Starwood Hotels & Resorts Worldwide

Dear Ms [redacted] Thank you for taking the time to connect with the Revdex.comThrough our channels with them, your concerns have been brought to our office's attentionPlease accept our apology for your recent experience with The [redacted] Resort We were sorry to read of the issues you had with the air conditioning upon your arrival to the resortThe impact on the beginning of your stay is certainly understandable and not the uncompromising service we expect you to have a [redacted] *** In regard to the billing for the hotels.com reservation, we are happy to read the hotel was willing to work with them for a refund Any refund, traditionally would come directly from hotels.com as they were the organization to charge your credit card That said, we have connect with Richard S [redacted] , General Manager, at The [redacted] Resort to request his review of your feedback and to arrange for a connection to discuss your concerns Ms [redacted] we would like to take this opportunity to welcome you to Starwood Preferred Guest We look forward to hosting you for many bespoke stays in the future Best Regards, Richard B [redacted] Executive Consumer Affairs Guest Experience Intelligence T ###-###-#### F ###-###-#### Starwood Hotels and Resorts One Starpoint Stamford, Connecticut f:[redacted]

To whom it may concern, please note that we have called the member to request clarification of which hotel this is in relation toWithout this information, we cannot investigate this furtherWe will also be sending a letter to the guest, containing the same information as the email previously sent Best regards, [redacted] [redacted]

To whom it may concern, we have emailed the guest requesting further information in order to look into this further: From: WP, Consumer Affairs Sent: March 19:28To: [redacted] Subject: Your previous reservation with the [redacted] *** [redacted] ***Dear [redacted] Thank you for taking the time to contact our Social Media team as well as the Revdex.com regarding your previous reservation with the [redacted] ***We appreciate the opportunity to review this.I was concerned to learn your feedback regarding the cancellation of your reservationI understand how inconvenient it must have been when you learned that the Starpoints had not been transferred to your account thus leading to the cancelling of the reservation.In order for us to review this further, I was hoping to see if you may be able to share the SPG number where the Starpoints were meant to be transferred from? This would be of great assistance to us[redacted] , as one of our lifetime Gold members, I appreciate the opportunity to connect with youI remain at your disposal and look forward to hearing from you.Sincerely, (Ms) Christine N [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISION

From: [redacted] Executive Office, [redacted] Sent: XXXXXX /> To: XXXXXXXXSubject: Your connection with the Revdex.com Greetings XXXXXXX: Thank you for connecting with the Revdex.com Please accept our apologies for your recent experience with our Starwood [redacted] *** program We can see that you have discussed this concern with one of our Customer Service Supervisors on the XXXXXXX We thank you for taking the time to allow us a chance to resolve this issue to your satisfaction We sincerely apologize that the lack of detailed information and an expiration dates on this promotion created a negative impression of our award winning program We thank you for being a Starwood [redacted] *** since XXXXXXX! We look forward to welcoming you again very soon With Kind Regards, [redacted] & Starwood [redacted] Executive Office t ###-###-#### F ###-###-#### starwood hotels & resorts [redacted] FILE: XXXXXXXXXXX

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 Hopefully they will do as they say and credit me the miles I earned with ***( I have to wait weeks to receive the credit) Sincerely, [redacted]

From: WP, Consumer Affairs Sent: November 18:19To: [redacted] Subject: Your recent experience with the [redacted] Hotel & Suites Dear Ms [redacted] , I hope this email finds you well todayThrough the Revdex.com, your stay with [redacted] Hotel & Suites last year has been brought to our attentionPlease accept our sincere apologies for the disappointment caused by this I was sorry to learn of the cleanliness issues you experienced with your room as well as your laundry roomWhen travelling for such an important occasion, I can understand your disappointmentMay I also take the opportunity to extend our sincere condolences for your lossAllow me to assure you that this is not a reflection of the high level of service we can offerI hope you will accept this as an exception, not the rule It is my understanding that Pierre A [redacted] , Front Desk Manager, has been in contact with you to apologize for the experience you hadWhilst researching this, he noticed that 3,Starpoints was posted to you in This would be equivalent to weekend night in this hotelIn addition to this, he will also be posting 4,Starpoints which would be equivalent to weekday night at this locationPlease allow to business day for these to be accessible for youThe hotel have also reassured us that they have addressed this with their engineering team as well as housekeeping team to ensure it does not happen again Ms [redacted] , as one of our preferred members, we appreciate the opportunity to connect with youWe hope you will enjoy using these Starpoints to plan your next escape with usIt would be our pleasure to welcome you back to one of our distinctive locations Sincerely, (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

