Thanks, joltman. Something like this is hard to track down. Usually when a hotel has a problem getting their points to post, it is assumed that they either didn't do it correctly or that they just dropped the ball. In this case, we had a couple of hotels that showed there was a significant systems problem since their procedures looked good. Then we began looking at the other hotels that use Galaxy and noticed that there was the same trend. Of course, the only way we really knew about it was from members complaining about not getting their points, so it took a while to measure the full impact and realize that about 100 properties in North America were affected by it. My understanding is that once we knew there was a problem and what it was exactly, the fix came pretty quick. Still, I apologize to you and others who were similarly inconvenienced.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]