BBB Accredited Business since

Starwood Hotels & Resorts Worldwide, Inc.

Phone: (203) 964-6000 1 Star Pt, Stamford, CT 06902 http://www.starwoodhotels.com


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Description

Starwood Hotels & Resorts Worldwide, Inc. is the owner, operator and franchisor of hotels, resorts and residences.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Starwood Hotels & Resorts Worldwide, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Starwood Hotels & Resorts Worldwide, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 175 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

175 complaints closed with BBB in last 3 years | 76 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 21
Billing/Collection Issues 24
Delivery Issues 1
Guarantee/Warranty Issues 4
Problems with Product/Service 125
Total Closed Complaints 175

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Starwood Hotels & Resorts Worldwide, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: January 17, 2002 Business started: 03/27/1980 in MD Business started locally: 03/27/1980 Business incorporated 12/19/1996 in MD
Type of Entity

Corporation

Business Management
Ms. Helen Horsham-Bertels, Senior Director, Consumer Affairs Mr. Adam Aaron, Chief Executive Officer
Contact Information
Principal: Ms. Helen Horsham-Bertels, Senior Director, Consumer Affairs
Business Category

Hotels Hotels (except Casino Hotels) and Motels (NAICS: 721110)

Alternate Business Names
Aloft Element Four Points by Sheraton Le Meridien Luxury Collection Sheraton St. Regis Tribute W Hotels Westin

Additional Locations

  • 1 Star Pt

    Stamford, CT 06902 (203) 964-6000

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/18/2016 Billing/Collection Issues
5/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a resveration to stay at ****** *** ***** ****** *** ***** ** (my name was misspelled as ********* for reference) Confirmation: ********* When I made the reservation I requested early check in for 1:00 pm My family and I waited in the lobby for about 2 hours, at 4:15 pm I went to the desk and asked when our room would be ready. He said a manager had to inspect the room to ensure it was perfect prior to us moving in. Our 2 bedroom w/living room suite cost over 1300.00 for our 2 night stay. He offered me a breakfast for comp for 4 people at their hotel because the room was not available on time. This was inadequate, we were 5 people staying in the suite, his comp of 80.00 did not cover our breakfast w/tip of 130.00. Also, there were several issues with the room and bath which were far from perfect: the bath vanity had swollen wood from water damage, the tub non slip pads were worn out, my mom almost slipped getting out; the most obvious was a crooked lamp shade in the bedroom with 2 queen beds, the cord for the phone in the king bedroom was not attached, it laid on the floor behind the night stand. The sink in the bathroom with the queen beds was clogged, this was later corrected when I reported it. The desk in the king bedroom was missing the knobs to open the drawer on the right side and could not be opened. The stand which the tv sat on in the queen bedroom had a middle shelf which collapsed onto the lower shelf (this was how I found it). In addition there were obvious signs of decay to the wooded decks and steps. The first step leading up to the sundeck bar area was missing some screws, the wood was rotten and the step rocked back and forth when walked on (I took a video of it) I also photographed the bath vanities which had water damage

Desired Settlement: I am asking for a 50% credit or a 2 night stay for a future date

Business Response:

To whom it may concern, please see our response sent to the guest which was as a follow up to the hotel's interaction with the guest directly:

From: WP, Consumer Affairs
Sent: 05 May 2016 18:28
To:  ******* *********
Subject: Your recent experience with the ****** *** **** ****** * ******

 

Dear *** **********

 

I hope this email finds you well and that you are having a wonderful day. Through our internal channels, your recent experience with the ****** *** **** ****** * ****** has been brought to our attention. Please accept our sincere apologies for the inconvenience caused by this.

 

I was concerned to learn or your check-in experience as well as the condition of your room. There is an established procedure in place to ensure that our housekeeping teams extensively clean our rooms prior to making them available and throughout your stay. This also includes a thorough inspection and seeking assistance from our engineering team when needed. What you have described, is not reflective of the level of service we aim to provide at our Westin hotels.

 

It is our understanding that Alberto P*****, Front Office Manager, has reached out to you to sincerely apologize. He will be following up with his engineering team to ensure this is rectified, as well as with his front office team. As a gesture of goodwill he will be refunding $300 to you. As his understanding is that you often travel to Key West, he also looks forward to extending a warm welcome when the next opportunity arises.

 

*** *********, as one of our preferred members, we appreciate the opportunity to respond to you. In addition to ********* offers, next time your travel brings you to any of our other many hotels please do let me know. It would be my pleasure to connect with the destination of your choice to ensure this stay is reflective of the hospitality we are renowned for.

 

Sincerely,

 

 

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********

5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed in the ****** ***** ** ************ ** one night, laid on the bed for one hour and had bites all over my abdomen and flank area when I went to shower. I went to the Front Desk, showed them the bite marks on my flank, nowhere else. I was treated rudely, almost to abusive by an Asst. General Manager. I wrote the CEO a letter with photo of the bites. The CEO handed the issue down to another employee who accused me, in writing, of exposing my leg and inappropriate behavior. He said he has it on the hotel lobby tape. The bites were on my abdomen and I had slacks on also, the Asst. Manager abused me and threw me out of the hotel at midnight.

Desired Settlement: I would like the CEO to get involved. This has been and continues to be poorly handled and now, several mistruths.

Business Response:

To whom it may concern, we have previously been in contact with this guest. A follow up email has been sent to the guest today, please see below:

 

 

From: WP, Consumer Affairs
Sent: 03 May 2016 18:44
To: '*******
Subject: RE: Your connection with the office of ****** ****** **************

 

Dear *** ******,

Thank you for your follow up email to ********. It’s my pleasure to respond on behalf of ******** as well as to your Better Business Bureau complaint. As our office has the privilege to speak on behalf of the CEO’s office, I have removed him from this thread.

It’s regretful that you do not agree with the steps taken by ********. We have had the opportunity to review the footage recorded by the hotel and recognize why there was a concern. Should there be a similar situation in the future, we would encourage you to speak with the hotel first. An alternative approach may be found which may be appropriate for all involved parties.

*** ******, whilst remaining sympathetic to your concerns, we do believe the right steps have been taken at this time. The room was inspected not only for bed bugs, but also for other insects, with negative findings. We hope you may find what may have caused the symptoms you have described. Although I understand that your relationship with this hotel has been impacted, it’s my genuine hope that you may still consider our many other hotels for your future travels.

Sincerely,

Chris

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

From: Andrea 
Sent: 29 April 2016 04:40
To: WP, Consumer Affairs
Cc: CEO
Subject: Re: Your connection with the office of ****** ****** ************** ***********************

 

Dear *** ********

 

Your response is as inappropriate as your staff at the ****** Hotel in Minneapolis.  It is surprising that you write to me and state that CCTV footage supports I was showing my “upper right leg,” in the lobby of your hotel.  I had pants on that evening as I was going out to dinner and as I previously stated, the bites were on my FLANK, the area of my waist and around to my back.  There was never any exposure to my legs or any private area.  I lifted my blouse up ever so slightly to show your staff the bites.  I never said they were “bed-bugs,” I stated they were bites.  There are other bugs besides bed bugs.

 

It is appalling to me the accusations you have made to me yet again, your customer.  I will be contacting the Better Business Bureau tomorrow.  I suggest you take another look at that tape.   The poor management does not seem to stop at the hotel.  Really, really bad business *** *******

 

Respectfully,

 

****** ******* *** ***

 

On Apr 28, 2016, at 12:36 PM, Executive Consumer Affairs wrote:

 

Dear *** *******

 

Thank you for your patience as I look into this matter.

 

Please know that I have spoken with the hotels Management team. We have discussed the series of events from the night you were at the hotel. In discussing this with them, I can see where their story coincides with what you have shared. There are also some inconsistencies between what you have shared and what the hotel has shared.

 

In relation to the bed bug bites, please know that I have seen the pest control report. The room was inspected by a professional pest control inspector. They have determined bed bugs are not present in the room. While I cannot dispute whether or not you experienced bed bug bites. The hotel Management has exercised due diligence in confirming your room was not the source.

 

From your original e-mail, it was shared that you had difficulties with Jen at the hotel. After speaking with Management, it has been shared that there were some inappropriate confrontations between yourself and the hotel staff. They have advised our office that you exposed yourself at the Front Desk. CCTV footage supports this claim. In the video, it is clear you are showing your upper right leg. However, from my understanding, this was still an unsolicited action and is being viewed as inappropriate. When you called Jen up to your room, she advised there was a similar inappropriate incident there as well.

 

*** ******* we appreciate that you have the right to discuss your concerns with the hotel. However, the behavior exercised is not consistent with that of our valued SPG members. We would ask that you express your concerns in a polite and professional manner going forward.

 

We hope that your next experience with us is much more positive as well professionally courteous.

 

Best Regards,

 

******** *******

EXECUTIVE CONSUMER AFFAIRS

Previous Reply Follows: -----------------------

Dear *** *******

 

Thank you for taking the time to connect with the office of ****** ******, Chief Executive Officer for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Mr. ******, please accept our apology for your recent experience with The ****** Minneapolis.

 

We understand that you are upset over the what you faced at the hotel. From what you have shared, it appears that *** **** was out of line in how she addressed you. It also appears that there may have been bed bugs in your room. To add to that, when you were changed rooms, the closet was dirty. It is understandable as to why you would be upset by this.

 

*** ******, at this time we want to make sure this situation is fully researched. I have reached out to the management team at The ****** Minneapolis on this. It is my hope to better understand what happened from their perspective as well. From their I will return to you and we will resolve this matter appropriately.

 

I see you are a Gold Member with Starwood Preferred Guest. Your continued loyalty is greatly appreciated. Hopefully your next experience with us is much more positive.

 

Best Regards,

 

******** *******

EXECUTIVE CONSUMER AFFAIRS

Consumer Response:  
Complaint: ********

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,

****** ******

5/4/2016 Billing/Collection Issues
4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In short I have no access to my account. The longer version is my "account" became locked while trying to gain access under the number giving to me by American Express after they transferred "SPG points" over to SPG. Apparently this number is my SPG number but I'm not 100% sure. Anyways I called the number provided on the SPG website and was told I had to answer three security questions correctly before they would unlock the account. The first was what was my membership name. Well I know nothing about SPG membership except my points were transferred there. That's one wrong. 2nd question was how many points do I have. This answer I could have obtained but would need a couple minutes to log into my ******** ******* account to obtain. Nope, customer service didn't have time for that. Two wrong. 3rd question was the credit card name. Got that one correct. 4th question. What was my membership level? I told her I was new and didn't know what membership name or level I would have. That's three wrong, no access for me. ?? Are you kidding. Why would two security questions be about membership when I'm new to all of this?

Desired Settlement: I would like access to the account that is under my name.

Business Response: I have ensured that *** ********* account is unlocked. i have also personally called him and left a message to assist in verifying his account and following up with anything else he may require.


Best Regards,

Zachary A*****

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*********01  

4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family stayed at the ******** ******** ******** location from April 05th, 2016 and checked out today, the 10th. We were in town for the ********* *** ***** Convention where one of the main events is room to room buy/sell/trade. My husband started to become ill Friday morning with a runny nose, sore throat and the sweats. As we were standing in line this morning for the last event of the convention, one of the other participants was walking the line and showing pictures of mold that was visibly growing behind the couch in his room. At this time, several other people went back upstairs and checked their rooms. By the time it was done, there where 4 rooms confirmed with visible mold. My husband is allergic to mold and mold spores, so we instantly knew what his illness was and how to treat it. I took my husband to the front desk and spoke with Jeremy, the operations manager. He was not concerned that my husband was visibly ill. He just said that my husband should have had an allergy pill with him, and that we weren't in all the rooms so it was ok. This is not ok, as had I drove home to Phoenix, my husband would have had to spend 26 hours in the car not feeling well. In the course of the conversation, Jeremy asked what would it take to get us to go away. I thought it was only fair that he comp the room, and should I have to take my husband to the hospital, that they pick up the bill. Jeremy only offered one night and was very condescending about the whole thing. I just took the room and mentioned that I would call corporate. At that point, Jeremy knew that I would not be able to take care of this any further because corporate would just send be back to the hotel. That's exactly what they did when I spoke with Diane at the corporate number. She said that when I accepted the refunded, then the case was closed. The case was absolutely not closed in my eyes. I called the hotel back again and the manager that I was referred to was Jeremy. I am very concerned that Jeremy does not get how serious allergic reactions can be as well as mold. He mentioned that only one room had mold in it, in which we know of 4 confirmed people. I have no resolution either because Jeremy also seems to think that one night was not even to be awarded. I am stuck between corporate who wants to pass it back to the hotel, and a hotel that just doesn't care about the health of it's guests.

Desired Settlement: We were checked in for four nights, and the allergic reaction started on the second night. I will pay for one night in the hotel, but the rest needs to be refunded. Also, the whole hotel needs to be sprayed for mold as it is probably in the ventilation and drywall.

Business Response: Our offices have contacted **** **** to discuss her feedback and re-affirm our support for the hotel. 


The safety and well being of our guests remains paramount in all that we do.

Their guest room was inspected, and no mold was identified. This was confirmed by management and the guests during their stay. 

Other guests were encouraged by members within the group to report the same concerns in the interest of obtaining complimentary nights. All rooms in question were inspected, with no mold identified in any of the rooms reported.

The hotel management did refund one night to *** *** **** ***** solely as a gesture of goodwill. All further refunds have consistently been respectfully declined, as has the request for any medical expenses. We have encouraged them to follow up with their personal insurance provider regarding such matters, as is right.

The is the final position of both the Sheraton Indianapolis Hotel at Keystone Crossing, with the full support of the Executive Office for Starwood Hotels & Resorts Worldwide.

Thank you.

Zachary A*****

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*********67 

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, I just decided to count on BBB one more time as the last resource to get an issue resolved. Let's relate the story: I tried to book a room online from Feb 25th to March 4th 2017 at their ******** **** *** ** *** ** *******. I automatically noticed, I wasn't able to complete the booking because there was a portion of the reservation where either SPG or the hotel itself had blocked the availability for every kind of room. Feb 24th to Feb 28th was blocked off. Who is not familiar with these dates in Brazil, the Rio's Carnival takes place during these days and it is the busiest time of the year for Cariocas. It just took my attention that the whole hotel was booked for specifically these dates. So, I emailed the property directly on March 24th and after 5 days they replied indicating there was indeed availability and didn't know why it wasn't properly showing on the SPG website, she also provided me with pricing per room, etc. The employee said "it should be a glitch on the SPG's website" which I replied back saying that "if this was the case, please get with SPG customer service so they could reload the availability and no one else would experience the same problem I did". I also asked them to call me back so I could provide them with my credit card info in order to book the room since I didn't want to disclose the CC# over the body of the email. I never received a call from the property in Brazil. Based on the poor follow up, I decided to book part of the stay at ****** ***** ** ******(For those days that were blocked) and the other portion with Gran Rio Sheraton. The Hilton reservation is non-refundable. I decided to follow up again with customer service on March 30th since the issue hadn't been resolved over the website and the property was assuring me there was availability. This was when I spoke to Karen R**** a supervisor @ the customer service center. During our one-hour call, she asked me to forward her the emails I had with the property where they confirmed the availability and she would get back two me two days later with a compensation proposal since I was looking for some sort of compensation at that point. Let's add ****** * ***** ** ****** is about 20 miles away from the ******** **** *** so we would incur in transportation expenses while moving from one property to the other one plus the hassle of checking out at noon at Hilton and couldn't check back in at Sheraton until 3 pm. Since I was pretty much forced to book with a different chain due to SPG's "computer glitch", I asked them for some kind of compensation. Karen agreed to review everything and get back to me via phone within two days(on 04/01) where she would make a compensation offer. She didn't call nor email me advising she needed more time to get this settled. I called customer service on 04/04 and asked to be transferred over to Karen. She didn't take the call but told the agent she would call me right back. She failed to call or email me one more time. I followed up via email on April 5th where she replied saying "she would need more time to speak with someone at the property". Later on the same date, she advised via email she was able to get a hold of the property and she confirmed the availability and they were ready to take my payment. I'm not sure where the disconnection was... I clearly told her on the 30th I wasn't looking to book the second portion of the stay because I had already done so with other chain and couldn't cancel it.... I was solely looking for a compensation. She replied immediately offering 2,000 points..... Seriously?? I asked for 8,000 -10,000 points since this is the typical credit any other chain would have offered me to begin with. She agreed to credit my account with 10,000 point and they would be posted within 3-5 business days. Once 5 days elapsed, I followed with her one more time because points weren't posted as promised. She replied saying "I followed up on your points request and hope to have an answer by the time I start my shift tomorrow". I didn't receive any feedback from her the day after; it shouldn't surprise me after all, right? I followed up one more time and nothing has been said as of yet. I'm appealing to BBB because I don't think it should take that long for posting points nor I find acceptable the poor customer service I'm receiving. Hopefully, it will be settled sooner than later thru this platform. Thanks BBB!

Desired Settlement: I would like to receive the 10,000 points SPG agreed with. as well as an apology since the issue hasn't been resolved yet online.

Business Response: We do apologize to *** ****** for the challenges associated with his booking. Karen has assisted *** ****** 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***** 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*********65

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to add the following to the Starwood's representative comment:

1)The reason of this complaint hasn't been fixed yet nor Starwood has taken further steps to put everybody on the same page. The hotel keeps saying there is enough availability for the  dates in question when you contact them directly and just a possible SPG's website glitch could be the reason of such "blackout" from Feb 24th to March 1st 2017 on the company's website(according to them in email). It has been a month and no further action has been taken to fix the reservation system issue. The customer service in the U.S claims after my complaint that availability is exclusive for the hotel in-house reservation group, however this information isn't passed onto customers when they call customer service in the U.S trying to find out why there is no availability for those days, nor they offer to serve as a bridge between the customer in the U.S and the property in the event you would like to book. All they advise is "hotel is completely sold" which is not the case. LAME!!

2)If you read the sequence of the events I related in the original complaint, not just Karen but other employees as well as the property customer service fell short. I had to follow up multiple times and my emails were ignored. What you called "in a further gesture of goodwill by Karen" translated to hours of my personal time on the phone and email where I had to follow up over and over without the most appropriate resolution nor in a timely manner when one was offered.

3)I have record of the entire email chain between the property, Karen and I, that I could provide you with in the event you would like to seriously take care of the problem. 

4)Should you need up to 10 days to post the points in the account, I would like to see where in the emails Karen advised so. She also failed to mention this part of the policy. Her last email on April 12th stays "I have requested follow up on the 10,000 points and hope to have an answer by the time I get in office tomorrow at 03:30 EST. I will touch based with you as soon as I hear". I'm still waiting even when I followed up two days later..... nothing was said...... I was wondering if this is also a sign of further goodwill?

5)Certainly disappointing, customer would have to come to BBB in order to get a resolution in less than 48 hours from the time the complaint was submitted. WOW, way to go BBB. Thanks one more time!



Sincerely,

***** ****** 

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Guest #****** | Room #851 | ****** ****** at the Domain (3/8-3/9) Please accept this as a formal complaint and request for a full refund. When my wife + 2 young children arrived, the bell hops did not help me. Both sat around and watched me struggle with luggage. I then went and got my own luggage cart, started to load the luggage and pull it to the lobby. Items started to fall off, and the bell hops saw it, commented on it, but failed to help me. I had to go check into the hotel and leave my 2 kids in the car while I checked in. This is unacceptable and poor customer service, at best. The manager was made aware, and I was told I would receive a discount. The folio under my door was for the full amount, $218.49. Not only should I have received the pre-pay rate, but I also should have received an additional amount off due to the above. When I received the folio, it angered me even more than I was yesterday. I hereby request a full refund back to my credit card. Thank you.

Desired Settlement: Full refund

Business Response: Our office has contacted *** ********* to confirm a refund is being provided by the hotel management as requested. He has also requested a folio confirming the adjustments, which has been provided.

Consumer Response:  
Complaint: ********

I am rejecting this response because: Please email confirmation that the refund has been issued.

Sincerely,

******* *********

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint relates to Starwood Preferred Guest (SPG) points. On March 11th, I used 60,000 SPG points to transfer 75,000 to my wife's ******** ******** ********** account. SPG acknowledged the transfer, and indicated that it would take 2-4 business days to post to my wife's account. When 4 business days elapsed, I called and was told that they would look into it and would contact ******** ********. The representative also noted on the account that my wife has a different last name. I then called ******** ********, who indicated that it would take 7-10 business days. 10 business days elapsed, and the points had still not transferred. ******** ******** has no record of the transaction. I called SPG and they told me, for the first time, that the transfer must be to the identical name. Now my points are in limbo, and SPG refuses to refund the 60,000 points to me. In addition, I now have to book the flight that I intended to book with these flights using cash, and it will cost me significantly more than had SPG kept their word.

Desired Settlement: I would like the 60,000 points added back to my SPG account.

Business Response: We do apologize for any misunderstanding or inconvenience to Mr. Bender. It is absolutely true that the names on both the SPG account and Airline account in question must match. We do our best to make sure this information is clearly advised, and regret any discrepancy with respect to his transfer. The transfer has been voided, and the Starpoints in question returned to his SPG account.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I regret that I had to take this route, but thank SPG for belatedly addressing my concern.  I now understand the name-matching policy, but for future reference the policy is not at all clearly disclosed, either during the transfer confirmation process or on the pages describing the transfer mechanics.  I highly recommend a clearer explanation of this such as a window requiring you to click "OK" to a sentence clearly stating that the name on the SPG account must exactly match the name on the destination award account.

Sincerely,

***** ******

4/11/2016 Problems with Product/Service
4/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starwood is advertising rates that are stated to be government rates for hotel stays that are not from the fed rates posted o the federal hotel room rates websites, the Spg rates are significantly higher than the federal Govt rates. I believe that Spg posting these rates are at best misleading and possibly illegal. I have seen this trend at several high activity properties in key west, miami and Sanibel Florida , when informed of this false rate several properties changed the rate to the correct rate , but the key west property said words to the effect that the are a destination resort sand they can charge the rate they feel is appropriate. I believe if this is a corporate policy then there may be a issue of contractual policy violations and if they policy is a property policy, then it's a policy in which the military and federal government is not being properly treated or respected . This could be a class action issue of Spg continues to charge the incorrect federal rate

Desired Settlement: Adjustment of reservation to proper Govt rate and clarification of corporate policy

Business Response: The following was sent to *** ***** today:




Dear *** *****,

Thank you for submitting your concerns regarding the availability and pricing of government rates for our hotels. We appreciate the opportunity to review the feedback you have shared.

Please be assured that our government rates are in full compliance with all Government Services Administration requirements. I would encourage you to review the FAQ on the GSA website, found here.

Specific points which help in understanding the matter further include:


8. Can hotels refuse to honor the per diem rate to federal government employees and federal government contractors?

Hotels are not required to honor the federal per diem rates. It is each property’s business decision whether or not to offer the rate. Hotels also may or may not choose to extend the rate to other individuals, such as government contractors.

9. Is the hotel’s GOV rate the same as the federal per diem rate?

Hotels sometimes offer a "GOV" rate, which might be different than the federal per diem rate. If it is higher, you need to receive approval for actual expense prior to travel in order to receive full reimbursement. It is the traveler’s responsibility to know the federal per diem reimbursement rates, and should not assume a GOV rate is the same as the federal per diem rate. See the FTR Chapter 301, Subpart D-Actual Expense and follow your agency's guidelines.


Our hotel management teams retain the right to price their rates in what they believe to be the best interest of hotel operations. Pricing structures are created with the intent to reflect the competitive markets in which our hotels operate. I do apologize if you feel this is disrespectful to any individual or group. We value all guests and believe in fair treatment of all people. We adhere to a group of core values, which is the crucial foundation upon which we define ourselves as a company and ensure our position as the industry leader in service excellence.

We will decline to alter or modify any government rate structures within our hotels, but encourage you to reach out directly to any specific hotels to discuss questions or concerns which you may have.

Thank you.

Best Regards,

Zachary A*****

Consumer Affairs, Executive DivisioN

* ************ ******** ********* ***** ********* ****** * ************ *** ************ ***** ********** ************ ******** ****** * ******* *** ********* ********* *** ***** ********** ************

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I book the ****** ******* hotel on 2/25 on a pending points reservation. I was 8000 points short and 9000 points were being transfered in. Apparently, the reservation canceled before the points transferred in (no email or notice) and now SPG wants nearly double the number of points.

Desired Settlement: Get the original reservation finalized!

Business Response:

To whom it may concern, we have emailed the guest requesting further information in order to look into this further:

From: WP, Consumer Affairs
Sent: 22 March 2016 19:28
To:  ***** ********* 
Subject: Your previous reservation with the ****** ***** ****** ***** **** ***** ****** * ***

Dear *** **********

Thank you for taking the time to contact our Social Media team as well as the Better Business Bureau regarding your previous reservation with the ****** ***** ****** ***** **** ***** ****** * ***. We appreciate the opportunity to review this.

I was concerned to learn your feedback regarding the cancellation of your reservation. I understand how inconvenient it must have been when you learned that the Starpoints had not been transferred to your account thus leading to the cancelling of the reservation.

In order for us to review this further, I was hoping to see if you may be able to share the SPG number where the Starpoints were meant to be transferred from? This would be of great assistance to us.

*** *********, as one of our lifetime Gold members, I appreciate the opportunity to connect with you. I remain at your disposal and look forward to hearing from you.

Sincerely,

 
(Ms) Christine N******
CONSUMER AFFAIRS, EXECUTIVE DIVISION

3/22/2016 Advertising/Sales Issues
3/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed at this hotel this past weekend. I honestly will never stay here again. Checking in was a breeze and the associate at the desk was extremely nice. When I entered the room which mind you is suppose to be a club room but was located outside the elevators on the second floor. It was very small for a club room. Ever 20mins you had the pleasure of hearing the staircase door slam for all the impatient people who didn't want to wait for the elevator. I have stayed in many hotels and this was an extreme disappointment. Looking out the window of our room we had a horrible view of the lobby which the curtains didn't even block out the light from coming in the room. After I got home I decided to read the description of the room I paid for online. Now realizing after reading the online description of the room that I was not giving the correct room I was charge for. I book a club room which is suppose to be approx. 479sq ft. The room I stayed in was no where near this size. They basically charge me for a premium room and gave me a standard king room with benefits of the club room. That is not OK.

Desired Settlement: I would like to be reimbursed and be charged for the standard room I received. A standard room cost approx $170 a night. I paid $267 for a club room I didn't even receive.

Business Response:

From: WP, Consumer Affairs
Sent: 23 February 2016 19:05
To: Gina Aponte 

Subject: Your recent experience with the ******** ************ ******* **** *****

Dear *** *******

I hope this email finds you well. Your recent experience with the ******** ************ ******* **** ***** has been brought to our attention by the Better Business Bureau. Please accept our sincere apologies for the inconvenience caused by this.

It was concerning to learn that you were provided with a different room type than the clubroom you had originally reserved. We understand that many of our guests chose to reserve an upgraded room to avail of extra benefits such as additional space and club lounge access. I can appreciate the disappointment you must have felt at the time.

Our team have been in contact with the management and it’s my understanding that Jordan ****** Front Office Manager, has emailed you to apologize. She understands why you were not satisfied with the room type and I’m confident that she will follow up with her team to address this. As a gesture of goodwill, she will be posting 10,000 Starpoints to your SPG account. We hope you may use these to create new, positive experiences with us.

*** ******* as one of our distinctive members, we appreciate the opportunity to connect with you. I hope we’ll have the chance to welcome you back to stay with us soon again.


Sincerely,

 

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

Consumer Response:
Complaint: ********

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,

**** ******

Business Response: 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.

3/9/2016 Problems with Product/Service
3/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: when speaking to the central reservations office i made a reservation which i thought was for the 26th of march, after several attempts at correcting the reservation the agent still didnt correct the date on the reservation--- and i was charged $191.54 cents for a no call no show, it seems that no one at this property cares regarding this unfortunate event , and was told that it wasnt their responsibility, and that the charge is valid. I refuse to pay 191 for a issue of training to read a black and white chat long to make sure the reservation was made to the request of the customer. The Manager i spoke with was quick to say that it wasnt their fault but is it the fault of the customer who was planning on staying at the hotel for 4 days on another weekend? or is this just a scam to increase the bottom line by making fake reservations? Further when reaching out to consumer affairs it appears that they dont care that a customer is stuck in a screaming match between the property and the corporate office, it was told that there are processes? does that mean waiting well over 72 to have an issue resolved that could of been taken care of ASAP, versus never calling to resolve and close the issue. there really should be a need to change this outcome, it could of been taken care of and the property would of been 800-1000 ahead by a future reservation, just not quite sure how this helps the bottom line?? Please contact me if you feel you can correct the situation but i have no desire to stay at your hotel, furthermore i can dispute the charge with my bank, since i have a chat log to back up the dispute.

Desired Settlement: there really should be a need to change this outcome, it could of been taken care of and the property would of been 800-1000 ahead by a future reservation, just not quite sure how this helps the bottom line?? Please contact me if you feel you can correct the situation but i have no desire to stay at your hotel, furthermore i can dispute the charge with my bank, since i have a chat log to back up the dispute.

Business Response: I spoke with this guest on the phone after this complaint was opened. We discussed the matter in full. He is receiving a refund and this is being looked into internally as well. This appears to be resolved.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

Bryan P*****

3/4/2016 Billing/Collection Issues
3/2/2016 Problems with Product/Service
3/2/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stayed in ******** ********* and was given room with thin adjoining door and was extremely loud with inappropriate noises and I was traveling with a child I've tried contacting spy and they refuse to do anything about it.

Desired Settlement: Credit back the 10000 points

Business Response: Dear *** ********** Your concerns have come to us through the Better Business Bureau. Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with the Sheraton Universal Hotel. After reading your comments, I was concerned. From what I can see, your stay was interrupted by loud and inappropriate noises from the neighboring rooms. This certainly does reflect the experience one would have at a Sheraton hotel. At this point, I would like to discuss this with you further by phone. A voicemail was left for you with our contact details. If you did not receive those details, our office number is ###-###-####. Ms. Rosenberg, your continued loyalty is greatly appreciated. That is why I am interested in making sure this matter is brought to the most appropriate close. Hopefully your next stay with us is much more positive. Best Regards, Nicholas Sneider EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902

Consumer Response:  
Complaint: ********
I am rejecting this response because:
Enough talk more action I spoke on the phone with customer service on three different occasions.
Sincerely,

***** *********

2/29/2016 Problems with Product/Service
2/29/2016 Advertising/Sales Issues
2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my personal belongings the afternoon I checked in on January 25th, 2016. I checked in at roughly 1:00PM, went to the room and unpacked, leaving my laptop on the desk and then left the room. I returned to the room to drop off notepads and badge at 6:00PM. I did not check for missing items as I was only dropping items off. I returned at 11:00PM and my personal laptop ******** *** with sensitive personal, financial, and work materials), and backpack, which included other belongings, were missing. I reported this to the front desk and was informed that a lock interrogation would be done in the morning. I slept about 2-3 hours because of anxiety and stress keeping me awake. At 7:50AM, a lock interrogation was performed. A police report was filed roughly around noon with officer present. The general manager informed us that there was a suspected employee at this time and that the employee could not be reached, but should be returning to work in the morning of the 27th. That night, I slept sporadically, waking up throughout the night and watching movies to calm my nerves. At 5:00AM, I noticed a location update of my laptop, reporting the address to the hotel and police under the case number provided. I packed my belongings at 7:15AM, using a plastic bag to store some of the items that were originally stored in my backpack. At 9:00AM, there were no updates. I received a phone call from the detective assigned to my case at around 11:00AM. At 12:00PM, I asked the manager if the employee had come in. The employee had not. I, then departed the hotel to catch my flight. Since our meeting the day prior, I have not received any form of communication from the general manager. Upon arrival of my home at around 8:00PM, I called Starwood Resorts to file a complaint regarding the event (2*********44). After the call, I Google searched "******** stolen", comparing the results against "******** stolen". It appears that theft at Sheraton locations are more commonplace than at other brands. My laptop was purchased, and the purchaser, noticing the laptop was a stolen product, was able to contact me. The purchaser also notified me that the laptop is wiped, meaning my personal, financial, and work materials are not only lost to me, but potentially in the hands of a criminal. The point of this complaint is to address this issue, to encourage an investigation into the ******** and Starwood brands' hiring processes, including but not limited to background checks and to seek compensation for damages caused by ******** and Starwood's negligence regarding hiring policies and processes. No one should have to worry about their room belongings being stolen, especially when at a regional work conference. Throughout all my interactions with the employees, my situation was only addressed with a vocal "I'm sorry", without any actions taken. They are not fulfilling their corporate promise of providing or ensuring excellent customer service.

Desired Settlement: Please have Starwood Resorts and it's family branches remove all messages that claim a commitment or prioritization of customer service. These are misleading and numerous other accounts of guests having their items stolen at Starwood Resorts or it's family branches, including Sheraton, support this request. A response from the business, with resolution for the theft of my laptop and personal belongings, as well as intangible items, including but not limited to emotional distress, mental stress, loss of photos, videos, and voice recordings of loved ones both alive and dead, are also requested. Lastly, an explanation of changes in policy to minimize such instances from recurring.

