Starwood needs better folio retrieval
Aug 9, 2014, 2:16 am
#16
Suspended
Join Date: Jan 2013
Location: Barcelona
Posts: 3,317
Uch, this is my biggest complaint. If I am doing expenses on the road, IHG's website will allow me to access a folio, download it and submit it to my employer.
SPG needs to up their game on this one! I can't stand calling a property, being put on hold, getting voicemail, disconnected etc. This happened just last week with Westin Bonaventure in LA.
SPG needs to up their game on this one! I can't stand calling a property, being put on hold, getting voicemail, disconnected etc. This happened just last week with Westin Bonaventure in LA.
Nov 7, 2014, 5:46 pm
#17
Join Date: Jun 2009
Location: ATL
Programs: DL Diamond, HH Gold, SPG Plat, Avis PP
Posts: 165
In this day and age, its ridiculous to not be able to access an electronic invoice on the SPG website - I didn't receive one on check out and so had to call the hotel desk and the lady there said it will take 30 minutes for the email to reach my inbox ! That statement was pretty shocking by itself. anyone from SPG listening?
Nov 7, 2014, 9:44 pm
#19
Join Date: Jul 1999
Location: Portland, Maine
Programs: UA 1K, SPG PLAT, HYATT PLAT, HH GOLD, AA GOLD, MR GOLD
Posts: 1,179
i like the way starwood stepped up its game recently. Last year i had zero stays and this year i will return to plat.
But i am disappointed in how difficult it is to retrieve information and folios from past stays. It should be trivial to look at all stays since joining starwood and download folios as pdfs.
But i am disappointed in how difficult it is to retrieve information and folios from past stays. It should be trivial to look at all stays since joining starwood and download folios as pdfs.
i will speak for myself, hhonors has self service folio retrieval online, which is great for business travelers expense accounting. Spg requires a call for every lost receipt, always a prompt response, but occassionally a wait time for the accounting department to call back.
this is definitely an area where they could improve the online experience.
Last week i was in a bit of rush when leaving my hotel and didn't go to the front desk, just walked straight to the subway. There was no way for me to retrieve the folio/bill/receipt online so the next day i had to call the front desk, ask them to send a receipt to my e-mail and wait. And wait. And wait. About four hours later an e-mail showed up in my inbox.
Allowing me to go online and see the folio per past stay would be fantastic.
Last week i was in a bit of rush when leaving my hotel and didn't go to the front desk, just walked straight to the subway. There was no way for me to retrieve the folio/bill/receipt online so the next day i had to call the front desk, ask them to send a receipt to my e-mail and wait. And wait. And wait. About four hours later an e-mail showed up in my inbox.
Allowing me to go online and see the folio per past stay would be fantastic.
the easiest thing to do in this situation is not stay at an spg hotel.....i have been trying to get a bill from the aloft bwi for a week. In today's business environment where everything is electronically submitted this hotel chain has dropped the ball on this...there is no excuse for them to not offer your bills online.
uch, this is my biggest complaint. If i am doing expenses on the road, ihg's website will allow me to access a folio, download it and submit it to my employer.
Spg needs to up their game on this one! I can't stand calling a property, being put on hold, getting voicemail, disconnected etc. This happened just last week with westin bonaventure in la.
Spg needs to up their game on this one! I can't stand calling a property, being put on hold, getting voicemail, disconnected etc. This happened just last week with westin bonaventure in la.
in this day and age, its ridiculous to not be able to access an electronic invoice on the spg website - i didn't receive one on check out and so had to call the hotel desk and the lady there said it will take 30 minutes for the email to reach my inbox ! That statement was pretty shocking by itself. Anyone from spg listening?
So frustrating....Starwood are you listening?
One Starwood Rep I spoke to on the phone told me they decided not to do it for security and privacy issues.....NOT a good reason...more excuses.
Nov 8, 2014, 5:33 pm
#20
Join Date: Aug 2005
Location: All Over
Programs: DL Gold, AA EXP, SPG Plat, Hilton Dia, Hyatt Glob, CC Gold, Avis President's Club
Posts: 574
50% of the role of my Starwood Ambassador is retrieving past folios for expense reports.
