I just had this experience too trying to modify a reservation, the agent asked me for my password. I refused to provide it.
Chris
Quote:
Originally Posted by mgchan
I definitely did not confuse the two; my web user ID is my e-mail address, and I would have said it made no sense to ask for my web user ID if I can also log in using my SPG number. It's not only concerning that the agent asked for my password, and confirmed it was the password I use to log into the web site when asked, but also accepted the correct completely temporary password. If they didn't confirm it by logging into my account, then they didn't verify anything at all.
I will note that I had a prior experience a few weeks ago with the online chat and they did not ask me for my password (either the one for the web or the one used to book awards, which I apparently don't know). Then again, they said they noted something on a reservation and that the manager would call me, and that never happened.
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Lurkers,
I can confirm that this is still ongoing. The agent wanted my www.spg.com password in addition to other information. There's something terribly wrong with the booking process.
I used the webchat to make a reservation once. They asked for my spg.com password. I immediately changed my spg.com password to something new and gave it to them. Using that they were able to create the reservation.
I can confirm that this is still ongoing. The agent wanted my www.spg.com password in addition to other information. There's something terribly wrong with the booking process.
Quote:
Originally Posted by piyush
I used the webchat to make a reservation once. They asked for my spg.com password. I immediately changed my spg.com password to something new and gave it to them. Using that they were able to create the reservation.
Just mentioning it as another data point.
Since no one seems to want to send me their account information so I can get to the bottom of this, all I can suggest is that if you are ever asked for your web log-in password, ask to speak to their supervisor. There is no reason for anyone to be asking you for your web log-in password for verification and if they make a mistake and do so, ask them to verify it some other way. They should then ask you to verify 5 things that only you should know about your account.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
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Quote:
Originally Posted by Starwood Lurker
Since no one seems to want to send me their account information so I can get to the bottom of this, all I can suggest is that if you are ever asked for your web log-in password, ask to speak to their supervisor. There is no reason for anyone to be asking you for your web log-in password for verification and if they make a mistake and do so, ask them to verify it some other way. They should then ask you to verify 5 things that only you should know about your account.
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You can actually have two things that Starwood calls "password.". Log in. Go into my account and my preferences. Go to username and password and hit edit. You can enter your password here for logging on to the website. Then there is a spot asking you to choose a "password reminder question". This is stuff like mother's maiden name or city you were born in. Then you enter your "password reminder answer". This does not need to be the same as your password. So you password can be 1234567 and your password reminder question can be mother's maiden name and the answer Smith. When chat or a phone rep asks you for your "password", this is all you need to say. (Smith) You can also ask for the reminder hint and they will give it to you. I guess this is what William means by an "account" password. It is, though, very confusing, and most reps, I think, don't even understand you might have two passwords.
I don't understand the reference above to needing this account password to make an online reservation. I never have. All I need to do is be logged into my account and I can redeem.
As for the guy upthread who changed his online password (but not his "account" password or his reminder question answer) and then gave it to online chat and had it accepted even though the rep cannot see it, I totally believe it. I think I have given my online password by mistake, forgetting that my reminder question answer is dfferent. I think either the reps don't actually check once you say anything or perhaps know that you are confused and just gave your login password because you don't know you have a second password and just let you go. That's my theory anyway.
In any event if you go to your profile and change to your mother's maiden name and just give that, it all goes fine. Though the way it is set up implies the passwords need to be the same they don't, and the maiden name alone won't let anyone log in to your account.
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Posts: 1,842
Quote:
Originally Posted by lkar
You can actually have two things that Starwood calls "password.". Log in. Go into my account and my preferences. Go to username and password and hit edit. You can enter your password here for logging on to the website. Then there is a spot asking you to choose a "password reminder question". This is stuff like mother's maiden name or city you were born in. Then you enter your "password reminder answer". This does not need to be the same as your password. So you password can be 1234567 and your password reminder question can be mother's maiden name and the answer Smith. When chat or a phone rep asks you for your "password", this is all you need to say. (Smith) You can also ask for the reminder hint and they will give it to you. I guess this is what William means by an "account" password. It is, though, very confusing, and most reps, I think, don't even understand you might have two passwords.
I don't understand the reference above to needing this account password to make an online reservation. I never have. All I need to do is be logged into my account and I can redeem.
As for the guy upthread who changed his online password (but not his "account" password or his reminder question answer) and then gave it to online chat and had it accepted even though the rep cannot see it, I totally believe it. I think I have given my online password by mistake, forgetting that my reminder question answer is dfferent. I think either the reps don't actually check once you say anything or perhaps know that you are confused and just gave your login password because you don't know you have a second password and just let you go. That's my theory anyway.
