Starwood Preferred Guest - Amenity points not posting

My last two stays have not had their associated Platinum Amenity points post. They typically post along with the stay.

When writing to "contact us," I'm told to wait "3-5 days" every 3-5 days. The answers I get from the email response center these days are a joke.

Anyone else having a similar issue with amenity points posting? FYI my last two stays were the Sheraton NY and Towers and the Four Points Manhattan.

Both amenity requests were received and noted on your account properly.

6/16 for the Sheraton New York and 6/20 for the Four Points by Sheraton Manhattan; however, the department that receives your request and the one that fulfills it are separate entities.

My guess is that E-Com is trying to give you the only answer they have - three to five days - because they don't know exactly when Affinity is going to fulfill your request.

Affinity is running a little behind these days; however, the points will reach your account eventually...that much is sure.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Both amenity requests were received and noted on your account properly.

6/16 for the Sheraton New York and 6/20 for the Four Points by Sheraton Manhattan; however, the department that receives your request and the one that fulfills it are separate entities.

My guess is that E-Com is trying to give you the only answer they have - three to five days - because they don't know exactly when Affinity is going to fulfill your request.

Affinity is running a little behind these days; however, the points will reach your account eventually...that much is sure.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Thanks, William, for the assist. I think my confusion arose from the fact that this had traditionally been an automated process, and for my last several stays, it had not been.

In case it helps with internal troubleshooting as to why the automated posting did not happen, during the first referenced stay I utilized kiosk check-in. Nothing was notable about checkin during the second stay.

Thanks, Lewis

Since qualifying for Platinum this year, I have noticed that about half of the Amenity points do not post, and I have to ask SPG Customer Service to post them.

It's always taken care of within a week after my email. However, SPG really should not have to be bothered with this if the hotels are doing thier part. The hotels seem to be dropping the ball.

What is "Affinity"?

I've noticed delays on Platinum amenities posting also. In the past, if it was going to occur without a phone call/email, it would post simultaneously with the stay credit and points posting.

What is "Affinity"?...

Affinity is a department within Program Services that posts Starpoints to your account when they don't happen the way they should have and we are notified by you. They also post gesture of goodwill points from hotels (Sheraton Service Promise, et al) and points from our various marketing partners as well as Starwood Preferred Planner Starpoints. Finally, they follow up on any transfers you make from SPG to your airline frequent flyer accounts that do not go through as planned.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com