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,
*** ***

Complaint: ***
I am rejecting this response because: Please email confirmation that the refund has been issued
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
Thank you for the clarificationEven though I think it would be better for you to look into this more carefully to see what the problem is, I understand some bugs are not easily replicatable5000points is fineThanks.
Sincerely,
*** ***

Dear *** ***
Thank you for taking the time to connect with Revdex.com Through our internal channels, your concerns have been brought to our attentionPlease accept our apology for your experience with *** *** *** Convention Center
Hotel.
It was disappointing to learn that some of your bag went missing during your stayThis isn’t part of the warm welcoming experience we wish for guests to have with us We can understand the impact this would have on your stayWe have connected with Jeff A*** General Manager of the hotel, to ensure he is aware of your concerns
The hotel does offer in-room safes and the option to safely secure larger belongings with the front deskRespectfully, hotels are not legally responsible for unsecured items which are lost or stolen under the Innkeeper’s Liability Statute
At this stage, neither our office or the hotel would be unable to interfere in any ongoing investigations, and I would encourage you to re-connect with Jeff, the local police, if you have not already done so, to discuss this matter further should you wish. We would also suggest to connect with your travel, homeowners or credit card insurance provider as they are traditionally were we would see this go as a next step
Thank you for your understanding
Best Regards,
Richard B***
Executive Consumer Affairs
Guest experience intelligence
t ###-###-#### F ###-###-####
starwood hotels & resorts
One starpointStamford, connecticut Reference# 2***

From: WP, Consumer Affairs Sent: September 17:20To: *** *** Subject: Your Starwood Preferred Guest
account Dear *** *** Thank you for taking the time to connect with the Revdex.com regarding your Starwood Preferred Guest accountI appreciate the opportunity to review the comments you’ve shared First of all, it was a pleasure to learn of your tenured loyalty with usWe hope you have been enjoying your travels with us as it has been a pleasure to have you as one of our guests It was however concerning to read your comments regarding our dedicated Starwood Preferred Guest teamI’m sorry to learn that they were unable to answer the question you had asked regarding the Elite Gold Status ChallengeOur staff are trained to assist with such inquiriesI do apologize that their service was not reflective of the high level of service we usually provide I have had the chance to look at your account; through my research we have discovered that you have been registered for the Elite Platinum Status ChallengeThis challenge would require nights within a month period, rather than nightsIf you believe you may be able to obtain nights, I can leave the challenge as it isIf you’d prefer to register for the Elite Gold Status Challenge, please let me know and I’d be happy to arrange thisOnce you have met the Elite Gold Status Challenge, the Elite Platinum Status Challenge request will then be considered null and void *** *** if you have any further questions please feel free to reconnect with meI remain at your disposal and look forward to hearing from youSincerely, (Mrs) Christine N*** Consumer Affairs, Executive DivisioN

Thank you for this information
I did speak with this guest and it was determined the reservation was booked outside of Starwood and thus have instructed the guest to contact the source of the bookingHe was pleased with the clarification
The guest has our contact details if further follow
up is needed

