Starwood Hotels & Resorts Worldwide

We sincerely appreciated the chance to review thisIt turned out that the systems were not responding correctly to the request of the reservationist and also the guestI did reach out to the hotel and the guestThe hotel was in a position to offer the accomodations that were requestedI did not hear back from the guest after my message was leftThe issue technical issue seems to have been resolved on our end

To whom it may concern, please see the following response sent to the guest: Roman From: [redacted] Sent: June 19:23To: [redacted] Subject: Your recent experience with the [redacted] Dear Ms [redacted] , Thank you for taking the time to share your feedback with the Revdex.com regarding your recent stay with the [redacted] ***Please accept our sincere apologies for the disappointment your interactions with them have caused you I was concerned to learn of the hotels lack of assistance when alerting them of the $chargeStarwood strives to deliver the highest level of Customer Service; however what you have described is not reflective of thisI can assure you that what you have experienced is an exception, not the rule It is my understanding that [redacted] , [redacted] Experience Specialist, has emailed you to sincerely apologizeA refund of $is being processed to your [redacted] card and a folio reflecting this has also been sent to youIn addition to this, [redacted] has also extended her personal assistance should you return to their hotel in the future Ms [redacted] , we appreciate the time to review your feedback and the time you have taken to share this with usI hope you will allow us the chance to welcome you back again, as I’m confident that your next stay with us will be pleasurable in every aspect Sincerely, [redacted] Consumer Affairs, Executive DivisioN

MrBrown was sent the following email today: Dear [redacted] Thank you for connecting with the Revdex.com regarding your concerns about eligible charges within Starwood Preferred GuestWe appreciate the opportunity to also review your feedbackI do apologize that you feel you have been misled in any wayYou have been a Starwood Preferred Guest member for many years, and it’s disappointing that the information relating to eligible charges has remained unknown to you for such a significant period of time.We do clearly list Priceline as one of the third party vendors for which stays are ineligible in our Starwood Preferred Guest Terms and Conditions: An "Eligible Rate" is the rate an SPG Member pays for a stay in a guest room at an SPG Participating Hotel unless: (1) the guest room was booked through a tour operator, online travel channel or other third party channel including, without limitation, expedia.com, hotwire.com, priceline.com, orbitz.com, booking.com, travelocity.com, ctrip.com, and elong.com These terms do need to be reviewed and agreed to as part of participation in the programFood and beverage charges over the amount of ten dollars should remain eligible regardless of the rate on which you have stayedI do see that our teams have already confirmed that with you, and provided the necessary information to forward any receipts you have for creditRespectfully, we will need to decline to provide Starpoints or stay credit on ineligible ratesProviding Starpoints and stay credit to you where we would decline to do so to others would be inconsistent and unfair to those who abide by the eligibility requirementsHowever, we look forward to you sending the necessary information to our Research Department to follow up on your food and beverage chargesIf you prefer to forward those to me, I can ensure your SPG account is credited accordingly alsoWe do thank you for sharing your experience with usThis kind of feedback allows us to ensure we are doing the right things for our guestsIf there is anything further we can do to assist in your travels, please do feel free to connectBest Regards, [redacted] Consumer Affairs, Executive Division T 203-964-Starwood Preferred Guest Executive Office t 203-964-FAX 203-964-Guest Experience Intelligence Starwood Hotels & Resorts One StarPoint Stamford, CT, Reference:

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have provided the [redacted] 's location as the one in [redacted] near the [redacted] International Airport Please follow up and refund me Sincerely, [redacted] ***

From: WP, Consumer Affairs Sent: Thursday, June 19, 9:AM /> To: ' [redacted] Subject: Your connection with the Revdex.com Greetings MsXXXXX: Thank you for connecting with the Revdex.com On behalf of Starwood Hotels & Resorts Worldwide, Inc., please accept our apologies for your recent experience with [redacted] We have reviewed the customer service file you created on the 9th of May, We have also reviewed your Starwood Preferred Guest account I am confirming you were given 12,Starpoints, which were used for one complimentary night in this resort Further, on the 14th of May, the 5,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 [redacted] was relaxing and renewing We look forward to welcoming you again very soon With Kind Regards, [redacted] Consumer Affairs, Executive Division t ###-###-#### F ###-###-#### starwood hotels & resorts One starpoint stamford, CONNECTICUT FILE: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, Bryan P***

Dear [redacted] Through our internal channels, your concerns with the [redacted] were forwarded to my attentionWe appreciate the opportunity to address the feedback you chose to share through the Revdex.com I am sorry to hear about the challenges with your stayWe would not expect any guest to have challenges with the drainage in their shower, or for breakfast to not be delivered as promisedIt was encouraging to learn that the hotel management generously offered 10,Starpoints to youThis gesture provides a complimentary night to you at their hotel, or an equivalent category of hotel participating in SPG It seems the request for the Starpoints was not entered correctly; our teams have assisted in ensuring the Starpoints are now posted to your SPG accountI do not believe it is accurate to state there was no value or worth in your stay of any kindAccordingly, we will respectfully decline your request for a full refundHowever, it is our hope these Starpoints contribute towards a positive experience with us in the future [redacted] , we thank you for your patronage as a Starwood Preferred Guest and for sharing your feedback with us and forIt allows us to ensure we are doing the right things for our guests Best Regards, Zachary A [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISION T ###-###-#### STARWOOD PREFERRED GUEST EXECUTIVE OFFICE T ###-###-#### FAX ###-###-#### GUEST EXPERIENCE INTELLIGENCE STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CT, REFERENCE: [redacted]

