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Connecticut

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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

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 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 130 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

130 complaints closed with BBB in last 3 years | 66 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 19
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 95
Total Closed Complaints 130

Additional Information

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

Corporation

Business Management
Ms. Helen Horsham-Bertels, Senior Director, Consumer Affairs Mr. Frits Van Paasschen, CEO and President
Contact Information
Principal: Ms. Helen Horsham-Bertels, Senior Director, Consumer Affairs
Business Category

Hotels

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

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Star Pt

    Stamford, CT 06902 (203) 964-6000

  • 1
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Complaint Detail(s)

8/22/2014 Advertising/Sales Issues
8/21/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
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,

******* ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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,

******** **

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

**** *******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Read Complaint Details
X

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/23/2014 Billing/Collection Issues | Read Complaint Details
X

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,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2014 Advertising/Sales Issues | Read Complaint Details
X

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I booked a hotel through Priceline. I got the hotel **** ****** ** ******** ** ********** *****. When I checked in they asked for a credit card for "incidentals". I stayed 2 nights. When I went to check out, I was told there would be $8.00 charged on my card for incidentals. I agreed and signed the card. I pulled up my statement on line the next day and saw that I was charged $300.00 AND $51.50. Since I thought it was a mistake, I called the hotel and the clerk said that there was "urine on the bed". They are charging me for damages. I was EXTREMELY UPSET!!! I went over to the hotel to talk to a manager. There was a front desk cashier named ***** I went and took pictures to prove there was no damages. The only reason I was in a hotel was because my house is being repaired. I am a very responsible person. I've stayed at dozens and dozens of hotels and I have NEVER had this situation happen. When I went to go take a picture of the clerk and the room number, she hit my hand. I did not do any damage to the room. I stayed at the hotel with me and my two teenage sons. I am a very responsible adult. I've never had any problems with the law. I've worked my whole life as a reputable Accountant. I am from a Galveston family with 5 brothers and 1 sister. We know thousands of people in Galveston that can vouch for my character. I DEMAND my money back. Four Points is taking advantage of having people's credit cards and making a huge profit off of all the EXORBITANT UNAUTHORIZED charges on my credit card.

Desired Settlement: I request a refund of $343.50 immediately!

Business Response:

The following has been emailed directly to Ms. Broom:

 

Dear Ms. Broom,

Thank you for taking the time to connect with S******* ****** *** ******* ********* regarding your recent experience at the Four points by Sheraton Galveston. We appreciate the opportunity to review and address.

Firstly, I wish to apologize for the negative impression this experience has left; we strive to extend a comfortable and uncomplicated stay, and regret that the concerns with billing have impacted what could have otherwise been a pleasant experience. While I am certain that no one takes pleasure in discussing such topics, we certainly wish to ensure that this is reviewed and investigated further. Regrettably, I was not able to locate any recent reservation in your name at the hotel and was unable to determine your dates of stay from the information we received. Can you please confirm which days you were at the hotel? I can then move forward in discussion with the hotel management to better understand the decisions they have made, and move forward with resolution.

Thank you for your patience and understanding, and I look forward to hearing from you.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

Starwood Preferred Guest Executive Office

t ###-###-####  F ###-###-####

starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

REFERENCE: 2*********33

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
X

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

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/22/2014 Problems with Product/Service | Read Complaint Details
X

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/14/2014 Advertising/Sales Issues | Read Complaint Details
X

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 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Advertising/Sales Issues | Read Complaint Details
X

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 warmer then NYC! Have a great day and thank you for your communication.

--



******** *****
Front Office Manager
SHERATON BROOKLYN NEW YORK HOTEL
228 Duffield Street, Brooklyn New York 11201

We have also sent the following email to the guest;

From: WP, Consumer Affairs
Sent: 10 February 2014 15:30
To: Ha Dinh

Cc: ******** *****
Subject: Your recent stay with the Sheraton Brooklyn New York Hotel

Dear Mr. Dinh,

Thank you for taking the time to connect with the Better Business Bureau in relation to your stay with the Sheraton Brooklyn New York Hotel in 2013. As a member of the Consumer Affairs, Executive Division I welcome the opportunity to review your concerns.

I was sorry to learn that you did not receive the **** **** bag which was a benefit available to guests who reserved their stay with the special promotion you availed of for your stay with the Sheraton Brooklyn New York Hotel. Your frustration and disappointment is understandable.

Copied in this email is ******** *****, the hotels Front Office Manager, who has attempted to connect with you to discuss this further and also to extend their sincere apologies. We hope you have had the chance to and that you together have found a resolution to your concerns.

Mr. Dinh, thank you once again for taking the time to write and share your experience with us. We truly value your feedback; it’s comments such as yours that allows us to grow and identify opportunities where we may improve our services to create ideal guest experiences. We hope that this experience has not shied you away from our distinctive locations and that we may have the pleasure of your continued patronage in the future.

Kind regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Last November, I booked 2 rooms using my *** points to the ****** ***** *or dates between 4/30/2014 to 5/02/2014. This trip is for my family to attend my sister's wedding. On January 10th, I received an email from Starwood stating that they sold the resort and the new owners will close the hotel for renovation. The same email stated that I would be contacted no later than 2/4/2014 with a resolution . On 2/4, I received an email from Starwood stating that they are still working on a resolution and will contact me no later than 2/5. On the afternoon of 2/5, I called Customer Service who unhelpfully told me to wait another couple of days because she doesn't have a clue. She also suggested that I send an email to Starwood Consumer Affairs and I replied that "I already did, they ignored me". Starwood have hung my family out to dry. This situation have been causing a lot of stress to my family. I have been a long time loyal fan of Starwood and I hope they make this right.

Desired Settlement: Fulfill the original promise providing alternative accommodations at a nearby location at no additional cost.

Business Response:

To whom it may concern,

We have connected with the guest to offer our sincere apologies and share that we are actively working on this. We are sincerely sorry that we were unable to provide the details on time but once we have received the details Mr. Huang will be contacted accordingly. Should Mr. Huang have any concerns or questions in the meantime, he may connect with us again and we would be happy to take note of these.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I needed to make a reservation with platinum 35% off promo code for point redemption, but this agent **** was rude, and used all sorts of excuses to not help with this reservation and blamed me for mis-communication. His entire phone conversation with me was angry and full of yelling. Detailed as below:I called platinum concierge ********** at 12:37PM eastern time on 1/24/2014. **** was the agent picked up my call. My first sentence after greeting was "I need your help make a reservation using a promo code". After asking for my spg#, and me specifing the dates and the hotel name, **** said I needed to wait for 24 hours. I asked if **** can help me understand why it would take 24 hours. This is when he started to yell at me very rudely and refused to explain. He responded briefly that he didn't think anything to explain.I then repeated my request to him. I needed a reservation from Apr 9 to Apr14 at ***** ******** using my spg points and 35% promo code. He then claimed I don't have enough points. I explained to him if he helped me use the 35% promo code, my spg points will be sufficient and this is why I need his help.**** then claimed he needs to cancel my other reservation, which is irrelevant to my request for this phone call. I got scared and didnt want to lose my other reservation and asked him to not touch my other reservation. He yelled at me and said I didn't listen to him.I listened quietly for his entire yelling and after he was done, I repeat my request, a reservation from Apr 9 to Apr14 at ***** ******** using my spg points and 35% promo code. He now yelled more angrily and said it is my mis-communication to not mentioning to him the promo code. I was shocked, for I have mentioned it from the beginning and repeated it for more than 3 times during the conversation. He also yelled at me that my other reservation was irrelevant to our conversation, but I only brought it up when he wanted to cancel it. The conversation has become nothing more than an accusation from ****.

Desired Settlement: I am a platinum member (#****************nd a loyal *** customer and also using A*** *** credit card. I stayed at spg hotels at a bi-weekly frequency last year for business trips, and planed to do the same this year. I appreciate the customer services provided through platinum concierge ###-###-####, and have always had very good experience with the phone agents except today. I will appreciate if SPG can listen to this phone call and investigate the behavior of ****, and respond to me.

Business Response:

Dear Cha Li,Thank you for taking the time to connect with Better Business Bureau;  please accept our apology for your recent experience with booking your reservations in *******Our apologies for the delay in responding back to you.  Our office was just recently made aware of your concerns.  On your behalf, we are researching to see if your call was recorded and if so, I will personally be reviewing that call and following up with ****’s supervisor.  Once our investigation is complete, we will be in touch with you directly and via the Better Business Bureau.In the meantime, as a goodwill gesture we will be placing 1,000 Starpoints into your distinctive Platinum Preferred Starwood Preferred Guest account.  We do want to thank you for your patronage and loyalty since 2012.We look forward to re-connecting with you soon, once we have been able to complete our research, on your behalf.Best Regards,******* ******CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-####  F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT 06902Dear Cha Li,Thank you for taking the time to connect with Better Business Bureau;  please accept our apology for your recent experience with booking your reservations in *******Our apologies for the delay in responding back to you.  Our office was just recently made aware of your concerns.  On your behalf, we are researching to see if your call was recorded and if so, I will personally be reviewing that call and following up with ****’s supervisor.  Once our investigation is complete, we will be in touch with you directly and via the Better Business Bureau.In the meantime, as a goodwill gesture we will be placing 1,000 Starpoints into your distinctive Platinum Preferred Starwood Preferred Guest account.  We do want to thank you for your patronage and loyalty since 2012.We look forward to re-connecting with you soon, once we have been able to complete our research, on your behalf.Best Regards,******* ******CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-####  F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CONNECTICUT 06902

 

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

 

******* ******, Thank you for taking care of my BBB complaint(Reference #2*********97). I just received your response and happy to hear your proposed solution. Here below is another problem I am having with SPG reservations, and I wonder if you could help me with it as well. As you can see in the email chain below, I made two reservations with Royal *******n. Amelia confirmed with me that the hotel has amended my reservations to a room with 2 beds. But when I called the hotel later, they shared they received her request but never confirmed they could do 2 beds for me. The hotel asked me to ask Amelia to call them back for further discussion, but I haven't heard back from Amelia since and now it is about two weeks. Can you please help me continue this communication and make sure my reservations are updated to 2 beds? 1st reservation # 101 050 967 (April 9th to April 14th) 2nd reservation # 171 052 160 (April 14th to April 22nd) My SPG number 428 239 790 82 Thanks, Cha (Summer) Li Cell ###-###-####******* ******, Thank you for taking care of my BBB complaint(Reference #2*********97). I just received your response and happy to hear your proposed solution. Here below is another problem I am having with SPG reservations, and I wonder if you could help me with it as well. As you can see in the email chain below, I made two reservations with Royal *******n. Amelia confirmed with me that the hotel has amended my reservations to a room with 2 beds. But when I called the hotel later, they shared they received her request but never confirmed they could do 2 beds for me. The hotel asked me to ask Amelia to call them back for further discussion, but I haven't heard back from Amelia since and now it is about two weeks. Can you please help me continue this communication and make sure my reservations are updated to 2 beds? 1st reservation # 101 050 967 (April 9th to April 14th) 2nd reservation # 171 052 160 (April 14th to April 22nd) My SPG number 428 239 790 82

Thanks, Cha (Summer) Li Cell ###-###-####

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

Dear Ms. Li, Thank you for your reply. In regard to your call, we are still reviewing to see if the call was recorded, we do want to thank you for your patience. In regard to your upcoming reservations at The Royal *******n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The ***** ******** and have requested the change to two beds in your room, for the entire length of you stay. Ms. Li, I look forward to being in touch soon and wish you a great week. Best Regards, ******* ****** CONSUMER AFFAIRS, EXECUTIVE DIVISION T ###-###-#### F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T ###-###-#### FAX ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902 REFERENCE #2*********97Dear Ms. Li, Thank you for your reply. In regard to your call, we are still reviewing to see if the call was recorded, we do want to thank you for your patience. In regard to your upcoming reservations at The Royal *******n, a Luxury Collection Resort, Waikiki, we have connected with Kelly Hoen, General Manager, at The ***** ******** and have requested the change to two beds in your room, for the entire length of you stay. Ms. Li, I look forward to being in touch soon and wish you a great week. Best Regards, ******* ****** CONSUMER AFFAIRS, EXECUTIVE DIVISION T ###-###-#### F ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T ###-###-#### FAX ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902 REFERENCE #2*********97

**********

Mr. Begley, Thank you so much for your help! Regards, Cha LiMr. Begley, Thank you so much for your help! Regards, Cha Li

*********

Dear Ms. Li, Thank you for your patience, during our review. Firstly, in regard to your reservations at The Royal *******n, we’ve heard back from Rick Mishima, their Director of Front Office, who has been able to ensure that you will have two beds during your entire stay. Secondly in regard to the call you had with our Customer Contact Center associate ****, we have found your call was, unfortunately, not captured by our recording system. Your comments have been shared with ****’s direct supervisor for review and appropriate coaching. In recognition of your distinctive Platinum Preferred Starwood Preferred Guest status and patronage since 2012, we would like to extend you to a onetime goodwill gesture of 20,000 Starpoints. With your agreement, we will have these available for your access within seven to ten business days. Please let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account. Ms. Li, 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 ###-###-#### FAX ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902Dear Ms. Li, Thank you for your patience, during our review. Firstly, in regard to your reservations at The Royal *******n, we’ve heard back from Rick Mishima, their Director of Front Office, who has been able to ensure that you will have two beds during your entire stay. Secondly in regard to the call you had with our Customer Contact Center associate ****, we have found your call was, unfortunately, not captured by our recording system. Your comments have been shared with ****’s direct supervisor for review and appropriate coaching. In recognition of your distinctive Platinum Preferred Starwood Preferred Guest status and patronage since 2012, we would like to extend you to a onetime goodwill gesture of 20,000 Starpoints. With your agreement, we will have these available for your access within seven to ten business days. Please let me know of your acceptance of our gesture, so we may move forward in added the Starpoints to your account. Ms. Li, 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 ###-###-#### FAX ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902

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

Mr. Begley, I am impressed by how seriously SPG took its customers feedback, and really appreciate your help. I will book all my business travels this year with SPG hotels. I accept the goodwill points. Thanks, Cha LiMr. Begley, I am impressed by how seriously SPG took its customers feedback, and really appreciate your help. I will book all my business travels this year with SPG hotels. I accept the goodwill points. Thanks, Cha Li

********

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: starwood hotel chain is advertizing on the internet at their various hotel websites that they have a promotion-call "celebrate YOUR BIRTHDAY YEAR PROMOTION". they have you join their prefferred quest membership. Syou can gain points from staying at their hotel chains. THIS PROMOTION IS Which you pay for full price the first night at one of their hotels, then every other night stay is charged at your birthday year, etc. if born in 1968, then every other night is charged at $68.i tried to obtain this promotion on line at my hotel of choice. which was "ALOFT OF ************ ******** ****, NYC,NY 10027 ###-###-####. BUT COULDN'T. SO I CALLED THEM. ******* of reservations said the dates i requested was not available. so i asked if she could tell me when the promotion was availble at any time during the next 2 months. She couldnt find any availability. So i ask for the manager which was Micheal Raimen. He claim the hotel doesn't have that promotion AT any time this year. SO THE NEXT DAY I CALLED THE CORPORATE OFFICE IN CONNETICUT @ ###-###-####. SPOKE TO "******** I WAS TOLD THE HOTEL DOESN'T HAVE TO PROVIDE THE PROMOTION. THEN WHY "ADVERTIZE "IT . TO GET CUSTOMERS.IS this false adverizement? Or do they choose who they want to get the pomotion.

Desired Settlement: provide me as a customer the services at the price that you advertizing for. i dont want any free.and an a opology would be nice

Business Response:

From: WP, Consumer Affairs
Sent: 03 March 2014 18:24
To: Chy Mitchell

Subject: Your reservation inquiry for the Aloft Harlem

Dear Mrs. Mitchell,

I hope this email finds you well and that you are having a wonderful day. Through our internal channels, your concerns pertaining to the ‘Pay Your Birth Year’ promotion which you have kindly shared with the Better Business Bureau have been brought to our attention. As a member of Consumer Affairs, Executive Division, I appreciate the opportunity to review the comments you have shared.

I was sincerely sorry to learn that the Aloft Harlem was advertised as participating in the ‘Pay Your Birth Year’- promotion. We can certainly recognize your frustration when being advised differently and are most grateful that you have brought this to our attention. We are working with our technical team to have this hotel removed from the promotion- website so we can avoid this from happening again; especially as I recognize that this was a disappointing experience for you.

As you had shared an interest of staying with this hotel, may we kindly ask if you are still examining this possibility? If yes, please feel free to share your preferred dates with me and I would be happy to review the availability and rates together with you. Should your stay be confirmed, it would be our pleasure to personally reach out to the management to ensure that you have a stay which truly reflects the typically consistent high level of service we offer.

Mrs. Mitchell, as new member of our distinctive Starwood Preferred Guest loyalty program, I’m disheartened that this has been your first interaction with us but do hope you may allow us the opportunity to regain your confidence and that we may still have the opportunity to welcome you to our worldwide locations. I remain at your disposal and look forward to hearing further from you.

Refreshing 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 *******, and find that this resolution is satisfactory to me.

Sincerely,

Chy Mitchell

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On December 29, 2013 we departed from the ***** hotel New York Brooklyn and after the 15 minutes since we checked out from the rooms with our luggage I found out that in a refrigerator was have forgotten a gift - an expensive uncorked bottle of wine. My daughter run to the room, but the refrigerator was empty. We were expected that the forgotten bottle will be place to the lost and found room. But the front desk person told her that the bottle of wine has been thrown out to the garbage We were very much upset to lost our expensive Christmas gift.

Desired Settlement: Id like to have reimburse the bottle of wine in amount of $125 and send me a check to my home address.

Business Response:

Dear Mr. Immenov,

Thank you for taking the time to provide feedback regarding your recent stay at the ***** New York Brooklyn through the Better Business Bureau. We appreciate the opportunity to review and address the concerns you have shared.

I am sorry to learn that this experience has impacted what should have otherwise been a refreshing stay with us. Please be assured that I have connected with the hotel management to discuss, as I can understand why you would be upset with the circumstances regarding the bottle of wine which was left. In follow up, it was documented by the housekeeping team that a half consumed bottle of wine was disposed of from the refrigerator as per policy, since perishable goods cannot be kept within the lost and found. It is regrettable that this impeded you attempt to recover the bottle after departure.

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. Respectfully, the hotel will decline to extend a gesture of goodwill to replace the bottle, as they are not responsible for items left behind in guest rooms, and have followed their policies accordingly with respect to the circumstances. Once again, we do apologize for any negative impression this has left, and hope that you will return for a much more positive experience with us in the future.

We thank you for your patience and understanding, and for the opportunity to review this experience as part of our ongoing dedication to providing a high level of service to all of our guests. Should you have any further questions or concerns, please do feel free to connect.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********79 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called the 3 times about my account which remains inactive. They said it should be active but all my points were removed since records were not kept on me since 2009.

Desired Settlement: Reinstate all points plus 50,000 points or a free night since they lied 3 times that my account was active when it wasn't and they have not kept proper record of my stays.

Business Response:

To whom it may concern, please see below email sent to guest;

From: WP, Consumer Affairs
Sent: 10 January 2014 17:13
To: Richard Floran 
Subject: Your recent inquiry relating to your Starwood Preferred Guest account

Dear Mr. Floran,

Thank you for taking the time to connect with the Better Business Bureau regarding your Starwood Preferred Guest account. As a part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared.

First of all, we are delighted to see that you are returning to the Starwood Preferred Guest loyalty program after not being an active member for nearly 7 years. I take this opportunity to welcome you again, and we look forward to you staying with us in the future!

It was regretful to learn of your concerns pertaining to your forfeited Starpoints. Our Starwood Preferred Guests program’s terms and conditions states that if a member does not have a stay with us, or alternatively does not redeem or earn Starpoints with us within a 12 month period, the account will become inactive and the Starpoints will expire. It is regretful that you were unaware of this and that my colleagues did not share this when you connected with them, but we hope that this information may prevent this from transpiring to you again.

Having reviewed your correspondence and learning of your eagerness to start travelling with us again, we would be happy to return your forfeited Starpoints (15,845) to your account which you will be able to access within 5 to 7 business days. If you also have 3 eligible stays with one of our Starwood Preferred Guest participating hotels and resorts before the 28th of February, 2014, we would be happy to add an additional 4155 Starpoints, making it 20,000 in total. Should this transpire, please do not hesitate to reach out us via email or telephone and we will be happy to reinstate these for you.

Mr. Floran, thank you once again for taking the time to share your feedback with us. We hope you will enjoy these Starpoints to plan your next escape with one of our distinctive locations and that we may have pleasure of your continued patronage for many years to come.

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 ******** and find that this resolution is satisfactory to me.

Sincerely,

Richard Foran

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: From: ******************.net (mailto:******************.net) Sent: Sunday, January 05, 2014 10:33 AM To: Better Business Bureau Info; info@centralflorida.bbb.org Cc: ************************.com Subject: Business Complaint Please find included and attached information related to a business complaint. For the past few weeks, we've repeatedly tried to submit this information through the BBB on-line complaint processing system. However, it has either been not functioning and/or crashes when we attempt final submission. The business is... BBB of Central Florida, Inc. 1600 S. Grant St. Longwood, FL 32750 ###-###-#### Our complaint is as follows... We stayed at the Hilton Grand Vacations lodge in Park City, Utah, in conjunction with a sales promotion. As part of the promotion, we were promised, and received, a certificate for a one-night stay, up to $200 in value, at a Hilton hotel. Subsequent to attending the promotion, we made a reservation, via the Hilton reservations website, at a Hilton hotel in Missouri, and paid $191.98 for a one-night stay at the Hilton Garden Inn - Springfield. Following the directions on the certificate, we mailed it and a copy of our receipt for reimbursement processing. In response, we received a postcard rejecting reimbursement. The postcard contained little in the way of explanation, noting simply that "This offer is valid for one night stay at the Hilton Hotel only." We are unclear as to the basis of the rejection of our claim. However, the wording of the postcard and internet research of timeshare scams suggests that it is based in chicanery associated with the use of the word "Hotel" vs. "hotel". We were very specifically and repeatedly told, at the promotion and in our scheduling of our attendance at it, that we would simply receive a one-night stay at any Hilton hotel. Our desired resolution is... We would like to received the promised reimbursement for our documented one-night stay at a Hilton hotel. Documentation is attached. Thank you for your attention to this matter. Sheila Stanley **** *** *** ******* CO 80220 ###-###-####

Desired Settlement: Unspecified

Business Response:

To whom it may concern:

It is regrettable to learn of difficulties with any promotion at Hilton Hotels. Hilton Hotels are not part of or affiliated with Starwood Hotels and Resorts Worldwide in any way, and as such, we are regrettably unable to review or address this matter.

