Starwood Hotels & Resorts Worldwide, Inc.

From:
"Tahoma","sans-serif"Times New Roman"> WP, Consumer Affairs Sent: July 15:26To: [redacted]
Subject: Your recent experience with the [redacted]
Dear Mr[redacted],
Thank you for taking the time to contact the Revdex.comYour recent stay and interactions with the [redacted] was brought to our attention by themPlease accept our sincere apologies for the disappointment this has caused you
I was concerned to learn of the lack of assistance with returning your electric shaverFrom the information you have shared, I agree with you that the hotel could have made an effort to try to deliver it at the airport with the shuttleIf this was not possible, the postage fee should have been clearly communicated to you prior to sending it to you
[redacted], the Front Office Manager, has shared with us that she has personally connected with you to apologizeThey will be arranging for a refund of the postage fee ($22.72) which should be credited within to business days
Mr[redacted], as one of our esteemed members, I want to thank you for taking the time to contact the Revdex.com to share your commentsI hope you will allow us the chance to welcome you back again, as I'm confident that your future stays with us will be pleasurable in every aspect
Sincerely,
[redacted]
Consumer Affairs, Executive DivisioN

From:
"Tahoma","sans-serif"Times New Roman"> SPG Executive Office, 00AUS Sent: June 19:21To: [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 accountPlease accept our sincere apologies for the inconvenience caused by this as well as our delayed response
I was concerned to learn that our agents may have provided you with the incorrect information regarding the [redacted]It is important that such information is provided clearly and correctly, especially to one of our esteemed Gold membersI understand that [redacted] from our Customer Service team have already followed up on this with you and offered 10,Starpoints as a gesture of apology
Should you wish to avail of the [redacted] in 2015, it would be my pleasure to extend this to you exceptionallyIn order to avail of this, please keep the following in mind;
· You may only register for one status challenge
· You may select the three consecutive months you prefer, including retroactively counting nights already stayed for the first two months of the three month window
· Eligible nights are only paid nights in an eligible paid stay with Starpoints eligible room revenue which posts to your accountAlthough this offer assists you with reaching an elite level, SPG Award nights do not count toward this offer, as this offer is a promotion
Should you wish to avail of this, please do let me know directly along with your preferred start day within If we have not heard from you by the 1st of October, 2015, we understand that you do not wish to avail of thisHowever, as this an exception exclusive offer, we hope you will have the opportunity to avail of this as we will not be able to offer a similar exception this in the future
Mr[redacted], if you have any questions, please do feel free to let me knowI remain at your disposal and look forward to hearing from you
Sincerely,
[redacted]
Consumer Affairs, Executive DivisioN

From:
"Tahoma","sans-serif"Times New Roman"> SPG Executive Office, 00AUS Sent: June 16:00To: [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 accountI welcome the chance to connect with you personally and to review the details you have shared
I was concerned to learn of your feedback pertaining to your forfeited Starpoints and the terms & conditions of the programWe do believe it is important the relevant information is communicated clearly and regret that this has not been your experience
As you mentioned, our membership accounts do become inactive if a member does not stay with us or does not have any Starpoints activity within a month periodSubsequently, the Starpoints in the account will then expireThis has been in place for many years but regret if you were not aware of thisWe have made this information available to all of our members through our website which is available through this link
The expiration process is done automatically through a system, however at times we may allow our members a grace periodThis is with the hopes that our members will return to stay with usI'm glad to see that such an exception was made for you this time
We would be delighted to return the remaining of your Starpoints (11,107) if you have either eligible paid stays or eligible paid nights with us before the 26th of October, 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], please do let me know if you have any questions and I'd be happy to helpIt's a delight to welcome you back to our hotels and hope you will enjoy your stays with us
Sincerely,
[redacted]
Consumer Affairs, Executive DivisioN

