Starwood Preferred Guest - Dreadful customer service, voice mail and web service

I tried to change my reservation online tonight and it took me in circles with the sign in and password, back to the reservation, etc. So I called and spent at least 15 min with another circle of giving my number, waiting, giving my number again, waiting. Then finally, being told that they could not complete the call and I should hang up and call again. All the while, they kept announcing that I should ask to take the survey. Oh, MAN, they do not want to hear what I would say to the survey. I cannot believe this is typical but if it is, I won't be in a hurry to stay at Starwood Hotels. If it is not a 24/7 phone line they should tell you instead of all this nonsense. :td:

Avoid spg.com for anything other than looking for a property. You gotta call.

Avoid spg.com for anything other than looking for a property. You gotta call.

If this was early Sunday morning, that probably would not help either. This is the largest problem when using a mainframe database...it has to be taken down for maintenance periodically and - historically-speaking - this time frame affects the least number of people.

Still, it is a regrettable and unavoidable situation until the new technology comes online late next year. Then, a whole host of new capabilities is going to arise, including the ability to only take down parts of the system for maintenance, from what I understand.

Best regards,

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

guest.forum@starwoodhotels.com

This was Sunday night California time and the phone service was down also. How can that be?

Finally today, I got through on the phone but got a newbie who deducted 1000 points from my account. Called back to discover that he had messed up all 3 reservations. A nice lady fixed everything and gave me back the 1000 points that had erroneously been taken. And this is the phone service. On a Monday morning. Not good.

This was Sunday night California time and the phone service was down also. How can that be?

Finally today, I got through on the phone but got a newbie who deducted 1000 points from my account. Called back to discover that he had messed up all 3 reservations. A nice lady fixed everything and gave me back the 1000 points that had erroneously been taken. And this is the phone service. On a Monday morning. Not good.

Hi Karen2,

I am sorry to hear that you have encountered problems the second time you called. If you have the details of the associate who has messed up your reservations, do send me a PM and I will keep the supervisor informed.

Thank you for your kind patience.

apguest.forum@starwoodhotels.com

Sorry about your problems you might have caught just a bad patch.... however despite their sometime shortcomings this one area (phone and customer service in general and even the website) SPG is far superior to Hilton.:)

mike