I'm Platinum SPG & having big probs getting Amenity points credited
Jun 18, 2008, 7:47 pm
#136
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
When I filled out the Platinum Amenity card today at a Westin property in Virginia I noticed the point has reduced to 250. Has anyone noticed the reduction at other locations?Can one of the Lurkers tell us whether this is a change that's in the works?
Jun 18, 2008, 7:56 pm
#137
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
No news on any changes from my end.
But I am pretty sure the members here would receive news faster than I do sometimes.
[email protected]
Jun 18, 2008, 8:08 pm
#138
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
Jun 19, 2008, 9:13 am
#139
Original Member, Moderator: Hotel Deals and MilesBuzz
Join Date: May 1998
Location: Washington, DC
Posts: 14,257
My 500-point Platinum amenity bonus for a recent stay at W Mexico City did not post automatically. It took two phone calls a week apart to get it to post properly. 
Jun 19, 2008, 11:25 am
#140
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
That would be my guess as well.
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]
Jun 21, 2008, 5:22 pm
#141
Join Date: May 1998
Location: australia
Posts: 5,762
From my last 17 stays since April 1st 10 Plat bonuses have posted and 7 have not.
I rang the Platinum Concierge a month ago about the first few that hadn't posted and was advised that she would contact the hotel involved and contact me back by email - I haven't heard anything since.
I rang again today and the agent said she would look into it. Why might I be sceptical that this will be easily resolved? Perhaps because the last time a hotel didn't correctly post 1000 bonus points it took me 4 weeks, 8 emails and 5 phone calls dealing with 5 different people in all before the points were finally posted along with a paltry 1000 point customer service posting to compensate me for the total waste of time I had experienced.
It seems that SPG doesn't follow the policy that the first person you contact will ensure that your problem is resolved.
I rang the Platinum Concierge a month ago about the first few that hadn't posted and was advised that she would contact the hotel involved and contact me back by email - I haven't heard anything since.
I rang again today and the agent said she would look into it. Why might I be sceptical that this will be easily resolved? Perhaps because the last time a hotel didn't correctly post 1000 bonus points it took me 4 weeks, 8 emails and 5 phone calls dealing with 5 different people in all before the points were finally posted along with a paltry 1000 point customer service posting to compensate me for the total waste of time I had experienced.
It seems that SPG doesn't follow the policy that the first person you contact will ensure that your problem is resolved.
Jun 21, 2008, 7:54 pm
#142
Join Date: Jun 2005
Location: Cambridge, MA
Programs: AA Exec Plat MM, UA MM 1K, MR Titanium Lifetime
Posts: 153
Jun 22, 2008, 1:59 am
#143
Join Date: Sep 2001
Location: Washington, DC
Programs: UA Plat MM, AA Gold, Hyatt Explorist, Hilton Gold, IHG Plat, Marriott Titanium Elite
Posts: 5,015
Jun 23, 2008, 11:17 am
#144
Join Date: Apr 2002
Programs: AA (Exec Plat), UAL (Premier Exec), SPG (Platinum), Hyatt (Diamond), Marriott (Plat), Hertz (Prez)
Posts: 151
This is a huge problem for me - and extremely annoying.
1) I was not aware that you could get the 500 platinum amenity on award stays. Whenever I had an award stay, I always requested the 500 platinum amenity when asked (thinking they just made a mistake in asking) - but these *never* showed up on my account. Once I found out, years later, I started requesting and making sure the amenity got posted
2) I travel a ton for business - all paid stays obviously, and find that I have to double-check and re-request platinum amenties about 20-30% of the time. VERY ANNOYING!!
1) I was not aware that you could get the 500 platinum amenity on award stays. Whenever I had an award stay, I always requested the 500 platinum amenity when asked (thinking they just made a mistake in asking) - but these *never* showed up on my account. Once I found out, years later, I started requesting and making sure the amenity got posted
2) I travel a ton for business - all paid stays obviously, and find that I have to double-check and re-request platinum amenties about 20-30% of the time. VERY ANNOYING!!
Jun 23, 2008, 11:24 am
#145
Join Date: Oct 2001
Location: From: PWM
Programs: United GS, Fairmont Platinum,SPG LTPlat, Hilton Diamond, MarriottGold..like the rest of the world
Posts: 4,401
SPG's position is that this is a 1% error factor, but my experience, like others, would suggest otherwise.
Jun 23, 2008, 11:28 am
#146
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 23, 2008, 12:07 pm
#147
Join Date: Dec 1999
Location: Warwickshire, England
Posts: 616
I've just had a holiday involving seven Starwood stays at the Sheraton Pretoria and at Le Méridien hotels in Mauritius, Fisherman's Cove Seychelles and Barbarons Seychelles. Three stays were award stays.
Not a single Platinum 500 amenity posted. Is that a record? However all were added by SPG without fuss after the event.
In the past 18 months, I've never had a Platinum 500 post automatically on a award stay. Has anyone?
Not a single Platinum 500 amenity posted. Is that a record? However all were added by SPG without fuss after the event.
In the past 18 months, I've never had a Platinum 500 post automatically on a award stay. Has anyone?
Jun 23, 2008, 12:11 pm
#148
Join Date: Mar 2006
Location: US
Posts: 562
5 out of 9 has not been posted during the past 2 months (250/500 platinum amenity), but very pleased after the calls with a SPG agent
Jun 23, 2008, 1:07 pm
#149
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Perhaps you could update us on the math. For instance, if there are 1,000 Platinum stays in a given time period, does that mean that 10 amenities didn't post, or that you got 10 complaints that amenities didn't post. In other words, for the latter example, it could mean that the number is much higher, but only a small percentage noticed.
After you figure out this one, I'm sure there are less important problems such as world peace and a cure for cancer that you could work on.
Mike
After you figure out this one, I'm sure there are less important problems such as world peace and a cure for cancer that you could work on.
Mike
Note: To be fair, I did say that some members might be experiencing a larger percentage of errors as individuals; however, looking at Platinum members as a complete group, the error factor remains 1%.
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]
Jun 23, 2008, 1:13 pm
#150
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
No, I think instead I will move on to something I can actually do something about. 
As noted previously, there are ways for missing Platinum amenity points to be credited. It is a relatively painless process and every time one is reported, it goes on a report to interested parties who then work on lowering the overall percentage even more. You can help us to help you by being part of the solution or you can vent your frustrations here...your choice.
My apologies to anyone who feels inconvenienced by the fact that missing amenities points happen at all or the process we have in place to account for them, but I have other, more urgent windmills to joust at the moment.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
As noted previously, there are ways for missing Platinum amenity points to be credited. It is a relatively painless process and every time one is reported, it goes on a report to interested parties who then work on lowering the overall percentage even more. You can help us to help you by being part of the solution or you can vent your frustrations here...your choice.
My apologies to anyone who feels inconvenienced by the fact that missing amenities points happen at all or the process we have in place to account for them, but I have other, more urgent windmills to joust at the moment.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]