Business Response: To whom it may concern, 


We have followed up with the Sheraton ********* Downtown Hotel and a resolution has been reached. The guest has confirmed his agreement and all parties consider the case closed at this time. 

Kind regards, 

Jess
CONSUMER AFFAIRS, EXECUTIVE DIVISION
STARWOOD PREFERRED GUEST EXECUTIVE OFFICE



2/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a 1-night stay at ****** ********* ***** on 12/26/15. The hotel room's plumbing system was unacceptable. The sink drained extremely slow, the water pressure for the shower kept going in and out to the point i was scared i would still be covered in soap if i didn't hurry up. By the time i was done with the shower (5-7 minutes), i was ankle-deep in water. The room was supposed to come with breakfast in bed, when I inquired, they advised me I needed to go downstairs for breakfast. Very unpleasant experience for a evening that was supposed to be about celebration. The services rendered were not as advertised and overall disappointed. Filed a complaint with SPG on 12/27, spoke with a manager who gave me the option between refund or 10000 spg points. I opted for the spg points. She advised it would only take 5-7 business days. I called back two weeks later, the individual I spoke with said 7-10 business days. Called back again 2 weeks later, they advised 3-5 weeks. I requested for them to just issue me a refund because at this point, i do not want to stay at anoter Starwood Hotel Property; they transferred me to someone's voicemail. Here we are in Week 6 and I still don't have any points on my account or a callback from the manager they transferred me to leave a voicemail.

Desired Settlement: I would like a refund of my money. There are two other hotel chains I can stay at that provide better service than this.

Business Response: Dear *** ********* Through our internal channels, your concerns with the ****** ********* ***** were forwarded to my attention. We appreciate the opportunity to address the feedback you chose to share through the Better Business Bureau. 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. *** ********, 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***** 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*********15

2/24/2016 Problems with Product/Service
2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have asked Starwood whether they provide funds to ******* ********** ** ******* ***** as a charity. This is important to me as a consumer as I would like to avoid this. It is not evident on their website yet I have been told they have. I have emailed them, and they have told me to call their public relations office. I have tried this twice and they keep telling me to call the office. No one has reposed to my inquiries. It just keeps going in a circle. I thing they are trying to give me the run around. All i want to know from them is whether they do provide funds to **** As a consumer, I should know where my moneys are being sent by companies in the form of charitable donations.

Desired Settlement: All i want to know from them is whether they do provide funds to **** So far they are refusing to provide me with a an adequate answer despite my emails and telephone calls.

Business Response: Dear *** ********, Thank you for taking the time to write to Starwood Hotels & Resorts Worldwide, Inc., regarding Starwood's purported support of ******* **********. Starwood does not make philanthropic donations to ******* **********. Any statement to the contrary is a misrepresentation of fact. We regret any erroneous information you may have seen regarding Starwood's practices in this regard and we look forward to welcoming you as our guest in the future. Sincerely, CONSUMER AFFAIRS, EXECUTIVE DIVISION GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT 06902

2/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 31, 2015, USING THE CORRECT USERNAME & PASSWORD, I unsuccessfully attempted to login to ***************** (several times) and Interval International to transfer my 2015 vacation week. Unsure as to why I couldn't access the site, I called SVO's customer service number only to find that they had closed early. I tried to login once again to no avail, and decided that I would call back the next day to explain the issue and get assistance. I called back on January 1, 2016 to find that they were closed for the holiday. I called again on January 2, 2016 and was finally able to speak to a representative. On January 2, 2016, I spoke with a SVO representative that told me that my 2015 week was automatically deleted from the system as of January 1st, and that there was nothing that they could do. I explained that I couldn't transfer my week due to TECHNICAL ISSUES WITH THEIR SITE and that I would like her to connect me with a supervisor. I spoke with Diana, who introduced herself as a supervisor and proceeded to ask me a lot of questions about the day and time that I attempted to login to the website(s). After collecting that information, she stated that she would review my account and get back with me in a couple of days as to whether or not my week would be restored. On January 6, 2016 I received a call from Diana stating that there was nothing that she could do about my lost week. I explained to her that I have spent thousands of dollars with Starwood for this time and it is not fair, ethical and shouldn’t be legal for them to take my week when it couldn’t be transferred due to an issue with their system. She offered nothing further, simply that there was nothing that Starwood was willing to do to for me. I asked to speak with her supervisor. She advised me that he would only tell me the same thing, but that she would have her supervisor call me back within a couple of days. On January 14, 2016 I spoke with Jonathan A**** supervisor for resolution services with Starwood. Jonathan basically echoed Diana. Telling me repeatedly that there was nothing that Starwood was willing to do to restore my lost week, that the only way to restore my week is to take time away from other owners. I advised him that I would not want time taken away from other owners, just as I don’t want my time taken away from me. I explained to him as I did with all the other representatives, that this was not my fault, and that Starwood should take responsibility for the issues with their site …I SHOULDN’T HAVE TO SUFFER BECAUSE OF ISSUES WITH THEIR SITE (which I was now able to log into, while we were on the phone, using the same username and password that I’ve always used). Jonathan said that there was nothing that he would do; and he meant NOTHING! Being tired from all the back and forth with Starwood, I asked if Jonathan would just be willing schedule a week within the Starwood network for me, or to apply a credit to my account or offer Starpoints… or ANYTHING, only to be met with NO on every possible solution that I was willing to settle for. I explained to Jonathan that my week was taken due to no fault of mine. Although I did wait until the last minute, I followed Starwood’s protocol for transferring my week and due to issues with their Website, I’m the only one losing here. He didn’t seem to care one bit. Only regurgitating that Starwood would not do anything. I asked for his supervisor, and he told me that he would only tell me the same thing, and gave me a direct number to his supervisor, Glenn W*******. Being very upset I ended my call with Jonathan and immediately called Glen W*******. I left a message explaining the situation and that I would appreciate a call back ASAP. Glen never called. I’ve called a few more times since then and left other messages explaining how upset I am and that I really need to talk with Glenn. Today is January 29, 2016...Not Glenn or anyone else from Starwood has ever called me back. I am a hardworking mother that bought into Starwood with the hope of creating wonderful vacation memories with my family. I do not have money to throw away and I don’t have the time, energy or resource to fight with a large company like Starwood, and they have taken advantage of that. My last few experiences with Starwood have been horrible. Issues with being moved from room to room because of scheduled maintenance, items being stolen from my room, rooms with issues such as no hot water and leaking refrigerators, broken promises of Starpoints being deposited, yet never received. And through it all, Starwood has continued to take my money every month like clock-work and bill me for maintenance fees. It has gotten to the point where I am paying for terrible experiences, lies and now literally nothing, as the week that I paid for was stolen from me. I have spent an entire month on the phone with smug representatives that have never had any intention on resolving this issue with me. If you value your time, money and peace of mind, I would not advise anyone to do business with this company.

Desired Settlement: I would like the week that I paid for restored so that I can transfer it via Interval International and spend my 40th birthday abroad as planned.

Business Response:

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******

Consumer Affairs, Executive DivisioN

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have previously contacted the hotel (*** ***** **** ***** about which this claim results at least 3 times. I spoke to Virginia about this situation when I was checking out of the *** ***** **** **** on 12/12. However, my **** ** ******* **** card statement shows to separate charges for the same room: a $7,160.85 charge was made to my Visa card on 12/11 by hotels.com and a $3476.08 charge was made by *** on 12/3, for the same villa. I was told several times that *** ***** would refund me the $7,160.85 however I have yet to see that credit come through. In sum, the villa I was staying in had air conditioning issues. I called the front desk on the first day of my stay to indicate this. Since the front desk manager told me there was no availability to book a similar room (during a conversation we had during one of my first days on-site), I jumped at the possibility of doing so when I saw the same type villa listed on hotels.com (after that conversation). I then packed everything up and went to the front desk with my luggage in an attempt to check out of that villa and into a villa with a working a/c. After doing so, the front desk manager was able to get the a/c working in the original villa, and therefore checked me back into that one. But again, I was told that I would be refunded that second ($7160.85) charge. Hence, I ask that you process and/or work with Hotels.com to process a refund of the $7,160.85 charge that was made on 12/11 since the one room stay was paid for with the $3476.08 charge that was made to my Visa on 12/3. Thank you. Regards, ****** ****** ###-###-####

Desired Settlement: Please see narrative above.

Business Response: Dear Ms. ******* Thank you for taking the time to connect with the Better Business Bureau. Through our channels with them, your concerns have been brought to our office's attention. Please accept our apology for your recent experience with The *** ***** **** **** Resort.   We were sorry to read of the issues you had with the air conditioning upon your arrival to the resort. The impact on the beginning of your stay is certainly understandable and not the uncompromising service we expect you to have a *** *****.  In regard to the billing for the hotels.com reservation, we are happy to read the hotel was willing to work with them for a refund.  Any refund, traditionally would come directly from hotels.com as they were the organization to charge your credit card.  That said, we have connect with Richard S********, General Manager, at The *** ***** **** **** Resort to request his review of your feedback and to arrange for a connection to discuss your concerns.   Ms. ******* we would like to take this opportunity to welcome you to Starwood Preferred Guest.  We look forward to hosting you for many bespoke stays in the future.   Best Regards,   Richard B*****   Executive Consumer Affairs Guest Experience Intelligence   T ###-###-####  F ###-###-####   Starwood Hotels and Resorts One Starpoint Stamford, Connecticut 06902 f:2*********24

1/27/2016 Problems with Product/Service
1/25/2016 Problems with Product/Service
1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was literally ripped off and physically abused at the * *** *****, and Starwood failed to make it right through a refund of the $900 paid for the VIP table and by firing their security staff hired through CSC. Even another Google review alleges extremely rude security staff. They clearly have an attitude problem. The security guard ripped off my wristband, while I was merely sitting in the VIP area. He then asked me to go outside, slammed me on the ground, leaving bruises all over me, then handcuffed me and turned me over to the cops for "public intoxication", even though I was only outside in public because he asked me to go outside, and nearly everyone there was drinking, and I was just fine clearly, because I was hearing and responding to his requests until he asked me to leave and I refused because there was no good reason to leave my friends at the party.

Desired Settlement: Refund of the $900 my group paid, because it ruined my group's night and memories, plus CSC fired from working security at their events for their failure to make it right too.

Business Response:

To whom this may concern;

Our team originally received this as a review on the BBB website where the hotel name was not specified. The following email was sent:

Dear *** ********

I hope this email finds you well and that you’ve had a wonderful start to your day. Through the Better Business Bureau, your experience with one of our distinctive destinations has been brought to our attention. Please accept our sincere apologies for the disappointment caused by this.

Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further.

*** ******** I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.

Sincerely,
 
 
(Ms) Christine N******
CONSUMER AFFAIRS, EXECUTIVE DIVISION

The guest responded at the same time as we received this complaint. As a response to this, the following response has been sent to the guest:

Dear *** ********

Thank you for your quick response and for confirming which hotel this is in reference to. I’m very sorry to learn of the circumstances described and the lack of follow up from the hotel.

As of the 15th of December, 2015, the * *** ***** is no longer apart of Starwood Hotels & Resorts. Inc. As such, I would encourage you to contact the new management directly. For more information and for contact details, please visit the following link.

*** ******** I hope that together with the hotel you may be able to resolve this amicably. We look forward to welcoming you back to one of our hotels in the near future.

Sincerely,

Chris

(Ms) Christine N******
CONSUMER AFFAIRS, EXECUTIVE DIVISION

Consumer Response:
Complaint: ********

I am rejecting this response because: As mentioned * *** *****, which WAS a part of Starwood as of October 31st, 2015, and I've been trying to get a responsible resolution since then. This has been incredibly frustrating and just want someone to step up and make it right for once and for all.


Sincerely,

**** *******

Business Response:

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 17:54
To: '**** ********
Subject: RE: Your experience with the form W San Diego

Dear *** ********

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.

*** ******* have a pleasant day ahead.

Sincerely,

Chris

(Ms) Christine Ni*****

Consumer Affairs, Executive DivisioN

1/20/2016 Problems with Product/Service
1/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On December 26, 2015, I called Starwood Hotels to book a stay at the Starwood owned ******** **** Hotel. I am a Starwood Preferred Guest member through the ******** ******* credit card. When booking on this date of December 26, 2015, for a stay during the dates of September 4 - September 10, 2015, Starwood's website and ****** app offered a Starpoints redemption at the rate of 8,571 Starpoints per night. Based on this offering, I had enough Starpoints to redeem for four nights, and would therefore quality for Starwood's promotion of getting the fifth night for free when you redeem points for four nights. I called Starwood to book, and I was told by the Starwood Customer Service Representative that, regardless of what the Starwood App and Website stated, it would be a total of 10,000 points per night. Thus, I was only given three free nights for my booking. I booked the stay, wanting to reserve the room and knowing that I would call to speak with a manager to follow up. The agent told me I would need to provide a deposit to hold the room. I asked the agent how much I would be charged and she stated I would be charged just the fee for one night at $211.33. Today I have checked my credit card account and have verified that I was in fact charged $265.88 despite the agent stating that I would be charged $211.33. The agent provided me with false information and then charged my account for an amount other than the amount she stated would be charged. The second issue concerns the rate of Starpoints. As I stated above, the advertised rate of Starpoints to redeem for this hotel on the day I booked was 8,571. I told the representative I could show her the rate because I took screen shots and saved the pictures. She refused and stated that the point redemption was only 10,000. Today, December 28, 2015, I have once again checked the Starwood App and Website, and the number of Starpoints for redemption for the exact dates of my stay went down even further. As of today, the point redemption is listed at 8,333 per night. Once again, I have proof in the form of screen shots and pictures. This date, December 28, 2015, I called and spoke with another customer service representative of Starwood and requested to speak with a manager when I was told she could not honor the rate. I was put on hold and a Supervisor eventually came to speak with me. This supervisor again stated it is only 10,000 points per night to redeem at this hotel. He tried to tell me that the number I was seeing represented an average of points required to redeem during my stay. I told him I had the correct number of points at that rate to stay for four nights on points with the fifth night for free. I attempted to ask him several questions because I did not understand how 8,333 could represent an average if what he is claiming is that each night is 10,000 points and no less. He got angry and refused to answer my questions. Furthermore, if the number of Starpoints represented for redemption for the particular hotel went down from one day to the next, as represented by Starwood itself, how could the "average" decrease if the number of points required for redemption stayed the same. I asked the representative "supervisor" several times for assistance and to explain these circumstances. He became defensive and angry and quite abusive over the phone claiming I did not want to hear him despite the fact that I kept asking the questions that were not being answered. I had two very poor customer service experiences on this one matter. The first issue being told I was being charged one amount and then being charged a different amount . The second being the refusal to assist by the Supervisor. In addition, Starwood is representing, offering and advertising one rate of point redemption and then luring customers into a higher redemption. The point values for the same dates of the stay went down from one day to the next. Starwood represented that it would be 8,571 points to redeem. Two days later they represented it would be 8,333 to redeem for the same stay. However on the phone they required me to use 10,000 points to book my stay and did not provide me with a fair experience.

Desired Settlement: I want Starwood to honor the point redemption as is advertised and offered. If not I would like as a gratitude the appropriate number of points to modify my stay so that I may redeem my four nights with points and receive the fifth night for free. I would also like Starwood to file a formal complaint as concerns the representative that falsely told me I would be charged $211.33 and instead charged me $265.88.

Business Response: Dear *** ***** Thank you for taking the time to connect with the office of Helen Horsham********* Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Ms. Horsham********* please accept our apology for your recent experience with the **** ****** ***** ***** After reading your comments I was greatly concerned. From what I understand you had attempted to book the hotel online and the website was giving you incorrect information on the amount of Starpoints to be used. To add to that, there was misinformation given to you by one of our Customer Contact Center associates regarding a deposit. When booking the **** ****** ***** ***** the hotel is a Category 4 and would require 10,000 Starpoints per night with the fifth night free (a total of 40,000 Starpoints). The fact you have found a different rate from that online is concerning. If you would please forward your screenshots to us, I would be happy to look at that. Although I cannot guarantee that we will honor those rates you have found, it would help determine what the problem is. Please know that I will be reviewing the reservations you have made to determine where the miscommunication came from with our associate. Please allow me some time to look into this. Once I have a full scope of the issue, I will come back to you and resolve this in the most appropriate way. *** ***** I see you are a new Starwood Preferred Guest member and would like to welcome you to our community. I certainly your next experience with us is much more pleasant. Best Regards, Nicholas S****** EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, On 12/22/2015 I received horrible customer service after calling ###-###-#### while attempting to contact, Four Points by Sheraton, Fort Myers Airport at ***** ******** *** S Fort Myers Florida, 33913. I work for a large Corporation and I am supposed to be taking a training class at a conference hall there from 1/18/2016 to 1/22/2016 put on by ******** ********** *********** out of Fort Myers. My company uses a travel website to make flight and hotel reservations and through that website it stated that the hotel had no available rooms. I was calling to confirm if that was correct or if they had rooms reserved especially for people who might be attending the training conference there. I made a first call there and someone picked up the phone and said, please hold before I was able to say anything, and so 15 minutes later I hung up. I figured they were very busy or something, no big deal. I called back approximately 2 hours later and said I wanted to confirm if there were any rooms available for the dates I specified above since I would be attending a conference there during those dates. The response I was given was a very large sigh with an annoyed "hang on", I was put on hold and 30 minutes later while still on hold I hung up. I called right back to see if they had forgot about me or what was going on. This time when the person answered I told them that I had been on hold for extended periods of time twice and asked them again if there was anything available to an immediate response of " We Ain't Got Nothing" and then hung up on. It's sad to see that Four Points by Sheraton does not want my business. I am disappointed that I even have to go there to attend this training conference. A rude unprofessional staff is a great way to loose a customer for life.

Desired Settlement: An explanation and an apology.

Business Response: The following email has been sent to Mr* ****** regarding this matter: Dear Mr* ******, Thank you for connecting with the Better Business Bureau regarding your experience with the Four Points by Sheraton Fort Myers Airport. We appreciate the opportunity to review the feedback you have shared. I am sorry about the difficulties you had booking reservations for the hotel. I have shared your comments with the General Manager to review. The conduct you have reported is absolutely inconsistent with what is expected of hotel associates, and they will be following up internally. I am certain all appropriate steps will be taken to ensure guests are treated with respect. Regarding hotel availability, there does appear to be rooms for the dates you’ve requested. I can also see the hotel does offer a rate for NIC LLC, which I believe aligns with the purpose of your travel. I am not certain if you are restricted to only booking through your website. However, you may wish to contact our Four Points by Sheraton reservations team to request assistance in booking for your conference. Reservations can be reached at ###-###-####. I hope that despite the challenges, you will reconsider and be able to stay at the hotel. Mr* ******, we do appreciate your business. I would also encourage you to check out www.spg.com to make the most of your stays with us as a Starwood Preferred Guest. If you have any other questions or concerns, please feel free to connect. Best Regards, Zachary ****** 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*********50

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *******'s website went haywire and booked a room for a date I did not request (AT ALL ). ******* called the hotel within 10 minutes of the reservation being made. The hotel would not issue a refund.

Desired Settlement: No services rendered , no price to pay !

Business Response: I have connected with this guest as the hotel information was missing. As this reservation was booked through a third party we were not responsible for the booking or the subsequent charge from them. I did obtain the hotel information and will follow up with the hotel as a courtesy with no guarantee of a the outcome the guest is seeking as the charge came from the third party not the hotel in question.

12/18/2015 Problems with Product/Service | Complaint Details Unavailable
12/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I reserved a room at the ***** ****** ****** Hotel online. The website said I was eligible for a discounted rate or preferred rate, or something like that while I was reserving the room. The reservation was for the weekend of Dec 11, 12 2015. There were **** threats against *** ***** ******. My wife decided to cancel the trip. I cancelled on December 19, 2015 and was told I was being charged full fare for the room because it was beyond the cancellation date. i was charged $1007.19. I called customer service and they took my complaint. I was told it said on the website this was a special fare and it was not refundable. In summary I feel the website lures you into these special rates, even if you are not looking for them. They enticing you and then they stick it to you. I have been staying at ******** Hotels for years and have never had an issue. These business practices are unethical. I didn't expect this from the ******.

Desired Settlement: I would like a refund.

Business Response:

From: WP, Consumer Affairs
Sent: 25 November 2015 14:16
To: ******* ***** 
Subject: Your reservation with the ****** *** **** at ***** ******

Dear Mr. *****,

I hope this email finds you well today. Through the Better Business Bureau, your reservation with the ****** *** **** at ***** ****** has been brought to our attention. I appreciate the opportunity to review the feedback you have shared.

I was sorry to learn that you chose to cancel your reservation with the hotel. Given the events of recent weeks I can understand your s and your wife’s wish to be cautious. However, I can assure you that ******** is providing security-related guidance to all of our hotels globally, refreshing our associates’ training, and have increased our threat preparedness levels, where appropriate. We continue to maintain regular communications with law enforcement agencies and will be vigilant in taking all appropriate measures to ensure the safety and security of our guests and associates.

Having reviewed the details of the rate you reserved, we can see that our website clearly states that it is a non-refundable as well as prepaid reservation. This information was also included in your confirmation email. However, it’s my understanding that the hotel has made an exception and cancelled your reservation free of charge. Please allow 5 to 7 business days for this refund to reflect on your credit card statement.

Mr. *****, as one of our preferred members, we appreciate the time you have taken to bring this to our attention. I hope we’ll have the chance to welcome you back to stay with us soon.


Sincerely,

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year, for my brothers funeral, we stayed at the ******** **** * ***** **, ******, ** *****. The laundry room was out of service. We were given a dirty room and was refused cleaning service. The manager there said she would give me a two night free stay to make up for the horrible experience. She handed it over to the clerk, he said that it was all taken care of, just go to the "spg" website and my free stay would be in there. I tried to "use' my free stay yesterday and to my dismay was told that it was never given to me. I made a few phone calls and was told that I needed to get in touch with ******** (listed above) and discuss it with them. I was told by the night clerk that the original manager was no longer there, but that the "new" manager would call me back first thing this morning and he would take care of me. Again, to my dismay, NO phone call.

Desired Settlement: I would really like to receive my "2 free nights stay", maybe more for this huge inconvenience. It cost me time and money today, not being able to use what was promised to me.

Business Response:

From: WP, Consumer Affairs
Sent: 20 November 2015 18:19
To: ******* *******
Subject: Your recent experience with the ******** ****** Hotel & Suites

Dear Ms. *******,

I hope this email finds you well today. Through the Better Business Bureau, your stay with ******** ****** Hotel & Suites last year has been brought to our attention. Please 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 room. When travelling for such an important occasion, I can understand your disappointment. May I also take the opportunity to extend our sincere condolences for your loss. Allow me to assure you that this is not a reflection of the high level of service we can offer. I hope you will accept this as an exception, not the rule.

It is my understanding that Pierre A********, Front Desk Manager, has been in contact with you to apologize for the experience you had. Whilst researching this, he noticed that 3,000 Starpoints was posted to you in 2014. This would be equivalent to 1 weekend night in this hotel. In addition to this, he will also be posting 4,000 Starpoints which would be equivalent to 1 weekday night at this location. Please allow 5 to 7 business day for these to be accessible for you. The 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. *******, as one of our preferred members, we appreciate the opportunity to connect with you. We hope you will enjoy using these Starpoints to plan your next escape with us. It would be our pleasure to welcome you back to one of our distinctive locations.

Sincerely,

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

Consumer Response:
Complaint: ********

I am rejecting this response because: by the time the "new points" add to my account the first set of points will expire.  When I tried to explain that to the manager that called me,  he did not appear to understand that.  I also tried to explain to him that the closest ******** hotel nearest to me was SLC that takes 7000 points per night.  I also explained that the previous manager said I would get a 2 night complimentary stay iny hotel that spg covered.  I tried to explain what he was trying to give was useless to me and is not what was promised.  The only thing he apologized for was not getting back to me when I had called and left a message and admitted that he was returning the call due to the fact that I made a BBB complaint.  This is bad business and horrible customer service.   If you are truly trying to make things right,  I would rather get a phone call from corporate then him again.  I was pretty upset after his phone call.

Sincerely,

******* *******

Business Response:

From: WP, Consumer Affairs
Sent: 24 November 2015 19:11
To: ******* *******
Subject: RE: Your recent experience with the ******** ****** Hotel & Suites

Dear Ms. *******,

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******

Consumer Affairs, Executive DivisioN

 

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made reservations for a one night stay in a Traditional King Deluxe room at the ****** ***** *** through Starwood Preferred Guest services. I checked into the ****** ***** *** on the evening of Friday, 10-30-15. I was issued a key for room **** and maybe an hour into my stay my husband who occupied the room with me suggested I call maintenance as the commode was running over and needed to be shut off. I called down to the front desk to advise them of the issue and a maintenance worker was sent up to resolve the issue. A couple hours later my as my husband and I were preparing for bed we decided to turn the room AC on and heard a loud rumbling noise coming from the vents (have audio) that we thought would pass but never did. We tried to watch a little television as we were drifting in and out of sleep, however, the television display was extremely skewed (have pictures). The next morning I called down to make the front desk aware and was referred to the Regional Pricing/Revenue Manager who was very rude to me. He was upset that prior to notifying them of yet another issue that I called Starwood Preferred Guest whom I established the reservation through and am a Gold Member with. He told me the purpose of having a phone in my room was to notify them (The ****** staff) of issues like this. I advised this gentleman that after notifying them of the first issue the problems persisted as to why I reached out to Starwood for resolve, it was not personal. While I had him on the line I made him also aware of the torn up carpet in the room etc. He offered to move me to the Executive floor for nearly twice as much as what I already paid for my inconvenience. Basically, for my trouble I can enjoy the inconvenience of moving to another room for a lot more money since my husband and I were "initially" planning to extend our stay previous to experiencing the said issues with our room. I graciously declined the offer and advised no special treatment was needed, another Traditional King Deluxe room would suffice, however, the manager was not willing to honor my initial rate not even for my inconvenience and I decided it was best that I checked out. I am thorough disappointed as my husband and I have stayed at the ****** ***** *** and ****** ******* combined probably about 10 times this year if not more and never once sought a refund of any sort or raised an issue. This is a true disappointment and I wish to be contacted for a full refund as neither the ****** nor Starwood cared enough to resolve this issue for me during my call(s) to them.

Desired Settlement: I would like a full refund to my ***** account ending in **** for the amount of $186.37 charged by the ****** ***** ***.

Business Response:

From: WP, Consumer Affairs
Sent: 18 November 2015 16:59
To: ******* ********
Subject: Your recent experience with the ****** ***** ***

Dear Ms. ********,

I hope this email finds you well today. Through the Better Business Bureau, your recent experience with the ****** ***** *** has been brought to our attention. Please accept our sincere apologies for the disappointment caused by this.

I was very concerned to learn of the issues you experience with various facilities in the room. There is an established procedure in place to ensure that our housekeeping staff detects such items prior to making the room available. I’m sorry to learn that this was not your experience and to see how our colleagues interacted with you. Please allow me to assure you that this is not a reflection of the high level of service we can offer. I hope you will accept this as an exception, not the rule.

The hotel has shared with us that they have been in contact with you and come to an amicable resolution with you. May we kindly ask if this is correct? If not, please do let me know and it would be my pleasure to assist you further.

Ms. ********, as one of our esteemed Gold members, I appreciate the time you’ve taken to bring this to our attention. We look forward to welcoming you to another of our hotels in the very near future.

Sincerely,

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starwood forfeited my 50,247 points without notifying me via mail or email, and deactivated my account without any notification either. According to the general hotel and airline industry standards, merchants normally communicate with consumers to give them a heads up regarding the expiration of the points. If Starwood does not follow industry standards, they should emphasize such a difference, instead of embedding the important information in the fine prints.

Desired Settlement: I'd like to have the full points restored back to my account. In addition, I'd like to urge Starwood to adopt a business practice to notify customers of the expiration of the points, in stead of quietly forfeiting the points which has monetary value.

Business Response: Dear Ms. ****, Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, Inc. Through the Better Business Bureau, your concerns have been brought to our attention. Please accept our apology for your recent experience with the forfeiture of your Starwood Preferred Guest Starpoints. We are sorry for the disappointment you have shared and your feedback is understandable. On your behalf we have reviewed your Starwood Preferred Guest membership and the Customer Service file opened on your behalf. Whilst we fully appreciate your concerns, we must operate within certain guidelines to ensure all our guests are treated equally. In view of your continued disappointment, your concerns have been reviewed. Although we appreciate your sentiments, we consider that the gesture of half your Starpoints return is fair and reasonable. Respectfully, the terms and conditions of the Starwood Preferred Guest program do clearly state what happens at the expiry of an account and these were agreed to by yourself at the time of joining SPG. Ms. ****, we have shared your feedback with the appropriate teams within SPG for future consideration on program enhancements. We do look forward to extending a warm welcome to you on your next stay with us. Best Regards, Richard B***** STARWOOD PREFERRED GUEST EXECUTIVE OFFICE GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS *** ********* ********, CONNECTICUT ***** REFERENCE# ************

11/10/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 16th, I received an email asking me to register for a new member bonus with the Starwood Preferred Guest program. The promotion offer said to register by August 31st and complete one stay and earn a free night and with a second stay you could earn a second free night. Both stays need to have been completed by September 30th, 2015. My husband and I registered my account for this promotion and completed both stays at an ***** hotel on 9/2/15 and 9/10/15. Towards the end of September, I requested a chat with an SPG customer service rep to ask when I would be credited with the free night awards and was told that I had never registered for the promotion. I never received a registration confirmation email for the promotion, but was never informed I would need one. When registering, I believe I was forwarded to a page that thanked me for the registration, but never received an email. We did indeed register, and at no point did any SPG rep even consider that it was a technical issue on their end. The promotion offer email says nothing about needing to receive a confirmation email. The lady we chatted with transferred us to her manager, Jill H*****, said we would be emailed by someone within 6 business days. We were never emailed with an answer or reason why and even had to call over two weeks later to get a response. After 8 business days, we called as we had not been responded to within 6 days. The representative we spoke to said they would contact the global marketing team in charge of the promotion and that we would receive a call within a week. After going more than a week without receiving a call, we called SPG customer service and they said that there is no way they could honor the promotion because we had not registered, which we in fact had, and that we would not receive any free night awards. After speaking with the weekend manager, which may have been Jill H***** again, she forwarded me to Richard L****'s voicemail and informed me we would hear from him within 24 hours. This was on October 10th. We finally got a response on Tuesday, October 13th again informing us that because we had not registered, we would not receive any awards. We had asked for the two free night awards or a refund for the nights we stayed at the ***** hotels as we would have stayed at another hotel offering better value, but was not given a refund either. Richard said he had tried to retroactively enroll us into the promotion, but because it had ended, he could not. We first contacted SPG in the beginning of September when the promotion was still running, but no one offered to try to do this. I responded to his email listing a number of complaints about the timeliness of the responses from SPG customer service, and complete lack of response in some cases, and asked for his opinions on why we were not responded to and he has not even responded to that email. Every single time we contacted SPG customer service, we were given the run around saying it was a marketing issue, or you needed to speak with a manger, etc. Every time we completed a chat or phone call, we were told we would be contacted within a certain time period and every single time we were never contacted within that period or even contacted at all in most cases. Even the managers of customer service failed to contact us in a timely manner or respond to any further concerns. My husband enjoys SPG Gold status on his account and says every stay he has at SPG properties is enjoyable, but the customer service team is less than enjoyable and does not meet the standard of the hotel.

Desired Settlement: I would like to receive the two free night awards I earned by registering for the new member bonus promotion or a full refund of the two nights stayed at the ***** hotels on 9/2 and 9/10. I would also appreciate timely response and resolution to this matter.

Business Response: The following response was emailed directly to Ms. ******* using the email address associated with her Starwood Preferred Guest Account: Dear Ms. *******, Through our internal channels, your concerns regarding the Kick Start Promotion with Starwood Preferred Guest were brought to my attention. We appreciate the opportunity to review the information you have shared through the Better Business Bureau. It’s disappointing to learn of your feelings and the length of time it has taken to resolve this matter for you. We want every guest to feel valued and rewarded through our program, and regret this is not the case for you. In review, we have been unable to find any record of your enrollment in the promotion. Email confirmations are sent upon enrollment to SPG accounts opted in to receive email alerts. From what you shared, you did not receive any email confirmation. While we can speculate as to why this happened, it does seem evident that the enrollment process for this promotion was not completed. You completed stays at the ***** ***** for which services were provided accordingly. We will respectfully decline to provide refunds for your stays. We will also respectfully decline to provide the free night awards in this case, based on the investigation completed into this matter. However, I will be depositing 4,000 Starpoints into your SPG account as a gesture of goodwill for the delays in communication with you. This is equivalent to a complimentary night at the ***** *****, or any equivalent category hotel within the Starwood Preferred Guest Program. These will be deposited within 10 business days. Ms. *******, we do appreciate your husband’s loyalty as a Gold elite member of Starwood Preferred Guest, and your newfound enrollment as well. We do hope these Starpoints contribute towards a positive experience in the future, and look forward to welcoming you. Best Regards, Zachary A***** CONSUMER AFFAIRS, EXECUTIVE DIVISION T ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T ###-###-#### FAX ###-###-#### GUEST EXPERIENCE INTELLIGENCE STARWOOD HOTELS & RESORTS ONE STARPOINT ********, CT 06902 REFERENCE: ************

10/17/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I are loyal SPG members. We recently earned a free night to any Sheraton Hotel. We tried booking our room a the 4 Points Sheraton in ********* but learned that it is not technically a Shearton Hotel and we could not use our free night there. I found this to be very misleading and asked to speak to a supervisor. After quite a long hold I spoke with supervisor Karen R*** who asked us to forward her our email reward and that she would look into it. Karen advised she would contact us in an hour or less and she did NOT. I sent s follow up email and did NOT get a reply. Finally, after waiting nearly 2 hours I called support and waited for over 40 minutes. The gentleman I spoke with said Karen was busy and that she would send us an email not a call as she originally promised. This was unacceptable and I told the representative I was going to right the BBB to complain about his and Karen's level of service. When I asked for his name he proceeded to say he did nothing wrong and hung up on me.

