Starwood Hotels & Resorts Worldwide, Inc.

To whom it may concern, please see below emails which have been exchanged with the guest:
 
From: [redacted] Sent: 23 September 2015 19:30To: [redacted] 
Subject: RE: Your recent experience with the [redacted]
 
Hi Ms. [redacted],
 
Thank you for your response; please accept my sincere apologies for my delayed follow up. I hope you have had a pleasant start to your week.
 
Our team have reviewed this both with the hotel as well as by reviewing this with our Customer Service team to see if we could gather more information. Regretfully, we have not been able to identify who Brenda is. The hotel has also shared that they regretfully do not have any records of the comments you have shared. The Starpoints were extended after your Customer Service File had been opened in good faith and with the hopes of regaining your trust. However, I did want to ask if you recall who you spoke with on the night in question so we may review this further?
 
Through the hotels research, they shared with us that you had contacted them prior to your arrival to avail of a complimentary night, but that you did not have a gift certificate to provide. The hotel has also attempted to research this, but has not found any records to support that this was extended.
 
Ms. [redacted], whilst remaining sympathetic to your concerns, we do believe that what has been extended by the hotel is appropriate under the circumstances. However, if you can provide further details as mentioned above, I’d be happy to review this further.
 
Sincerely,
 
Chris
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN
 
 
From: [redacted] 
Sent: 19 September 2015 03:50To: [redacted]Subject: Re: Your recent experience with the [redacted]
 
Sorry she said her name was Brenda in corporate I talked with her on September  4 at 8:43 am she told me I could calm her back by that next Tuesday when I called back they could not find it I need this taken care of please write this through Revdex.comSent from my iPhone
On Sep 18, 2015, at 1:30 PM, [redacted]  wrote:
Hi Ms. [redacted],
 
Thank you for your response; I hope you have had a pleasant Friday.
 
I appreciate that you have clarified which hotel this is relating to so we may review this. You mentioned below that you had spoken with Brenda, but regretfully we do not see any records of this on your account. May I ask if you remember her full name and the time you spoke with her? This will assist us further in our investigations.
 
Sincerely,
 
Chris
 
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN
 
 
From: [redacted] 
Sent: 18 September 2015 00:20To: [redacted]Subject: Re: Your feedback to the Revdex.com
 
Hi 
This is for my Starwood rewards that was for the stay on July 4 at the [redacted] which is verified in my complaint. They said they would refund my 12,000 point s  but when they only did 1,200 and sent letter I called Brenda in corporate she said they would fix it. Now they keep calling hotel and they are not doing it I even called a Josiah and he said call star rewards and they will issue back I did Brenda said no problem now not helping me 
[redacted] 
Sent from my iPhone

Complaint: [redacted]
Unfortunately [redacted] and I are unable to reach a resolution on this issue.  They are interpreting their rules in a way that favors them, although I have presented an equally logical interpretation that would allow me to utilize the Best Rate Guarantee program as written AND as confirmed by their representative when I made the reservation.  I am very disappointed by how this has turned out, especially because we are still at the same impasse as we were before I contacted the Revdex.com.  I have wasted enough time on this situation, and I will not continue to do so.  I am withdrawing my complaint - not because I agree with [redacted] but because this process is going nowhere.  Starwood, you have officially won this dispute and lost a customer.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  However, as they have indicated in their response they will be speaking to the hotel.  I do not think the case should be closed until SPG has clearly indicated how they have brought closure to the solution.
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to contact the Revdex.com regarding your recent experience with the [redacted] by [redacted]. Please...

accept our sincere apologies for the inconvenience caused by this stay.
I was concerned to learn that your room was not to your expectations and that our colleagues interactions were not reflective of the comforting service we strive to provide at [redacted] by [redacted] locations. Any concerns relating to safety and security are a priority of ours; however situations such as the one you described should be handled in an appropriate manner. I apologize if your experience was not reflective of this and want to assure you that it was an exception, not the rule.
The [redacted] by [redacted] is a franchised property, which is independently owned and operated.  This Hotel utilizes the [redacted] by [redacted] trademarks and logos pursuant to a License Agreement.  Neither Starwood Hotels & Resorts Worldwide, Inc. (“Starwood”) nor its subsidiaries or affiliates, including the licensor, has any ownership interest or day-to-day control over the operations of this Hotel. Therefore, I have copied [redacted], General Manager and have asked her to follow up with you personally. For any questions moving forward, I would encourage you to connect with her directly so she may address these.
[redacted], as one of our esteemed Gold members, I appreciate the opportunity to review your feedback. I hope you will still consider our locations for your future stays, as I’m confident that these will be pleasurable in every aspect.
Sincerely,
 
[redacted]
Consumer Affairs, Executive DivisioN
T [redacted]
Starwood Preferred Guest Executive office
t [redacted]
FAX [redacted]
Guest Experience Intelligence
Ref [redacted]
 
starwood hotels & resorts
One StarPoint
[redacted]
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Dear [redacted]   Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Through our the Revdex.com , your feedback has been brought to our attention. Please accept our apology for your recent experience with your booking at...

