Starwood Hotels & Resorts Worldwide, Inc.

To whom it may concern,
We have connected with the guest to offer our sincere apologies and share that we are actively working on this. We are sincerely sorry that we were unable to provide the details on time but once we have received the details Mr. Huang will be contacted accordingly....

Should Mr. Huang have any concerns or questions in the meantime, he may connect with us again and we would be happy to take note of these.

We sincerely appreciated the chance to review this. It turned out that the systems were not responding correctly to the request of the reservationist and also the guest. I did reach out to the hotel and the guest. The hotel was in a position to offer the accomodations that were requested. I did not...

hear back from the guest after my message was left. The issue technical issue seems to have been resolved on our end.

Complaint: [redacted]
I am rejecting this response because [redacted] has made no effort to respond to the new, detailed reasons I have provided for why I should have my claim approved under their Best Rate Guarantee program.  They simply copied and pasted a previous email that I already received (the email that prompted my complaint with the Revdex.com). 
Sincerely,
[redacted]

To whom it may concern, please see below email:
 
From: WP, Consumer Affairs Sent: 13 September 2016 15:21...

To: [redacted]Subject: Your recent experience with the [redacted]
 
Dear [redacted]
 
I hope that you are having a pleasant day. The Revdex.com has made us aware of your recent stay with the [redacted]. Please accept our sincere apologies for the inconvenience caused by this.
 
It was disappointing to learn of the time you have spent with requesting answers to the billing questions that you have. Our colleagues are trained to provide the highest level of Customer Service at all times. I’m truly sorry to learn that your experience was not a reflection of this.
 
Our team have been in contact with the management and it’s my understanding that Joby G[redacted] Controller and HR Manager, has reached out to you directly. A full refund is being processed to your credit card ending in [redacted] Please allow 5 to 7 business days for this to be completed.
 
[redacted] we appreciate the time you have taken to bring this to our attention. We look forward to welcoming you back to stay with us soon again.
 
Sincerely,
 
(Mrs) Christine N[redacted]
Consumer Affairs, Executive DivisioN

Complaint: [redacted]
I am rejecting this response because: I...

still have yet to received the $264.50 that was over charged to me by your mistake over 30 days ago.  The manager Steve sent me an email stating that he would also be refunding me an additional $132 due to the weather for a total of $396.  This has yet to happen.  If I do not receive my refund this week I will be contacting the local news and the attorney general.  This is fraud!!
Sincerely,
[redacted]

Dear [redacted]Thank you for taking the time to connect with [redacted] Through the Revdex.com, your concerns have been brought to our attention. Please accept our apology for your recent experience with [redacted]...

[redacted]It was regrettable to read of the billing issues you have had and the lack of subsequent follow up.  This is not part of the warm and welcoming experience we want you to have at [redacted]  On your behalf, we have connected with [redacted] Front Office Manager, at the hotel who did inform us the refund has been processed as of June 16, 2016.  You will see this reflected on your credit card within the next seven to ten business days, due to the processing of your credit card provider.  We do sincerely apologize for the frustration and inconvenience this has caused.  [redacted], has a goodwill gesture, in recognition of your loyalty to Starwood Preferred Guest, we will extend 5,000 Starpoints to your Gold Preferred Starwood Preferred Guest account.  You will have access to these within the next seven to ten business days also.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 AFFAIRSGUEST EXPERIENCE INTELLIGENCET ###-###-####  F ###-###-#### STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT 06902REFERENCE# 2[redacted]46

Please see the continued communication with this guest.  We have agreed to the desired resolution.
From: WP, Consumer Affairs
Sent: Monday, July 14, 2014 5:11 PM
To: XXXXXX
Subject: RE: Your connection with the Revdex.com
Thank you for your follow up.
Please verify that your mailing address is:
XXXXXXX
I would be pleased to send you a cheque in the amount of $101.57 USD as an apology and resolution.  Please advise if this address is correct, and if this resolution is acceptable.
I look forward to your follow up.
With Kind Regards,
[redacted]
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####  F ###-###-####
STARWOOD HOTELS & RESORTS
[redacted]
[redacted]2
FILE: 2[redacted]79
From: XXXXXXXXX
To: "WP, Consumer Affairs" <[redacted]>
Subject: Re: Your connection with the Revdex.com
Date: July 14, 2014 5:20:03 PM EDT
Thank you for your e-mail.
 
