Starwood Preferred Guest - Preferredguest website

Is it just me, or is there something terribly wrong with this site? Every time I try to use the search for hotel, list hotel, etc., it takes forever to get results, and I have a cable modem. It seems to be like this all the time.

It's perhaps not Starwoods greatest strength! http://www.flyertalk.com/forum/wink.gif

Thanks to Starwood reps for monitoring the FlyerTalk board and for responding to my quibbles about their website (SEE flyertalk.com/forum/Forum74/HTML/000949.html (http://www.flyertalk.com/forum/Forum74/HTML/000949.html) For the record, on three separate occasions when I was having problems with the booking engine, (twice prior to and once after posting a previous message), I have been contacted by their Internet Info. Coordinator and E-Communications Department. They were amicable, quick to respond with clarifications and I admire the speed at which they offered possible solutions.

However, I must still state here that the website leaves much to be desired if Starwood aspires to be one of the best — if not the best — hotel website there is in cyberspace. Clearly, the booking engine should be the primordial concern of the website as it appears to be the main source of revenue for those making on-line reservations. There are requisite components that have to be addressed: accessibility, speed, and user-friendly features. I believe that the website has made marked improvements in the first two components, yet still fall short occasionally (Just minutes ago, I tried to log on and got "the system is not responding at this time" message). The reasons for encountering problems can be varied: high internet traffic, server downtime, user-related problems such as computer hardware, connection speed, etc. But what I gather from most discussions on FlyerTalk boards is that accessibility and speed problems are attributable to problems encountered at the Starwood server end (esp. bookingengine). And at the risk of sounding like a boilerplate PR response, I recognize and appreciate Starwood’s continued efforts at improving the website. And I would like Starwood to be the best. That is why I am participating in this forum not to simply gripe about the website’s shortcomings, but also to offer solutions or to find out what features users/clients want to add or improve.

As for the other issue of improving website features, I have to agree with FlyerTalker “Rocky” (on a previous post) for pointing out the discrepancy in quality among the different Starwood brands. But of course we must not concentrate on the visual appeal a website has to offer (though one may argue that this is basic advertising and what is seen by thousands on the internet directly affects revenue). The website must also be user-friendly and intuitive. In my previous message, I identified Marriott Rewards as a case in point. The ease in navigating the website is heightened by the aesthetic appeal. Moreover, just recently, I learned that Hyatt has “upgraded” its website with added features, so I checked it out and found that by far, they have the best hotel website (IMHO). Consider these added features that are lacking in Starwood’s: current year-to-date stays, current year-to-date-nights, hotel stays listing all hotels (including check-in/check-out dates), base points earned, bonus points incurred, award and bonus histories, stays needed for next elite tier, etc.

I would therefore offer Starwood an unsolicited advice: emulate Marriott Rewards and Hyatt GoldPassport sites and you’ll surely get my vote for the best website in the next Freddie Awards. But then again, this is only one user’s opinion. I would however still insist that Starwood consult a focus group of SPG members or create a venue where regular website users like myself would “vote” for what features we would like to see in the new and improved website. Until then, sadly, my vote for the "Best Website" would have to go to a website other than Starwood's.




[This message has been edited by Nomad2k (edited 11-30-2000).]

I wish they get their act together. In this quick information age, a malfunctional website can cost a company a lot of dissatisfied customers and revenue flight!