Starwood Preferred Guest - HELP! Starwood denies full 20% rebate

Hi everyone, need advice. Just checked my account, and even though I had redeemed 20,000 starwood points during the targeted promotion they only credited me with 3,196 points. I was totally confused as I felt I should either get 4000 for the actual redemption, or 5000 based on the way they post it: transfer 25,000 to american airlines; + 5000 bonus. Either way I was happy. Well I called to find out why the error. This is what I was told after 20 minutes on hold. The redemption is based ONLY on points earned on the credit card, thus if you redeem points from a stay at a hotel, or transfer from your spouse's account, or get a bonus for something, they won't consider that part of the redemption!!!!! I was stunned. I just kept reading the card with the promotion, and while it says you can earn starpoints with the card, NOWHERE does it say you can only use those credit card points for the rebate! I argued very politely and finally after all the time on hold the CSR said they would put in a request to the corporate office and they MIGHT give me a few more points but she doubts it. I should call back in 4 or 5 days. I am in shock. Has anyone else had this happen to them?

Marysunshine, I can see what might have happened here. We'll discuss it with the marketing gurus and the programmers and get back to you.

Thanks for bringing this to my attention. http://www.flyertalk.com/forum/smile.gif

Best regards,

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

guest.forum@starwoodhotels.com

No, thank YOU William, I was feeling a bit desperate, but feel better that you are looking into it. I was sure it would just fall between the cracks. Thanks loads. (Seems I'm thanking you a lot! and it's a pleasure to do so! http://www.flyertalk.com/forum/smile.gif )

edited for redundancy.. found my answer by doing a search.

[This message has been edited by zakami (edited 10-29-2002).]

Marysunshine, this should be fixed for you and the other 25 or so accounts that were affected by an Internal Transfer that was previously unaccounted for in the sweep.

Best regards,

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

guest.forum@starwoodhotels.com

Once again I am in your debt! Thank you for your help here and elsewhere. Makes one feel valued http://www.flyertalk.com/forum/smile.gif