From:
"Tahoma","sans-serif"Times New Roman"> WP, Consumer Affairs Sent: November 18:19To: [redacted] Subject: Your recent experience with the [redacted] Hotel & Suites
Dear Ms[redacted],
I hope this email finds you well todayThrough the Revdex.com, your stay with [redacted] Hotel & Suites last year has been brought to our attentionPlease accept our sincere apologies for the disappointment caused by this
I was sorry to learn of the cleanliness issues you experienced with your room as well as your laundry roomWhen travelling for such an important occasion, I can understand your disappointmentMay I also take the opportunity to extend our sincere condolences for your lossAllow 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
It is my understanding that Pierre A[redacted], Front Desk Manager, has been in contact with you to apologize for the experience you hadWhilst researching this, he noticed that 3,Starpoints was posted to you in This would be equivalent to weekend night in this hotelIn addition to this, he will also be posting 4,Starpoints which would be equivalent to weekday night at this locationPlease allow to business day for these to be accessible for youThe hotel have also reassured us that they have addressed this with their engineering team as well as housekeeping team to ensure it does not happen again
Ms[redacted], as one of our preferred members, we appreciate the opportunity to connect with youWe hope you will enjoy using these Starpoints to plan your next escape with usIt would be our pleasure to welcome you back to one of our distinctive locations
Sincerely,
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

To whom it may concern,
"margin: 0cm 0cm 0pt;" class="MsoNormal">[redacted]r spoke with the guest. He explained that the hotel had made their decision based on their standard procedures during the Prom weekend. The hotel has declined to refund the guest. Andrew politely advised the guest of the franchise relationship with this hotel, and that their policy is in place to improve the experience of all guests. It was agreed that the guest and Consumer Affairs had different opinions on how this issue should be resolved. The guest has been asked to connect with the hotel's ownership if they wish to further discuss this concern

From:
"Tahoma","sans-serif"Times New Roman"> WP, Consumer Affairs Sent: June 19:07To: [redacted]
Subject: Your recent experience with Starwood
Dear Mr[redacted],
Thank you for taking the time to contact the Revdex.com regarding your experience with one of our hotels in [redacted]Please accept our sincere apologies for the disappointment your interactions with them have caused you personally
We noted in your comments that you had referred to this as relating to an upcoming stay in May, May we kindly ask if this is correct or if this is in reference to a future stay? If you could also kindly clarify which of our hotels in [redacted] this is referring to, it would be much appreciatedWe would welcome the chance to review this further
Mr[redacted], as one of our esteemed members, I appreciate the chance to connect with you personallyI remain at your disposal and look forward to hearing from you
Sincerely,
[redacted]
Consumer Affairs, Executive DivisioN

Dear Ms. [redacted],
Thank you for taking the time to contact the Revdex.com regarding your recent experience with The [redacted]. Please accept our sincere apologies for the inconvenience caused from this stay.
I understand that there was a hold...

on your credit card for 1,193.63 USD. I do apologize for the length of time it has taken to remove this from your card. Your last contact with The [redacted] was on April 22, 2015. I have spoken with [redacted] the Rooms Division Manager. He was working on this issue for you at the hotel. On April 23, 2015 [redacted] ensured that the hold was let go. It can take upwards to 20 days for a hold to return to your account. From there it does go to your bank to be completed.
Ms. [redacted], we appreciate your patronage to the [redacted] brand. We look forward to seeing you at one of our hotels in the future.
Best Regards,
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted]
Reference# [redacted]

