Starwood Lurker

I would send an email to Program Services at [email protected] and ask for their assistance.

Best regards,

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

[email protected]

sj22

I just chatted with SPG about something similar. They told me that because all the charges where shifted to one room, I only got the automatic credit for the other room. The chat agent fixed it manually.

travelswithmyself

Yep. I think that's what's happening.

In hotels which allow you to register multiple rooms in the SPG member's name, when the hotel posts it into the system it seems to work flawlessly.

But for those hotels which insist on a different name for each room, and which proceed to register the rooms under the names of those accompanying you, then even though they consolidate the bill under your room/account upon checkout, somehow the night/stay credit doesn't go through automatically.

My experience - don't bother emailing the hotel to do it - it seems like unless they clear the record completely and create new records for your stay(s), the hotel can't get the system to comply.

Better and faster to just ask SPG concierge/chat to sort it out. Which is why I'm also still keeping hardcopy folios upon checkout, if available... just in case.

azepine00

That's what i did - plat chat agent said that my request for missing stay was forwarded back to hotel. Today that came back stating that "we've confirmed that your account has already been credited.."
Og course nothing changed and it is still only for one room.


I'll follow William's suggestion and forward this to [email protected] as the next step.

BTW the stays were at Westing Chongqing and 4P Daning Shanghai but from what i hear this problem is widespread in China.

azepine00

To follow up - 4P Shanghai responded and credited another stay.

Two march stays at Westing Chongqing are still missing - after one week and two emails sent to research@ someone finally responded and asked for stay folio.

Well i can't help with this anymore - folios were submitted for expensing long time ago. It was probably naive to expect the system to work... But after all this is your organization, SPG - can you find a folio in your system?
(as a reference I can retrieve my folios for all my stays at Hilton and Hyatt online)

A rather unimpressive showing by SPG here...

Starwood Lurker

Unfortunately, there is no central depository for folios. They are kept individually by the property in question, but you can always ask them to send you a duplicate. All it takes to get that started is a call to the Customer Contact Center. My apologies for the inconvenience.

Best regards,

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

[email protected]

EngOnAPlane

same problem @ Aloft Haidian Beijing.

2 rooms for 3 nights, only got 1 stay and 3 nights instead of 2 stays and 6 nights.

Email to CS via spg.com came back with cookie cutter "your account has already been credited for your stay" email. Already sent an email to Program Services and currently waiting in line on Chat.

Addition: And a 30min wait ended in 2 mins with a "Our Chat service is getting restarted in a couple of mins. Can you try again in 20mins?"

ihavebeenseen

I feel ya. Asia seems to be F'ing these up every time. I never have problems in NA/EU, but Asia is always a problem.

Just email [email protected] with your credit card statement showing your name and the charges plus the folio form the property. It will get resolved. If you don't have your folio then email [email protected] to get that folio. I have had to claim 23 nights this way for Asia properties this year.

Thunderroad

FWIW, worked fine for a multi-room stay at Kuala Lumpur aloft, but I realized that's only one data point.

adamantine

Correct me if I am wrong:

If you book a room today at hotel A, and another room tomorrow at hotel B, it is considered as 2 stays and 2 nights.

How about if you book room A at Hotel A, and tomorrow book room B at Hotel A? The rooms are not the same tier; Does this also generate 2 nights and 2 stays or just 1 stay and 2 nights?

lcpteck

For your 2nd example, it should be considered as 1 stay 2 nights cause it is consecutive nights in the same hotel.

The_Wrath_of_Khan

If you book an award stay and a paid stay for say 2 nights. Do you earn 2 stays and 4 nights or only 1 stay and 2 nights? What about 2 award stays for 2 nights? Only 1 stay and 2 nights?

lcpteck

How many rooms are you referring to? Maybe you can elaborate more.

Assuming it is 1 room and you're staying consecutive nights, you should be getting 1 stay + number of nights.

The_Wrath_of_Khan

Sorry if what I posted was hard to follow.

For example I book award nights for Room 1 10/11-15 and Room 2 paying cash from 10/11-15. If these were both paid nights I would earn 2 stays and 8 nights. What would I earn with my scenario?

remymartin

Award and paid stays/nights are credited the same way. To answer your specific example - 2stays/8nts