Starwood Preferred Guest - Fast fix for points not posted. Kudos SPG

I have to give SPG a huge kudos.

I had a 5 night stay at the Sheraton 4 Points St. Paul Capitol last week. Checked out Friday morning. The stay posted on Sunday. The double stay double night promo posted at the same time. Only problem was, I received no points for my restaurant charges. I used the SPG web site contact for missing credits link and explained the situation. The extra points were posted within 24 hours. Now that is fast for everything.

Had a great experience with this service as well! ^

I had the opposite experience. My points for two stays at the Sheraton Bologna and Firenze did not post, so I used that web link. Both times I received a standard reply:

Dear Mr. attorney28,

Thank you for your recent email concerning your Starwood Preferred Guest account. I welcome this opportunity to assist you.

We allow up to seven days from your date of departure for the hotel to credit your Starwood Preferred Guest account with eligible charges.

If the stay in question does not appear on your account after seven days, I ask that you send a copy of your hotel bill or credit card statement to the address or fax number listed below. Please include your date of arrival, length of stay and your membership number.

Fax: 1-512-836-4002

Address: Starwood Preferred Guest Program
P.O. Box 143986
Austin, TX 78714-3986

I regret any inconvenience our request may cause. However this information is necessary in order to award you with the appropriate number of Starpoints.

In order to expedite awarding of Starpoints for future stays, please provide your Starwood Preferred Guest membership number at time of booking or at anytime during your stay.

We appreciate your patronage of Starwood Hotels & Resorts Worldwide. If you have any further customer service questions or concerns, please feel free to contact us at starwood.preferred.guest@starwoodhotels.com.

I'm sorry, but I have already given them the info they need through the web link (name of hotel, date of stay, length of stay, my data, including SPG number and everything else). If there is uncertainty about the dollar amount, they should contact the hotel to verify. Why do I have to send a fax to the USA just to get the points I should be getting anyway? With Hilton, I made a missing credit request in the past, and they took care of it, no need to send faxes.

I had the opposite experience. My points for two stays at the Sheraton Bologna and Firenze did not post, so I used that web link. Both times I received a standard reply:

Dear Mr. attorney28,

Thank you for your recent email concerning your Starwood Preferred Guest account. I welcome this opportunity to assist you.

We allow up to seven days from your date of departure for the hotel to credit your Starwood Preferred Guest account with eligible charges.

If the stay in question does not appear on your account after seven days, I ask that you send a copy of your hotel bill or credit card statement to the address or fax number listed below. Please include your date of arrival, length of stay and your membership number.

Fax: 1-512-836-4002

Address: Starwood Preferred Guest Program
P.O. Box 143986
Austin, TX 78714-3986

I regret any inconvenience our request may cause. However this information is necessary in order to award you with the appropriate number of Starpoints.

In order to expedite awarding of Starpoints for future stays, please provide your Starwood Preferred Guest membership number at time of booking or at anytime during your stay.

We appreciate your patronage of Starwood Hotels & Resorts Worldwide. If you have any further customer service questions or concerns, please feel free to contact us at starwood.preferred.guest@starwoodhotels.com.

I'm sorry, but I have already given them the info they need through the web link (name of hotel, date of stay, length of stay, my data, including SPG number and everything else). If there is uncertainty about the dollar amount, they should contact the hotel to verify. Why do I have to send a fax to the USA just to get the points I should be getting anyway? With Hilton, I made a missing credit request in the past, and they took care of it, no need to send faxes.

Sounds to me like you did not wait the required 7 days after check-out to make the request. But, even if I'm wrong, there could be several other reasons why they are requesting a hotel folio. If you want, you can send me your account number and I will have the E-Com supervisors look into why you received this response.

Sincerely,


William R. Sanders
Customer Service Coordinator
Starwood Preferred Services

guest.forum@starwoodhotels.com