You know...daveland's issue happened last November...and I'm pretty sure he was reasonably satisfied with the way it was resolved, though he never really came back to say so. Otherwise, I'm pretty sure he would have bent my ear pretty good when he was in Austin this last December and we were touring the city together.

But, on the larger issue, and I know that there are some here who disagree, the types of issues created by hotels leaving Starwood, or any other hotel chain for that matter, are often more difficult than they seem on the surface. Trust me to know because that used to be my job. Starwood tries to do everything it can to make people whole in instances such as this one. I'm sorry if it erodes your confidence that sometimes it cannot be done very cleanly, but I - nor anyone else at Starwood - can account for every possibility that surrounds these events. And, frankly, I think you'll find we do as good a job on these as anyone else in the industry, so there's something to hang your hat on.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

[email protected]