Starwood Preferred Guest - Who to contact if bonus pts didn't post to account?

Hi everyone,

I spent Labor Day weekend at the Westin San Diego - one of the hotels listed in the "Our Anniversary. Your reason to celebrate." promotion. I registered for this promo approx. a week before my stay...

Link:
https://www.starwoodhotels.com/preferredguest/promotions/registration/landing_page.html?promoID=N4Y

I should've received double starpoints, but they never posted to my account. Who should I contact about this?

Thanks!

Bonus points don't normally post at the same time as the stay points do. They normally show up 1 or 2 weeks later.

in my experience, bonus points points normally show up the weekend AFTER you "earned" them. ie - SPG tends to do the bonus "sweeps" every weekend. at least, that's what i can figure out looking at my account.

if your points don't post after another week or so, i'd contact one of the very helpful Starwood Lurkers on this forum :)

Ahh - thank you. Is this any different than the other promotions SPG runs? Those points have always posted a day or two later at most...

Ahh - thank you. Is this any different than the other promotions SPG runs? Those points have always posted a day or two later at most...

hmm, not sure. i don't think i've ever seen my points post that quickly! you must be lucky!

Bonus points don't normally post at the same time as the stay points do. They normally show up 1 or 2 weeks later.

Empirical data suggests that the bonuses for N4Y are posted on the Saturday following the previous week's stay postings. ;)

I would expect the next sweep for N4Y to be conducted on Saturday, September 6th.

Best regards,

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

guest.forum@starwoodhotels.com

Empirical data suggests that the bonuses for N4Y are posted on the Saturday following the previous week's stay postings. ;)

I would expect the next sweep for N4Y to be conducted on Saturday, September 6th.

Best regards,

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

guest.forum@starwoodhotels.com


Thank you William, BVsmurfette and Jumpgate! I guess I have always been lucky in the past and seen the points nearly immediately! Maybe I should just be more patient in the future ;)

It seems kind of obvious to me that you should take a look at the Terms & Conditions of each promo, to see what has been promised:

https://www.starwoodhotels.com/preferredguest/promotions/registration/terms_conditions.html?promoID=N4Y

In this case, the T&Cs read (in part):

Double Starpoints per stay will be credited to the member's account within 4-6 weeks of the stay posting to the member's Starwood Preferred Guest account.

So realistically, you should wait till that time (4-6 weeks) has elapsed before inquiring about the points. Since your stay was completed less than a week ago, it's hard to see why you say the bonus points "never" posted to your account! "Never" is a heck of a lot longer than a few days, for any promo I've been acquainted with! :D

On some promos the timeframe has been x to y weeks after the end date of the promo, rather than the end of the stay.

Happily, bonus points often (though not always -- there have been some notable examples) post much sooner than the timeframe cited in the T&Cs.

As indicated above, wait 4-6 weeks as per the terms and conditions. Otherwise, they will not credit your account anyways at least in my experience.

On the same note, who should I contact for points that were awarded due to service issues? I stayed at the W Times Square about 2 months ago, and due to some service issues, the duty manager promised to credit my account with 10,000 points... The points still have not posted to my account... I'm guessing I should call the property directly, but I have since forgotton the name of the manager I talked to....

On the same note, who should I contact for points that were awarded due to service issues? I stayed at the W Times Square about 2 months ago, and due to some service issues, the duty manager promised to credit my account with 10,000 points... The points still have not posted to my account... I'm guessing I should call the property directly, but I have since forgotton the name of the manager I talked to....

I say call the hotel, however, I must ask.

Looks like you did not get this in writing? Folks, never leave the hotel with a "promise" get the information on hotel letterhead in writing! Preferably on the MOD/FDM letter head or the back of their business card.

If you don't have it in writing, basically its "your word" against the person who told you, you would get the points.

On the same note, who should I contact for points that were awarded due to service issues? ....

Corporate Customer Service. 800-328-6242. Good luck.

Best regards,

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

guest.forum@starwoodhotels.com