Starwood Hotels & Resorts Worldwide

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

Dear Mr [redacted] Thank you for taking the time to connect with usPlease accept our apology for your recent experience transferring Starpoints to [redacted] Airlines In reviewing your account, I do see that you made the airline transfer on April 7thFrom what you have described, an e-mail was sent to you advising of a – day turn aroundThe Starpoints have still not shown in your [redacted] Airlines accountWhile I understand that you are upset over this, I do need to look into this furtherAfter looking at your account, I do see that a request to look into the transfer was madePlease know I have asked this to be expedited and hope to hear back from this department later todayThe e-mail you received confirming the transfer, was that an automated e-mail or was it sent by an agent you were dealing with? Would you be able to forward that e-mail to me for review? [redacted] I understand this has been a frustrating situation for youIn dealing with the inquiry over your transfer, I have also looked into having your Starpoints returnedOnce I hear back from that department, I will let you know Your continued loyalty to the Starwood Preferred Guest community is greatly appreciatedIt is my hope your next experience with us is much more positive Best Regards, Nicholas S [redacted] EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT

Dear [redacted] Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, IncThrough the Revdex.com, your concerns file have been brought to our attentionPlease accept our apology for your recent experience with your billing On your behalf, we would like to investigate this further and ensure it is brought to an appropriate resolution Regretfully, we are unsure of which one of our 1,+ properties your stay was at If we could please ask you reply back with the full hotel name, city and your confirmation number, if known, we would be happy to look into this further for you [redacted] we appreciate you taking the time to share your experience with usYour comments and patronage are invaluable in helping us identify opportunities for improvementInput like yours is helping us shape the ideal customer service experience for the future We look forward to your reply Best Regards, Richard B [redacted] Executive Consumer Affairs Guest experience intelligence t ###-###-#### F ###-###-#### starwood hotels & resorts One starpointStamford, connecticut Reference#[redacted]

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

Our offices have contacted [redacted] to discuss her feedback and re-affirm our support for the hotel The safety and well being of our guests remains paramount in all that we doTheir guest room was inspected, and no mold was identifiedThis was confirmed by management and the guests during their stay Other guests were encouraged by members within the group to report the same concerns in the interest of obtaining complimentary nightsAll rooms in question were inspected, with no mold identified in any of the rooms reportedThe hotel management did refund one night to [redacted] solely as a gesture of goodwillAll further refunds have consistently been respectfully declined, as has the request for any medical expensesWe have encouraged them to follow up with their personal insurance provider regarding such matters, as is rightThe is the final position of both the Sheraton Indianapolis Hotel at Keystone Crossing, with the full support of the Executive Office for Starwood Hotels & Resorts WorldwideThank youZachary A [redacted] Consumer Affairs, Executive DivisioN T ###-###-#### Starwood Preferred Guest Executive office t ###-###-#### FAX ###-###-#### Guest Experience Intelligence starwood hotels & resorts One StarPoint Stamford, CT, Reference: [redacted]

Good afternoon [redacted] , "Garamond","serif Thank you for your patience while I reviewed your concerns with the management at the [redacted] I am glad to report that the hotel has refunded the stayThe refund will go through [redacted] to the credit card provided to themThis process can take up to 7-days to view on your bank statementIf you do not see it sometimes it is worth speaking with your banking institution as they can see more deeply into your accountIf however you wish to reconnect I’ll be happy to do so Due to the height restrictions at the hotel’s parking facilities, as I understand was the concern your vehicle would not fit where the complimentary parking is locatedI was glad to learn that the hotel did offer an alternativePlease know we believe in coaching and educating associates so we are grateful for your feedback We truly appreciate you letting us explore this further to assist you [redacted] , I hope you have a wonderful day ahead! Sincerely, Taylar H [redacted] Consumer Affairs, Executive DivisioN T ###-###-#### Starwood Preferred Guest Executive office t ###-###-#### FAX ###-###-#### Guest Experience Intelligence Tell us why here

