
Thank you for taking the time to connect with the Revdex.com and through them to the Executive Consumer Affairs Office for Starwood Hotels & Resorts Worldwide, IncPlease accept our apology for your recent experience with The *** *** ***Firstly thank you for your loyalty over the years. We were sorry to read issues you had with your room subsequent billing for the upgraded room. In reviewing your customer service file, we do see *** ***, Assistant General Manager, has connected with you to discuss your experience. Should you have any further concerns we invite you to re-connect with *** has he and the local team in *** will be best able to address them for youMr***, we appreciate you taking the time to share your experience with usYour comments and patronage are invaluable in helping us identify opportunities for improvementInput like yours is helping us shape the ideal customer service experience for the future
Best Regards,
*** ***
Executive Consumer Affairs
Guest experience intelligence
* *** * ***
starwood hotels & resorts
One starpoint*** *** ***

Our offices have reached out to Mr*** to request information to determine where this experience occurred
To date, we have no record of receiving a response from Mr***We cannot pursue this issue without the requested information
Mr *** is welcome to respond to the email he received, or connect with our offices at *** or *** to provide this informationWe can then move forward is assisting at that time

Complaint: ***
I am rejecting this response because:
Enough talk more action I spoke on the phone with customer service on three different occasions
Sincerely,
*** ***

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

Please see the additional communication between Starwood and the guest. Please note that we've agreed to his original "Desire for Settlement" and he has been issued a cheque for the amount he has disputed. Unfortunately the guest is now seeking additional information and details, and is choosing to pursue this concern through other entities. No further communication from Starwood on this concern beyond the below emails
From: WP, Consumer Affairs
Sent: Tuesday, July 08, 4:PM
To: XXXXXX
Subject: RE: Your connection to the Revdex.com
Greetings MrXXXXXXX:
Thank you for your follow up email
My previous response was phrased around your desired settlement stated through the Revdex.com. As you only said you wanted the money returned, and considering that this request was already honoured, I did not enter into further discussion. Since you have requested additional feedback, please allow me to address the points you’ve brought forward
We are required to disclose parking fees, which we have through the website. This information is also available at the hotel, or through one of our Customer Contact Center reservation centres. As you confirmed this booking through our central service, please consider asking for this information at the time of booking. Please note that the website for this hotel only mentions valet parking
I apologize that the interaction with the manager was not professional. I will ensure your feedback is delivered to the General Manager of the hotel, *** ***. Please forgive me, though as consumers we sometimes encounter fees or unexpected charges. Recently I was surprised to learn that you had to pay an exit tax when departing from the country of *** ***. This information was not listed on my airline confirmation document, nor posted within the airport. It was readily available through the *** ***n government website.
The property states they noted the damage you mentioned when you checked in, and documented it. I am pleased that you were able to resolve the concern without cost
I will ensure this information is provided to ***. We appreciate your professional courtesy and insight
Please let me know if I may assist you further, or of you have any other questions or comments
With Kind Regards,
*** ***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-#### F ###-###-####
*** *** * ***
*** ***
*** *** ***
*** ***
From: XXXXXXXX]
Sent: Tuesday, July 08, 5:PM
To: WP, Consumer Affairs
Subject: RE: Your connection to the Revdex.com
Hi ***,
I don't believe that disclosing parking rates on your website passes as disclosure. I don't know about you, but I don't normally pull into a parking lot and hop online to see if there is a fee. Do you? There should be a sign in plain view. Clear and simple. Why wouldn't you just put up signs? You know they aren't that expensive.
Also, you cannot put the burden of finding out your fees on your customers. I don't work for your company and I shouldn't have to search for information. It's even rude of you to ask that of me. That is not the way business is done in this country. I booked the hotel over the phone and there was no mention of the parking fees. You need to train your representatives to disclose it. Knowing myself, I wouldn't have made the reservation had I known there was only valet parking and that it cost money
I am aware of the tax that *** *** charges upon exiting the country as it upset me too when I left there. However, we live in the United States of America and I like to think we are better, more civilized, and that we conduct business like gentleman. Furthermore, we have laws in this country that are meant to protect consumers
There was no damage to the vehicle when I got there. The damage happened while the vehicle was in your possession. The rental agreement with *** clearly shows no damage to the vehicle upon picking it up and I had no incidents along the way. On that note, here is another tip for you: you may want to have the valet staff walk around the car with your customers and note any damages on a piece of paper and have them sign it. This will help you prove pre-existing damages, if any
As you can probably tell by now, I am not one to just let this pass as I believe in justice. This issue needs to be taken care of. You cannot continue to defraud your customers. As such I also filed a complaint with the FTC (reference number ***) and with the State Attorney General office of California. I hope they will put an end to this fraudulent activity and should they fail to do so, I am prepared to take further action
Sincerely,

