Starwood Preferred Guest - Online chat at spg.com

I haven't seen this reported. But I truely enjoy this new functioin under customer support. Now I can change the room type,adding the name of the 2nd guest to the reservation, checking SPG50, etc "online." Great feature when you are not convienent or don't want to call.

Has anyone used this function recently?
I have been "on hold" with the message below for more than 30 min. with several tries.
"One of our associates will be with you shortly. We appreciate your patience."

Funny! I tried it yesterday from two different browsers and both hung for a really long time. I was thinking of posting, actually, to see if anyone had ever used online chat successfully.

I have used it successfully a few times. There was a long time waiting for someone to answer -- 5-10 minutes. The nice thing is that you can copy and paste the conversation to keep a written record.

ok. this is new.

Our live help service is available between 4AM and 7PM EST Monday through Friday. We look forward to chatting with you!

ok. this is new.

Our live help service is available between 4AM and 7PM EST Monday through Friday. We look forward to chatting with you!

Hi jimmychang,

I don't remember it being very new. In fact, I saw this notice during the first few months this year.

Anyway, are you still having problems with the online chat?

apguest.forum@starwoodhotels.com

Hi jimmychang,

I don't remember it being very new. In fact, I saw this notice during the first few months this year.

Anyway, are you still having problems with the online chat?

apguest.forum@starwoodhotels.com

Well then I probably didn't notice that. It still takes me to the waiting message even during the off hour. I will give it another try tomorrow.

I love this feature. Note, though, that if you accidentally start a chat after 7pm it will just tell you to "wait" forever instead of letting you know they aren't there.

I tried this today for the first time. Waited more than 10 minutes and gave up. This needs attention!

USAirways can screw almost anything up, but my single favoritemost feature of that company's customer interface is their great chat option. In my experience, wait times are never more than about 30 seconds and, if it's much longer than that, the system is smart enough to advise that the chat system is currently too busy -- "please try again soon."

Any chat system should advise customers of any anticipated wait more than 30 seconds.

What's going on with *wood's chat?!?

Has anyone used this function recently?
"

Last week a couple of times with no problems. Just 1 or 2 (I don't remember exactly) minutes to connect.
Regards.

Carlos.

.... Note, though, that if you accidentally start a chat after 7pm it will just tell you to "wait" forever instead of letting you know they aren't there.Another example of the clueless SPG IT.

looks like they have just got the clue. ;) Now they will tell you to come back later if you try during the off hours. ^

Another example of the clueless SPG IT.

I tried it but waited for over 8 minutes... gave up as I had a meeting in 2 minutes.

Used it yesterday during normal business hours EDT, and had an agent (responding from a script, of course) helping me in less than a minute!^

Hmm, maybe I will give it a shot...

Maybe it's a reflection on societal norms, but doesn't anyone just call anymore? If you've got the time to be on "hold" for 10 min, you could've probably taken care of it with a simple phone call. :confused:

Caveat: I do realize sometimes it's not convenient to call...

Maybe it's a reflection on societal norms, but doesn't anyone just call anymore? If you've got the time to be on "hold" for 10 min, you could've probably taken care of it with a simple phone call. :confused:

Caveat: I do realize sometimes it's not convenient to call...

When I'm at work, it's easier for me to minimize a window than pretend I'm not on a personal call.

They really need to "retrain" some of the online chat agents.

I asked yesterday for the categories of upgraded award types available at the W San Diego. She sent me a link to book online.

As we all well know, you cannot book Specialty Select Awards (upgraded room types or suites) online. So I had to inform her of that fact. Then she asked me if I had an existing reservation, to which I could only reply that if I did, I wouldn't be enquiring about making one.

I eventually was able to find out they have a Cool Corner room upgrade for 2,500 add'l points but it took about half an hour to pull those teeth. It should not be that hard.

They really need to "retrain" some of the online chat agents.

I asked yesterday for the categories of upgraded award types available at the W San Diego. She sent me a link to book online.

As we all well know, you cannot book Specialty Select Awards (upgraded room types or suites) online. So I had to inform her of that fact. Then she asked me if I had an existing reservation, to which I could only reply that if I did, I wouldn't be enquiring about making one.