In any event if you go to your profile and change to your mother's maiden name and just give that, it all goes fine. Though the way it is set up implies the passwords need to be the same they don't, and the maiden name alone won't let anyone log in to your account.
I called Starwood a while back and the rep literally told me my password. they never asked my about any hints, they always ask for my password. I always give it no problems from my end.
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Quote:
Originally Posted by LovetoTravel83
I called Starwood a while back and the rep literally told me my password. they never asked my about any hints, they always ask for my password. I always give it no problems from my end.
Is it possible that your two passwords are the same? I would guess that is the case for most people, because the web site makes it seem like they must be.
My guess is that your two passwords -- your login password and the thing William is callng your "account" password -- are the same. The rep can only see the latter. But since they are the same, when the rep tells it to you, you think he or she knows your login password.
The point of my post is you can make them different, and you can do it yourself online without emailing or calling anyone. And then you can give just your second password when you call in if you prefer not to give your login password, as many posting apparently don't.
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Posts: 1,842
Quote:
Originally Posted by lkar
Is it possible that your two passwords are the same? I would guess that is the case for most people, because the web site makes it seem like they must be.
My guess is that your two passwords -- your login password and the thing William is callng your "account" password -- are the same. The rep can only see the latter. But since they are the same, when the rep tells it to you, you think he or she knows your login password.
The point of my post is you can make them different, and you can do it yourself online without emailing or calling anyone. And then you can give just your second password when you call in if you prefer not to give your login password, as many posting apparently don't.
They are different. And they have always asked me for my password. If they wanted the other one they would asked the password reminder question.
My question is the city I was born in, and my password has nothing to do with the city I was born in.
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Ok, Since I have nothing to do at this hour. I went ahead and tried to make a booking via online chat.
Here's what happened. I have taken out the agent's name.
LovetoTravel83: Can you please check the rates using the SPG50 rate at the hotel name from the date to date? -SPG number
Agent: Thank you for using SPG Platinum Click-to-Chat, my name is Agent.
Agent: Hello Mr. LovetoTravel83, I am going to look into this for you now.
Agent: How many guests is this for please?
LovetoTravel83: Only 2.
Agent: Thank you.
Agent: There is a Superior Room available for 1000 Starpoints for the stay plus $199.00 per night plus taxes.
LovetoTravel83: Please go ahead with the booking although I have a certificate in hand so no need to deduct the 1k points.
Agent: No problem. Would you like a King or Twin Bedded Room?
LovetoTravel83: King please.
Agent: Thank you.
Agent: Could I please have your Starwood Preferred Guest password in order to make the reservation?
LovetoTravel83: Are you asking for my log in password or my password answer to my password question?
Agent: Your log in password please. This is required to make SPG reservations. As you have your SPG50 certificate I will not deduct any Starpoints.
LovetoTravel83: But isnt this risky? I'm giving away my own password which I shouldn't give to anyone.
Travel: I am sorry but in order to make any SPG reservations via chat or on the phone we require the members password in order to confirm that it is the member making the reservation. I do apologize.
LovetoTravel83: But why should I give my log in password? Why not the password answer?
Agent: I can try this for you however it may not work.
LovetoTravel83: Please go ahead.
Agent: I am sorry this has not worked.
LovetoTravel83: Ok, Thank you Agent. I'll do this at a later time.
Agent: No problem, I do apologize.
Agent: Is there anything else I can assist you with?
LovetoTravel83: That's all.
Agent: Thank you again for using SPG Platinum Click-to-Chat and your valued loyalty to Starwood Hotels & Resorts. It has been my pleasure taking care of you today.
Your opinion is very important to us. Please take a moment to rate my performance, through our brief customer satisfaction survey. (The survey will appear automatically after our chat session has completed and you close this window).
Please do not hesitate to contact us should you require additional assistance.
Agent has exited the session.
You are the only user left in the session.
Last edited by LovetoTravel83; Aug 31, 12 at 1:34 am..
Ok, Since I have nothing to do at this hour. I went ahead and tried to make a booking via online chat.
I'm shocked that they asked you for your log-in password. Do you not have a security question set up? When I use SPG chat or phone, the phraseology used by the agent is something like: "please provide me with your account's password," to which I always give gather answer to my security question.
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Quote:
Originally Posted by uxb
I'm shocked that they asked you for your log-in password. Do you not have a security question set up? When I use SPG chat or phone, the phraseology used by the agent is something like: "please provide me with your account's password," to which I always give gather answer to my security question.