I spoke with this guest on the phone after this complaint was openedWe discussed the matter in fullHe is receiving a refund and this is being looked into internally as wellThis appears to be resolved

From:
"Tahoma","sans-serif"Times New Roman"> WP, Consumer Affairs Sent: July 17:58To: *** *** Subject: Your Starwood Preferred Guest account
Dear Mr***,
Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest accountYour comments have been forwarded to our attention and I appreciate the chance to review these
First of all, it was a delight to learn of your loyalty since May, As one of our esteemed Gold members, we do hope you are enjoying your stays with us and that we may continue to welcome you back for years to come
I was concerned to learn of our colleagues handling of your Best Rate Guarantee claim and that it was not processed in a timely mannerIt’s my understanding that this was already escalated within the appropriate department to ensure this does not happen againWe’re glad to see that they honoured the rate despite not being able to verify its authenticity with the third-party website
I was also sorry to learn that you feel that you were misinformed about what qualifies as a stay and what qualifies as a nightIf you remember the name of the person you spoke with and time, I’d welcome the opportunity to follow up on this furtherThis information is not something we chose to not to disclose to our members and is also available on our websiteIf you click on the following website you will find the information listed there
Mr***, I appreciate the chance to connect with you personallyI remain at your disposal and look forward to hearing further from you
Sincerely,
(Ms) *** ***

From: WP, Consumer Affairs Sent: July
18:55To: *** ***
Subject: Your recent experience with the *** *** Downtown
Dear *** ***,
I hope that all is well and that you have had a wonderful weekendThank you for connecting with the Revdex.com regarding your recent stay with the *** *** DowntownPlease accept our sincere apologies for the inconvenience caused by this recent experience with us
I was deeply concerned to learn of your comments regarding the hotels billing procedures and the service you receivedI can appreciate how the experiences you had did not create the personal, renewing experience we want our guest to have
Having reviewed this further with the hotel, it is my understanding that this was caused by a system malfunctionWhen your credit card was provided for incidental, the credit card details from your company was accidentally removedMy understanding is that *** *** ***, Executive Assistant, has also reached out to you to explain as well as to apologizeSteps are being taken to ensure that a similar incident does not transpire with our systemsI am also confident that they will be connecting with the associates you interacted with so that appropriate follow up is always madeA refund of $is in process and should reflect on your account before the end of this weekIf you have not received it within this time, please do reach out to me and I’d be happy to follow up on your behalf
*** ***, we appreciate that you have taken the time to share your experience usShould your future plans bring you to one of our other many hotels and resorts; I encourage you to reach out to me beforeWe would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer
Sincerely,
***
*** *** ***
Consumer Affairs, Executive DivisioN

To whom it may have concerned, please below email sent to guestAttached is a copy of the voucher the guest received from the hotel
0pt;" class="MsoNormal">
From: WP, Consumer Affairs Sent: April 17:42To: Amanda Filippi
Subject: Your recent stay with the *** *** Airport at Cascade Station
Dear MsFilippi,
Thank you for taking the time to connect with the Revdex.comYour comments relating to your recent experience with the *** *** Airport at Cascade Station, which you kindly shared with them, has been brought to our attentionI appreciate the opportunity to review your feedback
First of all; we were truly sorry to learn that the hotel was unable to offer you a room upon arrivalWhilst it is our understanding is that this happened due to circumstances beyond the hotels control, I can certainly appreciate the frustration and disappointment it may have caused, you especially after a long days travelWe were however glad to see that they were able to arrange alternative accommodation for you inclusive of free breakfast and free long distance calls, as well as a voucher for a complimentary night’s stay in the near future
It was regretful to learn of any miscommunication that may have happened during your conversation with *** Sincoff, Guest Service Manager, regarding this voucherWhilst recognizing that the incorrect information may have been shared during this time; having reviewed it, we are pleased to see that the voucher clearly indicates which hotel this is in relation toWe are also glad to see that it indicates how reservations can be made directly with *** or *** ***, General Manager directly; who I’m certain would have been happy to help you make reservations should you have chosen to contact them
Whilst remaining sympathetic to your concerns, having reviewed the information shared by you and the hotel I do believe that the hotels decision to decline to extend it to a different hotel was appropriateHowever, as we recognize how this experience has affected you personally, we would be happy to exceptionally extend 3,Starpoints to in addition to the voucher providedThis would be equivalent to half a night with this location
At this time, I do not see a Starwood Preferred Guest account associated with your name and email; we would like to invite you to take a moment to encourage you to visit www.spg.com and explore the vast opportunities which await and where you can also become a memberOnce this has been completed please do share your membership number with me and I will be happy to request these to be posted for you to utilize themIf we have not heard from you by the 22nd of May, 2014, we will recognize that you do not wish to receive this gesture from usOur hope is however you will accept this as an expression of abiding interest in regaining your faith back, without accepting any responsibility or liability of the experience you had
MsFilippi, thank you once again for taking the time to share your feedback with usI remain at your disposal and look forward to hearing from you
With warmest regards,
Chris
(Ms) Christine Nilsson
Consumer Affairs, Executive DivisioN