Thank you for your patience and understanding, and hope that you stay with us for a more positive experience in the near future.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I BOOK A RESERVATION THROUGH BOOKING.COM AND DECIDED TO CANCEL THE RESERVATION BECAUSE OF PERSONAL REASONS WITH MY WIFE FOR THE 4TH OF JAN.I BOOKED ON THE 27TH OF DECEMBER AND CANCEL ON THE 31ST. IT STATED IN THERE POLICY THAT AS LONG AS I CANCEL ON 3RD AT NOON I WOULD BE REFUNDED MY WHOLE AMOUNT. I HAVE BEEN CALLING ALL MORNING AND SPOKE TO THREE DIFFERENT CLERKS AND THEY ALL SAID THAT THE MANAGER WAS OUT OF THE OFFICE. I FINALLY LEFT A MESSAGE ON HIS LINE AND HIS NAME IS STEVEN KELLY AND HE CALLED ME BACK AND LEFT A MESSAGE SAYING THEY CAN'T REFUND MY MONEY REALLY. I FEEL VIOLATED AND TAKEN ADVANTAGE I CAN HERE THE STAFF ON THE PHONE IN THE BACKROUND MAKING A MOCKERY AND FUN OF ME SAYING IM NOT GETTING NO REFUND THEY WHERE VERY UNPROFESSIONAL I JUST WANT MY MONEY REFUNDED BACK ON MY CARD.

Desired Settlement: I WANT A CALL BACK SAYING MY MONEY WAS REFUNDED BACK ON MY CARD AND APOLOGY.

Business Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs
Sent: Tuesday, January 07, 2014 11:44 AM
To: '*******************otmail.com'
Cc: 'l***************************************com'; '************************com'; *************************.com'
Subject: Your connection with the Better Business Bureau

Greetings Mr. Brooks:

Thank you for contacting the Better Business Bureau.  It is a pleasure to assist you with this cancellation issue at the Four Points by Sheraton San Diego Downtown.

Please accept our apologies for the lack of resolution at this time.

Copied on this email is various members of the hotel's leadership team.  From my review of your confirmation, you are absolutely correct that the stated cancellation time was 4:00 PM hotel time on Friday, Jan 03, 2014.  According to our records, you cancelled on the 31st of December, 2013 at 13:55 PST.  By copy of this email to the hotel’s leadership, I am asking them to reach out to you and confirm the refund. 

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 www.spg.com and explore the vast opportunities which wait for you.

If you have any questions, please do not hesitate to reach out to me.

With Kind Regards,

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Jeremy Davie

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********20 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a non refundable rate for a two night stay and upon arrival I was billed an extra amount.They raised the rate after I had booked the room to full price costing an extra $100 dollars over a two night stay almost 1/3 of the cost.They are cheats and blame it on system issues.

Desired Settlement: Refund of over payment was requested but not given after several hours on the phone.

Business Response:

To whom it may concern, please see below email sent to the guest. Please note that the folio has not been attached in this as it contains personal information regarding the guest.

 

From: WP, Consumer Affairs
Sent: 08 January 2014 15:07
To: Travis Whitley

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

Greetings Mr. Whitley,

I hope that you are well and that your day is off to a wonderful start. Thank you for taking the time to connect with the Better Business Bureau regarding your stay with the Four Points by Sheraton ********* Downtown. I welcome the opportunity to connect with you and review your concerns further.

It was regretful to learn that you may have been overcharged during your stay and appreciate the chance to examine this further. We have connected with the management of the hotel who have shared that their records indicate differently, however they are honestly willing to examine this further if you are able to share a credit card statement or similar which reflects differently. Below are the charges which have been taken;

-          Prior to your arrival, the hotel charged your credit card with USD154 plus taxes; a total of USD170.94. This charge was for one night only.

-          Upon your Check-out, the hotel recognized that the second night of your stay had not yet been paid for. They therefore charged your credit card with USD92.4 plus taxes; a total of USD102.57.

I have also attached a copy of the folio from the hotel, which reflects these charges that were made. Nonetheless, as shared above, should you be able to share a credit card statement or similar that reflects differently, please do not hesitate to share this with us so we may examine this further.

Mr. Whitley, thank you again for taking the time to connect with us via the Better Business Bureau. As an esteemed Starwood Preferred Guest, I appreciate the opportunity to assist you and look forward to hearing from you.

With warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The hotel purposely advertises and sells rooms that have already been sold. Deceptive business practices. I booked a room at this hotel for 1 night 12/27. Specifically the room was booked as a standard room with 2 Queen sized beds. When I checked in, I was not advised that there were any problems with the reservation. We checked in and went to dinner. It was not until 2 hours or so later that we went into the room and discovered that rather than receiving a room with 2 Queen beds, we had instead been given a handicap accessible room that had 2 very small double beds. Since we once again were on the way out, I stopped at the front desk on the way out to make a complaint. I was advised that the hotel was sold out for the night and that there were no rooms with the queen beds available. Since there were really no options available, we decided to make the best of it. Unfortunately, four people sleeping in 2 dinky little beds made for a night with very little sleep. On top of the bed situation, the room was poorly insulated and we could hear even the quietest of conversations taking place in the room next door. After getting about 2 hours worth of sleep, we got up and checked out of the hotel. At checkout, I inquired as to the availability of a manager. The lady at the desk said that there was a manager there, but she could handle any problem. I voiced my complaint with her and she confirmed the fact that the reservation was indeed for a room with 2 queen beds and that the hotel had oversold that room type and thus we had been given the alternate room. I asked why the hotel would sell more rooms with 2 queen beds than they have and was told that they continued to sell rooms until the hotel reached capacity. Apparently, the hotel routinely sells rooms with bed configurations that are not even available. It seems that they knowingly book these rooms knowing that a certain number of guests every night will not get the room they contracted for. Their plan seems to be just to "slip by" the alternate room and if the guest complains they offer them some form of meager compensation to appease them. The hotel's website makes no indication in it's terms and conditions that bed types are not guaranteed and may be interchanged. In my opinion the hotel is running an old fashioned bait and switch scam. They advertise and sell a room with 2 Queen beds, knowing they don't have enough of these rooms to accommodate everybody, and when a number of these guests arrive, they switch them to an inferior room. I in no way consider a room with 2 double beds to be comparable to a room with 2 queen beds. My sons are not little any more. They are 15 and 13 years old and I specifically stay away from booking any hotel offering double beds when we travel together as a family. I essentially paid this hotel $257 for a room with 2 queen beds with which we could get a good night's sleep. What I received was a miserable night, no sleep, and a crink in my neck.

Desired Settlement: I would like for this hotel to stop it's deceptive business practices. Don't sell room types in excess of what you have available with the intent of offering meager compensation but attaining maximum occupancy. If you sell somebody a room for the night with 2 queen sized beds, make sure you have that room available when they arrive. At this point I am asking for a full refund of what I paid. I did not receive the room that I contracted for. I've asked for the general manager to contact me, but t

Business Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs
Sent: Tuesday, January 07, 2014 11:15 AM
To: 'jpe767@yahoo.com'
Subject: Your connection with the Better Business Bureau

Greetings Mr. Edoff:

Thank you for contacting the Better Business Bureau regarding your experience with The Westin Memphis Beale Street.  Please accept our apologies for your ongoing dissatisfaction with this matter.

I have taken this opportunity to review the email you sent, your reservation, and the details contained within file: 2*********55.  According to our system, your booking was originally for a traditional room with two queen beds, and you were relocated into an accessible room with 2 queen beds.  I’ve reviewed the hotel’s listed room types, and they do not list a single room as having double beds.  I will follow up internally to ensure they have properly classified their rooms according to the bedding available.

You have been provided with a gesture of 2,000 Starpoints, as an apology and appreciation of your loyalty.  While I do not believe a 100% refund is the right resolution to this concern, I will double the amount of Starpoints you have been provided.  Please allow up to 7 business days for the additional Starpoints to post.  When they arrive, you should have 4,398 Starpoints, which is almost 50% of the required amount for one complimentary night with this hotel, or another category 4 hotel around the world.  Please visit www.spg.com in order to explore the vast opportunities available within the SPG program. 

We thank you for this opportunity to renew your faith in Westin Hotels & Resorts.  We look forward to welcoming you again in the near future.

With Kind Regards,

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Jeremy Davie

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********55 

Business Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs
Sent: Wednesday, January 08, 2014 4:18 PM
To: 'jpe767@yahoo.com'
Subject: RE: Your connection with the Better Business Bureau

Greetings Mr. Edoff:

Thank you for providing additional information through the Better Business Bureau.  I appreciate this opportunity to respond.

We strongly believe it is important, and vital to the guest experience to ensure the room accommodations are accurate, and as described.  This is why I’ve mentioned I am following up internally to ensure this hotel is advertising their product exactly as it is, and not creating a negative impression like the one you have now.  It appears you feel I am not following up with the appropriate people, though I promise you I am moving as you have suggested. 

Strategically overselling rooms is a standard practice in the hotel industry, which does at times create a need for guests to receive a different arrangement than desired.  Starwood Hotels and Resorts Worldwide, Inc. does not have a global policy that governs this scenario, as each hotel is an independent business operating under the brand of Westin, Sheraton, etc.  I do not refute your statements, and I acknowledge that finding beds to be smaller than anticipated created an uncomfortable experience for you and your family.  I cannot agree that your entire experience was without value.  However, in the interest of customer service, I would be willing to offer you a cheque equal to 50% of your spend while in this hotel.  If this is acceptable, then please confirm your mailing address is:

6445 E Forked River Cove

Bartlett, TN 38135-6177

I look forward to hearing back from you.  Please feel free to communicate with me directly, or through the Better Business Bureau.

With Kind Regards,

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Jeremy Davie

Consumer Affairs, Executive Division

t 203-964-6495  F 203-964-5111


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 201312302855 

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,

John Edoff

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I recently stayed at the aloft hotel in rosemont, IL by ohare airport for my 30th birthday. We picked it because of the location but also because from the outside it seemed like a nice hotel. This was out first time staying at one of the aloft hotels. It was VERY dirty everywhere in the hotel. The hallways were not vacummed, the cushions on the benches were messed up, there was a half eaten burger laying in the middle of the hall, there were footprints stains on the rug, big dark stains on the carpet in the bedroom, our toilet wouldn't flush unless you held down the handle, but the worst was the puke that was left in elevator. I expected a lot more from this hotel. The staff was all very friendly and nice but I would not go back solely because of the filth that was all over this hotel.

Desired Settlement: Id like either a full refund of my stay or a free night stay at one of the aloft hotels, I don think that's to much to ask.

Business Response:

Dear Ms. Kooima,

My name is Zachary Austin, and I work with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide. Thank you for taking the time to share your concerns with the Better Business Bureau regarding your experience at the Aloft Chicago O’Hare.

I am sorry to read the comments you have shared. The multiple cleanliness issues you have described throughout the hotel do not meet with our brand standards, and I can understand why this would impact your impression of this hotel and the Aloft brand overall, as this is not the refreshing experience we strive to provide. Please be assured that your comments have been shared with the hotel management, with the expectation this will be addressed; you will be contacted directly by their team, and I am certain they will appreciate the opportunity to review and restore your faith in the Aloft brand.

Thank you for your patience and understanding; as a Starwood Preferred Guest, we do appreciate your loyalty and your patronage, and we look forward to resolving this and welcoming you for a more positive experience in the future.

Best Regards,

Zachary Austin

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********90 

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BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Credit card information stolen right after booking a stay on their website. Within hours of submitting my information online at the Starwood Hotels website for the W hotel in Barcelona my credit card was being used for very large purchases in the same state as their global sales office is located. I attempted to contact both the local hotel and their corporate office and neither group addressed my concern over my information being stolen. I made no other online purchases in the two week prior to this transaction and had not used the card recently in person as well.

Desired Settlement: I would like them to look into their website security as well as what information their employees have access to. I have been a long time customer of Starwood Hotels and to not even address my concern in an email is not only rude but terrible business practice.

Business Response:

To whom it may concern, please note that the hotel and we have been in contact with the guest through the following correspondence;

 

From: WP, Consumer Affairs
Sent: 18 December 2013 15:28
To: Michael Metzger
Cc: Ontiveros, Montse
Subject: Your experience with the W Barcelona

Dear Mr. Metzger,

Thank you for taking the time to connect with the Better Business Bureau regarding your concerns with the W Barcelona. We appreciate the opportunity to review your feedback and connect with you personally.

Starwood is committed to respecting your privacy and adhering to the principles of applicable data protection and privacy laws throughout the world; we take any concerns along these lines very seriously. It was regretful to learn of your experience and we are sincerely sorry that our associates in our Customer Contact Centre did not address these appropriately.  Please be assured that Starwood Hotels & Resorts Worldwide strives to maintain the highest quality of customer service in their communication to you. 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.

Your concerns have been shared with the W Barcelona for further examination; it’s my understanding that you have already been in contact with their reservations manager, Montse Ontiveros copied in this email, who has offered to provide further assistance in this together with their Director of IT. Starwood and our hotels websites operate with a strict security policy to protect the information our guests share and the hotel has not been made aware of concerns similar to yours from other guests. Nonetheless, they are more than happy to cooperate with you and your credit card company as needed to examine this further. When communicating with Montse it would be much appreciated if you could keep us copied on your correspondence so we can continue to stay aware.

Mr. Metzger, as an esteemed Starwood Preferred Guest we appreciate that this has been brought to our attention and allowed us together with the W Barcelona to examine your concerns further. We hope that this experience has not deterred you from choosing our distinctive locations but that we may welcome you once again for a future escape with us.

With warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

 

 

From: Ontiveros, Montse
Sent: 18 December 2013 10:19
To: Michael Metzger
Subject: RE: W Barcelona ********* 07 Dec

Dear Mr.Metzger,

Hope you are well today.

I am contacting you today as a follow up on our last communication on November 21st; I have been made aware that your concerns have been forwarded to the Better Business Bureau. As previously mentioned in my correspondence, I would be delighted to assist you by examining this further if you wish.

We are fully PCI compliant and we have never been informed of a similar issue or complaint; nonetheless I would be happy to examine this if you could share the outcome from the investigation with your credit card company. Should you prefer to share this confidential information with our director of IT I will be more than happy to share his email address or telephone number with you.

Mr. Metzger; I recognize that your stay with us has been cancelled but do hope that your concerns has not deterred you from escaping our wowing destination in the future. I look forward to hearing further from you.

Thanks

Montse

MONTSE ONTIVEROS
RESERVATIONS MANAGER / W BARCELONA

 

From: Ontiveros, Montse
Sent: jueves, 21 de noviembre de 2013 15:30
To: 'Michael Metzger'
Subject: RE: W Barcelona ********* 07 Dec

Dear Mr Metzger,

Thank you very much for your fast follow up and specially for your comments. I apologise as I was unaware of your concerns. I can assure you that in starwood we are fully PCI compliant and our sites are secure, having said that, I would appreciate if you shared this any outcome of your related investigation it is important information for us for obvious reasons.

Please count on me should you need anything else

Thanks

Montse

MONTSE ONTIVEROS
RESERVATIONS MANAGER / W BARCELONA

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Starwood Platinum Concierge about getting a hotel reservation changed on November 8, 2013. After placing 5 phone calls, waiting for 15 minutes each, and then being informed that Starwood Platinum Concierge could not reach anyone at the hotel to help me, I finally gave up and went to email. After several emails to coordinate a day and time that would work for everyone, I spoke with ***** ******* about the situation. She assured me that she would get the one night at the Sheraton Hacienda Del Mar cancelled, and that same night added to my reservation at the Westin Los Cabos, and that all she needed was the password to my account. Now, almost four weeks later, I find out that my reservation at the Sheraton Hacienda Del Mar has NOT been cancelled, and now I have been DOUBLE CHARGED by Starwood for my stay at the Westin. I just called Starwood Platinum again, and was informed that they could not help me because they called the Sheraton in Los Cabos and was told they could not find the right manager to cancel the reservation. When I asked for a supervisor, I was put on hold, and then eventually someone picked up who said that she worked at a Sheraton, but it was not the Sheraton in Los Cabos, and she had no idea why I was calling, or how I got transferred to her.

Desired Settlement: I am due to have 60,000 points awarded back to me immediately. I am also now concerned about the service we will receive at the Westin Los Cabos if we do proceed with this vacation. If I decide to cancel this vacation due to this consistently poor service, I expect that I will not be charged any cancellation fees, and that the additional 50,000 points will be awarded back to me without delay.

Business Response:

To whom it may concern, please note that we have tried to connect with the guest via the phone number provided and have left a voicemail. We have also sent the following email;

 

From: WP, Consumer Affairs
Sent: 03 December 2013 18:22
To: Yuanxia Ding
Subject: Your complaint forwarded to the Better Business Bureau

Greetings Ms. Ding,

I hope that you are well and that you are having a wonderful day. Thank you for taking the time to personally connect with the Better Business Bureau regarding your upcoming stay with The Westin Resort & Spa, Los Cabos. I was sorry to learn that my colleagues in the SPG Platinum Concierge desks handling of your inquiries did not meet your expectations; we do appreciate that you have shared this with us as it is only through feedback from our valued customers that we may learn and improve our services. We will be following up on this with the associates mentioned as deemed appropriate to ensure that a similar experience does not transpire again.

By reviewing your reservations for the hotels you have mentioned; I was able to locate one active reservation for The Westin Resort & Spa, Los Cabos between the 29th of December and the 4th of January for 50,000 Starpoints in total. You also had a reservation for the Sheraton Hacienda del Mar Golf & Spa Resort, Los Cabos between the 29th and the 30th of December for 10,000 Starpoints in total but this reservation has been cancelled and the Starpoints have been returned. May we kindly verify if this is correct or if you would like our assistance with possible modifications or cancelations? Please do let us know as we would welcome the opportunity to assist you and hopefully win back your faith in our services.

Ms. Ding, we look forward to hearing from you.

Renewing regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Booked $200+ per night stay at spg.com and not being told ineligible for reward points. After stay being denied to received credit for the stay. Booked stay at Sheraton Key West for 11/28-11/29 for $159 + tax rate. At the checkin being asked upon selecting elite reward gift, I chosen the reward points, nothing mentioned about the rate is ineligible for the reward. After checkout, I have found out there is no reward point being awarded. CAlling around the customer services, only being told after, rate is not eligible for the reward. My issues with the sale practice is following: 1. I have choice to book that hotel and room with my reward point at the time. I booked through the rate only because I want to earn the reward for the promotion they are running. If I were made aware of ineligible rate, I would not spend 200+ at the night. It is mis-representation of the rate and limitation. Also apparently the employee at checkin did not know this. They did not warn me at the check in and instead asked me to choose the reward gift. 2. Whole spg reward program counting free reward night to stay credit and give reward gift for elite member like myself, I can not even think about the reason I paid 200+ per night but not eligible for stay credit.

Desired Settlement: I would accept, refund my rate and using my reward point for the stay instead. that defends my right as consumer to make conscious decision after knowing all the facts. or credit my stay with the rate I am on along with all bonus point as that is my original intention.

Business Response:

This guest was contacted and a discussion was had based on their reservation and overall check in experience. The guest now understands the terms and conditions of the Starwood Preferred Guest program.

As a gesture of goodwill we have arranged with the hotel to make a onetime exception and have the stay posted.

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,

Qingqing Li

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 5 months ago, my husband booked this hotel for the night before we boarded for our cruise. We flew all the way across the US to stay at a 4 star hotel. As our flight got in, we took a taxi from the airport to this hotel. As we arrived around 11pm (knowing our reservation would only be valid if we checked in before midnight) we were told that they did not have our reservation. My husband provided the employee with the reservation #. The employee stated she does not know what happened to our reservation but they could not accommodate us because they were full. Keep in mind we already paid for the room in advance. The employee was very rude and unapologetic. As she stood behind the computer, we asked her why and she said she did not know and continued to stare at us as if she was waiting for us to leave. We asked to speak to a manager. The manager was also very rude and gave us the same lines. We asked what we should do and they said they didn't know. I had to ask to be put up in another hotel. They said they could put us up in their "sister" hotel ****** *********** I asked where the hotel was located and they stated it was another 15 minutes away. I told her that we took a taxi from the airport to here. I asked her how are we going to get to the hotel that is another 15 away from our destination that we need to get to in the morning? As she stared at me with a blank face, I asked that the hotel pay for our taxi. As the employee called the taxi service, she said the line was busy and here is the number to call. How is this 4 star service? I had to call from my cell phone. I asked the employee for a refund for the room. She said that they could not give us a refund because we booked through Expedia. My husband was on the phone with a sales representative from ******a who also stated that they could not give us a refund. After getting know where, we got into a taxi that was already at the hotel. As we arrived at the Hilton, we realized that we paid for a 4 star hotel, but stayed in a 2 star. Product_Or_Service: hotel room Account_Number: **************

Desired Settlement: DesiredSettlementID: Refund We request a refund. We should have never been treated the way we were. All ****** employees (especially managers) need a training course in customer service.

Business Response:

From: WP, Consumer Affairs
Sent: 27 November 2013 18:42
To: Megan Behounek

Subject: Your concerns brought forward to the Better Business Bureau

Dear Ms. Behounek,

Thank you for taking the time to personally connect with the Better Business Bureau in relation to your experience with one of our ****** hotels. It was regretful to learn that the hotel was unable to find your reservation confirmed through ******* upon arrival and as result you had to stay with another location. It’s understandable the frustration this has caused and that it did not provide you with the rejuvenating start to you and your husband’s vacation.

By reviewing your comments shared, we were unfortunately unable to determine which of our ****** hotels your feedback was referring to and the dates you had confirmed. It would be great if you could share this with us at your earliest convenience, so we may follow up with the hotel. Our office will be closed from today until Monday the 2nd of December in recognition of Thanksgiving; correspondence received during this time may receive a delayed response.

Ms. Behounek, we look forward to hearing further from you.

Renewing regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service
11/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 31, 2013 at approximately 3:59am My girlfriend and I checked in at the * Hotel. The front desk manager checked us in room number 338 under reservation number ********* and assured us 100% that this room had a balcony and the reason why we double checked with him about the balcony is because my girlfriend is claustrophobic and she cannot be in an enclosed area for a long period of time without being able to step outside for a few minutes. To our surprise when we went up to the room there was no balcony, we immediately called the front desk and informed of the situation and they said they were going to change our room but they never did. After calling the front desk several times we finally asked for our money back and the front desk again said just to give them more time for them to find us a room with a balcony. *ell they never did, after a few hours my girlfriend ended up getting very sick and we left the hotel very angry. On Monday September 2, 2013 I called the * Hotel's corporate offices and I spoke with ******* and Finally with ********* *****l and explain to them how the * Hotel mislead and lied to my girlfriend about the room without a balcony and they simply said the hotel manager is not going refund your card back for the room stay for the amount of $287.67. This is reason why I am filing this complaint to the better business bureau, Because the * Hotel failed to provided for the services they committed themselves to causing my girlfriend to get sick and end up at her doctor's office due to their lies and negligence. They neglected to help a person with a medical condition by not switching our room. Product_Or_Service: Hotel Room Order_Number: *********

Desired Settlement: DesiredSettlementID: Refund I will like for the * Hotel to effective immediately refund my credit card for the amount of $287.67 based on the fact that they never provided the services they promised and for misleading and lying to my girlfriend and I and causing my girlfriend to get sick.The room reservation number again is ********* and the room charge was billed to my debit card under Milton Ulloa.If you have any questions please feel free to contact me at ###-###-####Thank you in advance for your help.