Complaint: [redacted] I am reviewing this response as we continue to talk about a reasonable solution If you could take a minute to help me understand the Starwood point system and what has been added to my account, I really appreciate it I hold Starwood in high regard and really think that the Westin staff was not only wrong, they went about it in a less than helpful way Sincerely, [redacted]

Complaint: [redacted] 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, [redacted] ***

Dear [redacted] Thank you for taking the time to contact the Revdex.com regarding your recent experience with the [redacted] by [redacted] Please accept our sincere apologies for the inconvenience caused by this stayI was concerned to learn that your room was not to your expectations and that our colleagues interactions were not reflective of the comforting service we strive to provide at [redacted] by [redacted] locationsAny concerns relating to safety and security are a priority of ours; however situations such as the one you described should be handled in an appropriate mannerI apologize if your experience was not reflective of this and want to assure you that it was an exception, not the ruleThe [redacted] by [redacted] is a franchised property, which is independently owned and operated This Hotel utilizes the [redacted] by [redacted] trademarks and logos pursuant to a License Agreement Neither Starwood Hotels & Resorts Worldwide, Inc(“Starwood”) nor its subsidiaries or affiliates, including the licensor, has any ownership interest or day-to-day control over the operations of this HotelTherefore, I have copied [redacted] ***, General Manager and have asked her to follow up with you personallyFor any questions moving forward, I would encourage you to connect with her directly so she may address these [redacted] ***, as one of our esteemed Gold members, I appreciate the opportunity to review your feedbackI hope you will still consider our locations for your future stays, as I’m confident that these will be pleasurable in every aspect Sincerely, [redacted] Consumer Affairs, Executive DivisioN T [redacted] Starwood Preferred Guest Executive office t [redacted] FAX [redacted] Guest Experience Intelligence Ref [redacted] starwood hotels & resorts One StarPoint [redacted] &nbs

Complaint: [redacted] just because a business does not maintain their website adequately and makes it very confusing for a customer is not a reason that they should be able to not one of their customers needs and provide good customer service and the fact that they're looking for such loopholes to get out of providing such good customer service is very sad I am rejecting this response because: Sincerely, [redacted] ***

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 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

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 I am just waiting for the money to show in my account It is not in there yet Sincerely, [redacted]

The 1,Starpoints were confirmed in [redacted] 's SPG account todayOur offices have responded to [redacted] to confirmWe have fully evaluated his concerns, and believe the gestures offered to him to be appropriateWe will be declining any further gestures, and understand that decision may not meet with his personal expectations for resolutionWe do consider this matter closed in full at this timeBest Regards, Zachary A [redacted] Consumer Affairs, Executive Division T 203-964-Starwood Preferred Guest Executive Office t 203-964-FAX 203-964-Guest Experience Intelligence Starwood Hotels & Resorts [redacted]

From: WP, Consumer Affairs Sent: June 19:07To: [redacted] Subject: Your recent experience with Starwood Dear Mr [redacted] , Thank you for taking the time to contact the Revdex.com regarding your experience with one of our hotels in [redacted] Please accept our sincere apologies for the disappointment your interactions with them have caused you personally We noted in your comments that you had referred to this as relating to an upcoming stay in May, May we kindly ask if this is correct or if this is in reference to a future stay? If you could also kindly clarify which of our hotels in [redacted] this is referring to, it would be much appreciatedWe would welcome the chance to review this further Mr [redacted] , as one of our esteemed members, I appreciate the chance to connect with you personallyI remain at your disposal and look forward to hearing from you Sincerely, [redacted] Consumer Affairs, Executive DivisioN

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 hotelI 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 thisI 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 -- [redacted] Front Office Manager SHERATON BROOKLYN NEW YORK HOTEL Duffield Street, Brooklyn New York We have also sent the following email to the guest; From: WP, Consumer Affairs Sent: February 15:30To: Ha Dinh Cc: [redacted] ***Subject: Your recent stay with the Sheraton Brooklyn New York Hotel Dear MrDinh, Thank you for taking the time to connect with the Revdex.com in relation to your stay with the Sheraton Brooklyn New York Hotel in 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 [redacted] 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 HotelYour frustration and disappointment is understandable Copied in this email is [redacted] ***, the hotels Front Office Manager, who has attempted to connect with you to discuss this further and also to extend their sincere apologiesWe hope you have had the chance to and that you together have found a resolution to your concerns MrDinh, thank you once again for taking the time to write and share your experience with usWe 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 experiencesWe 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

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

To whom it may concern, please see the latest communication we have had with the guest below; From: WP, Consumer Affairs Sent: August 12:21To: [redacted] Subject: RE: Your recent experience with the Four Points by Sheraton [redacted] Dear [redacted] , Thank you for your response; I hope you are having a wonderful Friday It is concerning to see that [redacted] may have presented this document to you with the name of Four Points by Sheraton [redacted] *** on itSuch a document has not been provided by our hotelOur recommendation would be to contact the [redacted] directly for clarificationI hope they can answer any additional questions you may have relating to this Sincerely, [redacted] Consumer Affairs, Executive DivisioN From: [redacted] Sent: August 19:05To: WP, Consumer AffairsSubject: Re: Your recent experience with the Four Points by Sheraton [redacted] Request was made by the security guard at the [redacted] who works your property and the [redacted] as wellThe request at your property was made by your staffThe document was shown to meIt would be in your best interest to collect the video tape of that morning so you can ask the security guard for the document with your companies name on itThere is a phone record so calling the police that involve lies does not work