Starwood Hotels & Resorts Worldwide

Unsanitary, unacceptable stay
We checked into the hotel on March 29, reservation ***. We were told by *** customer service that we would be getting a double room but instead at check in, we were "upgraded" to a studio with a king because "there was a mix up with the reservations" and they did not have any double rooms. We woke up on March 30 to a leak in the bathroom. We immediately reported it but engineering took an hour to come up to our room. We had to use the restrooms downstairs in the lobby since our entire room reeked of sewage. The engineer came to the room and told us our leak was from the faucet. Because the "faucet does not reach the sink due to poor engineering" the water was leaking to behind the toilet. However, upon looking at the sink, the facet was about 6 inches above the sink. So there is no way that the leak could be from the sink. The engineer left our room and assured us that we would not have any problems. She told us housekeeping would be right up. Housekeeping never came to our room. That night we had yet another leak. We called engineering and your engineer came up and "found the leak." He claimed that he fixed the leak and asked us to flush the toilet two more times while he went downstairs to get a tool. We flushed the toilet four times and yet again there was another leak. He claimed he fixed it and left. Housekeeping did not come up yet again. When we called downstairs, we spoke with *** who stated that housekeeping would be there in 2 hours. We had to babysit our room throughout this entire time, we lost a lot of our vacation time due to this issue. At that time, I spoke with ***, who stated that he could not change our room because the resort was sold out and we would just have to "deal with it." I am ashamed with *** to even allow such a person to hold a management position at your company. He is the perfect example of an awful manager who should be demoted to a front desk receptionist. He doesn't have any respect for his guests, his demeanor is very negative, and he talks down upon his guests. Upon waking up on March 31, once again the bathroom floor was wet. The water had started to enter the room. Engineering came up again and recaulked the toilet. The engineer did state that the base of the toilet was the reason why we were having a leak. To me, this is completely disgusting. This water was toilet water which is every time we had a leak, our room reeked. Under the common law, the hotel has a responsibility for our safety and ensuring that we are put into a safe room under sanitary conditions. Having dirty soiled water on our bathroom and soon to be bedroom floor is completely unsanitary and unsafe. We would like a full refund. We did not enjoy our stay, we spent the majority of the time babysitting the room, and one person from our party is very sick. We do believe that their sickness is a direct result of the unsanitary conditions we stayed in.

Starwood hotel group is not abiding to the terms and conditions of their promotion.
On January 19th I signed up for a new member offer that was sent to me stating that if I stayed one night at a Starwood hotel I would receive a free night and if I stayed another night I would receive another for a total of two free nights.

I took advantage of this offer and signed up. I was sent the confirmation email that I was signed up on January 19. I then booked a stay at the *** for February 5-6 and the stay posted to my reward account on February 7th. Per the terms and conditions of the offer it says "Free Night Awards will be credited to the Elgible Member's Account within two to four (2-4) weeks of the elgible stay posting to the members Starwood Preffered Guest account." Today is March 8th and the award had not posted. A full 4 weeks have gone by.

Yesterday, March 7th, had the award posted I would have been able to use the free night for an upcoming stay I have at the ***. But the award did not post. And now there are no more free night awards availabile.

I reached out to Starwood customer service and spoke to a few different people with the last being *** a customer service supervisor. She rudely and hurriedly told me there is nothing more that Starwood can do but that my request was emailed and I will receive the free night awards but will not be able to use it at the hotel I wished since there is no more availability. I tried to explain to her that I followed the terms and conditions, the contract that I and Starwood agreed to when signing up for the offer and I had done my part but Starwood did not. And because Starwood did not uphold their part of the bargain I not only paid for a night in *** but will now have to pay at the *** since there are no more fre night awards available. She continued to hurriedly tell me that there was nothing she could do and then hung up when I said this is not right.

Because Starwood did not uphold their part of the terms and conditions it is not fair that I now have to pay for another night at the hotel. If I did not follow the terms and conditions such as not booking through the app they would have told me sorry you didn't follow the terms and conditions no free night. But Starwood did not follow the terms and conditions and I was told "sorry these things happen. Sometimes it takes more than 4 weeks." Nowhere in the terms and conditions does it say "it may take more than four weeks" it specifically says it will take 2-4 weeks.

My proposed resolution is that Starwood honor the free night award in order to follow the terms and conditions we agreed to. I'm not asking to be upgraded to the best room, but because I followed the terms and conditions, Starwood should too and grant me the free night at the hotel. My Starwood account number is XXXXXXXXXXX and I am seeking a free stay that I earned at the *** in Japan on May 22-23rd.

and *** had a tie-up where if a *** customer rode ***, they would receive *** points. I have not been receiving *** points for any of my *** rides since 09/24/2017. I had called and mentioned this to *** several times. Their reps on the phone were unresponsive and clueless. Then when I submitted a complaint on their website, a rep provided an email address to submit a list of my *** rides to, which I did. I repeated it after a month since they had lost my first submission. I also followed up with them several times. However, even after several months I have not received the *** points.
If *** is offering a service and a reward, their reps need to be knowledgeable about it, and advise customers accordingly. I am a *** Platinum customer, and I get no benefit in service for that.