Sneaky Expiration of Starwood Points?
I recently saw that around 10,000 points were deleted from my Starwood points account, although there is no reference to it in my Starwood account nor did I receive any notice of it. When I called Starwood, they told me that my account "expired" after 18 months of no stays. I tried to find somewhere in the account's rules that say that will happen, but I couldn't, and 3 different Starwood reps couldn't either.
Further, my account does not actually show the removal of the points (there's no entry in the history, for example), and I never received a notice that ever referred to an "expiration date" (like every account notice I receive from American Airlines) or that warned me that this would happen (like from other programs). The Starwood reps tell me that they will restore the points, but 2 weeks later and a few calls later they are still not restored. And further, the Starwood reps don't seem to see anything wrong with taking away points with any pre- or post-notice. Anyone have any thoughts or information on this? |
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Originally Posted by Jerzykb
(Post 16106315)
I recently saw that around 10,000 points were deleted from my Starwood points account, although there is no reference to it in my Starwood account nor did I receive any notice of it. When I called Starwood, they told me that my account "expired" after 18 months of no stays. I tried to find somewhere in the account's rules that say that will happen, but I couldn't, and 3 different Starwood reps couldn't either.
Further, my account does not actually show the removal of the points (there's no entry in the history, for example), and I never received a notice that ever referred to an "expiration date" (like every account notice I receive from American Airlines) or that warned me that this would happen (like from other programs). The Starwood reps tell me that they will restore the points, but 2 weeks later and a few calls later they are still not restored. And further, the Starwood reps don't seem to see anything wrong with taking away points with any pre- or post-notice. Anyone have any thoughts or information on this? Cheers, |
Originally Posted by Jerzykb
(Post 16106315)
I recently saw that around 10,000 points were deleted from my Starwood points account, although there is no reference to it in my Starwood account nor did I receive any notice of it. When I called Starwood, they told me that my account "expired" after 18 months of no stays. I tried to find somewhere in the account's rules that say that will happen, but I couldn't, and 3 different Starwood reps couldn't either.
... Anyone have any thoughts or information on this? The link that Out of my Element posted should answer your questions. If not, that thread might be a good place to post any remaining questions. I do wish that SPG would include the keyword "expire" around the pertinent area of the T&Cs since that is actually what many people search for. @:-) It seems kind of stupid (and sneaky), but this is what I infer from the rules: Starpoints never expire, but your account may be closed for inactivity. And if/when your account is closed, then you'll forfeit your Starpoints. |
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I had something similar happen to me but the agent offered to restore my points without any trouble at all.
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Here is the language from the SPG Program Terms & Conditions, as posted on SPG.com:
"3.2. You will be considered an "Active Member" so long as (a) your Membership has not been cancelled (by you or us), and (b) you have had an Eligible Stay at a Participating Property within the previous 12 months, or (c) you have earned Starpoints by using a Starwood Preferred Guest Credit Card during the previous 12 months. Starpoints resulting from transfers or earnings from Program affiliates do not count toward active status. Owners are not subject to the Eligible Stay requirement and will continue to be considered an Active Member as long as they own their Vacation Ownership interest and maintain their Starwood Vacation Ownership account in good standing. 3.3. If you do not remain an Active Member, we will close your Membership account and all Starpoints in the account shall be forfeited without notice." (Bold in original) |
Giving the member some notice would be helpful to avert dissatisfaction issue like this. I know I have such notice from airline frequent flyer program.
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Originally Posted by Dendrite
(Post 16108804)
Giving the member some notice would be helpful to avert dissatisfaction issue like this. I know I have such notice from airline frequent flyer program.
I am NOT comparing Starwood to U.S. Airways. That would be an insult to *wood. |
Originally Posted by falconred
(Post 16108514)
Here is the language from the SPG Program Terms & Conditions, as posted on SPG.com:
"3.2. You will be considered an "Active Member" so long as (a) your Membership has not been cancelled (by you or us), and (b) you have had an Eligible Stay at a Participating Property within the previous 12 months, or (c) you have earned Starpoints by using a Starwood Preferred Guest Credit Card during the previous 12 months. Starpoints resulting from transfers or earnings from Program affiliates do not count toward active status. Owners are not subject to the Eligible Stay requirement and will continue to be considered an Active Member as long as they own their Vacation Ownership interest and maintain their Starwood Vacation Ownership account in good standing. 3.3. If you do not remain an Active Member, we will close your Membership account and all Starpoints in the account shall be forfeited without notice." (Bold in original) |
Originally Posted by kenbo
(Post 16112540)
So then the 100 points for Earth Hour aren't sufficient to keep accounts open?
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What is interesting to me is that while the actual terms talk about account closure and point forfeiture upon closure, what appears in practice to happen i point forfeiture without account closure. The OP logged into his/her account and saw that points were gone, thus the account wasn't really closed.
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Originally Posted by soitgoes
(Post 16113013)
What is interesting to me is that while the actual terms talk about account closure and point forfeiture upon closure, what appears in practice to happen i point forfeiture without account closure. The OP logged into his/her account and saw that points were gone, thus the account wasn't really closed.
In my opinion, this member might have stayed at one of our properties recently and the property might have re-activated his account by trying to post the relevant stays in that account. I am making wild guesses over here. Only if the member is willing to share his account details over PM would I be able to provide any further advice. [email protected] Thyetus Lee | Social Media Specialist Starwood Customer Contact Centre (AP) Pte Ltd |
Originally Posted by philemer
(Post 16112836)
Correct. Only paid stays & SPG CC spending. There is one other way that involves eating a meal at a *wood hotel but I'm unsure of the full details.
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Originally Posted by philemer
(Post 16112836)
Correct. Only paid stays & SPG CC spending. There is one other way that involves eating a meal at a *wood hotel but I'm unsure of the full details.
Do ensure that you present your membership card to the staff during your meals and that the receipt has your SPG number reflected on it. If there is a situation you need to chase for your Starpoints, do submit a copy of your receipt to [email protected]. [email protected] Thyetus Lee | Social Media Specialist Starwood Customer Contact Centre (AP) Pte Ltd |
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