I'm Gold.

A few months back I used points at a hotel in Italy. While the facilities were great I had a problem with a hotel employee that was so traumatic the guy had me seriously blubbering in the lobby at 2AM. I mean this guy was hateful, horrible and abusive. I was anything but an 'Ugly American' and instead of yelling back I just burst into tears. I guess I go through life semi non confrontational. I'm pleasant with a smile and a greeting. If there is an issue I employ the bees and honey philosophy. It's a very successful strategy. Because of the way I treat others I don't have much experience with events like what happened to me with this Starwood employee.

The next day someone in management tried to talk to me about what happened but when he spoke to me it was all I could do to maintain composure. I lost most of my voice in that moment, my chin quivered and all I could whisper was that I wanted to leave a day early. Since we had booked with points the management guy took over and instructed the desk clerk to make the arrangements which included getting my points back.

I left without telling management what had really happened. AND in the end I never got my points! This was in November. I've written a letter and I want someone to know about my experience. I want to request my points back!

Where do I send it? What is the best avenue? I know William Sanders is here. Should I email him? Who do I send it to?

Thanks in advance.