Starwood Hotels & Resorts Worldwide

The following email has been sent to [redacted] : Dear [redacted] , Our office is in receipt of the concerns you expressed to the Revdex.com regarding your stay at the [redacted] HotelWe appreciate the opportunity to review the feedback you have shared.It was disappointing to learn that the remote for your television was not working during your stayYour comments did note you advised the hotel staff of this at check outHowever, can I confirm if you spoke with any hotel associate prior to your check-out regarding that issue? Our hope would have been that their team was given the opportunity to correct something which could easily be remedied, rather than only be able to apologize after the factI do see that they refunded your internet charges and have offered 1,Starpoints as a gesture of goodwillYour request for a full refund would suggest that there was no worth or value of any kind in your stayWe respectfully disagree with that perspectiveOur office is in full support of the gestures extended to you, and hope that they contribute towards a more positive stay with us in the future [redacted] , We do thank you for patronage as a Gold Preferred member of Starwood Preferred Guest and for sharing your experience with usThis kind of feedback allows us to ensure we are doing the right things for our guestsIt also helps us create the ideal guest experience for the futureBest 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]

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]

From: WP, Consumer Affairs Sent: May 17:00To: [redacted] ***Subject: Your feedback to the Revdex.com Dear Mr***, I hope this email finds you well and that you’ve had a wonderful start to your weekThrough the Revdex.com, your experience with one of our distinctive destinations has been brought to our attentionI appreciate the opportunity to review the comments you have shared albeit the circumstances which have led you to share your feedback 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 Mr***, I appreciate the opportunity to connect with you personallyI remain at your disposal and look forward to hearing from you Sincerely, [redacted] Consumer Affairs, Executive DivisioN

From: SPG Executive Office, 00AUS Sent: June 19:23To: [redacted] Subject: RE: Your Starwood Preferred Guest Account Dear [redacted] Thank you for your follow up message with the Revdex.com I’m sorry to learn that you remain dissatisfied with our responseBased on the information reviewed, our answer does remain the sameWe understand that you may continue pursue this, but do not wish to set an expectation that this may alter the outcome Thank you for your understanding Sincerely, Chris (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

Complaint: 10085039 I am rejecting this response because: You are not understanding the issue. It was supposed to have ended in June. But it got extended until July. Check yiur back logs or contact other active bidders. Ask them when was it supposed to have ended. You are clearly ONLY looking at the current END date. Which AGAIN was changed from June to July. Sincerely, [redacted] ***

From: [redacted] Sent: December 17:29To: ' [redacted] Subject: Your complaint with the Revdex.com Dear Mr [redacted] , I hope this email finds you well and that you’ve had a wonderful start to your weekThrough the Revdex.com, your experience with your *** account and one of our distinctive destinations has been brought to our attentionI appreciate the opportunity to review the comments you have shared Unfortunately we were not able to determine which location this is in reference toIf you could kindly confirm the hotel as well as the details of your reservations, I’d be more than happy to examine this further Mr [redacted] , as one of our esteemed members, I appreciate the opportunity to connect with you personallyI remain at your disposal and look forward to hearing from you Sincerely, [redacted]

To whom it may concern, [redacted] ***r spoke with the guest He explained that the hotel had made their decision based on their standard procedures during the Prom weekend The hotel has declined to refund the guest Andrew politely advised the guest of the franchise relationship with this hotel, and that their policy is in place to improve the experience of all guests It was agreed that the guest and Consumer Affairs had different opinions on how this issue should be resolved The guest has been asked to connect with the hotel’s ownership if they wish to further discuss this concern

To whom it may concern, We have connected with the guest to offer our sincere apologies and share that we are actively working on thisWe are sincerely sorry that we were unable to provide the details on time but once we have received the details MrHuang will be contacted accordingly Should MrHuang have any concerns or questions in the meantime, he may connect with us again and we would be happy to take note of these

