Starwood Hotels & Resorts Worldwide

Complaint: [redacted] I am rejecting this response because:it doesn't address any resolution to my issuesThey also contacted me with the same responseHere is what is responded to them: [redacted] Thank you for your responseI assure you at this point due to the runaround I have had, I will not be patronizing [redacted] nor [redacted] ever againI have made no less than phone calls between the local [redacted] and [redacted] Each time I was told to contact the other as they were the ones that could release my fundingI have disputed this charge with my credit card and the result of their investigation is still pendingThe frustrating part about all of this is that I believe it was a website error and not our errorI called the hotel within minutes of the booking after I realized the errorI was very rudely informed by the front desk attendant that not only could we not change but they were booked up for the nightEven though I could go out to other web sites and find rooms available at that location for that nightThis tells me that well they had rooms they were just refusing to help meThis is not the way customers should be treatedBelow you will see the details of our bookingI appreciate your helpCheck-in: Friday, June 10, (03:PM)Check-out: Sunday, June 12, (12:PM)Hotel [redacted] I [redacted] Regards, [redacted] Sincerely, [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, [redacted] *** FYI..............The points were deposited to my account on 7-22-and the additional points on 7-23-

The "Information" section of our hotel websites contain details on specific policies relating to the hotel in questionThe hotel website does not contain any information pertaining to eligibility requirements for Starwood Preferred GuestWe have received no links from [redacted] *confirming this or any other hotel website advises that [redacted] reservations are eligible for Starpoints or stay credit through SPGThe website and our SPG teams remain the correct point of contact for information and inquiries relating to the SPG Program, and we remain available to assist any guest with understanding how the SPG Program worksWe will maintain our position to respectfully decline to credit MrBrown for his stay at the hotel, as it was booked on an ineligible rateThank you Sincerely, 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,

Dear Ms [redacted] , Thank you for taking the time to give your concerns from your stay on the Revdex.com websitePlease accept our apology for your recent experience with the incidental charge I was unable to locate your stay in our system using only your first and last nameI would like to be able to assist you with your concerns in an expeditious mannerTo get this resolved for you as quickly as possible I require the name of the hotel and your dates of stayOnce that information is made available to me, I will get in contact with the hotel’s Revenue Department Ms [redacted] , we certainly do appreciate your patronageI look forward to your response to we can bring this to a close for you 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] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

This review is for your Four Points by Sheraton located at: [redacted] When I visit San Diego I usually look for a nice affordable placeLuckily I had found your hotel and that has been my go to spot for a couple of yearsThis last time I visited your hotel, In December 2015, I forgot a personal belonging of mine at your hotelI didn’t realize it until I arrived back homeI called your hotel to speak to your lost and found departmentI left a voicemail, hoping I would receive some kind of responseMy husband and I called numerous timesWe kept being transferred to Sadie, the head of housekeeping, and she never seemed to return my callsAfter about a month, trying to get a hold of someone, I got tired of waiting and decided to speak to your General Manager at that locationI called and Ali, a customer service representative, answered my call and said that he would be able to help meHe did apologize that no one had returned any of my calls and said he would investigate the problemI gave him my information and he said he would call me backI never received a callI called again the next day and spoke to Ali, and told him that he never called me backHe said that the lobby was really busy and he didn’t get a chance to call me backHe placed me on hold for about minutes, another representative said that Ali, was busy, but that she would be able to take down the information they neededI gave them my email, phone number, and full name, and was told that Sadie would be emailing me information on how to get my item shipped to meTwo weeks passed and I never received an emailI called again asking for Ali, and he said that he had given the information to SadieI was put on hold while he went to see what was going onI got tired of holding so I hung upSadie finally called me back and said that they did have my belonging, which I already knew, and that I could have it shipped or pick it up, which I already knew as wellAli had explained all this to me since our first conversationI told Sadie that it is ridiculous that I have had to wait almost months for her to call me to tell me things I already knewI told her I was over this and I was going to have to drive an hour and a half to San Diego to go pick up my belonging because she couldn’t take minutes of her time to pick up the phone and return my callsShe didn’t seem to careI received no apology, all she said was that she would leave it with Ali in the frontThe fact that she didn’t apologize or care at all bothered me the mostIt’s a shame that such a nice hotel could lose business due to your customer service personnelHaving to wait almost two months for one phone call is ridiculousUnfortunately, I was never given the information to the General Manager to speak to him directlyCustomer service is the face of every company, it reflects your entire businessTruthfully, it felt like the customer service at this location doesn’t seem to care about their guests

