Starwood Hotels & Resorts Worldwide

Dear Mr***, Thank you for taking the time to connect with the Executive Consumer Affairs office for Starwood Hotels & Resorts Worldwide, Inc., via the Revdex.comPlease accept our apology for your recent experience with The [redacted] *** Firstly congratulations to you and your spouse on your weddingWe wish you both much happiness and a long life together We were disappointed to read of your booking experience when adding the second night to your stayIt is not the instinctive service we are proud to offer at [redacted] We were happy to read the room type issue was resolved, but the sequent billing issue is regrettableIn regard to the smoking fee, we do have a clear air policy at [redacted] As you stated you did burn candles and incense in the room, this can also cause the levy of such a fee as special procedures are required to ensure the room is returned to our clean air standardWe would expect this to be explained to you, if this is the caseThat said, we have connected with [redacted] , General Manager, at The [redacted] to request he review your feedback and arrange a personal contact to discuss your feedback further Mr***, let us take this opportunity to welcome you to Starwood Preferred Guest and we look forward to welcoming you for many distinctive stays in the future Best Regards, [redacted] EXECUTIVE CONSUMER AFFAIRS GUEST EXPERIENCE INTELLIGENCE T [redacted] F [redacted] STARWOOD HOTELS & RESORTS ONE STARPOINT [redacted] REFERENCE# [redacted]

Dear [redacted] Thank you for taking the time to connect with Starwood Hotels & Resorts Worldwide, IncThrough our the Revdex.com , your feedback has been brought to our attentionPlease accept our apology for your recent experience with your booking at [redacted] We were concerned to read of your experience and learn someone may be copying our brand identification We would like to review this furtherRegrettably do not know which hotel you were booking, would you be willing to share this with us? Also, if you do remember about anything you may have searched for, this will allow us to follow up with the third party site further When booking our properties we suggest to go directly to www.starwoodhotels.com or the specific brand site lik [redacted] In regard to you booking and payment, the number you shared does appear it may be an [redacted] confirmation number While the site you were on may have been hosted by another online travel agent, many use Expedia as their back end booking engine Regrettably as your reservation as not booked via our channels, we are limited in support as your reservation is owned by that third party We would suggest to connect with [redacted] Customer service at ###-###-#### or [redacted] [redacted] we trust [redacted] will help bring this to a close and thank you for taking the time to bring this to our attention We do look forward to any further information you are willing to share with us, so we can ensure all guests are getting connected to the same [redacted] and Starwood Hotels & Resorts Worldwide Incthey expect Best Regards, Richard B [redacted] Executive Consumer Affairs Guest experience intelligence t ###-###-#### F ###-###-#### starwood hotels & resorts One starpointStamford, connecticut

The following email was sent to [redacted] today: Dear [redacted] Through our internal channels, your concerns regarding your stay at the [redacted] Hotel were forwarded to my attentionWe appreciate the opportunity to review the feedback you have shared through the Revdex.com.I do apologize if one of our Starwood Preferred Guest associates advised you your stay was ineligibleThe hotel did post it as ineligible, which was an error on their partThey are following up internally on why this happened to ensure it does not happen againThis has also been corrected in your Starwood Preferred Guest accountThe appropriate stay and night credit has been applied to your account, as well as the Starpoints for your stay [redacted] we do thank you 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 futureIf there is anything further we can do to assist in your travels, please do feel free to connectBest Regards, Zachary A [redacted] Consumer Affairs, Executive DivisioN Tel: ###-###-#### Starwood Preferred Guest Executive office tel: ###-###-#### FAX: ###-###-#### Guest Experience Intelligence Reference: [redacted]

To whom it may concern, please see the email sent to the guest: From: SPG Executive Office, 00AUS Sent: June 17: To: [redacted] Subject: Your Starwood Preferred Guest Account Dear [redacted] Thank you for taking the time to contact the Revdex.comWe appreciate the opportunity to review your feedback related to your Starwood Preferred Guest account First of all, welcome back to travelling with usWe’re delighted to have you back as one of our guests once again It was regretful to learn of your feedback regarding the forfeited StarpointsOur associates are trained to advice of our policy regarding expiry dates when returning them to a guests accountI sincerely apologize if your interaction with us in was not reflective of our high level of Customer Service When our members join Starwood Preferred Guests, we do have an expectation that they familiarise themselves with the programImportant information, such as expiry dates, is included in our terms and conditions on our websiteIn addition, your expiry date of your account is listed on your membership pageWe do invite you to visit this page as well as the terms and conditions if you have not yet done so Whilst remaining sympathetic to your concerns, we are unable to make an exception and return your StarpointsAs you continue to stay with us, you will continue to gain more Starpoints and can hopefully accumulate them for your next stayAlternatively, we also offer the option to purchase StarpointsPlease visit [redacted] for more information [redacted] ***, we appreciate the time you have taken to share your feedback with usWe look forward to welcoming you to stay with us for years to come Sincerely, (Ms) Christine N [redacted] Consumer Affairs, Executive DivisioN

