Four Points by Sheraton Phoenix North $44 plus Tax
Dec 13, 2009, 10:22 am
#16
In memoriam
Join Date: Feb 2002
Location: Chicago, IL (ORD), Phoenix AZ (PHX)
Programs: UA 1K 1.9MM, Starwood Platinum, a nothing in several others
Posts: 5,176
Hi gfowler-ord-1k,
If there are Flyertalk readers who have been informed incorrectly previously that the Friends and Family promotional rate isn't eligible for Starpoints credit, they can send an email directly to [email protected]. If possible, a hotel folio or CC statement should be attached as well. ...
If there are Flyertalk readers who have been informed incorrectly previously that the Friends and Family promotional rate isn't eligible for Starpoints credit, they can send an email directly to [email protected]. If possible, a hotel folio or CC statement should be attached as well. ...
Last edited by gfowler-ord-1k; Dec 13, 2009 at 8:14 pm
Dec 14, 2009, 8:38 pm
#17
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Is there anything that can be done to make sure everyone (not just those reading this thread) can get the credits without having to complain? The problem happened to both me and cocacolaenjoy1 so I assume there are many more people that did not get what they deserved. Can SPG run an audit to automatically give people what they deserve?
[email protected]
Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd
Dec 16, 2009, 5:40 pm
#18
Join Date: Jul 2008
Location: MSP
Programs: Delta Diamond, WOH Globalist, Marriott LT Titanium, MSC Dia, Nespresso Club, ZTL Queen in Italy
Posts: 304
wow!! I am thankful for this thread!! And for the Lurkers.... 
I am doing a mattress run tonight AND Friday to maintain PLT status; and I'm using the F&F rate as well.
Too bad that this property is like the ONLY one in the entire North American continent that isn't giving the extended 1k spg points through Dec 18th.... I booked and THEN saw that there's is through 11/30.
I am doing a mattress run tonight AND Friday to maintain PLT status; and I'm using the F&F rate as well.
Too bad that this property is like the ONLY one in the entire North American continent that isn't giving the extended 1k spg points through Dec 18th.... I booked and THEN saw that there's is through 11/30.
Dec 16, 2009, 5:43 pm
#19
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Before you get too excited, be sure that it is the promotional Arizona Friends & Family rate you are using. If it is the regular Starwood Friends & Family rate that requires a letter of introduction, then it is ineligible.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 18, 2009, 2:24 pm
#20
Join Date: Jul 2008
Location: MSP
Programs: Delta Diamond, WOH Globalist, Marriott LT Titanium, MSC Dia, Nespresso Club, ZTL Queen in Italy
Posts: 304
Total mattress run...
Dec 23, 2009, 9:30 am
#21
Join Date: Jul 2008
Location: MSP
Programs: Delta Diamond, WOH Globalist, Marriott LT Titanium, MSC Dia, Nespresso Club, ZTL Queen in Italy
Posts: 304
Yeah... even though I used the Arizona F&F promotion, I still wasn't showing my stay credit.
The Platinum concierge advised the easiest thing would be to call the hotel and have them change the reservation from F&F to AAA. (The AAA rate was only .50c more.)
So I just did that. The hotel was very friendly to update. And... I should be getting my stay in a couple days now.
The Platinum concierge advised the easiest thing would be to call the hotel and have them change the reservation from F&F to AAA. (The AAA rate was only .50c more.)
So I just did that. The hotel was very friendly to update. And... I should be getting my stay in a couple days now.
Dec 23, 2009, 9:43 am
#22
In memoriam
Join Date: Feb 2002
Location: Chicago, IL (ORD), Phoenix AZ (PHX)
Programs: UA 1K 1.9MM, Starwood Platinum, a nothing in several others
Posts: 5,176
Lurkers, there are some SPG employees that need your assistance so they can do their job properly.Here is the reply to the survey
Dear Mr. gfowler-ord-1k,
Thank you for your response to our survey. We very much appreciate the time that you have taken to share your comments and provide us with this feedback.
First of all, I would like to apologize sincerely for the delay in our response. We have been handling a very large amount of emails recently and, for this reason, we have not been able to reply to your survey comments in a timely manner.
I would like to clarify the situation regarding the StarFriend rate. The Terms & Conditions of the StarFriend rate state that 'friends and family members who participate in Starwood Preferred Guest and are paying a StarFRND rate will not earn Starpoints or airline miles for the StarFRND rate itself, but may earn points on their eligible incidentals. Friends and family members can earn Starpoints when paying any other qualifying rate.'
Your stay at The Four Points by Sheraton Phoenix North (December 4 to 5, 2009) was re-credited, as a gesture of goodwill, on December 8, 2009. Therefore, as an exception, you received Starpoints and stay credit for the room rate paid.
Mr. gfowler-ord-1k, let me apologize for any disappointment that this situation has caused you but I hope that you will understand that we must uphold the Terms & Conditions of the Starwood Preferred Guest program.
We appreciate your patronage of Starwood Hotels & Resorts Worldwide. If you have any further customer service questions or concerns, please feel free to contact us at starw....odhotels.com.
Best Regards,
S... C....
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
I replied very abruptly to this person and here is the reply.Thank you for your response to our survey. We very much appreciate the time that you have taken to share your comments and provide us with this feedback.
First of all, I would like to apologize sincerely for the delay in our response. We have been handling a very large amount of emails recently and, for this reason, we have not been able to reply to your survey comments in a timely manner.
I would like to clarify the situation regarding the StarFriend rate. The Terms & Conditions of the StarFriend rate state that 'friends and family members who participate in Starwood Preferred Guest and are paying a StarFRND rate will not earn Starpoints or airline miles for the StarFRND rate itself, but may earn points on their eligible incidentals. Friends and family members can earn Starpoints when paying any other qualifying rate.'
