Originally Posted by
Eujeanie
We felt we were shorted several points (almost 1,000) on a recent stay. We think it is because the hotel took a deposit many months ago, and the points we received were consistent with the total we paid at checkout, not on the actual total spend including the deposit.
I looked at the website for "claim unreceived points" (or whatever the terminology is), and it seems you just put in your dates and location. I was afraid they would just think "they got points" and be done with it.
So I called spg and the agent said she could not see my folio, and suggested I send it to "
[email protected]".
It's been a few days and I never got the usual boilerplate "we have received your e-mail and will get back to you soon". Nothing.
So wondering if that was the correct way to go, or if not, what is?
My apologies if all of your spend was not correctly reported; however, when you send an email directly to Program Services, it can take up to 10 business days for them to complete their work.
At the end of that time frame, I would suggest to check your account to see if any adjustments have been made. If not, let one of us know and we'll be glad to follow up on your behalf.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]