Dear Mr***, Thank you for your reply via the Revdex.comWe do apologize for your continued disappointment We do apologize that you never received a telephone call as expectedWe do see that [redacted] , General Manager, at The [redacted] did email you directly on May 19thIf you did not receive that email, I am including it below: Hello Mr***, I would like to take this opportunity to respond to your concerns expressed to Starwood Hotels and Resorts as well as The Revdex.com I realize that most of what I am about to say might be repetitive since you have already spoken with two of our Managers regarding this matterDuring the process, I have been kept in the loop so I am aware of what has transpired As you know, all [redacted] Hotels are Smoke Free and strongly enforce our clean air policyIt is our standard procedure that if the Room Attendant detects the odor of a smoked substance after a guest departs she is to contact her Supervisor before she begins to clean the roomThe Supervisor then contacts the Manager On Duty to also verify the odorThese steps were followed and in this particular case [redacted] , our AGM, was the MOD and he did verify the fact that there was a very strong presence of smoke residue in the room [redacted] remembers being contacted by the Housekeeping Supervisor and agreeing with her that room definitely smelled of a strong smoke odor We then had to place your room out of order for two days while running the ozone machine for that entire periodFurthermore, we were not able to rent the room and therefore lost more in revenue than the $smoking fee that you were assessed Lastly, I would also like to clarify the point that, although you do not smoke, you are responsible for any guests who might smoke while visiting you in your roomI believe that you and [redacted] have already had this conversation Mr***, I hope that you understand that we must think of the comfort of all of our guests who expect to stay in a smoke free environment when they choose to stay at a [redacted] Hotel Be well, [redacted] General Manager THE [redacted] T [redacted] D [redacted] F [redacted] We understand this may not be the answer you would like to close the matter for youWe also understand you may wish to take further action as you feel is appropriateMr***, in order to be fair and consistent with all our guest, we must respectfully decline your request for a refundPlease be assured that we fully appreciate the points you have raised and would, once again, like to offer our sincere apologies for the disappointment you have expressed We are aware that your opinion of our service has been affected by the handling of your concerns and can only hope that in time, you may reconsider your position and choose to stay with us again Best Regards, [redacted] EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T [redacted] F [redacted] STARWOOD HOTELS & RESORTS ONE STARPOINT [redacted] ***

To whom it may concern, please see our response sent to the guest which was as a follow up to the hotel's interaction with the guest directly: From: WP, Consumer Affairs Sent: May 18:28To: [redacted] Subject: Your recent experience with the [redacted] Dear [redacted] I hope this email finds you well and that you are having a wonderful dayThrough our internal channels, your recent experience with the [redacted] has been brought to our attentionPlease accept our sincere apologies for the inconvenience caused by this I was concerned to learn or your cheexperience as well as the condition of your roomThere is an established procedure in place to ensure that our housekeeping teams extensively clean our rooms prior to making them available and throughout your stayThis also includes a thorough inspection and seeking assistance from our engineering team when neededWhat you have described, is not reflective of the level of service we aim to provide at our Westin hotels It is our understanding that Alberto P***, Front Office Manager, has reached out to you to sincerely apologizeHe will be following up with his engineering team to ensure this is rectified, as well as with his front office teamAs a gesture of goodwill he will be refunding $to youAs his understanding is that you often travel to Key West, he also looks forward to extending a warm welcome when the next opportunity arises [redacted] , as one of our preferred members, we appreciate the opportunity to respond to youIn addition to [redacted] offers, next time your travel brings you to any of our other many hotels please do let me knowIt would be my pleasure to connect with the destination of your choice to ensure this stay is reflective of the hospitality we are renowned for Sincerely, (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

To whom it may concern, please see below email: From: WP, Consumer Affairs Sent: September 15: To: [redacted] Subject: Your recent experience with the [redacted] Dear [redacted] I hope that you are having a pleasant dayThe Revdex.com has made us aware of your recent stay with the [redacted] Please accept our sincere apologies for the inconvenience caused by this It was disappointing to learn of the time you have spent with requesting answers to the billing questions that you haveOur colleagues are trained to provide the highest level of Customer Service at all timesI’m truly sorry to learn that your experience was not a reflection of this Our team have been in contact with the management and it’s my understanding that Joby G [redacted] Controller and HR Manager, has reached out to you directlyA full refund is being processed to your credit card ending in [redacted] Please allow to business days for this to be completed [redacted] we appreciate the time you have taken to bring this to our attentionWe look forward to welcoming you back to stay with us soon again Sincerely, (Mrs) Christine N [redacted] Consumer Affairs, Executive DivisioN

