Starwood Hotels & Resorts Worldwide, Inc.

Upon reviewing the file. The hotel is happy to work towards an amicable resolution. The hotel team is reporting a message has been left for you to return.

From: WP, Consumer Affairs Sent: 20 February...

2014 17:00To: Maria Ewin
Subject: Your concerns brought forward to the Revdex.com
Dear Ms. Ewin,
Thank you for taking the time to connect with the Revdex.com in relation to your experience with one of our distinctive locations. It was regretful to learn that the room you had reserved was not available upon arrival and that the room which was then allocated to you may not have been appropriately cleaned. Your frustration and disappointment is understandable.
By reviewing the comments you shared, we were unfortunately unable to determine which of our hotels your feedback was referring to and during which dates you stayed. As 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 so we may follow up with the hotel.
Ms. Ewin, we remain at your disposal and look forward to hearing further from you.
Renewing regards,
Chris
(Ms) Christine Nilsson
Consumer Affairs, Executive DivisioN

I did connect with Ms. [redacted] to discuss. She states that this matter was already resolved on property by [redacted], who assisted with the adjustments and apologized for the impression staff left.
I thanked her for the opportunity to follow up.

Dear Mr. [redacted],

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Thank you for reaching out to  and the Consumer Affairs, Executive Division office.
 
I am in receipt of the comments you left with the Revdex.com in relation to your stay at the [redacted]. I do apologize that your stay was not tax exempted upon check out. We thank you for the business you and [redacted] have brought to us. I did speak with the Revenue Department at the hotel to clarify the matter and make sure it is resolved. As you checked in with your personal credit card, it was against [redacted] state law for them to exempt your stay from taxes. The Revenue Department at the hotel has been in contact with [redacted] who have sent their credit information to the hotel. They will now be able to remove the taxes from your stay.
 
Mr. [redacted], we appreciate your continued loyalty to the Starwood Preferred Guest community. We also look forward to welcoming you at one of our fine hotels again in the future.
 
Best Regards,
 
 
 
 
[redacted]
Executive Consumer Affairs
Guest experience intelligence
[redacted]
 
[redacted]

From: WP, Consumer Affairs Sent: Thursday, June 19, 2014 9:19 AM
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To: '[redacted]Subject: Your connection with the Revdex.com
Greetings Ms. XXXXX:
Thank you for connecting with the Revdex.com.  On behalf of Starwood Hotels & Resorts Worldwide, Inc., please accept our apologies for your recent experience with [redacted]
We have reviewed the customer service file you created on the 9th of May, 2014.  We have also reviewed your Starwood Preferred Guest account.  I am confirming you were given 12,000 Starpoints, which were used for one complimentary night in this resort.  Further, on the 14th of May, the 5,000 additional Starpoints were credited to your account.  Please let us know if you have questions or additional comments.
Thank you for being a Starwood Preferred Guest since XXXXXX!
We hope your experience in The [redacted] was relaxing and renewing.  We look forward to welcoming you again very soon.
With Kind Regards,
[redacted]
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
starwood hotels & resorts
One starpoint
stamford, CONNECTICUT 06902
FILE: 2[redacted]98

Complaint: [redacted]
I am rejecting this response because I have discussed with the business' rep and no progress was made and it refuse to take responsibilities. Below is the most recent response to the business' request for more documentation.  
You are correct that I was choosing three nights and four nights and the system was showing the same number of points as indicated in the screen capture. I told the agent what I saw on the phone while booking the three nights. Unfortunately, the page was long and it was not possible to capture the date selection together with the 8751 point portion. In the end, this was acknowledged as a system error before and I don't see why you want to renegade on that admission. As for now, no matter how you choose the dates, you won't be able to replicate my screen capture because apparently this system error has been fixed after I raise the issue. Please address this issue promptly. Thanks.
Sincerely,
[redacted]

Dear [redacted],

Thank you for taking the time to connect with the Revdex.com. On behalf of the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with canceling your stay at Sheraton [redacted] Hotel.
We were concerned by the number of contacts you state it took to cancel your reservation.  In reviewing your customer service file, we understand there was an error not processing your initial request.  The subsequent follow up, normally would not take more than 72 hours.  The experience certainly is not the connected one we want you to have with Sheraton.
In recognition of your loyalty and patronage since 2012 and recent achievement of Platinum Preferred Status, we would like to extend to you 7,000 Starpoints as a, one time, goodwill gesture.  This would the equivalent of one night at a category three property similar to the Sheraton [redacted].  Upon your acceptance, we will have the Starpoints available for your access within seven to ten business days.
[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.
We look forward to your reply.
Best Regards,
[redacted]
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
Starwood Preferred Guest Executive office
t ###-###-#### F ###-###-####
starwood hotels & resorts
[redacted]
[redacted]
[redacted]