Desired Settlement: I would like to receive my free night at the 4 Point Sheraton hotel. The free night advertises any Sheraton Hotel and does not have any print saying 4 Points By Sheraton is not valid. The bottom of the email even includes a logo for that hotel.

Business Response: Dear Mr. ********, Thank you for taking the time to connect with the office of Helen H**************, Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Ms. H**************, please accept our apology for your recent experience with the Starwood Preferred Guest program. From reading your concerns, you attempted to book a Sheraton Free Weekend Night at one of our Four Points by Sheraton hotels. Unfortunately, it has not been made clear that Four Points by Sheraton is a separate brand from Sheraton. To add to this, you spoke with one of our Customer Service supervisor. She said she would look into this but never got back to you in the agreed upon time. Mr. ********, I can certainly understand why you would think this is unacceptable. To clarify, Starwood Hotels & Resorts Worldwide does have 10 separate brands including Sheraton, Westin, W, Aloft, Element and of course Four Points by Sheraton. While Four Points by Sheraton does share the Sheraton name and many of the brand values, it is still a separate brand and is treated as such. As that is the case, it would not fall under the Sheraton Free Weekend Night award promotion much the same as Westin or Aloft or any of the other brands would not. It is regrettable that this has not been made clear. Definitely, I will pass your concerns upwards to ensure the appropriate parties are aware of this and wording can be reviewed. To add to all of this Mr. ********, it would appear when you spoke with our Customer Service supervisor she offered you an hours time to call you back. If she did offer that amount of time for follow up, I would say she was being quite optimistic as a request of this kind can take some time. You have my apologies for any expectations that were set but not met as well as your interaction with the next agent. Mr. ********, I can definitely understand that you and your wife are looking to use your Free Weekend Nights. Because of the confusion regarding the awards as well as your experience with Customer Service, I am happy to offer you a gesture of goodwill. Please kindly pass along your Starwood Preferred Guest number as well the name and location of the Four Points by Sheraton you are looking to stay at. What I will then do is place sufficient Starpoints into your account to use at that specific hotel in lieu of your Free Weekend Night Award. After I do that, we would then remove your Free Weekend Night Award and consider it used. I look forward to your response. Best Regards, Nicholas S****** EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT ********, CONNECTICUT *****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory once the business has finalized their offer from the most recent message.

Information requested:
Starwood Rewards Number: ***********
Hotel Choice:  * ****** ** ******** ********* ********        ** ******* ****** ********** ** *****
Date Choice: Saturday, November 7, 2015

Sincerely,

******* ********

10/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been staying at the ****** ****** **** hotel for the past few months now. They have pathetic customer service and training among their staff, which ends up being problematic for frequent guests like me. Starwood has this Green Choice program, where they award points to guests if they do not use the housekeeping service. They are supposed to slide cards below the door that a guest has to submit to the front desk in person upon checkout - a 19th century process in a 21st century world. This is a sham/scam of a program where sometimes even though I have not taken housekeeping services, they have not left the all-important card. On a recent stay, when I checked out of the hotel on 24th Sep, I told the front desk that I did not receive the card, but since I did not take house keeping, they should credit me the points. However, since I did not see the points credited, I called the hotel and I was informed by a Chris that in the absence of a card, he could not credit any points. When I had checked in for this stay, I was asked whether I wanted to sign up for Green Choice. I said Yes. I did not take housekeeping service for a single day. Does he not have access to a system that tells him whether a guest took housekeeping service or not? If someone has already signed up for Green Choice at check in, then why do they have to beg for the points or even stand in line to submit cards, when it is their right for saving the hotel money on housekeeping? This is the not first time a similar incident has happened at this hotel with me. On a previous stay, even when I submitted the Green Choice cards at checkout, I did not get the points. If Starwoods has an archaic system that cannot track anything, then they should at least hire competent staff that can manage this program effectively, so that the guests are not harassed unnecessarily. Today, when I checked in, the front desk person did not even know that I was a Gold member. What system was she looking at? Any other hotel that I have checked in, basic information about a guest's status is immediately visible. Every reservation that I make I specify my room preferences which are never met. Why does Starwoods ask for this nonsensical information when the hotels do not even bother to look at it? Also, any complaint made to Starwoods never results in any action. They just make a lot of empty and meaningless apologies without actually doing anything.

Desired Settlement: I expect appropriate compensation for this harassment and my sheer waste of time.

Business Response: Dear Ms. **********, Thank you for taking the time to connect with the office of Helen H**************, Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Ms. H**************, please accept our apology for your recent experience with The ****** ****** **** *******. After reading your comments I was concerned. It is understood that you have had several service issues with this property, but your focus here is on the Make a Green Choice program. It is unfortunate that your experience shows a lack of organization from the hotel staff with this program. I can see why you would be upset with this, especially when this happens over many stays. Ms. **********, your continued loyalty to the Starwood Preferred Guest community as a Gold member is greatly appreciated. At this time, I will need to follow up with the hotel. There handling of the Make a Green Choice program will be discussed. We will also coordinate a proper close to your concerns. Your patience in this matter is greatly appreciated. I am hopeful your next stay with us will be much more positive. Best Regards, Nicholas S****** EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS ONE STARPOINT ********, CONNECTICUT *****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  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,

**** **********

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used 12,000 points and had a fabrication on employees who all night conceived what they were giving us and charged us different. When my husband found out about it and confronted him he shoved the bottle in his face because he did get caught. Then when we checked in our room was used and not clean and did not give us what we requested. I called the corporate star points and the hotel and they said they would investigate this. I did get a letter in the mail stating they gave me 1500 points back. I got on the phone immediately and talked with a Brenda who said she will fix it and give me my 12,000 points back and to call her in the next week to make sure. When I did Brenda was not there and they told me hotel is only giving 1500. I called a gomez manager late friday and he said the star rewards can just return them to my account so not sure why this run around.

Desired Settlement: Refund of 12,000 points and for all the inconvenience and the deceit something else should be done...

Business Response:

To whom it may concern, please see the following email which was sent to the customer yesterday. We have yet to receive a response:

From: *** ******** *******
Sent: 15 September 2015 17:25
To: **** * *****
Subject: Your feedback to the Better Business Bureau

 

Dear Ms. *****,

 

I hope this email finds you well and that you’ve had a wonderful start to your week. Through the Better Business Bureau, your experience with one of our distinctive destinations has been brought to our attention. I appreciate the opportunity to review the comments you have shared albeit the circumstances which have led you to share your feedback.

 

Unfortunately we were not able to determine which W Hotel this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further.

 

Ms. *****, I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

  

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

Consumer Response: Complaint: ********

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 

**** D******

Sincerely,

**** *****

Business Response:

To whom it may concern, please see below emails which have been exchanged with the guest:

 

From: *** ******** *******
Sent: 23 September 2015 19:30
To: **** ***** 

Subject: RE: Your recent experience with the * ******* * *********

 

Hi Ms. *****,

 

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. *****, 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******

Consumer Affairs, Executive DivisioN

 

 

From: **** ***** 

Sent: 19 September 2015 03:50
To: *** ******** *******
Subject: Re: Your recent experience with the * ******* * *********

 

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 better business bureau

Sent from my iPhone

On Sep 18, 2015, at 1:30 PM, *** ******** *******  wrote:

Hi Ms. *****,

 

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******

Consumer Affairs, Executive DivisioN

 

 

From: **** ***** 

Sent: 18 September 2015 00:20
To: *** ******** *******
Subject: Re: Your feedback to the Better Business Bureau

 

Hi 

This is for my Starwood rewards that was for the stay on July 4 at the * ******* 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 

**** 

Sent from my iPhone

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: As I said to them that they promised to reward my 12,000 points back to my account because of my bad service, They made a mistake and credited 1,250 and sent a letter. I called corporate and spoke with a Brenda on 9/4/15 she told me it would be taken care of by the next tuesday. I also talked with a Gomez H****** at the hotel manager several times he told me he would take care of it. I also sent him a screen shot to show him I only was rewarded the small amount . Now they said in there response they rewarded them and I do not see these on my account I should have the 12,000 added to my account. If they are going to any it is going to take a few day that is good. If not I need this fixed it is not right.

Sincerely,

**** *****

9/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: was suppose to receive over 1000 spg points for my very very expensive stay in ******* ******* on 8/14-18, 2015. never received my points then i called spg customer service. they said they would have to request a bill for me then i would have to forward the email to their research department. that was over two weeks ago i still haven't received a copy of my bill or my points.

Desired Settlement: all my points for my very expensive stay and a few extra for the inconvenience of having to call more than once to request my points

Business Response:

From: *** ******** *******
Sent: ** ********* **** *****
To: ***** *****

Subject: Your recent experience with the * ****** * ********* ******

 

Dear Ms. *****,

 

Thank you for taking the time to share your recent experience with the * ****** * ********* ****** with the Better Business Bureau. Please accept our sincere apologies for the disappointment caused by the delay in posting your Starpoints.

 

Copied in this email is John K****, Welcome Office Manager. We’re glad to learn that he has emailed you personally to sincerely apologize for the delay. Your stay has now been credited to your Starwood Preferred Guest account and he has also taken the opportunity to post 1,500 Starpoints as a gesture of apology. Please allow up to 24 hours for this to be viewable on your online account.

 

Ms. *****, should you have any further questions please feel free to reach out to us or to John directly. We look forward to welcoming you back to stay with us soon again.

 

Sincerely,

 

 

(Ms) Christine N******

Consumer Affairs, Executive DivisioN

 

9/10/2015 Problems with Product/Service
9/3/2015 Problems with Product/Service
8/31/2015 Advertising/Sales Issues
8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a SPG member since February, 2013. I recently called the ****** ********** hotel in *********** ** at the number listed on their website **************, and asked for reservations. Upon being transferred, I informed the representative (*******) of my dates of travel (8/20-8/22/15), number of travelers (two adults/two kids), and room requirements (two double beds). I was quoted a rate of $179.00/night, consented to this rate, and provided a credit card number over the phone to secure the reservation. Shortly thereafter, I received an email from **************************************** indicating I was booked at the **** ****** by ******** in ********** ** from 8/20-8/22 under Reservation *********. When I called ************ and asked for reservations again, I was informed that the rate was non-refundable and non-transferrable. I attempted to explain that this is a clerical error made by Starwood, and that all I wanted was for the reservation to be transferred to the hotel at which I originally asked to be booked. When this request was not granted, I requested to speak with supervisor. I spoke with Loretha (ID *******), who advised that the reservation could be cancelled at the ********* **** ******, and that she would contact the property to request my money be refunded. I requested to be booked at the correct hotel, the ****** **********. Loretha informed me that the original room I wanted had already been booked by another party, and that only a "double deluxe" remained...at $50 more per night. When asked what she could do to get the rate I was initially promised, she said she could request the property refund some money *after* the stay. After a total of an hour on the phone with multiple representatives trying to remedy a mistake made by your employee, the only solution I've been given is that I *may* get a refund, accompanied by a few "we're sorry for the inconvenience." The lack of customer service displayed by your reservations department, the refusal to find a reasonable solution to a problem *they* created, and the inconvenience I endured trying to clean up this mess is certainly not something I'm willing to accept from Starwood Hotels. Please fix this.

Desired Settlement: Please transfer my reservation to the ****** ********** as a comp room, and refund the money I paid for the **** ****** in ********** **. I understand the rooms remaining may be more expensive than the rate I was initially quoted, but I should not be culpable for a mistake made by your rep, particularly after the inconvenience it has caused.

Business Response:

From: *** ******** *******
Sent: 14 August 2015 15:16
To: **** ***** 
Subject: Your reservation request for the ****** **********, Washington D.C.

 

Dear Mr. *****,

 

I hope this email finds you well today. Through the Better Business Bureau, your interactions with our Customer Contact Centre have been brought to our attention. I appreciate the opportunity to review your comments shared albeit the circumstances which have led you to share these.

 

First of all, please accept my sincere apologies for the inconvenience caused by this. I’m deeply concerned to see that the wrong hotel was booked and that our colleagues have not been of help when trying to adjust this. I can appreciate your disappointment and can assure you that we will follow up with the agents in question.

 

We have spoken with the **** ****** by ******** ********* ****** ***** * ********** ****** who have agreed to cancel your reservation free of charge. In addition to this, we’ve also been able to secure a reservation with the ****** **********, ********** ****  at a lower rate than what had previously been confirmed. We will be sending you an automated reservation confirmation; however for your reference here are the details:

 

***not added due to privacy***

 

Mr. *****, should you have any questions, please feel free to connect with me and I’d be more than happy to respond. We hope you have a wonderful stay with us in Washington D.C.

 

Sincerely,

 

*** ********* ********

Consumer Affairs, Executive DivisioN

 

8/21/2015 Problems with Product/Service
8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a cancelled stay at the ******** ********** on 7/18/15 that has still yet to be refunded to my credit card ********* ********. The hotel says it has been refunded but it was to a *************** account that does not belong to me. I am looking for a refund of $133.26. My guest number was ******* and my Invoice Nbr is ******)

Desired Settlement: I am looking for a refund of $133.26.

Business Response: Thank you for this information. I did speak with this guest and it was determined the reservation was booked outside of Starwood and thus have instructed the guest to contact the source of the booking. He was pleased with the clarification. The guest has our contact details if further follow up is needed.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****

7/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Good Afternoon Better Business Bureau, I am a member of Starwood Hotels "SPG" (Starwood Preferred Guest") loyalty program. I am writing with regard to two discrete complaints with Starwood hotels: 1. Starwood advertises a "Best Rate Guarantee" on their website, guaranteeing loyal customers that if the loyal customer reserves/pays for their hotel room on Starwoodhotels.com (instead of a competing revenue outlet)- and then finds a lower price for the same exact room, dates, etc- if the customer sends documenation (including links for the competing website) that Starwood will match the competing price and then do one of two things: A. Provide the loyal guest an additional 20% off the lower rate OR grant the guest the lower rate PLUS 2,000 Starpoints. I recently submitted two claims for a two stays at the * ***** (Starwood hotel) in ******* ********, and followed all of the policies, procedures, timelines, etc. My claims were declined. The reason my claims were declined was explained to me that "Our "Best Rate Guarantee" department was inundated by a surge in claims and we did not have the staff to evaluate the claims in the normal 24 hour window. When we did evaluate the claims (30 hours after submission)- we found that prices had changed and therefore, we will not honor the guarantee and you must pay the higher rate" Effectively, Starwood Best Rate Guarantee Department blamed me for their short staffing and delay in response time.. I trusted Starwood to keep their word, I made the booking (at a higher rate) through their site- and submitted all required evidence as required. After contacting BRG and several customer service representatives at Starwood (both by phone and chat), I finally got in touch with a supervisor named ***** who agreed to refund the $71 price difference (via check) but would not agree to provide either an additional 20% off my stay OR (my preference) the 2,000 Starpoints that the website guarantees. 2. Starwood is offering a promotion that guests will receive 2,000 additional Starpoints for every 2nd "Stay" between May 1 and July 31. I booked two separate reservations (for the above stay at the * *****), as to take advantage of this offer. I had called and spoken to Starwood reservations prior to doing so- simply to confirm that by booking two separate reservations (although paying a slightly higher nightly rate), that I would be eligible for two "Stays". In speaking with Starwood regaring the above "Best Rate Guarantee" for the two stays that I had booked, I was advised that the two reservations had been combined into one "Stay" by the computer system at the hotel- as per the small print in the policy surrounding the booking policy. I mentioned to the customer service team that I had called and specifically spoken to the customer service agent in advance of making the reservation and the starwood supervisor told me that it isnt possible because the customer service agents are trained to correctly answer these types of questions. I then entered a chat session (to have written documentation) with customer service agent ***** * from Starwood. My first question was regading the difference between a "night" and a "Stay". (taken out of context, although I would be happy to provide all context) to which their customer service agent advised (in as many words) that "A "Stay" is every time you check in to a hotel and a "night" credit is for every time you stay over and sleep" I asked for double clarification to ensure that the starwood guest service agent was certain... and was advised that the agent was certain of this procedure. Obviously this is not (at all) consistent with what the guest service supervisor told me- and furthermore my two "stays" would only count as one... thus I would once again not received the guaranteed Starpoints. (2,000). It took me three hours, six calls, and two chat sessions to receive the refund of $71... but was still not given the 6,000 (2,000 per night for best rate guarantee =4,000 plus 2,000 for staying a second "Stay"). I find Starwood policies and procedures to be contradictory, I find in highly unacceptable to have a customer service agent provide one answer and then a customer service manager provide another and most of all I find it inexcusable to blame a guest for A. shortstaffing a call center and taking too long to evaluate claims and B. "not complying with guidelines" when in fact it was the guest service staff who provided bad information regarding the guidelines. (not the guest). I feel that due to the above (and I would be more than happy to provide proof of all assertions including staff names, dates and times, sreenshots of chats and prices, etc) Starwood should be held accountable to fulfill their promise to deliver the 6,000 Starpoints or be fined for false advertising.

Desired Settlement: I would like to be credited the 6,000 Starpoints that I am owed as per the policy (as explained to me by Starwood customer service agents). 2,000 Starpoints for best rate guarantee claim for Saturday July 18 Stay at the * *****. 2,000 Starpoints for best rate guarantee claim for Sunday July 19 Stay at the * ****** 2,000 Starpoints for Sunday July 19 Stay at * ***** ****** (this would be the 2nd Stay- following Saturday nigths stay). I have followed all policies and procedures as explained by Starwood's customer service team, can provide proof of all claims and converations (including names, screenshots of chats, emails, etc) and screenshots of Starwoods best rate policy. I dont ask for anything more than the points that were promised for completing stays purchased through Starwood's website.

Business Response:

From: WP, Consumer Affairs
Sent: 24 July 2015 17:58
To: ******* ***** 
Subject: Your Starwood Preferred Guest account

 

Dear Mr. *****,

 

Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred Guest account. Your comments have been forwarded to our attention and I appreciate the chance to review these.

 

First of all, it was a delight to learn of your loyalty since May, 2014. As one of our esteemed Gold members, we do hope you are enjoying your stays with us and that we may continue to welcome you back for years to come.

 

I was concerned to learn of our colleagues handling of your Best Rate Guarantee claim and that it was not processed in a timely manner. It’s my understanding that this was already escalated within the appropriate department to ensure this does not happen again. We’re glad to see that they honoured the rate despite not being able to verify its authenticity with the third-party website.

 

I was also sorry to learn that you feel that you were misinformed about what qualifies as a stay and what qualifies as a night. If you remember the name of the person you spoke with and time, I’d welcome the opportunity to follow up on this further. This information is not something we chose to not to disclose to our members and is also available on our website. If you click on the following website you will find the information listed there.

 

Mr. *****, I appreciate the chance to connect with you personally. I remain at your disposal and look forward to hearing further from you.

 

Sincerely,

 

(Ms) ********* *******

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

 

Starwood hotels has failed to provide any meaningful remedy to me (as the consumer) for their failure to process my Best Rate Guarantee claim in a timely fashion.  I booked my stay through Starwood's website at a meaningfully higher price (and also forfeit credit towards a tenth night free via hotels.com) because Starwood prominently displays their "Best Rate Guarantee" on their website-   promising that if I (as the customer) find a lower price for the same room on the same nights, etc on a competitors website- Starwood will match the lower price and either A. Give me 2,000 starpoints or B. provide an additional 20% off the lower price. 

 

 I met all of the obligations of the best rate guarantee-  however (due solely to a shortage of staff on Starwood's Best Rate Guarantee Team side)- the Best Rate Guarantee team took over 30 hours to review my claim, and then denied hte claim because the comptitors (Hotels.com) price had changed during the extensive and unreasonable 30 hour time period it took for Starwood's team to review my claim.

Sincerely,

******* *****

Business Response:

To whom it may concern, please see the following correspondence we have had with the guest:

 

From: WP, Consumer Affairs
Sent: 29 July 2015 19:20
To: ***** ******
Subject: RE: Your Starwood Preferred Guest account

 

Dear Mr. *****,

 

Thank you for your follow up and for allowing me the time to look your email. I appreciate the chance to review the comments you have shared.

 

I absolutely understand your disappointment with the handling time and I can assure you that this will be reviewed prior to the end of this year. As you know, in order for our team to approve a Best Rate Guarantee claim, they would need to be able to verify if this is valid. In this case, it’s my understanding that the rate was no longer valid but that due to the time that had elapsed they decided to honour the rate you had mentioned. If you have a screenshot or similar available which would confirm the rate and availability at the time, please do forward this to me. I’d then be happy to see if it is eligible and can then either extend 2,000 Starpoints in total or a 20% discount.

 

We appreciate that you have shared the screenshot and the chance to look through the chat. I do agree with you that she could have provided more clear information and I will ensure this is brought up with her leadership team for appropriate coaching. In light of this, I’d be happy to post 4,000 Starpoints to your account as a gesture of goodwill. Please allow 5 to 7 business days for this to be accessible to you.

 

With reference to the terms and conditions, it’s regretful that you feel that these are neither clear nor fair. As we have the pleasure of catering to hotels and guests from a variety of countries and many nationalities, we do recognize that certain regional differences must be taken into place at times. It’s unfortunate that you may not agree with this and I will forward this on for consideration. We do however believe that the necessary information has been included and do have an expectation that our members are familiar with these. Our SPG dedicated team is also available to help to answer any clarifying questions you may have.

 

Mr. Smith, I look forward to hearing further from you regarding the Best Rate Guarantee.

 

Sincerely,

 

*****

 

(Ms) ********* *******

Consumer Affairs, Executive DivisioN

 

 

From: **** *****
Sent: 24 July 2015 19:50
To: WP, Consumer Affairs
Subject: Re: Your Starwood Preferred Guest account

 

Good Afternoon *********,

 

 Thank you for your reply, it is a pleasure to be a SPG Gold member and I continue to enjoy Starwood Hotels (The * ****** last weekend and I will be at the Four Points by Sheraton this weekend). 

 

 Please allow me to provide further information for your review and consideration:

 

* With regard to the best rate guarantee-   Yes, a file has been opened which I was advised will be reviewed at the end of the year to improve the Best Rate Guarantee process.  That said-  reviewing the file at the end of the year does not provide any relief to my as the guest.  Thus, while I appreciate the desire to improve- I feel that the appropriate remedy should be to provide the 2,000 starpoints per night (or the additional 20% off my rate per night) as would have been the case if the BRG claim had been handled in a timely fashion by the BRG team. 

   As your guest, it is increasingly difficult for me to trust Starwood Hotels to honor its word (e.g. "Guarantee") when no one is willing to accept accountability for a thirty hour delay in processing a BRG claim.  (which, by the way- no one has disputed that it took thirty hours to review my claim).  Furthermore, no one has contested that I did everything correctly on my side in terms of filling out the form in the appropriate time lines, etc. 

  As a Starwood SPG Gold Member, I feel cheated out of the points that I would have earned (4,000 points) if the BRG team had processed the claim in a timely fashion.  Further, I feel it dishonest on the part of Starwood to advertise a best rate guarantee (asking guests to book through SPG channels) and then not have the necessary infrastructure to investigate claims in a timely fashion-  and then hold (who did exactly as Starwood asks) responsible for the higher rate.     

 

 Over the last few years I have had the pleasure of staying at some excellent Starwood properties and met some amazing Starwood staff.  I ask that you consider providing me the 4,000 points (or the additional 20% off my stay at the * *****).  This nominal gesture on the part Starwood would guarantee my continued loyalty to the brand (as you can see in my file, I am already booked at the ******** **** ****** in ****** for this weekend) and would re-establish my faith and trust in the Best Rate (and other Starwood) Guarantees. 

 

 

* With regard to the difference between "Nights" and "Stays"-  While I do not dispute that somewhere in the small print of the terms and conditions of the promotion in question there is some language surrounding "Nights" vs "Stays".  However, in reading through the array of different terms and conditions for each promotion and trying to comply with each and every requirement-  I find it very difficult for an average hotel guest (or even an SPG gold member) to be able to discern "Nights" from "Stays" particularly when the language refers to "Two or more nights in the same hotel or separate Starwood hotels in the same geographic region in the same week"

 

  It is not fair to expect a guest to know how Starwood "Geographic Regions" are divided-  nor is it reasonable to expect a guest to be able to know whether two "nights" and or two "Stays" are in the same "Week"-  particularly when a guest is staying a Saturday night and a Sunday night-   where one could easily understand "Week" to refer to "Sunday through Monday" or "Monday through Sunday"- in either of those cases- my two reservations would have fallen in different calendar "Weeks".   

  

 Further to the point, the terms and conditions are so difficult to understand that the majority of guest service agents that I have spoken to do not understand the difference between "nights" and "stays".   When an employee (or as is the case here- employees, plural) of Starwood is not able to understand the policies and procedures of SPG promotions-  certainly Starwood would not expect a guest (who does not work for Starwood) to clearly understand the policies and procedures.

 

 In response to your question as to who I spoke with regarding the difference in "Nights" vs "Stays"-  please find attached two screenshots of the chat session in which I clearly asked the specific question about "Nights vs Stays".  (the second is a continuation of the first- the entire chat did not fit in one window).  The customer service representative (Emily J) was outstanding-   Professional, very good listener, pleasant and helpful).  However when reviewing the chat log, I hope that you will see that the terms and conditions of SPG policies are unclear even to the best of Starwood's employees.  

 

 In the attached chat, I ask about two different reservations (for consecutive nights) for Starwood hotels in the same geographic region (E.g. "City").  Emily in two different instances advises that these would count as separate "Stays."   Further, Emily was kind enough to clearly delineate the difference between a "Night" and a "Stay" as follows: A "Stay" is every time you check in/out of a hotel and a "Night" credit is for each night you stay over and sleep".    

 

 In my  opinion, Emily did an outstanding job at guest service and did her very best to explain to me the difference between nights and stays.  However, as you have explained to me in your email below-  Emily's description of nights vs stays (which is consistent with my prior understanding up to and including the time at which I made the reservation)- is incorrect.    Certainly Starwood would not hold a guest accountable for a misunderstanding of this nature. 

 

*********, I am asking you to do the right thing by your guest.   Every past experience that I have had with Starwood (prior to the instance in question) was been exceptionally positive and led me to believe in the Starwood's integrity as an organization.  I hope that after reviewing the attached and my guest file, you will consider making this situation right by me as your guest. 

 

 I look forward to your decision and thank you in advance for your reply.

Best Regards

****

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    THANK YOU for taking the time to contact Starwood Hotels and your assistance in resolving this issue.

Sincerely,

******* *****

7/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had accumulated close to 25k Starwood hotel points over the years. However, I found out recently that all of my points were forfeited due to account inactivity over 90 days. I called customer service to request that my points be re-instated. The CS rep claimed that it's corporate policy to only credit back 1/2 of the points since my account had been inactive for more than 90 days. I think this is unfair because there's no warnings whatsoever prior to the expiration of the points. Furthermore, when I logged into my account online, there's no information as to when the points are due to expire. For an infrequent traveler like myself, I'd need to keep track of when the annual expiration is coming up. It would be nice if Starwood could give its customers advance warning when their points are about to expire.

Desired Settlement: I would like Starwood to credit me back the remaining half of my expired points (~12.5k) , as a one time courtesy. Going forward, I'd like Starwood to implement some kind of warning system to give customers advance notice of upcoming expiration of points.

Business Response: Dear Mr. ***, Thank you for taking the time to connect with the office of ***** ***************, Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Ms. ***************, please accept our apology for your recent experience with our account expiry policy. I understand that your Starwood Preferred Guest account had expired due to inactivity and you feel you were not given proper warning of such. The expiration of your account also resulted in the forfeiture of 24,656 Starpoints. I can see why you would be upset over this matter. Please understand that all information on account expiration is located in section 4.2 of the SPG Terms and Conditions on our website. It is unfortunate if this information was not properly communicated to you. Please understand that SPG is a loyalty program. Much like other loyalty programs, if your account goes a certain amount of time without activity, the account expires. In our programs case, that time period is 12 months. As that is the case and we do prefer to promote loyalty here at SPG, I would be willing to offer you the full amount of Starpoints back. However, to do this, we would need to see from you, a minimum of two paid stays at our hotels within the next six months. These stays would need to be booked through any Starwood branded website or through one of our Customer Contact Centers. Once your second stay is posted to your account let us know. We will then return the remainder of your Starpoints to you. Mr. ***, we appreciate that you are returning to Starwood Preferred Guest and look forward to providing for your travel needs once again. Best Regards, ******** *******

Consumer Response:  
Complaint: ********

I am rejecting this response because: I'm not a frequent traveler.  Your request that I need to book a minimum of 2 stays in 6 months is unreasonable to me.  If you truly wish to promote customer loyalty, you should credit back my Starpoints in full, just like any other reputable companies would.  I understand that you need to have your policy clearly spelled out for legal reasons.  But to enforce them in such a draconian way will only turn your customers away in the long term.  I liken this situation to late payment fees charged by credit card companies.  As long as you're not a repeat offender, most credit card companies would gladly waive the penalty fees, even though it is in their rights to charge them.  Why, because they understand it is more economical to waive the penalty fees to keep an existing customer than to incur the cost to acquire a new one.  It's just common business sense.  Honestly, how much does my 12k Starpoints worth to your company that you would risk losing a long time customer over?

Sincerely,

**** ***

Consumer Response:  
Complaint: ********

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 **** ******** card.  Regardless, I find myself speechless that a large, reputable Fortune 500 corporation such as the ******** 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,

**** ***

Business Response: Dear Mr. ***,   Thank you for taking the time to respond to us.   It is unfortunate you are unhappy with my offer. To return your Starpoints we would need to see some activity in your account to ensure that you are looking to maintain loyalty to the Starwood Preferred Guest program. It is definitely in our best interest to retain our long-term customers. As you are not fully satisfied with my offer, I am willing to lower the minimum stays to one within the next six months. Please keep in mind that to keep your account active, you will need to have one incident of activity within a 12 month period. This new offer would be in line with that.   As previously stated, once your stay posted please let us know and we will happily post your Starpoints. Mr. ***, I look forward to your response alerting us to your posted stay.   Best Regards,   ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************  F ************   STARWOOD HOTELS & RESORTS ONE STARPOINT ********* *********** *****

Consumer Response:  
Complaint: ********

I am rejecting this response because: As stated previously, I'm not planning to do any traveling in the next 6 months.  Furthermore, these Starpoints that you forfeited are points that I'd ALREADY EARNED through many years of being a loyal Starwood customer.  For you to rob me of my points and then turn around and use them as ransom to solicit more business from me is borderline criminal behavior unworthy of a Fortune 500 company.

Sincerely,

**** ***

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 5th, 2015, I went into the ***** ****** ***** in *** **** **** around 07:00am. I went at this time because I had lost my keys at my house and wanted to nap for a few hours. Upon entering the hotel the staff were very unprofessional. A young gentleman was assisting with a woman and immediately yelled over her, "Sir I can help you too." I didn't appreciate this because the woman seemed flustered by his actions. I proceed to do a walk-in reservation as they call it. I asked the gentleman if I could get a half day or reduce rate since I was checking in at 07:00am and departing at noon time. He gave me some kick back but sidebar with I guess his manager to say it was okay. He offered me a rate and I went ahead with it. I asked him if he could charge my phone to which he said, "yes I may do that for you but I have to leave it here. When you're ready for it, call us down at the Front Desk and we can bring it to you." I was fine with that. I proceeded upstairs the room was fine. However, I couldn't sleep much due to the noise outside. I called down at some point to retrieve my phone and a woman picks up with a nasty demeanor, "Sir, you have to come down and get your phone yourself we don't charge phones nor bring them to you." and hangs up. This was now after 3 1/2 hours into sleep so I had to go downstairs half awake and retrieve my phone embarrassingly in front of everyone. Meanwhile, while I'm waiting to retrieve my phone the staff are talking about a person checking in or prior not sure who it was but were talking about their personal affairs so unprofessional. After my stay at this miserable place, I contacted Starwood Corporate and they made a case. They said that the hotel would have had to respond within five days. The case was opened on 06/10/15 and was anticipating a response no later then 06/17. It was now July 2nd and no word from the hotel management in regards to my complaint. I contacted Starwood Corporate location again and they stated to me that "****** the GM closed out the case because it was resolved" No one called me, spoke to me, nor left me a voice message, or email. I re-opened the file and was told they had until 07/08/15 to contact me back. I received call back today on 07/07, I speak with ****** R****** who I asked to refund my reservation due to the lack of urgency in this matter and the customer service I received to which she replies, "You slept in the room and received a half day charge rate there's nothing more I can do." I also mentioned to her that this case has been sitting here for one month and no one contacted me. She replies, "you opened the case two-three days ago so I don't know what you're talking about." Corporate has everything documented but yet she is stating that I'm lying about my disposition. She also mentions that, "due to her teams customer service she will ensure she will speak with them to rectify the problem." I asked to speak with ***** the GM, to which I was told, "I (******) handle all guest relation inquiries for Vivian." Basically shutting down any further explanation of why I shouldn't receive a refund for substandard service. I called back Starwood Corporate and reported the incident and demanded to speak to ****** only to have this situation resolved immediately. They told me she would get back to me as soon as tomorrow or within the week. We are now at the current state.