To whom it may concern, please see below email communication we have exchanged with the guest:
From: WP, Consumer Affairs
Sent: August 18:21To: *** ***Subject: RE: Your recent experience with the Westin *** *** *** *** **
Hi *** ***
I hope you had an enjoyable weekend
Bhumika from the Westin *** *** *** *** shared with us that she has made contact with you directlyWe hope you have had the chance to review her communication and provide her with the requested informationShe very much looks forward to hearing from you and regaining your faith in our services
Sincerely,
Chris
(Mrs) Christine N***
Consumer Affairs, Executive DivisioN
From: WP, Consumer Affairs Sent: July 15:47To: '*** ***Subject: Your recent experience with the Westin *** *** *** *** CN
Hi *** ***
Thank you for your response and for reconfirming this
I have shared your feedback with the management of the hotel who will review and respond to you directlyThis will most likely be by early next week, but I will also continue to monitor this in the backgroundIf you have any questions in the meantime, please do not hesitate to contact me directly
*** *** I hope you have a wonderful weekend
Sincerely,
Chris
(Mrs) Christine Nilsson
Consumer Affairs, Executive DivisioN
From: *** *** *** Sent: July 19:45To: WP, Consumer AffairsSubject: Re: Your feedback regarding to one of Westin branded locations
Yes I stayed at the Westin *** ***
On Thu, Jul 28, at 12:PM, WP, Consumer Affairs ***> wrote:
Hi *** ***
Thank you for your response
I would not be able to confirm the contact details, as we do not know for certain that these are yoursHowever, if you can confirm that you stayed with this hotel I’m happy to follow up on this for you
I’m sorry to read your detailed feedback regarding your stay and want to extend our sincere apologies for the inconvenience causedWe look forward to working together with you to resolve this
Sincerely,
Chris
(Mrs) Christine N***
Consumer Affairs, Executive DivisioN
From: *** *** [*** Sent: July 18: To: WP, Consumer AffairsSubject: Re: Your feedback regarding to one of Westin branded locations
Please let me know what contact information was on the hotel reservation and what I provided so we can clarify
My main complaints:
I couldnt sleep at all due to the poor quality mattress, and I bought a lime juice that got stuck in the fridge and that I needed because I have diabetes
*** ***
On Wed, Jul 27, at 10:AM, WP, Consumer Affairs *** ***
Hi *** ***
Thank you for your response; I hope you are having a pleasant Wednesday
My understanding is that this would be in reference to one of our Westin’s in *** *** and believe I may have found your reservation at the Westin *** *** *** ***Unfortunately the contact information on this reservation does not match with what you have provided on the Revdex.com websiteIf you could reconfirm if this is the hotel you are referring to, it would be greatly appreciated
With reference to your concerns, you stated through the Revdex.com website that you were unable to sleepWould you be able to share some additional information regarding this and your experience at the hotel?
Sincerely,
Chris
(Mrs) Christine N***
Consumer Affairs, Executive DivisioN
From: *** *** [mailto:*** Sent: July 19:40To: WP, Consumer AffairsSubject: Re: Your feedback regarding to one of Westin branded locations
The hotel was the Westin on *** *** *** *** *** *** *** *** ** *** Please tell me what other info I can provide
*** ***
On Tue, Jul 26, at 2:PM, WP, Consumer Affairs

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 ***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 ***’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,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,*** ***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 ***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 ***’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,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,*** ***CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-#### F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT
***
*** ***,
Thank you for taking care of my Revdex.com complaint(Reference #2***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 ***nAmelia confirmed with me that the hotel has amended my reservations to a room with bedsBut when I called the hotel later, they shared they received her request but never confirmed they could do beds for meThe 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 weeksCan you please help me continue this communication and make sure my reservations are updated to beds?
1st reservation # (April 9th to April 14th)
2nd reservation # (April 14th to April 22nd)
My SPG number
Thanks,
Cha (Summer) Li
Cell ###-###-####*** ***,
Thank you for taking care of my Revdex.com complaint(Reference #2***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 ***nAmelia confirmed with me that the hotel has amended my reservations to a room with bedsBut when I called the hotel later, they shared they received her request but never confirmed they could do beds for meThe 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 weeksCan you please help me continue this communication and make sure my reservations are updated to beds?
1st reservation # (April 9th to April 14th)
2nd reservation # (April 14th to April 22nd)
My SPG number
Thanks,
Cha (Summer) Li
Cell ###-###-####
***
Dear MsLi,
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 ***n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The *** *** and have requested the change to two beds in your room, for the entire length of you stay
MsLi, 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
REFERENCE #2***97Dear MsLi,
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 ***n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The *** *** and have requested the change to two beds in your room, for the entire length of you stay
MsLi, 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
REFERENCE #2***
***
MrBegley,
Thank you so much for your help!
Regards,
Cha LiMrBegley,
Thank you so much for your help!
Regards,
Cha Li
***
Dear MsLi,
Thank you for your patience, during our review
Firstly, in regard to your reservations at The Royal ***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 ***, we have found your call was, unfortunately, not captured by our recording systemYour comments have been shared with ***’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,StarpointsWith your agreement, we will have these available for your access within seven to ten business daysPlease let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account
MsLi, we appreciate you taking the time to share your experience with usYour comments and patronage are invaluable in helping us identify opportunities for improvementInput like yours is helping us shape the ideal customer service experience for the future
Best Regards,
*** ***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-#### F ###-###-####
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T ###-###-####
FAX ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT 06902Dear MsLi,
Thank you for your patience, during our review
Firstly, in regard to your reservations at The Royal ***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 ***, we have found your call was, unfortunately, not captured by our recording systemYour comments have been shared with ***’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,StarpointsWith your agreement, we will have these available for your access within seven to ten business daysPlease let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account
MsLi, we appreciate you taking the time to share your experience with usYour comments and patronage are invaluable in helping us identify opportunities for improvementInput like yours is helping us shape the ideal customer service experience for the future
Best Regards,
*** ***
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-#### F ###-###-####
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T ###-###-####
FAX ###-###-####
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CONNECTICUT
***
MrBegley,
I am impressed by how seriously SPG took its customers feedback, and really appreciate your helpI will book all my business travels this year with SPG hotelsI accept the goodwill points
Thanks,
Cha LiMrBegley,
I am impressed by how seriously SPG took its customers feedback, and really appreciate your helpI will book all my business travels this year with SPG hotelsI accept the goodwill points
Thanks,
Cha Li
***