Dear Mr. Franey,
Thank you for taking the time to follow up with me.
Regrettably, some concerns with the facility are beyond their control. When challenges with a service provider occur, the hotel management is limited in what they can do to immediately resolve the issue. It is disappointing that you feel their gesture of goodwill to provide a complimentary movie was insufficient; they do feel that this was the right thing to do based on your concerns.
The hotel management has also confirmed that they declined to provide medical products, as the hotel is not in a position to provide these to guests. However, both the Chief Engineer and Front Office Manager who attended you are adamant that offer to arrange for medical assistance to be provided was made and declined. Unfortunately, not having been present, I cannot account for the discrepancy in these two versions.
This does not change the fact that the hotel subscribes the highest standards of food quality control and preparation. They did investigate this matter from their end with no reason to believe the food caused your illness. From their perspective, they also offered medical assistance which was declined, though I recognize you have stated that was not the case. Not having received any information regarding your complaint until almost two weeks after your stay, it would be very challenging to conduct any investigation from our end which could speak to your specific circumstances.
I understand you feel strongly about this, and apologize if you feel I did not take the time to get your version of the events; I had assumed the information you shared included your perspective. It would be inappropriate to dismiss the evidence the hotel has provided of the steps they took to ensure that they are doing the right things for their guests. As mentioned previously, I would be more than willing to review any evidence you have obtained to confirm the circumstances and illness you have described being a result of the food you were served at the resort, and review with the hotel. Respectfully, until such documentation is provided to confirm the matter, I do fully believe that the offer to refund the meal in question is a fair and reasonable offer. I recognize that you remain dissatisfied at this time, so I am willing to keep this offer on file, should you change your mind and wish to accept in the future.
Thank you for your patience and understanding.
Best Regards,
Zachary Austin
Consumer Affairs, Executive Division
Starwood Preferred Guest Executive Office
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpoint
stamford, CONNECTICUT 06902

Revdex.com:
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,
[redacted]

Dear [redacted]
 
Thank you for your email.  My sincere apology for not using the correct salutation earlier.
 
Per my email on the 15th of July, we have been able to connect with the hotel to trace back the refund.  Regrettably they did not receive my original message instructing them to process it.  They did get my follow up after you alerted me to the issue and the refund was processed this past Monday, July 18, 2016.  If you have not already seen that refund, you should see it by August 1st at the latest.
 
In regard to any call backs from Starwood Hotels & Resorts Worldwide Inc.  We do apologize we did not meet your expectations.  Once of our office, has the highest point of escalation is engaged, all other customer service teams would normally not communicate further.  We do apologize that you were still expecting a call as we were not aware of that expectation.  If you would still like to speak about your experience further, we would be happy to setup some time to speak.  I am generally in the office 9:00 AM EDT to 5:00 PM EDT Monday to Thursday.  Please let me know if you would still like to speak via telephone and what the best day and time would be for you next week.
 
[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,
 
Richard B[redacted]
Executive Consumer Affairs
Guest experience intelligence
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpointStamford, connecticut 06902
Reference# 2[redacted]90

The guest was contacted by the hotel apologized to and offered gestures that resolved the matter. I have left the guest messages and we are yet to connect. Acknowledgement from the hotel confirms he was satisfied with the gestures offered. [redacted]

Revdex.com:
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,
[redacted]

Mr. Brown was sent the following email today:
 
Dear [redacted]
Thank you for connecting with the Revdex.com regarding your concerns about eligible charges within Starwood Preferred Guest. We appreciate the opportunity to also review your feedback.
I do...

apologize that you feel you have been misled in any way. You have been a Starwood Preferred Guest member for many years, and it’s disappointing that the information relating to eligible charges has remained unknown to you for such a significant period of time.We do clearly list Priceline as one of the third party vendors for which stays are ineligible in our Starwood Preferred Guest Terms and Conditions:
An "Eligible Rate" is the rate an SPG Member pays for a stay in a guest room at an SPG Participating Hotel unless:
(1) the guest room was booked through a tour operator, online travel channel or other third party channel including, without limitation, expedia.com, hotwire.com, priceline.com, orbitz.com, booking.com, travelocity.com, ctrip.com, and elong.com.
These terms do need to be reviewed and agreed to as part of participation in the program. Food and beverage charges over the amount of ten dollars should remain eligible regardless of the rate on which you have stayed. I do see that our teams have already confirmed that with you, and provided the necessary information to forward any receipts you have for credit.
Respectfully, we will need to decline to provide Starpoints or stay credit on ineligible rates. Providing Starpoints and stay credit to you where we would decline to do so to others would be inconsistent and unfair to those who abide by the eligibility requirements. However, we look forward to you sending the necessary information to our Research Department to follow up on your food and beverage charges. If you prefer to forward those to me, I can ensure your SPG account is credited accordingly also.
We do thank you for sharing your experience with us. This kind of feedback allows us to ensure we are doing the right things for our guests. If there is anything further we can do to assist in your travels, please do feel free to connect.
Best Regards,
[redacted]
Consumer Affairs, Executive Division
T 203-964-6495
Starwood Preferred Guest Executive Office
t 203-964-6494
FAX 203-964-5111
Guest Experience Intelligence
Starwood Hotels & Resorts
One StarPoint
Stamford, CT, 06902
Reference: 201606172444