Desired Settlement: I am requesting a full refund of my stay due to the lack of customer service and sense of urgency in resolving my matter.

Business Response: Dear Mr. *****, Thank you for taking the time to connect with the Better Business Bureau. On behalf of the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with ***** ******. We were disappointed to read of the challenges you had during your brief stay at the hotel. We do appreciate to the opportunity to review your feedback, internally, and ensure all guests are enjoying the refreshing stay we expect you to have from *****. On your behalf, we have connected with ****** *****, General Manager, at ***** ****** to request he arrange for a personal connection with you to discuss your feedback. Mr. *****, 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, ******* ****** Executive Consumer Affairs Guest Experience Intelligence T ************ F ************ Starwood Hotels and Resorts Worldwide *** ********* ********* *********** ***** Reference # ************

7/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a hotel reservation with Starwood Reservation center over the phone last month and stay in their hotel (** ***** ********) on June 16th, 2015 for one night. However, the hotel assigned me a room that was not the type of room I originally booked. They give me a downgraded room when I checked in. Even worse than that, the bath room of the assigned room was not clean. Those issues have been admitted by the hotel front desk manager. However, after I filed a complaint to Starwood Customer Service, they didn't make any effort to resolve this issue but instead just ignored my complaint report.

Desired Settlement: Due to the service issues, I request Starwood to refund me the 11,000 SPG points I paid for my one-night stay. For your information, the confirmation # of my stay is *********.

Business Response: The hotel management has been in communication with Mr. **. Mr. ** booked a **** **** room with a King bed. Two twin beds were requested as a preference in the guest comments section. The **** **** 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 ** ***** ******** ********. 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 ** ***** ******** ********. We also hope the Starpoints contribute towards a positive stay with us.

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I participated in a promotion called the "platinum challenge" and they didnt provide me with the "platinum" upgrade I was promised under the terms of the promotion. I was told on 4-5 different phone conversations, that ANY nights at ANY starwood hotel over a 90 day period would qualify me as a platinum member. The only stipulation was that there needed to be 15 nights utilized in a 90 day period. Every single time I called a phone rep they confirmed that all my nights booked were earning me credit towards a particular goal. After I completed 11 nights, I made one last reservation and called to confirm if I booked 4 more nights that I would qualify for my challenge. The phone agent confirmed again that I would qualify for the program, if I did one more booking. I booked one last reservation at the four points o'hare, which I only booked to receive this promotional upgrade. After this "unused" stay was finished, I called starwood once again to confirm that all criteria had been met. They then changed the rules that had been explained to me 4-5 times over the phone. They now were saying that only paid nights would qualify me for the program. I booked some nights on miles, earned a free one from another promotion and purchased a few nights that were in hotels that no one ever even stayed in. All under the guise of a contest. All of the phone conversations were recorded and no one from starwood even bothered to them a listen. This all should have been filed under starwood complaint number ************

Desired Settlement: I would like a refund on the 4 nights of unused hotel stays or I would like them to honor my upgrade status.

Business Response:

From: SPG Executive Office, 00AUS
Sent: 29 June 2015 19:21
To: **** **** 
Subject: Your Starwood Preferred Guest account

 

Dear Mr. ****,

 

Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred Guest account. Please 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 ******** ***** *********. It is important that such information is provided clearly and correctly, especially to one of our esteemed Gold members. I understand that ***** from our Customer Service team have already followed up on this with you and offered 10,000 Starpoints as a gesture of apology.

 

Should you wish to avail of the ******** ***** ********* in 2015, it would be my pleasure to extend this to you exceptionally. In 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 account. Although 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 2015. If we have not heard from you by the 1st of October, 2015, we understand that you do not wish to avail of this. However, 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. ****, if you have any questions, please do feel free to let me know. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I lost a lot money due to the misrepresentation of this program.  I am seeking a refund on a hotel room that was booked and unused for 3 nights!

Sincerely,

**** ****

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a stay at the ******** *** Airport hotel on April 27-28. My stay was excellent, except for I accidentally left a small charging cord for my electric shaver in the room. The next day, I was flying through *** airport again and had about a 2hr layover between flights -- not enough time that I was able to physically return to the hotel and retrieve the lost item, but I called the hotel and asked if they would please give it to the driver of their shuttle, so I could meet him at the front door of the airport and retrieve it. The manager on duty informed me that because it was about 6pm, she did not even have access to the item since all of the housekeeping people had left for the day. So even if I were to present myself in person at the hotel, they had no procedure or policy in place for managers to return lost items after "normal" business hours. (Let alone, the fact that a hotel is a 24-hr a day operation.) I then was instructed by the manager to call back the next day and I could pay for the item to be shipped to me. Being that the item was only a couple of ounces in weight, I was told it would cost less than $10 to ship. You can imagine my surprise when I received a bill from ***** for $22.72 -- Plus, it took almost a full week to reach me! The hotel could've stuck the item in a manila envelope and dropped it in **** **** for only a couple dollars, and I'd have received it in about 3 days, but they sent it via a ***** method called Express Saver with various "Special Handling Charges" tacked on as it were a custom critical item, and it ended up costing me more than the shaver was even worth!

Desired Settlement: Because the hotel made NO EFFORT to try and help me by having their shuttle driver run it out to the airport the next day so I could've picked it up curbside from him. And because the hotel shipped this small, lightweight item via ***** for an outrageous cost of $22.72, I am asking for a check for $22.72 to be made to me to refund my fees. Plus, as a goodwill gesture I am asking for a credit of a "fair" amount of SPG Miles be added to my account for this hassle. As an SPG member, I've never e

Business Response:

From: WP, Consumer Affairs
Sent: 02 July 2015 15:26
To: ***** ******  

Subject: Your recent experience with the ******** *** ******* *****

 

Dear Mr. ******,

 

Thank you for taking the time to contact the Better Business Bureau. Your recent stay and interactions with the ******** *** ******* ***** was brought to our attention by them. Please 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 shaver. From 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 shuttle. If this was not possible, the postage fee should have been clearly communicated to you prior to sending it to you.

 

****** *******, the Front Office Manager, has shared with us that she has personally connected with you to apologize. They will be arranging for a refund of the postage fee ($22.72) which should be credited within 7 to 10 business days.

 

Mr. ******, as one of our esteemed members, I want to thank you for taking the time to contact the Better Business Bureau to share your comments. I 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,

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starwood account Number *********** This is in regards to a stay in the future for my group that will be staying at your hotel in ***** ******* in May of 2014. We started trying to secure lodging at the hotel in ******* because we are familar with the Starwood brand based here in the United States and have used the brand for several conferences and events in the last few years. As of now we are very unhappy with the service thus far rendered in helping us to book group travel. We have tried directly with Custumer service here in the USA to book as a group and have even tried directly with the hotel. Here in the United States we were denied a group account because we were told we do not fit the criteria for a group. Our organization has over 1000 members across the country and was quite shocked bythat the response. We then decided to contact the hotel directly which the only means of communication is via email. In doing so the more pressing issue came when dealing with the pricing that was offered by the hotel directly. The rates being offered directly for Sheraton ***** are more then the rates being offered on the website. We made the decision to book directly with the website This has resulted in us booking directly online with Starwood indvidually and our company loosing valuable starwood points for the hotel stays as everyone's reservation is booked individually. Our hotel stay totals aproximately $13,000 for 7 days . We would have hoped custumer service in this matter would be a lot better coming from Starwood but we are severly disappointed in the unwillingness to offer anything more to help us

Desired Settlement: Willingness to offer the group the starwood points for everyones stay and possible incentive to use the hotel

Business Response:

From: WP, Consumer Affairs
Sent: 29 June 2015 19:07
To: ***** ******* 

Subject: Your recent experience with Starwood

 

Dear Mr. *******,

 

Thank you for taking the time to contact the Better Business Bureau regarding your experience with one of our hotels in ****** *******. 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, 2014. 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 ***** this is referring to, it would be much appreciated. We would welcome the chance to review this further.

 

Mr. *******, as one of our esteemed members, I appreciate the chance to connect with you personally. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service was awful during stay so I called manager and left messages and no return call.I called corporate and made a complaint, still no call On May 2,2015 I stayed at the **** ****** by ******** in ********** **. I was in ********* for a family trip to ********* and this hotel was a recommended hotel. When I arrived at the hotel I went inside to the front desk, I was not greeted because the young lady behind the desk was having a side conversation with a gentleman. I asked the young lady if I could check in and she stated that I had to wait until another employee came back because it was time for her to go. When the gentleman came to the desk she told him that I needed to be checked in and that she was leaving because she wasn't staying any longer since she had stayed past her time. Once the gentleman started to help me check-in he stated that there were no more rooms, I told him that I had reserved my room and I just drove from ************* and just wanted to go to sleep. He started loo**** in the computer system and he said he could give me a room. So he checked me in and handed my the keys to the room. When I got to my floor I could see nothing but furniture in the hall. I felt as if he gave me a crappy room because I saw no one else on the floor. It was late so I just went into the room. Which was not that awesome either. When you open the curtain all you could see was trash all over the back of the hotel. Also there was a bug in the room. The next morning I called the front desk to see if I could get a late checkout since I checked in late and the gentleman that answered the phone was so rude and said Oh no we are not doing late checkout. So I gathered my things and checked out of the hotel.I ask if a manager was in at the time and I was told no but I was given a card and I was told to give the front desk manager a call. I called numerous times and left messages and did not receive a phone call back so I contacted corporate on June 2, 2015 and spoke to a young lady by the name of April and she apologized and said someone would contact me personally within five business days. It is not June 23,2015 and no one has contacted me as of yet. I called the customer service line today and spoke with ****** who then tried contacting the **** ****** location and she was told that the genreal manager had just left and she told me that she left him a message.I told her that I would like someone to call me ASAP because it has been almost twi months that I have been contacting the company and no one has contacted me.I also told her that this is not great customer service for a worldwide brand especially since I work in customer service.

Desired Settlement: I would like the hotel to just refund my stay or supply me with a different stay at another hotel because I have contacted the hotel and corporate and no one has contacted me about the awful service.Plus starwood is widely used in my family since we always travel.

Business Response:

From: WP, Consumer Affairs
Sent: 26 June 2015 16:06
To: ******* ****
Subject: Your recent experience with the **** ****** by ******** *********

 

Dear Ms. ****,

 

I hope that all is well with you. Your recent stay with the **** ****** by ******** ********* has been brought to our attention through the Better Business Bureau. Please accept our sincere apologies for the inconvenience caused by this.

 

I was concerned to learn of the interactions you had with members of staff upon check-in. Please be assured that Starwood strive to deliver the highest level of Customer Service. I apologize that your experience was not an example of such but can assure you that it was an exception, not the rule.

 

It’s my understanding that ***** ****, General Manager, has emailed you personally to apologize. He has addressed your feedback with the front desk to ensure that this does not transpire again. They are currently undergoing renovations and regret how this affected your stay. They have taken your comments to heart and will ensure that are guests are not as impacted by this moving forward.

 

Ms. ****, I was glad to learn that you and your family frequently stay with us. As a gesture of goodwill and with the hopes of regaining your faith, I would like to offer you 4,000 Starpoints. This would be equivalent to 1 night with this hotel, but can be used with any of our locations worldwide. I was unable to determine if you are already a member of Starwood Preferred Guest. If not, you may enrol by visiting ***********. This website will also provide you with wonderful information about the enticing benefits of SPG. We look forward to receiving your membership number and acceptance of our offer by the 10th of July, 2015.

 

Thank you again for ta**** the time to share your feedback. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

7/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I noticed over 20,000 points missing from my SPG account. The only activity was about 2,000 points for a stay in March of 2015. When I contacted SPG representatives via chat & email, they informed me that I had let the account expire and they closed it due to inactivity. However, they must have reopened the account without notification to me upon check-in, email or writing. I was never informed the account was closed and reopened. It is my understanding that Starwood changed the rules of the program and reduced the amount of time required for qualifying activity to keep the account from 18 months to 12 months (and for some members they offer a 6 month grace period). My last stay was slightly less than 18 months apart, so I was caught in the trap as the rules changed over time. set with the rule changes. My concern is that Starwood does not make such important expiration terms known in their advertising or marketing as do many of the other programs (making the rules clear). For example, I could not find it in the Frequently Asked Questions section of the SPG program online or in any of the marketing materials. "As a courtesy", they offered to return 1/2 my points. It kind of felt like being mugged and getting money back at the same time. Other programs are not "sneaky" like this and even send out notices that points will expire and under what terms.

Desired Settlement: I am simply asking Starwood for all the points to be returned as I want to remain a loyal customer. Otherwise, I will no longer be able to recommend Starwood to family, friends or want to stay there for meetings as I would not want others to have the same experience.

Business Response:

From: SPG Executive Office, 00AUS
Sent: 26 June 2015 16:00
To: **** ***** 
Subject: Your Starwood Preferred Guest account

 

Dear Mr. *****,

 

Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred Guest account. I 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 program. We 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 12 month period. Subsequently, the Starpoints in the account will then expire. This has been in place for many years but regret if you were not aware of this. We 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 period. This is with the hopes that our members will return to stay with us. I’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 5 eligible paid stays or 10 eligible paid nights with us before the 26th of October, 2016. Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you.

Mr. *****, please do let me know if you have any questions and I’d be happy to help. It’s a delight to welcome you back to our hotels and hope you will enjoy your stays with us.

Sincerely,

 

**** ********* *******

Consumer Affairs, Executive DivisioN

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As I tried to log on to my ***.com - Starwood Hotels & Resorts, I had no access. When I called them, they told me that since I was inactive from March of 2015, my account was deactivated and I lost all my points for travel. I think there should be a law that they should of contacted me if this is their system for taking all my earned points. Now my wife and I can't take our vacation because they cheated us out of our points that we earned. Many of my points, I paid for so I think that I should be reimbursed or given back my points.

Desired Settlement: I expect that I should receive all our points for our future travel. We paid for them, not to be taken from us without any contact from SPG. If they want to keep them, then they should pay me for the 10,300 points, approx. $350.00, that they stole from us.

Business Response:

From: SPG Executive Office, *****
Sent: 22 June 2015 17:30
To: ******* *****

Subject: Your Starwood Preferred Guest account

 

Dear Mr. *****,

 

I hope this email finds you well and that you have had a wonderful start to your day. Through our internal channels, your connection with the Better Business Bureau has been brought to our attention. I appreciate the opportunity to review the comments you have shared regarding your Starwood Preferred Guest account.

 

I was concerned to learn that the Starpoints on your account had been forfeited. If a member does not stay or have any activity with us within a 12 month period, our membership accounts do expire. Having looked at your account, I can see that this also happened in 2009 when it was reinstated and Starpoints returned. Given this and as you have been a member of ours since 2007, we do have an expectation that you would be familiar with such information. Nonetheless, I am certain that your communication now will be of help to prevent this from transpiring again. I would encourage you to visit *********** for additional information regarding Starwood Preferred Guest.

 

Having looked at your account, I can see that 5466 Starpoints has been agreed to be returned to you as a gesture of goodwill. We would be delighted to make an exception for you and offer the following; should you have an additional 5 eligible paid stays or 10 eligible paid nights with us by the 30th of October, 2015, I would be happy to return the remaining Starpoints. Once these stays have been posted to your account, please do let me know and I will personally ensure these are returned to you.

 

Mr. *****, we appreciate the chance to connect with you personally. I remain at your disposal should you have any questions; we are delighted to welcome you back to stay with us again.

 

Sincerely,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

Consumer Response:  
Complaint: ********

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,

******* *****

Business Response:

To whom it may concern, please see below correspondence which we have had with the guest:

From: SPG Executive Office, *****
Sent: 23 June 2015 16:30
To: '******* *****'
Subject: RE: Your Starwood Preferred Guest account

 

Dear Mr. *****,

 

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 ***** ***** 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,

 

*****

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

 

From: ******* ***** 
Sent: 22 June 2015 17:45
To: SPG Executive Office, 00AUS
Subject: RE: Your Starwood Preferred Guest account

 

Dear *********,
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 ***** ****** ** using my total points. I deserve to get them back.
*******


******* *****

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After a variety of issues with the hotel a front desk supervisor named Jessica said our room would be comped. When I asked to check out and get a bill she said to come by on our way out and she would print me a bill. An hour later when I when to leave the hotel she told me to speak to her manager and he informed me they would no longer be making the refund for the hotel because Jessica made a mistake. We were told we had a comped room after the hotels toilet did not work the whole night, the couch bed did not work and the couch was not able to be used, they could not provide us a new room or a better room because of the issues, and when we checked in at 830pm our room was not ready to be choices into. We had nothing but issues. No one came to fix the toilet for hours, and they refused to honor their deal.

Desired Settlement: I want them to honor what they said and comp our bill.

Business Response: Dear ***** ******, 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, ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS *** ********* ********* *********** *****

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is regarding Starwood Preferred Guest Account No. ***********. During an extended period of medical disability, my account became inactive and nearly 90,000 Starwood points (***** exactly) expired, without notice. I realize that the terms and conditions state that points will expire one year without activity, and my points apparently expired in January 2015. I was on medical leave and disability from September 2014 to March 2015, and so was disabled during this period. The status of my starwood points were hardly at the forefront of my thoughts, especially since I received no notice or reminders. The ********** expired without notice of any kind. And even though I was and am signed up for e-mail statements (at ***********************), the last statement I received was in July 2013 -- even that statement does not contain an expiration date. There was no warning of any kind that these points were about to expire. Even airlines notify customers before expiring points! In my opinion, the lack of any prior notice or warning is a deceptive business practice, especially considering the large value of the nearly 90,000 points that I accumulated over many stays and many years. While your customer service agents offered to replace half the points, that is an inadequate solution in my opinion. And while my options may be limited, I can assure that you if this issue is not resolved to my satisfaction, I will never again stay at a Starwood hotel. Since March 2015, I have spent over $15,000 on hotels for business trips, and had inquired about my Starwood account (which had been locked) because I was about to make a reservation at the *** ***** ******* for a 2 week business trip. Now, that business will go elsewhere.

Desired Settlement: A complete replacement of all 88,981 starwood points that were previously in the account.

Business Response:

From: *** ********* ******* *****
Sent: 09 June 2015 18:31
To: ***** *****
Subject: Your Starwood Preferred Guest account

Dear Mr. *****,

Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred Guest account. I appreciate the opportunity to review the comments you have shared.

I was concerned to learn of your feedback pertaining to your forfeited **********. It’s also unfortunate that you were not able to travel with us for a period of time, but hope you are continuing to heal and wish you all the best on your way towards recovery.

Our membership accounts do become inactive if a member does not stay with us or does not have any ********** activity with us within a 12 month period. Subsequently, the ********** in the account will then expire. As a member of ours since 2007, we do have an expectation that you would be familiar with such information. Regardless, we hope that ours and our colleague’s interactions may have been of help to prevent this from transpiring again. I would encourage you to visit *********** for additional information regarding Starwood Preferred Guest.

Based on your loyalty with us since 2007 and with understanding of the circumstances you have shared, we would be delighted to make an exception for you. Should you have an additional 5 eligible paid stays with us by the 9th of October, 2015, I would be happy to return your remaining **********. Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you.

Mr. *****, we are grateful for the time you have taken to share your feedback with us. If you have any questions, please feel free to let me know. We look forward to welcoming you back to stay with us again.

Sincerely,

 

**** ********* *******
CONSUMER AFFAIRS, EXECUTIVE DIVISION

Consumer Response:  
Complaint: ********

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,

***** *****

Business Response:

To whom it may concern, please see the following communication we have had with the guest:

From: SPG Executive Office, 00AUS
Sent: 10 June 2015 12:02
To: Jason *****
Subject: RE: Your Starwood Preferred Guest account

 

Good morning Mr. *****,

 

Thank you for your response; I hope you have had a pleasant start to your day.

 

This would be 5 separate stays and not nights; however I would be willing to make it either 5 eligible paid stays or 10 eligible paid nights by the deadline mentioned below.

 

Mr. *****, if you have any further questions, do let me know and I would be happy to help.

 

Best regards,

 

*****

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

 

From: ***** ***** 
Sent: 09 June 2015 18:41
To: SPG Executive Office, *****
Subject: Re: Your Starwood Preferred Guest account

 

Five stays or five nights? Given that most of my trips last a week or more, five stays would be about 40 nights. That seems excessive.

 

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Members from my non-profit organization stayed at this hotel the weekend of 3/21/15. There were 2 billing errors in which the hotel refuses to address. I was originally working with the billing department, but when the lady could not resolve the billing issue, she stopped all follow up. Subsequent phone calls and voice mail messages for the Assistant Manager and General Manager went unanswered. I was directed by the hotel staff to contact a corporate office, and after 2+ weeks was advised they could not help me and referred me back to the General Manager. I left several more voicemail messages for the General Manager and they were never returned. I have spent nearly 2 months and reached out to this hotel over 20 times. The hotel has refused to address and correct its multiple billing errors which total over $250.00 for my non-profit organization. The two billing errors are as follows: one of the rooms only stayed 1 night, but we were charged for 2 nights. A credit of 125.62 is needed to resolve this first billing issue. The second error involves a rewards member that booked a private hotel room using his personal rewards points. His personal rewards were never deducted and instead my non-profit organization was charged for his room in error. An additional refund of 125.62 is required to correct this second error. While this guest arrived with my non-profit organization, his room was not part of my reservation and should not have been charged to our organization.

Desired Settlement: DesiredSettlementID: Refund Refund $251.62 to my non-profit organization - $125.62 for each of the 2 billing errors listed above.

Business Response:

From: WP, Consumer Affairs
Sent: 19 May 2015 17:00
To: ******* *****
Subject: Your feedback to the Better Business Bureau

 

Dear Mr. *****,

 

I hope this email finds you well and that you’ve had a wonderful start to your week. Through the Better Business Bureau, your experience with one of our distinctive destinations has been brought to our attention. I appreciate the opportunity to review the comments you have shared albeit the circumstances which have led you to share your feedback.

 

Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel, I’d be more than happy to examine this further.

 

Mr. *****, I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

  

**** ********* *******

Consumer Affairs, Executive DivisioN

Consumer Response:  
Complaint: ********

I am rejecting this response because:  The issue is still not resolved.   The company has reached out to me, but at this time, there is no resolution.

Sincerely,

******* *****

Business Response: Our offices have reached out to Mr. ***** to request information to determine where this experience occurred. To date, we have no record of receiving a response from Mr. *****. We cannot pursue this issue without the requested information. Mr ***** is welcome to respond to the email he received, or connect with our offices at *********************************** or ************ to provide this information. We can then move forward is assisting at that time.

Business Response:

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,

*****

Consumer Affairs, Executive Division

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This place took 400.36 out of my account and turned around on the same day per authorized another 400.36 . When I called the resort supervisor ******* was nasty and rude and still had no answers for me .

Desired Settlement: They need better customer service

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

6/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a loyal *** guest my **** member number is *********** and only stay at *** hotels, this past friday June 12th I said at the ****** ***** ***** in ******** ** which was over an hour from my destination but I wanted to stay at an *** hotel so I stayed there, I was charge an extra $35 of something called misc income and when I checked out the front desk manger stated that he had no clue what it was and that he would have it removed and didn't want to close out my reservation until it was taking off, I called the before back a few hours later to see if it had been resolved and I was told that the front desk manager was outside dealing with a parking issue after being on hold for 15 min and would call me back, I never received a call back and today in checking my bank account the charge has settled to my account so I contacted the hotel back and again I held over 10 min waiting for the hotel manager to come to the phone and was told again that the manager was busy and wold call me back, I stated that I would hold because the last time I was told I would get a call back it never happened, after 20 min total being on hold I hung up and contact *** customer service who told me that they had nothing to do with billing issues and that I would have to keep trying to contact the hotel.

Desired Settlement: I would like the $35 misc income charge refunded to my account.

Business Response:

To whom it may concern, please see the following response sent to the guest:

 

From: *** ******** *******
Sent: 16 June 2015 19:23
To: ****** ********
Subject: Your recent experience with the ****** ******* ***** ******************* ****** * *** ** * ***************************************** *

 

Dear Ms. ********,

 

Thank you for taking the time to share your feedback with the Better Business Bureau regarding your recent stay with the ****** ******* ***** *****. Please accept our sincere apologies for the disappointment your interactions with them have caused you.

 

I was concerned to learn of the hotels lack of assistance when alerting them of the $35 charge. Starwood strives to deliver the highest level of Customer Service; however what you have described is not reflective of this. I can assure you that what you have experienced is an exception, not the rule.

 

It is my understanding that ******** ******, ****** Experience Specialist, has emailed you to sincerely apologize. A refund of $35 is being processed to your **** card and a folio reflecting this has also been sent to you. In addition to this, ******** has also extended her personal assistance should you return to their hotel in the future.

 

Ms. ********, we appreciate the time to review your feedback and the time you have taken to share this with us. I hope you will allow us the chance to welcome you back again, as I’m confident that your next stay with us will be pleasurable in every aspect.

 

Sincerely,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a night at The ****** in ***** ******* at **** ** ******** ******** ******** ****** ** *****. I booked this room during my *********** ******* in ****** ** at first for one night and decided to add a second night before leaving for my honeymoon. My initial reservation was made on April 8, 2015. I called back to add a second night and was provided a lower rate from a third-party website by the customer service agent. I confirmed with him that I would be staying in the same room as I did not want to move to a different room. Before leaving I called the hotel again to confirm the room and was told by the front desk that I would have to move rooms because of the difference in rates for the second night. I requested to speak with the manager and he said it was nothing he could do. I asked to speak to his manager. Instead, he transferred me to the "national customer service" where they were able to review the call and kept me in my same room. I initially was told that I would get both nights at the same lower rate. That did not happen. Subsequently, I enjoyed my stay but upon checking out I noticed that I was billed $200.00. I called the hotel and was told this was for the deposit and that it would be refunded in 7 to 10 days. I continued to call multiple times. Finally, I was told by the same manager that I was billed for smoking in the room. I DO NOT SMOKE. For my bachelor party, my friends bought several expensive cigars, we went to a cigar bar and hookah bar. I slept in my clothes in the bed and left the cigars on the tables in the room. My wedding night I used candles and innocents to create a romantic scene. I DID NOT SMOKE in the room. I disputed this charge but the same manager said it was nothing he could do.

Desired Settlement: Based on the time frame to resolve this issues, the incorrect agents from the front desk that told me I would be refunded, the conflict with the manager that said I would not be refunded I would like a refund for the two nights and the alleged smoking charges to be refunded to my bank account or sent via a check. I will also like a letter of apology for accusing me of smoking. This allegation was criminal as it questioned my character. The total is 207 + 159+200=566.

Business Response: Dear Mr. *****, Thank you for taking the time to connect with the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, Inc., via the Better Business Bureau. Please accept our apology for your recent experience with The ****** ***** ***. Firstly congratulations to you and your spouse on your wedding. We wish you both much happiness and a long life together. We were disappointed to read of your booking experience when adding the second night to your stay. It is not the instinctive service we are proud to offer at ******. We were happy to read the room type issue was resolved, but the sequent billing issue is regrettable. In regard to the smoking fee, we do have a clear air policy at ******. As you stated you did burn candles and incense in the room, this can also cause the levy of such a fee as special procedures are required to ensure the room is returned to our clean air standard. We would expect this to be explained to you, if this is the case. That said, we have connected with *** *********, General Manager, at The ****** ***** *** to request he review your feedback and arrange a personal contact to discuss your feedback further. Mr. *****, let us take this opportunity to welcome you to Starwood Preferred Guest and we look forward to welcoming you for many distinctive stays in the future. Best Regards, ******* ****** EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS ONE STARPOINT ********* *********** ***** REFERENCE# ************

Consumer Response:  
Good evening,

I waited several days for a call as promised.  I never received a call.  Im rejecting this complaint.  I will request arbitration.  My attorney has also suggested small claims court.  To add to this complaint my room wasn't ready when I initially checked in.  So, I was provided wrong information, provided suggestions for a romantic night, had to file a complaint to get the correct room, accused of smoking and now I'm being told candles are the equivalent of smoking after I was told I could use candles and roses. 
Although I was promised a call that I never received, I would like to negotiate a resolution.  I'm willing to reduce my my refund request by 50%.  If not, I will seek full damages in *** arbitration and/or ***** ***********.
   Complaint: ********

I am rejecting this response because:

Sincerely,
****** 

Business Response: Dear Mr. *****, Thank you for your reply via the Better Business Bureau. We do apologize for your continued disappointment. We do apologize that you never received a telephone call as expected. We do see that *** *********, General Manager, at The ****** ***** *** did email you directly on May 19th. If you did not receive that email, I am including it below: Hello Mr. *****, I would like to take this opportunity to respond to your concerns expressed to Starwood Hotels and Resorts as well as The Better Business Bureau. 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 ****** 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 ***** *******, our AGM, was the MOD and he did verify the fact that there was a very strong presence of smoke residue in the room. ***** 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 ***** ******* have already had this conversation. Mr. *****, 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 ****** Hotel. Be well, *** ********* General Manager THE ****** ***** *** **** ******** ******** ********* ***** * ******* ***** T ************ D ************ F ************ 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. *****, 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, ******* ****** EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS ONE STARPOINT ********* *********** *****

6/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incidental fee that was put as a hold on my account was not released during allotted time period (3 - 5 business days). I checked my statement & discovered that it was instead charged (ran as a transaction) instead of releasing the said hold. Product_Or_Service: Incidental Fee

Desired Settlement: DesiredSettlementID: Refund I would like the 50.00 incidental fee to be refunded to my account. Contacting the billing department left me with no resolution as the answering machines constantly pick up the phone instead. Calling the front desk only led me to a manager whose machine also automatically picked up the call.

Business Response: Dear Ms. ********, Thank you for taking the time to give your concerns from your stay on the Better Business Bureau website. Please accept our apology for your recent experience with the incidental charge. I was unable to locate your stay in our system using only your first and last name. I would like to be able to assist you with your concerns in an expeditious manner. To get this resolved for you as quickly as possible I require the name of the hotel and your dates of stay. Once that information is made available to me, I will get in contact with the hotel’s Revenue Department. Ms. ********, we certainly do appreciate your patronage. I look forward to your response to we can bring this to a close for you. Best Regards, ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS ONE STARPOINT ********* *********** *****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ****** has properly returned the 50.00 incidental fee hold on June 12, 2015. I am sorry that I had to contact the BBB to get any progress done or to have any sort of contact with those in the department of that hotel. I'm disappointed because this is not the first time I've felt slighted by this staff. I sincerely hope that there is some looking into with regard to proper customer service, especially at a hotel with such prestige as ******.

Thank you for your cooperation. I am satisfied with the end result and ask that this case is closed.

Sincerely,

******* ********

6/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ****/debit card used at check-in (April 12, 2015) still has hold of $1,193.63 on my account. Multiple people from Starwood Hotels (***), ******** ******** *************), & ****** ********* have been contacted by email & phone conversations. At least 4 people said hold would be removed by next business day. Just spoke with my bank & no one has ever contacted them regarding removing the hold on my money. There was a $0 balance at checkout (April 18, 2015) paid by my boyfriend's credit card. As a result of hold, my bank charged me overdraft fees twice while staying at ****** *********. Not being able to use my own money over last month has been difficult as a single mother adjusting to not receiving child support as a result of my ex-husband's job loss.

Desired Settlement: Hold removed from my ****/debit card, reimbursement of overdraft fees & possible chance at gaining my business back. Due to major inconvenience of my wasted time on phone/email (hours over last month) & inability to use my own money. A stay at another Starwood Hotel/Resort for a few nights at Starwood's expense would be preferred. If not, my boyfriend and I will take our business elsewhere and will make sure everyone we know will not stay at a Starwood Hotel/Resort ever again.