From: WP, Consumer Affairs Sent: March 17:40To: Karl IglerSubject: Your concerns brought forward to the Revdex.com Dear MrIgler, My name is Christine Nilsson; I am with the Consumer Affairs Executive Division of Starwood Hotels and Resorts Worldwide, IncThe comments you shared with the Revdex.com pertaining to your reservation with the S [redacted] New York Hotel has been brought to our attention; I appreciate the opportunity to review the comments you have shared First of all; I was sincerely sorry to learn that one of our associates in our Customer Contact centre had confirmed the [redacted] New York Hotel instead of the [redacted] Hotel for your trip in November, Please accept our sincere apologies; I want to assure you that this is being followed up on with the associate to ensure that we are actively listening to our guests and can prevent mistakes such as these to happen in the future I was pleased to learn that [redacted] from our Corporate Customer Service department had been working diligently with you to resolve this and have already confirmed that a refund of one of the reservations have taken placeHaving reviewed this further with the hotel, I can now also confirm that your second reservation will be refundedWe recognize that your time is valuable and we are sincerely sorry for the length of time it has taken for this to be confirmed; your frustration is understandableAttached is a folio confirming the refund which is being processed by the hotel; please allow to weeks for this to be completedIf you have not received it by this time, please do not hesitate to let me know and I would be happy to follow up further MrIgler, as one of our esteemed Starwood Preferred Guest, we appreciate that you have taken the time to share your concerns and allow us to examine these furtherShould your future plans bring you to one of our many hotels and resorts; I encourage you to reach out to me beforeWe would be pleased if you would offer us the opportunity to regain your confidence and allow us to show you the high level of service we can offer With warmest regards, Chris (Ms) Christine Nilsson Consumer Affairs, Executive DivisioN

Dear Revdex.com: 'Times New Roman This email comes in follow up to the correspondence filed with you by MrXXXXXX regarding his vacation experience at [redacted] Please be advised that we were recently in communication with MrXXXX and addressed his concerns Upon further review with Sales Management, we have confirmed that MrXXXXX 6, Tour Incentive Starpoints have been successfully processed and deposited into his SPG# [redacted] We certainly apologize for the delay in processingAs we want all of MrXXXXXX experiences to foster only favorable impressions, arrangements were made to deposit an additional 4,Starpoints into his SPG account for his future useWe did this in appreciation of MrXXXXX valuable feedback and as a sincere gesture of goodwillMrXXXX may anticipate receipt of the 4,Starpoints within 3-business days In regards to the photo book referenced in MrXXXXX communication, we have asked MrXXXX to specify if he ordered photos online via [redacted] or via the onsite photo shopUpon receipt of MrXXXX response with an order number, we can proceed with tracking MrXXXXXX order accordingly Thank you for allowing us an opportunity to respond to XXXXX correspondenceIf you have any further questions regarding this matter, you may reach me at [redacted] or via email at [redacted] Respectfully, [redacted] cONSUMER Affairs SPECIALIST [redacted] *** *** [redacted] *** *** [redacted]

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 Sincerely, Landon Feutral

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 [redacted] Thank you for taking the time to connect with the Revdex.comOn behalf of the Consumer Affairs, Executive Division for Starwood Hotels & Resorts Worldwide, please accept our apology for your recent experience with canceling your stay at Sheraton [redacted] Hotel We were concerned by the number of contacts you state it took to cancel your reservation In reviewing your customer service file, we understand there was an error not processing your initial request The subsequent follow up, normally would not take more than hours The experience certainly is not the connected one we want you to have with Sheraton In recognition of your loyalty and patronage since and recent achievement of Platinum Preferred Status, we would like to extend to you 7,Starpoints as a, one time, goodwill gesture This would the equivalent of one night at a category three property similar to the Sheraton [redacted] Upon your acceptance, we will have the Starpoints available for your access within seven to ten business days [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, [redacted] Consumer Affairs, Executive Division t ###-###-#### F ###-###-#### Starwood Preferred Guest Executive office t ###-###-#### F ###-###-#### starwood hotels & resorts [redacted]

