I'm Platinum SPG & having big probs getting Amenity points credited
Aug 21, 2007, 10:02 am
#61
Join Date: Jul 2007
Programs: SPG Plat, Avis First
Posts: 9
You're right Trojan. I called about 3 missing amenity points and was asked to wait 5-8 business days. Its been about 8 days and nothing. Seemed like it use to be easy to do. Oh well.
Aug 21, 2007, 10:21 am
#62
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Is it just me or when I used to call to get credit for plat amen pts, did SPG used to post your points (plat amen) right then and there or 24 hours at most?
Now they tell me its five days which seems like a long time to post for something that is or should be just an entry by the CSR
Now they tell me its five days which seems like a long time to post for something that is or should be just an entry by the CSR
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Sep 18, 2007, 12:47 pm
#63
Join Date: Apr 2001
Posts: 1,473
Another set of stays; another set of missing Plat Amenties
Just returned from another set of Starwood stays in Germany and France encompassing the Le Meridien Hamburg, Westin Leipzig, Westin Grand Berlin, Le Meridien Munich and Le Meridien Montparnasse.
With the exception of the Westin Leipzig, I am missing my 500 PA pts from all the other hotels. BTW, all hotels were good about Plat room upgrades, except for the Montparnasse where we had one of the smallest room types in the house. They claimed that a Rugby championship absorbed all the rooms.
This is tedious having to call (seems no fix is in sight) to get my points which should have posted automatically.
Today's agent wanted me to provide her with each associated reservation number for each stay (some paid; others using points). She apparently couldn't look up my past stays. Rather than risk incompetence, I'll have to spend more time and call back later when I have those reservation numbers in hand.
With the exception of the Westin Leipzig, I am missing my 500 PA pts from all the other hotels. BTW, all hotels were good about Plat room upgrades, except for the Montparnasse where we had one of the smallest room types in the house. They claimed that a Rugby championship absorbed all the rooms.
This is tedious having to call (seems no fix is in sight) to get my points which should have posted automatically.
Today's agent wanted me to provide her with each associated reservation number for each stay (some paid; others using points). She apparently couldn't look up my past stays. Rather than risk incompetence, I'll have to spend more time and call back later when I have those reservation numbers in hand.
Sep 19, 2007, 12:43 am
#64
Join Date: Aug 2005
Posts: 551
I stayed at Westin hotel for two nights, and they were one paid and one award (free) night.
In this case am I still supposed to receive total two Platinum Amenity points or just one?
I got an answer. Just one.
In this case am I still supposed to receive total two Platinum Amenity points or just one?
I got an answer. Just one.
Last edited by Hiro32; Sep 19, 2007 at 12:49 am
Sep 19, 2007, 1:34 pm
#65
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
The platinum amenity did not post on 4 out of 16 past stays. Hotels I stay at frequently sometimes post, sometimes not -- no obvious pattern.
William, I think there is something broken in this process.
Edited to add that I sent in a missing credit (Customer Support->E-mail - Subject: Missing Credits Inquiry) for the last 2 and received the standard response within 7 minutes. The person doing this is amazingly efficient. I guess lots of practice.
William, I think there is something broken in this process.
Edited to add that I sent in a missing credit (Customer Support->E-mail - Subject: Missing Credits Inquiry) for the last 2 and received the standard response within 7 minutes. The person doing this is amazingly efficient. I guess lots of practice.
I have requested that the 500 Platinum Amenity Starpoints for your stays at Sheraton Wild Horse Pass Resort & Spa and Sheraton Phoenix Airport Hotel Tempe on September 3rd and 10th, 2007, be posted to your account. These should appear within the next seven to ten business days. I regret any inconvenience you may have experienced.
Last edited by gfowler-ord-1k; Sep 19, 2007 at 2:47 pm
Sep 19, 2007, 1:47 pm
#66
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
Sep 21, 2007, 3:15 pm
#67
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
Sep 21, 2007, 3:17 pm
#68
Join Date: Jan 2006
Location: Toronto
Programs: AC E, SPG P, MR S
Posts: 47
Ditto on sending a missing credit email.
I received my points the next day.
I received my points the next day.
Sep 22, 2007, 2:30 pm
#69
Join Date: Dec 2006
Location: BUE
Programs: AAdvantage, Onepass, Lifemiles, SPG, Marriott. LANPASS s*cks.
Posts: 598
Missing on 7 out of 14
Sent an email a few moments ago. Got a response within an hour. The CSR analyzed my stays and told me 2 out of 9 requested were credited, so she requested credit for 7 stays.
"This should appear within the next seven to ten business days. I regret any inconvenience you may have experienced."
Of course I replied that "it's not my job to chase for my points, even more when it's a welcome amenity", asking a 3500 points goodwill gesture (500 per stay, or double points).
I'll coment on the outcome.
LR
"This should appear within the next seven to ten business days. I regret any inconvenience you may have experienced."
Of course I replied that "it's not my job to chase for my points, even more when it's a welcome amenity", asking a 3500 points goodwill gesture (500 per stay, or double points).
I'll coment on the outcome.
LR
Sep 22, 2007, 4:04 pm
#70
Join Date: Jun 2007
Location: europe
Programs: EX²-*wood platinum, EX-hyatt diamond, sixt platinum, hilton silver, leaders club, esselunga verde...
Posts: 2,048
BTW: what happens to this hotel which " forget " the 500 platinum points, if I call starwood?
Sep 22, 2007, 5:40 pm
#71
Join Date: Aug 2003
Posts: 2,374
deleted
Last edited by shoodawg; Jun 5, 2009 at 7:32 pm
Sep 22, 2007, 5:42 pm
#72
Join Date: Aug 2003
Posts: 2,374
deleted
Last edited by shoodawg; Jun 5, 2009 at 7:32 pm
Sep 23, 2007, 10:10 am
#73
Join Date: Oct 2006
Programs: CO Platinum, AA Platinum, SPG Platinum, Amex Plat,HHonors Gold, Leader - Leading Hotels of the World
Posts: 72
Way too many occurances of missing points
I just spent about 20 minutes reading this string and what bothers me most is that there are way too many different instances of the missing amenity. It has happened to me about -- guessing here -- 20 percent of the time, too. This is not the SPG that I came to know when I first hit plat in 2002.
Couple this string with the one on declining SPG quality to the one with the rising Amex *wood card annual fee and the Sheraton Manhattan snafu, and I would think that SPG would be all over this with raised assurances they are addressing these matters. But alas, I do not see it -- and by far, this is not the SPG that I have come to know. As a PLAT with their program (and a shareholder, to boot!), I want to see some reply from William or another SPG rep they take these strings seriously with corrective actions.
Couple this string with the one on declining SPG quality to the one with the rising Amex *wood card annual fee and the Sheraton Manhattan snafu, and I would think that SPG would be all over this with raised assurances they are addressing these matters. But alas, I do not see it -- and by far, this is not the SPG that I have come to know. As a PLAT with their program (and a shareholder, to boot!), I want to see some reply from William or another SPG rep they take these strings seriously with corrective actions.
Sep 24, 2007, 11:24 am
#74
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]
Sep 24, 2007, 5:14 pm
#75
Join Date: Dec 2006
Location: BUE
Programs: AAdvantage, Onepass, Lifemiles, SPG, Marriott. LANPASS s*cks.
Posts: 598
Thank you for your email reply. I welcome this opportunity to assist you further.
You have received the Platinum Amenities for those that were missing. Unfortunately, no other compensation can be provided at this time.
Of course I shot back. Let's see what happens.