Business Response: Dear Ms. ******, Thank you for taking the time to contact the Better Business Bureau regarding your recent experience with The ****** ********* ***** ****** ****** * **** ******. 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 ****** ********* ***** ****** ****** * **** ****** was on April 22, 2015. I have spoken with ******* ******* the Rooms Division Manager. He was working on this issue for you at the hotel. On April 23, 2015 ******* 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. ******, we appreciate your patronage to the ****** brand. We look forward to seeing you at one of our hotels in the future. Best Regards, ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD HOTELS & RESORTS ONE STARPOINT ********* *********** ***** Reference# ************

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Stayed at the ******** ***** ***** ******* Room *** from May 7th to 10th. On Website; statement mades that the hotel was recently renovated. This is inaccurate. The lobby was renovated but the room was substandard to what is expected of a 4-5 star hotel and for that matter the quality expected of a Starwood Property which i've stayed and prefer around the world. The room had wall stains, smelled and smoke of dampness and the bathroom appear to not be renovated since the 1980's. The hotel is also under construction so there was drilling on the follow above from 7:30 am when the workers were getting ready to about 7 pm form my entire stay. Made several complaints to the front desk to either find me another room, move to another property or to provide a refund to no availability. General manager was never available and the front desk staff were not authorize to make decisions. My vacation was ruined as i had to leave my hotel room; often tired to as the drilling and construction noise was unbearable or fall sleep in the couch in the lobby to the extend were security often asked why i was sleeping in the couch. Upon arriving to *** ****, called ******** and was told that nothing could be done as i made my reservations via ******.com and referred to call them. I did such and when ******.com reached out to ******** they refused to provide the refund and lied about there being any construction or record of my complaints. Regardless of how i made my booking; i stayed at a Starwood Property because of the expectations of quality and comfort i expect from choosing starwood for my travels all over the world. I expect Starwood to revolve this matter.

Desired Settlement: First; I would like the total amount of my stay to of USD 700 a complementary stay of 4 nights at any Starwood hotel to supplement ruining my vacation, an apology from the general manager os the hotel and a quality assurance expert from starwood to visit the hotel and confirm that this hotel is substandard to the starwood brand. This kind of experience is not acceptable from a #1 worldwide hotel brand.

Business Response: Dear Mr. *****, Thank you for contacting the office of ***** ***************, Senior Director of Customer Service through the Better Business Bureau website. I was sorry to hear of your experience at the ******** ***** ******* Hotel. I understand that you had many issues with the hotel being under construction for renovations. I can understand why this would be upsetting, especially after not finding any advanced notice online. Mr. *****, I have forwarded your comments onto the hotel. Their senior management will contact you within the next five days to address and resolve the matter fully. Best Regards, ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ************ F ************ STARWOOD ****** & RESORTS ONE STARPOINT ********* *********** *****

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Starwood Preferred Member since 2002 and have never redeemed on single Starpoint. I'm asking that my points be reinstated. Multiple attempts have been made via ******* and ********, as well as Customer Service to no avail. Please help me reinstate my points status.

Desired Settlement: Reintate my Starpoints.

Business Response:

From: SPG Executive Office, *****
Sent: 13 May 2015 19:00
To: ******* ********
Subject: Your Starwood Preferred Guest account

 

Dear Mr. ********,

 

Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred Guest account. I appreciate the opportunity to review the comments you have shared.

 

I was concerned to learn of your concerns pertaining to your forfeited Starpoints. Our membership accounts do become inactive if a member does not stay with us or does not have any Starpoints activity with us within a 12 month period. Subsequently, the Starpoints in the account will then expire. From your account, it would appear that this also happened in 2011 when it was reinstated and Starpoints returned. Regardless, we hope that ours and our colleague’s interactions may have served as a reminder which may prevent this from transpiring again. I would encourage you to visit *********** for additional information regarding Starwood Preferred Guest.

 

It is my understanding that our colleagues in our Customer Contact Centre have been in contact with you to review this further. Half of your Starpoints have been requested to be refunded to your account exceptionally, which we hope you will enjoy with our compliments.

 

Mr. ********, we are grateful for the time you have taken to share your feedback with us. We hope you will enjoy these Starpoints to plan your next escape with us and that we may have pleasure of your continued patronage for many years to come.

 

Sincerely,

  

**** ********* ******* ******** ******** ********* ********

6/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was on a business trip for my employer, **** ***** ******** ****** ****** ** as a customer of the ******** ****** *** ***** **** ***** ********* ********* *** ***** ******** ***** from April 7th, 2015 through April 10th 2015. When I arrived at the hotel, I provided the clerk a copy of the State Colleges Tax Exempt form for their records. When **** ***** ******* received the billing information, the ******** charged State Sales Tax on the college’s corporate credit card. When I contacted the hotel to have the charges reversed, the hotel refused. The college has insisted that I pay the state taxes in the amount of $60.54

Desired Settlement: Refund of the state tax fees which should not have been charged based on the documentation that I provided at the time of check-in.

Business Response:

Dear Mr. *****,

  

Thank you for reaching out to  and the Consumer Affairs, Executive Division office.

 

I am in receipt of the comments you left with the Better Business Bureau in relation to your stay at the ******** ****** *** ****. I do apologize that your stay was not tax exempted upon check out. We thank you for the business you and **** ***** ********** 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 ******* state law for them to exempt your stay from taxes. The Revenue Department at the hotel has been in contact with **** ***** who have sent their credit information to the hotel. They will now be able to remove the taxes from your stay.

 

Mr. *****, 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,

 

 

 

 

******** *******

Executive Consumer Affairs

Guest experience intelligence

* ************  * ************   ******** ****** * ******* *** ********* ********* *********** *****

6/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stayed at a **** ****** in ********* ** 3/15 3/17 and 3/18 of 2015 and am having a difficult time getting credit for the time spent at the hotel credited to my ***** ******** account. I have called numerous times sent numerous e-mails and sent documentation twice. My name on my ******** account is ******* ** ****** and the name I signed up with on SPG is **** ******. My I feel like SPG is making this as difficult as possible to get credit for my stay.

Desired Settlement: I would like the 494 miles credited to my ***** ******** account and to stop getting the run-around from SPG. Please have someone call me who can fix this over the phone.

Business Response: Dear Mr. ******, Thank you for contacting the office of ***** ***************, Senior Director of Customer Service. I see you are having problems sending ********** to your ***** *** ***** account. Your e-mail was not clear on if you were looking to have the ********** transferred over as a direct deposit or if you were inquiring about ***** ********* Rewards. To explain further; if you have chosen a direct deposit, the ********** were transfer completely out of your SPG account. They would then be deposited into your *** ***** account. If you are looking for ********* *******, you would earn ********** as you normally would and then earn one *** **** 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 ********* *******, you must sign up for that at *********************. When signing up for ********* *******, the name on your SPG account must match the name on your *** ***** 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 *** ***** account, please contact our research office at ***************************. 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 ********* ******* are not retroactive and you must be a ********* member with ***** to earn *** ***** at ******** ******. 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. ******, 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, ******** ******* EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE * ************ * ************

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Hopefully they will do as they say and credit me the 494 miles I earned with *****. ( I have to wait 2 weeks to receive the credit) 

Sincerely,

**** ******

6/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The hotel provided a group rate of rooms for 9 rooms of $49 not to include applicable taxes. When checking in the room the rate was $109 plus applicable taxes. I have a written quote for our group but was charged more than what was agreed too. When I asked the front desk they said that we weren't able to provide that room rate and had to make a management decision and charge all 9 rooms the cost of $109. This was signed by their manager when the group rate was agreed upon and they did not accommodate nor honor their rate.

Desired Settlement: DesiredSettlementID: Replacement For the time and anguish I strongly believe the hotel due to their reputation should provide me with a room free of charge. I had no other choice but to stay that night whether I had the funds they wanted. I was from 3 hours out of town and had no other choice since I was attending an event that morning. This was a beautiful hotel but lacked the professionalism that they should in meeting their quote.

Business Response: This file was responded to by asking the guest which hotel this was in reference to and offering assistance directly with our office.

Consumer Response:

 
Complaint: ********

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 * ***** ******** in *** **** at the airport on 1st street.  The company should honor their rate that was provided by their management. 

 


Sincerely,

***** ** ****************

5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December, I stayed at the ******** ******* ***** *** ****** for three nights. I have a Starwood Rewards account and wanted to earn points as part of that stay. The account is connected to my ********* rewards account and my points are supposed to automatically be exchanged for ********* ****** ******* points. However, the ******** assigned the points for that stay to a different rewards account. Apparently, I had long ago previously signed up for a Starwood Rewards account, using the same email address and the points were applied to that account. After speaking with the Starwood Rewards team by email numerous times, they were able to combine my two accounts. However, they refused to have the points from this stay exchanged for ********* rewards. First of all, I have never heard of a company allowing someone to set up two different accounts using the same email, so I don't understand how Starwood allowed that to happen. Regardless, I do not think it is right that because Starwood mistakenly allowed two accounts to be set up, that I now am not being allowed to have those points exchanged/transferred to my ********* account. I do not stay at Starwood hotels very often so the points are doing no good to me in the Starwood account.

Desired Settlement: All I want is for the points that are currently in my Starwood account to be exchanged for points with *********. This costs Starwood nothing, I would think they would be happy to oblige and make one of their customers happy. My Starwood Rewards account number is: ***********.

Business Response: Dear Mr. *********, Thank you for taking the time to contact the Better Business Bureau regarding your Starwood Preferred guest. I appreciate the opportunity to review your comments relating to your Starwood Preferred Guest account. I was concerned to learn that a 2nd SPG account had been created for yourself unbeknownst to you. I can understand the disappointment you must have felt when learning that points had been credited to the account which did not have a Direct Deposit arranged to your ********* frequent flyer account. Every effort is made to ensure that our guests only have one valid Starwood Preferred Guest, both through automatic and manual processes. However, if we are unable to determine for certain that 2 or more accounts belong to the same person, these cannot be merge without the members consent. I’m glad to see that once we could determine that both accounts belonged to you, these were merged. Moving forward, we would encourage you to keep an eye on your SPG accounts to ensure that only one remains active I have looked into this further and have found a solution. We have been able to repost your stay with ******** ******* ***** & Towers; as a result your Starpoints from this stay are now in the process of being converted in to 600 ***** Rewards points which will shortly be posted to your ********* frequent flyer account. I would encourage you to contact ********* directly to confirm if these have been posted. Mr. *********, if you have any additional questions please feel free to contact me directly and I’d be happy to help. We hope we’ll have the pleasure of welcoming you back to one of our distinctive locations in the near future. Sincerely, (Ms) ********* ******* CONSUMER AFFAIRS, EXECUTIVE DIVISION T ************ STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T ************ FAX ************ GUEST EXPERIENCE INTELLIGENCE Ref ************ STARWOOD HOTELS & RESORTS ONE ********* ********* ** *****

5/15/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My first night at the ****** ***** *** was sleepless. Rain contributed to the traffic noise on ******* ** where the hotel was located and surrounding guests were inconsiderate all night. I began asking for a room change at 7am Saturday morning and was told to check at noon which I did. I was told that the hotel and staff were very busy at noon and I would receive a call back. That call never came. When I inquired again around 2pm, I was told we could move to another room on the 12th floor and that a suite would be $21 more. Yet by the time I got to the lobby, I was told that the room on 12 had been booked and to check back. ** then called the Manager on duty to ask if we could upgrade and he would call me. After that call went unreturned I came back to the lobby and was told the suite could be offered at $50 discount making it $150 a night but not to worry, a room would be found. Upon checking out, I learned that the quoted rate of $150.00 was an UPCHARGE on my bill added to the $129.00 Starfriend rate for two nights totaling $279.00 per night. I never verbally agreed to, signed for, this rate increase or additional charges for a new room. Account_Number: Confirmation *******

Desired Settlement: DesiredSettlementID: Refund Refund the $129.00 - $258.00 for two nights. I am not asking for a free room or to be refunded for poor service or a sleepless night. I will pay the rate that I agreed to and that my reservation paper work reflects when I checked in. Thank You.

Consumer Response:  
Complaint: ********

I am reviewing this response as we continue to talk about a reasonable solution. 

If you could take a minute to help me understand the Starwood point system and what has been added to my account, I really appreciate it. 
I hold Starwood in high regard and really think that the Westin staff was not only wrong, they went about it in a less than helpful way. 

Sincerely,

***** ******

Business Response:

Dear Mr. ******,

 

Thank you for taking the time to connect with the Better Business Bureau and through them to the Executive Consumer Affairs Office for Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with The ****** ***** ***.

Firstly thank you for your loyalty over the years.  We were sorry to read issues you had with your room subsequent billing for the upgraded room.  In reviewing your customer service file, we do see ***** *******, Assistant General Manager, has connected with you to discuss your experience.  Should you have any further concerns we invite you to re-connect with ***** has he and the local team in ***** will be best able to address them for you.

Mr. ******, 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,

 

******* ******

Executive Consumer Affairs

Guest experience intelligence

* ************  * ************

 

starwood hotels & resorts

One starpoint
********* *********** *****

4/16/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I were planning a stay in ******** *********, and found the ******** ******* Hotel on *******. It was March 7, and ******* was offering a “flash sale” of 25% off until midnight that night. The price was $89 for a non-refundable room with one king bed from March 26 to 27. I checked the price on the ******** website as well, and it was $107 for the same room. I was about to go back to ******* and book the room, but then I saw a link to “Learn About Our Best Rate Guarantee.” I read all of the fine print, which said, if a lower price is available within 24 hours before or after booking through ********, ******** (the owner of ******** Hotels) would reimburse a customer for the price difference plus an additional 20% off the lower rate. This seemed too good to be true, so I called the reservation phone line. I explained the prices on the ******** website and on ******* and asked if I would get reimbursed up to the lower ******* price plus 20% if I booked with ******** now and then made a claim on the Best Rate Guarantee. He said yes. It was around 2:30 p.m., and I immediately made my claim using ********** Best Rate Guarantee form online. I specifically stated that the lower price would only be available on ******* until midnight but I could provide documentation of that price in case they chose to review my claim later. The next day, on March 8, I received an email stating that my claim was denied because the price on ******* was now the same as the $107 price on ********’s website. I responded immediately with a copy of the printed documentation of the ******* price from March 7. I got an email from another representative saying that my claim was still denied because the price had to be available online for their review at the time the claim was processed, and claims are processed in the order received. I asked to speak with a supervisor, and the supervisor sent me an email again denying my claim for the same reason. I then asked to speak with a member of the legal team and stated that I would make a BBB claim if this issue was not resolved. Someone from the executive office in *********** emailed me with another denial under the same reasoning, citing the following policy: “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 ******** 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). For purposes of comparing the Competing Rate and the rate available on the ******** Websites, only the Competing Rate and the rate available on the ******** Websites that are each available at the time the applicable claim is processed will be considered by Starwood.” I have complied with this policy, as the competing rate from ******* was “currently available … online” at the time I submitted my claim. Likewise, the competing rate was available “for purposes of comparing … at the time the applicable claim was processed” using the documentation I provided. Even if ******** believes that the competing rate must be available on the competing website at the time of processing the request, that would be an irrational interpretation. The policy also states, “If you do find a lower published rate prior to, or within 24 hours of, booking your room, simply submit a Best Rate Guarantee Claim to us and we'll honor the lower rate.” It would be impossible to verify a lower rate that was available 24 hours before booking if the claim isn’t processed until a day or more later. That is, ******** must be able to accept proof of an earlier-available rate or else they wouldn’t allow claims based on “a lower published rate prior to … booking your room.” Additionally, allowing ******** to deny claims because the competing rate is no longer available online is completely unfair because all they have to do is wait to review the claim until the price changes and then deny the claim.

Desired Settlement: When I first contacted Starwood, I sincerely expected to receive an email approving my claim and reimbursing me $36 ($18 for the lower rate and $18 for the extra 20% off). That was all I wanted from the beginning and when I went through 4 separate denials for this claim. But now I feel I should be reimbursed for the entire room cost because of the ridiculous amount of time I have spent trying to get my claim approved. I have now called the company, written a claim, written 3 long emails, read 4 automated email responses, read 4 representative email responses, and written this extensive complaint with the BBB.

Business Response:

Ms. ************* Best Rate Guarantee claim was fairly denied as per the Terms and Conditions of the Best Rate Guarantee Program. The following was also emailed directly to her:

 

Dear Ms. ***********,

 

Thank you for your email. Through our internal channels, this matter was forwarded to my attention. We appreciate the opportunity to review the concerns you have shared regarding our Best Rate Guarantee.

 

I am unsure which aspects of our Terms and Conditions you reviewed, and regret any misunderstanding with that. To confirm, the following information is listed:

 

·       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 ******** 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).

o    For purposes of comparing the Competing Rate and the rate available on the ******** Websites, only the Competing Rate and the rate available on the ******** Websites that are each available at the time the applicable claim is processed will be considered by Starwood

 

The Terms and Conditions clearly state that the rate must be a currently available published rate online and available at the time of processing your claim. I have reviewed the claim you submitted, and the steps taken to process it by our BRG Team. Respectfully, this claim was reviewed appropriately according to how the process works.

 

I would agree that it is likely that the time and energy spent to discuss this matter exceeds the value of the request, which is unfortunate. However, it is also important to ensure we are applying the Terms and Conditions of the program fairly and consistently. It would not be fair or right to our many other guests for whom we have denied claims to honor yours. It would also be unfair to the guests whose claims are honored by using the program as it is intended. In that respect, the time and energy spent is worth the effort to uphold the values and integrity of the Best Rate Guarantee Program.

 

Please be assured that we appreciate the concerns you have shared with us. We also appreciate the opportunity to confirm we are doing the right things as a company in our operations. I do apologize for any frustration or ill-will our response may have caused. However, given the information shared and understanding the claim was processed appropriately, we will respectfully decline to honor your claim. We do encourage you to continue using the program, should you locate lower rates on competing websites.

 

Ms. ***********, we appreciate your desire to stay with us, and hope to welcome you for a positive stay with us in the future. While I did not see a ******** Preferred Guest account in your name, I would encourage you to consider enrolling at www.spg.com/join. If you have any other questions or concerns, please feel free to connect.

 

Best Regards,

 

******* ******

Consumer Affairs, Executive Division

Guest Experience

******** Preferred Guest Executive Office

 

* ************  * ************


******** ****** * ******* *** ********* ********* *********** ***** ***** ************

 

Consumer Response:  
Complaint: ********

I am rejecting this response because ******** 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 BBB). 

Sincerely,

******* ***********

Business Response:

Ms. ************* 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 ******** 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 ******** Websites, only the Competing Rate and the rate available on the ******** 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. *********** 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. ************* 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,

 

******* ******

Consumer Affairs, Executive Division

Guest Experience

******** Preferred Guest Executive Office

 

* ************  * ************


******** ****** * ******* *** ********* ********* *********** ***** ***** ************

 

Consumer Response:  
Complaint: ********

Unfortunately ******** 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 BBB.  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 ******** but because this process is going nowhere.  Starwood, you have officially won this dispute and lost a customer.

Sincerely,

******* ***********

4/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Three friends and I stayed at the ****** ******** *** in ******* on February 20-22. We are all female 33 years old, mothers, wives, and teachers. When we woke up Saturday morning we discovered $500 missing from our room. Security came up and did a lock check. Then came back with manager on duty. Neither one apologized or asked if we were ok. They both denied that anybody had been in our room and even blamed one of us from stealing from each other. We were devastated. We wanted to see this report. They refused to show us. We filed a report with the police and were instructed to call all credit card companies. In the meantime one of our husbands called and spoke with manager on duty. She was overly nice to him and acted concerned with our feelings and wondered if she should, "have something sent up to our room."Seven hours later we still had not gotten an apology, anything sent to the room, eaten, or even asked how we were feeling. I called manager on duty and asked to be switched rooms. We would have switched hotels but nobody had the extra money. The next day I called corporate. I was PROMISED that the hotel would make this right. I got a call today from the insurance company. Since the report shows no one was in our room and we didn't use the safe, they are doing nothing. The hotel then closed the file with not another word to any of us. I called corporate back and pretty much got no where. I understand this can HAPPEN ANYWHERE but it's how it's handled that sets the hotel apart from others. We CHOSE the ******. But we will NOT CHOOSE it again. And, EVERY ONE we speak with is urged not to either. Someone needs to step up and realize that following protocol doesn't always work. We are humans who were robbed, blamed, and devastated! We weren't asking for much...just to be believed and taken seriously!I hope this NEVER happens to anyone again! Product_Or_Service: Hotel room

Desired Settlement: DesiredSettlementID: Refund At this point I think refunding our room stay would settle this. It's far less than what was stolen from us!

Business Response: 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.

4/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We decided to attend the 90 minute preview of this resort in ****** ***** a few years ago. While there, we had decided to go forward with it, but due to computer issues your company was having we were unable. You all let us "try it out" where we paid $100 a month for 12 months. We came the next year and was put in the wrong room. We had 3 children in a "shotgun" looking room. We were forced to stay the night there, but Management did put us in the correct room the next day. They told us that what we paid for was the 'Shotgun" room. We advised them we were never showed this room. We then found out that our Sales Rep the year before had mislead us and given us false info and was fired. We stayed a whole week and fell in love with the ****** ***** Resort. My wife and I loved it and so did our children. The next year, we went back we had issues yet again. When we called to book our room and where told that there was no availability. We called several months in advance, but was instructed by Salesman to call as close to the week as we can that we want to go. After weeks of waiting for someone to cancel, we finally got in. Now, here we are again, we called to book our week vacation and we are being told that there is no availability the ENITRE summer. We have spoken to several managers and were told there was nothing anyone could do for us. We spent over $3000 last year for this vacation and are now being told that we cannot take a vacation at the ****** ***** resort. We are unable to travel to Florida or any other resorts due to a medical situation. This is absolutely ridiculous that we spent so much money on something and cant even take a vacation and enjoy it. This is definitely not how you do business and treat the consumer that is paying your bills. We are so dissatisfied at this point.

Desired Settlement: I want to be able to come to Myrtle Beach Resort any time in June or July for a week with my family this year.

Business Response:

 

We have spoken to *** ****** and have confirmed a reservation for him for 6/23/12-6/30/15 at the ******** ******** ********** in ****** ****** **, which is his home resort. 

 

Always a pleasure,

 

******* ****** *****

Consumer Affairs Specialist

* ************ *** ******* *** ******** ******** ********* **** *** ***** ***** ******** ** *****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed at the **** ****** ******** in *** *******. For one i got a petty inferior room type compared to me being an spg gold ( the only room on the floor without a balcony and right next to the elevator . This is not a big deal although quite disappointing no the problem was much bigger then that. There is a visitor limit of 4 people per room i used my limit and they would not allow me to remove them from the list even though they already left the state and were not able to come back and surrender the wrist bands. I asked to speak to the manager who threatened to call the police on me if i keep talking about the issue . I am quite disappointed in the level of service as well as not allowing me to bring new guests to my room and ruining my experience...

Desired Settlement: Honestly my vacation was pretty much ruined so perhaps an apology from the shift manager whom i talked to who was working Sunday night as well as a refund of the points

Business Response:

Dear *** ******

 

Thank you for taking the time to contact the Better Business Bureau regarding your recent experience with the **** ****** by ******** ****** *******. 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 **** ****** by ******** 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 **** ****** by ******** ****** ******* is a franchised property, which is independently owned and operated.  This Hotel utilizes the **** ****** by ******** 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 **** *****, 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.

*** *****, 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,

 

**** ********* *******

Consumer Affairs, Executive DivisioN

T ************

Starwood Preferred Guest Executive office

t ************

FAX ************

Guest Experience Intelligence

Ref ************

 

starwood hotels & resorts

One StarPoint

********* ** *****

 %

Business Response:

Dear *** ******

 

Thank you for taking the time to contact the Better Business Bureau regarding your recent experience with the **** ****** by ******** ****** *******. 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 **** ****** by ******** 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 **** ****** by ******** ****** ******* is a franchised property, which is independently owned and operated.  This Hotel utilizes the **** ****** by ******** 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 **** *****, 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.

*** *****, 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,

 

 

**** ********* *******

Consumer Affairs, Executive DivisioN

T************

Starwood Preferred Guest Executive office

t ************

FAX ************

Guest Experience Intelligence

Ref ************

 

starwood hotels & resorts

One StarPoint

********* ** *****

&nbs

2/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Im trying to redeem my Starpoints to book a few nights. The nights are 7/7/15 – 7/12/15 at the ****** *** *****.The website clearly has a check mark next to SPG Free Nights and it says to call to redeem. When I called I got the runaround and I was told that I could not use my points for a free night. I explained that on the website is bold red lettering that clearly states; "If the Lowest Standard Rate is available for your dates and Free Nights are not, please contact us to book Free Nights". The lowest standard rate is available via there calendar. Every time I call I get the runaround. On The starwood website the lowest standard rate is available( have a screen shoot to prove it) and under SPG Free night it clearly states the caption in red above, I have over 250,000 starpoint and I cant use them at all. The two people I spoke with on the phone both called me a liar when I told them what the website says. I tried to speak with a manager and I keep getting told that there is no manager available, then they transfer me and I get hung up on. There are rooms available at the hotel I dont understand why I cant use my point when it clearly states I can on the website.

Desired Settlement: I would to use my starpoints for a room on 7/7/15 - 7/12/15 at the ****** *** ***** *** **** ******** *** ****** ********** ***** ****** ******

2/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Starwoods*** account that became inactive. I reactivated the account, which was apparently merged with someone else's account. I was unable to access my account on-line and called in, the operator told me what information they see. I called back in and had the email address changed to my email address, which gave me access to the account on-line. The information (address, credit card, email, phone numbers, history of stays) were not my information. This in my opinion is a breach of privacy and account integrity. The other person was notified that I changed the email address on file and called into the Starwoods call centre to have it changed back. I spoke with Internal Affairs department, who said account integrity was important and the situation would be resolved shortly. I also spoke with a call centre representative and manager, who said a new account was created and offered 12,000 points as a compensation for my difficulty. Two days later someone on the Starwoods team merged the new account with my information with another person's account (similar names). I did not know what to do as everyone kept telling me it takes time and back office behind the scenes teams are working on the situation to sort it out. I also left a message for the Vice President, who had one of her employees contact me to sort out the information. I spoke with******* ****** who managed to sort out the accounts, which took a month (over the time I was travelling). I was given a new account number with my current point balance of good-will points added. I was told that they would manually go through the accounts and find out whose transactions belonged to each person whose accounts were merged. I received an email to say all the transactions were mine, with an email thread of someone else. I contacted the head-office of Starwood and told them that the emails were not sent by me. The accounts were again frozen and ************* tried to verify whose information was true and sort where it belongs. He assured me my information was secure, however I also read in the email thread that the person at question said they lived in Boston and now are sharing my home address of Toronto - how would they know this information? The stories are not making sense and its now been two months that I have had worry that my information is being visible to other people and that my account integreity is comprimised.

Desired Settlement: Throughout this mix-up a reservation I booked for my honeymoon scheduled for April 2015 was lost and then not confirmed. I would like to have the accounts distinct and not merged, and for the merging to not occur. I am also asking for complimenary service as a few nights stay for my honeymoon in April. I also want the privacy of my information to be upheld.

Business Response:

I have spoken with Mr. ****** regarding this concern previously. He accepted the responses I provided, but indicated he may follow up with other sources as he deemed appropriate. I have re-connected with the guest to confirm our position:

 

 

Dear Mr.******,

 

Our offices have received of your recent complaint to the Better Business Bureau. When we last spoke, I was under the impression this matter was sorted, so it is disappointing to see you do not feel this to be the case. To confirm, the Better Business Bureau is not an authority to whom we report. Their role is to try and advance marketplace trust by providing an opportunity to review and respond to guest concerns. They did share your complaint with us so that we could respond further.

 

Based on our discussion, we did confirm that your account reflected accurate information at this time, and the correct********** were awarded. We have also resolved the concerns relating to the account belonging to the other Mr.*************. While I cannot continue to discuss personal details relating to another guest, the email you were forwarded did not confirm you were sharing the same home physical address on your accounts. There was a misunderstanding relating to which address in Toronto was being referred to, which was also resolved.

 

Mr.******, your account security was not breached during this process. Other information was merged into your *** account; this would not provide any guest access to your personal information Fortunately, the action did alert the other guest, which allowed us the opportunity to sort this matter out accordingly. Information regarding your new account has been provided to you.

 

With respect to your reservations, we were unable to locate any bookings created for ** ******** **** **** in April. We also connected with the hotel management, who were unable to locate any reservation created, past or present, using your account or name at their property. Without any confirmation number or email confirmation, there is no cause to believe you would be charged by Starwood for any reservation. If this was not booked through Starwood directly, I cannot guarantee the same.

 

We have extended 22,000 ********** in goodwill for this, as well as the 2,400 ********** in stay credit which expired due to inactivity on your previous account. Respectfully, we will decline to extend further goodwill at this time. However, we hope the ********** you have been provided contribute towards a positive experience with us, wherever you choose to go.

 

Mr.******, if there is anything further regarding this matter you wish to discuss, I am more than willing to do so. Please feel free to connect with me directly.

 

Best Regards,

 

*************

******** ******** ********* ******** ***** **********

Starwood Preferred Guest Executive Office

 

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** ********* ********* *********** *****

FILE: ************

 

1/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: we are owners and paid over $1100 in 2014 for our condo points, tried to book the middle to end of Dec. nothing was every available, finally booked in Orlando on 1/1/15 and just realized those points were applied to 2015. Called to see what they could do and was told nothing..... we are just out the $1100...sorry! Every time we try and use these points, the places we want to go are full. And yet we see them giving out room after room to potential new customers to make a sale, while the current owners get screwed. It seems as if they are allowed to sell more points then they have rooms available, so when we try and book, guess what.....full. And I loss out on my points and $1100. Not far at all.I am a small business owner and have always made exceptions to people because my reputation is on the line. These people need to get back to the basics and focus on customer's!!!

Desired Settlement: Apply our 1/1/15 trip to the points we bought in 2014 as intended.

Business Response:

Dear BBB:       

This communication comes in follow up to the complaint filed with you by Mr. and Mrs. ***** ***** regarding their vacation ownership at ******** ******* ******** Resort. Please be advised that our Resolution Services Department  has recently been in communication with Mr. and Mrs.***** and addressed their concerns.        

In review  of Mr. and Mrs. *****’s account, we find that they booked an online reservation for January 1, 2015 at ***********************. As the reservation was booked for a 2015 resort stay, Mr. and Mrs. *****’s 2015 week was utilized for the stay. Therefore, Mr. and Mrs. *****’s 2014 week expired as it was never utilized and/or assigned with their external exchange company (*********************) by December 31, 2014.       

Although we are unable to reinstate Mr. and Mrs. *****’s expired 2014 week, arrangements have been made to extend Mr. and Mrs. ***** with one week (7 nights) through ******** ************* for their future use.  They will have until December 31, 2016 to use the week with *********************. 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. ***** have been reminded that owners have until December 31st of each calendar year to use their week with Starwood *****************, Inc. or save their week with ******** ************* 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 ***************************.com.       

Respectfully,        ****** *********  

CONSUMER AFFAIRS SPECIALIST  

t *** *** ****  F *** *** ****              

Starwood ******** *********

**** *** ***** ***** ******** ** ***** ****** ******  

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. It's just unfortunate we had to take it to this level to get resolution on this matter. We acknowledged that it was an unfortunate oversight on our part, along with limited condo availability, that caused this one day booking error. However, as long time owners of Starwood one would think something could have been done for us on our initial phone call.  

Sincerely,  ***** *****

1/26/2015 Billing/Collection Issues
1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We stayed in ******** ******* **** ***** Hotel from Jun 23 to 27. Before I arrived, I called to request a room not on the highway side and got the answer "sure". Well, when we arrived, it is a room facing the highway. I then called to change the room and was told no room left now. The second day, when we came back in the evening, we found the room was not cleaned at all, so I had to call again for house keeping. The third day, the room was cleaned but there was no bath towel in the room. Called the front desk, then house keeping. The problem was the house keeping lady did not speak English. She took wrong items to our room. We needed to call serval times to front desk, house keeping, back and forth to get the towels. Really frustrated. We left on June 27, and asked to use a different credit card from the one we gave at the beginning to pay. Then after a while, I noticed that we got charged twice on both credit cards. I am a starwoods member, and I stayed in different ******** hotels. This is the worst experience ever with ********, and I am really disappointed.

Desired Settlement: 1. I need an apology for the bad services.2. I need my money back since I got charged twice on both my **** and **.3. I need compensation for the bad services/experience and my time wasted.4. Please improve your quality to serve customers in right way.

Business Response:

From: WP, Consumer Affairs
Sent: 02 January 2015 16:43
To: **** **
Cc: ******* ******
Subject: Your recent experience with the ******** ******* **** ***** Hotel

 

Dear Mr. **,

 

I hope this email finds you well and that you have had a wonderful start to the New Year. Through the Better Business Bureau, your stay with the ******** ******* **** ***** Hotel has been shared with us. Please accept our sincere apologies for any inconvenience caused by this.

 

I was deeply concerned to learn that the room you received were not as expected and that daily housekeeping was not provided. This in combination with the charges reflecting on your credit card is not the warm, connected experience we want our guests to have.

 

Copied in this email is ******* ******, Front Office Manager. It is my understanding that she has emailed you personally to sincerely apologize. This hotel has recently changed some members of management. They are now actively working together to improving their service to prevent such circumstances from happening. She has also asked if you could reconfirm what you were charged, so she may review this as well as refund if needed.