Nov 8, 2014, 6:52 pm
#21
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
I didn't think I really needed this feature - but now that I've had a few Marriott stays (every folio online afterwards) I've realized how nice a benefit it is. Would love for SPG to add.
Nov 12, 2014, 8:10 pm
#22
Join Date: Jun 2009
Location: ATL
Programs: DL Diamond, HH Gold, SPG Plat, Avis PP
Posts: 165
Its a big benefit for the Business Travelers who need the folio to expense their stay. I contacted the desk to receive it on email after check out and I got the email 16 hours after she clicked 'Send' on her console ! We do not need to look too far in the industry to see that Avis has perfected this - you get the invoice on your email the second someone scans the bar code on your rental and checks you in. Instead of promoting the fancy layouts on the SPG website, they need to get such basics done first.
Nov 12, 2014, 8:19 pm
#23
Join Date: Jul 1999
Location: Portland, Maine
Programs: UA 1K, SPG PLAT, HYATT PLAT, HH GOLD, AA GOLD, MR GOLD
Posts: 1,179
Its a big benefit for the Business Travelers who need the folio to expense their stay. I contacted the desk to receive it on email after check out and I got the email 16 hours after she clicked 'Send' on her console ! We do not need to look too far in the industry to see that Avis has perfected this - you get the invoice on your email the second someone scans the bar code on your rental and checks you in. Instead of promoting the fancy layouts on the SPG website, they need to get such basics done first.
.....I charged something on my Starwood Amex card over the phone.....got an email in 15 seconds from Amex telling me a "transaction was made with card not present" notice.........but yet have to call "accounting at each hotel" to get a d@mn folio...such obliviousness on Starwood's part.
May 9, 2017, 4:05 pm
#24
Join Date: Mar 2017
Posts: 57
Amazing that 5 years later this is still an issue! My Uber and Lyft rides not only automatically send copies of the billing, but have integrations in place to load the data right into my Concur app for quick expensing.
May 9, 2017, 6:17 pm
#25
Join Date: Jul 1999
Location: Portland, Maine
Programs: UA 1K, SPG PLAT, HYATT PLAT, HH GOLD, AA GOLD, MR GOLD
Posts: 1,179
Last time I complained to Starwood about this (few months back) they said "due to privacy concerns.........they don't do it"
What a crock!!!
What a crock!!!
May 10, 2017, 7:23 am
#26
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
(and getting our digital folios 48+ hours after check-out)
May 10, 2017, 8:43 am
#27
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
May 10, 2017, 1:09 pm
#28
Join Date: Jul 1999
Location: Portland, Maine
Programs: UA 1K, SPG PLAT, HYATT PLAT, HH GOLD, AA GOLD, MR GOLD
Posts: 1,179
May 10, 2017, 1:47 pm
#29
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Don't say or assume that a person, on FT or not, is aware that this is an option.
This is FT, just because one person or several persons knows something, that doesn't automatically mean ALL members/persons know. I can cite numerous threads on numerous topics. Examples, 4PM check out; night and stay credit on NYE; breakfast for gold members.
Just because one person is verse in a procedure or has working knowledge on operations, don't assume another person or personss program knowledge is at the same level.
This is FT, just because one person or several persons knows something, that doesn't automatically mean ALL members/persons know. I can cite numerous threads on numerous topics. Examples, 4PM check out; night and stay credit on NYE; breakfast for gold members.
Just because one person is verse in a procedure or has working knowledge on operations, don't assume another person or personss program knowledge is at the same level.
May 11, 2017, 1:38 am
#30
Join Date: Oct 2015
Location: SIN
Programs: Marriott - Platinum/LTG | KF *G QPPS (working on TPPS) | OZ - Diamond Plus
Posts: 188
To be fair, once you've made it a habit it isn't that painful. The only times I fail to request this are when I'm rushing for a flight.
Naturally this is not the same as always getting what one asks for - I think maybe 1 in 10 times I need to follow-up with an email reminder before the hotel manages to locate and send my folio...
Naturally this is not the same as always getting what one asks for - I think maybe 1 in 10 times I need to follow-up with an email reminder before the hotel manages to locate and send my folio...