Business Response:

Dear Mr Ulloa,

Greetings, I hope that you are well and that you are having an inspiring day.

*e are contacting you today in relation to your inquiry relating to your recent escape with the * Scottsdale, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared.

It’s with regret that we learn that the room you had reserved, Spectacular room, did not meet your expectation as it did not have a balcony. In the event that this was not clearly explained for you at the time your reservation was made, please accept our sincere apologies for any inconvenience this may have caused to you and your girlfriend.

Upon being made aware of your concerns; we reached out to the hotel to examine this further. They advised that they had been in contact with you during and after your stay in relation to other concerns you had; however they were surprised to learn of these concerns as they had not previously been shared. As you personally requested a late check-out until 16.30 on the 1st of September, instead of checking out at the standard check-out time of 12.00 noon, they were under the impression that you were indeed enjoying your escape. Nonetheless; they were sorry to learn that this was not the wow escape they would have hoped for you to have.

Mr Ulloa, whilst sympathetic to your situation as well as appreciating the time that you have taken to share your concerns; as these were not raised before and during your stay, as a result not allowing the property to do due diligence to this, we cannot accept responsibility and as a result not accept your request for a full refund. However, should your future plans bring you to one of our many hotels and resorts; I encourage you to reach out to me before. *e 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.

*e truly appreciate that you have taken the time to share your comments and allowing us to review your feedback personally. *e recognize that your opinion of ours and the hotels services may have been affected by the handling of your concerns and do hope that in time, you may reconsider your position and choose to stay with one of our hotels and resorts in the future.

 

*ith warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

T ###-###-####

Starwood Preferred Guest Executive office

t ###-###-####

FAX ###-###-####

Ref 2*********65

starwood hotels & resorts

One StarPoint

Stamford, CT 06902

Business Response: To whom it may concern;

Thank you for taking the time to address our response to your complaint with the Better Business Bureau. I welcome the opportunity to review this further with you and address your concerns again.

By reading your message on the Better Business Bureau, we recognize that it’s your understanding that the concerns regarding your girlfriends claustrophobia was shared with the hotel. Upon speaking to the hotel; they have advised that they still do not have this information but do sincerely apologize if this concern was shared with a member of staff without being acted upon.

Nonetheless, taking into consideration that you and your girlfriend personally requested to stay in your room more than 4 hours past the standard check-out time, it would still indicate to us that despite concerns you may have had, you were still enjoying your escape with the hotel and were eager to extend it. Therefore, having examined all the information previously with you, the answer does remain the same. As a result; we will respectfully decline your request for are refund.

It would be disheartening should you decide to not continue your relationship with us; we truly hope that this will not be the case. In time, we do hope that you may reconsider your position and allow us to show you the high level of service our many hotels and resorts can offer.

*ith kind regards,

Consumer Response:

 
********** *******

I am rejecting this response because:

At no moment in time did we request to stay in the room for an additional 4 hours past the standard check out time and I immediately clarified this issue with one of your managers by the name of ***** who rectified another mistake your hotel staff made of charging my girlfriend's card an additional $225.00 assuming/speculating that we wanted a late check out, If this was in fact true I would have never called ***** to have her correct the issue immediately. As we can you see this clearly a pattern of mistakes being made by your staff at the * hotel. Again your staff in putting words in my mouth, "*e were not eager to stay and we were not enjoying the time at your hotel. *hich part is it that you don't understand, "*e had no choice but to stay because they already had charged our credit card and they kept on promising us that they were going to get a room with a balcony". *e trusted your staff's promise of them being able to find a room with a balcony for us and due to us being so naïve in believing them now this is the price that we're paying.

I requesting again for your hotel to refund me the amount of $287.67 back to my credit card for a room your hotel promised to give us and they never did.   

Sincerely,

Milton Ulloa

Business Response:

To whom it may concern, please see below response;

 

 

Dear Mr Ulloa,

Thank you for connecting with us again through the Better Business Bureau in relation to your escape with * Scottsdale; I hope that you are well and that you are having a wonderful day.

*hilst remaining sympathetic to your concerns; the hotels records indicate that you stayed in your room until 16:00 on the day and also enjoyed several items in your minibar during this time. As a result; having examined all of the information with you, our answer does remain the same and we will respectfully decline to offer a refund.

Your present feelings are appreciated; however, I do hope that you will not judge us solely on the basis of this particular experience and that we may welcome you to one of our distinctive locations worldwide again.

*ith warmest regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

Consumer Response:  
Complaint: 9******

I am rejecting this response because: I have told this story several times I just can't believe how distorted and misleading the * Hotel's explanations. This is not about somebody taking a drink from the room's mini bar it is about your hotel staff doing a bate a switch on customers to lure them to check in your hotel. Again I was promised a room with a balcony and it was never given to us how difficult is this to understand. I refuse to pay for something your staff lied to me about and now your company does not want to accept responsibility for their lies. Your hotel staff kept on promising us for the most part of the night that they were going to switch our room to one with a balcony and it never happened and now because during the wait we to a couple of drinks from your bar this makes it seem like we were completely satisfied with the room they gave us, "ABSOLUTELY NOT". I *ANT YOUR COMPANY TO GIVE ME A FULL REFUND BACK TO MY CREDIT CARD OR THIS DISPUTE IS NEVER GOING TO END" Do you think because I am Black and half Hispanic you can come and try and take advantage of me, this Is not going to happen. I will make sure this goes to every media channel in the US is I don't get a refund back to my card.   

Sincerely,

Milton Ulloa

Business Response:

To whom it may concern, please see below response sent to guest;

 

From: *P, Consumer Affairs
Sent: 11 November 2013 16:34
To: mulloa

Subject: RE: Your recent stay with * **********

Dear Mr. Ulloa,

Thank you for reaching out to us again via the Better Business Bureau.

Please be assured that Starwood does not condone or tolerate any discriminatory practices at any of our properties. *e value all guests and believe in fair treatment of all people. *e 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.

Our decision has been made based on the information which has previously been shared; having examined all of the information, once again, we must respectfully reject your request for a refund. *e recognize that you may wish to share your feedback further; we respect your decision; we understand that you have the right to chose.

Mr. Ulloa, it’s disheartening to see that your view on us may have been affected by your escape with us. *e will continue to hope that we may have the opportunity to regain your faith in our services in the future and that we may welcome you back once again to one of our many hotels and resorts.

Kind regards,

Chris

(Ms) Christine Nilsson

Consumer Affairs, Executive DivisioN

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Stayed at ******** **** ********** NJ on 10/28 & 10/29. No receipt of services was provided as their printer was down. An emailed receipt was promised. I came to learn the hotel changed from ******** (Starwood) to Hilton on 10/31. Since then, in an attempt to obtain a printed receipt for business expense purposes, I have spoken with: 3 diff. operators at Customer Care, sent countless emails, provided 2 email addresses, a fax #, as well as a home address for UPS mailing in order to obtain this receipt. In response I have received hold times,emails that the folio has been sent via email (never received at either email address) and additional emails telling me to wait 5 days for a response. It has been 4 weeks! I had been given the name (via Hilton Honors) that a Ms. D******* ******** was handling financial end of the ******** transition. While I have cited her name in my communications, i have never heard from her or anyone from Starwood regarding this easily corrected but ongoing issue..All I am asking for is a receipt for my stay at a one of their properties. The fact that they simply refuse to provide one, or continue to tell me "5 days" for an ongoing 4 weeks is quite disturbing for a "hospitality" company.

Desired Settlement: I require a printed receipt of my stay at one of their properties. I would also like a name and number of a representative from Starwood until they are able to accomplish what seems to be a highly difficult task.

Business Response:

From: Davie, Jeremy On Behalf Of WP, Consumer Affairs
Sent: Tuesday, November 19, 2013 11:34 AM
To: ************.COM'
Subject: Your connection with the Better Business Bureau

Greetings Mr. Philos:

Thank you for connecting with the Better Business Bureau.

Please accept our apologies that this simple request has been this challenging to accomplish.  I see at least two different times you have requested the folio, and both times our associates did not follow the correct internal procedure.  You have our deepest apologies.

I have now connected with the correct team.  I will personally forward you the folio the moment I receive it.  If you have any questions, please do not hesitate to reach out to me.

I will follow up as soon as possible.

With Kind Regards,

<v:path o:connecttype="rect" gradientshapeok="t" o:extrusionok="f"><v:imagedata o:href="cid:image001.gif@01CEE51B.1E9F09E0" src="file:///C:\DOCUME~1\JEREDAV\LOCALS~1\Temp\msohtmlclip1\01\clip_image001.gif">

Jeremy Davie

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: 2*********56 

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,

Robert Philos

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/13/2013 Advertising/Sales Issues | Complaint Details Unavailable
11/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello we rented this hotel from July 23 until July 28,2013 because my father in law passed away. The experience in this hotel was the worse. We checked in that was ok. Then the next morning we got up and had breakfast in the premises. We had to serve ourselves to drinks I had to go to the counter and ask for a menu. Then back up to let them know we were ready to order. Then we go out to the gate the ticket did not work to open gate. That was really frustrating because we had a lot of things to do. Then at night time again the gate did not want to open. We went to front counter and let them know of the problem they gave us another ticket. The next day the same thing happen with the breakfast they no motivation to help or serve us. Then we went to the gate again the ticket didn't work the security had to lift the gate. The same thing happen when we came back we reported again. We went up to our room then our room key didn't work so we had to go downstairs and let them know this happen a couple of days in a row. Then they send someone with two keys and clean where you put the key and guess what they did not work. 5 keys and none of them were any good. They didn't offer us a different room. Also we came a few times to the hotel and there was no parking that so frustrating because we were exhausted getting everything squared away. And paying $10.00 a day for parking.Order_Number: *********977

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: RefundWe would like to get a full refund on what we paid for this hotel. The experience was horrible would not recommend this to anyone. Especially on a time of grieve.

Business Response: Dear Valued Guest,

We would be delighted to assist you regarding your concerns filed with the BBB. Please contact us at your earliest convenience with additional details regarding your concerns. Please let us know what hotel you stayed at, and when your stay was so that we may investigate. You may contact us at ****************@starwoodhotels.com, or at ###-###-####.

Thank you,

Consumer Affairs, Executive Division
Starwood Hotels & Resorts Worldwide, Inc.

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

I am rejecting this response because:

Sincerely,

Yahaira Rosa

 
Hello we rented this hotel from July 23 until July 28,2013 because my father in law passed away. The experience in this hotel was the worse. We checked in that was ok. Then the next morning we got up and had breakfast in the premises. We had to serve ourselves to drinks I had to go to the counter and ask for a menu. Then back up to let them know we were ready to order. Then we go out to the gate the ticket did not work to open gate. That was really frustrating because we had a lot of things to do. Then at night time again the gate did not want to open. We went to front counter and let them know of the problem they gave us another ticket. The next day the same thing happen with the breakfast they no motivation to help or serve us. Then we went to the gate again the ticket didn't work the security had to lift the gate. The same thing happen when we came back we reported again. We went up to our room then our room key didn't work so we had to go downstairs and let them know this happen a couple of days in a row. Then they send someone with two keys and clean where you put the key and guess what they did not work. 5 keys and none of them were any good. They didn't offer us a different room. Also we came a few times to the hotel and there was no parking that so frustrating because we were exhausted getting everything squared away. And paying $10.00 a day for parking.Order_Number: ************ 

Consumer Response:

 
Complaint: *******

I am rejecting this response because:



Hello,
 
 

Four ****** ** Sheraton ****** Real

 
500 Alhambra En Granada Boulevard, ******, 00726 Puerto Rico?###-###-####?And we stayed there from  July 23-28. 



Sincerely,

Yahaira Rosa-

Consumer Response:

 
Complaint: *******

I am rejecting this response because:

 

All of our issues were reported to the supervisor. We complain to supervisor in the front desk about the parking, restaurant and also about our keys not working,   I think that we deserve more then $40.00. I think that it should be atleast half of what we paid for the services there that were horrible.

Sincerely,

Yahairarosa Rosa

Business Response:

Dear Ms. Rosa,

Thank you for taking the time to connect with the Consumer Affairs, Executive Division office, via the Better Business Bureau, for Starwood Hotels & Resorts Worldwide, Inc. On behalf of the Consumer Affairs, Executive Division, please accept our apology for your recent experience with **** ****** ** ******** ****** **** ***** * *******

We were sorry to read of the sad reason you were staying with us in ******.  Our best wishes are extended to you and your family. I can appreciate the stress you must have been under and it is our goal to make your stay as uncomplicated as possible.  In reading your feedback, we are truly sorry you feel this was not the case.  The key issues you had, both parking and room were unfortunate.  Your experience in the restaurant is not what we would expect from our full service dining options.  On your behalf, we have reviewed your correspondence, feedback to the Better Business Bureau and your customer service file.  We do note that ****** *******, Guest Service Manager, at **** ****** ** Sheraton ****** Real Hotel & Casino did attempt to connect with you via email to discuss your concerns and also offered a goodwill gesture by way of refunding your parking charges. As the leadership team at the hotel is in the best position to assist and discuss any further goodwill gesture, we, respectfully, invite you to connect with Flavia to discuss your concerns further.

Ms. Rosa, we appreciate you taking the time to share your experience with us. Your comments and patronage are invaluable in helping us identify opportunities for improvement. Input like yours is helping us shape the ideal customer service experience for the future.

Best Regards,

Richard Begley

Consumer Affairs, Executive Division

t ###-###-####  F ###-###-####

Starwood Preferred Guest Executive office

t ###-###-####

FAX ###-###-####


starwood hotels & resorts

One starpoint
Stamford, connecticut 06902

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

I am rejecting this response because:

 
 
I did write back to Flavia but she has not responded back. I am sure that I would never stay there again or make sure that my family doesn't stay there. It was a really sad time for us because we lost a love one. 

Sincerely,

Yahairarosa Rosa

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the current owner of Dance League LLC. We are involved in a contract with the Westin Lombard. We negotiated a rate and date for our company to use their ballrooms and a contract was sent to us to sign by Westin Lombard. Westin reneged 2 week later after we had advertised and started selling tickets to our event. No notice was given. No phone call was made only a very short email the day after labor day. Our attempts to contact anyone at the hotel has gone unanswered. It shocks us the degree of unprofessionalism that has been displayed. Not even the manager of the hotel has contacted us. This event could cost us 100K plus in lost revenue. It is of great importance to us to rectify the situation.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We are very much interested in having our event at the contracted time and place. We have signed our contract and are willing to keep our end up. We would like to see that Westin Lombard keep their contractual obligation.

Business Response: Contact Name and Title: Zachary Austin
Contact Phone: ###-###-####
Contact Email: ****************@starwoodhotels.com
The hotel is aware of the challenges with this contract, and have been working directly with ******** ******** who has been organizing this event on behalf of this group.

To clarify, the Westin Lombard has not reneged on any contract with respect to this event; it has been confirmed that an error was made on the part of *** *******s company, who was to submit a revised and signed contract to the hotel, which never happened. As a result, the hotel did contract with another company for the space, as they had not heard from ******** and did not receive a copy of any signed contract. In turn, ******** did leave on vacation and assumed everything was set for the contract, and the company continued to pursue advertising on the event without having verified this information with the hotel.

Regardless of the above, the hotel has been working with ******** and her company to find alternative arrangements, and will continue to try and do so. However, it is not possible to require that another group cancel or modify their contract when they have provided the necessary and correct information to hold their event.

Thank you for your understanding, and we would suggest that you follow up further with the company responsible for making arrangements with the hotel to better understand the actions they have taken and services they have offered, who can in turn communicate with the Westin to try and find a solution that works.

Consumer Response:  
Complaint: 9718424

I am rejecting this response because:

 

I read the Westin's account of the complaint response and I understand best
practice dictates that to sell a space to another client one must give the
client with a pending contract first right of refusal. That never happened.
No phone call, no email. Nothing but an email after the fact stating your
space was given away. After we advertised and subcontracted for that weekend
causing possible financial damage.

Yes we agreed and signed the contract but due to technical issues it was
never received. A quick phone call would have fixed the miss communication.
Unfortunate for us that never happened. 

Also Westin was aware that our contractor Jen Christ was out of her office
due to a personal matter but she was available by cell and email. She was
never notified that another client was interested in that weekend (even
after the weeks of back and forth emails fine tuning the contract). We had a
good faith understanding that was breached. It's a safe assumption that
Westin never intended to keep its agreement due to the fact another client
was willing to pay a lot more for that weekend. 

If this is the way Westin does business not to offer first rights, than why
is it that the other Westins that we are contracting with all gave us that
courtesy? Because we did have a miss communication issue with Dallas as
well. Why is it that only the Westin Lombard did not? One can conclude it
was due to a profit motive. While we have no problem for others to make a
profit, customer service should be your top priority. It was lacking and it
will be to your benefit to take care of this. 

The dance convention industry may be small but its powerful and it will be
my personal mission to let other convention owners know of our experience
with your company. 
Your questionable ethics will spread like wildfire with small family owned
businesses that will see your competitor as a better way to go. 

My only request is that Westin Lombard own up to its short fall and make
this right. Anything short of that will leave the door open for further
consideration of a possible action. 

A verbal contract is a binding contract as your legal department will
confirm. 


Michael Binikos
CFO - Dance League LLC

cc Lindsey Feldman esq



Consumer Response:  
Complaint: 9718424

We do not accept the response made by Starwood to resolve this complaint because they have not attempted to resolve this. They only point blame at us. That is not customer service. That's just bad business. 

We book hotels for a living. Not one, but many in a year. Starwood dose not want our business and have made it very clear in their actions.

I am also rejecting this response because what they stated is just not true. The more you repeat that "Westin did not renege" doesn't make it true. This is a story of greed, plain and simple. We know that the group that took our slot is paying a great deal more than we were. Furthermore the Westin employee who negotiated our deal was not seasoned, and consequently made a bad deal for Westin. I have seen the emails back and fourth and know this to be true.
 
Also Westin Lombard has done ZERO to help us find another space. To suggest that they did, again is wildly untrue. They have been rude and unapologetic. Even the letter from the hotel manager was an insult. 
 
In conclusion, we will make future plans not to book Westin/ Starwood hotels. As warned it will be my mission to let others know about our experience. There are plenty of other companies in the hospitality space that will behave more professionally.
 

Mystified,

Michael Binikos
CFO Dance League LLC
 
 

Business Response:

The following email was sent today:

 

 

Dear Mr. Binikos,

Thank you for your latest communications with the Better Business Bureau regarding your concerns with the process of contracting with the Westin Lombard Yorktown Center.

Once again, we offer our sincere apologies for the disappointment you have expressed. However, with respect, we cannot agree that the shortcomings with forwarding the contract were the fault of the hotel, and there is an expectation that groups wishing to book do so in a timely fashion. There was an expectation that the contract would be sent, and the hotel did communicate to request the signed contract be sent and provide the opportunity to complete the contract, which did not happen. With many groups approaching the hotel, there is a need to block these spaces in a timely manner and without receiving the requested response, the hotel did take steps to ensure their meeting space was reserved. Additionally, as no request was sent by the agency to confirm the space was contracted prior to sending out communications with the location listed, the hotel does not take responsibility for any of the errors in advertising. This was also done through your third party agency, and once again, I would suggest you speak with them further regarding the steps they took in that regard.

The hotel meeting staff did reach out to other hotels to request availability, and they were advised that inquiries were already in process with the Westin Michigan Avenue that the event was now contracted with them. As alternative accommodations were arranged, they did not feel there was a need to pursue this further, as no further communication had been sent to their team regarding the event indicating a need for assistance with accommodations. I will share with them your feelings towards this, which I am certain will be considered as a learning opportunity to continue in the pursuit of offering personal and renewing experiences to clients. They have also advised me that communications have been sent to Jennifer respectfully declining to cover any additional costs of the conference.

We do not discourage guests from sharing their experiences with others, and it is disappointing to learn that you feel the way you do. The hotel is confident in the manner in which they approached this matter, and regret that you feel otherwise. Once again, it is our sincere hope that in time, you may change your opinion and choose to do business with Westin once more.

Thank you for your patience and understanding.

Best Regards,

Zachary Austin

Consumer Affairs, Executive DivisioN

Starwood Preferred Guest Executive office

CAED -T 203-964-6496

SPG Exec - t 203-964-6494

FAX 203-964-5111


starwood hotels & resorts

One StarPoint

Stamford, CT 06902

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

I am rejecting this response because it's essential not a resolution to my complaint. Blaming the client is not a resolution. But it is the first time i've heard anyone use the word apology. I guess that's progress.

Sincerely,

Michael Binikos

Business Response:

Dear Mr. Binikos,

It is disappointing to learn that you remain dissatisfied with the outcome of this matter. Respectfully, this situation has been evaluated by both the hotel and the Executive office for Starwood, and we do find that this matter has been handled appropriately by the hotel, though the circumstances as to why the contract was not received are truly regrettable.

I am sorry to learn that you feel that you are being blamed for the outcome of this matter, as that certainly is not the case. Just as you were not the one who fell short in faxing the signed contract, the hotel is also not responsible for the shortcomings of the organization you selected to organize this event. The hotel respectfully declines to provide any form of reimbursement or compensation for the additional costs, as once again, the hotel did connect with the group to request a copy of the contract, which was not sent. Additionally, they did take steps to confirm that alternative arrangements were being made once contracting with another group; again, as this was not the fault of the hotel, they do not take responsibility for the shortcomings of the company you contracted with to organize this event.

 

We are more than willing to document your discontent and opinion of the service you have received, but we also respectfully decline to provide you with the resolution you seek; the hotel will not be providing you with the space, as another group has already contrated for this space, and they will not be reimbursing you for any additional costs at alternative locations as a result of the shortcomings with respect to the delivery of the contract.

 

We hope that your event moves forward in a positive light at the Westin, and hope that in time, you will choose to do business with us again.