The following was sent to [redacted] by the hotel management directly on December 20th: Dear [redacted] I tried to reach you via phone however I was unsuccessful Just wanted to sincerely apologize for the billing error and that upon reviewing your case I have spoken with our accounting department to resolve the error immediately In summary your prepaid [redacted] reservation will be covering the room and tax charges for the nights of the 16-19th and the only other charge you will have will be for the night of the 15th which was not included in the initial Priceline reservation If you have any further questions please feel free to contact us Sincerely, [redacted] Assistant Front Office Manager [redacted]

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

From: WP, Consumer Affairs Sent: July 17:58To: [redacted] *** Subject: Your Starwood Preferred Guest account Dear Mr***, Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest accountYour comments have been forwarded to our attention and I appreciate the chance to review these First of all, it was a delight to learn of your loyalty since May, As one of our esteemed Gold members, we do hope you are enjoying your stays with us and that we may continue to welcome you back for years to come I was concerned to learn of our colleagues handling of your Best Rate Guarantee claim and that it was not processed in a timely mannerIt’s my understanding that this was already escalated within the appropriate department to ensure this does not happen againWe’re glad to see that they honoured the rate despite not being able to verify its authenticity with the third-party website I was also sorry to learn that you feel that you were misinformed about what qualifies as a stay and what qualifies as a nightIf you remember the name of the person you spoke with and time, I’d welcome the opportunity to follow up on this furtherThis information is not something we chose to not to disclose to our members and is also available on our websiteIf you click on the following website you will find the information listed there Mr***, I appreciate the chance to connect with you personallyI remain at your disposal and look forward to hearing further from you Sincerely, (Ms) [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution(contacting the [redacted] General Manager on my behalf, asking for a one time refund) is satisfactory to me Sincerely, [redacted]

I have ensured that [redacted] account is unlockedi have also personally called him and left a message to assist in verifying his account and following up with anything else he may requireBest Regards, Zachary A [redacted] Consumer Affairs, Executive DivisioN T ###-###-#### Starwood Preferred Guest Executive office t ###-###-#### FAX ###-###-#### Guest Experience Intelligence starwood hotels & resorts One StarPoint Stamford, CT, Reference: [redacted]

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

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

From: [redacted] Sent: June 18:31To: [redacted] ***Subject: Your Starwood Preferred Guest account Dear Mr***, Thank you for taking the time to contact the Revdex.com regarding your Starwood Preferred Guest accountI appreciate the opportunity to review the comments you have shared I was concerned to learn of your feedback pertaining to your forfeited [redacted] It’s also unfortunate that you were not able to travel with us for a period of time, but hope you are continuing to heal and wish you all the best on your way towards recovery Our membership accounts do become inactive if a member does not stay with us or does not have any [redacted] activity with us within a month periodSubsequently, the [redacted] in the account will then expireAs a member of ours since 2007, we do have an expectation that you would be familiar with such informationRegardless, we hope that ours and our colleague’s interactions may have been of help to prevent this from transpiring againI would encourage you to visit [redacted] for additional information regarding Starwood Preferred Guest Based on your loyalty with us since and with understanding of the circumstances you have shared, we would be delighted to make an exception for youShould you have an additional eligible paid stays with us by the 9th of October, 2015, I would be happy to return your remaining [redacted] Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you Mr***, we are grateful for the time you have taken to share your feedback with usIf you have any questions, please feel free to let me knowWe look forward to welcoming you back to stay with us again Sincerely, [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISION

The guest was contacted by the hotel apologized to and offered gestures that resolved the matterI have left the guest messages and we are yet to connectAcknowledgement from the hotel confirms he was satisfied with the gestures offered [redacted]

