Sneaky Expiration of Starwood Points?

 
Old Mar 26, 2011, 1:37 pm
  #1  
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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?
Jerzykb is offline  
Old Mar 26, 2011, 1:40 pm
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Did you read this thread?
Out of my Element is offline  
Old Mar 26, 2011, 2:02 pm
  #3  
 
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Originally Posted by Jerzykb
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?
Nothing "sneaky" about it as far as I can see. It's all spelled out in the Terms & Considitions of your SGP membership. Similar to a number of other loyalty programs.

Cheers,
Flews is offline  
Old Mar 26, 2011, 6:12 pm
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Originally Posted by Jerzykb
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 keyword to search for in the T&Cs is "forfeit" -- not "expire."

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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Old Mar 26, 2011, 8:54 pm
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Originally Posted by Out of my Element
Did you read this thread?
The TOS say 12 months but SPG actually will give you 18 months. Not much different from most airlines. Too bad the OP didn't find FT sooner.
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Old Mar 26, 2011, 9:16 pm
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I had something similar happen to me but the agent offered to restore my points without any trouble at all.
CdnFlier is offline  
Old Mar 27, 2011, 1:08 am
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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)
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Old Mar 27, 2011, 4:18 am
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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.
Dendrite is offline  
Old Mar 27, 2011, 7:56 am
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Originally Posted by Dendrite
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.
That is a very good point. Even US Airways, well known for their lack of service, gives notice of points expiration.

I am NOT comparing Starwood to U.S. Airways. That would be an insult to *wood.
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Old Mar 27, 2011, 8:00 pm
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Originally Posted by falconred
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)
So then the 100 points for Earth Hour aren't sufficient to keep accounts open?
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Old Mar 27, 2011, 9:21 pm
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Originally Posted by kenbo
So then the 100 points for Earth Hour aren't sufficient to keep accounts open?
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.
philemer is offline  
Old Mar 27, 2011, 10:07 pm
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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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Old Mar 27, 2011, 10:27 pm
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Originally Posted by soitgoes
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.
A member would not be able to log into his online account if his SPG account has expired.

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.

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Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
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Old Mar 27, 2011, 10:45 pm
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Originally Posted by philemer
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.
Thanks for confirming. I've booked a stay for next weekend as I think I'll be hitting 18 months pretty soon. If, by some chance, I lose my points in the next 4 days, would I have a problem getting them reinstated since I have a reservation booked in the very near future?
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Old Mar 27, 2011, 11:01 pm
  #15  
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Originally Posted by philemer
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.
One would need to spend at USD10 at participating F&B outlets to earn the relevant credentials.

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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