Best Regards,

Zachary Austin

Consumer Affairs, Executive DivisioN

Starwood Preferred Guest Executive office

CAED -T ###-###-####

FAX ###-###-####


starwood hotels & resorts

One StarPoint

Stamford, CT 06902

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/24/2013 Problems with Product/Service | Complaint Details Unavailable
10/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We stayed at this hotel on *********. During the stay I accidentally left my glasses there. I called the hotel and spoke to the bell desk about sending a Postage label via fax to have them mail my glasses back to me. However instead the hotel used my ******** ******* on file and gave the information to Fed Ex to charge and mail my glasses to me. This is wrong! My credit card info should never have been released to a 3rd party. I have been calling them for the last few months to get this *** reversed. I spoke to someone in charge of accounting named ***** who was VERY VERY rude to me. He basically told me to go complain cause nothing could be done,

Desired Settlement: Would like to be refunded the ****** that I did not authorize to be charged to my ******** *******.

Business Response:

Greetings, I hope that you are well and that you are having an inspiring day.

We are contacting you today in relation to your inquiry relating to your recent experience with one of our hotels, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared.

It’s with regret that we learned of your concerns regarding the alleged incorrect billing which may have occurred. In order to assist you further, may we kindly clarify which hotel this is in relation to? By reviewing your complaint on the Better Business Bureau website we were unable to determine this; therefore if you could kindly clarify so we may investigate this further it would be most appreciated.

Thank you once again for bringing forward your concerns and allowing us the opportunity to review them. We look forward to hearing further from you.

With warmest regards,

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

I have contacted ***** in the consumer affairs dept and provided her with the hotel address, invoice and guest number. Waiting for her to investigate this further. This issue has not been resolved yet!

Business Response:

To whom is may concern;

Good morning ** *******

Thank you for connecting with us again.

We would be more than happy to welcome you to our many hotels and resorts worldwide again; it’s regretful to see that you may not prefer one of our distinctive locations on this occasion nonetheless we respect that you have the right to chose.

Please be aware that the former ******** ****** *** ***** ** ******** **** is no longer a part of Starwood Hotels and Resorts, however as mentioned in our previous correspondence, they have already processed the refund to your credit card ending in **** on the 27th of September, 2013, and attached is a copy of a credit receipt from the hotel. In the event that you are unable to see the refund processed; we would recommend you to connect with your credit card issuer and/or banking institution. Should you still decide to share your comments further we respect this; we recognize that you have the right to chose.

** ******, by reviewing your correspondence we recognize that your opinion of our service may have been affected by this experience but do hope that in time, you may reconsider your position and choose to stay with us again in the future.

With warmest regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Starwood essentially lied to me in order to make the matter go away while also attempting to blame me for their error. I am a Starwood Preferred Gold member and have stayed at Starwood properties a numerated of times through the years. Recently, I contacted Starwood's reservation office and made reservation for the * ***** ** ********* for the nights on September 20th to the 22nd. Several, hours later it came to my attention that the Starwood representative had accidentally made the reservation for the month of October. I immediately contacted Starwood and politely requested that the dates be corrected. The representative then attempted to charge me a rate seven times more then I had originally been booked. After, I insisted that I be given the rate originally promised the representative responded that the hotel had zero availability (a lie), even thought moments earlier she had offered me a room at a significantly higher rate. Thereafter, I was transferred to her supervisor "*****" after explaining the situation and being placed on hold for an hour and a half. ***** stated that he would call the ********* booking office and honor the rate change. Unfortunately, the booking office was closed at that time. Then, ***** opened an investigation (File No.: **** *** *****) and informed me if I wanted the matter resolved I would haft to call Starwood in five days. After, explaining that time was of the essence and that I could not afford to wait five days, ***** transferred me to his supervisor "*******". At that point ******* assured me if I were to call back in eight hours (i.e., when the ********* booking office opened) she would call said office and correct the situation. Moreover, ******* also assured me that the matter was dictated entirely in the notes and that I would not haft to be placed on hold or explain the situation again. As instructed, I contacted Starwood the following morning. After another hour of explaining the situation and jumping through various hoops I was finally transferred to another supervisor. At that point she rudely informed me that ***** had opened the wrong investigation file. Thereafter, she proceeded to accuse me of lying and making up the entire situation, stating "The booking agent has not made this type of error in the past, therefore we are going to side with her". After, pointing out the fact that ***** (as she had stated) erred in opening the wrong investigation type in addition to the original booking agents error illustrated a pattern of incompetence. The supervisor simply stated, "Well I'm not going to do anything about it". Thereafter, I was directed to her supervisors voice mail where I have left a message but have yet to receive a call back. As stated previously, I have been a loyal Starwood guest for a several of years and currently maintain **** member status in their preferred member program. However, following this matter I will NEVER stay with Starwood or one of its affiliates. I am shocked and appalled that they would treat one of their loyal customers with such blatant disrespect and make ZERO effort to correct one of their mistakes. Starwood's customer service representatives essentially lied to me in order to make the matter go away while also attempting to blame me for their error.

Desired Settlement: That Starwood honor what had originally been promised.

Business Response: To whom it may concern- this is a follow up response after a telephone conversation with the consumer;

Dear xxx,

It was a pleasure speaking to you before; we recognize that your time is valuable so I am glad that you had a moment to spare. Please allow me to apologize once again for the inconvenience caused by this experience; your frustration and disappointment regarding the handling of your concern is understandable and I am glad that this has been brought to our attention to we may work together to find a solution.

As mentioned during our conversation; the rate of ****** per night plus VAT which you have currently confirmed for your escape with * *********; is unfortunately not available for your new requested dates (20th to 22nd of September 2013). However, we are happy to offer a rate of ****** plus VAT for one night; the second night would be complimentary. We hope that you will recognize this gesture of good will and abiding interest to regain your faith in the W brand, especially as the call where the alleged mistake took place was not recorded.

I recognize that you have already reserved alternative accommodation at the ******** *******l hotel and need to confirm with this hotel if you can change your reservation. If you could kindly let us know before tomorrow the 12th of September at 11.00 AM CET (local hotel time) it would be much appreciated. As mentioned during our call, the hotel will not be able to extend their offer after this time due to an important congress they are hosting; your kind understanding is much appreciated. At the moment, your current reservation is still active from the 20th of the 22nd of October; we will wait to hear further from you before making any adjustments.

Thank you once again for your patience and understanding. We look forward to hearing from you.

With warmest regards

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

I am rejecting this response because:

This is the same response that was previously given. SPG offered this rate and then the following day took this rate away from me. The time for my trip has already passed and SPG has intentionally be stalling and delaying resolving this matter until, as it is now, to late. This tactic further illustrates that SPG is both in the wrong and continuously engaged in wrongful and deceptive business practices. 

Sincerely,

**** *******

Business Response:

To whom it may concern, please note that we have been in continuous correspondence with the guest. Please see the following emails;

 

From: WP, Consumer Affairs
Sent: 16 September 2013 13:57
To: '**** ** *******'
Subject: RE: Your upcoming stay with * *********

Hello Mr ******i,

I hope that you are well and that you have had a wonderful weekend.

First of all, please allow us to apologize for any misunderstanding in our previous email. Although the call is not recorded, we have had faith in you and therefore extended these gestures of good will. If this is not the impression that our previous email provided you with; we are sincerely sorry.

Your reservation ********* has now been cancelled, your cancelation number is ******** and a cancelation email has been forwarded to you with the full details.

Thank you once again for allowing us to review this together with you. We hope to welcome you to one of our many hotels and resorts again in the near future.

Kind regards,

*****

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

Consumer Affairs, Executive DivisioN

 

From: **** ** *******

Sent: 14 September 2013 02:25
To: WP, Consumer Affairs
Subject: Re: Your upcoming stay with * *********

This is now the second time that you or one of your associates has attempted to accuse me of fabricating this situation. If you honestly believe that I or anyone else would fabricate such a story in an attempt to save a few dollars is simply ridiculous and insulting. It is not may fault that the original conversation was not recorded. Moreover, to assume that because an associate has never made an error in the past means they will never make an error is simply preposterous. However, if I were fabricating this situation I would have accepted your initial offer. The fact that I chose to remain at the ******** ******** despite your offer shows the opposite. Despite your companies atrocious customer service, I have been nothing but polite in my interactions with you and your associates. 

Yes, cancel all reservations. I have no use for them being that your associate booked it for the wrong month. 


Acknowledgement of receipt would genuinely be appreciated.

Cordially,
**** ** ******* ***.


This electronic transmission, and any documents attached hereto, are protected by the Electronic Communications Privacy Act (18 USC §§ 2510), may contain confidential and/or legally privileged information, and are for the sole use of the intended above named recipient(s). Unauthorized interception, review, use or disclosure is prohibited and may violate applicable laws. If you are not the intended recipient or have received this electronic message in error, please notify
the sender and destroy all copies of the communication. Any disclosure, copying, distribution, or use of the contents of the information received in error is strictly prohibited.

On Fri, Sep 13, 2013 at 12:41 PM, WP, Consumer Affairs wrote:

Hello Mr *******,

 

Thank you for reaching out to us again.

 

The rate offered would have been for the room you originally reserved; a Cozy room. Whilst remaining sympathetic to the concerns you have shared below; as the call you had with my colleague in our Customer Contact Centre was not recorded we believe that the offer of one complimentary night plus reduced rates for the additional dates, which you had not previously requested, is a good offer. We are sorry to see that you may not share our opinion and a result have decided to stay with the ******** ********; we respect that you have the right to chose. If you could kindly reconfirm that I may proceed and cancel your reservation which is still reserved from the 20th until the 22nd of October 2013, it would be most appreciated.

 

Mr *******, we look forward to hearing from you.

 

Kind regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

 

From: **** ** ******* Sent: 13 September 2013 19:41

To: WP, Consumer Affairs
Subject: Re: Your upcoming stay with * *********

 

Hello Ms. *******,

Thanks for your reply. This is for a standard room I presume? I don't understand why the hotel has so much discretion given that you own them. Moreover, I know especially given this entire ordeal that the hotel could have provided me with a better rate if they wanted to. However, at this point I believe it is redundant to continue to go back and fourth. I have decided to keep my reservation at the ******** ********. 

 

Thank you for your efforts. 

On Friday, September 13, 2013, WP, Consumer Affairs wrote:

 

Good morning Mr *******,

 

I hope that you are well and that you are having an inspiring day.

 

First of all; please allow me to apologize for the delay in my response. We have received news from the hotel and they can regretfully not offer the rate of ****** per night plus VAT for night of the 18th and 19th of September. However, they are able to offer a rate of ****** per night plus VAT for these dates. They have also been kind to extend the deadline, so if you wish to proceed with the changes, your reservation would be the following;

 

18th- 20th of September; ****** per night plus VAT

20th- 22nd of September; ****** for one night plus VAT, the second night would be complimentary

 

Please let us know before 15.30 EST today if you would like to proceed, and I will be happy to ask the hotel to arrange this for you. Please note that once it has been confirmed, it may be passed the cancellation deadline however should we confirm it I will send an email to you with the full details.

 

Mr *******, we look forward to hearing from you at your earliest convenience.

 

Kind regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

 

From: WP, Consumer Affairs
Sent: 12 September 2013 19:28
To: '**** ** *******'
Subject: RE: Your upcoming stay with * *********

 

Hi Mr *******,

 

Excellent, thank you for clarifying! I will connect with the * ********* to see if they can extend the rate; I will be in the office from 08.30 AM EST tomorrow and promise to connect with you as soon as I have received a response.

 

In the meantime; may I take this opportunity to wish you a wonderful afternoon ahead and I look forward to connecting with you tomorrow again!

 

Kind regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

From: **** ** *******
Sent: 12 September 2013 19:12
To: WP, Consumer Affairs
Subject: Re: Your upcoming stay with * *********

 

Yes, you have my authorization if they are able to provide the *** rate. If not, please cancel everything because at those rates it makes more sense for me to remain at the ********. 

Please let me know and thank you.

 


Acknowledgement of receipt would genuinely be appreciated.

Cordially,
**** ** *******, Esq.


This electronic transmission, and any documents attached hereto, are protected by the Electronic Communications Privacy Act (18 USC §§ 2510), may contain confidential and/or legally privileged information, and are for the sole use of the intended above named recipient(s). Unauthorized interception, review, use or disclosure is prohibited and may violate applicable laws. If you are not the intended recipient or have received this electronic message in error, please notify
the sender and destroy all copies of the communication. Any disclosure, copying, distribution, or use of the contents of the information received in error is strictly prohibited.

 

On Thu, Sep 12, 2013 at 11:05 AM, WP, Consumer Affairs  wrote:

Hello again Mr *******,

I will be happy to ask * ********* to see if they can extend this rate; I should have an answer by tomorrow morning.

As mentioned before, the hotel does require a final answer regarding the 20th to the 22nd of September 2013 by tomorrow morning. If they are willing to extend the rate of ****** per night plus VAT to cover the additional dates (18th to the 20th of September, 2013); may I kindly ask if I have you permission to change your current reservation from the 20th-22nd of October, 2013 to the following;

Dates; 18th of September until the 22nd of September 2013

Rate; ****** per night plus VAT for 3 nights, 4th night complimentary

In the event that they are not willing to extend it; would you like me to keep the reservation as it is at the moment or should I still ask them to change it to the 20th of September fo    r 2 nights?

Please let me know before I connect with the hotel; I look forward to hearing further from you.

Kind regards,

*****

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

Consumer Affairs, Executive DivisioN

From: **** ** *******

Sent: 12 September 2013 18:39
To: WP, Consumer Affairs
Subject: Re: Your upcoming stay with * *********

Thank you for the response. Yes, can you please ask the W to extend the *** Euro rate. In the time being I will ask my wife about the ** ********.

Thank you again


Acknowledgement of receipt would genuinely be appreciated.

Cordially,
**** ** ******* ***.


This electronic transmission, and any documents attached hereto, are protected by the Electronic Communications Privacy Act (18 USC §§ 2510), may contain confidential and/or legally privileged information, and are for the sole use of the intended above named recipient(s). Unauthorized interception, review, use or disclosure is prohibited and may violate applicable laws. If you are not the intended recipient or have received this electronic message in error, please notify
the sender and destroy all copies of the communication. Any disclosure, copying, distribution, or use of the contents of the information received in error is strictly prohibited.

On Thu, Sep 12, 2013 at 10:34 AM, WP, Consumer Affairs  wrote:

 

Hello Mr *******,

 

It’s my pleasure to help!

 

At the moment, the rates between the 18th and the 20th of September would be higher than what was previously offered; a cozy room ( only available with a king size bed) would be available from ****** per night plus VAT. I can ask if the hotel would considering extending a rate of ****** per night plus VAT for these new dates if you wish; I would in that case receive a response tomorrow.

 

Alternative, would you consider staying closer to downtown *********? Our ** ******** ********* is located right on *** ******* which gives you easy access to the city centre. If you wish to see more information about this hotel click on the following link. They are offering the following rates for a Deluxe room with 2 single beds for the following;

 

Flexible rate; ****** per night plus VAT for 4 nights

Fully prepaid, non refundable, non exchangeable rate; an average rate of ****** per night plus VAT for 4 nights

 

The rates I have mentioned are highly subject to availability; please let me know your thoughts on this and I’ll be happy to help with either of the alternatives.

 

Kind regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

 

From: **** ** *******

Sent: 12 September 2013 18:02
To: WP, Consumer Affairs
Subject: Re: Your upcoming stay with * *********

 

Hello Ms. *******,

It was a pleasure speaking with you this morning. I checked the cancelation policy with the ******** ******** and I am able to cancel the reservation. However, after reviewing my your e-mail and my itinerary I realized that my reservation needs to extend from September 18th to the 22nd (i.e., 4 nights). I was wondering what kind of rate you could give me for the two proceeding nights? I understand that these dates are different from what was stated earlier. Please let me know if there is anything you can do. 

Thank you again for all your efforts, I genuinely appreciate it. 

Cordially,
**** ** *******, Esq.


This electronic transmission, and any documents attached hereto, are protected by the Electronic Communications Privacy Act (18 USC §§ 2510), may contain confidential and/or legally privileged information, and are for the sole use of the intended above named recipient(s). Unauthorized interception, review, use or disclosure is prohibited and may violate applicable laws. If you are not the intended recipient or have received this electronic message in error, please notify
the sender and destroy all copies of the communication. Any disclosure, copying, distribution, or use of the contents of the information received in error is strictly prohibited.

 

On Thu, Sep 12, 2013 at 9:27 AM, WP, Consumer Affairs  wrote:

 

Hello Mr *******,

 

It was a pleasure speaking to you before; we recognize that your time is valuable so I am glad that you had a moment to spare. Please allow me to apologize once again for the inconvenience caused by this experience; your frustration and disappointment regarding the handling of your concern is understandable and I am glad that this has been brought to our attention to we may work together to find a solution.

 

As mentioned during our conversation; the rate of ****** per night plus VAT which you have currently confirmed for your escape with * *********; is unfortunately not available for your new requested dates (20th to 22nd of September 2013). However, we are happy to offer a rate of ****** plus VAT for one night; the second night would be complimentary. We hope that you will recognize this gesture of good will and abiding interest to regain your faith in the W brand, especially as the call where the alleged mistake took place was not recorded.

 

I recognize that you have already reserved alternative accommodation at the ******** ******** hotel and need to confirm with this hotel if you can change your reservation. If you could kindly let us know before tomorrow the 12th of September at 11.00 AM CET (local hotel time) it would be much appreciated. As mentioned during our call, the hotel will not be able to extend their offer after this time due to an important congress they are hosting; your kind understanding is much appreciated. At the moment, your current reservation is still active from the 20th of the 22nd of October; we will wait to hear further from you before making any adjustments.

 

Mr *******; thank you once again for your patience and understanding. We look forward to hearing from you.

 

With warmest regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

 

From: WP, Consumer Affairs
Sent: 09 September 2013 15:07
To: **** ** *******

Subject: Your upcoming stay with * *********

 

Dear Mr *******,

 

Thank you for taking the time to connect with individuals in the Consumer Affairs, Executive Division of Starwood Hotels & Resorts Worldwide, Inc. Please accept our apologies for the inconvenience caused by your recent interaction with our colleagues in the Customer Contact Centre, in relation your upcoming escape with * *********.

 

It is disheartening to see that the incorrect dates may have been confirmed during the time that your reservation was made.  Your frustration as well as your disappointment is understandable. We are glad that you have connected with us to express your concerns; as a result allowing us to address your concerns personally. In order to assist you to in the best way possible, we are in the process of investigating this further. We appreciate for your kind patience through this time.

 

In the meantime, should you wish to share further information or reach out to us during this time, we welcome you to connect with us directly and we will be delighted to assist.

 

With warmest regards,

 

*****

 

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

Consumer Affairs, Executive DivisioN

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stayed at this hotel in August and went to the restaurant connected, **********. At the restaurant we paid for our meal with cash and used a coupon we received from the hotel which had our room # on it. Like all restaurants, you do not receive a receipt or "proof of payment" when you pay cash. So obviously the waitress pocketed our money and then submitted a claim to the hotel, which the hotel billed my credit card for! The hotel chooses to take the restaurants word over mine and refuses to reimburse me because the restaurants books balanced that day. Well of course they did, but if I had paid for my meal with a debit or credit card, the waitress wouldn't have pocketed the money because there would have been a paper trail. I have contacted the ******** at least 6 times over this matter and got as far as the general manager who still refuses to help.

Desired Settlement: I would like my credit card refunded! *** ********* is the General Manager at the hotel. His phone number is ************ Thank you!

Business Response:

Dear *** ******,

Thank you for connecting with the Better Business Bureau regarding your concerns with the ********** within the ******** at the ***** *****. We appreciate the opportunity to review the services we provide and to communicate with our guests regarding their concerns.

Firstly, I am sorry for the impression this has left, and hope that this will create the opportunity to bring closure to this matter. I have reviewed both the information you have sent and I have also reviewed the information within the Customer Service File which was opened. I can understand you perspective on the matter, and I can also understand why the hotel would hesitate to provide a refund when the books do balance for the day and you are unable to produce a receipt. With respect, any business can  provide a receipt for services regardless of method of payment, and I can see why *** ********* would have concerns with providing such a refund without such a receipt being provided. That being said, I also recognize this is not the warm interaction that leaves guests feeling connected to our community. While I cannot provide a refund to your credit card, I can send you a cheque in the amount of ****** USD as a gesture of goodwill on behalf of ******** ****** to cover the cost of the meal you have reported. If you can confirm your mailing address, I can ensure this is processed.

Thank you for your patience and understanding. it is my hope that you will choose to return to another ******** ***** in the future to truly experience the level of service we strive to offer our guests. While I was unable to locate a Starwood Preferred Guest account in your name, I would also encourage you to visit *********** to view all the many benefits we offer to our guests. If you have any additional questions or concerns, please feel free to let me know.

Best Regards,

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

Consumer Affairs, Executive Division

* ************  * ************


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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/19/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I checked in at the **** ******* location in ******** ** on August 30, 2013 and checked out on Sept. 04, 2013. The charges for this stay were appropriately taken from the card(******). However, there was another charge in the amount of ******* on our card from this same location that we have no knowledge about. Our bank raised the flag on this charge while they were investigating a fraudulent charge from another ******** location in ******* that same time period. I attempted to contact the hotel directly and was told accounting would get back to me. I never heard back and attempted to contact on Saturday Sept. 14, 2013. I spoke with *** who left me holding for about 16 minutes until another rep picked up and advised there was nothing she could do and *** was assisting another guests. At this point I realized they had no intention of assisting in this matter and that's twice they've been dismissive towards me. I suspect their may be a connection with the unauthorized ******** ******* charge that occurred on sept. 02 and this second charge at the ********** location as we are in possession of both cards at this time and it seems highly coincidental. My bank had requested me to notify this(*******) location prior to them taking action on their part in regards to this matter. As a business woman I do not tolerate actions of this nature especially with a well known corporate brand. This is highly unacceptable and I've been more than diligent by giving a business week to get back to me and have the matter resolved internally.

Desired Settlement: I am seeking a full refund *******. I am also seeking further compensation for having to waste my time filing this report against ******** and that a bank had to catch such a blatant unauthorized charge in the first place. I am seeking a further reimbursement of at least two nights for inconvenience in this matter. Failure to resolve will lead to legal action which will involve the fraudulent charge with this location as well as ******* for possible internal fraud within the business.

Business Response:

From: ****** ****** On Behalf Of *** ******** *******
Sent: Friday, September 20, 2013 1:31 PM
To: '*******@*********'
Cc: **** *****
Subject: Your contact to the Better Business Bureau

Greetings **** ****:

Thank you for taking the time to connect with the Better Business Bureau.  On behalf of Starwood Hotels and Resorts Worldwide, Inc., please accept our apologies that your experience with the ******** ****** **************** was not as comfortable as desired.