From: WP, Consumer Affairs Sent: 24 November 2015 19:11To: [redacted] Subject: RE: Your recent experience with the [redacted] Hotel & Suites
Dear Ms. [redacted],
Thank you for taking the time to share your concerns in relation to the resolution offered by the hotel. I’m sorry to learn that you remain dissatisfied with the Starpoints gesture extended by them.
In light of the concerns you have shared, we do believe what has extended is appropriate under the circumstances. The hotel has increased their offer with 1,000 Starpoints despite not having any records indicating that a gesture of the value mentioned by you was confirmed. The gesture extended was with the intent of offering the equivalent of 2 complimentary nights at this hotel. However, you are welcome use them at other locations. We have a wide variety of hotels; some may require less Starpoints whilst some may require more.
However, if there is anything additional you wish to share, I’d welcome the opportunity to speak with you tomorrow. Would you be free between 14.00 and 15.00 EST? Our office is closed in recognition of the upcoming holiday, but I’d be more than happy to make myself available to you.
Sincerely,
Chris
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN

Dear Mr. Fiorentino,   Thank you for taking the time to connect with Revdex.com. Through them, your concerns been brought to my our attention. Again, please accept our apology for your recent experience with W Hollywood.   We have also had the...

opportunity to review the telephone calls you have had with our customer service team.  I do sincerely apologize if you feel my handling was anything but genuine concern for your feedback.  We do take it very seriously and, as stated, have continued our follow up internally.  We have asked Leon Y[redacted] General Manager, at [redacted] to review your feedback further, on your behalf.  By documenting our conversations in your customer service file, this has also shared your concerns with the appropriate band, leadership and safety and security teams within Starwood Hotels & Resorts Worldwide Inc.  Which as you stated many time during our conversations and that with our customer service representative was your only goal.   As such, we were surprised to receive your request for a refund of your Starpoints. Please be assured that we fully appreciate the points you have raised and would, once again, like to offer our sincere apologies for the disappointment you have expressed. However, with respect, we cannot agree that your stay was totally without worth or value, consequently, we are unable to refund the full cost as requested.  Should Leon feel a gesture of goodwill is appropriate after his review, that is within his purview and our office will support any final decision he makes.  On behalf of Starwood Hotels & Resorts Worldwide Inc., we do respectfully decline you request for a full refund of your Starpoints.   [redacted] your passion and support of Starwood Hotels & Resorts Worldwide and our brands is clear and we do hope we can find balance and continue to welcome you and your family back for many distinctive stays in 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]42

Complaint: [redacted]
I am rejecting this response because: first of all they never did return even the 1000 points. second how about u try to settle into hotel room at 9:00 at night and pack clothes take shower and then realize the room isnt  working out. would agree to switch rooms I think not. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.  After speaking Mark N[redacted], general manager, I am satisfied with the resolution as well as the personal attention given to my complaint.  Mark was very pleasant, personable and professional during our conversation.  He has offered to refund my stay as well as welcome us back to the hotel.  I accept both, although I do not have a trip planned to visit [redacted] at this time, if I am in area again and need lodging I will make my way back to Westin.
Sincerely,
Monica D[redacted]

From: WP, Consumer Affairs Sent: 17 May 2016 14:02To: [redacted]Subject: Your recent experience with the [redacted]...

[redacted]   Dear [redacted]   I hope this email finds you well and that you are having a wonderful day. Through our internal channels, your recent experience with the [redacted], Atlanta has been brought to our attention. Please accept our sincere apologies for the inconvenience caused by this.   I was concerned to learn on the transactions reflecting on your credit card, as well as for the water issue. It’s understandable how this impacted your stay and may not have left you with a positive memory of this hotel.   Our team have been in contact with the hotel who are very apologetic for the inconvenience caused by this. Together with their accounting team, we have looked in to the transaction you referenced. Our understanding is that this was not a charge, but an authorization. This is required by this hotel, as well as the majority of our Starwood Hotels & Resorts upon check-in. They regret if this information was not clearly provided by the third party company which you reserved your booking with. This authorization is removed within 10 business days and should by now have been lifted from your credit card. If not, please do let us know and I’d be happy to follow up on this.   The water issue impacted the city of Atlanta and was regretfully nothing the hotel could influence. It was encouraging to see that they provided you with a credit as a gesture of apology, so you could enjoy the outlets in the hotel.   [redacted] our team have reviewed the communication you’ve had with the hotel and we recognize why their interactions were not to your expectations. As a gesture of goodwill, I have taken the liberty of posting 5,000 Starpoints to your Starwood Preferred Guest account ending in [redacted] Please allow 5 to 7 business days for these to be available for your enjoyment.   We appreciate the time you have taken to bring this to our attention. I truly hope we’ll have the chance to welcome you back to stay with us soon again.   Sincerely,   (Ms) Christine N[redacted] t ###-###-#### FAX ###-###-#### Guest Experience Intelligence