To whom it may concern,
The hotel is in direct contact with the guest and are following up with PricelineWe have also exchanged the following emails with the guest:
From: WP, Consumer Affairs Sent: October 13:56To: *** ***Subject: RE: Your recent experience with the *** *** ** *** *** *** *** ***- CN
Good morning *** ***
Thank you for your follow up email; I hope you have had a pleasant start to your week
I’m sorry to hear of the feedback from ***Our team have been in contact with the hotel and have asked them to follow up on thisI believe they have also contacted you directly and will continue to update you on the progress of this
Sincerely,
Chris
(Mrs) Christine N***
senior specialist
Consumer Affairs, Executive DivisioN
From: *** *** *** Sent: October 19:36To: WP, Consumer AffairsSubject: Re: Your recent experience with the *** *** ** *** *** *** *** *** CN
Hi Christine,
Thanks very much for taking the time to review my caseWe did contact ***, however, they didn't receive the request of refund in full for us from the hotel sideWe do appreciate if you could help confirm with them at ###-###-####
Thanks,
***

thank you, and yes I did receive the points
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,
*** ***

From: *** *** *** *** Sent: Tuesday, September 16,
10:AMTo: XXXXXXXXXSubject: Your connection with the Revdex.com
Greetings XXXXXXX:
Thank you for connecting with Revdex.com. Please accept our apologies for your recent experience with our Starwood *** *** program
I have taken this opportunity to review your account. The reason why stays were removed is they were booked as back to back stays at the same hotel. Please refer to the Starwood *** *** terms of use for eligible rates. The entire terms and conditions can been viewed here, though I’ve pasted the relevant information for your convenience
An "Eligible Stay" is a stay of one or more consecutive nights at the same *** Participating Hotel by an *** Member who: (A) provides his/her *** Member number at the time of reservation or at check-in; and (B) pays an Eligible Rate or, for stays on or after October 1, 2011, redeems an *** Award or an *** Promotion Reward for the stay; and (C) stays in one of the reserved guest roomsIf an *** Member checks-out and then checks-back in to the same *** Participating Hotel on the same day, it will count as a single stay for purposes of calculating Eligible StaysAn *** Member may earn credit for up to three guest rooms during any Eligible Stay if he/she stays in one of the reserved guest rooms and pays an Eligible Rate or, for stays on or after October 1, 2011, redeems an *** Award or an *** Promotion Reward for all of the guest rooms
From my review of your account, we have found additional back to back stays booked at XXXXXX. We have adjusted your account accordingly and you now show the correct number of nights and stays. Please note that we will also be removing XXXXX *** which were incorrectly granted *** ***. We apologize, though we must maintain the integrity of the *** *** *** program, which means if we notice a discrepancy we need to make sure it is corrected.
We thank you for this opportunity to respond, and address your comments. We look forward to offering you distinctive and incredible experiences very soon
With Kind Regards,
*** ***
Consumer Affairs, Executive Division &
Starwood *** *** *** ***
t ###-###-#### F ###-###-####
starwood hotels & resorts
*** ***
*** *** ***
FILE: ***