Everything we say communicates our values, and we apologize the interactions with various members of this hotel did not give you a sense of warmth and comfort.  We understand that **** *****, Front Office Manager, has reached out to you on the telephone.  We are pleased she has refunded you the ******* *** as requested.  We are confident you will appreciate this resolution.

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 await.

**** ****, we appreciate you taking the time to express your concerns.  Together we are working to create the best guest experience possible.

With Kind Regards,

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****** *****

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

t ************  F 20**********


starwood hotels & resorts

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

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

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

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

I am rejecting this response because: All though you have assured me that this amount has been refunded which ***** has admitted they have no explanation as to why this occurred, I have yet to see any evidence of this refund through our accounts. Furthermore you failed to compensate me for my time in not only having to pursue this refund through alternatives means but the funds still being held up as a result of this error. Also ***** did not contact me furthermore as you had said she would through the email sent directly to me which serves to further demonstrate the dismissive attitude this organization has taken towards this incident.

I have requested 50% of the amount wrongfully charged( approximately $225) to be further credited in the form of a voucher or a further credit to our account to cover administrative and banking fees in direct relation to not having this resolved amicably the first time I called and informed the hotel of the error.

Sincerely,

**** ***

Business Response:

From: ****** ****** On Behalf Of *** ******** *******
Sent: Thursday, October 17, 2013 12:52 PM
To: '* ***'
Cc: '***** ****'
Subject: RE: ******** ****** ******** *******

Greetings *** ***:

Thank you for connecting with the Better Business Bureau once again.

Below is an email from ***** ****, ******** ** ********** from the hotel.  Your request has been granted, and I hope this will allow you to once again choose ******** *****s as your home away from home.

Please let me know if you have any questions.

With Kind Regards,

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****** *****

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

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,

**** ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/18/2013 Problems with Product/Service | Complaint Details Unavailable
10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Transfer of Starwood points. Please see the following email: Dear Mr. ***** ***, Due to the nature of your inquiry, we will need to speak with you personally; as some matters cannot be handled via email. In North America, please call ************ begin_of_the_skype_highlighting ************ FREE end_of_the_skype_highlighting or visit our website for the telephone number of the office nearest you. If you prefer, you may chat with us online or we can call you, for assistance. Warm Regards, ******** ****** Specialist, eCommunications Departments Starwood Hotels and Resorts Worldwide Original Message Follows: ------------------------ SPG Number: *********** Subject: Starwood Preferred Guest Sub option: starpoint Comments: My spouse ***** *** with account *********** have requested transfer of **** points from her account to my account. Please confirm. Title: First Name: ***** Last Name: *** Email Address: ************************ City: State/Province: Country: Confirmation Number: Hotel Name/City: Membership Level: Preferred Guest ************************************ Inspite of several calls SPG has failed to do the needful. Initially we were told that both spouses have different address (we moved recently and one person didn't update the address online but it is completed by now).

Desired Settlement: Please complete the transfer

Business Response:

From: SPG Executive Office, *****
Sent: Tuesday, October 08, 2013 12:05 PM
To: '************************'
Subject: Your communication with the Better Business Bureau

Greetings *** ***:

Thank you for contacting the Better Business Bureau regarding your experience with Starwood Preferred Guest.  Please accept our apologies that this journey was not as simple as desired.

In order to transfer your Starpoints from one account to another, both members must have the same personal mailing address on file.  This is why your original transfer attempt was denied, as you and your wife’s addresses did not match.  Once the addresses are changed, you are required to have the addresses match for at least 30 days prior to being able to conduct a transfer – this is why your two subsequent requests were denied.  I sincerely apologize that you were not aware of these points.

Now that the addresses have matched for more than 30 days, you should be able to process the transfer.  Please reconnect with Starwood Preferred Guest, and they will be more than happy to assist you.

*** ***, we appreciate you taking the time to express your concerns.  Together we are working to create the best guest experience possible.

With Kind Regards,

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

****** *****

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

* ************  * ************


starwood hotels & resorts

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the night of September 30th. of this year my friend ******** ******* and I stayed the night at this establishment and checked out the next day, October 1st. to drive home. Upon arriving home we discovered a crystal I had bought in Brazil and brought back with me was missing. I know I had it when we stayed at this establishment because I showed it to my friend ********. My friend ******** and I both called this establishment to find out if the crystal had been turned in to lost and found but we got nowhere. They said they would look in the room for it and call us back, but we received no call back.I am devastated because the crystal was a gift for a very dear friend. The crystal was a large pink quartz crystal worth *** ***** in Brazilian funds, I know because I have the receipt.

Desired Settlement: I would like them to return the crystal if possible or refund me the cost of the lost item.

Business Response:

To whom it may concern;

 

Greetings, I hope that you are well and that you are having an inspiring day.

We are contacting you today in relation to your inquiry relating to your recent experience with one of our hotels, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared.

It’s with regret that we learned of your concerns regarding missing crystal. In order to assist you further, may we kindly clarify which hotel this is in relation to? By reviewing your complaint on the Better Business Bureau website we were unable to determine this; therefore if you could kindly clarify so we may investigate this further it would be most appreciated.

Thank you once again for bringing forward your concerns and allowing us the opportunity to review them. I will be out of the office on Monday the 7th of October; however I would be delighted to assist you upon my return. We look forward to hearing further from you.

With warmest regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Over the weekend I stayed in the Westin at ******** ******. During my stay starting on day one I noticed the phone did not work. After notifying costumer care at the front desk I was told that they would send someone to fix it as soon as possible. During my entire stay that issue was never fixed and to make calls I had to call from the hallway. I was even told by the front desk to use my cellphone. Next I was charged for wifi. It is my understanding that wifi comes free with your stay in your room. The worst and most disturbing incident of my stay happened that Sunday. At 130pm I received a call from the front desk (I could receive calls but not call out) asking when I would be checking out. I had reserved my stay from the 13th to the 16th of September so this came as a shock to me and I told them this. They checked the computer and found it and apologized for the misunderstanding. When I return to my room after a quick dinner LAter that day I noticed that the room had been routinely cleaned by the cleaning staff who did an outstanding job as always. I remained in my room and around 1045pm I received a knock at the door. It was a female from quest services say that they did not have a reservation for me for that night. Confused I stated to her that this mix up had been cleared earlier today and why I wasn't called to have this conversation at the front desk and not in the hallway of the hotel at 1045pm, and why I wasn't informed of this any other time after I was told it was a mistake at 130pm from the front desk. She told me that they were afraid to deal with the situation and the entire staff was afraid to confront it or notify me. I told her that the cleaning staff had even been in the room to clean why wasn't a letter left or even a message left on the phone as the phone could receive calls and messages just not call out. I also asked about the phone and why it hadn't been fixed for 3 days. She said she didnt know but i need to pay again to stay in the hotel that night.

Desired Settlement: (continued from complaint description)My girlfriend who was tired and fed up with the problems from the hotel got dressed and went down to pay for that night, as I had already paid before, so we could just get one decent night sleep out of our entire reservation. The next day checking out i went to the front desk hand in the room keys and collect my $50 dollar cash deposit that i had placed on the room when we checked in. I was told that there was no record of it being there and i would not receive it. The Westin has a very nice hotel chain and i would think that situations like this would never happen especially in a 4 star hotel. It has left a bad taste in my mouth about this chain and I would not like to think that this is how you treat your customers.

Business Response:

To whom it may concern;

Greetings, I hope that you are well and that you are having an inspiring day.

We are contacting you today in relation to your inquiry relating to your recent experience with the The Westin ********** ******** ******, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared.

It’s with regret that we see that parts of your stay did not live up to your expectation and was not the rejuvenating experience you had hoped for. The concerns you shared with us relating to the telephone and the interaction you may have had with the staff is understandable.

Upon being made aware of your concerns, we had the opportunity to connect with the property further. Our understanding is that they had a partial telephone outage during the weekend of your stay, which unfortunately could not be fixed until the following week. They are sincerely sorry of the impact this may have had to your stay.

In regards to the dates of your stay; the reservation which you confirmed through ******* reflects that it was confirmed with a check-out date of 15th of September. They do not have information which shows that it was confirmed as the 16th of September, nor that their staff may have provided this information to you, however if a miscommunication occurred they are most regretful for this. They are glad to see that it could be solved and that your girlfriend, Ms ***** ******, was able to approach the front desk to extend your room until the 16th of September under her name.

The hotel also shared with us that when Ms ****** approached the front desk, they also engaged with her in regards to the $50 deposit which was requested from you upon your arrival for incidentals. At this time, she was offered a return of $40.05 of this, which was also indicated on the folio you received upon check-out.

The remainder of the deposit, $9.95, was kept for the internet which you used during your stay. As per your communication we recognize that you may have been under the impression that this was offered complimentary in our guest rooms. Our website in addition to ******** advertises that a surcharge may apply. Nonetheless, if different information was shared with you, please feel free to let us know how this was shared with you so we may review this internally and avoid this from happening to other guests in the future.

Thank you once again for taking the time to express your feedback; we are grateful for having had the opportunity to connect with you. 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.

Renewing regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a three-night stay for four rooms at The Westin *** **** ***** ******* hotel through the *** travel agency. At the time of check-in, we decided we could live without the fourth hotel room, and inquired as to whether we could cancel it and get a refund. The manager at the front desk was pleased, and assured us that the Hotel would issue a refund for the cancelled room, and that, because the hotel was overbooked that weekend, we "would be doing them a favor." We knew about ***'s cancellation policy, and were skeptical. We asked repeatedly whether we could get a refund, and were content to keep the fourth room, otherwise. The manager insisted that he was the only person who could get us a refund, that he would take care of it, but that we needed to cancel the room before he ended his shift in a few minutes. In light of all that, we decided to cancel the reservation.I have been in touch with a front desk manager at The Westin, the Finance Department at the Westin, and *** customer service; unfortunately, no refund is forthcoming. Because it was a "nonrefundable" booking, *** insists that it cannot issue me a partial refund. Similarly, because no charge was ever made by The Westin to us, the folks at the hotel insist that there is no refund to issue. We spoke to ***'s consumer relations department who reached out to The Westin directly, and The Westin still said no refund would be issued. Product_Or_Service: Hotel stay

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a refund of the cost of the room we cancelled: 1,195.96 USD

Business Response:

From: ****** ****** On Behalf Of *** Consumer Affairs
Sent: Wednesday, September 18, 2013 9:28 AM
To: '**************@*****.com'
Subject: Your experience with The Westin *** **** ***** *******

Greetings Mr. ********:

Thank for your contacting the Better Business Bureau regarding your recent experience with The Westin *** **** ***** *******. 

On the 13th of September, 2013, ********* ****** has reached out to you through email.  The hotel has processed the refund of $1,195.96 USD, which you should see on your credit card statement shortly.  Please feel free to let us know if you have any questions or concerns.

Mr. ********, we appreciate you taking the time to express your concerns.  Together we are working to create the best guest experience possible.

With Kind Regards,

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****** *****

******** *******, Executive Division

t ###-###-####  F ###-###-####


starwood hotels & resorts

One starpoint

stamford, CONNECTICUT 06902

FILE: ************ 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a major discrepancy between the service and the advertisement The Westin (Virginia Beach Tower) 1. Room: red stain (blood? or nail polish? on the wall) and was very dusty & my guest got the allergic reaction and took medicine during the stay & yellow stain on the sheet & little spots on the towel *** Informed the maid 2. The pool was so dirty could not swim ( talked to the rep and he said it was so dirty, we could not swim), my guest was very disappointed 3. Jacuzzi was broken & taken away, once again, not the typical Westin experience, my party was not pleased 4. The security deposit box was taken away from the room when there was a clear written advertisement of that on the website, I was not pleased since I carried many credit cards with me along with cash 4. In room dining menu, it was very difficult to find & The small fonts were close to impossible to read for the people with decent eyesight 5. Ordered freshly squeezed juice, and the kitchen told us that they do not make freshly squeezed juice but use container juice (different from other Westin I stayed before) Finally, the Green 5$ passes were not given on time even we put the sign up and we had to call and request for it.

Desired Settlement: I really enjoyed my stay with Westin previously and it was my first time I took my guest on my expense to make them happy. I felt personally a bit embarrassed and would not mind to take them again to prove the experience to be wrong. Either refund or replacement of stay at the Westin of my choice would be fine.

Business Response: Business Response /* (1000, 5, 2013/08/29) */ To whom it may concern; Greetings, I hope that you are well and that you are having an inspiring day. We are contacting you today in relation to your inquiry relating to your recent experience with the Westin Virginia Beach Town Center, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have personally shared. Please accept our sincere apologies for the inconvenience caused during your stay. The feedback you have brought to our attention relating to the lack of standard, as well as the cleanliness concerns, in both guest rooms and facilities in the hotel, are regretful. Your frustration as well as your disappointment is understandable. Upon receiving your communication; we had the opportunity to speak with the hotel. They have advised that they are sincerely regretful that this your stay did not meet your expectations; they recognize that this was not the renewing and rejuvenating experience they would have wished for you to have. It is our understanding that Ms Tanya Whitson, Front Desk Supervisor, has connected with you personally to offer their sincere apology. We hope you have received her correspondence where she has also offered 10,000 Starpoints as a gesture of good will for the inconvenience caused. As we recognize that Ms Whitson is awaiting your response in order to proceed with the Starpoints; we hope you have the opportunity to connect with her again. In the event that you may not have received Ms Whitson's correspondence; I encourage you to connect with us again so we may follow up accordingly. Mr ***, thank you once again for taking the time to express your feedback; we are grateful for having had the opportunity to connect with you. 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. Renewing regards

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While staying at the Westin hotel at Peachtree Plaza, I experienced terrible customer service. We were staying there for a business trip and after only an hour of checking in two iPads were stolen out of our room while we were out to dinner. The security staff accused us to lying to them and offered us no help. We filed a police report and were told by the officer that helped us that he was just there to discuss an other incident like this with an other hotel guest. No one from the hotel ever contacted us even though we were assured on a number of occasions that a manager would. After seeing the security report, we found out that someone entered our room 5 times while we were gone that evening. There were at least 4 other thefts that we know about, all during the duration of our trip. We were ridiculed by the hotel staff and treated horrifically. There still has not been any communication with us. I hope that this will be looked into, because I felt my privacy was violated. Product_Or_Service: Hotel room Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund My roommate and I would like for our iPads to be replaced by the hotel and for our room fee to be refunded. I have never experienced anything like this in my life. It is beyond reproach.

Business Response: Business Response /* (1000, 5, 2013/08/20) */ Contact Name and Title: ******* Begley Contact Phone: XXX-XXX-XXXX Contact Email: ****************@starwoodhotels.com Dear Ms. *******, Thank you for taking the time to connect with the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. On behalf of Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with The Westin Peachtree Plaza, Atlanta. I was sorry to read of your missing iPads, I can appreciate your frustration that this happened while traveling. In reviewing the customer service file, ***********f opened regarding this alleged theft, it has been noted that ************* Director of Security, at The Westin Peachtree Plaza, Atlanta has connected with you both. Our notes show that Graham has offered himself as a contact at the hotel and also gave you their insurance information, including contact information, claim number and process that must be followed. If you have further concerns, we, respectfully, invite you to connect with******** as he as offered himself as your contact. We are very sorry this incident has marred your stay and view of The Westin Peachtree Plaza, Atlanta and that they stay wasn't one of renewal for you and ***********f. 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. Ms. *******, 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, ******* Begley CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX F XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT XXXXX Consumer Response /* (3000, 7, 2013/08/22) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) We have dealt with the insurance company mentioned and nothing has happened. The agent does not contact us back and our settlement has gone no where. We feel as though we are just being placated by the idea of the isurance company solving our issue. As far as Graham being our contact, he never spoke to us after we sought him out. For all we know he never read our report. He told us that he would be in contact with us once he was able to look at our case. We have never heard from him. I do not appreciate being toyed with in this way. Your settlement is unacceptable. Business Response /* (4000, 9, 2013/08/27) */ Dear Ms. *******, We are sorry to have read you found our reply unacceptable. In reviewing your and ***********f's file and in speaking with ************* Director of Security, at The Westin Peachtree Plaza, Atlanta, I understand that ************* Assistant Director, Catering and Event Management, has been attempting to connect with you to have a person conversation about your concerns. In view of your continued disappointment, Ms. *******, your concerns have been reviewed. Although we appreciate your sentiments, respectfully, we encourage you to reach out to Javier or Graham to discuss your concerns further. They can be reached at: The Westin Peachtree Plaza, Atlanta Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Thank you again for taking the time to share your feedback. Best Regards, Richard Begley CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX F XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT XXXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We stayed at Westin Paris Vendome from August 1 to August 3, 2013. My wife found out that her cleansing foam was disappeared. A cleaning crew threw away her stuff in the bathroom. We called and complained about the missing stuff. The assistant manager promised us 5000 starpoint since she is not able to get any cleansing foam my wife needed. On August 14, we chatted with a SPG customer representative since the 5000 point that the assistant manager promised us was not in our account yet. The customer representative kindly tried to get a hold of the assistant manager in Westin Paris and promise us again that within 72 hours you will get the 5000 points. On August 17, we couldn't see the points in our account yet. We chatted with another SPG customer representative, Sylvia M. She said it will take another 7 to 10 business days to process and investigate our file. She exactly said."U understand you have contact us 3 times, however as I am nt at the hotel I must document the file, and reopen it and have the hotel re-address the issue" We've already contacted and last CSR promised us that within 72 hours he will get us 5000 points. then why do we need to open another file and why do we have to wait for another 7 to 10 days. We finished the chat. Since we were very upset for all unkept promises, we called again. The CSR who got our call immediately transfer us to someone else, after listening to our explanations. We talked with Ryan in Corporate Service. We explained all over again. And then he exactly said. "If you keep calling us, your case will keep delayed. Cause we need to re-open everytime you call us." What does it mean? He meant we should not contact SPG customer service? What kind of Customer service tells their customer "don't keep calling us." We kept calling you because you didn't keep your promises. If you kept the promises, I didn't have to call you and I don't have to spend whole Saturday morning to deal with unfriendly customer representative.

Desired Settlement: DesiredSettlementID: Not applicable N/A

Business Response: Business Response /* (1000, 5, 2013/08/22) */ Contact Name and Title: Richard Begley - CAED Contact Phone: XXX-XXX-XXXX Contact Email: ****************@starwoodhotels.com Dear Mr. ****, My name is Richard Begley; I am with the Consumer Affairs Executive Division of Starwood Hotels and Resorts Worldwide, Inc. One of my key responsibilities is monitoring and supporting Better Business Bureau complaints. Your complaint and customer service file have been brought to my attention. Please accept our apology for your recent experience with The Westin Paris - Vendôme and subsequent follow up. We want your stay and experience with Westin to be personal and instinctive; in reading your comments from Better Business Bureau and your customer service file, this clearly was not your experience. As a distinctive Gold Preferred Starwood Preferred Guest membership, we should be recognizing that and in this case advising of the benefits available to you during your stay. In reviewing the hotel notes, it appears your status upgrade did not make it to their computer system before your check in. We do apologize for the inconvenience this caused during check in. I am very sorry for housekeeping removing your wife's cleansing foam, please extend my sincerely apology to her for this service error. In regard to the Starpoints you were promised and the subsequent follow up, I have reviewed all the written communications you have had with our e-Communications Specialists and would like to apologize that your request was not handled more efficiently and without further follow up. We will ensure these are reviewed with the associates involved and coached as a training opportunity. I was happy to see the 5,000 Starpoints have been added for your access as of August 17, 2013. I will also follow up with Ryan's leadership team in regard to your conversation with him. Mr. ****, while I cannot change what has happened in the past, I hope we can move forward together and welcome you back for many more future stays. I would like to offer my personal services for your next stay. Once you have that booked, please contact me with your reservation number, at least 48 hours in advance, and I will work with the hotel to ensure a 'white glove' treatment during your stay. 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, Richard Begley CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX F XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT XXXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Booked a vacation through Delta Vacations, staying at the Westin Playa Conchal, in Costa Rica. Delta and Starwood are presently advertising a cross-promotion, earning bonus points and miles for stays and flights. By booking a Delta flight, and a Starwood stay, through a Delta agency, I believed I would be maximizing the points and miles for this expensive vacation (c. $12,000). This was based on advertising on their Web sites: "SkyMiles Medallion and SPG elite members can earn more rewards when you fly and more rewards when you stay." (Delta) "SkyMiles Diamond, Platinum, Gold and Silver Medallion members earn 1 mile for every dollar spent on eligible room rates at over 1,100 Starwood hotels and resorts globally. Plus, SkyMiles Diamond and Platinum Medallion members receive additional SPG benefits at Starwood hotels and resorts 4 p.m. late checkout, access to the SPG elite check-in line, complimentary in-room Internet access and an upgrade to an enhanced room at check-in, when available." (SPG) Further, from the SPG site: "Take advantage of the best of both worlds starting March 1, 2013, SPG and SkyMiles are taking elite travel to new heights with a revolutionary new benefit: Crossover Rewards. Earn Starpoints and get extra benefits when you fly with Delta; earn miles and enjoy added hotel benefits when you stay with SPG. This changes everything." "Crossover Rewards benefits are in addition to the current Starpoints and miles earned as a member of each program, making elite benefits even richer."My vacation ended 6/30. Delta promptly credited my account for the flilght miles. Starwood credited me only for additional charges to my room, refusing to credit either points or stay nights for the 20 room nights booked through their cross-promotional partner, indicating they are a third party provider, and stays booked through them are not eligible for points. This is incredibly deceptive, given their advertising. Product_Or_Service: Hotel Stay, All-Inclusive (6/20-30/13, 2 rooms)

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like full credit for the nights stayed in both rooms (2 rooms, 10 nights = 20 room nights), and full Starpoints credit for the room/stay charges. I'd also like an apology for having to go to such lengths to receive credit for a promotion being heavily advertised on-line.