To whom it may concern, please see our response to the guest:
 
From: WP, Consumer Affairs Sent: 24 June 2016 18:05To: [redacted]Subject: RE: Your reservation with the Westin Savannah Harbor Golf Resort & Spa
 
Dear Mr. [redacted]
 
Thank you for your response.
 
It’s regretful to see that the dates are not included on the screenshot. I’ve also reviewed the information you have previously shared with us, which appears to be identical to this screenshot. Whilst I understand that our associates confirmed that an error appeared on our website, based on the information provided this was a mistake by them. We do keep track of errors which occur on our website so we can take appropriate responsibility for this. To our knowledge, there were none reported of this nature at the time you were attempting to confirm your reservation.
 
[redacted] in light of the previous communication from my colleague I would be happy to offer you 5,000 Starpoints as a gesture of goodwill. We hope you will enjoy this as a gesture of goodwill to create new positive experiences with us and our distinctive destinations.
 
Sincerely,
 
Chris
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

The following has been emailed directly to the guest:
 
Dear [redacted]
 
Thank you for sharing your feedback regarding...

your reservations with the Revdex.com. We appreciate the opportunity to review the feedback you’ve shared.
Regrettably, reservations booked through [redacted] are non-cancellable and non-changeable. This information is included in the Terms and Conditions when booking through [redacted]. It’s even more disappointing to learn [redacted] has tried place the burden of responsibility on the hotel, as they are the party responsible for both the sale of this reservation to you, and the Terms and Conditions which govern it.
Can you please confirm which [redacted] hotel you booked at? While I cannot promise the outcome you seek, I would like to connect with the hotel management to see if anything can be done to assist from our end. I would also suggest booking directly through our hotels in the future to ensure the best possible service and prices for yourself as guests.
Thank you for your patience and understanding.
Best Regards,
 
Zachary Austin
Consumer Affairs, Executive Division
T ###-###-####
Starwood Preferred Guest Executive Office
t ###-###-####
FAX ###-###-####
Guest Experience Intelligence
Starwood Hotels & Resorts
One StarPoint
Stamford, CT, 06902

This review is for your Four Points by Sheraton located at: [redacted]
When I visit San Diego I usually look for a nice affordable place. Luckily I had found your hotel and that has been my go to spot for a couple of years. This last time I visited your hotel, In December 2015, I forgot a personal belonging of mine at your hotel. I didn’t realize it until I arrived back home.
I called your hotel to speak to your lost and found department. I left a voicemail, hoping I would receive some kind of response. My husband and I called numerous times. We kept being transferred to Sadie, the head of housekeeping, and she never seemed to return my calls. After about a month, trying to get a hold of someone, I got tired of waiting and decided to speak to your General Manager at that location. I called and Ali, a customer service representative, answered my call and said that he would be able to help me. He did apologize that no one had returned any of my calls and said he would investigate the problem. I gave him my information and he said he would call me back. I never received a call.
I called again the next day and spoke to Ali, and told him that he never called me back. He said that the lobby was really busy and he didn’t get a chance to call me back. He placed me on hold for about 10 minutes, another representative said that Ali, was busy, but that she would be able to take down the information they needed. I gave them my email, phone number, and full name, and was told that Sadie would be emailing me information on how to get my item shipped to me.
Two weeks passed and I never received an email. I called again asking for Ali, and he said that he had given the information to Sadie. I was put on hold while he went to see what was going on. I got tired of holding so I hung up. Sadie finally called me back and said that they did have my belonging, which I already knew, and that I could have it shipped or pick it up, which I already knew as well. Ali had explained all this to me since our first conversation. I told Sadie that it is ridiculous that I have had to wait almost 2 months for her to call me to tell me things I already knew. I told her I was over this and I was going to have to drive an hour and a half to San Diego to go pick up my belonging because she couldn’t take 2 minutes of her time to pick up the phone and return my calls. She didn’t seem to care. I received no apology, all she said was that she would leave it with Ali in the front. The fact that she didn’t apologize or care at all bothered me the most.
It’s a shame that such a nice hotel could lose business due to your customer service personnel. Having to wait almost two months for one phone call is ridiculous. Unfortunately, I was never given the information to the General Manager to speak to him directly. Customer service is the face of every company, it reflects your entire business. Truthfully, it felt like the customer service at this location doesn’t seem to care about their guests.