Dear *** *** Thank you for taking the time to connect with Starwood Hotels & Resorts WorldwideThrough the Revdex.com , your concerns have been brought to our attentionPlease accept our apology for your recent experience with Sheraton Porto Alegre HotelThe
disappointment you have shared is understandable. We were sorry to read your conference was canceled, changing your travel plans. In reviewing your reservations, booked online by yourself, we do see they were chosen to be fully prepaid and non-changeable. In order to make the booking you would have been presented with these terms multiple times and agreed to them in order to complete your booking. In addition, the confirmation email sent to you on June 3, states the following: Guarantee Rules and Cancellation Policy * Your prepaid deposit cannot be refunded, even if your new room rate total is lowerUSD deposit is due on Fri, Jun 3, and will be charged to the credit card providedThe time for cancelling without penalty has passedIf you cancel the forfeiture amount will be Room taxes are included with deposits and any penalties We do offer a wide range of rates, many including generous cancelation policies in order to accommodate all the needs of our guestsOn your behalf, we have connected with the team at *** *** *** *** including General Manager, *** *** to ask they review your request for a refund as a one time goodwill gesture. We do understand their reservations leadership is currently reviewing this for you. As each hotel is responsible for their own accounting and billing they are in the best positon to address your concerns*** *** 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 futureBest Regards, Richard B*** Senior Specialist, Executive Consumer Affairs Phone ###-###-#### / Fax ###-###-#### One StarPoint Stamford, CT United States Reference# 2***

Revdex.com:
I just got email from Priceline about the refundI 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 was sent to *** *** today:
Dear *** ***,
Thank you for submitting your concerns regarding the
availability and pricing of government
rates for our hotelsWe appreciate the
opportunity to review the feedback you have shared
Please be assured that our government rates are in full compliance
with all Government Services Administration requirementsI would encourage you
to review the FAQ on the GSA website, found here
Specific points which help in understanding the matter
further include:
Can hotels refuse to honor the per diem
rate to federal government employees and federal government contractors?Hotels are not required to honor the federal per diem ratesIt is each
property’s business decision whether or not to offer the rateHotels also may
or may not choose to extend the rate to other individuals, such as government
contractors
Is the hotel’s GOV rate the same as the federal per diem
rate?Hotels sometimes offer a "GOV" rate, which might be different than
the federal per diem rateIf it is higher, you need to receive approval for
actual expense prior to travel in order to receive full reimbursementIt is
the traveler’s responsibility to know the federal per diem reimbursement rates,
and should not assume a GOV rate is the same as the federal per diem rateSee
the FTR
Chapter 301, Subpart D-Actual Expense and follow your agency's guidelines
Our hotel management teams retain the right to price their
rates in what they believe to be the best interest of hotel operationsPricing
structures are created with the intent to reflect the competitive markets in
which our hotels operateI do apologize if you feel this is disrespectful to
any individual or groupWe value all guests and believe in fair treatment of
all peopleWe adhere to a group of core values, which is the crucial foundation
upon which we define ourselves as a company and ensure our position as the
industry leader in service excellence
We will decline to alter or modify any government rate structures
within our hotels, but encourage you to reach out directly to any specific
hotels to discuss questions or concerns which you may have
Thank you
Best Regards,
Zachary A***
Consumer Affairs, Executive DivisioN
* ***
*** *** *** *** ***
* ***
*** ***
*** *** ***
*** *** * ***
*** ***
*** *** ***
*** ***

Complaint: ***
I am rejecting this response because: The issue is still not resolved. The company has reached out to me, but at this time, there is no resolution
Sincerely,
*** ***