To whom it may concern,We understand [redacted] remains dissatisfied with our decision to no longer welcome her on property at the Sheraton Houston West hotelOur position remains that the right decision has been made [redacted] was formally notified of this decision, and we have continued to formally document her communications and comments regarding the matter as part of our dedication to reviewing the feedback our guests share.Formal notice was sent to [redacted] of the outcome, as previously statedWe will respectfuly decline to continue a dial [redacted] with [redacted] ***, based on her actions and the outcome of this matter.Best Regards,Zachary A***Consumer Affairs, Executive DivisionT ###-###-####Starwood Preferred Guest Executive OfficeT ###-###-####FAX ###-###-####Guest Experience IntelligenceStarwood Hotels & ResortsOne StarPointStamford, CT, 06902Reference: [redacted]

Dear Mr***, face="Calibri"> Thank you for reaching out to and the Consumer Affairs, Executive Division office I am in receipt of the comments you left with the Revdex.com in relation to your stay at the [redacted] ***I do apologize that your stay was not tax exempted upon check outWe thank you for the business you and [redacted] have brought to usI did speak with the Revenue Department at the hotel to clarify the matter and make sure it is resolvedAs you checked in with your personal credit card, it was against [redacted] state law for them to exempt your stay from taxesThe Revenue Department at the hotel has been in contact with [redacted] who have sent their credit information to the hotelThey will now be able to remove the taxes from your stay Mr***, we appreciate your continued loyalty to the Starwood Preferred Guest communityWe also look forward to welcoming you at one of our fine hotels again in the future Best Regards, [redacted] Executive Consumer Affairs Guest experience intelligence [redacted] [redacted] [redacted] ***

From: WP, Consumer Affairs Sent: Monday, July 21, 5:PM /> To: XXXXXXXXSubject: Your connection with the Revdex.com Greetings XXXXXXXX: Thank you for connecting with the Revdex.com Please accept our apologies for your experience with the Four Points by Sheraton [redacted] We understand you did not stay with this hotel, though you did check in and provide your credit card When you do so, an authorization is placed against your account for the full amount of the stay, plus an additional amount This is a standard practice in the hospitality industry According to XXXXXXX, Front Desk Manager, this information was relayed to you on the 19th of July We hope the funds have been returned to you at this time We sincerely apologize for any inconveniences you may have experienced I do not see a Starwood Preferred Guest account associated with your reservation I would like to take a moment to encourage you to visit [redacted] and explore the vast opportunities which wait for you to discover XXXXXXX, we look forward to offering you simple comfort in the near future With Kind Regards, [redacted] Consumer Affairs, Executive Division t ###-###-#### F ###-###-#### starwood hotels & resorts [redacted] FILE: [redacted]

Our office has re-connected with MrWaydaThe hotel has confirmed it's willingness to cooperate, but requires [redacted] to initiate the refund to the guestThe guest has been provided the necessary information to proceed, with the support of the hotel managementBest 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 One StarPoint Stamford, CT,

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

The hotel management has been in communication with Mr** Mr [redacted] booked a [redacted] room with a King bedTwo twin beds were requested as a preference in the guest comments sectionThe [redacted] rooms do not have twin beds, so the hotel did adjust his room to accommodate his bedding request None of the cleanliness concerns were reported to staff during his stayThis did not allow the management the opportunity to resolve this matter at the time, which they could have done They did apologize for his experience, and offered a complimentary suite upgrade upon a return visit to the [redacted] Mr [redacted] objected further, and the hotel extended Starpoints in goodwill as wellThese gestures represent a genuine effort to resolve this matter in a fair manner We do respectfully decline to refund the Starpoints used for this reservation, and support the gesture of goodwill extended by the hotel managementIt is our hope Mr [redacted] will choose to avail himself of their offer upon a future visit to [redacted] We also hope the Starpoints contribute towards a positive stay with us

From: WP, Consumer Affairs Sent: Thursday, July 24, 9:AM /> To: XXXXXXXXSubject: Your experience with the [redacted] Airport Hotel Greetings MrXXXXX: 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 $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,Starpoints, which is equal to complimentary night in a Category 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, [redacted] Consumer Affairs, Executive Division t ###-###-#### F ###-###-#### starwood hotels & resorts [redacted]

Complaint: [redacted] I am rejecting this response because the offer was for 15,points and now you are back pedaling and offering me 1,or 3,000, which is NOTHING A one nights stay is 12,points that is why I accepted the 15,that was offered by Anne Marie on the 15th How you think you can get away with giving information to your members is sad As mentioned before, when a family spends almost $200,on time shares and you offer something that is worth maybe $is appalling I only hung up after almost minutes of you apologizing and stating that you cannot give me what was offered and how much you care about your members and I said goodbye It's sad that you have a team of customer service agents that continually lie to members and then you don't make them accountable As mentioned in the last letter, I will accept half of what was promised, which is 7,star points - please keep in mind that I spend over 60,and my entire week was SHOT due to information and promisesLastly, the below email from Marlous was received by me around July 25th, it was never received as dated and they are aware of this because I had a conversation with Anne Marie on the 15th and a converstion with Catherine around the 24th Sincerely, [redacted] ***