Complaint: [redacted] I am rejecting this responseLet me begin by saying, it's not OK to charge a customer for deluxe accommodations and provide them with standard accommodationsThey made an additional $from my bookingRather than refund me the difference which would be the fairest and honest thing to doInstead I am being offered reward points I will never use because I will definitely not be staying at this hotel againHow many customers have they done the same thing to and just offered rewards points that cost the hotel nothing to make the problem go awayThe hotels management already agreed they were at fault and I would like to be refunded for the difference in room ratesThis whole situation seems like a scam to ge more money and provide less Sincerely, [redacted]

From: WP, Consumer Affairs Sent: 17 May 2016 14:02To: [redacted] ***Subject: Your recent experience with the [redacted] ... [redacted] Dear [redacted] I hope this email finds you well and that you are having a wonderful day. Through our internal channels, your recent experience with the [redacted] ***, Atlanta has been brought to our attention. Please accept our sincere apologies for the inconvenience caused by this. I was concerned to learn on the transactions reflecting on your credit card, as well as for the water issue. It’s understandable how this impacted your stay and may not have left you with a positive memory of this hotel. Our team have been in contact with the hotel who are very apologetic for the inconvenience caused by this. Together with their accounting team, we have looked in to the transaction you referenced. Our understanding is that this was not a charge, but an authorization. This is required by this hotel, as well as the majority of our Starwood Hotels & Resorts upon check-in. They regret if this information was not clearly provided by the third party company which you reserved your booking with. This authorization is removed within 10 business days and should by now have been lifted from your credit card. If not, please do let us know and I’d be happy to follow up on this. The water issue impacted the city of Atlanta and was regretfully nothing the hotel could influence. It was encouraging to see that they provided you with a credit as a gesture of apology, so you could enjoy the outlets in the hotel. [redacted] our team have reviewed the communication you’ve had with the hotel and we recognize why their interactions were not to your expectations. As a gesture of goodwill, I have taken the liberty of posting 5,000 Starpoints to your Starwood Preferred Guest account ending in [redacted] Please allow 5 to 7 business days for these to be available for your enjoyment. We appreciate the time you have taken to bring this to our attention. I truly hope we’ll have the chance to welcome you back to stay with us soon again. Sincerely, (Ms) Christine N [redacted] t ###-###-#### FAX ###-###-#### Guest Experience Intelligence

Dear [redacted] Thank you for your follow up message with the RevDex.com. I’m sorry to learn that you remain dissatisfied with our response. Based on the information reviewed, our answer does remain the same. We understand that you may continue pursue this, but do not wish to set an expectation that this may alter the outcome. This will be our final response in this matter Thank you for your understanding. Best Regards, Richard B [redacted] EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T ###-###-#### F ###-###-#### STARWOOD HOTELS & RESORTS ONE STARPOINT STAMFORD, CONNECTICUT 06902

To whom it may concern, [redacted] expressed concerns regarding a rash he developed, which he believes to be the result of bugs in his guest room at the [redacted] ***This is something we as a company take very seriouslyThe hotel had the room inspected by a licensed pest control company, with no pest activity of any kind being detected within the room [redacted] was advised of the outcome, in the hopes it would reassure him[redacted] has refused to accept the outcome as it isThe hotel management has alerted their insurance provider, [redacted] assett, to handle this matter further on their behalfThe insurance adjuster has contacted [redacted] ***, though [redacted] does not wish to interact with the insurance providerHe has requested we handle this directly without involving the insurance providerWe have declined that request.At this stage, we have communicated in good faith with [redacted] to address his concernsWe will respectfully decline to refund his Starpoints as requestedHowever, the opportunity to discuss this matter further with [redacted] assett does remain available to him [redacted] has the necessary contact information for [redacted] assett to proceed.Best Regards,Zachary A***CONSUMER AFFAIRS, EXECUTIVE DIVISIONT ###-###-####STARWOOD PREFERRED GUEST EXECUTIVE OFFICET ###-###-####FAX ###-###-####GUEST EXPERIENCE INTELLIGENCE STARWOOD HOTELS & RESORTSONE STARPOINTSTAMFORD, CT, 06902REFERENCE: [redacted]

Dear [redacted] Thank you for taking the time to connect with the office of Helen Horsham [redacted] Senior Director of Customer Service for Starwood Hotels & Resorts Worldwide, IncOn behalf of MsHorsham [redacted] please accept our apology for your recent experience with the [redacted] *** [redacted] After reading your comments I was greatly concernedFrom what I understand you had attempted to book the hotel online and the website was giving you incorrect information on the amount of Starpoints to be usedTo add to that, there was misinformation given to you by one of our Customer Contact Center associates regarding a deposit When booking the [redacted] the hotel is a Category and would require 10,Starpoints per night with the fifth night free (a total of 40,Starpoints)The fact you have found a different rate from that online is concerningIf you would please forward your screenshots to us, I would be happy to look at thatAlthough I cannot guarantee that we will honor those rates you have found, it would help determine what the problem is Please know that I will be reviewing the reservations you have made to determine where the miscommunication came from with our associatePlease allow me some time to look into thisOnce I have a full scope of the issue, I will come back to you and resolve this in the most appropriate way [redacted] I see you are a new Starwood Preferred Guest member and would like to welcome you to our communityI certainly your next experience with us is much more pleasant 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 contact the RevDex.com regarding your recent experience with the [redacted] by [redacted] . Please... accept our sincere apologies for the inconvenience caused by this stay. I 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] locations. Any 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 manner. I apologize if your experience was not reflective of this and want to assure you that it was an exception, not the rule. The [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 Hotel. Therefore, I have copied [redacted] ***, General Manager and have asked her to follow up with you personally. For 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 feedback. I 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] &nbsp%

