Starwood Preferred Guest - Amazing Customer Service Thx!

Connie at the Starwood customer service ctr added the missing stay to my acct with out any trouble. I was anticipating the need to do battle to get this taken care of and she made it fast and easy.

In this day and age of depreciating customer service standards I would like to thank Starwood and Connie for their efforts. They are recognized!

They truly are the best at what they do. Now, if only the airlines could take some notes...

You may want to fax/snail mail a letter to Starwood Customer service detailing the good service she provided. From my understanding, these letters really do make a BIG difference (for the employee).

I just had a bad experience with the hotel but good customer service too ... I stayed at the Westin Regina in Cancun and have been looking for my points. The website shows 0 points and 0 stays even after 6 weeks. When I called, the woman called the hotel and said that I would get NO points (I am already ticked because of the crummy earnings ratio of points/dollar spent but to get NOTHING irks me) because the guy at the desk said that I booked through a travel agent and so the price was too low to get any points! I have never heard of this! I said that I did not use a travel agent (I didn't) as I do all of my arrangements myself and I used the internet - expedia.com in fact. She said that he told her that not only did I use a travel agent, I actually checked IN with a travel agent! What an incredible liar! I could not believe it. She asked me to estimate how much I spent and she said she would give me credit. I only wish that I had charged all of my meals, health club fees and so on to my room instead of paying cash, well live and learn. But I don't think I will be going back to Starwood anytime soon.

Whether or not you used a travel agent should have no bearing on your ability to earn Starpoints and no one deserves the poor treatment you have received. That said, keep in mind that as far as a hotel, airline, or car rental agency is concerned, Expedia.com is a travel agent like any other. It's an ONLINE travel agent, but an agent just the same.

CozumelJen,

We are pleased that Member Services was able to credit this stay on your behalf. There is no way for me to check into this without a way to access your account. If you wish, please send me an e-mail to the e-mail address referenced below and I'll be glad to look into it for you further. Without a hotel bill or a charge shown on your credit card statement faxed to us, we depend upon information supplied by the hotel for applying missing stays. Since neither I nor the Member Services Representative to whom you spoke are privy to the documentation he cited, it would be improper for us to make any comment other than to apologize for any improper implication he was projecting.

Best regards,

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

guest.forum@starwoodhotels.com


[This message has been edited by Starwood Lurker (edited 02-22-2001).]

I was missing a stay from a couple of weeks ago and this week I submitted the "missing credit" e-mail to Starwood. I was absolutely astounded to receive an e-mail that same day saying that my stay had been credited. By contrast, I have a missing stay from Marriott from two months ago that I reported over two weeks ago (including having to fax my folio) and still have had no response whatsoever. I am still quite new to Sheraton, but this kind of service has me seriously rethinking my strategy for 2002.

This type of CS experience is in line with what most of us experience.... http://www.flyertalk.com/forum/smile.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by TravelWeary:
I was missing a stay from a couple of weeks ago and this week I submitted the "missing credit" e-mail to Starwood. I was absolutely astounded to receive an e-mail that same day saying that my stay had been credited.</font>

I had a similar experience; very impressed with this new function!