If you send me a check, would I have to sign the check in order to deposit into my account with my bank?  Please let me know.
 
Thank you,
XXXXX
From: WP, Consumer Affairs
Sent: Tuesday, July 15, 2014 10:18 AM
To: XXXXXX
Subject: RE: Your connection with the Revdex.com
Greetings XXXXXXX:
Thank you for your follow up.
We, Starwood Hotels & Resorts Worldwide, Inc., do not require you to sign the cheque.  Please consider connecting with your bank to determine if they require your signature to deposit the funds into your account.
Shall I mail you the cheque?
With Kind Regards,
[redacted]
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####  F ###-###-####
STARWOOD HOTELS & RESORTS
[redacted]
[redacted]
[redacted]
From: XXXXXX
To: "WP, Consumer Affairs" <[redacted]
Subject: Re: Your connection with the Revdex.com
Date: July 15, 2014 4:53:22 PM EDT
Thank you for your e-mail.  How long is the check valid for.  I can give you my updated address, but since I'm currently out of the country and not sure when I will return, I believe we might have to work out when to send the check so that it won't be voided when I return to deposit it.  
 
Thank you,
XXXXXX
From: WP, Consumer Affairs
Sent: Wednesday, July 16, 2014 9:10 AM
To: XXXXXX
Subject: RE: Your connection with the Revdex.com
The cheque is valid for 90 days after it is issued by Starwood.  It takes approximately 2-3 weeks to be delivered within the USA.  Please let me know when you wish it sent, and I will follow through.  There is no end date on my offer to you.
I wish you safe travels while abroad.
With Kind Regards,
[redacted]
CONSUMER AFFAIRS, EXECUTIVE DIVISION
T ###-###-####  F ###-###-####
[redacted]
[redacted]
[redacted]
[redacted]

Dear Mr. [redacted],
Thank you for your reply via the Revdex.com. We do apologize for your continued disappointment.
We do apologize that you never received a telephone call as expected. We do see that [redacted], General Manager, at The [redacted] did email you directly on May 19th. If you did not receive that email, I am including it below:
Hello Mr. [redacted],

I would like to take this opportunity to respond to your concerns expressed to Starwood Hotels and Resorts as well as The Revdex.com.
I realize that most of what I am about to say might be repetitive since you have already spoken with two of our Managers regarding this matter. During the process, I have been kept in the loop so I am aware of what has transpired.

As you know, all [redacted] Hotels are Smoke Free and strongly enforce our clean air policy. It is our standard procedure that if the Room Attendant detects the odor of a smoked substance after a guest departs she is to contact her Supervisor before she begins to clean the room. The Supervisor then contacts the Manager On Duty to also verify the odor. These steps were followed and in this particular case [redacted], our AGM, was the MOD and he did verify the fact that there was a very strong presence of smoke residue in the room. [redacted] remembers being contacted by the Housekeeping Supervisor and agreeing with her that room definitely smelled of a strong smoke odor.

We then had to place your room out of order for two days while running the ozone machine for that entire period. Furthermore, we were not able to rent the room and therefore lost more in revenue than the $200 smoking fee that you were assessed.

Lastly, I would also like to clarify the point that, although you do not smoke, you are responsible for any guests who might smoke while visiting you in your room. I believe that you and [redacted] have already had this conversation.

Mr. [redacted], I hope that you understand that we must think of the comfort of all of our guests who expect to stay in a smoke free environment when they choose to stay at a [redacted] Hotel.