I eventually was able to find out they have a Cool Corner room upgrade for 2,500 add'l points but it took about half an hour to pull those teeth. It should not be that hard.

Hi daveland,

I apologize for the incorrect procedure given to you by the online agent. Unfortunately, mistakes do happen at times but if you have particulars of the agent you have liaised with, do send me or William(when he is back) a PM and I will forward this to the supervisor in charge.

apguest.forum@starwoodhotels.com

I have used this chat service a few times and been very happy. However, I just had an experience that wasn't great and has me wondering whether the 'associates' on the other side are in fact SPG associates.

In the past I've asked questions about rates and my account and the 'associate' was able to answer. This time the agent first directed me to call the Contact Center and then started popping up screens with the number to call. I asked why I needed to call and she couldn't help me. Then she proceeded to pop up windows to the SPG.com profiles of the 5 properties I was asking about. When I asked her why she couldn't answer my questions about SPG50 rates at these properties she said she can only help with website issues and I needed to talk to an SPG associate. I asked if she was an SPG associate and she said that she is not. But at the top of the window it says "Starwood Preferred Guest Online Chat". So now I don't know whether the previous agents were overstepping their boundaries, including looking into my account per my request, or whether she is simply not well trained. In any event I think that proper etiquette would be to ask someone if they would mind you popping up additional windows on their computer before doing so.

So I guess the question I have for the Lurkers is whether the agents at SPG Online Chat are supposed to be able to provide the same information as those in the Call Center? How about Click To Call and Email from the Customer Service menu in the top right of SPG.com?

...So I guess the question I have for the Lurkers is whether the agents at SPG Online Chat are supposed to be able to provide the same information as those in the Call Center? How about Click To Call and Email from the Customer Service menu in the top right of SPG.com?

I can make some inquiries; however, it might take a few days to sort out.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

...So I guess the question I have for the Lurkers is whether the agents at SPG Online Chat are supposed to be able to provide the same information as those in the Call Center? How about Click To Call and Email from the Customer Service menu in the top right of SPG.com?

Well, I got an answer more quickly than expected. :) ^

The supervisors for this department say that "all chat agents are trained in Starwood Preferred Guest. Whether via email, chat or click to call the information should be identical."

So, my apologies and, accordingly, I would expect to hear from them soon regarding this particular experience as well.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Well, I got an answer more quickly than expected. :) ^

Once again you work wonders, William! :-:

I've already heard from the Asst. Manager of the E-com dept. She apologized and reiterated what you said. She said that the online chat agents have the tools and resources to assist you with the requests. So it seems they can do the same things that phone agents can do. This is great news and the speed with which it was addressed speaks volumes about SPG & Starwood! :)

Maybe we could suggest they read these boards as training. I have learned so much from you all!

Does anyone know the hours/days that this service is supposed to be active? Is this service open on Saturdays?

I have yet to successfully chat.... does anyone know if the service is "anti-Mac"?

I have yet to successfully chat.... does anyone know if the service is "anti-Mac"?

What happens when you try?

What happens when you try?

Pop-up screen:

Service Unavailable

We're sorry! Chat is unavailable right now, but we're still here to help. You can reach us by email or phone through our customer support pages. Thank you, we appreciate your understanding.

Starwood IT :rolleyes:

Pop-up screen:

Service Unavailable

We're sorry! Chat is unavailable right now, but we're still here to help. You can reach us by email or phone through our customer support pages. Thank you, we appreciate your understanding.

Starwood IT :rolleyes:

This is the message you get when they are closed. I think they are only open for the chat during business hours on weekdays. I'm guessing US Central Time. Would be helpful if they stated their working hours in the message referenced above.

According to the chat agent I spoke to just now the chat service is available from 4 am EST to 7 pm EST Monday to Friday.

Would be helpful if they stated their working hours in the message referenced above.

Yes, but remember this is spg.com, which does not even list proper directions (closest train/subway!) to it's properties, has many misplaced commas, capitalization errors, etc. I'd highly doubt they'd bother to list the hours of the chat service.