Originally Posted by
and711
...The day following the theft I called the SPG Platinum number and was put in touch with someone who handles escalations. She murmured all the right things about how terrible this was. And had hotel security call me back, asking,essentially, what I wanted. I didn't call them, instead responded to a survey I received about my interactions with SPG customer service. In it, I stated that I was disappointed that they pushed responsibility back to hotel, and on me to negotiate with it.
What I wanted was for Starwood to show me that they acknowledged and cared that a huge screw-up occurred....
...
I think they "owe" me a lot more. And if they don't want to take responsibility, to lean on the hotel to make it happen.
So my question to this august group - what do you think SPG should do for me?
What do YOU think that they owe you? Apparently, you want more than just a verbal or written acknowledgement that they care. As unfortunate as this is for you, you also have some fault. You know very well that you should not have left your laptop in your room during the day like this.
You said that the hotel promised to pay for the cost of the laptop itself. Did they?
If you had kept a proper backup of your computer, would you think that the hotel would owe you less?
I'm not meaning to sound completely unsympathetic, and I do think that the hotel owes you something. But I don't think that they owe you as much as you think they do. And they might have already offered you enough, IMO.