Business Response: Business Response /* (1000, 5, 2013/07/11) */ Contact Name and Title: ******* Austin Contact Phone: XXX-XXX-XXXX Contact Email: ****************@starwoodhotels.com Mr. ****** has previously contacted our E-Communications team, and was promptly sent the following response clarifying why the Starpoints were not posted: " Dear Mr. ******,   Thank you for your prompt response. I hope this email finds you well.   Per your inquiry, I reviewed the FAQs and Terms & Conditions of the Crossover Rewards program and found the following: "If you are registered for Crossover Rewards and are an SPG Platinum or Gold elite member, Starpoints that you earn for eligible Delta flights will post to your SPG Member account within 4-6 weeks after the eligible Delta flight is completed." The same amount of time also applies to stays at SPG participating locations and miles being deposited into your Delta SkyMiles account. Regrettably third party reservation is not eligible for Starpoints. Please view the Terms & Conditions of the Starwood Preferred Guest Program, Section 1.4, for more details.   Subject to compliance with all Best Rate Guarantee Terms & Conditions, if you find a lower published available room rate, on a non-Starwood website, for the exact same: Starwood location Room Type Dates Number of Guests prior to, or no later than 24 hours, after making a reservation on a Starwood-branded website, and at least 24 hours (48 hours for non-English Starwood websites) before the standard check-in time at the applicable Starwood hotel, Starwood Hotels & Resorts will honor the competitor's rate, along with your choice of one Best Rate Guarantee reward of either an additional 10% off the competing rate, or 2,000 Starpoints.   I apologize should you not agree with the terms and conditions of the SPG program. However, they were put in place for a reason and must be upheld for all of our guests, regardless of SPG status, in order to maintain the integrity of the program.   Should you require additional assistance Mr. ******, simply reply to this email. If you prefer, you may chat with us online or we can call you. I hope this explanation helps.   Please fill out our customer service feedback survey and let me know if the customer service you received today met your expectations. Best Regards, ***** O' ******** Specialist, eCommunications Department Starwood Hotels & Resorts Worldwide" It is regrettable that Mr. ****** is not satisfied with the outcome, though respectfully, we cannot modify the Terms and Conditions of the program as he has requested, as these rules are applied fairly and consistently to all Starwood Preferred Guests who participate in the program. As such, we do respectfully decline to post additional starpoints or stay credit as requested, though we do sincerely apologize that this situation has impacted his impression of the level of service which we provide. Consumer Response /* (3000, 11, 2013/08/15) */ Ms. ****: Thank you for updating me on the status of my complaint against Starwood Resorts. I did receive an email from their team, following a Facebook posting, and did not realize that was also their response to this complaint. Nothing was stated to that effect. In that email, Starwood offered me a small amount of points as compensation for my trip. I told them this offer was unacceptable, and declined it as a settlement. Their position was that their terms and conditions state that "certain" third party Web sites are ineligible for Starwood points. I booked my vacation by phone, with Delta Vacations, at a time Starwood was heavily advertising a cross-promotion with Delta. There was no opportunity for me to view their Terms and Conditions on their Web site, nor was there any indication that Delta was an excluded partner. Having reviewed them now, there is no listing of which sites qualify, and which do not. In short, there is no way possible for a consumer to know if their stay will qualify or not, short of booking directly through their Web site. This is deliberately misleading, and unfair to consumers. Assuming that about $10,000 of this vacation cost was in resort fees (room, taxes, all-inclusive, etc), I should have received a minimum of 20,000 points for my stay, credit for 20 night stays (2 rooms @ 10 night each), plus the crossover rewards. Their offer of 2500 points was grotesquely out of line with the amount at issue. Their unfair advertising does not indicate a requirement to book solely through their Web site. Yet, if a consumer books their trip through any other method (phone, Web, in-person with travel agent), they have no way of knowing if their stay will qualify for rewards. Only after the stay is completed does the consumer find out the stay did not qualify for compensation. It appears Starwood awards them solely at their discretion as to whether a site qualifies, without informing the consumer at the time of booking, which would seem to be an unfair consumer practice. I request full Starpoints credit for my stay, along with the relevant Crossover Rewards, and the 20 nights credit on my account. I would also like to see Starwood clarify their Terms and Conditions, by listing an inclusive list of non-qualifying Web sites, and displaying it prominently on their site, and in their Crossover Rewards advertising. Alternatively, their confirmation of booking should include a prominent statement that points will not be awarded for this stay. This would enable a consumer to cancel the booking, prior to incurring the charges. Finally, I'd like an apology for the incredibly poor customer service shown in this matter, and some level of compensation for my time in attempting to influence them to correct their ambiguous advertising. Regards, Tim ****** SAE Penske Logistics XXXXX Mercantile Drive Dearborn, MI XXXXX Office - 313.583.1511 Mobile - 734.231.2583 **********@penske.com Business Response /* (4000, 13, 2013/08/22) */ Dear Mr. ******, Thank you for your continued communications regarding this matter, and it is truly regrettable that you feel the way you do. The information regarding the Starwood Preferred Guest Program and eligibility for rates is available on our websites, and we do provide the information to our guests upon request regarding eligibility of their rates. We absolutely do encourage guests to book directly through us so we can ensure they receive the correct information regarding our program and so that we can be responsible for providing the information they need. When guests choose to book elsewhere, this does become challenging, as they are now responsible for not only their reservations through a third party company, but for independently verifying any relevant details through SPG as well. Respectfully, and as mentioned previously through all communications, we treat all members fairly and equally by applying the rules for Starwood Preferred Guest consistently to all our guests, and expect them to abide by the terms of our program to receive the rewards and benefits as members. I do see that an offer of 2500 Starpoints was extended to you, which is not intended in any way to compensate you or supply the Starpoints you would have earned for your stay, as your stay was not eligible. This is intended as a gesture of goodwill for the disappointment you have expressed as a Starwood Preferred Guest member, and for the challenges with this experience. I understand that you have chosen to decline this gesture, but I will ensure this offer will remain on file should you choose to accept in the future. It is our hope that with a better understanding of the process, your next experience will be much more positive and far less challenging with respect to eligibility. I must also respectfully decline your request for additional gestures for the time you have spent pursuing this matter, as our team has responded in a timely manner at every opportunity to advise you of the correct policies, though it is unfortunate that your decision to continue pursuing this matter regardless of our responses has created additional frustration and ill-will. I would not wish to provide any false hope that by continuing to pursue this matter further our response will change, so I do hope this is something that you consider should you choose to respond further, though I am happy to continue to document your feedback and perspective further as you communicate with us. Please be assured that we fully appreciate the points you have raised and would, once again, like to offer our sincere apologies for the disappointment you have expressed. However, with respect, we cannot agree with your position that there is any shortcoming with the information we advise our guests in advance. We are aware that your opinion of our service has been affected by the handling of your concerns and do hope that in time, you may reconsider your position and choose to stay with us again for more positive experiences. Thank you for your understanding. Best Regards, Zachary Austin CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/3/2013 Problems with Product/Service
8/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Advertising and Service Issue:My family reunion was hosted at this hotel and I feel bad that I knew of no one who could visit this facility in order to give feedback on its quality.I chose this facility wholly on its online pictures and the trusted name of the "Sheraton". But, this is by far the worst hotel I have ever lodged at and we were all hugely disappointed. The odor in the hotel made it almost impossible to tolerate, the carpet is extremely soiled, the furniture is dated and in need of replacement, and the bathtubs are stained beyond recognition of dirty or clean. The banquet room carpet was filthy, in fact, I had to insist that it be vacuumed before our function started; yet it smelled so bad that some of my family was unable to enjoy the food. The Four Points is advertising itself as a 3.5 - 4.0 hotel , when its actually a 2.5 rated hotel. The only plus that I would, personally, give it would be the lobby.I addressed these issues with the assistant general manager, but it was obvious she was not overly concerned with any resolution. Otherwise, she would offered a fair restitution before I checked out.Five of my family members had to be moved to a different room due to odor and/or bad carpet and the others complained yet dealt with the atrociousness. With all expressed, I'm requesting reimbursement of the gratuity in the amount of $329.80, which I feel is more than fair. Product_Or_Service: Lodging Account_Number: 848 Peterson Reunion

Desired Settlement: DesiredSettlementID: Other (requires explanation) Gratuity reimbursement in the amount of 329.80.

Business Response: Business Response /* (1000, 5, 2013/08/16) */ To whom it may concern; Greetings, I hope that you are well and that you are having an inspiring day. We are contacting you today in relation to your inquiry relating to your recent experience with the Four Points by Sheraton Historic ********, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared. Please accept our sincere apologies for the inconvenience caused during your family reunion. The concerns you have brought to our attention relating to but not limited to, the customer service you received from members of the staff, along with the lack of cleanliness in guest rooms as well as banqueting facilities, are regretful. Your frustration as well as your disappointment is understandable. Upon receiving your communication; we had the opportunity to speak with the hotel. They have advised that they are sincerely apologetic that this occurred, as they recognize that this was not the comforting experience they would have wished for you to have, especially as it was a special family event. By reviewing your comments, we recognize that members of your family received rooms which did not live up to their expectations. It is disheartening to see that this happened; the hotel offers their sincere apologies as they continuously strive to offer warm, fresh and inviting guest rooms. Upon receiving their comments, we are glad that the hotel acted on the feedback and was able to offer these guests alternative accommodation in addition to offering some of them adjusted room rates or a complimentary night. Cleanliness is one of the key-items in a hotel; which is why we were also concerned when we received your feedback regarding the Bonaventure suite, where we understand that your event was hosted. It is regretful to learn that it did not meet your expectations. We are pleased to see that upon receiving your feedback the hotel instead of charging you $250, not only lowered this to $75 prior to your arrival upon your request due to your limited budget, but moreover offered this complimentary as a goodwill gesture. Ms Matthews, we are glad to see the efforts the hotel has continuously made to try to regain your trust through the above gestures, as well as by offering your room for free for the weekend, despite your group not meeting the 20 room minimum requirement. It is also our understanding that you were offered complimentary parking at the value of $30. By reviewing your complaint brought forward, we understand that you may feel that an appropriate resolution has not been reached by the hotel. Based on the information you have provided; whilst remaining sympathetic to your situation as well as respecting that you wish to continue to share your feedback with us; we personally feel that the concerns raised have already been taken into consideration. We believe that what has been offered by the hotel has been fair and reasonable. Ms Matthews, we see that you have been a member of Starwood Preferred Guest since July this year; may I take this opportunity to welcome you once again! 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I dined at Market by Jean Georges restaurant in the W hotel on Saturday August 3rd. Unfortunately, our waiter incorrectly ran my card twice. The correct transaction including tip has posted to my card for $54.78 but the erroneous hold is still pending for $25.04. In order for this hold to be released my bank must receive on W Boston letterhead a faxed release request. This letter must contain: amount of hold release, card # used, merchant info and contact info to the fax # X-XXX-XXX-XXXX. I have repeatedly contacted the restaurant and the hotel at no avail. Refusing to correct it's employees mistakes means that Starwood Group condones the practice of running clients cards multiple times. By proxy, Starwood is illegally holding my funds, let me put this in plain English: W Market ran my card for the 25.04 hold which was not to be collected, customer requested a letter faxed to her bank, by W Market aka Starwood group refusing to fax said letter they are the cause and culprit of funds not being released.

Desired Settlement: DesiredSettlementID: Refund I want a letter faxed to my bank with the requested data as well as an apology from W Market, W Boston and the Starwood group. It may not be big money but I am a customer that chose to spend her hard earned money at your establishment and deserve the respect granted to any other customer.

Business Response: Business Response /* (1000, 5, 2013/08/16) */ To whom it may concern; I hope that you are well and that you are having an inspiring day. We are contacting you today in relation to your inquiry relating to your recent dining experience with the Market Restaurant at W Boston, which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared. Please accept our sincere apologies for the inconvenience caused by your dining experience. We are sincerely sorry to learn that the hold on your card was made unexpectedly and as a result caused you distress. It is certainly understandable how this could have affected your experience negatively. As the usage of credit cards and debits cards is continuously increasing worldwide, especially in our hotels and restaurants, the talent receives extensive training in how to perform transactions with these as well as to communicate information regarding procedures to our guests, in an effort to avoid situations similar to yours. Nonetheless, we are sincerely sorry to see that incorrect information may have been given to you personally. Please note that the hotel has taken your feedback seriously; I am certain that your experience will be used for additional training of their talent. This will ensure that this is less likely to happen to any of our future guests again, especially as we do recognize that this experience was disappointing for you. Upon speaking to the Market restaurant; it is our understanding that the hold which was authorized has now been released. Nonetheless, in the event that this has not occurred I welcome you to connect with me again so I may follow up on this. Ms *****, thank you once again for taking the time to express your feedback; we are grateful for having had the opportunity to connect with you. Should your future plans bring you to one of our many hotels and resorts, or perhaps restaurants; 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,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We stayed at the Westin Hotel in Memphis TN on ***** ****** on April 19th and 20th, leaving the morning of 04/XX-XXXX. Guest # XXXXXX. When we checked in we were asked for a debit card. My wife offered her card, but the lady checking us in said it would not matter what card was used because they would not charge anything until we checked out. I gave my card and did not think about it again until I logged into my checking account the following morning and noticed overdraft charges along with an amount on hold from the Westin Memphis of over $500.00. My father was staying at the hotel, along with 20+ of my family members because we were all in town for a wedding. My father went to the front desk and gave his card as the card that should be charged for the room upon checking out. We were not told of any amount that would be placed on hold let alone an amount more than what our final charges totaled. We have called and emailed the hotel multiple times and have not received any responses offering a resolution. I lost money due to using my debit card three times after checking into the hotel for over draft fees adding up to $81.00 dollars, and I was also declined once at a local merchant. I am upset over the overdraft fees that would never have occurred if the hotel would have informed us of the amount they were going to place on my account which did not fall off until 04/23/13, I would also not have had the embarrassment of being declined for a purchase when I had the money available in my account. The hotel is lacking customer service, because they do not care that this happened to me. They have not tried to call or email us back, and have offered absolutely no resolution. We would have given my wife's debit card if they would have informed us of an amount being placed on hold. They did not tell us of any amount being placed on hold, let alone 500+ dollars.

Desired Settlement: DesiredSettlementID: Refund If they can't refund a third parties charges, that only occurred because of the lack of information provided at the time of check in. Then they can refund our entire stay. Our total stay came to 361.68. The lack of customer service, along with the lack of knowledge at their front desk has left us with money out of our pocket at their expense.

Business Response: Business Response /* (1000, 5, 2013/08/12) */ To whom it may concern; Greetings, I hope that you are well and that you are having a wonderful day. I am contacting you today in relation to your inquiry relating to your recent stay at The Westin Memphis ***** ****** which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared. Please accept our sincere apologies for the inconvenience caused by your stay. We are sincerely sorry to learn of the experience you and your family had during your vacation caused by the unexpected hold on your debit card. It is certainly understandable how this could have affected your experience negatively. As the usage of credit cards and debits cards is continuously increasing worldwide, especially in our hotels, the staff receives extensive training in how to perform transactions with these as well as to communicate information regarding procedures to our guests, in an effort to avoid situations similar to yours. Nonetheless, we are sincerely sorry to see that incorrect information may have been given to you personally during your stay and that as a result you breached your overdraft. Please note that the hotel has taken your feedback seriously; I am certain that your experience will be used for additional training of their staff. This will ensure that this is less likely to not happen to any of our future guests again, especially as we do understand that this experience was disappointing for you. As a gesture of good will we would like to offer you reimbursement for the overdraft charges which occurred to you. As per the communication which has been shared with us, we understand that this was $81.00 dollars. If you could kindly reconfirm if this is the correct amount along with the address which may send a check to, it would be truly appreciated. 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 www.spg.com and explore the vast opportunities which await. Should you decide to become a member or if you are already a member, it would be great if you could provide us with your account details so we may present you with 1000 Starpoints as a welcome to the program. We are certain that you may use these Starpoints to access one or many of our locations around the world. Please do revert as soon as possible so that we might aspire to assist you quickly; our offer will remain available for one month from the date we send this email; if we don't hear back we'll understand that you do not wish to receive this aspect of goodwill. We hope you will accept this as an expression of our goodwill without accepting any responsibility or liability of this experience. We look forward to a time when we have the opportunity of welcoming you to our hotels again, perhaps by using these Starpoints!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were not informed of the ongoing construction at the resort until we arrived. Requests to be moved further away from the noise were denied. Below are the contents of an email sent to Paulina Stadnik. Basically SPG and Westin are pointing fingers at each other with no one resolving the issue. "I have now received responses from each of you regarding the above referenced file numbers. You both agree that I should have been told about the construction taking place at the Westin and you are both placing the blame with the other. I can assure you that I would never have elected to stay at the Westin if I had been told about the construction. Due to a prior negative experience with a hotel under construction, I avoided booking with another hotel just recently for the same reason. Upon checking in, I immediately requested a room further away from the construction. The individual at the front desk was rather rude and said because the Westin was booked solid, that would not be possible. However, I observed a large number of people checking in and out everyday. It is not reasonable to me that something on a lower floor never became available during my 10 day stay. I have a hypothesis on why a little later in this note. On three separate occasions we tried to use the room during the afternoon to relax and take a nap. Each time we were driven out of the room by the constant noise. It was so loud I thought they working on the room next to us. I also heard other guests complaining about the noise. Essentially we were not able to use the room from 9 - 5, or a third of our stay there. There was also a second time the front desk was rude. I understand that late check out is based on availability. On 7/20, I asked if late check out was available. Instead of "Nothing is available.", I received a 5 minute dissertation on what "If available" means and another reminder that the hotel was sold out. Availability. This seems to be the term that member hotels use to get out of honoring the benefits offered by Starwood for being a 'preferred guest'. I am also elite, but that does not seem to carry any weight either. I have used SPG sparingly in the past because each time I have booked with points I have had issues. A few years back, my family was actually turned away from the hotel we had reservations with because booking with points was based on availability and there were no rooms available. Personally, I believe we were not moved to a lower room at the Westin because we had booked with points. Instead of being treated as a 'preferred' guest, we were treated as second class guests. I suggest changing SPG's name to Starwood Preferred Guest If Available. I am very disappointed that I am now in the middle of a finger pointing contest. I have many years of business experience and would never drag a customer through my internal issues. I would take care of the customer and resolve my internal issues 'internally'. I believe my initial request of returning the 62,000 points I had to purchase is both fair and reasonable considering the room was not useable for a third of time we were there. Again, I would have never booked there had I known. Please resolve your issues internally and let me know if you are going to honor my request."

Desired Settlement: DesiredSettlementID: Other (requires explanation) The return of 62,000 points purchased to complete the reservation with Westin. This represents approximately one third of the points required for the 10 day stay. Because of the noise, we were not able to use the room from 9 - 5 each day, or a third of the time we were there.

Business Response: Business Response /* (1000, 5, 2013/08/18) */ Contact Name and Title: ******* Austin Contact Phone: XXX-XXX-XXXX Contact Email: ****************@starwoodhotels.com Our Customer Service Team did connect with the hotel, and they did agree to provide a gesture of goodwill in the amount of 62,000 Starpoints as requested. However, there was a error with the request, so the Starpoints were not deposited. The Starpoints have now been requested, and will be returned within 5-7 business days. We apologize for the delay, and thank you for your patience and understanding.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The resort charged me twice and is going to take 2 weeks to issue a refund on money that was needed during my vacation! I am very upset that during my recent stay I was charged upon check-in I was charged for my room which I already paid for when I booked my room. When I booked my room on May 27 it stated I would have to make a deposit of $596.00 but instead was charged the full amount of $670.00 and change. Then the morning of my first night I have an email that states my account (bank) was overdrawn which has to be impossible because fund were put there before we came to FL. Then, I saw on my account that I was being charged AGAIN for something I already paid for! I called and visited the desk several times and pretty much I have to wait TWO WEEKS to be refunded my money is absurd! I should NOT have been charged when I paid the full amount when I checked in! This ruined part of my vacation we had NO spending money while in FL, nor could we buy tickets to visit other theme parks because you guys drained our account. We also left Disney without any photo's or souvenirs because once again your company over charged us and is taking 2 weeks to refund us I am beyond upset this issue could not be resolved right away since you took my money right away! Please advise on how you are going to fix this issue. My stay was from 6/16-6/20 under my husbands name ****** ******

Desired Settlement: Please refund my money! Replace the souvenirs we were unable to buy because we had no funds. This really messed up our first trip to FL! It's a shame we flew out there and could not visit the parks we intended to as well! Our buy our pictures from disney!

Business Response: Business Response /* (1000, 5, 2013/08/02) */ (sent to BBB online response inbox on July 5, 2013) Thank you for allowing an opportunity to respond to Ms. Giles' concerns. We have confirmed that our Reservations Manager, Brendan Barnett has personally been in contact with Ms. Giles to resolve all issues. As resolution, we provided Ms. Giles with a refund of one of her night's stay and immediately processed the refund for the overcharge. It was also confirmed that the refunds were processed through our system on July 3rd, and although we are unable to control the timeframe to post to the bank or credit card company it should reflect in her account within 10 days. The Reservation Manager further confirmed with Ms. Giles that this was an acceptable resolution to her concerns. If she would like to discuss further, she may contact me at XXX-XXX-XXXX or ******************@starwoodvo.com. We apologize for any frustration that this may have caused and again thank you for allowing us to bring resolve to this issue. Sincerely, ******* Livingston Starwood Consumer Affairs

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stated at the Richmond Four Point Hotel July,27,2013 and checked out 7/28/2013. They have posted a charge to my account for $96.13 which is the correct amount for my stay. I pulled my bank statement on July 28,2013and they had posted another $200.00 to my account without my authorization. I have disputed these charges with the hotel and upper management, and they are still refusing to return my funds to my bank. This charge they say, is for smoking in a non-smoking room. me, nor anyone in family smokes and I feel this is a fraudulent charge against my account which has caused my account to be over drafted. After speaking with Miss ****** ****** today(Guest Services Supervisor), she informed me, the only evidence they had was a "smell." in the room and no physical evidence. No one authorized the company to take my money out of account without my permission and hold it because they "feel" I smoked in a non-smoking room and they only evidence they have is a "smell".

Desired Settlement: DesiredSettlementID: Other (requires explanation) A full refund of $200.00 plus $35.00 for overdraft fees.

Business Response: Business Response /* (1000, 5, 2013/08/05) */ Contact Name and Title: ******* Austin Contact Phone: XXX XXX XXXX Contact Email: ****************@starwoodhotels.com I have spoken to both the hotel and Mr. ******, and the hotel has determined that as a matter of courtesy and Customer Service, they will refund the smoking charges. Mr. ****** has agreed to this outcome.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: When I checked into my room at Four Points by Sheraton Houston Southwest, there was human waste smeared in the restroom. I immediately talked to an employee in the elevator to communicate to whoever was responsible and he said he had nothing to do with it and I personally had to go to front desk to make a complain. It was so embarrassing to make the complain in front of other customers but I did and told the person on front desk that even though I was tired and needed to sleep, I would go find the location of my conference venue and give him time to get the human waste cleaned. I came back after maybe 2 hours and the room was not cleaned and never cleaned until the next day. I did not use the restroom in the room and experienced other problems with sleep and appetite which I am not presently basing my complain on but just the human feces smeared in the restroom. I stayed another night after the restroom was cleaned then after I went home I informed them about this and their response was so bad. After going to and fro they said they would give me points that can be used in the hotel. I had already informed them that I don't wish to stay in a Starwood Hotel any time soon thus the points will be an insult to me because it forces me to go back to their place of business and spend more money and they will end up profiting on the problem they created. I received a message that the file to that complain has been closed and since I told the manager of the hotel that the response was not satisfactory he has not replied my e mail. Thus because they are a big company, I get the impression that they can mistreat a customer then decide for themselves how many points to throw at the customer and close the file and still make their intended profit without caring whether the customer was satisfied or treated fairly. I told them that the points are of no use to me because after all this I will not be in one of their hotels again.

