I would like to share an experience that I am suffering through with Starwood. Let me start by saying that until this point I have been a huge fan of Starwood and their Preferred Guest program. I am a Platinum Customer and I have stayed countless nights of business and leisure travel in their hotels and I have immensely enjoyed their program. However, that all stops now.

I made a reservation with a telephone agent in November and I was quoted a half price rate for the room by using the SPG 50 program. I agreed to the rate and went ahead and booked the hotel. I noticed that I was charged on my American Express the regular rate, not the 50% off rate that I was supposed to have been charged (since this is a resort they charged me 30 days prior to my).

Once I saw this on my bill I called Starwood and was told that I must have misunderstood the rate when I booked the reservation. I then asked to talk with a supervisor who looked into the situation. The supervisor called back and said that the agent who made the reservation was very good and NEVER MAKES A MISTAKE. To make a very long story short I have escalated this to what I am told is management and they are standing behind their position that I, the customer am wrong and they are right. They absolutely do not care that I am a Platinum member and have stayed hundreds of nights in their hotels without a single issue. The one time I am misquoted a rate they refuse to resolve the situation and are willing to lose many thousands of future dollars over $198.00.

Let this be a word of warning to all that are out there that when it comes down to it Starwood will not help its customers ... even its Platinum customers.