I've been staying at the Westin Annapolis for the past two months on a special project rate because my work project was designated "company of the month(s)." Part of the promotion was to receive "triple points" (similar to the current SPG promo) - two months ago I wasn't sure exactly what that meant - triple points meaning 9 points per dollar spent? (because of my platinum status, I currently get 3 points per dollar spent) or was it calculated some other way? I was informed via email by their business transient sales manager that it would be 9 points per dollar spent.

Here is an excerpt from that email:

"Hello ramalama8,

Good question today, Triple points for you earning 3 points currently would total an additional 6 points on top of your 3 points based on your level. The points are posted manually at the end of the month for promotions done on property. We have a request in to make it automotive for August so that you don’t have to wait till the end of the month."

Well, lo and behold, when the bonus points began to post on 8/29, I saw that the triple points promo doesn't triple my extra point for being platinum. So I end up with only 7 points per dollar spent instead of the promised 9. That's right in line with the SPG promo that starts on 9/6, but as my inquiry was two months ago, I couldn't use the upcoming promo's details as a reference.

This is an excerpt from her email:

"Hi ramalama8, thank you for your request. I truly apologize for the mistake that I made. However I have to follow the processors that SPG have put in place, with that said I can not award the additional points. Again I apologize."

I've emailed the same sales manager at the Westin Annapolis back to inquire about the discrepancy and she told me that she was sorry, but she misinformed me and that there would be no way to get the difference between what I was told and what I was actually given (the 2 extra points per dollar spent, 9 minus 7 = 2) credited to my account. That amount equals about 5,000 SPG points. It's not a huge sum, but it's something.

It's a judgment call, but I think I'm rightfully owed those points. I made my decision to stay at this property based on the 9 point figure. I was weighing the recent Marriott promo against this one and ultimately the Westin won out, due mostly to the fact that I would be getting 9 points per dollar spent. Had it only been 7 points, I may not have chosen to stay at the Westin.

So what do you guys think? I'm going to bring the issue up with SPG customer service to see if they can help me out, and I'm confident they will.

But at hand is a larger issue: is a company bound by it's employees' representations? And does it matter that it was a manager?