Desired Settlement: DesiredSettlementID: Refund I will be satisfied with a full refund for one night stay. If I had known the room was not clean I would not have checked in and If I knew they were not going to clean the room I would have gone to Crowne Plaza which is next door. They failed to keep to their standards and duties expected of a reputable hotel brand and I the customer should not be expected to suffer for that and neither should they insist on making their intended profit like they did all they should have.

Business Response: Business Response /* (1000, 5, 2013/07/26) */ Contact Name and Title: Zachary Austin Contact Phone: XXX XXX XXXX Contact Email: ****************@starwoodhotels.com Our office has connected with the hotel management and in the interest of resolving this matter to Mr. ********'s satisfaction, the hotel will be providing the one night's refund requested instead of the 1000 Starpoints. This will be completed today, and the refund should be received within 7-10 business days at most. Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the owner of a timeshare at Harborside Resort Atlantis (Paradise Island Bahamas). Prior to visiting Harborside, I confirmed that children under the age of 11 were eligable to eat free at Atlantis during my scheduled stay of 5/25/13 - 6/1/13; I confirmed this information with Atlantis and the Concierge at Harborside. Upon checkout I was overcharged $540; I was told the $540 charge was the fee for my three children ages 9, 9 and 11 to eat during our stay. I should not have been charged $540 as kids under 11 eat free during the time of our visit. I have documentation relating to this fact. I attempted to rectify this matter while at Harborside, however, I was told to go home and wait for a response. Subsequently, I was sent an email stating that the $540 charge would not be taken off my bill even though I had provided the resort with documentation indicating that my children should not have been charged for dining during our stay. Note: During our last visit to the resort, our children were not charged to eat (per similar dining arrangements). Product_Or_Service: Food

Desired Settlement: DesiredSettlementID: Refund Refund of $540 credited back to my credit card.

Business Response: Business Response /* (1000, 5, 2013/06/20) */ Dear Ms. Shea: Our Office has reached out to Ms. ********** in an effort to provide resolve to her concerns. We are currently researching the information which she has provided and request an extension for response. Thank you for allowing us the opportunity to respond to Ms. Shea's concerns. You may feel free to contact me at XXX-XXX-XXXX or via email at ************@starwoodvo.com. Sincerely, Jo-Ann Cortez Consumer Affairs Starwood Vacation Ownership Consumer Response /* (3000, 9, 2013/06/25) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) Harborside Resort is not accepting responsibility for the actions of their own staff. I relied solely on the information given to me by Harborside staff when signing up for the dining plan. In fact, when our family used the dining plan during our last vacation at Harborisde, we signed up for the exact same plan and we were NOT charged for our children (under the age of 11) to eat. We are very disappointed with the response of Starwood and will seriously consider selling our timeshare. We own several timeshares (such as Marriott ect...); we have NEVER experienced such poor customer service as we have received while staying at the Starwood Resort of Harborside Atlantis.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

7/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed in one of Starwood hotels (Four Points Hotel in Washington DC) from June 16 through June 21. However, the stay was not pleasant at all. First, the bed sheets were not clean and had bad smell. Secondly, one of the days I stayed there, the wrong fire alarms made me unable to sleep and even evacuated me to the lobby for an hour. Later on, it turned out to be a mistake. After I returned, I filed a complaint to Starwood Corporate Customer Service and later on the hotel Front Office Manager (Mr. ****** ****) contacted me by email with written apology for my bad stay experience. As a compensation, he agreed to offer me 20,000 SPG points on June 27 (I have his written email as a proof). However, it has been almost three weeks but I still did not receive any point in my SPG account. Although I contacted Starwood customer service a few times and also followed up with Mr. ****** **** several times, they did not take any action to apply the promised 20,000 points to my SPG account yet.

Desired Settlement: DesiredSettlementID: Refund I request the hotel to apply the promised 20,000 SPG points to my account immediately as it has been delayed by them for quite long.

Business Response: Business Response /* (1000, 5, 2013/07/17) */ Contact Name and Title: ******* Austin Contact Phone: XXX XXX XXXX Contact Email: ****************@starwoodhotels.com These Starpoints were deposited into Mr. Yu's Starwood Preferred Guest account by the hotel on July 12th, as Mr. Yu had requested.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reward program takes away my reward SPG points without notice Due to inactivity, the company takes away 25,000 reward SPG points without notice. It's unfair practice. Talked to customer service and supervisor on 6/22/2013, they would not restore 100% of my lost points.

Desired Settlement: 100% of restore of my lost SPG point.

Business Response: Business Response /* (1000, 5, 2013/07/04) */ To whom it may concern; Please find the communication we had with the customer in question and explanation of concerns brought to our attention. Below are excerpts from our communication: 'I am contacting you today in relation to your inquiry relating to your Starwood Preferred Guest account which you brought forward to the Better Business Bureau. As part of the Consumer Affairs, Executive Division, I appreciate the opportunity to review this matter and address the comments you have shared. First of all, we are happy to see that you are returning to the Starwood Preferred Guest loyalty program after not being an active member for almost 2 years. I take this opportunity to welcome you again, and we look forward to you staying with our hotels again in the near future! After reviewing your concerns, we understand that you find that the amount of Starpoints returned to your account was not to a satisfactory level; in your opinion. Taking into consideration that that the number of Starpoints which have been returned to you were expired as a result of lack of appropriate transactions; we are not required to return any of the points offered. We consider the offer made to be a fare and reasonable amount. I understand that my colleague has also offered to return the remaining Starpoints to your account should you have an eligible stay with Starwood Hotels & Resorts in the near future. ' ......'Although we do consider this to be a good offer made to you; we may be willing to discuss this further. In the event that you may require these additional Starpoints for an upcoming stay, please feel free reach out to me and I would be look into this again. You are very welcome to email or call; whichever is your preferred method of contact. Our door remains open and we look forward to hearing further from you regarding this.' To this day the guest has not responded to our communication. Kind regards, Chris (Ms) Christine Nilsson CONSUMER AFFAIRS, EXECUTIVE DIVISION

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We stayed March 07-10, 2013; we had made reservations weeks earlier for our anniversary and our birthday celebration. When we arrived, there were no special food items promised in our room, AND there was a strong odor of marijuana. We reported both to the front desk. We were told several different versions of no and we're working on the problem. Needless to say, it didn't go well. We were reported as the ones using marijuana in the room and that we never made the special arrangements for the birthday and anniversary chocolate covered strawberries. These were both untrue and hurtful.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want a written apology for being so rude and so dismissive to our complaints. Also, to remove the notes with our name about smoking (marijuana) in the room. I am a substance abuse counselor, and my husband is in management. We take these accusations very seriously; we don't want our names tainted in any way. We have been treating very unkindly by Sheraton staff and told untruths several times. Please help us. Thank you. We've already got a full refund due to our dispute via our AMEX.

Business Response: Business Response /* (1000, 5, 2013/06/19) */ Contact Name and Title:*************** Contact Phone: ************ Contact Email: ****************@starwoodhotels.com The following email was sent to ms. ******; we cannot determine which hotel this experience occurred at without additional information: Dear Ms. De Clue, Thank you for taking the time to share feedback regarding your visit to the Sheraton through the Better Business Bureau. I was disappointed to read of your concerns and experience, and I certainly wish to follow up with the hotel management regarding this matter. Regrettably, your communication does not specify which Sheraton hotel this incident occurred at, and we are unable to move forward without that information. Can you please provide the name of the hotel so we may investigate further? Thank you for your understanding, and I look forward to hearing from you. Best Regards, Zachary Austin CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In response to a major situation that occurred during our stay in April 2010, the Sales Manager of the Four Points, 210 Preston Parkway, Cambridge Ontario gave us a "gift certificate for accommodations in a deluxe King room including hot buffet breakfast for two". We were told at that time there is no expiry date and it was in hope that we would give Starwood a chance to "make it up to us". In January 2013, I emailed a copy of the certificate to the Four Points Hotel in Cambridge to verify that they would still honour it. Before addressing whether they would honour their certificate, they wanted either my original confirmation # or my MasterCard # information. Why the need for me to verify that I stayed there and is a mystery to myself and Mastercard staff who spent time to get the documentation for them. After the Customer Service personnel got involved in March, the present General Manager offered to exchange the certificate value for enough points to cover 1/2 a night's accommodation and a Starwood Specialist offered the other half. The representatives from the Consumer Protection Branch, urged me several times to file a formal complaint. "Kathy" from Ministry of Consumer Services said that because there is no date at all on the gift certificate and we were not advised of any expiration date, unless an expiry date is stated, there isn't one. There is no need for any "goodwill gestures" because we have already been given a viable "gift certificate for accommodations in a deluxe King room including hot buffet breakfast for two". If any copies of any documentation is needed we have all.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Starwood is offering a night's accommodation outside of Montreal and no breakfasts at all. It seems that Starwood wants to set the rules, and give us less than what the gift certificate offers. I spent a great deal of time searching for the documentation they wanted, and I agree with The Ministry of Consumer Services' opinion that Starwood should have honoured the gift certificate without all the requirements. If we hadn't been subjected to supplying the supporting documentation to prove that we did stay originally, (which I suppose is in effort to verify that we didn't counterfeit the certificate), I might have wanted to stay in that location again, but we definitely do not want to stay there again. After getting such a poor response, I expressed to Starwood that I would like to simply transfer my gift certificate for accommodations and breakfasts to a central Montreal location to use this July.

Business Response: Business Response /* (1000, 5, 2013/06/14) */ Contact Name and Title: ******* Austin Contact Phone: ************ Contact Email: ****************@starwoodhotels.com Both the hotel and our Customer Service teams have responded to Ms. ******* in a timely manner. The hotel was willing to extend the use of a gift certificate until August 2013, as certificates are generally valid for one year, and this had been issued in 2010. Upon objection to this offer, 3500 Starpoints were extended as a gesture of goodwill in lieu of the certificate, which was then raised to 7000 after additional objection, equivalent to a free night at any category 3 Starwood hotel globally. Ms. ******* wishes to use these Starpoints at a location in Montreal, which typically range in the 12,XXX-XX,000 Starpoint range. The Aloft Montreal Airport may be an option should she wish to stay in the area. Respectfully, at this time, we do feel that a number of efforts have been made to accomodate Ms. *******, and regrettably, the options have not been to her liking. It is our sincere hope that she will use the Starpoints which have been extended to her towards a more positive experience with us in the future.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Problems with Product/Service
6/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Starwood Hotels has failed to credit my starwood rewards account the 15,000 points that it should have 5 months ago. I fulfilled the requirements of a redeem and reward promotion from a stay at The W Hotel in Miami Beach on December 15th 2012. I have called to inform Starwood that the points have not been credited over 10 times. They have agreed that the points should have been credited and that I should be patient. Now after 6 months I have decided to make a complaint to the BBB as this in my opinion borders on criminal behavior. I have spoke with supervisors and no one has been able to help. Here are the specifics of the promotion that clearly shows that I should have been credited the missing 15,000 starwood points Starwood Preferred Guest® Announces Redeem & Reward Promotion SPG® Offers Exclusive Opportunity to save up to 50% Starpoints on Redemption at Over 20 Premiere Resorts in the U.S. and Canada STAMFORD, Conn.--(BUSINESS WIRE)--Oct. 24, 2012-- Starwood Hotels & Resorts Worldwide, Inc. (NYSE: HOT) and its award-winning Starwood Preferred Guest® (SPG®) program announced a new promotion where members can save 30%, 40%, or 50% of their Starpoints on Free Night Awards at 21 of the SPG program's most luxurious resorts in the United States and Canada. Similar to the SPG program's long-standing Free Night Award policy, there are no blackouts on standard rooms with this promotion. To participate, members simply have to register, complete their Award stay at one of the 21 participating resorts from October 21, 2012 through December 20, 2012, and then will receive a bonus back of up to 50% of the Starpoints redeemed. "Redeem & Reward is a one-of-a-kind promotion and a first for SPG, giving our members the opportunity to stay at some of our most lavish resorts with the opportunity to save significantly on redemption," said Chris Holdren Senior Vice President of Starwood Preferred Guest. "We strive to provide members with the best value for their Starpoints, and this promotion gives our members the ability to share a unique experience with those closest to them." Whether hitting the slopes or the beach, it's the perfect time to redeem Starpoints for a late year getaway. Redeem & Reward allows members to receive Starpoint savings at some of the program's most coveted resorts including; The St. Regis Bal Harbour Resort, The St. Regis Aspen Resort and W South Beach Resort. Participating resorts and their eligible Free Night Award savings include: 50% Starpoint savings: *W South Beach, Miami Beach, Florida, USA

Desired Settlement: I would like the 15,000 points that i am owed. My starwood Member # is XXXXXXXXXXX

Business Response: Business Response /* (1000, 5, 2013/06/17) */ Dear Mr. Barron, Thank you for taking the time to connect with the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. via the Better Business Bureau. I am sorry to read of the issues you have had with the Redeem & Reward Promotion. I have reviewed your Preferred Plus Starwood Preferred Guest membership and I am happy to tell you the 15,000 Starpoints have been credited as of June 12, 2013. I do apologize for the extended delay in returning these Starpoints to you. It is always our aspiration to post your Starpoints as soon as possible, so you have access to them when you want to use them. I can certainly understand your disappointment and frustration that this was not the case, this time. Mr. Barron, as a gesture of goodwill for your loyalty since 2009, I am going to add 1,000 Starpoints to your account. You will see those in your account within seven to ten business days. I do hope your stay in Miami was a great escape for you and those memories are not marred by the experience with this promotion. Mr. Barron, 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Problems with Product/Service
6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently book a room at the Westin in Tampa Florida, for a conference through a third party booking company. I was forced to change my reservation from three days to one day because of another obligation, and when i contacted the Westin I was told that i needed to change the reservation through the booking company. I did so, and was sent confirmation by the booking company that they had made the change. When I arrived on Tuesday, May 14th, I was told that because i had not arrived on the previous day they had given my room away and were completely booked. I confirmed with the booking company that they had made the change. However, the hotel manager claimed they were not responsible. He did not offer to assist me with finding alternate accommodations nor did he apologize for the hotels mistake. I have attempted to contact Starwood several times and have been getting the email runaround from them.

Desired Settlement: DesiredSettlementID: Replacement I would like the hotel to offer me a free night at a Starwood hotel to make up for the inconvenience I experienced. I spent three hours attempting to find alternate accommodations, spent sixty dollars on cab fair and was unable to attend several conference events because I was forced to stay outside of Tampa do to all comparable hotels being fully booked.

Business Response: Business Response /* (1000, 5, 2013/05/29) */ From: WP, Consumer Affairs Sent: Wednesday, May 29, XXXX X:XX PM To: '***************@gmail.com' Subject: Your connection with the Better Business Bureau Greetings Mr. *******, Thank you for connecting with the Better Business Bureau. I apologize, though I cannot determine which hotel in Tampa you stayed with, and when. Would you mind providing this information so we may assist you? I very much look forward to your response. With Kind Regards, Jeremy Davie CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX F XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT XXXXX Consumer Response /* (3000, 8, 2013/06/03) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) The hotel has contacted me and I have provided additional information about the dates for my reservation. They are still denying responsibility and are refusing to make any compensation or even apologize to me. Business Response /* (4000, 10, 2013/06/05) */ Dear Mr. *******, My name is Pamela Cameron; I am with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, your complaint has been brought to my attention and I would like to offer my support and guidance to assist you in bringing this case to a close. Regrettably, I was unable to locate a reservation for you at either of our Westin hotels in Tampa. Would you be so kind as to provide me with the address of the hotel as well as any additional information including the confirmation number for your stay and any email correspondence with the hotel so I can further investigate the issue for you. I await your response and look forward to assisting you further. Best Regards, Pamela Cameron CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX Business Response /* (-10, 13, 2013/06/14) */ Further email sent to guest: Dear Mr. *******, Thank you very much for taking the time to reply. I do apologize for the confusion in regard to your booking information. I am happy to say I was able to find it under Mr. Cuevas' name. I do see there was a previous Better Business Bureau complaint in regard to this also. I do apologize for the room not being available when you arrived for your stay at The Westin Tampa Harbour Island. It does appear there was a miscommunication by Booking.com in regard to the updated stay dates. While this error was on Booking.com's part, I am sorry for the inconvenience this caused you in Tampa. If you would like further information or a goodwill gesture in regard to the error, I respectfully invite you to contact Booking.com directly. One of our goals is for your stay at Westin to be a personal one. I am sorry to read you feel the hotel management and associate did not offer personal assistance in finding alternate accommodations. Given Booking.com's error, I would have expected them to assist you with an alternate reservation and The Westin Tampa Harbour Island supporting that in any way they can. Mr. *******, I do see Lauren Maranzano, Front Desk Supervisor, at The Westin Tampa Harbour Island has invited you back for another stay, next time you are in the area and has offered her personal assistance for that stay. I hope you will consider another stay with the Westin. Allowing them to show you the instinctive experience our guests receive. 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, Richard Begley CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX F XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT XXXXX

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I still have not received the compensation promised by manager******** at Four Points Sheraton. It has been over three weeks since the first rep that I talk to which is **** at the front desk. I have spoke with six reps **** (front desk), Online reps (******, ***************************** V) including the manager********. I am very dissapointed at the lack of customer service received the company. Especially when it was first promised on 05/19/2013. I should not have to talk to six different representatives without resolution especially when the manager promised the refund in the amount of 133.69. Product_Or_Service: Hotel Stay Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: No settlement requested - for The hotel needs to recognize the importance of keeping their customers informed and calling the customers back in a timely fashion. I have been very patient with the hotel but am not getting the customer service resolution.

Business Response: Business Response /* (1000, 5, 2013/06/05) */ Dear Ms. *****, My name is **************; I am with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, the above file has been brought to my attention and I would like to offer my support and guidance to assist you in bringing this case to a close. In looking at the file, I can see that the General Manager Mr. Ott has reached out to you on June 2, 2013 with regards to the refund. He has processed the refund once again and conveys his apologies for the delay in receiving the credit. Please let me know if the payment has not been received within the next 7 days so I can forward you a check for the appropriate amount of the refund. If you do not receive the credit, upon emailing me, please also confirm your mailing address so I have the correct one should I need it. Again, I apologize for the delay in receiving the refund and look forward to closing this matter for you. Have a great day. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: XXXXXXXXXXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/4/2013 Problems with Product/Service
5/29/2013 Problems with Product/Service
5/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Element Time Square in NY charged my credit card for no show while I was confirmed over the phone by the Hotel manager that I will not be charged !!! I have not used this credit card for a long time (at least 18 months), When I called them they denied I was ever told "we will cancell and no charges will be posted on your credit card"... so the manager who told me this was just lying. So now I ended up not using my weekend stay and being charged at the same time! This hotel makes double reservations on same room.

Desired Settlement: Refund/ re imbersment

Business Response: Business Response /* (1000, 5, 2013/05/08) */ Dear ****** ******, My name is Pamela Cameron and I work for the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. I am happy to assist you with your charge at Element New York Times Square West. I have forwarded the information on to the hotel, however in your complaint there were no details of the date of the cancelled stay. If you would be so kind as to provide me with some further details, I am happy to investigate the situation further. In addition, if you have more information as to whom you spoke with at the hotel that cancelled your reservation that would also help. You may receive a response from the hotel in the interim, however they will also copy me on the response so I am updated. I await your reply. Best Regards, Pamela Cameron CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX Consumer Response /* (3000, 7, 2013/05/09) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I guess we just keep going in circles. Those words have been told to me in the past week over and over again: "what is your date of cancellation and what is your cancellation no" The charge was done on my credit card way back on Nov.25th 2012 so you might say why not call or inquire earlier then. This credit card "was" issued by overseas bank I never use it... maybe once in 3 years. However when I did not get my NEW credit card I called overseas bank (after mannny calls) to find out I had unpaid balance of $277 well over 90 days along with late fees.. penalties...etc credit card was closed, and bank will not re issue. I was given number to who made this charge and called to find out it is hotel in N.Y. Bottom line yes I did make a reservation and yes I called to cancel and yes I was told and confirmed no charge will occur. All I got was an email after this telephone conversation which I never opened to read except few days ago assuming it had the cancellation number but much to my surprise it confirm I cancelled but never mentions a conf #. I read it now it says sorry you can not make it hope to see you soon , wow! so what was the purpose of my call to check on my health??? If the transaction is too old to re credit and fix this problem. The hotel need at the Least to compensate me for some decent stay! Business Response /* (4000, 9, 2013/05/17) */ Dear ****** ******, I trust this email finds you well heading into the weekend. I have been in contact with Element New York Times Square West with regards to the cancelation of your November reservation. After speaking with the Management of the hotel, they have agreed to go ahead and refund the charge for the cancelation. The amount of the refund will be $277.75 USD. I know you indicated that you do not use that credit card and it may have since been canceled so I have arranged with the hotel for me to send you a check for the amount listed above. Please contact be back to verify the address we have on file for you so I can make the arrangements for you as soon as possible. If you still have the valid credit card I can have it refunded back to the credit card instead of processing the check. I await your reply to bring this matter to a close for you. Best Regards, Pamela Cameron CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I booked an SPG Hotel, via Starwoods, I thought I'd at least have a decent sleep (which is why you pay for a hotel) in TriBeca/NewYorkCity. Instead, I was charged for 12,000 points, was flat out lied to -- front desk telling me they are putting me on a SPG floor in a quiet room, when the floor or the room was not SPG and certainly was not quiet! I had checked in around 11:00 pm. and only needed a 7-8 hours stay, but I could not even have a decent sleep that night (floor/hallways/room/surroundings was too loud). The way I see it, I paid (via points) for a service I did not receive. You usually pay for a decent night of sleep/stay (that is what hotels are supposed to deliver) -- not for the location of the hotel or other amenities -- and I did not get that. (Furthermore, I was lied to and ignored, during my stay.) When I tried to raise my concerns to the hotel service manager the morning after, the line, which was absurdly long - due to the fact that the front desk could only accommodate two people max (which is unacceptable by a New York City TriBeca Hotel) and people were checking in and also checking out -- I had to wait more than 20 minutes to even talk to someone at the front desk (and before I could, I had to leave - after 20 mins - due to a departing flight). When a customer agrees to pay (with points or cash or credit card) for a hotel service the hotel agrees to a contract that they charge the guest in exchange of a service (service of providing a guest a room where he can sleeps for the night). Sheraton TriBeca failed to provide me a room that I can sleep and rest for the night, hence did not provide me that given service. Furthermore, the service was so bad that the issue was not addressed at the site, in time. I feel that if they did not provide me a room where I can peacefully sleep 7-8 hours before I check out, they are not entitled to any cash, credit, or points. (Any credit card or merchant for that matter would have returned the money or miles I've used gladly.) I would have to say that I've had better stays in 2.5 star hotels Product_Or_Service: Room

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am demanding that the hotel return my points for this stay, not 25% of it. (I stayed at Sheraton Wakefield in MA (which is a lower hotel than TriBeca in SPG standards) using only 1600 points per night (and they even give you back 500 if you don't use room service) - which was WAY BETTER. The amount of points I am charged for this stay in NYC/TriBeca that did not even provide me a basic need of SLEEP is exorbitant and completely unacceptable.