The 1,000 Starpoints were confirmed in [redacted]'s SPG account today.
Our offices have responded to [redacted] to confirm. We have fully evaluated his concerns, and believe the gestures offered to him to be appropriate. We will be declining any further gestures, and understand that decision may not meet with his personal expectations for resolution. We do consider this matter closed in full at this time.
Best Regards,
 
Zachary A[redacted]
Consumer Affairs, Executive Division
T 203-964-6495
Starwood Preferred Guest Executive Office
t 203-964-6494
FAX 203-964-5111
Guest Experience Intelligence
Starwood Hotels & Resorts
[redacted]

Dear Revdex.com:
This email comes in follow up to the correspondence filed with you by Mr. XXXXXX regarding his vacation experience at [redacted]. Please be advised that we were recently in communication with Mr. XXXX and addressed his concerns.
Upon further review with Sales Management, we have confirmed that Mr. XXXXX 6,500  Tour Incentive Starpoints have been successfully processed and deposited into his SPG# [redacted]. We certainly apologize  for the delay in processing. As we want all of Mr. XXXXXX experiences to foster only favorable impressions, arrangements were made to deposit an additional 4,00 Starpoints into his SPG account for his future use. We did this in appreciation of Mr. XXXXX valuable feedback and as a sincere gesture of goodwill. Mr. XXXX may anticipate receipt of the 4,00 Starpoints within 3-5 business days.  
In regards to the photo book referenced in Mr. XXXXX communication, we have asked Mr. XXXX to specify if he ordered photos online via [redacted] or via the onsite photo shop. Upon receipt of Mr. XXXX response with an order number, we can proceed with tracking Mr. XXXXXX order accordingly.
Thank you for allowing us an opportunity to respond to XXXXX correspondence. If you have any further questions regarding this matter, you may reach me at [redacted] or via email at [redacted].
Respectfully,
[redacted]
cONSUMER Affairs SPECIALIST
[redacted] [redacted] [redacted]          
[redacted]

From: WP, Consumer Affairs Sent: 14 August 2014...

18:47To: [redacted]
Subject: Your recent experience with the Four Points by Sheraton [redacted]
Dear [redacted],
Thank you for taking the time to share your feedback through the Revdex.com. We appreciate the opportunity to review your comments regarding your experience with the Four Points by Sheraton [redacted]
 
I was concerned to learn of the document you referred to in your communication as shown by the [redacted]. Our location has not shared any document or information relating to your experience with this hotel. Nonetheless, I can understand the frustration you may have felt and hope the [redacted] can answer any questions you may have relating to this.
We also connected with the hotel to examine your experience with them further. We were concerned to learn of the request made by the hotel to ask that you leave the hotel. Decisions such as these do not reflect a personal and positive connection between our guests and our hotel. To our understanding, this was made with the support of the law enforcement. The management felt that this was made in the best interest of the safety and security of their staff and other guests. All of our hotels require valid payment methods together with identification for guarantee to be presented upon arrival. This information is also displayed on [redacted] where it is my understanding that your reservation was confirmed.
 
[redacted], we appreciate the details you have shared with us and hope the [redacted] may answer any questions you may have referring to the document.  We recognize that your relationship with this hotel may have been affected, but hope you will choose to continue a positive relationship with our many other locations.
Sincerely,
[redacted]
Consumer Affairs, Executive DivisioN

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,       
[redacted]  
CONSUMER AFFAIRS SPECIALIST  
t [redacted] [redacted]  F [redacted] [redacted]              
Starwood [redacted] [redacted]