[redacted]   We were concerned to read of your experience and learn someone may be copying our brand identification.  We would like to review this further. Regrettably do not know which hotel you were booking, would you be willing to share this with us?.  Also, if you do remember about anything you may have searched for, this will allow us to follow up with the third party site further.   When booking our properties we suggest to go directly to www.starwoodhotels.com or the specific brand site lik[redacted]   In regard to you booking and payment, the number you shared does appear it may be an [redacted] confirmation number.  While the site you were on may have been hosted by another online travel agent, many use Expedia as their back end booking engine.  Regrettably as your reservation as not booked via our channels, we are limited in support as your reservation is owned by that third party.  We would suggest to connect with [redacted] Customer service at ###-###-#### or [redacted]   [redacted] we trust [redacted] will help bring this to a close and thank you for taking the time to bring this to our attention.  We do look forward to any further information you are willing to share with us, so we can ensure all guests are getting connected to the same [redacted] and Starwood Hotels & Resorts Worldwide Inc. they expect.   Best Regards,   Richard B[redacted] Executive Consumer Affairs Guest experience intelligence t ###-###-####  F ###-###-#### starwood hotels & resorts One starpointStamford, connecticut 06902

This guest was contacted. I apologized and empathized. Although I could not replace the items that were reported, I agreed a gesture could be extended and did so through her Starwood account. She was understanding and appreciative.

To whom it may concern:
Consumer Affairs and the hotel are in contact to address this concern with the guest. The guest has confirmed that he is contact with the Director of Sales to review all of the information relating to this and will contact Consumer Affairs if there is anything further we can do to assist. Due to the information shared by the guest regarding the hotels engagement and consideration of future steps he may take, this communication has not been included in this response. However, we are more than happy to provide this should this be requested.
Thank you,
[redacted]
Consumer Affairs, Executive Division

Complaint: 10085039
I am rejecting this response because:
 
You are not understanding the issue.  It was supposed to have ended in June.  But it got extended until July.  Check yiur back logs or contact other active bidders.  Ask them when was it supposed to have ended.  You are clearly ONLY looking at the current END date.  Which AGAIN was changed from June to July. 
Sincerely,
[redacted]

To whom it may concern, The behaviors exhibited by [redacted] and her daughter during her time with the hotel were inconsistent with what we expect and require of those permitted to stay with us. We will respectfully decline to discuss the matter publicly to respect [redacted] privacy....

However, the management of the Sheraton [redacted] has the full support of the corporate offices for Starwood Hotels & Resorts Worldwide in how this matter was handled.  No refunds or gestures of goodwill will be extended to [redacted] and we do consider this matter closed in full at this time.   Best Regards,   Zachary A[redacted] Consumer Affairs, Executive Division T ###-###-#### Starwood Preferred Guest Executive Office t ###-###-#### FAX ###-###-#### Guest Experience Intelligence Starwood Hotels & Resorts One StarPoint Stamford, CT, 06902 Reference: 2[redacted]04

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.
I am just waiting for the money to show in my account.  It is not in there yet.
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for contacting the office of [redacted], Senior Director of Customer Service.
I see you are having problems sending [redacted] to your [redacted] account. Your e-mail was not clear on if you were looking to have the [redacted] transferred over as a...

direct deposit or if you were inquiring about [redacted] Rewards. To explain further; if you have chosen a direct deposit, the [redacted] were transfer completely out of your SPG account. They would then be deposited into your [redacted] account. If you are looking for [redacted], you would earn [redacted] as you normally would and then earn one [redacted] for every eligible USD spent during your stay. It is never our intention to cause our guests difficulty in using their redemption options. However, we do have certain parameters we must adhere.
If you were looking for a direct deposit, the choice must be made as a part of your SPG profile. If you are looking for [redacted], you must sign up for that at [redacted]. When signing up for [redacted], the name on your SPG account must match the name on your [redacted] account. If they do not match, this will cause the sign up to fail.
To have the name changed on your SPG account to match that of your [redacted] account, please contact our research office at [redacted]. Your e-mail must include your name, the change you would like made, supporting documentation (copy of passport would suffice) and a brief explanation of your request. Please keep in mind that [redacted] are not retroactive and you must be a [redacted] member with [redacted] to earn [redacted] at [redacted].
If it was a direct deposit you were looking for, please respond to this e-mail and advise. I will be happy to see if there is anything I can do to push this through for you.
Mr. [redacted], I see you are new to the SPG community. We look forward to welcoming you to one of our hotels on your next stay.
Best Regards,
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
[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]

