Originally Posted by
RogerD408
Not really. There are two issues to be solved here. One is getting the missing points posted and the other is getting the properties listed as being SPG Spend eligible properties for future stays. As I recall from an earlier posting on this same problem some time ago, SPG needs to tell AMEX that xyz properties is an SPG franchisee and should earn the SPG Spend Points (presuming they will not take our word for it). From William's post, it is up to AMEX to actually process the points, understandably as they have visibility to how much was actually charged, so they need to be contacted too.
I wish only one contact is needed, but getting two organizations to work seamlessly together just doesn't seem to happen these days.
An AMEX representative has the capacity to relate to his upline superiors that one of our properties is not flagged correctly. If they do this, their management will contact ours to confirm their status and it will be fixed in their system.
I would only involve Starwood if follow up with AMEX in this fashion has proved fruitless. Even that will require our associate escalating the issue to their supervisor, then on to our corporate liaisons with AMEX, and then on to AMEX to have it corrected.
So, AMEX should be contacted first for both issues. If they fail to take action, then Starwood can be asked to escalate it from our end.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]