 

Mr. **, as one of our esteemed members, we are grateful for the time you have taken to share your comments. We hope you will allow us the chance to provide a better service experience upon your return.

 

Sincerely,

  

**** ********* *******

Consumer Affairs, Executive DivisioN

 

1/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am an *** member and the name on my account is my maiden name. I was married in 2012 and the company refuses to change my name without documentation that does not exist. They asked for a copy of my marriage license but told me it was insufficient to change my name. Colorado only puts the new married name on the licenses and does not reference the maiden name. Starwood will not accept this as proof of a name change. They will not accept my driver's license with my new name either. They require a court document showing my old name and new name. Colorado doesn't do that for marriage, and every other organization including the federal government has accepted my forms as proof. Further, my point transfer request was denied. I am not able to get credit for the hotel stays I had this year or take my points to another account.

Desired Settlement: The proof of name change requirements are impossible to meet. I am only requesting that I can change my name with the legal documents my state provides. Further, refusing to transfer my points is unacceptable. I should be allowed to gift my points to whomever I please, especially my husband.

Business Response:

From: S** Executive Office, *****
Sent: Tuesday, December 30, 2014 4:39 PM
To: *****************************
Subject: Your connection with the Better Business Bureau

 

Greetings Mrs. *******:

 

Thank you for connecting with the Better Business Bureau.   Please accept our apologies for your recent experience with the Starwood ********* ***** program.

 

I apologize, through you never disclosed your maiden name.  I have searched by your email address and telephone number, and the account I discovered does not bear your name.  It has a gentleman’s name on it, and possibly belongs to your husband.  Please provide us with the following information so we may assist you:

 

1.       Your maiden name.

2.       If known, your Starwood ********* ***** number.

3.       The email address associated with that account.

4.       The email address you used to communicate with Starwood regarding the name change.

5.       The full mailing address on the Starwood ********* ***** account.

6.       The legal documents you have to support this request.

 

The name shouldn’t affect your ability to earn Starpoints as long as the account is active.  Also, gifting your Starpoints can be done without an internal transfer.  You would simply need to call Starwood ********* ***** and book the room, advising them that you are gifting this reservation.  We require the name of whomever you’re giving this booking to be entered into the system.  You would also need to know the password information to redeem the Starpoints.

 

We look forward to your response.

 

With Kind Regards,

 

****** *****

Consumer Affairs, Executive Division

 

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** ********* ********* *********** *****

FILE: ************

1/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: As a S** Platinum Member, one of the benefit listed on the website and in all marketing material is "Guaranteed room availability when your room is booked by 3:00PM, 72+ hours prior to arrival". The disclaimer does not say that this benefit is only "when available". This is the primary benefit I planned to use when I worked to qualify for Platinum status. Today, when I tried to take advantage of the offer for a trip next week, I was told that I couldn't use it at the hotel I chose. Apparently, all of the available overrides had been used. I went back to the website and marketing materials and found no reference to this "when available" limitation. This is blatantly false and misleading advertising. I've been loyal to Starwood for years and feel completely tricked. You can read the "Guarantee" plus the disclaimer here: ********************************************************************************************

Desired Settlement: Honor the benefit and/or change your advertising/"guarantees".

Business Response: 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.

12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am visually handcappied and made a reservation utilizing the wrong date which subtracted ********** from my account. For months I have been bounced around and around to get them credited back to my account and everyone says someone else has to handle the transaction.

Desired Settlement: Refund credit of points back to ********** account

Business Response:

From: *** ******** *******
Sent: 02 December 2014 17:29
To: '*********************
Subject: Your complaint with the Better Business Bureau

 

Dear Mr. ******,

 

I hope this email finds you well and that you’ve had a wonderful start to your week. Through the Better Business Bureau, your experience with your *** account and one of our distinctive destinations has been brought to our attention. I appreciate the opportunity to review the comments you have shared.

 

Unfortunately we were not able to determine which location this is in reference to. If you could kindly confirm the hotel as well as the details of your reservations, I’d be more than happy to examine this further.

 

Mr. ******, as one of our esteemed members, I appreciate the opportunity to connect with you personally. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

  

**** ********* ******* ******** ******** ********* ********

Consumer Response:  
Complaint: ********

I am rejecting this response because: communication on this case was scheduled by mail not electronically

Sincerely,

****** *****

Business Response:

To whom it may concern, please note that we have called the member to request clarification of which hotel this is in relation to. Without this information, we cannot investigate this further. We will also be sending a letter to the guest, containing the same information as the email previously sent.

Best regards,

*****   **** ********* ******* ******** ******** ********* ********

 

12/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a *** **** member. I stayed at the ***** ******** in Vietnam from 24-27 Nov 2014. According to the *** **** benefits, a 4pm late check in is available for non resort and conference hotels, which the ***** ******** is. I told the front desk at check in that I would like to check out at 4pm, but the day before the checkout date I confirmed with front desk again and was told it was not available because the room already reserved for another guest checking in on 27 Nov 2014. Please confirm your terms and policies for this 4pm late check out benefit for *** **** member. Below is an excerpt from *** website on *** **** benefits regarding 4pm late checkout: 4 p.m. late checkout, where available. Foot note 4 Foot note 4: 4. Subject to availability at resort and conference center hotels.

Desired Settlement: I would like a clarification of the *** **** membership benefits in particular the 4pm late check out. Because on the *** benefits explanation mentioned "where available" and NOT "when available" the front desk explanation of the 4pm checkout non availability was not satisfactory.

Business Response:

From: *** ******** *******
Sent: 05 December 2014 16:39
To: **** **** ***
Subject: Your recent experience with the ******** ***** *****

 

Dear Mr. ***,

 

Thank you for taking the time to connect with the Better Business Bureau regarding your recent stay with the ******** ***** *****. On behalf of the Executive Office, please accept our sincere apologies for the inconvenience your stay caused.

 

I was concerned to learn of the challenges you had with receiving a late check-out until 16.00. This is a guaranteed benefit for our **** members at all of our hotels, which are not resort, conference and/or convention destination. As ******** ***** Hotel is not such a location, your request should have been honoured.

 

We have shared your feedback with the hotel and it’s my understanding that **** ******, Front Office Manager has emailed you personally. We hope you have accepted her sincere apologies. She is following up with the associate in question to enforce this guaranteed benefit for our **** members.

 

Mr. ***, next time your plans bring you to one of our connected locations, please do let me know. It would be my pleasure to follow up with the hotel of your choice to ensure you have a stay reflective of the high service we can offer.

 

Sincerely,

  

**** ********* *******

Consumer Affairs, Executive DivisioN

11/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I asked a charge for a service charge that I didn't want to be removed from my bill at the Starwood (********) Hotel in ******* on Thursday, Sept. 25. The reception clerk assured me that it would be removed. Then when I checked out, I was told that if I just leave my key I would automatically get my receipt (folio) emailed to me. FOUR days later, I had to contact the hotel to ask for my receipt. I got it the following day. That is when I noticed that the "upgrade" charge was still on my bill, totaling more than $250! I contacted the hotel by phone and was told that I had to wait until 8 a.m. the next day to reach someone since it was after hours. Rather than do that, as I was going to be at meetings all day, I emailed customer service. I was told I would have to wait UP TO FIVE days for a resolution. In the meantime, I am being charged interest on my credit card. Also, I can't put in for a reimbursement from my company until I get the bill resolved and get an accurate receipt. I want my refund AND I want a receipt.

Desired Settlement: Justice now.

Business Response:

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: *** ****** ***
Sent: Friday, October 03, 2014 5:58 PM
To: '*************************'
Subject: Your recent stay at the ******** *******

Dear Ms. *********,

Thank you for following up with us regarding you recent stay at the ******** *******.  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 ***** ****** *******, 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. *********, 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 *** 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,                           

*** *** *****   
F**** ****** ******** ******** ******* ***** * ******
t — *** *** **** f — *** *** ****

******** ******* ***** * ******
*** * ***** ***** ******* ******** ******** *****

10/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Starwood ********* ***** (***) offered me the option of receiving 35% off a hotel stay that uses their points rewards, i.e. that I can use 35% fewer points than usual for a rewards stay. When I decided on a specific property and dates for which I wanted to use the offer, I went to the online link to select the offer. The page told me the offer has expired. The original message with the offer did not indicate an expiration date for the offer. Neither did the statement of terms and conditions for the offer. In spite of no written information to me about the expiration date, *** has taken the offer away from me, telling me I wasn't in compliance with the offer, and are telling me there's nothing I can do about it. This is the same response from both my phone discussion with one representative and my e-mail discussion with another representative. Background details are copied and pasted below. ------------------------------------------------ Dear Mr. ********, Thank you for contacting Starwood ********* ***** regarding the ******** gift you received in December, 2013. It is always a pleasure hearing from our elite ******** members. I appreciate your continued loyalty to Starwood ********* *****. I understand the frustrations you have encountered due to the expiration of this elite gift. As the promotion has ended, the links provided are unavailable to me to research them for the expiration date. Each promotion created is carefully researched and put together by a specialized team. Promotions are released with specific terms and conditions and are made available for a specific time frame. Once the maturity date has passed, we cannot extend the dates. All promotions are activated and controlled by specific codes and they are system monitored. Once no longer available, the code is purged from our system and cannot be retrieved. I am sorry you missed the registration date for this promotion. Mr. ********, it is valued guests like you, who keep our award winning loyalty program on top. We look forward to assisting you with your worldwide travel needs. If we can be of further assistance, please reply to this email. If you prefer, you may also chat with us online or follow this link to have us call you. Best Regards, ***** ******** ******** ********** Starwood Hotels & Resorts Worldwide As an esteemed ******** member, we want to ensure we are providing you the highest level of recognition and service you deserve. Each and every response is reviewed thoroughly because your opinion on our email interactions matter greatly. Original Message Follows: ------------------------ From: **** ******** To: Starwood ********* ***** Subject: Fwd: ******** Status Is Yours - Plus, Choose Your Gift Date: October 21, 2014 2:57:13 PM EDT Hello, To provide proof of what I was pointing out to the representatives on the *** phone help line, no expiration date is indicated for this offer. How would I have been able to know whether I have gone past an expiration date when you don't tell me what the expiration date is? I was going to use the award for a 2 night-stay at the ****** ***** ***** in *******. At 12,000 points per night, for a total of 24,000 points, the number of points I was to get back per the promotion is 35% of 24,000, which is 8,400. Now I'm unable to get those 8,400 points because the promotion is unavailable to me, to your unpublished mystery expiration date. Regards, **** ******** ---------- Forwarded message ---------- From: Starwood ********* ***** Date: Sat, Dec 28, 2013 at 2:26 PM Subject: ******** Status Is Yours - Plus, Choose Your Gift To: **** Congratulations on your ******** status. Redeem your gift now >> **** ******** Rewards are in order. YOU CHOOSE: ENJOY DOUBLE ********** OR 35% OFF A REDEMPTION. TAKE YOUR PICK: Double ********** for the month of your choice OR 35% off a redemption Achieving ******** status with the Starwood ********* *****® program is quite a milestone. In fact, we think it calls for a celebration. We're sure you'll agree that a move like this deserves a bonus reward. Take your pick. Choose double ********** for an entire month — and the month is up to you. Or get 35% off a ********** redemption at many of our most luxurious hotels and resorts in the world. The choice is yours. Either way, we hope you enjoy this personal ******** gift from us to you. Simply select one of the options to learn more about each reward. Plus, check out all the ******** benefits you've earned at ***.com/********. We're thrilled to have you as an elite member and look forward to seeing you soon. Thank you for sharing your travels with us. View promotion terms and conditions. copyright 2013 Starwood Hotels & Resorts Worldwide, Inc. *** ********** ********* ** *****

Desired Settlement: If *** remain unwilling and/or unable to provide the 35% off points reward, I request the following for resolution of the issue: 28,350 bonus **********. The stay for which I wanted to use the offer was a 2-night stay at the ****** ******* ***** *****. The full required number of points for the stay is 27,000 points. Had the offer still been provided to me as it should, the number of points I am to be rebated would be 35% of that 27,000, which is 9,450. I am asking for 3 times 9,450, which is 28,350, as compensation for my inconvenience and being subjected to an offer that did not have all conditions disclosed.

Business Response:

From: *** Executive Office, *****
Sent: XXXXXX
To: XXXXXXXX
Subject: Your connection with the Better Business Bureau

Greetings XXXXXXX:

Thank you for connecting with the Better Business Bureau.  Please accept our apologies for your recent experience with our Starwood ********* ***** 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 ********* ***** since XXXXXXX!  We look forward to welcoming you again very soon.

With Kind Regards,

 

****** *****

******** ******** ********* ******** &

Starwood ********* ***** Executive Office

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** *********

********* *********** *****

FILE: XXXXXXXXXXX

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*** offered 15,000 ********** as goodwill.  I accept the offer.  I have confirmed that the points have been deposited in my account.  Therefore, I hereby drop the complaint.

Sincerely,

**** ********

10/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I checked into the **** ****** off of highway **** in the southern part of ******* in July from the 23rd to the 29th. For most of the time I went without internet, the pool was not clean, our room did not get service when our dogs were in the kennel. We had to reprogram our key at least 8 times during our stay. I called about the problem, I got a call back for clarification and 6 weeks later, I have not received a call back.

Desired Settlement: I paid for the room with all the amenities listed, I obviously did not get that. In addition, I had to tether from my phone with limited data. I would like the refund for that.

Business Response:

To whom it may concern, both the hotel and Consumer Affairs, Executive Division has contacted the guest. Please see below email sent to the guest;

 

From: *** ******** *******
Sent: 19 September 2014 16:00
To: ******* *****
Cc: ******** ******
Subject: Your recent experience the**** ****** by ******** ******* *****

Greetings Mr. *****,

Thank you for taking the time to share your experience with the **** ****** by ******** ******* ***** with the Better Business Bureau. We always welcome the opportunity review our guest’s feedback and I appreciate the chance to review yours.

First of all, I want to take this opportunity to extend our sincere apologies. I was concerned to learn of the cleanliness issues and that the internet service did not work. The comments you have shared does not reflect the comforting level of service we want all of our guests experience.

Copied in this email is ******** ******, the Assistant ***** ****** *******. She has shared that she has emailed you personally to sincerely apologize. I understand that you also had the chance to speak **** ***********, Director of Operations, during your check-out. As a gesture of goodwill, they would be happy to extend a two night’s complimentary stay. I hope you will have the chance to avail of this so they can show you the high level of service they can offer. If you are able to provide a copy of a bill for the internet charges you occurred, they would also be happy to refund this.

Mr. *****, as one of our distinctive members we are grateful for the time you have taken to bring this our attention. I do hope you will allow us the chance to provide a better experience during your next stay with us. Please do feel free to reach out to me or ******** directly for any questions you may have.

Sincerely,

**** ********* *******

Consumer Affairs, Executive DivisioN

9/29/2014 Delivery Issues | Complaint Details Unavailable
9/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When making the reservation *** indicated that the YTD stay is 6. After making reservation for additional 22 stays for our trips. Confirmed with the phone associated that if we stay the reserved stay we would get the additional 22 stay toward our total stay for the year. However, after the trip we realized that we are missing 8 stay. Called the *** representative agree that the 22 stay should be credited but claim that she can not do it from her end so she told to email someone else to do so. Nothing was done.

Desired Settlement: Update my YTD stay to 28 as that's the actual number of stay for the year.

Business Response:

From: *** ********* ******* *****
Sent: Tuesday, September 16, 2014 10:35 AM
To: XXXXXXXXX
Subject: Your connection with the Better Business Bureau

Greetings XXXXXXX:

Thank you for connecting with Better Business Bureau.  Please accept our apologies for your recent experience with our Starwood ********* ***** program.

I have taken this opportunity to review your account.  The reason why stays were removed is they were booked as back to back stays at the same hotel.  Please refer to the Starwood ********* ***** terms of use for eligible rates.  The entire terms and conditions can been viewed here, though I’ve pasted the relevant information for your convenience.

An "Eligible Stay" is a stay of one or more consecutive nights at the same *** Participating Hotel by an *** Member who: (A) provides his/her *** Member number at the time of reservation or at check-in; and (B) pays an Eligible Rate or, for stays on or after October 1, 2011, redeems an *** Award or an *** Promotion Reward for the stay; and (C) stays in one of the reserved guest rooms. If an *** Member checks-out and then checks-back in to the same *** Participating Hotel on the same day, it will count as a single stay for purposes of calculating Eligible Stays. An *** Member may earn credit for up to three guest rooms during any Eligible Stay if he/she stays in one of the reserved guest rooms and pays an Eligible Rate or, for stays on or after October 1, 2011, redeems an *** Award or an *** Promotion Reward for all of the guest rooms.

From my review of your account, we have found additional back to back stays booked at XXXXXX.  We have adjusted your account accordingly and you now show the correct number of nights and stays.  Please note that we will also be removing XXXXX ********** which were incorrectly granted **** *********.  We apologize, though we must maintain the integrity of the ******** ********* ***** program, which means if we notice a discrepancy we need to make sure it is corrected. 

We thank you for this opportunity to respond, and address your comments.  We look forward to offering you distinctive and incredible experiences very soon.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division &

Starwood ********* ***** ********* ******

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** *********

********* *********** *****

FILE: ************ 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I was told by *** associate that I. Will get the stay count which will take me to A total of 28 stays. Check your call record and confirm with the associate. Sincerely,

**** ****

Business Response:

From: *** ********* ******* *****
Sent: Wednesday, September 17, 2014 10:58 AM
To: '********************
Subject: RE: Your connection with the Better Business Bureau

Greetings **** ****:

Thank you for reconnecting with the Better Business Bureau.  We appreciate this opportunity to continue discussing your concern.

I did review your Starwood ********* ***** account, and I do not see any documentation relating the conversation you have mentioned.  If you have the time, date, and if you recall the name of the associate, we may be able to find the telephone call.  Was it the associate who booked your reservations who you believe made this statement?  Any information you offer will assist us in our investigation.

We look forward to your follow up.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division &

Starwood ********* ***** ********* ******

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** *********

********* *********** *****

FILE: ************ 

9/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Wednesday August 7. I was asked to leave the ******* *** Miami-Oceanfront located at **** ******* *** ***** ***** ** ***** which I have a reservation for * ********************** * by a security guard supervisor for the near by Hotel properties named ****** ***** ** ***. His reason for this was I am suspected of having a warrant for murder. I did understand what he was talking about is I asked the hotel staff to verify and this is when ****** showed me a piece of paper which had a description of a 26 year old black male with a fake *** **** drivers license named ***** ******* The title of the email was from the Four Points by Sheraton hotel which I had a reservation two days ago * ********************** * ********************** ** I have a real drivers license * ********************** * ********************** * with name correctly spelled on it. On August 5th 2014 the police were called to the Sheraton to have me removed from the property (Police Case # *************). The hotel staff was made aware of a previous hotel making unauthorized charges to my car which resulted in the card company temporarily putting the card on hold till 9pm on that day. The hotel went ahead and tried to charge the card even though I was not ready to check in. The card was declined because of the before mentioned situation. A business card was given to me * ********************** * ********************** ** The card came from the hotel staff member that seemed nervous and very over anxious when I arrived at the hotel. I asked her what was wrong and she told me that she had allergies. ***** of the Four Points hotel who handled the majority of verifying my reservation told me that she had allergies as well.She looked to be easily scared because of the false accusations of me that I learned of today. These accusations are untrue without any merit. I am a auditor and I have done audits at a good amount of SPG properties which Four Points is a part of in the past. I am also a SPG Member ( *********** ) I was checking into the ******* *** hotel for personal reasons. I was ultimately asked to leave the property by police officers who looked to be angry because of the type of phone called they received * ********************** *. I was able to get a incident number for the tresspass warning at the ***** ***** Police Department. I have no connection to the person that the hotel does not want in the hotels. If they did research and brought that letter to the police they would have known that I am not who they think I am. Mistakes happen everyday but accusing someone of murder does not.

Desired Settlement: Disregard the letter that is being passed around. Tell near by properties that you made a mistake and you are sorry. Correct the error that you made internally. Find a way to fully compensate me for bringing such a accusation onto my name. FYI murder isn't music. You can not accuse something so serious of without getting all of the correct information.

Business Response:

From: WP, Consumer Affairs
Sent: 14 August 2014 18:47
To: ***** *******

Subject: Your recent experience with the Four Points by Sheraton ***** *****

Dear *** *******,

Thank you for taking the time to share your feedback through the Better Business Bureau. We appreciate the opportunity to review your comments regarding your experience with the Four Points by Sheraton ***** ******

 

I was concerned to learn of the document you referred to in your communication as shown by the ******* ***. 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 ******* *** 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 *************** where it is my understanding that your reservation was confirmed.

 

*** *******, we appreciate the details you have shared with us and hope the ******* *** 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,

**** ********* *******

Consumer Affairs, Executive DivisioN

Consumer Response:  
Complaint: ********

I am rejecting this response because:

 
Document shown to me did originate at the ******* ***. Document originated from the Sheraton. Security guard at ******* *** was made aware of what was going on by security guard supervisor of that hotel area. Document contained your companies name on it. Retrieve video tape of the morning I was there from the ******* ***  since you say your working with them it would not be hard to get a copy and share it with the BBB. You will see a Hispanic guard around 6'2 hand me a piece if paper on front of the reception desk. There was also a black security guard  approximately 5'10 .

Sincerely,

***** *******

Business Response:

To whom it may concern, please see the latest communication we have had with the guest below;

 

From: WP, Consumer Affairs
Sent: 15 August 2014 12:21
To: ***** *******
Subject: RE: Your recent experience with the Four Points by Sheraton ***** *****

Dear *** *******,

Thank you for your response; I hope you are having a wonderful Friday.

It is concerning to see that ******* *** may have presented this document to you with the name of Four Points by Sheraton ***** ***** on it. Such a document has not been provided by our hotel. Our recommendation would be to contact the ******* *** directly for clarification. I hope they can answer any additional questions you may have relating to this.

Sincerely,

***** **** ********* *******

Consumer Affairs, Executive DivisioN

 

 

From: ***** *******

Sent: 14 August 2014 19:05
To: WP, Consumer Affairs
Subject: Re: Your recent experience with the Four Points by Sheraton ***** *****

Request was made by the security guard at the ******* *** who works your property and the ******* ** as well. The request at your property was made by your staff. The document was shown to me. It would be in your best interest to collect the video tape of that morning so you can ask the security guard for the document with your companies name on it. There is a 911 phone record so calling the police that involve lies does not work. 

8/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: SPG has engaged in unfair advertising via their "Select Member Exclusive" promotion which was first offered to me in July 2014 (SPG# ***********). As part of the "Select Member Exclusive" offer, I was offered 3 free night awards in a Category 1-6 property after completing 4 stays at a SPG property. I have since completed 5 stays, however, per contact with the Gold Preferred Guest customer service desk, SPG will not provide my free night awards for another 4-6 weeks. I find this to be unreasonable and misleading. SPG is attempting to attract individuals to use their properties under the promise of free nights, only to make it incredibly difficult to then obtain the free nights (which expire for all customers who have received this offer on December 31st, 2014). Furthermore, the customer service desk advised me to book a stay at a Category 6 property of my choice at the best available rate (BAR) in order to "guarantee" room availability. However, when asked if it was guaranteed that I could later swap out the best available rate (BAR) for my Category 6 certificate, I was informed it would be based off "room availability". I do not understand how a room would be unavailable if I am personally holding a room at the property guaranteed to my SPG **** credit card. Further, this does not align with SPG's advertising of "no blackout dates". I would like to book my flight to stay at this SPG property, however, I cannot properly budget for my vacation as it could run anywhere from $0 to $2400 given SPG's limited guarantees.

Desired Settlement: I would like to have my 3 Category 1-6 certificates deposited to my account immediately. Alternatively, I would like room availability to use these certificates at the SPG resort property guaranteed.

Business Response:

Dear *** ********,

Thank you for taking the time to connect with Better Business Bureau 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 ******** ****** ********, 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 *** *** ***** ***** **** ******, 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.

*** ********, we thank your for your loyalty and do look forward to welcoming you for a bespoke stay in ***** **** this October.  I look forward to your reply.

Best Regards,

******* ******

Starwood Preferred Guest Executive office

t ###-###-#### F ###-###-####

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####

starwood hotels & resorts

*** ********* ********* *********** ***** ********** ************

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ********

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reserved 2 nights for july 16 and 17 at this motel in the name of ***** ********* and ******* ********. We get there at check in time and were told we couldnt check in until 5:00 when check in was at 3:00.so i canceled our reservation on the 16 before their cancelation rules. Ok that part went fine they didnt charge us. On the 17 we wake up and find out that there was 456.00 took out of our bank account so i called them and found out without my approval they also reserved 2 nights in my name. So the friday that we were going to leave the 456 got refunded back into our account. Well saterday morning we find out once again they took it back out.

Desired Settlement: If they do not refund it and stop taking money out of our bank account i will go to a higher lawyer because for one they are charging our account for the second reservation that i did not approve. and take them to court and when i do it wont be just for the 456.00 that they keep taking out. This place and their service is so horrible. The customer service people run around like their heads are cut off.

Business Response:

From: WP, Consumer Affairs
Sent: Monday, July 21, 2014 5:02 PM
To: XXXXXXXX
Subject: Your connection with the Better Business Bureau

Greetings XXXXXXXX:

Thank you for connecting with the Better Business Bureau.  Please accept our apologies for your experience with the Four Points by Sheraton *********.

We understand you did not stay with this hotel, though you did check in and provide your credit card.  When you do so, an authorization is placed against your account for the full amount of the stay, plus an additional amount.  This is a standard practice in the hospitality industry.  According to XXXXXXX, Front Desk Manager, this information was relayed to you on the 19th of July.  We hope the funds have been returned to you at this time.  We sincerely apologize for any inconveniences you may have experienced.

I do not see a Starwood Preferred Guest account associated with your reservation.  I would like to take a moment to encourage you to visit *********** and explore the vast opportunities which wait for you to discover.

XXXXXXX, we look forward to offering you simple comfort in the near future.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** ********* ********* *********** *****

FILE: 2*********70 

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello,I am a Starwood Platinum member and used their customer service telephone line to book a hotel room. I called the telephone line back to cancel a hotel room 1 week before arrival (my cancellation policy allowed same day cancellation). However, my cancellation was not forwarded on to the hotel (Sheraton ********) and they charged me for a no-show. I had to call the Starwood Customer Service 21 times before they refunded me my money. Each call took approximately 15 minutes since I had to explain the issue from the start. Even when I asked to be transferred to the supervisor no action was taken. As a frequent business traveler, I am extremely upset at this customer service. I should not have to call 21 times (over 5 hours of my time) to get a refund. When I mentioned this to a supervisor, they said that issues like this happen and I need to learn how to deal with it. I am extremely upset at this service.

Desired Settlement: I would like to be compensated for my time. It is not acceptable to ask a customer to call 21 times or say 'you need to just deal with such delays'.

Business Response:

Dear *** ********,

Thank you for taking the time to connect with the Better Business Bureau. 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 ******** 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 ********.  Upon your acceptance, we will have the Starpoints available for your access within seven to ten business days.

*** ********, 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,

******* ******

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####

Starwood Preferred Guest Executive office

t ###-###-#### F ###-###-####

starwood hotels & resorts

*** ********* ********* *********** ***** ********** ************

8/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Good morning,I would like to share some very disappointing feedback during a recent stay at the ****** ** *** ****. Several service related issues occurred while we were there and what is even more upsetting is we had similar issues last year. We stay in one of the best and most expensive units in your facility, a 3 bedroom pool villa. A summary of my issues are: 1- we arrive at 4:15pm and told room will not be ready until 5:30. After traveling all day, this is unacceptable. We arrive in our villa with an entire cleaning crew. We received compensation of 50.00. This is embarrassing. 2- the pool area was a mess. Not even in swimming conditions like last year. 3- a couple that came with us injured themselves on the pool and it took 2 hours to get a 1st aid kit. We had to call 4 times. 4- the air conditioning unit was down for an entire day and night. We woke up to 80 degree temperatures and sweating. Compensation for this was 7000 points. Again embarrassing and does not even come close for making up for horrible conditions. 5- the air conditioner leaked water onto carpet and produced a foul smell. 6- the battery on the key access outside went down and we all had to walk down to lobby. Inconvenience that should have been avoided. 7- today they told us to put bags outside for ferry at 730 am. No one showed. We had to carry our bags all the way to ferry. Unacceptable. I passed all of this on to ****** ******* and furious about the lack of care and understanding to our issues. This villa goes for 1000+ a night and these issues are embarrassing. I want a high level executive to respond to me at Westin's corporate office, not ******. I also expect significant compensation for these issues and not points. My bill was over 1100 at check out and I don't think that even comes close to making this better.

Desired Settlement: Refund of my entire bill at checkout.

Business Response: 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. ************ 

7/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a room with **** ****** ** ******** through ***********. I initially booked the room for 06/20/2014-06/21/2014. However, I had some flight issues and had to delay my stay. I called ***********, they contacted the hotel and confirmed my room reservations for 06/21/2014-06/22/2014 with no additional charges. I checked in on 06/21/2014 and stayed for one night.I checked my online billing statement and saw that I was charged by **** ****** ** ******** on 06/24/2014 and the same amount on 06/25/2014. I called ***********. *********** had been very accommodating. *********** has contacted the hotel and said that the hotel said that I was charged for two nights because I slept two nights. I have been deeply disappointed by **** ****** ** ********'s response. First of all, I did spend only one night; secondly, I clearly have two separate charge for one night each.I regret staying at the **** ****** ** ******** because they had bad review! Even when I was staying there, I encountered some guests who had billing issues.

Desired Settlement: I request for a refund of my one night charge. I would be out of the country for some time so the best way to contact me would be via e-mail.

Business Response:

From: WP, Consumer Affairs
Sent: Friday, July 11, 2014 5:24 PM
To: XXXXXXX
Subject: Your connection with the Better Business Bureau

Greetings XXXXXXX:

Thank you for connecting with the Better Business Bureau. 

I apologize, though I am unable to determine which Four Points hotel you stayed with; please respond to this email with the full name of the hotel, city, state of your stay.  We would be pleased to assist you at that time.

Until then, safe travels.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** ********* ********* *********** *****

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have provided the  **** ****** ** ********'s location as the one in ********** near the ********** International Airport.  Please follow up and refund me.

Sincerely,

******* ***

Business Response:

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 Better Business Bureau

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,


****** *****
CONSUMER AFFAIRS, EXECUTIVE DIVISION

T ###-###-####  F ###-###-####

STARWOOD HOTELS & RESORTS
*** ********* ********* *********** ****2
FILE: 2*********79

From: XXXXXXXXX
To: "WP, Consumer Affairs" <***********************************>
Subject: Re: Your connection with the Better Business Bureau
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 Better Business Bureau

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,


****** *****
CONSUMER AFFAIRS, EXECUTIVE DIVISION

T ###-###-####  F ###-###-####

STARWOOD HOTELS & RESORTS
*** ********* ********* *********** ***** ***** ************

From: XXXXXX
To: "WP, Consumer Affairs" <************************************
Subject: Re: Your connection with the Better Business Bureau
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 Better Business Bureau

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,


****** *****
CONSUMER AFFAIRS, EXECUTIVE DIVISION

T ###-###-####  F ###-###-####

******** ****** * ******* *** ********* ********* *********** ***** ***** ************

Consumer Response:

 
Complaint: ********

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,

******* ***

Business Response:

Hello BBB:

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: ************.

Thank you.

j.

With Kind Regards,

****** *****

###-###-####

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

I have not received the check yet; the matter cannot be considered closed until I receive the check.

Sincerely,

******* ***

7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I booked a room in ******** *** Hotel for May 1st check-in for (1) night through ********* and received the confirmation from the website. When I arrived at the hotel that night, I was told that the hotel was all booked without any room available. Instead, I was sent to the ********* *** near by. The front desk promised me that I will get a reimbursement for the hotel room charged on my credit card by the ********* ***. I've emailed ******** and have not heard anything from the hotel nor gotten the reimbursement they promised.

Desired Settlement: I'd like to get the reimbursement either in cash or a check. Hotel credit is not accepted.

Business Response:

From: WP, Consumer Affairs
Sent: Thursday, July 24, 2014 9:12 AM
To: XXXXXXXX
Subject: Your experience with the ******** *** Airport Hotel

Greetings Mr. XXXXX:

Thank you for speaking with me last week.  Please accept my apologies for the delay in this follow up.

It appears that we do not have record for the hotel contacting you.  Can you please confirm if you have been contacted?  If not, then please allow me to mail you a cheque in the amount of $208.91 USD.  The address we have on file is:

XXXXXXX

Please let me know if this information is inaccurate.  Also, should you wish to sign up for our Starwood Preferred Guest program, I will provide you with 10,000 Starpoints, which is equal to 1 complimentary night in a Category 4 hotel.  Please visit www.spg.com to enroll, and learn about our award winning loyalty program.

