bhrubin

Hopefully, Starwood Lurker will be able to follow up.

I just completed a tour season wherein my groups stayed at numerous SPG hotels beginning March 21 and ending April 12. I've received only 5 of 14 SPG Pro Event Reward Summaries thus far.

The odd and/or ridiculous thing is that I received the Event Summary for a 3/23 Westin Richmond hotel event on 3/28, and I even received the Event Summary today for a 4/10 Sheraton Hartford South hotel event...but I am still waiting for the Event Summaries for hotel events on 3/21 (Sheraton Charlotte Airport), 3/24 (Le Meridien Arlington), 3/25 (Sheraton Univ City Philly), 3/28 (Le Meridien Arlington), 3/29 (Sheraton Univ City Philly), 4/1 (Sheraton Boston), 4/6 (Le Meridien Arlington), 4/7 (Sheraton Univ City Philly), and 4/12 (Sheraton Boston).

Ironically, I've received already ALL THREE (3) of the Event Summaries from our three (3) events with the Four Points NYC Midtown Times Square on 3/26, 3/30, and 4/8.

It makes NO sense how I could still be waiting for an Event Summary from an event as far back as 3/21 (Sheraton Charlotte Airport) while already having received the summary from an event on 4/10 (Sheraton Hartford South)...let alone all the other missing event summaries between.

SPG Pro needs to have some consistency with its new structure, and it isn't coming even close to accomplishing that. There is no mechanism by which I can complain to SPG in order to expedite what obviously is fully possible to accomplish but which several hotel sales departments are obviously too incompetent or lazy or incapable of doing in a timely manner--other than begging each individual hotel repeatedly to get its act together to submit the group allocation information to SPG Pro in order that the Event Summaries can be forwarded to me. Of course, despite repeated begging through emails and voicemail messages, nothing still has been done with far too many hotels as noted above.

Please help or suggest a mechanism whereby I can get these resolved!

Thanks. B (SPG Pro and Plat75 member)

Starwood Lurker IV

Hi bhrubin,

Thanks for contacting us regarding your recent events. Typically, we allow 4-6 weeks following an event for benefits to post to your SPG account. We apologize for any frustration caused by the varied posting times you have received following your recent events.

That being said, with the information you provided, we will have the SPGPRO team reach out to the hotels you mentioned to get this taken care of for you as quickly as possible.

Kind regards,

Alexandra (Sandi) Baker
Specialist, Social Media
Starwood Hotels and Resorts

[email protected]

bhrubin

Once again, I am having difficulty in getting the proper SPG Pro Event Summary and concomitant points/earned night credit posted to my account. I had a group event at the Le Meridien Arlington on June 7-8, 2015. Payment was made in full later that week--as evidenced by the charge on my SPG Amex statement.

SPG Pro terms indicate that:

It now has been over 5 weeks since the event date. And no SPG Event Summary has been sent to me from SPG nor have any points or earned night credits for the event posted to my SPG account.

I've emailed the sales associate and sales director at the property several times now without any response.

Can Starwood Lurker assist me?

This is the latest in a long list of delays I've experienced with SPG Pro event points and summaries being posted/sent in a timely and reasonable manner. Can SPG do anything to improve the process for its SPG Pro members? Id think that SPG would want to make this SPG Pro process as seamless and easy as possible, since SPG Pro members bring quite a bit of business to the SPG properties we use. Yet this hasn't been the experience I've had thus far since SPG moved to the Pro model for its group business.

Thanks for any help Lurker can provide.

Starwood Lurker

We always have. No reason to stop now.

Please accept our collective apologies for any delay. With the information you provided, we will have the SPGPRO team reach out to the hotel you mentioned to get this taken care of for you as quickly as possible.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

bhrubin

Thanks! As always, I am grateful for the assistance.

bhrubin

Yet again, the proper SPG Pro Event Summaries from March and April STILL have not been submitted by SPG hotels and the concomitant points/earned nights credits have yet to post to my account. This nightmare happens every year. Even my fabulous SPG Ambassador and her team have been unable to help--as I contacted them over 2 weeks ago about this issue.

I still am awaiting the SPG Event Summaries for the following hotel meetings:

Sheraton Univ City Philly, 3/20-21
Four Points Chelsea NYC, 3/21-22
Sheraton Univ City Philly, 3/29-30
Four Points Chelsea NYC, 3/30-31
LM Arlington, 4/10-11
Sheraton Univ City Philly, 4/11-12
Four Points Chelsea NYC, 4/12-13

SPG Pro terms state:

I think it's fair to say that I've been waiting more than 3-4 weeks for the points/event summaries for all of those.

This happens every year. SPG Pro is the weakest customer service point for SPG in my opinion--despite the fact that it allegedly accounts for a considerable proportion of SPG business.

Epicura

I am also having issues regarding my SPG Pro account. Since there are so little postings in this forum about SPG Pro, I will use this thread but let me know if it would be better to start a new one.

A few months ago I booked 2 stays on behalf of another SPG member (for whom I manage his account and stays). Reservations were made on SPG website and I did attach my SPG account number (via SPG Pro box).

Since I did not see any earnings appearing in my account after these stays, I have contacted both concerned properties.

GH Dubai states that they are not able to find my SPG Pro account number in the reservation and they claim to have verified my account which was not registered as an SPG Pro account, per GH.

St Regis Saadiyat came back to me with a reply that the rate for the concerned reservation was a BRG and therefor not eligible to earn SPG Pro credits.



I would appreciate any insights on this. TIA!

bhrubin

I'm confused as to how these qualify as SPG Pro bookings, to be honest. SPG Pro bookings are usually meetings and/or group bookings of rooms, usually prepared in advance by appropriate contracts--not by online booking at SPG.com as you indicate.

It sounds to me more like you tried to just book a room for someone else while using your own SPG number--which isn't SPG Pro--and are surprised you didn't get credit.

Sorry if I'm misunderstanding.

Epicura

It is my understanding (but I can be wrong to be honest) that SPG Pro is focused on indeed group events and meetings, but also inclusive of booking rooms on behalf of someone else (be it a group or individuals). Since I do both, I decided to sign up as SPG Pro a few months ago.

When making an online booking, without having logged in!, you can add 2 SPG account numbers, first the account number of the member that will actually be staying, and just after there is a box indicating SPG Pro account. Both bookings were processed this way.

Starwood Lurker IV

Hi Epicura,

If you have questions regarding the earning of Starpoints for your SPG Pro account, we would suggest that you email to [email protected] with details of the booking. The team will be able to look into your missing claims and advise you further.

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]

bhrubin

Actually, thanks for sharing that. I'd not noticed that before. Good luck getting your proper crediting for the points then!

bhrubin

I should have posted last week to indicate that my SPG Ambassador DID help me to get my SPG Pro event summaries all posted. It shouldn't require the assistance of an SPG Ambassador to deal with an SPG Pro issue like this, but I was very grateful for the assistance.

Yet another example of my Ambassador going above and beyond.