Starwood Preferred Guest - * points ethics question

I just received 6,000 * points. 4,000 for a stay I never had and my 2,000 bonus.

Now, I have stayed at this hotel before (I was there 2 weeks prior to this phantom two night stay -- and that stay was credited accurately), but I didn't stay there the two nights I'm credited for. Additionally, I don't think this hotel has any rooms that go for $1000/night even at RACK rates. Also, my credit card was never charged $2,000.

I DID complain about some poor service during my previous two night stay, so I guess its possible this is in response to that. But normally those go in as "Goodwill" points or something and not as a phantom stay. Also, I never got any e-mail from anyone saying these points were to be awarded.

So -- what should I do? I'm very happy with an extra 6,000 points. Should I shut up? Should I let them know and plead for them to let me keep them?

I've actually been banking points for a trip I have in the near future, and this 6,000 takes me there - so I'm pleased with that.

Any advice?

Should I shut up?

Too late now. ;)

Too late now. ;)

True - but I think this is pretty anonymous. :-)

If it's just a mistake on the part of *wood then I'm happy shutting up, but my concern is that someone who actually deserves these points (and spent $2000 possibly) has not received them.

Granted, I'm about to sound like the NY Times Ethicist, by you did pose this question as an ethical one, so here goes.

There's no question as to the ethics of the situation. You let them know and if it is a mistake, they're likely to reverse the stay & points. I pointed out a mistake very similar to this to a Plat. Concierge once. She inquired further and it was reversed; no credit for honesty.

In my opinion, the ethics aspect of this is very straight-forward, which you probably know. As is often the case in life, the only question is whether you choose to be ethical.

AZ, is right. You knew the answer before you posted on FT. You were hoping to keep the points and wanted someone to give you a reason to feel OK about it. I say be honest and let the cards fall where they may. I have learned that honesty doesn't always get you what you want, but you feel better about it. That being said, I would bring up the bad experience that you had. Perhaps the points were intended to make up for the bad stay. Maybe those points weren't intended for you, but they should do something to make the stay up to you. Maybe getting the points just provides you with the proper motivation to speak up.

What on earth would motivate you to give up free points? I don't think you are doing anything unethical unless you have attempted to defraud Starwood which you haven't. I think this is comparable to hotels publishing rate mistakes- the hotel deals forum is filled with people insisting on their rates being honored, some even go to the extent of litigating. Mistakes like this should not be the consumers responsibility.

If the points do in fact belong to someone else I am sure Starwood will credit their account upon contact since it is Starwood's mistake.

SNIP.....
I'm about to sound like the NY Times Ethicist......

New York Times and Ethics in the same sentence???
A contradiction in terms.. :confused:

True - but I think this is pretty anonymous. :-)


Don't be so sure.

What on earth would motivate you to give up free points? I don't think you are doing anything unethical unless you have attempted to defraud Starwood which you haven't.

So, if I hand a grocery clerk a $20 bill for a pack of gum and she hands me back change for a $50 ---- I should take it without saying anything? No, I don't think so. Just because I don't make an active attempt to defraud her doesn't mean I should be able to make a $30 profit for just standing there.

If folks routinely think that way, we're in real trouble.

What on earth would motivate you to give up free points? . . .

I don't think you are doing anything unethical . . .

The the title of the thread is "*points ethics question."

From a purely ethical perspective, not withstanding an individual's delight in being the recipient of a several-thousand-point error, this is a slam dunk.

The OP strongly suspects, but is not certain, that a mistake was made. The ethical thing to do is bring it to the attention of Starwood and let them look into it.

Again, purely from an ethical perspective, without regard to whatever laws might apply, it's not unlike money mysteriously showing up in your bank account. The ethical thing to do is bring it to the bank's attention. It's really that simple.

Another way to look at this is from the standpoint of fairness. You can bet if the mistake went the other way, the OP would no doubt be all over SPG to sort it out. That's how I looked at when I asked a Plat. Concierge about a mysterious deposit into my account. If I were missing points, I would bring it up; I felt compelled to do the same when it was the other way around.

...
You can bet if the mistake went the other way, the OP would no doubt be all over SPG to sort it out. .
...


I think a better analogy would be to expect SPG to correct the problem on their own if it went the other way.
And in my experience that just doesn't happen very often.

After spending countless hours chasing missing points here and there I feel there is nothing unethical in taking advantage when you get a lucky break.

After spending countless hours chasing missing points here and there I feel there is nothing unethical in taking advantage when you get a lucky break.

I agree with your post excpet for one word, the unethical one. If you honestly didn't deserve the points, and the points have a monetary value, then if you're truly ethical you'll give them back.

Lurker has said that they audit accounts every so often so the OP's points might disappear one day. There's a thread on it, if you search.

And, for what it's worth, I've had a phantom stay appear randomly after I filed a corporate complaint against a property and the property never bothered following-up on it (and I had given up). I just figured it was some sort of (small) restitution and never bothered pointing it out to anyone.

For the question to be asked in the first place it is already bothering your conscience. With that being the case, give it back. Whether you get a honesty bonus or not is not the issue.

Great, now I am sounding just like one of my mother's speeches when I was a kid. :p

Alright -- GUILT.

I'm going to write to SPG and be honest.

I'll post the resolution.

Alright -- GUILT.

I'm going to write to SPG and be honest.

I'll post the resolution.

I think you will get better results if you call them. If you email them about it and about the past problem you had, there is no emotion. Talking to people tends to get the message across much better IMHO....

Thank you for emailing us. I welcome this opportunity to assist you.

I have removed the 6,000 Starpoints from your account for the incorrect posting and I have requested 1,000 Starpoints be posted to your account as a gesture of goodwill. Please
allow 7-10 days for the Starpoints to appear.

Wow. I feel so moral and upstanding. :rolleyes:

Oh well. I've got 1000 points I wouldn't have had otherwise. Sorta.

Even if you're a little bummed about the 5,000 points that aren't there any more, you did the right thing. And maybe they'll put you on the "don't make this person be a permanent member of the targeted promo control group" list for doing the right thing!

You did the right thing (as did SPG, IMO). ^

That was an awfully quick response from SPG (?). I wish they were that prompt in respondng to requests for missing points. :(

Good for you, Jumpgate. Your example serves as a reminder to the rest of us..... Remember, "good goes around ...."

^

1000 points are better than nothing. Good for you for being honest.

Some may say 6000 are better than 1000, but they may have caught the mistake at some point, so again 1000 points are better than nothing. :D