I look forward to your follow up.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

*** ********* ********* *********** ***** ***** ************ 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** **

7/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We checked in to this hotel a couple of weekends ago with our dogs around 8:30 pm and then walked to a nearby restaurant. When we arrived back at the hotel, an hour and a half later, we walked into our hotel room to find our dogs gone! I was horrified. After going into hysterics; crying and frantically looking for my dogs, my husband and I rushed down to the front desk. We told them who we were and they nonchalantly looked at us and said, "Oh, yeah, we took your dogs." I was in complete shock. No phone call, no note, not even a voice message for us. They walked into our room, removed our dogs, took our 4 month puppy OUT of her cage, and placed them god knows where while we were gone. I was mortified that they not only took our most precious belongings out of our room, without permission, but they also had the worst attitude and were so terribly rude. I couldn't believe they were treating us this way after what had happened. We then packed our things immediately, turned in our keys, and packed up our car. After packing our car up, we then asked for a refund for such a horrific experience. ****** the night manager, explained there was no way we were receiving a refund. The female attendant then began to argue with me, while the manager looked on and allowed it. We ended up driving all the way back home (6 hours). We arrived home at 3 am that morning. The reasoning behind their actions, one of our dogs were apparently barking; although, it is a pet-friendly establishment. They do have a pet policy, that we signed, which states: If a dog is being disruptive to others they will do the following:1. Verbal Warning2. $50 fine in addition to the pet fee3. Manager's Discretion to ask you to leaveWhere were these steps? Why did no one contact us (and they had 2 cell numbers to contact us, which we had on us). What if our dogs were aggressive or showed territorial behavior? What if our dogs had health issues in which they needed to stay in our room? I cant believe a business is allowed to treat people this way. Never in my life have I ever been so out raged by an establishments actions. Please help me in bringing this situation to justice.

Desired Settlement: I would like an apology from the establishment and a full refund for our room.

Business Response:

To whom it may concern, please see the following correspondence which we have had with the guest;

From: WP, Consumer Affairs
Sent: 27 June 2014 19:01
To: ********* **********
Subject: RE: Your comments forwarded to the Better Business Bureau

Hi *** **********,

I hope that all is well with you. Thank you for your patience while I was reviewing this further.

First of all, I want to extend our apologies once again for the frustration this caused you personally. As a pet owner, I can understand the distress the situation caused you. The hotel is also concerned to learn of the level of distress this has caused.

On the evening this transpired, the decision to remove your dog was made due to the high number of concerns received from other guests. Several attempts were made to call the phone number provided without success; I have also attempted to call this number unsuccessfully. I have also reviewed the pet waiver form to ensure appropriate protocol was followed. Number 3 lists that complaints may be handled at the management discretion which is why this decision was made. It certainly is nothing that we take pleasure in doing as we understand the distress this may cause you. I’m however glad to see that the management personally kept an eye on your pets during this time to ensure their wellbeing.

Having connected with the hotel, it’s our understanding that a decision was made by the hotel to request that you leave with the help of law enforcement. Decisions such as these do not reflect a personal and positive connection and is not the relationship we endeavour to promote.  This hotel is a franchised property, which is independently owned and operated, and utilizes the Four Points by Sheraton trademarks and logos pursuant to a License Agreement. Neither Starwood Hotels & Resorts nor its subsidiaries or affiliates, including the licensor, has any ownership interest or day-to-day control over the operations of this Hotel. The management of the hotel has shared that this was a decision which they felt was in the best interest of the safety and security of their staff and guests. We expect our guests to behave in a manner consistent with our service promises and hope we may continue with a positive relationship between us moving forward.

We appreciate that you have taken the time to share all of your comments with us. Having reviewed the information provided, our understanding is the USD50 additional fee was not charged nor the 2nd night of your reservation. Whilst remaining sympathetic to your concerns, we do believe the hotel has acted out of good faith and must decline extending any gestures of goodwill. 

*** **********, I appreciate the opportunity to review all of the comments shared. We hope you will consider returning to us as we are confident that your next stay will be pleasurable in every aspect.

Sincerely,

*****

(*** ********* *******

Consumer Affairs, Executive DivisioN

From: ********* **********

Sent: 25 June 2014 19:10
To: WP, Consumer Affairs
Subject: Re: Your comments forwarded to the Better Business Bureau

Hi *****, 

That is GREAT news! Thank you for helping us with this upsetting matter. 

Sincerely, 

********* ********** 

Sent from my iPhone

On Jun 25, 2014, at 12:30 PM, "WP, Consumer Affairs" wrote:

Hi *** **********,

 

Thank you for your response, I hope you are having a wonderful day so far.

 

You are most welcome; thank you for sharing the name of the distinctive hotel with us. We always welcome receiving feedback from our valued guests; without input such as yours we may miss opportunities for valuable improvements.

 

We have shared your feedback with the management of the hotel and will be examining this internally together with them. Your patience and understanding is appreciated through this time; please do not hesitate to reach out to us in the meantime if you have any questions or concerns.

 

*** **********, I hope you have a wonderful afternoon ahead.

 

Sincerely,

 

*****

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

From: ********* ********** 
Sent: 25 June 2014 16:07
To: WP, Consumer Affairs
Subject: Re: Your comments forwarded to the Better Business Bureau

 

Hi Chris, 

 

Thank you so very much for following up on this matter. 

 

The hotel information is: Four Points Sheraton, ** ******* **** ********** ** *****. 

 

Please let me know of I can help with anything else. 

 

Thank you, 

 

********* 

Sent from my iPhone

On Jun 25, 2014, at 10:00 AM, "WP, Consumer Affairs"  wrote:

Dear *** ***********

 

I hope that all is well and that you are having a wonderful day so far. Thank you for taking the time to personally connect with the Better Business Bureau in relation to your experience with one of our distinctive locations. I appreciate that this has been brought to our attention and the opportunity to review your comments further.

 

I was concerned to learn of your experience with this locations pet policy as well as your interactions with members of staff.  I understand the frustration this experience may have caused and the impact that it has had on your view of our services.

 

We would be happy follow up on this with the hotel however we were unfortunately unable to determine which location this may be in reference to. It would be much appreciated if you could share this with us, so we may follow up on this further.

 

*** **********, we appreciate that you have brought this to our attention for further review. I remain at your disposal and look forward to hearing from you.

 

Sincerely,

 

*****

 

**** ********* *******

Consumer Affairs, Executive DivisioN

 

7/24/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife & I stayed at the ****** ********* ** ****** and attended a sales presentation. The reward was 6500 "StarPoints" a 20% discount on food during our stay, and a Photo Book. The discount was sporadic and we've yet to receive the Photo Book, and most importantly we've received no StarPoints. I've now spent several HOURS being forwarded to different individuals, given international numbers to call, been disconnected several times, all by a company that purportedly is an industry leader with a 5 Star / 4 Diamond rating. I've never been so disappointed nor passed around from various service representatives for a measly 6500 points. Now it's the principle of an industry that many view and I've now experienced as a sleazy, manipulative and deceitful operation by Starwood and the ******. I still have the gift receipt dated 6-4-2014.

Desired Settlement: If Starwood expects to maintain their grossly embellished "Leader in the Industry" stellar rating, I'd suggest they follow up with immediately crediting my Starwood account the 6500 points, plus additional points for the time I've wasted in merely trying to receive what I was promised.

Business Response:

Dear BBB:

This email comes in follow up to the correspondence filed with you by Mr. XXXXXX regarding his vacation experience at ****** ********* ***** ****** ******. 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# ***********. 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 *********** 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 ************ or via email at *******************************.

Respectfully,

****** *********

cONSUMER Affairs SPECIALIST

* *** *** ****  * *** *** ****           ******** ******** ********* **** *** ***** ***** ******** ** ***** ****** ******

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********** ***** 
FYI..............The 6500 points were deposited to my account on 7-22-2014 and the additional 4000 points on 7-23-2014. 

7/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was stuck in an elevator at *** ****** ********* Hotel for over 2 hours this past Saturday, June 7, 2014. I am extremely upset about how the Hotel responded to the situation. Rather that showing concern over our well being and compensating us for the trouble this cause for us, they insinuated that it was our fault. The elevator malfunction due to the elevator exceeded its maximum weight. But no one gets on the elevator and mentally calculates the weight of each person on the elevator, or police it to tell others they cannot get on it. The elevator did not have a light or buzzer signal to let people know the maximum weight has been exceeded. And a sign on the elevator does not measure the weight in the elevator. Therefore, placing the blame on the people in the elevator lack professionalism and tack. The emergency elevator call attendant was also extremely rude and unprofessional. She was condescending and showed no concern for our wellbeing. As a matter of fact, each time we called her for an update, she would tell us it was our fault and then hang up on us. The Hotel Administration continue that lack of concern by making the decision to keep us trapped in the elevator for the extended length of time. There was no one there to see if we were okay when we did got out, or express any concern over our wellbeing. We actually had to request the water bottles that was handed to us when we got out, and had to request for someone to contact us regarding the situation.When we finally were contacted, The ****** fail to recognize that the issue is not on why the elevator malfunction, but the way in which situation was handled. Rather we had a room at the hotel or not, we were customers at the *** **** Restaurant and customer service should always take precedent.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Formal apology from the hotel along with compensation for our trouble in regards to services that provide. We were out on money for vip reservation and bottle service and cost of a limo service rented for the night.

Business Response:

Dear ****** **,

Thank you for taking the time to connect with the Better Business Bureau and in turn the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. Please accept our apology for your recent experience with *** ****** ********* ****** *******.

We were sorry to read of experience in the elevator while you were on your way from the ******* restaurant.  It was good to read that the safety system with the elevator worked correctly, but understand the effect being stuck for so long would have had on your evening.  On your behalf, we have connected with ***** ******, Front Desk Manager, at *** ****** ********* ****** *******.  He has shared his email to you, it is our understanding the General Manager, *** ****** will be connecting with you also to discuss your experience. The safety and security of our guests is our primary concern.  We do recognize there were some service challenges and this is something the hotel will be reviewing internally, including all appropriate CCTV footage, to learn and coach for any similar circumstances.

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,

******* ******

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####

Starwood Preferred Guest Executive office

t ###-###-#### F ###-###-####

******** ****** * ******* *** ********* ********* *********** *****

7/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hi,I stayed at this hotel June 28-30, 2014.I was billed $26.00 per day for Valet parking even though I was never informed of this ahead of time. I contacted the manager who tried to bargain with me and to reduce the price. I told him that it was unacceptable to charge me for something I was not made aware of to begin with. He then told me that the fee was posted on their website. I told him that I don't pull into their driveway and log into their website to check the fee. It should be posted clearly. There is no self-parking option. To add insult to injury my car was damaged by the valet parking and the car was delivered to us in a puddle of water. The damage has already been taken care of as I was able to remove the paint myself.

Desired Settlement: I would like to be reimbursed for this along with compensation and I would like the hotel to be fined for false advertising. Furthermore, I would like the hotel to be forced to post their rates clearly at the entrance.

Business Response:

From: WP, Consumer Affairs
Sent: Tuesday, July 08, 2014 12:54 PM
To: XXXXXXXX
Subject: Your connection to the Better Business Bureau

Greetings Mr. XXXXXX:

Thank you for connecting with the Better Business Bureau regarding your experience with the **** ****** ** ******** *** ***** Downtown.

We can see that you spoke with **** in our Customer Service department on the 2nd of July, 2014.  She has issued you a check in the amount of $52.00 USD, which is the amount you are disputing.  Checks take approximately 2-3 weeks for delivery, though I can confirm the funds are forthcoming. 

For your future stays, please note that each hotel will have individual parking policies.  I strongly recommend that you take the time to review the hotel’s website, or connect with them personally to discuss any additional fees, policies, etc.  This information is available to allow you to make the best decisions for your experience.

We thank you for being a member since XXXXXXX.  We look forward to offering you the simple comfort of a **** ****** by Sheraton very soon.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####

******** ****** * ******* *** ********* ********* *********** ***** ***** ************ 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

 

This is a copy of an email I sent to ****** earlier:

Hi ******,
 
Thank you for your email, but you are missing the point.
 
The issues are as follows:
 
1 - prices should be posted in clear and plain view.  I should not have to search for them.  I am not supposed to guess if and how much parking costs.  Not posting prices is a form of false advertising.  As a consumer I should not have to research your website to find out the price of parking.  Also, it is misleading to say you only have the option of valet parking.  It sounds as though the hotel is offering it as a complimentary service since they don't have any other option.  I dislike valet parking to begin with and wouldn't have used the service if there was self parking available.
 
2 - the hotel manager was rude and offered to "work" with me on the price.   I will not pay a penny for something I was not informed of ahead of time.  It just doesn't work like that. 
 
3 - the car was damaged by the valet crew (luckily I was able to remove the paint on my own).
 
4 - the car was returned to us in a handicap parking spot and in the middle of a puddle with no "wet floor" signs around (I work in property management so I have an eye for these things.  Just a friendly suggestion as it is a matter of time before you have a big lawsuit on your hands for someone slipping and falling).

Thank you for your attention to this matter.

Sincerely,

**** ******* 

Business Response:

Please see the additional communication between Starwood and the guest.  Please note that we've agreed to his original "Desire for Settlement" and he has been issued a cheque for the amount he has disputed.  Unfortunately the guest is now seeking additional information and details, and is choosing to pursue this concern through other entities.  No further communication from Starwood on this concern beyond the below emails.

From: WP, Consumer Affairs
Sent: Tuesday, July 08, 2014 4:09 PM
To: XXXXXX
Subject: RE: Your connection to the Better Business Bureau

Greetings Mr. XXXXXXX:

Thank you for your follow up email.

My previous response was phrased around your desired settlement stated through the Better Business Bureau.  As you only said you wanted the money returned, and considering that this request was already honoured, I did not enter into further discussion.  Since you have requested additional feedback, please allow me to address the points you’ve brought forward.

1. We are required to disclose parking fees, which we have through the website.  This information is also available at the hotel, or through one of our Customer Contact Center reservation centres.  As you confirmed this booking through our central service, please consider asking for this information at the time of booking.  Please note that the website for this hotel only mentions valet parking.
2. I apologize that the interaction with the manager was not professional.  I will ensure your feedback is delivered to the General Manager of the hotel, **** ****.  Please forgive me, though as consumers we sometimes encounter fees or unexpected charges.  Recently I was surprised to learn that you had to pay an exit tax when departing from the country of ***** ****.  This information was not listed on my airline confirmation document, nor posted within the airport.  It was readily available through the ***** ****n government website. 
3. The property states they noted the damage you mentioned when you checked in, and documented it.  I am pleased that you were able to resolve the concern without cost.
4. I will ensure this information is provided to ****.  We appreciate your professional courtesy and insight.

Please let me know if I may assist you further, or of you have any other questions or comments.

With Kind Regards,


****** *****
CONSUMER AFFAIRS, EXECUTIVE DIVISION

T ###-###-####  F ###-###-####

******** ****** * ******* *** ********* ********* *********** ***** ***** ************

From: XXXXXXXX]
Sent: Tuesday, July 08, 2014 5:30 PM
To: WP, Consumer Affairs
Subject: RE: Your connection to the Better Business Bureau

Hi ******,

I don't believe that disclosing parking rates on your website passes as disclosure.  I don't know about you, but I don't normally pull into a parking lot and hop online to see if there is a fee.  Do you?   There should be a sign in plain view.  Clear and simple.  Why wouldn't you just put up signs?  You know they aren't that expensive. 

Also, you cannot put the burden of finding out your fees on your customers.   I don't work for your company and I shouldn't have to search for information.  It's even rude of you to ask that of me.  That is not the way business is done in this country.  I booked the hotel over the phone and there was no mention of the parking fees.  You need to train your representatives to disclose it.   Knowing myself, I wouldn't have made the reservation had I known there was only valet parking and that it cost money.

I am aware of the tax that ***** **** charges upon exiting the country as it upset me too when I left there.  However, we live in the United States of America and I like to think we are better, more civilized, and that we conduct business like gentleman.  Furthermore, we have laws in this country that are meant to protect consumers.

There was no damage to the vehicle when I got there.  The damage happened while the vehicle was in your possession.  The rental agreement with ********** clearly shows no damage to the vehicle upon picking it up and I had no incidents along the way.  On that note, here is another tip for you:  you may want to have the valet staff walk around the car with your customers and note any damages on a piece of paper and have them sign it.  This will help you prove pre-existing damages, if any.

As you can probably tell by now, I am not one to just let this pass as I believe in justice.   This issue needs to be taken care of.  You cannot continue to defraud your customers.  As such I also filed a complaint with the FTC (reference number ********) and with the State Attorney General office of California.  I hope they will put an end to this fraudulent activity and should they fail to do so, I am prepared to take further action.

Sincerely,

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

They need to post their parking rates clearly in an inconspicuous place.

Sincerely,

**** *******

7/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a "guest" at *** ****** ******** ********* hotel from May 17 May 21 for the ********* Clinic Patient Summit. My travel agent received an email from ***** ******* on May 7 at 5:49 pm stating that the hotel had received the authorization to add my organizations corporate credit card to my room. I checked in at the hotel on May 17, where the front desk staff explained the corporate credit card was not on file. I provided the front desk staff with my personal debit card so they could hold one on file for incidentals. My travel agent called the hotel on Monday, May 19 and spoke with the manager on duty that day, ***** ******** who assured her there was a glitch in the system but it would be taken care of and the only thing I would be responsible for were incidentals. When I checked out on May 21, my debit card was charged. After explaining the situation once more, my card was refunded and I was promised by the manager, ***** ******* that my card would not be charged and that it would be taken care of. On Tuesday, May 27 I spoke with manager, **** ******* who assured me the issue would be taken care of. Sunday, June 29 my debit card was charged $787.56 for the hotel stay. I once again called the hotel and spoke with ***** who assured me my credit card would be refunded that day. On Monday, June 30 ***** explained my debit card had been refunded. My travel agent resubmitted the authorization form for the corporate credit card that day. Wednesday, July 2 I received an additional, unauthorized charge in the amount of $55.53. ******** ********, the manager was unapologetic and said she didnt know what the charge was for.

Desired Settlement: I wish to have my debit card credited $787.56 for the hotel stay, and the $55.53 of "unknown charges." I want the correct corporate credit card to be charged for the hotel stay. Additionally, I wish to have this thoroughly reviewed and investigated and wish to have a written response/explanation from The ******** corporate office as I do not trust The ****** ********* Downtown property or staff.

Business Response:

From: WP, Consumer Affairs
Sent: 07 July 2014 18:55
To: ****** *******

Subject: Your recent experience with the ****** ********* Downtown

Dear *** *******,

I hope that all is well and that you have had a wonderful weekend. Thank you for connecting with the Better Business Bureau regarding your recent stay with the ****** ********* Downtown. Please accept our sincere apologies for the inconvenience caused by this recent experience with us.

I was deeply concerned to learn of your comments regarding the hotels billing procedures and the service you received. I can appreciate how the experiences you had did not create the personal, renewing experience we want our guest to have.

Having reviewed this further with the hotel, it is my understanding that this was caused by a system malfunction. When your credit card was provided for incidental, the credit card details from your company was accidentally removed. My understanding is that *** ******* *******, Executive Assistant, has also reached out to you to explain as well as to apologize. Steps are being taken to ensure that a similar incident does not transpire with our systems. I am also confident that they will be connecting with the associates you interacted with so that appropriate follow up is always made. A refund of $843.09 is in process and should reflect on your account before the end of this week. If you have not received it within this time, please do reach out to me and I’d be happy to follow up on your behalf.

*** *******, we appreciate that you have taken the time to share your experience us. Should your future plans bring you to one of our other many hotels and resorts; I encourage you to reach out to me before. We would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer.

Sincerely,

***** **** ********* *******

Consumer Affairs, Executive DivisioN

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SPG has a program called "SPG Moments" where SPG members can bid on events on their website **********************************I had a winning bid for the even "Host Your Friends in the SPG VIP Soccer Suite Saturday, July 05 - Winner Match 55 vs. Winner Match 56". As per their rules, "Bid Extend:If a bid is placed during the last 5 minutes of an auction, the auction will be automatically extended for an additional 5 minutes from the time of the latest bid. This auction will close once all bidding activity has stopped for a period of 5 minutes."However, instead of being extended only 5 minutes the auction got extended 29 or 30 days. I would have won the auction if it was extended 5 minutes as per rule. I reached out to their online chat rep and they confirmed this but wasn't sure why it was extended so much more. As per the rep's suggestion, I sent an email to their SPG moments team and they also sent communication to the SPG moments team. I never got a reply back.This is totally misleading and unfair practice of business.

Desired Settlement: I want to see what SPG moments team will do to rectify this situation. I want to hear their options.

Business Response:

The following email was sent to the guest by our SPG Moments Team on June 11, 2014, at 5:49 PM:

Hello *** ****
 
I apologize on behalf of Moments by SPG for the delayed response to you. At this time we are experiencing higher than normal volume and are about one week behind in correspondence.
 
I have reviewed the situation in which you describe below. I can assure you that all is working as it is supposed to and no end dates have been modified or changed.
 
Your SPG account has bid on at least two auctions as listed below.
  ******* ********* ******* ********* ******* *********- Host Your Friends in the SPG VIP Soccer Suite Saturday, July 05 - Winner Match 55 vs. Winner Match 56
 
Start Date: 2014-05-20 @ 09:00:00
End Date: 2014-07-02 @ 13:02:00
 
Your SPG account bid on auction #******** on 6/2/2014  1:00:48 PM. At that time, the auction end date was still listed for July 2, 2014 @ 13:02:00.
 
Your SPG account bid on auction #******** on 2014-06-02 13:01:20 PM. At that time, the auction end was still listed for July 2, 2014 @ 13:03:00.
 
As neither of these auctions have come to a close, there is no winner yet designated.
 
Should you have any further questions, please feel free to contact us.
 

Best Regards,
 
 
****** ********
Supervisor - Moments by SPG
Phone ###-###-#### **** ****

Consumer Response:  
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,

******** ***

Business Response:

Dear *** ****

It was disappointing to learn that you did not accept the response provided to you. I understand that ****** ******** from our SPG Moments Team has re-connected with you to request proof of the end date you have suggested, since all of our records and logs reflect that July 2nd, 2014 has always been the listed end date. Respectfully, without further documentation, and in understanding that our records reflect the end date being July 2nd, we must respectfully decline to extend any goodwill for this issue.

However, this particular SPG Moment remains open to the public, so you may continue to bid, should you choose to do so. Thank you for your patience and understanding, and we wish you luck should you choose to continue bidding on this SPG moments package, or any other packages in the future.

Best Regards,

******* ******

Consumer Affairs, Executive Division

Starwood Preferred Guest Executive Office

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********74

 

6/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I had a horrible experience at a Starwood Hotel (** ******** **** **** 3-10 April 2014) which included a long list of unacceptable experiences such as food poisoning at the hotel's restaurant. The hotel refused to acknowledge the problems we had during our stay.Since the hotel was part of Starwood Hotels & Resorts Worldwide, Inc. we reached out to Starwood to address the hotel problems. We contacted Starwood Preferred Guest customer service line. They took our information and told us we would be contacted within 3 business days and that the process to file a complaint was: 1) Starwood opens a case and contacts the hotel 2) the hotel responds 3) if the response is unsatisfactory, we are allowed to refute the response. We were not contacted in 3 business days. We called back and were told to wait 2 more business days. In that time, we got a response from ** ******** that acknowledged (and dismissed) only 2 of the many problems we reported. We called Starwood Preferred Guest a third time to discuss the hotel's response and finalize a remedy to our problems. Customer service told us that our case had been closed because the hotel had written an email response. Starwood did not allow us to refute the hotel's response, refused to reopen the case, and ultimately, refused to help address the issues we had. We asked to speak with a manager and were transferred to voice-mail box where we left our message and contact information. A week or so has passed since then and Starwood Preferred Guest has not contacted us. This has been an unacceptable customer service experience from Starwood and by closing (and refusing to reopen our case) before we were able to respond to it contradicts the complaint procedure that was explained to us. Furthermore, a food poisoning report is a very serious matter and for Starwood to easily allow a hotel within their program to dismiss the accusation casts doubt on their value of customer service.

Desired Settlement: Given the food poisoning and many other complaints with the ** ******** Hotel and also with Starwood Preferred Guest's lack of adequate customer service, we would like 3 nights of our stay at ** ******** to be refunded in the form of Starwood points. We are requesting 3 nights because that is the amount of time that was wasted on our vacation due to illness from food poisoning. My Starwood account number is ************

Business Response:

Dear Mr. Franey,

Thank you for taking the time to connect with the Better Business Bureau to express your concerns about the service you received from ** ******** **** ***** We appreciate such feedback, and the opportunity to review and address.

I have reviewed the Customer Service File which was opened, and apologize if the process was not clearly explained to you at the time. We do have agreements with our hotels regarding the process through which these files are opened. A hotel has five days in which to complete an investigation and respond to the guest, though a full five days is not usually required. That being said, the concerns you expressed did require such review, and we do apologize for the length of time taken to respond. I can see that the hotel addressed each point you mentioned in their response, which is sufficient to close a file. Respectfully, there is no requirement to provide refunds, adjustments or any gestures of goodwill in response, though some situations may certainly require it; provided the response thoroughly addresses the points shared, we will move forward with closing a file, and can continue to share any relevant details with the hotel management or review from our end as necessary at that time.

The comments about the television service were also reviewed, and while the circumstances were beyond the hotel’s control, I can see that they extended a complimentary movie to you as a gesture of goodwill during your time at the resort. It was also disappointing to learn of the challenges with respect to the food you received, and any illness which affected you during your stay at the hotel. The health and wellbeing of our guests is of primary importance in all that we do, and something which we take quite seriously. Please be assured that we did connect with the hotel management to discuss, and review the steps which were taken by their team to address.

The hotel does follow stringent food safety and preparation protocols, including recording of storage and food temperatures, proper hygiene and sanitation procedures, as well as constant monitoring of all the above factors to limit the possibility of guests coming into contact with any form of contamination or pathogen with respect to food. The hotel has also confirmed that other guests were served the same food items, with no other reports of illness being reported, which is unusual if the food was the source of any illness which impacted you. They have also advised that they offered to ensure you received medical attention and the proper care which such circumstances would require, though this was declined. As a further step and gesture of goodwill, the hotel offered a room service meal and sparkling water. With all respect based on the hotel’s investigation, there is no evidence to suspect that the food prepared by the hotel was the source of any illness which impacted you. However, I would be more than willing to review this further with the hotel management should you wish to share any medical documents which can confirm otherwise; respectfully, without such information, this is not something which can be pursued further.

It is disappointing that you feel this was not handled appropriately; I do believe the hotel has taken the proper steps to review and address, but I would not wish to pass up an opportunity to ensure every reasonable step was taken to resolve this in a fair manner. While the hotel management did not find any reason to believe this was a result of any negligence or shortcoming on their part, they are agreeable to refunding the meal in question, a total of 18,123 pf, purely as a gesture of goodwill to you for the experience and disappointment you have expressed. Should you choose to accept this gesture, please do let me know so that I can make the necessary arrangements with the hotel.

We thank you for your patience and understanding, and for the opportunity to ensure we are doing the right thing as a company for our guests. I look forward to hearing from you regarding the above, and should you have any further questions or concerns, please feel free to connect.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

Starwood Preferred Guest Executive Office

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********07

Consumer Response:  
Complaint: 10046353

I am rejecting this response because:

 
 

Zachary,

Thanks for your response. While I appreciate you getting back to me, I have issues with some of the statements that you and ** ********’s managers made in the email. First, I’ll address the television service issue. Le Meridien’s offer of 1 complimentary movie in return for multiple days of lost TV service is hardly considered an offer of gratitude. They are a 4.5 star resort that is supposed to supply excellent service to their guests who are paying top dollar to stay on their property. They did not provide that excellent service and our efforts to communicate that to both you and Le Meridian have fallen on deaf ears.

Secondly, I’ll address the food poisoning that I had after eating at their restaurant. While they did offer room service, the following statement quoted from your email is a bold faced lie by ** ********’s managers: “They have also advised that they offered to ensure you received medical attention and the proper care which such circumstances would require, though this was declined.” After several phone calls to the front desk, 2 managers came to our room. They dismissed my illness immediately and claimed it must be due to jet lag and not food poisoning. My wife specifically asked them if the hotel had any medicine to help with upset stomach and they said “no.” She then asked if the hotel guest store had any medicine that we could purchase and again, they said “no.” Neither manager made any attempt to offer medical assistance or proper care even though we repeatedly asked for it! If they would have offered, I certainly would not have declined! The fact that the hotel lied about their offer of medicine makes me doubt that any sort of legitimate investigation was done by them to determine if the illness was caused by their restaurant and points to the fact that they are willing to saying anything to dismiss responsibility for the food poisoning. I am also very disappointed that throughout this entire process Starwood has dismissed all of our claims. Without hesitation they have believed everything the hotel has said to them – essentially making us as customers feel that our complaints were baseless and unfounded. If Starwood were to ever send an unannounced representative to the hotel and inquire about medicine, they would find that there isn’t available at the resort. I feel insulted that Starwood has taken the hotel’s word on everything up to this point instead of actually having empathy for their paying customers. This demonstrates that Starwood does not place any value on customer support.

The fact that other guests were not ill that evening does not mean that proper food handling techniques were followed when dealing with my meal. The hotel’s statement that “there is no evidence to suspect that the food prepared by the hotel was the source of any illness which impacted you” should not be the determining factor that Starwood uses to make their assessment, and I would like to say that there is also ‘no evidence’ that they can provide to assure you that my meal was handled properly. I had a plated meal with mussels and it would not be out of the question to assume that one particular mussel was left out or not properly handled. This is not to mention I got ill on the third day of my stay and had eaten at the hotel’s restaurant for all my meals. There can’t be any other source for the illness and I don’t believe nausea and vomiting are a result of “jet lag” as the hotel managers have tried to insultingly insinuate.

Lastly, I find it rather disturbing that you are siding with and backing up ** ********’s managers without hearing my side of the story directly from me. Customer service should be based on the customer’s experience and not what the hotel decides to tell your corporate office in order to make themselves look good. With that said, I do not yet believe that you have done your duty to rectify the situation and I respectfully decline the offer to receive 18,123 xpf as compensation. I look forwarding to hearing your response and working with you to find a fair resolution. However, if Starwood continues to dismiss our claims as illegitimate, we will be forced to elevate this to the Attorney General and question why Starwood is not providing assistance to a distressed customer and closing food poisoning cases based solely on a hotel’s biased investigation results without conducting an independent investigation of their own.  

Sincerely,


Ryan Franey

Business Response:

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

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation for 2 rooms at the Westin Hotel in *****. I prepaid for the rooms, 2 weeks prior. We reserved the rooms for a night out. My daughter had her prom, so we got her dressed and took pictures, as the hotel is beautiful. Her and her date left, and my husband and I went to dinner with friends and were heading out for drinks. We gave my daughter ( whom is 18 years old) a key to the room to go back and change, as we were staying at the hotel as a family for the night. (My husband and I had just stayed at this same hotel 2 weeks prior.) We were at dinner and my daughter called me and said that a gentleman who claimed to be a manager (name was ***** *******) knocked on the door and told her she had to leave if we weren't in the room with her. She put him on the phone and he had several different stories as to why he went to the room. First off, it was my daughter and niece and both of their dates in the room, all 18 years old. I asked him why he was in the room in the first place, and he said because he seen that they were in prom attire. What he really seen was 4 black young adults, and he wanted to harass them. When I spoke to him, he said that they couldn't be left without an adult if they were under 21 YEARS OLD! This was the craziest thing i ever heard. 18 is a legal adult in the USA! I respect the hotel policy on having to be 21 to check in to a hotel, but definitely not being left alone. I then told him my husband would be coming to the hotel but I was waiting on another couple to join us for dinner. ***** kept implying that they were KIDS, I told him they are young adults, 18 is an adult in this country. He said he could possess a Westin policy that states anyone under 21 must be accompanied by and adult. He told me if I didn't like the policy I could check out and get a refund. My husband left and went to the hotel, and ***** had the POLICE there! He never possessed a policy that stated anyone under 21 had to be accompanied by an adult. He showed the check in policy that stated you must be 21 to check in. He acted like we were a threat to him or like we were going to do something. He and the police followed my husband to the room, my husband told my daughter and niece to get their stuff and lets go. I did threaten to contact corporate because all I ever stay in are ******** and Westin hotels, and I have never had such unprofessional service in my life! The real reason we were singled out was because he seen black teenagers in formal wear, and he assumed they were going to be partying. My husband told him he wanted a refund and he said no because we had already occupied the room. I am totally disgusted at such treatment and as far as Im concerned this is a case of racism. And for the record, I am caucasian! My children are bi-racial. Not only did this ruin the entire night, we wasted money on a hotel we didn't even stay in. He was laughing and giving high five to the security when my children walked out. That is utterly disgusting. I will never stay in a ******** Hotel again. I feel it's only right that I receive a full refund, and I suggest that you do a thorough check into this so called "Asst Gen Manager" named ***** *******. He is a definitely not someone who should be representing such a prestigious hotel.