From: [redacted] Executive Office, [redacted] Sent: XXXXXX
/>
To: XXXXXXXXSubject: Your connection with the Revdex.com
Greetings XXXXXXX:
Thank you for connecting with the Revdex.com.  Please accept our apologies for your recent experience with our Starwood [redacted] program.
We can see that you have discussed this concern with one of our Customer Service Supervisors on the XXXXXXX.  We thank you for taking the time to allow us a chance to resolve this issue to your satisfaction.  We sincerely apologize that the lack of detailed information and an expiration dates on this promotion created a negative impression of our award winning program. 
We thank you for being a Starwood [redacted] since XXXXXXX!  We look forward to welcoming you again very soon.
With Kind Regards,
 
[redacted] &
Starwood [redacted] Executive Office
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]
FILE: XXXXXXXXXXX

Complaint: [redacted]
I am rejecting this response because: they promised me early  checkin and our room was messy as like someone used also bar faxed low price drinks for higher ones all night besides the activists at night. Please credit account 
[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response. Let me begin by saying, it's not OK to charge a customer for deluxe accommodations and provide them with standard accommodations. They made an additional $70 from my booking. Rather than refund me the difference which would be the fairest and honest thing to do. Instead I am being offered reward points I will never use because I will definitely not be staying at this hotel again. How many customers have they done the same thing to and just offered rewards points that cost the hotel nothing to make the problem go away. The hotels management already agreed they were at fault and I would like to be refunded for the difference in room rates. This whole situation seems like a scam to ge more money and provide less. 
Sincerely,
[redacted]

To whom it may concern, please see below correspondence which we have had with the guest:
From: SPG Executive Office, [redacted] Sent: 23 June 2015 16:30To: '[redacted]'Subject: RE: Your Starwood Preferred Guest account
 
Dear Mr. [redacted],
 
Thank you for your follow up to my email.
 
First of all, I do apologize if there was a misunderstanding regarding the Starpoints returned by my colleagues. Should you not wish for us to process this, please do let us know and I can ask them to cancel this.
 
Otherwise, we’d be more than happy to continue the process of returning this and then process the remaining Starpoints once the 5 stays and/or 10 nights have been completed as mentioned below. Your trip to [redacted] sounds wonderful and I’m delighted that you are considering spending your anniversary with us. Once this trip has been booked, please do let me know and it would be my pleasure to ask the hotel to take extra special care of you and your wife.
 
Sincerely,
 
[redacted]
 
[redacted]
Consumer Affairs, Executive DivisioN
 
 
From: [redacted]  Sent: 22 June 2015 17:45To: SPG Executive Office, 00AUSSubject: RE: Your Starwood Preferred Guest account
 
Dear [redacted],First of all, I did not accept the 5466 points, I was forced to accept it. I believe that, since I paid for some of the total points, I deserve to get them all back. I wanted to take a vacation this year with my wife for our anniversary in [redacted] using my total points. I deserve to get them back.[redacted]

Ms. [redacted] information was shared with our office, and I did respond accordingly. I have also addressed her comments regarding the verbiage in our Terms and Conditions.
She has stated that there is no provision which does clearly state the competing rate must be available at the time of processing the complaint.
Our terms and conditions do clearly state that for the Competing Rate to be valid, it must be a currently available lower published room rate available online or on a mobile application for the same [redacted] Hotel, the same dates, the same number of guests, the same room type, with a similar view and room size, and include similar or additional value-added amenities (e.g., free breakfast). it also further clarifies that for purposes of comparing the Competing Rate and the rate available on the [redacted] Websites, only the Competing Rate and the rate available on the [redacted] Websites that are each available at the time the applicable claim is processed will be considered by Starwood.
I have shared this information with Ms. [redacted] directly. This claim was reviewed and denied fairly based on the Terms and Conditions for submission. We have worked in good faith to review the concerns she has presented. Our offices do and will continue to respectfully decline to compromise the integrity of the Best Rate Guarantee program solely in the interest of satisfying Ms. [redacted] personal expectations. However, we hope she continues to make use of our Best Rate Guarantee in the future should a need arise, and look forward to welcoming her should she choose to stay with us in the future.
Thank you.
Best Regards,
 
[redacted]
Consumer Affairs, Executive Division
Guest Experience
[redacted] Preferred Guest Executive Office
 
[redacted]  [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The business was well aware of what amount they were charging each of...

us.  They denied to honor their rate for two nights and it was the [redacted] in [redacted] at the airport on 1st street.  The company should honor their rate that was provided by their management.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I paid for many of my points, so I deserve to get them back.
I never accepted the original offer because I was forced by the agent to accept all that they would give me back.
I only think it would be fair to return my points.
Sincerely,
[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] 
FYI..............The 6500 points were deposited to my account on 7-22-2014 and the additional 4000 points on 7-23-2014.