Addicted to Points

Something strange happened and I want to figure out how to avoid having the mistake repeated. I made two reservations at the Sheraton Malpensa. One was a paid stay and the second room was made using Cash and Points. I made both reservations while logged into my SPG account so the information was filled in automatically. A month after I made the reservations, and received confirmations, the hotel, on its own initiative, changed the name on the Cash and Points reservation from the name on my SPG account (my maiden name) to my married name. My married name does not appear anywhere in my SPG profile. They left my paid reservation alone. The name on my email confirmation is correct.

I have stayed at this hotel several times in the past, always with my husband and children, so I know the hotel had the name from the passports when we checked in. However, my passport is in my maiden name; the same name as is on my SPG account.

I can't figure out why the hotel did this. I almost made a third reservation because when I logged into my account and looked at My Stays, I only saw one reservation. When I checked my emails and found the confirmation for the second reservation, I tried to find the reservation using the Find a Reservation option. It could not located the reservation because I used the name on my account. When I called SPG, the reservation log showed that the hotel had made the name change unilaterally.

Any thoughts about how I could take care of this? I rely on My Stays to show me what is pending so that I can manage my travel and not book random extra rooms believing I had forgotten to make a reservation.

Thanks.

MSPeconomist

Could the hotel have changed the booking to match the name on the credit card guaranteeing the reservation? Could your other name have been associated with your SPG account at some point, so that the ghost of that previous name record still exists?

Addicted to Points

The name on the credit card matches the name on the Starwood Account and the name on the reservation. There has never been another name on this account.

I appreciate the ideas though.

Keyser

ask the hotel why they changed the name....

Starwood Lurker II

When you called SPG, did the associate offer to follow up on your behalf? You may like to request for a file to be created to inquire on the reasons for the name change so that the hotel can follow up.

[email protected]

Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd

Addicted to Points

I asked the agent to inquire as to the reason for the change and she only said she would transfer me to the hotel so I could ask. I agreed (even though I am not sure my Italian is up to it) and the agent left the line so she did not know I got voice mail. I did not feel comfortable leaving a voice mail message in Italian so I decided to hang up.

I will send the email you suggested and ask for an inquiry to be initiated so that someone with better foreign language skills than I can resolve it.

Thanks Thyetus, for providing me with an official channel to make the inquiry.