Desired Settlement: DesiredSettlementID: Refund Full refund and reprimand Asst Gen Manager ***** *******

Business Response:

To whom it may concern,

 

****** *****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.

6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a hotel reservation with this company about 2 months ago for my upcoming stay on may 16th. 1st thing they did wrong was never sending me a confirmation email. then when i realized i had never received a confirming email i called and was sent 3 different emails with 3 different confirmation numbers for the same stay. then they charged double the points for the night that I am using my points. they did not have an intelligible reason for any of this. and to top it all off their customer service representatives were very rude and obnoxious.

Desired Settlement: i was told by coporate customer service supervisor **** **** ***** *hat he could give me 5,000 points for the misunderstanding. but he could not send me a receipt email or anything saying i would be due 5,000 points and due to their track record with arbitrary numbers pulling i needed more than just his word.

Business Response:

From: WP, Consumer Affairs
Sent: Thursday, June 19, 2014 9:19 AM
To: '**********************
Subject: Your connection with the Better Business Bureau

Greetings Ms. XXXXX:

Thank you for connecting with the Better Business Bureau.  On behalf of Starwood Hotels & Resorts Worldwide, Inc., please accept our apologies for your recent experience with *** ****** *** **** *******

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 ****** *** **** ****** was relaxing and renewing.  We look forward to welcoming you again very soon.

With Kind Regards,

****** *****

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********98 

Consumer Response:  thank you, and yes i did receive the points.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

6/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: While attempting to reserve a room on the ****** ******* website, I did not have the option to choose my corporate/SET code for some reason (despite the fact that the account was set up by hotel personnel while on my last business trip and while using the corporate/SET code).Immediately after reserving, I realized that the reason I didn't have the choice was because the person who set up my account did not add the corporate/SET code to my account! I immediately contacted customer service. They were unable to help me cancel my reservation (despite the fact that the credit card hadn't even be charged yet). They just reply with the terms and conditions and suggest I should have read them better.I completely understand where they are coming from, but I can't believe that there is NOTHING this company can do within minutes of clicking the book button. What does this company do if a child gets a hold of a computer with saved addresses/credit card information?! I think that the service was ridiculous. I would expect a lot more sympathy from them for a honest mistake noticed within minutes from an employee of a company they have deals with!

Desired Settlement: I'd like the charge for the hotel room to be voided (it hasn't even gone through yet so there isn't even a need to refund!).In addition, I'd like to see a cancellation option available for reservations. I think it is crazy that there is no option to cancel a reservation within, let's say 30 minutes, for people who have children that book, people that accidentally click continue, etc. If not this, the customer service representatives should be able to void the reservation for them.

Business Response:

The hotel has refunded the amount in question. We have left our contact details for the guest if they wish to reconnect

 

6/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Starwood sent my wife and I an invitational/promotional rate offer of 5 days/4 nights at the timeshare ****** ******** in ******** *** along with a 75$ resort credit. We called and booked when the offer, but it was rescinded when we found out we had 3 kids. The rooms clearly accommodate 5 people according to the timeshare's website and was confirmed by the property staff. The manager at starwood, with whom I asked to speak, told me the offer doesn't extend to families with more than 2 adults and 2 children for no reason other than they decided not to. It has nothing to do with what a room can hold. To me this seems to violate the Fair Housing Act, to which time-share properties are subject to, considering it's discrimination on the basis of familial status and having separate rates for families, again having nothing to do with occupancy limits.

Desired Settlement: It would be nice if they honored their special price to families, regardless of size.

Business Response:

Dear BBB:

This communication comes in response to the complaint filed with you by Mr. and Mrs. Coltman surrounding the ****** ******** Villas promotional offer they received. Please be advised that our office has recently been in communication with Mr. Coltman and discussed the concerns. We have also scheduled a follow up conference call for Friday, May 9, 2014 with Mr. Coltman. We regret that the need for our correspondence has stemmed from the sense of frustration that Mr. and Mrs. Coltman have expressed.

We were appreciative for an opportunity to review the promotional offer materials that Mr. and Mrs. Coltman were provided. A promotional offer for a stay in a certain unit type at one of our resorts is based on specific inventory that has been set aside to fulfill the terms of the offer. With that said, we do confirm that Mr. and Mrs. Coltman were provided appropriate “Details of Participation” concerning the unit accommodation available for the promotional offer.   Specifically, the “Details of Participation” include the following statement: 

·          Accommodations are for a maximum of two adults and up to two children under the age of 18 at The ****** ******** Villas. Accommodations are a one bedroom villa with king bed, full size sleeper sofa, and kitchenette

In our review with Resort Management, we confirmed that there are two types of one bedroom units at the ****** ******** Villas-a one bedroom premium unit and a one bedroom villa. The one bedroom premium unit (870 sq. feet) sleeps 4 people or 5 with a roll away bed, based upon request and availability. However, the one bedroom villa (530 sq. feet) sleeps a maximum occupancy of 4 people and a roll-away bed cannot be placed into the unit due to the resort’s fire safety laws.  We certainly regret any miscommunication and/or confusion Mr. and Mrs. Coltman experienced surrounding this process and their feedback has been shared with Resort Management for appropriate follow up measures.  

In an effort to meet Mr. and Mrs. Coltman’s needs, Resort Management is agreeable to allow a crib into the one bedroom villa which is smaller in size than a roll-away bed.  This is done in appreciation of Mr. and Mrs. Coltman’s valuable feedback  and as a sincere gesture of goodwill.  Should Mr. and Mrs. Coltman wish to accept this gesture, they may contact the SVO Packages Dept. at ###-###-#### to purchase the promotional offer and discuss arrival dates.

Thank you for allowing us an opportunity to respond to Mr. and Mrs. Coltman’s concerns. If you should have any further questions surrounding this matter, please contact me directly at ###-###-#### or via email at ********************************

Respectfully,

Joseph Hernandez

cONSUMER Affairs SPECIALIST

5/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We made a reservation at the ***** ***** in Portland to stay at the end of July last year. Our flight from Chicago to Portland was delayed, we informed the hotel we would be arriving late and not to giveaway our room for a no show. We took the shuttle from the airport to the hotel with several flight crew members. When we arrived at the hotel the manager ******* proceeded to check in the flight crew before us. When it came time to checking us in our room was given away even though we called to tell them we were going to arrive late. At this point it was after midnight and we had been traveling for many hours from Omaha. ******* informed us we could stay at their sister hotel across the street. If we agreed we would be receive a free breakfast, free long distance phone call and a free night stay at a later date. Before agreeing to this we confirmed that the free room would be accessible to any Aloft in the US. *******, the manager, stated it is available to use a any ***** ***** in the US. We then agreed with the understanding we could use it anywhere. This summer we decided to travel to Chicago and stay at the Aloft in downtown. After booking our room we called the hotel to inform them we had this letter stating we would be able to receive the free room. The front desk agent did not know what I was referring to and directed me to the manager on duty. The manager at the Chicago hotel stated I needed to call the Portland hotel and have them transfer the letter to points so we could use it. We called the Portland hotel and spoke with *******. I stated my frustration about this situation and she again blew me off for another customer. She did not take the time to handle this situation instead she told me she was helping someone else and would give me a call back. Many hours passed and she did not return my phone call. The next day I reached out to the General Manager at the hotel who again was not willing to work with us. I pointed out to both ***** and ******* that the letter states free night in our hotel- nowhere on the letter does it state it must be used in the Portland hotel. After reaching out to ***** twice (only once with a returned phone call) this issue is still not resolved. We were looking forward to staying at Aloft in Portland and was disappointed our room was given away. We then were excited to find out they were going to make things right and offer us a room in any Aloft in the US. This is very disappointing this false information was passed onto us and promises were not upheld. We were looking forward to staying at the ***** ***** in Chicago but after this situation we are worried our room will either be given away or we will receive the same poor customer service.

Desired Settlement: We would either like to receive our promised complimentary room or we would like our reservation in Chicago cancelled without penalty/paying.

Business Response:

To whom it may have concerned, please below email sent to guest. Attached is a copy of the voucher the guest received from the hotel.

 

From: WP, Consumer Affairs
Sent: 22 April 2014 17:42
To: Amanda Filippi

Subject: Your recent stay with the ***** ******** Airport at Cascade Station

Dear Ms. Filippi,

Thank you for taking the time to connect with the Better Business Bureau. Your comments relating to your recent experience with the ***** ******** Airport at Cascade Station, which you kindly shared with them, has been brought to our attention. I appreciate the opportunity to review your feedback.

First of all; we were truly sorry to learn that the hotel was unable to offer you a room upon arrival. Whilst it is our understanding is that this happened due to circumstances beyond the hotels control, I can certainly appreciate the frustration and disappointment it may have caused, you especially after a long days travel. We were however glad to see that they were able to arrange alternative accommodation for you inclusive of free breakfast and free long distance calls, as well as a voucher for a complimentary night’s stay in the near future.

It was regretful to learn of any miscommunication that may have happened during your conversation with ******* Sincoff, Guest Service Manager, regarding this voucher. Whilst recognizing that the incorrect information may have been shared during this time; having reviewed it, we are pleased to see that the voucher clearly indicates which hotel this is in relation to. We are also glad to see that it indicates how reservations can be made directly with ******* or ***** ******, General Manager directly; who I’m certain would have been happy to help you make reservations should you have chosen to contact them.

Whilst remaining sympathetic to your concerns, having reviewed the information shared by you and the hotel I do believe that the hotels decision to decline to extend it to a different hotel was appropriate. However, as we recognize how this experience has affected you personally, we would be happy to exceptionally extend 3,5000 Starpoints to in addition to the voucher provided. This would be equivalent to half a night with this location.

At this time, I do not see a Starwood Preferred Guest account associated with your name and email; we would like to invite you to take a moment to encourage you to visit www.spg.com and explore the vast opportunities which await and where you can also become a member. Once this has been completed please do share your membership number with me and I will be happy to request these to be posted for you to utilize them. If we have not heard from you by the 22nd of May, 2014, we will recognize that you do not wish to receive this gesture from us. Our hope is however you will accept this as an expression of abiding interest in regaining your faith back, without accepting any responsibility or liability of the experience you had.

Ms. Filippi, thank you once again for taking the time to share your feedback with us. I remain at your disposal and look forward to hearing from you.

With warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

Business Response:

To whom it may concern, please see below response to the guests complain. The guest has also emailed us separately to express a request to only connect through the Better Business Bureau. The guest has however been provided with our direct contact details if needed;

 

Dear Ms. Filippi,

Thank you for sharing further regarding your experience with the ***** ******** Airport at Cascade Station; I appreciate the opportunity to review the comments you have shared.

First of all, please accept my sincere apologies if reaching out to you via both the Better Business Bureau as well as via email caused you any disappointment. As your personal contact details were provided on the Better Business Bureau, we wanted to take the opportunity to connect with you personally as well but respect if your preference is to only connect through the Better Business Bureau moving forward.

Whilst we appreciate the comments you have shared, we do believe that the gestures of goodwill offered (3,500 Starpoints along with the voucher for a future stay at the ***** ******** Airport at Cascade Station) are just and fair. These Starpoints can be used with any of our locations worldwide thus allowing you the opportunity to have 2 separate return stays; one with a property of your choice and one with the ***** ******** Airport at Cascade Station.

If you’d like our assistance with cancelling your stay with one of our distinctive locations in Chicago, we would be happy to try to help if you wish. We were able to locate reservation ********* which we believe may be your reservation, however if you could kindly reconfirm it would be most appreciated.

Ms. Filippi, your present feelings are appreciated; however, I do hope that you will not judge us solely on the basis of this particular experience.  We do hope you will choose to stay with us again and we are confident that your next stay will be pleasurable in every respect.

With warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10012740, and find that this resolution is satisfactory to me.   We will accept the 3,500 points and like them applied to our stay in Chicago.

Sincerely,

Amanda Filippi

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called the ****** TAMPA BAY on Friday April 4th at 8:11 pm to inquire on making a reservation for stay April 4th to 5th. The 1st time I called I the ****** rep hung up on me when I asked to make a reservation. I called again and was transferred to the reservations department. I spoke to a reservation rep to get detail on making the reservation. After confirming what rooms were available and cost, the rep wanted our credit card to make the reservation. I asked the rep several times if we would be charged if we didn't make it to the hotel and the rep said no, we pay once we get to the hotel, the card number was to secure the reservation and there were no cancellations fees. The rep took our names and we gave a credit card to secure the room. The price for the stay was $188 total reservation #***-***-**** Due to unforeseen circumstances we couldn't make it the hotel that night. Saturday morning when we checked our account we saw two charges from ****** the 1st one was $228 and the 2nd one was $100. We contacted ****** 8:56 am to see why we were charged such outrageous amounts the rep stated that we were charged because we did not cancel our reservation before 6 pm Friday April 4th (we made the reservation at 8:11 pm). I explained the situation and what the person who made the reservation told us. The rep could not help us and stated the her manger would be in at 10 am. We were already on our way to Tampa stopped by the hotel and spoke with manager Scott Segreto who provided no help with situation told us that we were charged an extra $100 because the reservation was made for in two peoples name. His only suggestion was to call the reservations department and speak to them again or pay extra to book another night. This was our 1st experience with this hotel and it wasn't a good one. We were Extremely Disappointed with how the entire situation was handled. After we spoke with ***** the front desk lady's were whispering and laughing among themselves about the situation. Very unprofessional.

Desired Settlement: We would like a full refund of $328. We feel this is unfair practice since we did not stay at ****** TAMPA BAY at all. It was also pretty insulting after all the trouble, the hotel to send us an email to thank us for our stay.

Business Response:

I called the guest but as he didn't answer, I left a voicemail and asked him to contact me back.

Thank you,

Jeremy Davie

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Sincerely,

Mark Allen

4/12/2014 Billing/Collection Issues
4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 31, 2014 I booked a hotel through this site. I also booked a flight, and my wife and I scheduled time off of work. Approximately 1 week later, I received an email from Booking.com saying the price was an error on the part of the hotel, and I could do one of the following: 1) Cancel my reservations 2) Pay an increased price 3) Nothing, and the reservations would be automatically canceled I called them, told them I would be happy to cancel if I would be reimbursed for the flight, as well as the time off of work. They refused. I received multiple emails after that saying the same thing, with each one giving me less time to respond before my reservations were automatically canceled. I called 3-4 times, and was eventually told to contact the hotel directly, which, after calling for approximately 3 days, speaking to a manager, and later the general manager, said the same thing. 2-3 days later I received an email saying my reservation had been canceled. Now, I have lost approximately $500 due to the airfare, as well as a week off of work for my wife (I was able to cancel the vacation), which is approximately $750. So $1,250 total. This is completely unacceptable. When I told them we would lose money, their response was.....oh well, it was a price mistake, and there's nothing that can be done except for you to pay an increased price, or cancel. I also brought it up to them that they are a multi million/billion dollar company, and that this is nothing to them. They still refused to honor their contract. Product_Or_Service: Hotel Stay - 5 nights Account_Number: Confirmation #******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for them to honor the agreed upon contract. If it cannot/will not be honored, I would like to be refunded for the additional expenses ($750 for vacation my wife will lose, $500 for airfare, $1,250 total).

Business Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs
Sent: Monday, March 31, 2014 1:47 PM
To: 'landon.feutral@hotmail.com'
Subject: Your concern through the Better Business Bureau

Greetings Feutral:

Thank you for connecting with the Better Business Bureau.

I am not able to determine which hotel you have this concern with; unfortunately the confirmation number you offered is only for Bookings.com.  Would you please advise the full name of the hotel, the city, your original dates of stay, and the full name on the booking.  We will then connect with the hotel to see if we can come to a reasonable solution.

I look forward to your response.

With Kind Regards,

Jeremy Davie

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

v

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and find that this resolution is satisfactory to me.

Sincerely,

Landon Feutral

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Sheraton central reservations and got a reservation for 2 rooms the S******** ********* for 2 Nov '13 and gave credit card information a month prior to the reservation request (Oct '13). The week prior, on calling the ******** *********, I found that the hotel had no record of my reservation so I got another reservation for the weekend. I checked my credit card bill at the end of the month, I found 2 charges for S******* ******** ** for $403 (total of $806) for 2 Nov '13, so the reservation was made for the wrong hotel and when no one showed up my credit card was charged the full amount for 2 no-shows. I called Sheraton to resolve the billing mistake and was referred to corporate refunds. Corporate refunds informed me that they could only return half (1 room or $403) and take up the remainder with the individual hotels. Both my wife and I have called at least 10 times to both central management and the individual hotels who have investigated and found that the reservationist was at fault. Numerous promises of refund and/or follow up contacts have never materialized. So far we have received a single check for $403. This refund is not satisfactory as the responsibility of the charge lies solely with Starwood Hotels (owner of Sheraton). It seems that Starwood is stone walling us so we get fed up and quit asking for our money back. We are fed up with the time wasted trying to resolve this issue. The whole process of a simple reservation for 2 rooms for a family outing has turned into an unduly expensive affair, in both time and money. This incident reflects poorly on the management of Starwood from the bottom up.

Desired Settlement: I would like a refund for the second room in the amount of $403 by check. Also, an apology from the management at Starwood for jerking us around for so long.

Business Response:

From: WP, Consumer Affairs
Sent: 13 March 2014 17:40
To: Karl Igler
Subject: Your concerns brought forward to the Better Business Bureau

Dear Mr. Igler,

 

My name is Christine Nilsson; I am with the Consumer Affairs Executive Division of Starwood Hotels and Resorts Worldwide, Inc. The comments you shared with the Better Business Bureau pertaining to your reservation with the S******* ******** New York Hotel has been brought to our attention; I appreciate the opportunity to review the comments you have shared.

First of all; I was sincerely sorry to learn that one of our associates in our Customer Contact centre had confirmed the ******** ******** New York Hotel instead of the ******** ********* Hotel for your trip in November, 2013. Please accept our sincere apologies; I want to assure you that this is being followed up on with the associate to ensure that we are actively listening to our guests and can prevent mistakes such as these to happen in the future.

I was pleased to learn that ******* ******** from our Corporate Customer Service department had been working diligently with you to resolve this and have already confirmed that a refund of one of the reservations have taken place. Having reviewed this further with the hotel, I can now also confirm that your second reservation will be refunded. We recognize that your time is valuable and we are sincerely sorry for the length of time it has taken for this to be confirmed; your frustration is understandable. Attached is a folio confirming the refund which is being processed by the hotel; please allow 2 to 3 weeks for this to be completed. If you have not received it by this time, please do not hesitate to let me know and I would be happy to follow up further.

Mr. Igler, as one of our esteemed Starwood Preferred Guest, we appreciate that you have taken the time to share your concerns and allow us to examine these further. Should your future plans bring you to one of our many hotels and resorts; I encourage you to reach out to me before. We would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer.

With warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2013, my fiance and I signed a contract with the Westin in Aruba to have our wedding held at that location on July 19th, 2014. We also gave a deposit of $1,000 at that time. Part of the contract stated that we would get 5,000 starpoints for each 10 room nights that our guest stayed. Also, we were going to be receiving 1 starpoint per dollar spent on our wedding at the Westin in Aruba. In January of this year, we were notified via email that the Westin Aruba had been bought out by the *** and that the Westin would no longer be able to hold our event, even though they signed a contract with us to hold the event. Luckily, the buyer, The Riu, was able to pick up our wedding and hold it at their hotel. The Westin has offered us nothing in the way of compensation either monetarily or in starpoints for the contract they signed and voided or the inconvenience that this has cause not only my fiance and I, but also many of our guests. When we contacted the event coordinator, she said there was nothing she could do regarding the starpoints or monetarily. One of the reasons that we decided to have our wedding at the Westin in the first place was our ability to earn starpoints for future vacations. I felt totally dissatisfied by this and decided to see if I could get a reasonable response through their customer service website. The response I received was awful. First of all the customer service rep responded to me using the wrong last name, he then proceeded to say this..."Thank you for reaching out to us in regards to your wedding reception. Your email was escalated to my attention due to the deactivation of this hotel; I am in charge of all guest communication surrounding the deactivations of hotels from the Starwood chain as well as I am in a leadership position. We appreciate that the closure of the Westin Aruba is disappointing to you. Regrettably, we are not in position to honor the points. If you would like to pursue your request further, please contact your original contractor."

Desired Settlement: I would at a minimum like starpoint compensation for the inconvenience of having to move my wedding ceremony as well as my guests 7 months after originally booking my wedding at the Westin in Aruba. We were never warned that this was a possibility and the contract didn't specify the contract could be voided by the hotel in the case of them selling it. So far they have offered nothing other than pushing us off to the hotel group that purchased their hotel.

Business Response:

The following has been emailed to Mr. Farrell:

 

Dear Mr. Farrell,

 

Thank you for taking the time to connect with the Better Business Bureau regarding your arrangements with the Westin Aruba. We wish to extend congratulations during such an important moment in your lives, and truly appreciate that you chose Westin for this occasion. We regret the circumstances which have led you to feel the way you do, and welcome the opportunity to discuss.

 

We do sincerely regret the inconvenience of needing to relocate your event, and are glad that *** was able to extend services to ensure this event could continue moving forward without delay. While we were not aware of the need to relocate reservations and the decision to close the resort until recently, we wish to assure you that we have taken every step possible to ensure our guests are taken care of, and we do appreciate the understanding and patience our guests have shown during this challenging process.

 

I can understand why this would be both an enormous concern and disappointment due to the expectation of earning Starpoints, and wish to address this concern you as loyal guests have expressed. Starpoints would be awarded through Starwood Preferred Planner for specific events and meetings, but remains governed by the Terms and Conditions for Starwood Preferred Guest. Our Terms and Conditions do state that in the event of a hotel exiting the SPG Program for any reason, member will not earn Starpoints, promotional rewards or other such benefits, even if the reservation for a stay at the former SPG Participating Hotel was made prior to the exit date. This is the policy to which we have adhered for all guest relocations, in an effort to treat all guests fairly and equally under the rules of the program to which they have agreed to participate.

 

While our Terms and Conditions do not require that anything further be offered with respect to Starpoints, I do not believe that would be the right thing to do for you as guests, or to reflect the significance of your circumstances. In review of the contract which was signed, I was unable to see any information of the 5,000 Starpoints per 10 room nights you noted in your communication to the Better Business Bureau; under Starwood Preferred Planner, the maximum number of Starpoints which may be earned for an event is 20,000 Starpoints. For the disappointment you have expressed and due to the nature of your specific circumstances and event, I would be willing to extend to you 20,000 Starpoints, as a gesture of goodwill. This would afford you all of the Starpoints to which could be earned for this event, and we do hope that your experience with *** reflects the same level of hospitality you would expect when you originally booked with us. I would appreciate confirmation of your acceptance to proceed with the necessary arrangements. With respect to financial elements of your contract, I must respectfully decline to extend any goodwill in this regard, but would encourage you to discuss with *** to ensure your event meets with your expectations.

 

I wish you the best in the exciting journey on which you are about to embark. We thank you for your patience and understanding, and look forward to providing you with the high level of service you expect when staying with us during your next stay.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

Starwood Preferred Guest Executive Office

t ###-###-####  F ###-###-####

starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********25

 

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked this hotel and I called to confirm, I was asked if I wanted to upgrade the room for an additional free to a suite. I said yes. Upon arrival my room was given to someone else and I was placed in the next available room. The room given was dirty, trash in the trash cans, sheets dirty,found hair in bed, holes in the sheets. I asked for another room and they didnt have one available. Asked if they can come clean it. Nobody was sent. Asked for additional towels, never arrived to the room. I had to go find a housekeeper to get my towels. The next day I called for more towels and yet once again never arrived. I went to look for housekeeping to get my supplies since they were not provided. At the check out I was charged for a parking fee of 32.00 per night and 30.00 for upgrade fees and I didn't even get my upgrade. I am not happy with the service provided by the hotel. I called to make a complaint and nothing was done. This is terrible service to provide to tourist.Will not be returning.

Desired Settlement: Refund for the services that were not provided. Clean room, towels, trash.. nothing was done.

Business Response:

From: WP, Consumer Affairs
Sent: 20 February 2014 17:00
To: Maria Ewin

Subject: Your concerns brought forward to the Better Business Bureau

Dear Ms. Ewin,

Thank you for taking the time to connect with the Better Business Bureau 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

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My colleague and I shared a room at the Westin hotel. My colleague paid the hotel bill with her card, i planned to reimburse her later. She checked in on 2/28/14 and I checked in on 3/1/14, we both checked out on 3/2/14. I self parked for ONE NIGHT at a rate of $41 per night. The bill for our room reflected the correct one night parking fee of $41. However, when I tried to exit the parking garage on 2/2/14 at 3:25pm I was charged $82 dollars at the exit gate. I had to pay in order to exit the garage.When I called the Westin the first time I was told that they could not credit me the money and must instead credit the $82, paid with my card, to my colleagues card because she was the one who made the room reservation. After they reimbursed her half of my $82 I found out they could've credited my card and my colleague did not want it credited to her account. When I called the Westin on 3/7/14 they offered to reverse the credit my colleague received and redirect the full $82 to my card. In the same evening I found out that the $41 given to my colleague had indeed been removed. However, on the morning of 3/8/14 I discovered that instead of refunding my $82, they charged my card an additional $82! I called them immediately and nobody returned my phone call. Later, in the same day, I e-mailed the Westin regarding this issue and as of 3/9/14 at 4:52pm have still heard nothing. It's been back and forth for a week now, and the refund amount is now $164. Product_Or_Service: Parking for one night Account_Number: Guest Number: ******

Desired Settlement: DesiredSettlementID: Refund I need all $164 credited to my account without delay. I would also like an explanation as to:1) Why I was charged at the parking garage when our room had already been billed and my parking stub validated at the desk!2)Why I was charged for two nights upon leaving the garage when I only parked one night!3) Why my card was charged a second time, when I gave my credit information to authorize reimbursement!

Business Response:

From: WP, Consumer Affairs
Sent: 18 March 2014 17:16
To: Crystal Dawn Rowe

Subject: Your concerns brought forward to the Better Business Bureau

Dear Ms. Rowe,

Thank you for taking the time to personally connect with the Better Business Bureau in relation to your experience with one of our Westin hotels. As a member of the Consumer Affairs, Executive Division; I appreciate that this has been brought to our attention and the opportunity to review your comments further.

It was regretful to learn of the concerns you shared in regards to the charges the hotel made to your credit card as well as the lack of follow up from the hotel when attempting to connect with them. It’s understandable the frustration this may have caused and the impact that it may have had on your view of our services.

We would be happy follow up on this with the hotel however by reviewing the comments you kindly shared; we were unfortunately unable to determine which Westin hotel this may be in reference to. It would be truly appreciated if you could share this with us, so we may follow up with the hotel to examine this further.

Ms. Rowe, I remain at your disposal and we look forward to hearing further from you.

Renewing regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********  However, I still await final resolve as the Corporate Office coordinates with the business to learn the details of my case.

Sincerely,


Crystal Dawn Rowe

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am asking Starwood Hotels to either credit my account with 16000 points or to provide me with a voucher for $300.I am a frequent customer of the Starwood Hotel Program and I accumulate loyalty points by staying at Stawood properties (e.g. Sheraton, Westin, W, ...) and by using a Stawood ******** ******* card. On March 3, 2013 I made a reservation at the Westin in ******** ** for 6 nights (March 30, 2014 to April 5, 2014) using my Starwood points.At the time of the reservation Starwood required 60000 points for the 6 nights. According to the Cancellation Policy, if a cancellation is made before Sunday, 23 March 2014 there will be no forfeit amount.On March 15, 2014 I called Starwood to make a change to the reservation in order to check out 1 day earlier.Instead of changing the existing reservation or informing me about a change in the number of points required for one night, the employee I spoke to (Tatiana, no ID No provided) cancelled the reservation (crediting 60000 points) and created a new reservation for 5 nights and debited my account for 64000 points.I argued about the fact that instead of being credited with 12000 points, I was charged an extra 4000 points for 1 fewer night and did not make any sense.The employee came up with a story that the computer made an error at the time of the original reservation and deducted only 60000 points instead of 80000.I do not really know if the reason I was charged 60000 points was due to the fact that I made the reservation 1 year in advance or to the fact that the Starwood policy has changed and they now require 16000 points instead of 12000.I question though if this was really an error made by the computer. As any person who understands processes and computers know, computers do not make one single mistake. If there is a mistake, either the computer makes the same mistake over and over again or the system has been programmed to penalize consumers and benefit Starwood. I responded that if that was the

Desired Settlement: I am asking Starwood Hotels to either credit my account with 16000 points or to provide me with a voucher for $300.

Business Response:

From: WP, Consumer Affairs
Sent: 20 March 2014 18:32
To: Gaspare Benso

Subject: Your upcoming stay with the Westin ******* ******, Mammoth

Dear Mr. Benso,

Thank you for taking the time to connect with the Better Business Bureau in relation your upcoming stay with the Westin ******* ******, *******. As a member of Consumer Affairs, Executive Division I appreciate the opportunity to review the concerns you have shared.

It was regretful to learn of the specific concerns you had shared in relation to the Starpoints used for your stay as well as the lack of Customer Service you received from our colleagues in our Customer Contact Centre. Please be assured that Starwood Hotels & Resorts Worldwide strives to maintain the highest quality of customer service. I apologize that your experience was not an example of this and would like to assure you that it was the exception and not the rule.

Having reviewed your reservation and your Starwood Preferred Guest account, it’s my understanding that you have already been in contact with ******* ***** in our Customer Contact Centre who is in the process of refunding the additional 16,000 Starpoints that was used when your reservation was changed to the new dates. This was caused by a system error which we are now working on rectifying; I sincerely apologize that you were affected by this and it’s disheartening to learn of the negative effect that this had on your view on us and our services. It’s my understanding that ******* had also offered you a gesture of apology of 10,000 Starpoints with the hopes of regaining your faith, which it is my understanding that you have declined. If you were to reconsider your position, please feel free to let me know before the 20th of April, 2014 and I would be happy to still extend this. While I recognize that this will not turn back the time to change what happened, we do hope that if you chose to accept these you may use them to create new, positive memories with us. In the meantime, this is being followed up on internally with our colleagues that you engaged with to ensure that we continue to strive towards creating ideal guest experiences.

Mr. Benso, thank you once again for taking the time to write and share your comments. We truly value your feedback as a Starwood Preferred Gold Guest; it’s comments such as yours that allows us to grow and identify opportunities where enhancement can be made. We hope that you have a wonderful time with the Westin ******* ****** and that we may have the pleasure of welcoming you back to our other distinctive locations in the near future.

Renewing regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

Consumer Response:  
Better Business Bureau:

I have been contacted by the business representative in reference to complaint ID ******** The business representative has agreed to all my requests and credited my account accordingly. I am glad this issue has been quickly solved in a satisfactory manner. 

Sincerely,

Gaspare Benso

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am trying to register for the 35% off award. I was told in the past signup was good till 2/28. In trying to choose the 35% off award today it won't let me.The plat rep I had on the phone even told me she was told it didnt expire. There was no clearly marked end date in the email.I'm got put on hold with her supervisor (who was very nice) who could only file a ticket and also didnt even know there was an expiration date.It turns out another *** Platinum received an email from *** saying the same:Dear Mr. xxxxx,Thank you for your email. Your commitment to our hotels is commendable, and we are honored to have such a dedicated guest in our program. It is valued guests like you, who keep our award winning loyalty program on top. I would be happy to assist you.:I am pleased to advise there is no time limit in which to select your gift. "

Desired Settlement: 35% off any 5 night award in next 6 months or the proper points for using it (35k as I believe 5 night cat 6 is 100k)

Business Response: I called the guest to discuss this concern.  I have manually enrolled the member into the promotion, and thanked him for the opportunity to resolve this concern.  Please see below, which is the email I sent as follow up:

 

From: *** Executive Office, 00AUS
Sent: Thursday, February 13, 2014 12:52 PM
To: 'cfacpamba@gmail.com'
Subject: Your connection with the Better Business Bureau

Greetings Mr. Moskowitz:

Thank you for your time on the telephone today.  As well, we thank you for connecting with the Better Business Bureau in order to allow us an opportunity to respond.

As discussed, I have manually enrolled you into the 35% Starpoint discount promotion.  We look forward to when you use this award, and very much appreciate the opportunity to recognize your loyalty to Starwood Hotels & Resorts Worldwide, Inc.  Further, when you book the reservation using this award, if there are any challenges please book at the regular redemption rate and connect with me after confirming.  I will ensure we discount the stay accordingly.

I wish you all the best.  Stay warm!

With Kind Regards,

Jeremy Davie

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********11 

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a room at the Sheraton under a **** **** deal the hotel was running during July 2013. However, their stock ran out and the staff informed me that they would ship the package to me.After arriving home, I called the hotel to follow up and was informed that it would be shipped within the week. Followed a 2nd time with no result. Posted a comment on their survey with no response as well.

Desired Settlement: Please send me the complete package that was part of my stay.

Business Response:

To whom it may concern, please note that the hotel has attempted to call the guest and has also sent below email;

Hello there,



                     My name is Nicholas and I am contacting you on behalf of the Sheraton Brooklyn hotel. I would like to thank you for taking the time and effort to bring it to my attention the promotional issue you had after your stay, but now that we have connected I will be happy to help investigate and resolve this. I would like to speak to you on the phone, do you have a preferred contact number or time where you may be reached at your convenience? I hope you are enjoying your weekend, and hopefully where you are is