Starwood Hotels & Resorts Worldwide

From: SPG Executive Office, 00AUS Sent: June 16:00To: [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 welcome the chance to connect with you personally and to review the details you have shared I was concerned to learn of your feedback pertaining to your forfeited Starpoints and the terms & conditions of the programWe do believe it is important the relevant information is communicated clearly and regret that this has not been your experience As you mentioned, our membership accounts do become inactive if a member does not stay with us or does not have any Starpoints activity within a month periodSubsequently, the Starpoints in the account will then expireThis has been in place for many years but regret if you were not aware of thisWe have made this information available to all of our members through our website which is available through this link The expiration process is done automatically through a system, however at times we may allow our members a grace periodThis is with the hopes that our members will return to stay with usI’m glad to see that such an exception was made for you this time We would be delighted to return the remaining of your Starpoints (11,107) if you have either eligible paid stays or eligible paid nights with us before the 26th of October, Once these have been posted on your account, please do let me know and I will personally ensure these are returned to you Mr***, please do let me know if you have any questions and I’d be happy to helpIt’s a delight to welcome you back to our hotels and hope you will enjoy your stays with us Sincerely, [redacted] Consumer Affairs, Executive DivisioN

We do apologize to [redacted] for the challenges associated with his booking Karen has assisted [redacted] in providing a gesture of goodwill for his experienceStarpoints do take up to days to post into a guest's SPG accounthowever, I have also ensured they will post today as a further gesture of goodwill to him for his patience in this matter Best Regards, Zachary A [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]

To whom it may concerns,The following was sent to [redacted] directly by hotel management:------------------------------------------------------------Good day [redacted] *** Your comments to Starwood Corporate Customer Service have been forwarded to us for our response Please accept our apologies for any inconvenience you experienced because the room you were assigned smelled of smoke You also indicated that there was no toilet paper in the room and the sink was clogged We appreciate how unsettling this was for you and are disappointed the room was not properly cleaned and inspected prior to your arrival We were sold out the evening you stayed with us so, unfortunately, there was not another available room to relocate you to We are a smoke-free facility but sometimes guests continue to smoke in the hotel We charge a $cleaning fee when we have evidence that guests have smoked in the room We have reviewed your experience with our Director of Housekeeping to insure the room was restored to [redacted] high standards and your experience is not repeated Regarding your comments about the noise from other guests, we are sorry they disturbed you Our Security officers patrol the hotel and respond to guest complaints when they are reported We are sorry if our staff was not as responsive as they should have been with your complaint We have shared your feedback with our Director of Security to insure that our staff is more responsive in the future [redacted] again, we apologize As a token of our goodwill and per your request, we have requested [redacted] reimburse you for the evening Please allow 5-business days for the credit of room and tax charges to show in your account We hope you will allow us a future opportunity to welcome you in the manner you expect from WestinIf you will contact our Executive Office for your next reservation, we will be happy to give you our special attention Be well Bill H [redacted] General Manager [redacted] ------------------------------------------------------------Best Regards,Zachary A***Consumer Affairs, Executive DivisionT ###-###-####Starwood Preferred Guest Executive OfficeT ###-###-####FAX ###-###-####Guest Experience Intelligence [redacted]

This matter has been addressed by the property We have confirmed with the guest via a phone conversation that a settlement has been agreed upon and the guest has returned a waiver to the hotel for processing

From: SPG Executive Office, 00AUS Sent: June 19:46To: Alex Perez Subject: RE: Your Starwood Preferred Guest Account Dear [redacted] Thank you for reconnecting with the Revdex.com and for sharing your additional comments We do have an expectation that our Starwood Preferred Guest members should be familiar with our Terms & ConditionsThe expiry date is also clearly listed on your online account, which you should have been able see when visiting our websiteDue to this and that your Starpoints have previously been returned; we are unable to return them to you againOur membership program is free and does not cost anything for our members Should you require Starpoints urgently, you may avail of the link sent in my previous email where they are available for purchaseWe also have several great rates availableOur dedicated reservations team would be delighted to find the best available option for any travels you may be planningYou may reach them by clicking here Sincerely, Chris (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

Complaint: [redacted] I am rejecting this response because I have discussed with the business' rep and no progress was made and it refuse to take responsibilitiesBelow is the most recent response to the business' request for more documentation You are correct that I was choosing three nights and four nights and the system was showing the same number of points as indicated in the screen captureI told the agent what I saw on the phone while booking the three nightsUnfortunately, the page was long and it was not possible to capture the date selection together with the point portionIn the end, this was acknowledged as a system error before and I don't see why you want to renegade on that admissionAs for now, no matter how you choose the dates, you won't be able to replicate my screen capture because apparently this system error has been fixed after I raise the issuePlease address this issue promptlyThanks Sincerely, [redacted] ***