Business Response: Business Response /* (1000, 5, 2013/05/22) */ Dear Mr. ******, My name is **************; I am with the Consumer Affairs, Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, your case has been brought to my attention and I would like to offer my support and guidance to assist you in bringing this case to a close. After reading the information you had shared as well as the file that was opened by our corporate customer service department with respect to your recent stay, please accept my apologies for your experience with the Sheraton Tribeca New York hotel. I can definitely understand why you would feel frustrated and upset by your experience back in January and also by the lack of response from the hotel's Management. This is definitely not indicative of the type of service we extend to our members and that you can expect to receive from our hotels. As a gesture of goodwill, I have gone ahead and requested the entire amount of 12,000 starpoints be returned to your SPG account for you. I have requested this as a rush and they should be back in your account within 24 hours. Mr. ******, I do hope that your family emergency has long past with no further issues and look forward to meeting all your travel needs in the future. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called SPG regarding a stay at one of there hotels because I paid for a room I didn't receive as instructed to do by the hotel because I paid for the room with points I had purchased. I spoke with a man how basically told me that I got what I paid for even though I didn't get the room I was guaranteed to have, I belittled me and spoke like a child and told me that he didn't believe me but would give me back half of my points because I was complaining. I called back to speak with a supervisor so that they can address how rude the rep was and I was basically blown off.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am a SPG Gold member and dont feel I should be treated this way, I stay at SPG Hotels all the time and have several upcoming trips and this experience makes me never want to stay at a starwood hotel again. I should have received what I was promised.

Business Response: Business Response /* (1000, 5, 2013/05/16) */ Dear Ms. ******, My name is **************; I am with the Consumer Affairs Executive Division of Starwood Hotels and Resorts Worldwide, Inc. Through our internal channels, the claim you files with the BBB been brought to my attention and I would like to offer my support and guidance to assist you in bringing this case to a close. Please accept our apologies for the way this situation has been handled thus far and I am hoping to resolve this matter for you. Although I can see the transactions on your account, I do not want to speculate which stay this was regarding. If you would be so kind as to provide me with additional details as to which hotel you stayed at, I am more than happy to assist you with this issue. I await your reply. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Westin Peachtree Plaza does not deserve to be branded a Westin hotel. Wakeilo Towns does not deserve to be an employee of a reputable, national hotel chain.Wakeilo is the most condescending and disrespectful concierge I have ever worked with. He fails to understand the premises behind customer service. He blatantly ignores guests' requests and fails to respond to phone calls. He has an uncaring and unhelpful attitude that poses as a barrier to guest satisfaction. He seems bothered to help a guest, when in fact this is his job.Upon contact with the hotel's local management, ***** ******* Executive Assistant to the General Manager & Hotel Manager, was of little help to resolve this complaint. ***** merely asked for more details, without a sincere apology to the guest. ***** ****, Director of Front Office, was also unable to resolve this complaint to the guest's satisfaction. When the guest contacted **************** from the Consumer Affairs, Executive Division of Starwood Hotels & Resorts, she was also unable to resolve this complaint to the guest's satisfaction: "Without the additional information we will be unable to move forward." What does this statement mean? It means that the managers do not care about this complaint. Although this complaint was also copied and sent to *********** General Manager, and ************ Hotel Manager, these two senior managers failed to even follow- up or bother to respond to this guest complaint. This shows how little the Westin Peachtree Plaza Hotel is concerned about this complaint against one of their employees.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Significant compensation by way of Starpoints or free night certificates that are good for 3 free nights at ANY Starwood Property worldwide, with no expiration date and no limit on which hotel I choose and no limitations on the hotel category.

Business Response: Business Response /* (1000, 5, 2013/05/09) */ Contact Name and Title: ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@StarwoodHotels.com Dear Mr. ****** and to whom it may concern, As per our communications by email I am sorry that you are disappointed with our response however without additional specific information we must respectfully decline your request for goodwill or consideration in this matter. Please refer to my communcation which was shared and your responses to our requests as follows: Original Message Follows: ------------------------ Hi All, Although I have no more information to provide, I am waiting for your response. Sincerely, ****** ****** ________________________________________ From: *****@hotmail.com To: *****@starwoodhotels.com; *****@westin.com; *****@westin.com CC: *****@westin.com; *****@westin.com; *****@starwoodhotels.com; *****@starwoodhotels.com; *****@cbsatlanta.com Subject: RE: Your concerns /REDACT3131*****@StarwoodHotels.com3134REDACT Date: Sun, 5 May 2013 18:33:XX -XXXX Hi All, I know that you are trying to ask for additional information. But what benefits are there for me to supply you with the extra information? I have basically stated all of the information that is pertinent to this concern in previous email correspondences. To facilitate the resolution to this complaint, I have filed a formal complaint against the Westin Peachtree Plaza Hotel with the Better Business Bureau. The lack of concern about this complaint is ridiculous. Please "reply to all" for any future correspondences. Sincerely, ****** ****** ________________________________________ Subject: RE: Your concerns /REDACT3131*****@StarwoodHotels.com3134REDACT Date: Sun, 5 May 2013 14:24:XX -XXXX From: *****@starwoodhotels.com To: *****@hotmail.com CC: *****@westin.com Dear Mr. ******, Thank you for your communication. I know you have also been so kind as to share with ******, whom I have copied here for your convenience. Please do consider us your main points of contact. I am sorry if my apology below did not feel sincere in any way. We really need to gain your help to be able to share more and help us find the right answers. In terms of resolution we would need to get further information from you; we are really very sorry that you have obviously had a difficult experience and really do thank you for bringing it to our attention. Without guests like you it is very difficult to understand a guest experience, so that we can help we would need to know specifics with respect to when you interacted with Wakeilo. Can you please let us know as much specific information as possible? We would need stay dates and which guestroom you stayed in (we have internal tracking mechanisms within our systems) Did you bring your concerns to the attention of any of the management at the time they occurred? We hope to be able to pull information from many sources but need much information before we could take any action with Wakeilo or yourself. Once we have been able to do our research we will determine internally what actions would be taken with Wakeilo; as I'm sure you can appreciate we cannot take direct action until we have the details; it would be very unfair of us to take only one side of a situation and not look at it holistically. We believe in doing the right thing by both our guests but also by our employees and cannot accuse him of such neglect of our guests without further details. Mr. ******, please do share further information with us or extend a phone number where you may be reached and we will reach out to you. Without the additional information we will be unable to move forward. Warm regards and wishes for a wonderful rest of weekend! Jess ****** CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX From: ****** ****** mailto:*****@hotmail.com Sent: 03 May 2013 20:54 To: WP, Consumer Affairs Subject: RE: Your concerns Hello Jessica: The reservation was under a different name. Thus far, I have not heard a formal apology nor heard any measures on how to resolve this issue. Wakeilo Towns was more than disrespectful to me: he was blatantly rude, unfriendly, and unhelpful. Simple requests and questions turned into agonizing and painful interactions. All of my interactions were negative. He is not responsible. and he fails to promptly follow- up with a guest. He also is very lazy and does not want to bother to answer a guest's question, comply with a guest's request, or do some research (that he SHOULD know). How difficult is it to provide MARTA directions? How hard is it to tell me when a museum is open? It is not difficult nor out of the ordinary for me to ask for a restaurant suggestion. Wakeilo does not exhibit the vast knowledge of Atlanta that one would expect of a concierge. He does not even bother to build rapport with the guest and does not seem to care or even bother if a guest is at all happy with his services. I doubt that customer service or guest satisfaction is a word that is even in his dictionary. I am utterly upset and angry with his demeanor and very disappointed that Westin will hire and retain such an incompetent, irresponsible, lazy, unhelpful, rude, and disrespectful employee, allowing him to sit at the concierge desk in the lobby of a huge hotel (where guests can see and interact with him day in and out). I personally do not find my disappointment with him the least surprising. I have seen similar experiences and challenges of poor employee interactions (not necessarily concierge, but sometimes managerial staff, telephone operators, front desk staff, restaurant staff, etc) throughout other Westin and Starwood hotels. Speaking of which, the Westin in DC needs some help to avoid being on the "never stay" list. This is supposed to be the hospitality industry for crying out loud! Yet, why are some hotel employees so disrespectful and rude to hotel guests who are paying to stay here? As a guest, I can easily promise myself NEVER to choose to stay at the Westin Peachtree Plaza again in my life and instead go to many wonderful hotels throughout Atlanta that offer far better service! What is so unique about the Westin that I **have** to stay here? I can just as easily avoid Starwood Hotels & Resorts all together and go to Omni at CNN Center, Grand Hyatt Buckhead, Intercontinental Buckhead, Four Seasons Atlanta, etc... just to name a few... it just makes me wonder! Uhmm... the Hyatt Regency Suites in Marietta looks kind of appealing! I don't **have** to stay downtown. I would much rather travel downtown and stay in the suburbs if I can have a better hotel experience and not have to put up with someone like Wakeilo Towns! Life would be so much happier. Why spoil an otherwise amazing visit to Atlanta? For the record, the Westin Peachtree Plaza will be XXXXXx better without Wakeilo. Why keep him on staff? By the way, he shouldn't go to another hotel either-- to avoid that hotel being added to the "never stay" list also. Sincerely, ****** ****** ________________________________________ Subject: Your concerns Date: Fri, 3 May 2013 13:43:XX -XXXX From: *****@starwoodhotels.com To: *****@hotmail.com Dear Mr. ******, Thank you for reaching out to our senior leadership team about your experience. Please accept our apologies for the situation you describe in your email. We would very much like to research the information you have so kindly provided; if there is a telephone number which I might reach you on or other information you might be able to give we would be most thankful. We were unable to locate a reservation under your name and perhaps you could share if there was one created under a different name. Once again, Mr. ******, thank you for your time and we look forward to hearing back from you at your earliest convenience. Warm regards, Jess ****** CONSUMER AFFAIRS, EXECUTIVE DIVISION T XXX-XXX-XXXX STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX 2013XXXXXXXX Consumer Response /* (3000, 7, 2013/05/14) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) I do not accept the company's response. However, I do not want to continue pursuing this BBB complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I the SPG account holder booked and stayed several times unrewarded. Payment was made by my husband with communal monies. Starwood is withholding points due to hotel stays booked in my name and paid by credit card in my husband's name. Our credit card is communal and is paid by a joint account. Both myself and my husband stay together for all visits and we should be viewed as one entity when booking. Not one time did staff tell us we were not getting points for our stays although they knowingly booked us in using SPG account.

Desired Settlement: I would like some compensation for the nights spent and no rewards.

Business Response: Business Response /* (1000, 5, 2013/04/23) */ We sent the following email to the guest on April 23, 2013: Dear Ms. ******, Thank you for taking the time to share your comments with the Better Business Bureau. I am happy to assist you with this. My name is Pamela Cameron and I am with the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. In researching your situation, I see that several stays have been posted to your account on April 19, 2013 by the Supervisor of our Social Media team. As per the terms and conditions of the SPG program, in order to earn the stay and night credit for any stays, the member must stay and pay for the room personally. As memberships are individual, and cannot be shared between members, if you are travelling together and the reservation is made in your name, then you must pay for the stay with your credit card. We do allow unlimited transfers between account that have the same address on file. It may be beneficial to have your husband also sign up for his own SPG account. That way if he is going to be paying for the stay, then the reservations can be made in his name using his SPG account and if he so decides, he can transfer the starpoints to your account so you can keep all the starpoints in one account for redemption. Ms. ******, we appreciate you taking the time to share your experience with us. Input like yours is helping us shape the ideal customer service experience for the future. We look forward to your next stay with us. Best Regards, Pamela Cameron CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service
4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was charged extra money for incidentals. I was never made aware of these charges and was never informed of what the charges were actually for. I have left voice mail messages with the hotel manager with no response

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like 1/2 off my hotel bill refunded for being asked to leave at 4am in the morning and I want the $115 dollars in incidental charges refunded as well.

Business Response: Business Response /* (1000, 5, 2013/03/27) */ Sent the following email to the guest on March 27, 2013 Dear Mr. ******, We received your recent correspondence to the Better Business Bureau regarding a recent stay you had at one of our hotels. Regrettably, the name of the hotel and dates of stay were not provided. I would be happy to look into the matter for you if you would be so kind as to provide the me with the name of the hotel, dates of your stay and the confirmation number if you have it. Once I receive this information I can follow up accordingly with the hotel. I look forward to hearing from you soon. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX Business Response /* (4000, 12, 2013/04/05) */ Dear Mr. ******, We received information from the Better Business Bureau with regard to your stay at the Aloft Green Bay. Thank you for sharing the information with us. Upon reading your comments I reached out to the General Manager of the hotel. Ms. ******* shared with me the details of your stay and what transpired during your time at the hotel. I understand that Ms. ******* contacted you via email recently and shared with you that the charge was for the noise disturbance caused to the nearby guests. The hotel has advised us that regrettably you were escorted out of the hotel by police due to several noise complaints and the hotel had to make accommodations for other guests as a result of the inconvenience. If you have any additional questions or concerns, we suggest you reach out to Ms. ********* *******, General Manager of the hotel. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX Consumer Response /* (4200, 14, 2013/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is only explaining what happened from their perspective. This is not an effort at resolution. Their explanation for the additional charges is incoherent at best. To imply that I was charged for the inconvenience of other guests is troubling given I was never aware of the inconvenience before being asked to leave. Nor was I aware of the "substantiation" for these charges. If I were to have walked down every corridor in the hotel yelling, would I then be charged a made up amount per every room they have? What would the amount be? Would it be charged per room or per customer? Would this amount be allowed to reach into the tens of thousands of dollars then? Where does this stop? Is there no due process or explanation given to the customer before these charges are realized? Aloft not only asked me to leave their facility improperly but they arbitrarily attached a monetary number to their accusations. Apparently Aloft is under the impression that they are the judge, jury and executioner when it comes to both charging a customer arbitrarily and how much that charge should be. I vehemently disagree. Business Response /* (4000, 16, 2013/04/18) */ We apprecaite Mr. ******'s complaint, although his perspective on the matter is different from the hotel. The Aloft Green Bay is independently owned and operated. This Hotel utilizes the Aloft 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. We respectfully decline his request for any from of refund or adjustment, and encourage that he speak directly with the hotel management if he feels that these charges are unjustified in any way. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

4/22/2013 Problems with Product/Service
4/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Starwood Hotels:This compliant is in reference to our stays under the reservation numbers XXXXXXXXX, XXXXXXXXX, and XXXXXXXXX.Our SPG Gold membership number is XXXXXXXXXXX.We had always had great expectations whenever we stay at a Starwood Hotels property. We were really disappointed from our stay at the Walt Disney Dolphin Resort. The level of service we received during our stay is mediocre at best.Here are the things that went wrong with our stay:- Our check-in time took over an hour. I had called the hotel weeks in advance to have our rooms to be connecting rooms. We were told that connecting rooms were not possible during check-in. We were traveling on a family trip with 6 young children so having connecting rooms was imperative. We ended having rooms on the opposite end of the same floor.- The crib was not delivered after the first request at the front desk. I had to call the front desk again to have the crib delivered. Our infant missed her nap time because of this tardiness.- Two of the rooms, #XXXXX and #XXXXX, had cigarette smoke smell when we checked in. We had specifically requested no-smoking rooms. Two of our children have asthma issues so we were really worried by the smoke. When we called in to the front desk to request different rooms we were told rudely that no other rooms were available.- Room service failed to replace the tea/coffee. Room service also left dirty cleaning rags in the bathroom.Please take the appropriate action to correct these issues so future families visiting the Walt Disney Dolphin would enjoy their stays more. Thank you for looking into this matter.Regards,My ******XXX-XXX-XXXX Product_Or_Service: Hotel Stays Account_Number: Reservation #'s: 52

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please take the appropriate action to correct these issues so future families visiting the Walt Disney Dolphin would enjoy their stays more.

Business Response: Business Response /* (1000, 5, 2013/03/29) */ Contact Name and Title: ************** Contact Phone: XXX-XXX-XXXX Contact Email: *****@starwoodhotels.com Dear My, Please accept our apologies for your experience at the Walt Disney World Dolphin. This certainly isn't the personal and renewing vacation we wish to offer our Starwood Preferred Gold members or their families. Please be assured that we have connected with the hotel management to discuss, and they will be reviewing with the appropriate team leadership to ensure a higher level of care and diligence with how they handle guests requests. While things like connecting rooms are based on availability due to the high demand, other aspects like the presence of cigarette odors and cleaning rags are certainly something which can be addressed. We appreciate you sharing this information with us, and I am confident this will be valuable in improving the level of guest experince we offer. Thank you once again for sharing. Consumer Response /* (-5, 10, 2013/04/22) */ Message to Starwood Hotels & Resorts: A total of 100,000 SPG points were spent for the referenced stay. Is it possible to receive a partial or full credit of the points as compensation? Thank you for your attention to this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regards to the W Hotel in Hollywood, on Hollywood Blvd.Their advertised Parking rates on their official website are blatantly false and misleading.If you go to the official W Hotel website, the Restaurants page clearly states the parking rates with restaurant validation. See here:http://www.starwoodhotels.com/whotels/property/dining/index.html?propertyID=1789HOWEVER, there is a HIDDEN rule that states that all those rates are null and void after 10pm! Only AFTER getting totally suckered into their scam, did I go home and delve deeper into their website and did find a page that mentions this After 10pm rule. See here:http://www.starwoodhotels.com/whotels/property/features/attraction_detail.html?propertyID=1789&attractionId=XXXXXXXXXXHOWEVER, this page states rates should be $20 with validation after 10pm. Sowhy did I get charged $31?! WITH restaurant validation? Because THEY CAN!VERY unfair and blatant false advertising. Product_Or_Service: Parking

Desired Settlement: DesiredSettlementID: Other (requires explanation) I expect them to desist with these false practices and either change their website information or charge what they actually advertise.

Business Response: Business Response /* (1000, 5, 2013/04/02) */ Dear Mr. ******, My name is ************** and I work in the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, Inc. I received a copy of your complaint from the Better Business Bureau with regard to the parking issue at the W Hollywood. Upon reading your comments I visited the website for the hotel. I was able to locate the information on the main website that refer to the parking charges. I also viewed the information for the restaurant and viewed what they have listed. While the information is similar, the details about the charges after 10:00 pm only appear on the main website. I have forwarded the information you found as well as what I found on the website to the hotel's Management team so they can take a look at what is listed and make any necessary corrections so the information is clear and correct. As a gesture of goodwill I would like to offer you the a refund of the parking charges. If you would be so kind as to confirm that the address I have on file is correct. I am happy to send you a check for that amount. The address I have for you is the following: **** ******* Ave Encino, CA XXXXX Mr. ******, we appreciate you taking the time to share your experience with us and my apologies for the inconvenience. 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. I look forward to hearing from you soon. Best Regards, ************** CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE CAED -T XXX-XXX-XXXX SPG EXEC - T XXX-XXX-XXXX FAX XXX-XXX-XXXX STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT XXXXX REFERENCE: 2013XXXXXXXX Consumer Response /* (-5, 8, 2013/04/08) */ They have asked for confirmation of my mailing address. Please allow me to confirm to them that it is my correct mailing address, however, if their response is publicly posted, I do not wish to have my address included in a public post. Thank you. Consumer Response /* (-5, 11, 2013/04/12) */ I was asked by the company for confirmation of my home address. I don't know if they received it via my response here on BBB.org. I also emailed her personally, and have not heard back. I also want to make sure that my home address which she included in her response is not posted online. Please respond to me and confirm. Thank you. ****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed at the Orlando Conference Property January 8th 2013 to January 9th 2013.I purchase a TUMI backpack from the outlet mall.I put the backpack in the front closet of the suite I stayed in.The backpack was still in the bag and sitting in the luggage rack inside closet.When I realized I had forgot the item I was at the airport and called right away.The lady at the front desk said the room had not been cleaned yet and she would send someone up to look and call me back.I never received a call so I called back when I arrived back in Michigan.I spoke with a gentleman that stated there was no note or anything involved with my account?I had emailed numerous times and called the property several times only to be told someone will be in contact?I have heard this for months now.I will not let this go as I paid 295.00 for this.The Tumi Super Mono Compact Ducati backpack is only available at certain locations and the Tumi store in Orlando had this available.For the last 3 months i have been given the run around and been told to many different stories.I love this property and have never had a complaint until now and cannot get a answer?I asked for protocol and was told that it is 5 days.I called every day for a week to see if there was any updated let alone numerous emails to corporate and direct property. Product_Or_Service: Tumi

Desired Settlement: DesiredSettlementID: Replacement I just want the backpack to be replaced.The item was new and was purchased from the Tumi store direct.

Business Response: Business Response /* (1000, 5, 2013/03/26) */ Contact Name and Title: ************, Consme Affr Contact Phone: 203-964-6495 Contact Email: consumer.affairs@starwoodhotels.com Please see the response from the hotel: From: ********** mailto:**********@westinimagineorlando.com Sent: Monday, March 25, 2013 1:51 PM To: **, Consumer Affairs; ***************@westinimagineorlando.com Cc: *************@westinimagineorlando.com;***********n@westinimagineorlando.com Subject: RE: BBB Complaint Case#84116256(Ref#84-1000382-84116256-4-300) FILE: 201303211930 Hello, We have agreed to compensate Mr. XXXXXXX for the cost of his lost backpack. We have been in contact with him since Friday and will be sending him a check for the amount of $236.00 today. He has agreed to the $236 compensation and we have email correspondence to back this up. Thanks ********** Director of Rooms THE WESTIN ORLANDO UNIVERSAL BOULEVARD 9501 Universal Blvd Orlando, Florida 32819 T. 407.233.2945 F.407.233.2960 Consumer Response /* (-5, 8, 2013/03/27) */ First I want to say that I never wanted to come to this.The Starwood properties are by far the best properties that I stay at all over the US and other countries I have previously stayed at.The property itself had some miscommunication with workers and shift changes.I want to say thank you and I am sorry for going this far as I will continue to stay with them as I continue to travel.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/26/2013 Problems with Product/Service
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