Starwood Preferred Guest - For Starwood Lurker - Rate question

Hi William,

Need help here on defining whether this rate is cancelable or not

Rate Description:
Gp/Sp Leisure Rate.1nt Deposit guest Must Be Gp/Sp Member And Spg Member Guest Must Be Gp/Sp Member And Spg Member To Qualify.

Gtd/Deposit Policy:
A 1 night deposit is required 7 day(s) after reserving the room(s)
Cancellation Policy:
If you fail to cancel prior to 6:00 PM
2 night(s) prior to arrival a 1 Night(s) penalty charge will be applied.
All policies based on hotel time.


Had another heated argument with Singapore reservation office 1-800-80-1001 on "We can't cancel internet bookings" With 1-800-80-1343, "We can't even see internet bookings" God, what's wrong with these folks, are they all new or just finding easy way out of not helping even Platinum member. When I ask for her supervisor, she straight cancel my 3000 pt 1 night award reservation and said done. But when I check my account, no 3000 pts was deposited back into my account. My previous experience, when I cancel an award reservation, points are returned back promptly. Login again after 30 mins and still no points return. CASE CLOSE: Called back in 2 hrs, and they have credited points back to my account.

[This message has been edited by Danial (edited 07-02-2001).]

Danial, I am sorry that you continue to have this problem cancelling reservations made over the Internet. The only one that I am certain that cannot be cancelled is the Internet only Hot Rates since they are fully pre-paid and carry a nonrefundable deposit of the entire stay at the time they are made. I have sent an e-mail to a contact in the Asia/Pacific Division for clarification, but will probably not have an answer until late Friday.

The rate that you reference above looks as though it has a 72 hour cancel policy by 6PM, hotel time. It should be cancellable until that point, but to be sure I'd have to see your reservation in our system or at least be able to put in dates at a specific hotel for a specific rate plan. If you wish, send me this information via e-mail for verification. Be sure to put the words 'Guest Forum' somewhere in the subject line of your e-mail.

Best regards,

William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com