I have been a very loyal Starwood customer for three years (over 100 nights in CY2006), however, in the last several months I have become increasingly disappointed with the loyalty program. Is this just me or is there a trend developing here...?
The entire points devaluation is number one on my list. Moving the most desirable locations up one category is outrageous.
Second, I received a 50% off points-reward for reaching Platinum again... the room had to be reserved by 28-Feb-07 and was good for Category 4 or lower. I tried to redeem it at three properties in Europe and was unable to use it because standard rooms were not available, although there were many rooms for purchase and for full points redemption.
Third, in January there was an entry on my Starpoints Account Activity for "-6100" points from my Starwood American Express card. I called customer service and they had no idea what this was. Two days later that line item was removed from my on-line Account Activity but the total point balance remained unchanged. So I lost 6100 points for using the Starwood American Express card (Lurker, if you are there I really want my 6100 points back, that is a deal-breaker for me - I have called SPG and American Express at least three times each, NO one has a clue, except for the person that deleted that line item).
In three years of loyal patronage, I have had very few issues or problems with Starwood, yet I have had many disappoints in the last three months with SPG. Yes, Starwood is doing things right in their hotels as demonstrated to me by all properties in Manhattan frequently being sold out, so will they miss the $100K I spend in three years at their hotels if I go back to HHHHilton or (gasp) Marriott?
rhetor
Mar 17, 07, 11:58 am
Yeah, a number of these issues wouldn't be awful on their own, but they've reached a critical mass. This year I have 10 nights at SPG, 22 at HH and 12 at IC/Priority Club. Last year I was exclusively SPG. I'm not sure any program is really superior to SPG's but when you finally realize you're just another faceless source of revenue to them,* it doesn't instill much loyalty. :(
*and of course, I knew this all along; it just used to be easier to think that they had a more personal committment to their customers. It's sad to find out you're not special. :p
ldsant
Mar 17, 07, 1:23 pm
I'm not sure any program is really superior to SPG's but when you finally realize you're just another faceless source of revenue to them,* it doesn't instill much loyalty. :(
*and of course, I knew this all along; it just used to be easier to think that they had a more personal committment to their customers.
I think that this has to be one of the best way to characterize things as of late. It's not that things are so much worse than other chains, it's just that SPG has now become just LIKE other chains. The differential factor of great customer service has just gone by the wayside (and obviously there are exceptions e.g., Westin Seattle, Sheraton Belgravia just to name two favorites in my experiences).
To the OP: I too lost out on points (15K) since I did book a room using the Platinum 50% off coupon and then was told "oh - that shouldn't have been allowed. . ." AFTER I had taken the trip and stayed at the hotel which was a Category 4 and was before February 27 end date. I've emailed Customer Service 3 times and no response from them. So I empathize with you at the level of frustration (especially due to the fact that all of my points are gained through stays at *wood).
I guess what's surprising to me, as to so many others it appears, is how the service and loyalty program is appearing to degrade so much so quickly. A few years ago *wood really did seem to be the best in the industry in so many ways (true leader). Now, as rhetor mentions, it appears that their "commitment to customers" has gone down somewhat. I wonder what has changed to make this so?
I realize that on this board there is a lot of anecdotal information in spurts and most people say "what's the compensation I should receive?" but it sure does seem that there are many people who are unhappy with stays lately - whether it is lack of upgrades, not receiving Plat benefits, the whole devaluation of points, or just general "laissez-faire" by *wood.
I realize how fortunate we are to have Starwood Lurker participating on FT, but that is one person in the organization - why can't they replicate this type of response/service throughout the organization in some way? Seems to me that short-sightedness rarely pays off long-term e.g., *wood is filling hotels right now and charging high rates and don't really seem to care about loyal customers; however as we always see, economics are cyclical and people do remember how they've been treated by a company.
Personally I am rather happy with *wood compared to some other chains, but my business too this year, as last, is being "split" as opposed to all of it going to *wood. As I've said before, for me it's never a "big" thing; but it's the little things that add up that just become somewhat difficult/annoying.
flyingdagger
Mar 17, 07, 2:14 pm
Two days later that line item was removed from my on-line Account Activity but the total point balance remained unchanged.
As I was reconciling my YTD SPG activities the other day, I've also noticed line items which were previously there, to have been deleted. It was a couple of AMEX lines, and a couple of bonus pts lines. So far, the overall balance has not changed, so I'm not yet concerned, but it gets me to wondering what's going on.
bp888
Mar 17, 07, 3:38 pm
As I was reconciling my YTD SPG activities the other day, I've also noticed line items which were previously there, to have been deleted. It was a couple of AMEX lines, and a couple of bonus pts lines. So far, the overall balance has not changed, so I'm not yet concerned, but it gets me to wondering what's going on.
After a few weeks or months of activities, especially involving award multiple redemptions and/or cancellations and missing credit claims, it's almost impossible to reconcile one's records with SPG's. SPG really needs to improve their points accounting. Their current system is just too simplistic and provides too little data for accurate reconcilation. It would also be nice to be able to generate printer-friendly monthly statements rather than screen dumps. Hello... it's 2007! :rolleyes:
Starwood Lurker
Mar 19, 07, 12:45 pm
...(Lurker, if you are there I really want my 6100 points back, that is a deal-breaker for me - I have called SPG and American Express at least three times each, NO one has a clue, except for the person that deleted that line item)...
If you want my assistance with this, I would need to know your SPG account number. You can send it to the email address below.
Sincerely,
William R. Sanders
Customer Service Coordinator
Starwood Preferred Services