Dear MrFraney,">Thank you for taking the time to connect with the Revdex.com to express your concerns about the service you received from ** *** *** *** We appreciate such feedback, and the opportunity to review and address
I have reviewed the Customer Service File which was opened, and apologize if the process was not clearly explained to you at the timeWe do have agreements with our hotels regarding the process through which these files are openedA hotel has five days in which to complete an investigation and respond to the guest, though a full five days is not usually requiredThat being said, the concerns you expressed did require such review, and we do apologize for the length of time taken to respondI can see that the hotel addressed each point you mentioned in their response, which is sufficient to close a fileRespectfully, there is no requirement to provide refunds, adjustments or any gestures of goodwill in response, though some situations may certainly require it; provided the response thoroughly addresses the points shared, we will move forward with closing a file, and can continue to share any relevant details with the hotel management or review from our end as necessary at that time
The comments about the television service were also reviewed, and while the circumstances were beyond the hotel’s control, I can see that they extended a complimentary movie to you as a gesture of goodwill during your time at the resortIt was also disappointing to learn of the challenges with respect to the food you received, and any illness which affected you during your stay at the hotelThe health and wellbeing of our guests is of primary importance in all that we do, and something which we take quite seriouslyPlease be assured that we did connect with the hotel management to discuss, and review the steps which were taken by their team to address
The hotel does follow stringent food safety and preparation protocols, including recording of storage and food temperatures, proper hygiene and sanitation procedures, as well as constant monitoring of all the above factors to limit the possibility of guests coming into contact with any form of contamination or pathogen with respect to foodThe hotel has also confirmed that other guests were served the same food items, with no other reports of illness being reported, which is unusual if the food was the source of any illness which impacted youThey have also advised that they offered to ensure you received medical attention and the proper care which such circumstances would require, though this was declinedAs a further step and gesture of goodwill, the hotel offered a room service meal and sparkling waterWith all respect based on the hotel’s investigation, there is no evidence to suspect that the food prepared by the hotel was the source of any illness which impacted youHowever, I would be more than willing to review this further with the hotel management should you wish to share any medical documents which can confirm otherwise; respectfully, without such information, this is not something which can be pursued further
It is disappointing that you feel this was not handled appropriately; I do believe the hotel has taken the proper steps to review and address, but I would not wish to pass up an opportunity to ensure every reasonable step was taken to resolve this in a fair mannerWhile the hotel management did not find any reason to believe this was a result of any negligence or shortcoming on their part, they are agreeable to refunding the meal in question, a total of 18,pf, purely as a gesture of goodwill to you for the experience and disappointment you have expressedShould you choose to accept this gesture, please do let me know so that I can make the necessary arrangements with the hotel
We thank you for your patience and understanding, and for the opportunity to ensure we are doing the right thing as a company for our guestsI look forward to hearing from you regarding the above, and should you have any further questions or concerns, please feel free to connect
Best Regards,
Zachary Austin
Consumer Affairs, Executive Division
Starwood Preferred Guest Executive Office
t ###-###-#### F ###-###-####
starwood hotels & resorts
One starpoint
stamford, CONNECTICUT
FILE: 2***

From:
"Tahoma","sans-serif"Times New Roman"> WP, Consumer Affairs Sent: November 16:59To: *** *** Subject: Your recent experience with the *** *** ***
Dear Ms***,
I hope this email finds you well todayThrough the Revdex.com, your recent experience with the *** *** *** has been brought to our attentionPlease accept our sincere apologies for the disappointment caused by this
I was very concerned to learn of the issues you experience with various facilities in the roomThere is an established procedure in place to ensure that our housekeeping staff detects such items prior to making the room availableI’m sorry to learn that this was not your experience and to see how our colleagues interacted with youPlease allow me to assure you that this is not a reflection of the high level of service we can offerI hope you will accept this as an exception, not the rule
The hotel has shared with us that they have been in contact with you and come to an amicable resolution with youMay we kindly ask if this is correct? If not, please do let me know and it would be my pleasure to assist you further
Ms***, as one of our esteemed Gold members, I appreciate the time you’ve taken to bring this to our attentionWe look forward to welcoming you to another of our hotels in the very near future
Sincerely,
(Ms) Christine N***
Consumer Affairs, Executive DivisioN

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,
Michael Dunn

From: WP, Consumer Affairs Sent: Friday, July 11, 5:PM
/>
To: XXXXXXXSubject: Your connection with the Revdex.com
Greetings XXXXXXX:
Thank you for connecting with the Revdex.com.
I apologize, though I am unable to determine which Four Points hotel you stayed with; please respond to this email with the full name of the hotel, city, state of your stay. We would be pleased to assist you at that time
Until then, safe travels
With Kind Regards,
*** ***
Consumer Affairs, Executive Division
t ###-###-#### F ###-###-####
starwood hotels & resorts
*** ***
*** *** ***

From: WP, Consumer Affairs Sent: March
17:16To: Crystal Dawn Rowe
Subject: Your concerns brought forward to the Revdex.com
Dear MsRowe,
Thank you for taking the time to personally connect with the Revdex.com in relation to your experience with one of our Westin hotelsAs a member of the Consumer Affairs, Executive Division; I appreciate that this has been brought to our attention and the opportunity to review your comments further
It was regretful to learn of the concerns you shared in regards to the charges the hotel made to your credit card as well as the lack of follow up from the hotel when attempting to connect with themIt’s understandable the frustration this may have caused and the impact that it may have had on your view of our services
We would be happy follow up on this with the hotel however by reviewing the comments you kindly shared; we were unfortunately unable to determine which Westin hotel this may be in reference toIt would be truly appreciated if you could share this with us, so we may follow up with the hotel to examine this further
MsRowe, I remain at your disposal and we look forward to hearing further from you
Renewing regards,
Chris
(Ms) Christine Nilsson
Consumer Affairs, Executive DivisioN