Starwood Preferred Guest - A job well done: Whom to write?

Hey folks, a member of my traveling party left my suitcase in a parking lot at a Starwood property in Atlanta....long story short, it was full of valuable items (including an emerald ring given to me by a deceased relative) and somehow was returned to me with absolutely everything intact.

!!

The staff at the Sheraton Gateway Atlanta did a great job helping me look for the bag, then contacting me and shipping it once it was located. I've emailed using the address on SPG.com, but haven't yet received a response. Anyone here know to whom I should direct letters with specific praise about the staff people involved?

(If I hadn't already become a loyal Starwood guest? I certainly would be now! An unbelievable job. I am sincerely, and tremendously, grateful.)

I would write the hotel's GM and corporate customer service.

You could try calling the Gold or Plat line and filing a report with them. I have done this in the past and it seems to work well because it generates some type of communication with the GM and property being mentioned. In other words the employees you are praising get some recognition for a job well done, at least that has been my experience.

Snail mail and fax a letter to the GM of the property as well as to Corporate Services at Starwood. I do this and it actually does get results! Plus when I returned to the hotel the person I had recognized thank me for doing so! It's so easy to complain; much better to compliment ;)

StarwoodLurker advised me to write to customer services when I received exceptional service from the Sheraton Airport PHX, and I got a lovely email back both from CS and the GM.
It's nicer to compliment than to complain. :)

I had cause recently to praise the W Seattle from the rooftops and figured that a letter to the President of Starwood was the way to do it. I received a lovely letter back from the President's office as well as a follow up email from the GM. The individuals in question also received an official commendation from the President's office that they hinted at being reasonably substantial.

Since then I've had the most amazing customer service from everyone at the W Seattle and will always stay there when in town.

I believe that if you are one to complain to CS organisations for bad service (which I am), then you should be equally prone to heap praise where it is due.

Fritz van Paasschen
Starwood Hotels and Resorts Worldwide, Inc.
1111 Westchester Avenue
White Plains, NY 10604

:)