From: SPG Executive Office, [redacted] Sent: June 17:30To: [redacted] [redacted] Subject: Your Starwood Preferred Guest account Dear Mr***, I hope this email finds you well and that you have had a wonderful start to your dayThrough our internal channels, your connection with the Revdex.com has been brought to our attentionI appreciate the opportunity to review the comments you have shared regarding your Starwood Preferred Guest account I was concerned to learn that the Starpoints on your account had been forfeitedIf a member does not stay or have any activity with us within a month period, our membership accounts do expireHaving looked at your account, I can see that this also happened in when it was reinstated and Starpoints returnedGiven this and as you have been a member of ours since 2007, we do have an expectation that you would be familiar with such informationNonetheless, I am certain that your communication now will be of help to prevent this from transpiring againI would encourage you to visit [redacted] for additional information regarding Starwood Preferred Guest Having looked at your account, I can see that Starpoints has been agreed to be returned to you as a gesture of goodwillWe would be delighted to make an exception for you and offer the following; should you have an additional eligible paid stays or eligible paid nights with us by the 30th of October, 2015, I would be happy to return the remaining StarpointsOnce these stays have been posted to your account, please do let me know and I will personally ensure these are returned to you Mr***, we appreciate the chance to connect with you personallyI remain at your disposal should you have any questions; we are delighted to welcome you back to stay with us again Sincerely, [redacted] Consumer Affairs, Executive DivisioN

Ms [redacted] information was shared with our office, and I did respond accordinglyI have also addressed her comments regarding the verbiage in our Terms and Conditions She has stated that there is no provision which does clearly state the competing rate must be available at the time of processing the complaint Our terms and conditions do clearly state that for the Competing Rate to be valid, it must be a currently available lower published room rate available online or on a mobile application for the same [redacted] Hotel, the same dates, the same number of guests, the same room type, with a similar view and room size, and include similar or additional value-added amenities (e.g., free breakfast)it also further clarifies that for purposes of comparing the Competing Rate and the rate available on the [redacted] Websites, only the Competing Rate and the rate available on the [redacted] Websites that are each available at the time the applicable claim is processed will be considered by Starwood I have shared this information with Ms [redacted] directlyThis claim was reviewed and denied fairly based on the Terms and Conditions for submissionWe have worked in good faith to review the concerns she has presentedOur offices do and will continue to respectfully decline to compromise the integrity of the Best Rate Guarantee program solely in the interest of satisfying Ms [redacted] personal expectationsHowever, we hope she continues to make use of our Best Rate Guarantee in the future should a need arise, and look forward to welcoming her should she choose to stay with us in the future Thank you Best Regards, [redacted] Consumer Affairs, Executive Division Guest Experience [redacted] Preferred Guest Executive Office [redacted] [redacted]

To whom it may concern, please see our response to the guest: From: WP, Consumer Affairs Sent: June 18:05To: [redacted] ***Subject: RE: Your reservation with the Westin Savannah Harbor Golf Resort & Spa Dear Mr [redacted] Thank you for your response It’s regretful to see that the dates are not included on the screenshotI’ve also reviewed the information you have previously shared with us, which appears to be identical to this screenshotWhilst I understand that our associates confirmed that an error appeared on our website, based on the information provided this was a mistake by themWe do keep track of errors which occur on our website so we can take appropriate responsibility for thisTo our knowledge, there were none reported of this nature at the time you were attempting to confirm your reservation [redacted] in light of the previous communication from my colleague I would be happy to offer you 5,Starpoints as a gesture of goodwillWe hope you will enjoy this as a gesture of goodwill to create new positive experiences with us and our distinctive destinations Sincerely, Chris (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

From: WP, Consumer Affairs Sent: July 15:26To: [redacted] Subject: Your recent experience with the [redacted] Dear Mr [redacted] , Thank you for taking the time to contact the Revdex.comYour recent stay and interactions with the [redacted] was brought to our attention by themPlease accept our sincere apologies for the disappointment this has caused you I was concerned to learn of the lack of assistance with returning your electric shaverFrom the information you have shared, I agree with you that the hotel could have made an effort to try to deliver it at the airport with the shuttleIf this was not possible, the postage fee should have been clearly communicated to you prior to sending it to you [redacted] , the Front Office Manager, has shared with us that she has personally connected with you to apologizeThey will be arranging for a refund of the postage fee ($22.72) which should be credited within to business days Mr [redacted] , as one of our esteemed members, I want to thank you for taking the time to contact the Revdex.com to share your commentsI hope you will allow us the chance to welcome you back again, as I’m confident that your future stays with us will be pleasurable in every aspect Sincerely, [redacted] Consumer Affairs, Executive DivisioN

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