As I posted here a little over a week ago, I had a similar experience with the checkout agent at the Sheraton Wall Centre in Vancouver. Having been aware that certain pre-paid rates do not get either receipts or Starpoints, I was careful to ensure the booking I made for the special rate I was receiving came directly from Starwood, through their own web booking system, and not a third party agency.

In my case, the checkout agent -- and the hotel's own accounting staff -- confused my Starwood prepaid rate with a Priceline or Expedia type discount, and thus would not release my room folio, only my miscellaneous charges one [which by the way have not posted, all C$9.75 or 18 Starpoints, so check that aspect out to ensure you get credit for those charges]. They said the rate on the folio would not be the actual rate I paid -- which would be the case with a booking through the third party agents -- even though it was.

As instructed by the Starwood Lurker, I called CorpServices and the woman took down the details, checked my confirmation and reservation, and agrees this was a Starwood booking and I should get a folio printout from the hotel, even though it was prepaid and charged to my credit card prior to my arrival. She contacted the hotel, and within hours I had a copy of my folio by fax.

There does need to be some clarity on the part of both parties, Starwood to its own staff, and the booking agencies on their websites, which clarifies the nature of these bookings and what we are entitle to when we make them: i.e. no folio, no points, no stay credit, etc.

Fortunately, we have this site and forum to review these matters, as the SL to assist within the corporate labrynth that is Starwood.