Be well,

[redacted]
General Manager
THE [redacted]
T [redacted] D [redacted] F [redacted]
We understand this may not be the answer you would like to close the matter for you. We also understand you may wish to take further action as you feel is appropriate. Mr. [redacted], in order to be fair and consistent with all our guest, we must respectfully decline your request for a refund. 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.
We are aware that your opinion of our service has been affected by the handling of your concerns and can only hope that in time, you may reconsider your position and choose to stay with us again.
Best Regards,
[redacted]
EXECUTIVE CONSUMER AFFAIRS
GUEST EXPERIENCE INTELLIGENCE
T [redacted] F [redacted]
STARWOOD HOTELS & RESORTS
ONE STARPOINT
[redacted]

Dear [redacted],
Thank you for taking the time to connect with Revdex.com and in turn our office. On behalf of the Starwood Preferred Guest Executive Office, please accept our apology for your recent experience with Gold Membership.
We are sorry to learn of your frustration in regard to the promotion you signed up for.  It is not our intention cause you any dissatisfaction.  As such the terms and conditions of the promotion were provided to you before registering, and agreed to, by yourself, upon your registration.  You will find the following in the promotion terms and conditions:
“Free Night Awards will be credited to the member's account within 2–4 weeks of the eligible stay posting to the member's Starwood Preferred Guest account.”
We want you to have access to your promotional night as soon as possible, but need to weigh that against ensuring that earned nights are provided within the terms of the promotion in order to be fair to all our members.  Based on the posting from your last stay at [redacted], you will see the awards posted by September 14th at the latest.  Respectfully we disagree that there was anything unfair in how the promotion was presented.
Regarding the booking you wish to make at [redacted], we would like to assist you in making that reservation so you may confidently book your airfare.  I would invite you to contact our Gold Preferred Customer Service team at ###-###-####, by chatting with us online or we can call you.  Book your reservation as you would like, please note it will likely need to be multiple reservation due to the nature of how you are booking.  Ask the associate to book the free night award nights as a pending reservation.  We will put a note on your account approving this as a goodwill gesture, as we generally to do not pend award reservation awaiting future awards.  Once you have your confirmation numbers, please forward those to our office and we will arrange to hold the reservation until your awards come in.
[redacted], we thank your for your loyalty and do look forward to welcoming you for a bespoke stay in [redacted] this October.  I look forward to your reply.
Best Regards,
[redacted]
Starwood Preferred Guest Executive office
t ###-###-#### F ###-###-####
Consumer Affairs, Executive Division
t ###-###-####  F ###-###-####
starwood hotels & resorts
[redacted]
[redacted]
[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]

The hotel management has been in communication with Mr. **.
Mr. ** booked a [redacted] room with a King bed. Two twin beds were requested as a preference in the guest comments section. The [redacted] rooms do not have twin beds, so the hotel did adjust his room to accommodate his bedding request....

None of the cleanliness concerns were reported to staff during his stay. This did not allow the management the opportunity to resolve this matter at the time, which they could have done.
They did apologize for his experience, and offered a complimentary suite upgrade upon a return visit to the [redacted]. Mr. ** objected further, and the hotel extended 2000 Starpoints in goodwill as well. These gestures represent a genuine effort to resolve this matter in a fair manner.
We do respectfully decline to refund the Starpoints used for this reservation, and support the gesture of goodwill extended by the hotel management. It is our hope Mr. ** will choose to avail himself of their offer upon a future visit to [redacted]. We also hope the Starpoints contribute towards a positive stay with us.

Dear [redacted]

Thank you for reaching out to the Revdex.com regarding your stay at the [redacted]
 
I have reviewed the email Steven T[redacted] the General Manager sent to you on June 22, 2016. It does advise the hold of $246.50 was removed and they were going to process the refund of $132 to your Discover card. I am sorry to hear that this not been completed.
 
After reviewing your posting, I reached out to Steven both on the phone and via email, requesting he connect with you directly regarding this matter.
 