Complaint: [redacted] I am rejecting this response because: Document shown to me did originate at the [redacted] ***Document originated from the SheratonSecurity guard at [redacted] was made aware of what was going on by security guard supervisor of that hotel areaDocument contained your companies name on itRetrieve video tape of the morning I was there from the [redacted] since you say your working with them it would not be hard to get a copy and share it with the Revdex.comYou will see a Hispanic guard around 6'hand me a piece if paper on front of the reception deskThere was also a black security guard approximately 5' Sincerely, [redacted]

From: WP, Consumer Affairs Sent: July 19:49To: [redacted] Subject: Your recent stay with the Sheraton New York Times Square Hotel - Ref[redacted] - (MC) Dear [redacted] I hope this email finds you well Thank you for taking the time to contact the Revdex.comWe appreciate the opportunity to review your feedback related to your experience with reservations and customer service departmentsPlease accept our apologies for the inconveniences you encountered when trying to enjoy a pleasant stay In reviewing your case, I have had the chance to connect with both, Marlous and AnnmarieIt is my understanding that my colleague Marlous emailed you on the 14th of JulyIn this email she apologized and also shared your SPG Gold membership benefitsIn an effort to regain your confidence in our services, she offered 1,Starpoints as a gesture of goodwillI do also see an update on your file from Annmarie that as advised from Marlous, she confirmed to you the offer of 1,Starpoints I would also like to address you concerns regarding difficulties in connecting with MarlousThe management of the department has confirmed that she was with another customer call that took longer than expectedThis is the reason why she could not answer your call before this was disconnected from your endI hope you understand we engage with customer calls on a daily basis and we might be with another guest at the same time you call We appreciate how upsetting this misunderstanding must have been for you and as a further gesture of goodwill, we would like to offer you an extra 1,StarpointsPlease reply to this email before end of business day on Monday, August 1st, to avail of this offer We are grateful for your support and would like to thank you for taking the time to bring this matter to our attention Best regards, Marc Marc C [redacted] Consumer Affairs, Executive DivisioN

From: WP, Consumer Affairs Sent: February 17:00To: Maria Ewin Subject: Your concerns brought forward to the Revdex.com Dear MsEwin, Thank you for taking the time to connect with the Revdex.com in relation to your experience with one of our distinctive locationsIt 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 cleanedYour 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 stayedAs 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 MsEwin, we remain at your disposal and look forward to hearing further from you Renewing regards, Chris (Ms) Christine Nilsson Consumer Affairs, Executive DivisioN

After several attempts, I finally spoke with Marc I am appalled at the amount of points they are offering me, 3,points when I was promised 15,! I will accept half of what they offered me, which would be 7,points and be a very upset SPG member Marc nor SPG cares how they treat their GOLD guests My family owns almost properties ($200,000+) with SPG and the treatment they give is unimaginableIt's hard to belive that SPG allows their reservation agents, etc to give information (often) and still treat the guests this way An understandable analogy is, they sell you a [redacted] and deliver a [redacted] and tell you too bad Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was told by [redacted] associate that IWill get the stay count which will take me to A total of staysCheck your call record and confirm with the associate Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I'm not a frequent traveler Your request that I need to book a minimum of stays in months is unreasonable to me If you truly wish to promote customer loyalty, you should credit back my Starpoints in full, just like any other reputable companies would I understand that you need to have your policy clearly spelled out for legal reasons But to enforce them in such a draconian way will only turn your customers away in the long term I liken this situation to late payment fees charged by credit card companies As long as you're not a repeat offender, most credit card companies would gladly waive the penalty fees, even though it is in their rights to charge them Why, because they understand it is more economical to waive the penalty fees to keep an existing customer than to incur the cost to acquire a new one It's just common business sense Honestly, how much does my 12k Starpoints worth to your company that you would risk losing a long time customer over? Sincerely, [redacted] ***

Upon reviewing the fileThe hotel is happy to work towards an amicable resolutionThe hotel team is reporting a message has been left for you to return

I did connect with Ms [redacted] to discussShe states that this matter was already resolved on property by ***, who assisted with the adjustments and apologized for the impression staff left I thanked her for the opportunity to follow up