Your stay at The Four Points by Sheraton Phoenix North (December 4 to 5, 2009) was re-credited, as a gesture of goodwill, on December 8, 2009. Therefore, as an exception, you received Starpoints and stay credit for the room rate paid.
Mr. gfowler-ord-1k, let me apologize for any disappointment that this situation has caused you but I hope that you will understand that we must uphold the Terms & Conditions of the Starwood Preferred Guest program.
We appreciate your patronage of Starwood Hotels & Resorts Worldwide. If you have any further customer service questions or concerns, please feel free to contact us at starw....odhotels.com.
Best Regards,
S... C....
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
Dear Mr. gfowler-ord-1k,
Thank you for your reply to Starwood Hotels & Resorts Worldwide.
I apologize for any frustration that they may have caused. The StarFRND and the friends and family rate are the same thing. This is why the agent provided you with this information. The reason why you didn't receive stay and Starpoints credit is because this rate is ineligible.
I apologize for any confusion.
Thank you for your interest in Starwood Hotels and Resorts Worldwide. Please contact us if you require any further assistance.
Best Regards,
V... T...
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
Thank you for your reply to Starwood Hotels & Resorts Worldwide.
I apologize for any frustration that they may have caused. The StarFRND and the friends and family rate are the same thing. This is why the agent provided you with this information. The reason why you didn't receive stay and Starpoints credit is because this rate is ineligible.
I apologize for any confusion.
Thank you for your interest in Starwood Hotels and Resorts Worldwide. Please contact us if you require any further assistance.
Best Regards,
V... T...
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
Last edited by gfowler-ord-1k; Dec 24, 2009 at 6:45 am
Dec 23, 2009, 12:40 pm
#23
In memoriam
Join Date: Feb 2002
Location: Chicago, IL (ORD), Phoenix AZ (PHX)
Programs: UA 1K 1.9MM, Starwood Platinum, a nothing in several others
Posts: 5,176
I replied to the above and SPG customer service insists that the Family and Friends rate is not an eligible stay.
Dear Mr. gfowler-ord-1k,
Thank you for your reply to Starwood Hotels & Resorts Worldwide.
I apologize if you feel we have not been trained correctly however, the rate plan you had during your stay was ineligible. I understand your frustrated however, you will not receive credit for your stay because it was ineligible. Please review the terms and conditions where it states what an eligible stay is. As well as you can refer to the link that Sarah provided you with the terms and conditions of the Star Friend rate. Please remember that Star Friend is the exact same as the friends and family rate.
Again, I apologize for any confusion.
Thank you for your interest in Starwood Hotels and Resorts Worldwide. Please contact us if you require any further assistance.
Best Regards,
V.... T...
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
Thank you for your reply to Starwood Hotels & Resorts Worldwide.
I apologize if you feel we have not been trained correctly however, the rate plan you had during your stay was ineligible. I understand your frustrated however, you will not receive credit for your stay because it was ineligible. Please review the terms and conditions where it states what an eligible stay is. As well as you can refer to the link that Sarah provided you with the terms and conditions of the Star Friend rate. Please remember that Star Friend is the exact same as the friends and family rate.
Again, I apologize for any confusion.
Thank you for your interest in Starwood Hotels and Resorts Worldwide. Please contact us if you require any further assistance.
Best Regards,
V.... T...
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
Dec 24, 2009, 5:52 am
#24
In memoriam
Join Date: Feb 2002
Location: Chicago, IL (ORD), Phoenix AZ (PHX)
Programs: UA 1K 1.9MM, Starwood Platinum, a nothing in several others
Posts: 5,176
Finally I reached someone who knew what they were doing. Bolding mine.
See the Sheraton Crescent (Phoenix, AZ) for $39 thread for an even better deal.
Please accept my apologies for how your issue has been handled since the beginning. It is with regret that I acknowledge our mistake. Please be assured that all agents involved will be re-trained on policies and procedures in regards to Starfriend rate and Family and Friends rate.
I could see from the history of your case that my colleague K... has already posted your stay correctly. I trust that everything is in order now.
...
Best Regards,
L.... G.....
Supervisor, E-Communications
Starwood Hotels & Resorts Worldwide
As I posted earlier the points had been posted manually but I kept getting emails telling me that it was not an eligible stay. I kept pressing the issue because I wanted the agents to learn and not have this happen to others.I could see from the history of your case that my colleague K... has already posted your stay correctly. I trust that everything is in order now.
...
Best Regards,
L.... G.....
Supervisor, E-Communications
Starwood Hotels & Resorts Worldwide
See the Sheraton Crescent (Phoenix, AZ) for $39 thread for an even better deal.
Last edited by gfowler-ord-1k; Dec 24, 2009 at 6:13 am
Jan 2, 2010, 4:34 pm
#25
In memoriam
Join Date: Feb 2002
Location: Chicago, IL (ORD), Phoenix AZ (PHX)
Programs: UA 1K 1.9MM, Starwood Platinum, a nothing in several others
Posts: 5,176
...
See the Sheraton Crescent (Phoenix, AZ) for $39 thread for an even better deal. [Now dead]
See the Sheraton Crescent (Phoenix, AZ) for $39 thread for an even better deal. [Now dead]
Jan 2, 2010, 8:38 pm
#26
In Memoriam, FlyerTalk Evangelist
Original Poster
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Haven't you hijacked this thread enough? You're bumping a thread to the top of the forum to show a rate to people that's no longer available so you can talk about your own issues with getting stay credit. There must be another thread for you to do this in.
Jan 2, 2010, 10:24 pm
#27
Suspended
Join Date: Dec 2009
Posts: 3,816
Perhaps the moderator of this venerable forum can adjust the title to reflect that the rate is no longer available.