Back before it was Starwood, we had a problem with a reservation and contacted Sheraton's Gold Customer Service. The woman there got everything straightened out, though it took a while. Since we found out about the problem in advance and it was resolved we did not get any compensation. In our case, the reservationist had the wrong date in the computer and, when I checked just before leaving town, the date we needed (air tix in hand) was sold out for the 50th birthday of the Sultan of Brunei. Sheraton booted some ambassador to squeeze us in!!! It is the ONLY hotel above 2 stars in town.

One big problem is not having confirmations in writing. We have occasionally had other problems with what we thought we ordered and what turned up on the hotel's screen also. Like at the Hawaiian Village Hilton for the PIP! And we were not alone...