Starwood Preferred Guest - denied 500 points thank you amenity

Stayed at the Sheraton Libertador in Buenos Aires April 14/15. Upon check in I requested the 500 points amenity. When I went to my room, there was a half bottle of red wine on the table, with no letter from management or anything. I did not touch the bottle and left it in the room when I checked out.
Since the 500 points never were credited to my account I claimed them through customer service. A few days later I received a mail stating that the hotel had provided an amenity and that consequently was not entitled to the 500 points...
What else can I do? I replied arguing about it, but the response was negative again... I find this attitude extremely anti commercial and this the reason I am reporting it on this site. Hopefully will the lurker read this and report it as well.

Stayed at the Sheraton Libertador in Buenos Aires April 14/15. Upon check in I requested the 500 points amenity. When I went to my room, there was a half bottle of red wine on the table, with no letter from management or anything. I did not touch the bottle and left it in the room when I checked out.
Since the 500 points never were credited to my account I claimed them through customer service. A few days later I received a mail stating that the hotel had provided an amenity and that consequently was not entitled to the 500 points...
What else can I do? I replied arguing about it, but the response was negative again... I find this attitude extremely anti commercial and this the reason I am reporting it on this site. Hopefully will the lurker read this and report it as well.


AFAIR the 500 points are a NA only amenity!

AFAIR the 500 points are a NA only amenity!

I get the 500 points in China, but not Europe, so it's not just NA.

Recently stayed in Urugay - neither points nor amenity posted - corrected by a call.

There is a place where you can check where 500 pt amenity is an option - from memory I know it is not in Europe - but is in Asia, S. America (and USA)

I am puzzled: in Europe, if you do not get anything you cannot later ask for the 500 points?
Also, is the up to the 2,000 points for mechanical or service problems does not apply internationally?

I am puzzled: in Europe, if you do not get anything you cannot later ask for the 500 points?
Also, is the up to the 2,000 points for mechanical or service problems does not apply internationally?

In the past William has posted that the "Sheraton Promise" is only a NA thing.

...Hopefully will the lurker read this and report it as well.

From what I can tell, the hotel posted the points on April 28th. This is probably one of those hotels that has to ask affinity to post the points on their behalf. Sorry for the delay.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

In the past William has posted that the "Sheraton Promise" is only a NA thing.

Yes. Sheraton Service Promise is for Sheraton-branded hotels and resorts in the North American Division only.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

Yes. Sheraton Service Promise is for Sheraton-branded hotels and resorts in the North American Division only.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com
I am afraid that the 500 points posted on the 28th of April was for a stay at the Sheraton Buenos Aires (April 19/20 stay). I received a mail from SPG customer service that the Libertador hotel had given me not one but two amenities... Not only is it absurd but a lie. I replied to customer service and insisted the amenity was NOT given to me. I just gave up since it is not worth the trouble and aggravation, since it is my word against the managements word. Very bad commercial attitude, and I certainly will not stay at the Libertador again.

I am afraid that the 500 points posted on the 28th of April was for a stay at the Sheraton Buenos Aires (April 19/20 stay). I received a mail from SPG customer service that the Libertador hotel had given me not one but two amenities... Not only is it absurd but a lie. I replied to customer service and insisted the amenity was NOT given to me. I just gave up since it is not worth the trouble and aggravation, since it is my word against the managements word. Very bad commercial attitude, and I certainly will not stay at the Libertador again.

thierry, with all due respect, you're just dead wrong on most of these assumptions.

The 500 points for the Sheraton Buenos Aires Hotel posted to your account on April 29th. I know this because the property number, which you probably cannot see online, is right next to the posting on the same line item.

Same for the Sheraton Libertador. The points were posted on April 28th, and the property number is proof of it as it is on the same line item.

From what I can tell, customer service may be confusing a 500 Platinum welcome amenity that the hotel posted with the original stay that was removed when the stay was corrected on our end. That is probably why they think the hotel double-posted it. Confusion? Perhaps. A lie? No.

You have both Platinum amenities for these two stays.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com

I certainly will not stay at the Libertador again.
Really? Over 500 points that actually DID post, only you didn't look at your account carefully enough to see them?

:confused:

The 500 points really did not post, only once this exchange has happened in fact, as the date of the posting suggest on my account (May 3).
The reason(s) I would not stay at this hotel are in fact numerous, and this is one more...