From: WP, Consumer Affairs Sent: November 19:11To: [redacted] Subject: RE: Your recent experience with the [redacted] Hotel & Suites Dear Ms [redacted] , Thank you for taking the time to share your concerns in relation to the resolution offered by the hotelI’m sorry to learn that you remain dissatisfied with the Starpoints gesture extended by them In light of the concerns you have shared, we do believe what has extended is appropriate under the circumstancesThe hotel has increased their offer with 1,Starpoints despite not having any records indicating that a gesture of the value mentioned by you was confirmedThe gesture extended was with the intent of offering the equivalent of complimentary nights at this hotelHowever, you are welcome use them at other locationsWe have a wide variety of hotels; some may require less Starpoints whilst some may require more However, if there is anything additional you wish to share, I’d welcome the opportunity to speak with you tomorrowWould you be free between and EST? Our office is closed in recognition of the upcoming holiday, but I’d be more than happy to make myself available to you Sincerely, Chris (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

I have been a SPG and a former Vacation owner since and have stayed at one of the Starwood brands in every vacation since thenRecently at the end of July I stayed the the ALoft in Cancun Mexico and it has been my worse vacation experience everI had a Spare Tire stolen from my rental car by the valet service guys from this Hotel, when I contacted the Hotel they said the Valet service is provided by a 3rd party and Ana V [redacted] the administrative assistant on the 2nd of August said she will do her investigation and will CALL me backI was told by ***t rental this was a common practice in Cancun so they gave me a written statement along with how much they charged me which I forwarded to Ana and she stated she will review the videos and will contact meI did not get anything back so when I called and emailed her on the 14th she said its under review and the hotel GM will contact me shortlyAgain I did not get any calls or emails from the GM or anyone else from the Hotel so I emailed her on the 23rd and she replied sorry for the delay the GM should be contacting youThe GM Jorge O [redacted] has been CCd in all of the emails going back in forth with me and Ana but at no time did he reply to me with any questions, even though Ana emailed me over and over the GM will contact you by a phone callON the 28th she emailed me the following Dear Mr________, good afternoonFirst of all, please accept our apologies for the delayed answer to your requestWe are talking to the insurance company and we will be back to you as soon as we get a favorable answer for youOur general manager is really worried about this situation and is looking for the best results for you, as well as taking actions to eradicate any problems along with our valet parking providerPlease expect to receive more communication from our side regarding the advance in this caseWe appreciate the time and patience you have given to usRegards, Ana P [redacted] V [redacted] Administrative Assistant | [redacted] ** L-8-01, Sección [redacted] ** I did not hear anything back from her so I contacted STARWOOD customer service and an agent named Judith ([email protected]) asked me to cc on the 2nd of September, now going into a monthI called with nothing back from them util the 8th of September when I got the following email If you decide to give us the opportunity to host you again, please let me know in order for me to assign you an upgraded room if availableIn the name of [redacted] , I thank you for your preference and understandingBest regards, Ana G [redacted] Manager Assistant | [redacted] L-8-01, Sección A, [redacted] ** THANK YOU BUT I WILL NEVER STAY AT A *** AGAIN, THE STATEMENT FROM [redacted]  CLEARLY STATED THE CAR WAS NOT BROKEN INTO AND THE SPARE WAS STOLEN BY SOMEONE WITH A KEYTHEY ALSO STATED THIS IS A VERY COMMON PRACTICE IN CANCUN AND IT WAS STOLEN AT THE *** BASED ON THEIR PREVIOUS EXPERIENCE

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]

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] ***