amex spg bonus points not posting...
 

Hi Guys - second month in a row I'm not getting the full bonus AMEX SPG points posting...

+87 SPG AX - STARWOOD SPEND CNSMR (11/12/2011)
+8457 SPG AX BASE SPEND - CONSUMER (11/12/2011)

yet I have spends of $67.32, $20, $257.40 x2, $489 and $435. Why am I not getting the points as expected??? :td::td:

The SPG points do tend to post at different times to the AMEX billing date so they may well appear next month.

This will happen if the hotel is miscategorized.

I would call CS, I had a horrible time getting mine to post. They had to call Starwood just to confirm that the Aloft was part of them. It is all how the hotels are coded, that is what they told me. So, watch your points. I'm guessing i'm going to have to check it every month now. My first two statements on my personal and business card were not correct.

yes it seems that all of the points not posting are the ALOFT hotel chain... hmmm...

Probably because ALOFT is not really a hotel chain.;):p It is a upscale private college dorm. The front desks are staffed by 20 something who looks like RAs.:p

Aloft?
 

Huh? TerryK, can you stay on topic?? For other OP's, Aloft is part of SPG:
https://www.starwoodhotels.com/alofthotels/index.html

I just came back from an Asian trip... and it seems only 142 of the Amex SPG bonus points credited despite me having at least $600 worth of spend at the hotels.

Is there any way to get this fixed?

I presume you are talking about the SPG Spend posted to your SPG account (Your Consumer Spend should be accurate). This should be initiated by AMEX. Calling the respective services will likely get you directed to the other. Your best bet is to document the charges and send your request to both asking for your points and someone to look into why the posting failed. In reading previous posts, most times it happens when a property uses a non-descriptive company name and AMEX does not recognize it as being a SPG property. Getting SPG to validate that it is one of theirs with the appropriate counterpart at AMEX should clear it up.

Starting by sending ONE problem to TWO DIFFERENT companies ????

Bad approach imho.

Call AMEX.

Agreed 100%. ;)

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

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]

Thank you William.

I do expect "partners" to play well together. Given what we see with how some CSRs work with customers, I'm only guessing they do the same when it comes to others.

I called Amex after charges from several hotels in Asia did not generate the double point bonus on the card.

The agent told me that "not all properties participate in the Amex point bonus" - is that correct?

What should I do to get the extra points posted as Amex have failed so far!