[redacted] welcome to the Starwood Preferred Guest program. Please do let us know if there is anything further you wish to share and I would be happy to reach out to the hotel.
 
Have a great rest of your day.
 
Kim P[redacted]
Consumer Affairs, Executive DivIsion
Guest Experience InteLligence
t ###-###-####  F ###-###-####
FIle- 2[redacted]57
starwood hotels & resorts
One starpointStamford, connecticut 06902
Tell us why here...

A Customer Service File was opened regarding this matter with our offices as the guest noted, and the hotel has been in touch with the guest to follow up accordingly:
From: [redacted]
Sent: Friday, October 03, 2014 5:58 PM
To: '[redacted]'
/>
Subject: Your recent stay at the [redacted]
Dear Ms. [redacted],
Thank you for following up with us regarding you recent stay at the [redacted].  I am very sorry to hear that your experience with our hotel and with Starwood has been so challenging.  I would like to apologize that you were incorrectly charged for the room upgrade after you came to the front desk on the first day of your stay to have that charge removed from your bill.  I am also very sorry that when you tried to contact the hotel directly, you were unable to get through to our billing department.  As the [redacted], I am responsible for ensuring proper customer service at the front desk and from the phone operators.  I would like to apologize personally for the level of service you have received and I assure you we will use your experience as a training opportunity with our team.  I have requested that $279.36 be refunded to your credit card for the incorrect upgrade charges from you bill.  I cannot apologize enough that this occurred in the first place and that it has been so difficult to reach a resolution.
Ms. [redacted], I would like to assure you that this is not the level of service we expect to provide out guests.  We take feedback very seriously and I do believe that, given another opportunity, we would be able to renew your faith in our hotel.  We truly appreciate your loyalty to Starwood, and as a gesture of goodwill I have requested that 4,000 [redacted] points be awarded to your account.  I hope you will choose to stay with us again and if you do, please contact me directly so I can ensure you have an outstanding experience.  If I can be of any further assistance, please let me know.
Sincerely,                           
[redacted]   
F[redacted]
t — [redacted] f — [redacted]

We do apologize to [redacted] for the challenges associated with his booking.
Karen has assisted [redacted] in providing a gesture of goodwill for his experience. Starpoints do take up to 10 days to post into a guest's SPG account. however, I have also ensured they will post today as a further...

gesture of goodwill to him for his patience in this matter.
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]65

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]
&nbs

Complaint: [redacted]
I am rejecting this response because: my stays are typically a week in length or more. 5 stays is equivalent to over 40 days, which in a period of 3 or 4 months since simply not realistic.
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,
Bryan P[redacted]

Complaint: [redacted]
I am rejecting this response because: I am not planning to go on vacation in the next 6 months.  I am planning to keep my Starpoint account active by re-activating my [redacted] card.  Regardless, I find myself speechless that a large, reputable Fortune 500 corporation such as the [redacted] would use the Starpoints that a customer has rightfully earned, as bargaining chips to generate new revenue.  Up until today, I never knew that the forfeiture of 12k Starpoints, which literally worth pennies to your bottomline, means that much to you.  Or put it another way, I finally realized how LITTLE you value your customers. 
Sincerely,
[redacted]

Hello Revdex.com:
Please consider this complaint as "closed" for the time being.  I have set reminders to follow up with the guest and finalize our time together.  My reminder is set for September 17th, 2014.  File: [redacted].
Thank you.
j.
With Kind Regards,
[redacted]
###-###-####

FONT-FAMILY: "Calibri","sans-serif"; COLOR: black; mso-themecolor: text1; mso-ascii-theme-font: minor-latin; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Tahoma">To whom it may concern;
This guest has been contacted by a member of our Consumer Affairs team within Starwood Vacation Ownership. They have have requested the 2015 week to be assigned with Interval International giving the guest until December 31, 2017 to travel through their Exchange Program.
Best regards,
Chris
(Ms) Christine N[redacted]
Consumer Affairs, Executive DivisioN