Dear Revdex.com: This communication comes in follow up to the complaint filed with you by Mrand Mrs [redacted] regarding their vacation ownership at [redacted] ResortPlease be advised that our Resolution Services Department has recently been in communication with Mrand Mrs[redacted] and addressed their concerns In review of Mrand Mrs***’s account, we find that they booked an online reservation for January 1, at [redacted] As the reservation was booked for a resort stay, Mrand Mrs***’s week was utilized for the stayTherefore, Mrand Mrs***’s week expired as it was never utilized and/or assigned with their external exchange company ( [redacted] ) by December 31, Although we are unable to reinstate Mrand Mrs***’s expired week, arrangements have been made to extend Mrand Mrs [redacted] with one week (nights) through [redacted] for their future use They will have until December 31, to use the week with [redacted] This was done under no obligation but as a sincere gesture of goodwill and as a one-time courtesy for any confusion surrounding the reservation booking process Mrand Mrs [redacted] have been reminded that owners have until December 31st of each calendar year to use their week with Starwood [redacted] , Incor save their week with [redacted] so it does not expire Thank you for allowing us an opportunity to review and provide a response to your correspondenceIf you should have any further questions surrounding this matter, you may reach me directly at ###-###-#### or via email at [redacted] .com Respectfully, [redacted] CONSUMER AFFAIRS SPECIALIST t [redacted] *** [redacted] F [redacted] *** *** Starwood [redacted] [redacted]

Dear Mr [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 Starwood Preferred Guest program From reading your concerns, you attempted to book a Sheraton Free Weekend Night at one of our Four Points by Sheraton hotelsUnfortunately, it has not been made clear that Four Points by Sheraton is a separate brand from SheratonTo add to this, you spoke with one of our Customer Service supervisorShe said she would look into this but never got back to you in the agreed upon timeMr [redacted] , I can certainly understand why you would think this is unacceptable To clarify, Starwood Hotels & Resorts Worldwide does have separate brands including Sheraton, Westin, W, Aloft, Element and of course Four Points by SheratonWhile Four Points by Sheraton does share the Sheraton name and many of the brand values, it is still a separate brand and is treated as suchAs that is the case, it would not fall under the Sheraton Free Weekend Night award promotion much the same as Westin or Aloft or any of the other brands would notIt is regrettable that this has not been made clearDefinitely, I will pass your concerns upwards to ensure the appropriate parties are aware of this and wording can be reviewed To add to all of this Mr [redacted] , it would appear when you spoke with our Customer Service supervisor she offered you an hours time to call you backIf she did offer that amount of time for follow up, I would say she was being quite optimistic as a request of this kind can take some timeYou have my apologies for any expectations that were set but not met as well as your interaction with the next agent Mr [redacted] , I can definitely understand that you and your wife are looking to use your Free Weekend NightsBecause of the confusion regarding the awards as well as your experience with Customer Service, I am happy to offer you a gesture of goodwillPlease kindly pass along your Starwood Preferred Guest number as well the name and location of the Four Points by Sheraton you are looking to stay atWhat I will then do is place sufficient Starpoints into your account to use at that specific hotel in lieu of your Free Weekend Night AwardAfter I do that, we would then remove your Free Weekend Night Award and consider it usedI look forward to your response Best Regards, Nicholas S [redacted] EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT [redacted] , CONNECTICUT ***

Complaint: [redacted] I am rejecting this response because: The business was well aware of what amount they were charging each of us They denied to honor their rate for two nights and it was the [redacted] in [redacted] at the airport on 1st street The company should honor their rate that was provided by their management Sincerely, [redacted]

The hotel has refunded the amount in questionWe have left our contact details for the guest if they wish to reconnect

Dear [redacted] Your concerns have come to us through the Revdex.comThank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, IncPlease accept our apology for your recent experience with the Sheraton Universal Hotel After reading your comments, I was concernedFrom what I can see, your stay was interrupted by loud and inappropriate noises from the neighboring roomsThis certainly does reflect the experience one would have at a Sheraton hotelAt this point, I would like to discuss this with you further by phoneA voicemail was left for you with our contact detailsIf you did not receive those details, our office number is ###-###-#### MsRosenberg, your continued loyalty is greatly appreciatedThat is why I am interested in making sure this matter is brought to the most appropriate closeHopefully your next stay with us is much more positive Best Regards, Nicholas Sneider EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT

Complaint: [redacted] I am rejecting this response because: first of all they never did return even the pointssecond how about u try to settle into hotel room at 9:at night and pack clothes take shower and then realize the room isnt working outwould agree to switch rooms I think not Sincerely, [redacted]