Appropriate adjustments have been made by the hotel, which we have confirmed*** *** is likely seeing the pending authorization charges on his accountThis will resolve itself in a few business days, if it has not yet done soWe do consider this matter closed, and there is no further action for us to take in processing refunds or adjustmentsAny further steps do need to be resolved through MrMarshall's financial institution directly
Zachary A***
Consumer Affairs, Executive Division
T ###-###-####
Starwood Preferred Guest Executive Office
T ###-###-####
FAX ###-###-####
Guest Experience Intelligence
Starwood Hotels & Resorts
One StarPoint
Stamford, CT, Reference: 2***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I would like to add the following to the Starwood's representative comment:
1)The reason of this complaint hasn't been fixed yet nor Starwood has taken further steps to put everybody on the same pageThe hotel keeps saying there is enough availability for the dates in question when you contact them directly and just a possible SPG's website glitch could be the reason of such "blackout" from Feb 24th to March 1st on the company's website(according to them in email)It has been a month and no further action has been taken to fix the reservation system issueThe customer service in the U.S claims after my complaint that availability is exclusive for the hotel in-house reservation group, however this information isn't passed onto customers when they call customer service in the U.S trying to find out why there is no availability for those days, nor they offer to serve as a bridge between the customer in the U.S and the property in the event you would like to bookAll they advise is "hotel is completely sold" which is not the caseLAME!!
2)If you read the sequence of the events I related in the original complaint, not just Karen but other employees as well as the property customer service fell shortI had to follow up multiple times and my emails were ignoredWhat you called "in a further gesture of goodwill by Karen" translated to hours of my personal time on the phone and email where I had to follow up over and over without the most appropriate resolution nor in a timely manner when one was offered
3)I have record of the entire email chain between the property, Karen and I, that I could provide you with in the event you would like to seriously take care of the problem.
4)Should you need up to days to post the points in the account, I would like to see where in the emails Karen advised soShe also failed to mention this part of the policyHer last email on April 12th stays "I have requested follow up on the 10,points and hope to have an answer by the time I get in office tomorrow at 03:ESTI will touch based with you as soon as I hear"I'm still waiting even when I followed up two days laternothing was saidI was wondering if this is also a sign of further goodwill?
5)Certainly disappointing, customer would have to come to Revdex.com in order to get a resolution in less than hours from the time the complaint was submittedWOW, way to go Revdex.comThanks one more time!
Sincerely,
*** ***

To whom it may concern, both the hotel and Consumer Affairs, Executive Division has contacted the guestPlease see below email sent to the guest;
lang="EN-US">From: *** *** *** Sent: September 16:00To: *** ***Cc: *** ***Subject: Your recent experience the*** *** by *** *** ***
Greetings Mr***,
Thank you for taking the time to share your experience with the *** *** by *** *** *** with the Revdex.comWe 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 apologiesI was concerned to learn of the cleanliness issues and that the internet service did not workThe comments you have shared does not reflect the comforting level of service we want all of our guests experience
Copied in this email is *** ***, the Assistant *** *** ***She has shared that she has emailed you personally to sincerely apologizeI understand that you also had the chance to speak *** ***, Director of Operations, during your check-outAs a gesture of goodwill, they would be happy to extend a two night’s complimentary stayI hope you will have the chance to avail of this so they can show you the high level of service they can offerIf 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***, as one of our distinctive members we are grateful for the time you have taken to bring this our attentionI do hope you will allow us the chance to provide a better experience during your next stay with usPlease do feel free to reach out to me or *** directly for any questions you may have
Sincerely,
*** *** ***
Consumer Affairs, Executive DivisioN