To whom it may concern, please see below From: [redacted] Executive Office, 00AUS Sent: June 13:35To [redacted] Subject: Ref[redacted] - Your Starwood Preferred Guest account 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 Starwood Preferred Guest account accessPlease accept our apologies for the inconveniences you encountered when trying to reset your passwordFirst of all, it was a pleasure to learn of your tenured loyalty with usWe hope you are enjoying your experiences with us and hope that we'll have the pleasure to welcome you back for years to comeAfter reviewing your [redacted] account I can see that the two accounts you have were merged back in However both accounts kept the same email addressThis might be the reason why you could neither access the account online nor reset the passwordThe system does not allow the same email address in two different [redacted] accountsYour account appears now as blocked because there were several attempts to enter an invalid passwordI would like to set a time to contact you over the phone so we can unblock the account and provide you with a temporary passwordFor security reasons the system prevents us from doing so unless the account is verified by answering some security questionsCan you please advise the most suitable time to contact you? If you can also please confirm if I can call you on the phone number ending by listed in your account, it would be much appreciatedI'm usually available between AM to PM EST Monday through FidayAlthough I may have some meetings scheduled, I may be able to reschedule them if deemed neededThank you [redacted] I look forward to hearing from you soon Best regards, [redacted] CONSUMER AFFAIRS, EXECUTIVE DIVISION

From: WP, Consumer Affairs Sent: August 17:05To: [email protected]: Your recent stay with the [redacted] 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 one of ours hotelsPlease accept our apologies for the inconveniences you encountered when trying to enjoy a pleasant stay Can I kindly ask you to provide me with further details about your reservation so I can further look into this? I have tried to locate your reservation but I do not seem to be able to find it in our systemWas the reservation under your name? Would you by any chance have the reservation number? Thank you [redacted] I look forward to hearing from you soon Best regards, Marc Marc C [redacted] Consumer Affairs, Executive DivisioN T ###-###-####

Complaint: [redacted] The business has not processed any compensation as they promised The last time they had delayed the case until it closed without any follow up so I do not wish to see the same fraudulent event occur again Sincerely, [redacted] ***

Revdex.com: I have been contacted by the business representative in reference to complaint ID [redacted] The business representative has agreed to all my requests and credited my account accordinglyI am glad this issue has been quickly solved in a satisfactory manner Sincerely, Gaspare Benso

The hotel has responded to the guest with an itemized list and breakdown of the charges from her stayIn response to the hotel, the guest has accepted and is waiting for the charge to be released from her bank

Complaint: [redacted] I am rejecting this response because: when they have a web page that purports to represent all of starwood's policies relating to the individual property and it mentions nothing about a restricted rate that's pretty clear that it does not apply to that propertyIf they were going to have a page that purported to show all the policies and hopefully the link came out my complaint it's very comprehensive and it's clearly a misrepresentation on behalf of Starwood if they're deliberately trying to mislead the customer which in this case they did you they are not addressing the actual complaint they are saying that they have all these technicalities but they're not addressing the complaint that they are deliberately misleading customers and I've even provided the link where they're doing it and they're doing nothing to correct it or change it that tells me that they're very knowledgeable and now they're misleading the customer it's wrong and they need to move forward and if we need to go to mediation and have a outside party decided I'm more than willing to do that so that I'm setting the example for other customers as far as providing research I shouldn't need to do that this is supposed to happen automatically obviously they've not been alive on the job they're pretty much admitting that they're deliberately trying to deceive customers will pursue it further and if not their head on the game this is not how a reputable business should proceed and they certainly shouldn't be looking at all these technicalities that they are not publishing directly to the customer I knew that there were certain Starwood rates that did not apply but when I went to the policy page for this property it did not say they apply to this property I don't know how much clearer I can make it Sincerely, [redacted] ***