Pricelime has issued the refund. I am satisfied. Thank you. 
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]
Through our internal channels, your concerns with the [redacted] were forwarded to my attention. We appreciate the opportunity to address the feedback you chose to share through the Revdex.com.
I am sorry to hear about the challenges with your stay. We...

would not expect any guest to have challenges with the drainage in their shower, or for breakfast to not be delivered as promised. It was encouraging to learn that the hotel management generously offered 10,000 Starpoints to you. This gesture provides a complimentary night to you at their hotel, or an equivalent category of hotel participating in SPG.
It seems the request for the Starpoints was not entered correctly; our teams have assisted in ensuring the Starpoints are now posted to your SPG account. I do not believe it is accurate to state there was no value or worth in your stay of any kind. Accordingly, we will respectfully decline your request for a full refund. However, it is our hope these Starpoints contribute towards a positive experience with us in the future.
[redacted], we thank you for your patronage as a Starwood Preferred Guest and for sharing your feedback with us and for. It allows us to ensure we are doing the right things for our guests.
Best Regards,
Zachary A[redacted]
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE
T ###-###-####
FAX ###-###-####
GUEST EXPERIENCE INTELLIGENCE
STARWOOD HOTELS & RESORTS
ONE STARPOINT
STAMFORD, CT, 06902
REFERENCE: 2[redacted]15

The following email was sent to [redacted] today:
 
Dear [redacted]
Through our internal channels, your concerns regarding your stay at the [redacted] Hotel were forwarded to my attention. We appreciate the opportunity to review the feedback you have shared through...

the Revdex.com.I do apologize if one of our Starwood Preferred Guest associates advised you your stay was ineligible. The hotel did post it as ineligible, which was an error on their part. They are following up internally on why this happened to ensure it does not happen again. This has also been corrected in your Starwood Preferred Guest account. The appropriate stay and night credit has been applied to your account, as well as the Starpoints for your stay.
[redacted] 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. It also helps us create the ideal guest experience for the future. If there is anything further we can do to assist in your travels, please do feel free to connect.
Best Regards,
 
Zachary A[redacted]
Consumer Affairs, Executive DivisioN
Tel: ###-###-####
Starwood Preferred Guest Executive office
tel: ###-###-####
FAX: ###-###-####
Guest Experience Intelligence
 
Reference: 2[redacted]22

To whom this may concern, this has been reviewed in detail by the former hotel as well as their insurance carrier. Due to the nature of the concerns, further details will not be listed in our response. However, the guest is aware of our stance in this matter. Therefore, the following response has been sent to the guest:
From: WP, Consumer Affairs Sent: 13 January 2016 17:54To: '[redacted]Subject: RE: Your experience with the form W San Diego
Dear [redacted]
Thank you for your follow up email. I do apologize for the delay in responding to you.
Our team have reviewed the previous correspondence sent on this matter and support the steps that have been previously taken. We will continue to document your communication moving forward appropriately, but do not wish to set an expectation that further responses will be forthcoming.
[redacted] have a pleasant day ahead.
Sincerely,
Chris
(Ms) Christine Ni[redacted]
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because:the treatment I received by your staff is incomprehensible.  There was something in that room that caused bite marks on my abdomen whether they were found there 5 hours later or not.  Your staff should have done the right thing and realized I was the guest there, not abuse me which they did that night.  Also, I attempted to work this out with the General Manager of the hotel the next day and that was futile.  
Sincerely,
[redacted]

Dear [redacted],
Thank you for taking the time to connect with Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with one of our hotels.
I see you had an issue with one of our properties offering...

resolution over a matter and then reneging on that offer. I can see why this would compound the matter further. I can see why you would be upset over a malfunctioning toilet and pull-out bed. I can also understand your ire over the late check in.
I really appreciate the opportunity to follow up on this. To make sure this is addressed properly I would need the full name of the hotel and your dates of stay. This will allow us to research the matter fully.
I look forward to your response.
Best Regards,
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
[redacted]

To whom it may concern,We understand [redacted] remains dissatisfied with our decision to no longer welcome her on property at the Sheraton Houston West hotel. Our position remains that the right decision has been made. [redacted] was formally notified of this decision, and we have continued to formally document her communications and comments regarding the matter as part of our dedication to reviewing the feedback our guests share.Formal notice was sent to [redacted] of the outcome, as previously stated. We will respectfuly decline to continue a dial[redacted] with [redacted], based on her actions and the outcome of this matter.Best Regards,Zachary A[redacted]Consumer Affairs, Executive DivisionT ###-###-####Starwood Preferred Guest Executive OfficeT ###-###-####FAX ###-###-####Guest Experience IntelligenceStarwood Hotels & ResortsOne StarPointStamford, CT, 06902Reference: 2[redacted]04

Complaint: [redacted]
I am rejecting this response because:
The matter is not completely solved yet.  I expect to hear from you in September per the e-mail.
Sincerely,
[redacted]