From: SPG Executive Office, 00AUS Sent: June 19:21To: [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 accountPlease accept our sincere apologies for the inconvenience caused by this as well as our delayed response I was concerned to learn that our agents may have provided you with the incorrect information regarding the [redacted] It is important that such information is provided clearly and correctly, especially to one of our esteemed Gold membersI understand that [redacted] from our Customer Service team have already followed up on this with you and offered 10,Starpoints as a gesture of apology Should you wish to avail of the [redacted] in 2015, it would be my pleasure to extend this to you exceptionallyIn order to avail of this, please keep the following in mind; · You may only register for one status challenge · You may select the three consecutive months you prefer, including retroactively counting nights already stayed for the first two months of the three month window · Eligible nights are only paid nights in an eligible paid stay with Starpoints eligible room revenue which posts to your accountAlthough this offer assists you with reaching an elite level, SPG Award nights do not count toward this offer, as this offer is a promotion Should you wish to avail of this, please do let me know directly along with your preferred start day within If we have not heard from you by the 1st of October, 2015, we understand that you do not wish to avail of thisHowever, as this an exception exclusive offer, we hope you will have the opportunity to avail of this as we will not be able to offer a similar exception this in the future Mr***, if you have any questions, please do feel free to let me knowI remain at your disposal and look forward to hearing from you Sincerely, [redacted] Consumer Affairs, Executive DivisioN

To whom it may concern; This guest has been contacted by a member of our Consumer Affairs team within Starwood Vacation OwnershipThey have have requested the week to be assigned with Interval International giving the guest until December 31, to travel through their Exchange Program Best regards, Chris (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

From: Davie, Jeremy On Behalf Of WP, Consumer AffairsSent: Monday, March 31, 1:PMTo: '[email protected]'Subject: Your concern through the Revdex.com Greetings Feutral: Thank you for connecting with the Revdex.com 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 v

Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me After speaking Mark N***, general manager, I am satisfied with the resolution as well as the personal attention given to my complaint Mark was very pleasant, personable and professional during our conversation He has offered to refund my stay as well as welcome us back to the hotel I accept both, although I do not have a trip planned to visit [redacted] at this time, if I am in area again and need lodging I will make my way back to Westin Sincerely, Monica D***

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

This guest was contactedI apologized and empathizedAlthough I could not replace the items that were reported, I agreed a gesture could be extended and did so through her Starwood accountShe was understanding and appreciative

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] **

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

To whom it may concern, We have followed up with the Sheraton [redacted] Downtown Hotel and a resolution has been reachedThe guest has confirmed his agreement and all parties consider the case closed at this time Kind regards, Jess CONSUMER AFFAIRS, EXECUTIVE DIVISION STARWOOD PREFERRED GUEST EXECUTIVE OFFICE

Complaint: [redacted] I am rejecting this response because: my stays are typically a week in length or morestays is equivalent to over days, which in a period of or months since simply not realistic Sincerely, [redacted] ***

From: WP, Consumer Affairs Sent: January 16:43To: [redacted] Cc: [redacted] Subject: Your recent experience with the [redacted] *** Hotel Dear Mr**, I hope this email finds you well and that you have had a wonderful start to the New YearThrough the Revdex.com, your stay with the [redacted] Hotel has been shared with usPlease accept our sincere apologies for any inconvenience caused by this I was deeply concerned to learn that the room you received were not as expected and that daily housekeeping was not providedThis in combination with the charges reflecting on your credit card is not the warm, connected experience we want our guests to have Copied in this email is [redacted] , Front Office ManagerIt is my understanding that she has emailed you personally to sincerely apologizeThis hotel has recently changed some members of managementThey are now actively working together to improving their service to prevent such circumstances from happeningShe has also asked if you could reconfirm what you were charged, so she may review this as well as refund if needed Mr**, as one of our esteemed members, we are grateful for the time you have taken to share your commentsWe hope you will allow us the chance to provide a better service experience upon your return Sincerely, [redacted] Consumer Affairs, Executive DivisioN

To whom this may concern; Our team originally received this as a review on the Revdex.com website where the hotel name was not specifiedThe following email was sent: Dear [redacted] I hope this email finds you well and that you’ve had a wonderful start to your dayThrough the Revdex.com, your experience with one of our distinctive destinations has been brought to our attentionPlease accept our sincere apologies for the disappointment caused by this.Unfortunately we were not able to determine which location this is in reference toIf you could kindly confirm the hotel, I’d be more than happy to examine this further[redacted] I appreciate the opportunity to connect with you personallyI remain at your disposal and look forward to hearing from you.Sincerely, (Ms) Christine N [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISIONThe guest responded at the same time as we received this complaintAs a response to this, the following response has been sent to the guest: Dear [redacted] Thank you for your quick response and for confirming which hotel this is in reference toI’m very sorry to learn of the circumstances described and the lack of follow up from the hotel.As of the 15th of December, 2015, the [redacted] is no longer apart of Starwood Hotels & ResortsIncAs such, I would encourage you to contact the new management directlyFor more information and for contact details, please visit the following link [redacted] I hope that together with the hotel you may be able to resolve this amicablyWe look forward to welcoming you back to one of our hotels in the near future.Sincerely,Chris(Ms) Christine N [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISION

Complaint: [redacted] I am rejecting this response because: communication on this case was scheduled by mail not electronically Sincerely, [redacted] ***

To whom it may concern, please see the following communication we have had with the guest: From: SPG Executive Office, 00AUS Sent: June 12:02To: Jason ***Subject: RE: Your Starwood Preferred Guest account Good morning Mr***, Thank you for your response; I hope you have had a pleasant start to your day This would be separate stays and not nights; however I would be willing to make it either eligible paid stays or eligible paid nights by the deadline mentioned below Mr***, if you have any further questions, do let me know and I would be happy to help Best regards, [redacted] [redacted] Consumer Affairs, Executive DivisioN From: [redacted] *** Sent: June 18:41To: SPG Executive Office, ***Subject: Re: Your Starwood Preferred Guest account Five stays or five nights? Given that most of my trips last a week or more, five stays would be about nightsThat seems excessive