Same here! :( I just emailed app support team.

Same here. I got this reply:

Hello "clublounger",

Thank you for contacting SPG App Support.

We have forwarded your information to the Promotion Team for further investigation and consideration. Should you qualify for the Promotion, Bonus Starpoints will post to your account as soon as possible.

If you have any other concerns with the app, please feel free to let us know at [email protected].

Best Regards,


So, 4 weeks after my stay we'll see how long the "investigation and consideration" takes.

FWIW, my points posted about 1 week after I sent that e-mail to their app team.

i didn't read this thread thoroughly, so sorry if this question had been asked somewhere earlier upthread.

just want to make sure that i can use ANY AMEX card (under my name) to pay for a stay and qualify for this promo. is it limited to SPG AMEX card or US-issued AMEX card only?

thanks in advance.

All my AMEX cards are US-issued, but I don't have and therefore didn't use an SPG AMEX. I received the points in a little over two weeks.

I had an interesting surprise. I tried activating Keyless with the aloft I was staying at. I went 6+ hours without them accepting the request. Got to the hotel and checked in. They apologized and gave me a key. Obv. I check out and things go fine.

I get 2,500 from the hotel on top of whatever I earned as a courtesy. Fast forward 2-3 weeks. I get 2,500 from the SPG Keyless promotion. wut. Oh well :) I'm not complaining.

Mine just posted for a stay in mid December. It didn't actually work but I guess I got credit for trying.

Worked fine for my non-SPG non-US Amex.

Took exactly one week from the time I sent a message to the app team, to the points posting today.

I must say that the entire "keyless" program didn't work well. I needed an actual key for the elevator AND my phone didn't work each time on my door AND the points didn't post without chasing them down.

Is there going to be another "sweep"? It has only been a couple weeks but would be nice to get the points.

If the last date of the promo comes on February 29th, I very seriously doubt that the last sweep has been done.

I emailed SPG app team and was insulted by this can response!


Thank you for contacting SPG App Support.

We appreciate you taking the time to reach out to us regarding your recent SPG Keyless stay. After further review, we have found that your stay was paid for with a Visa not an American Express credit card.

To earn 2,500 bonus Starpoints members must:

-Register for this offer.
-Book a stay at a participating Keyless W®, Aloft® or Element SM hotel and pay using your American Express Card.
- An Eligible Rate is any rate that is eligible to earn Starpoints in the Starwood Preferred Guest program.
-Use SPG Keyless during your stay. Here is a link to the full details of the promotion.

We recommend following this link for details on our Keyless program.

From here you can see how it works, our participating hotels and the FAQ.

If you have any other concerns with the app, please feel free to let us know at [email protected].

Best Regards

Doesn't look that canned as they mentioned you used a Visa to pay for the room instead of an Amex. That is a key term to the promo. Also, you may want to omit your name.

coming up to 7 weeks now since i checked out....also its been 3 weeks since i asked my ambassador to follow up....he has sent in a number of follow up emails to the relevant team but still no response....

No matter what I do or how many times I try, I cannot get the app to download the keyless option. Was just at the Element FRA and wanted to use the option to get the bonus points but I gave up after numerous attempts. Even had the front desk girl look at it to see if I was doing something wrong but she also couldn't get it to download. USELESS!!

My apologies for the inconvenience, but if you haven't sent any of these issues to the SPG App team for their review, you can do so by sending an email to [email protected].

Best regards,

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

[email protected]

I emailed my Amex statement, and they have apologized!

glad I checked flyertalk today. staying at the phoenix aloft tomorrow!

edit-- nvm. my spankin' new moto x pure isn't compatible.

You left out that part!

Well done. ^

Thanks William! Will do.

Bummer, will miss out on this promo by a hair as I'm checking in to an Aloft Feb 29 - March 3 ....

So I booked myself into the Element in Vaughan (Toronto) to get in on this deal before the end of the month (and get another brand). However, I just looked at participating properties, and it's not there! Lurkers, does this property not offer keyless check in or did they choose not to participate in the promo? I'm hoping it's just an omission error.

Hello Margarita Girl,

Great news, Element Vaughan Southwest does offer SPG Keyless!

Have a great visit.

Kind regards,

Alexandra Baker
Specialist, Social Media
Starwood Hotels and Resorts

[email protected]

So can I assume that they will participate in this promotion then?

Yes, the hotel is participating in this promotion.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

Very frustrating promotion. Three calls to the Platinum concierge line and still no resolution from a stay back on 1/15. Finally sent an email today to the address stated above.

Agreed. I've already reached out to the Twitter team when I couldn't use it to check in (they said they couldn't see anything wrong on my account and I should reach out by email to the spgapp folks) and then the darn thing started working, so I used it a bit -- and then it quit again. Could not even send a problem note through the app. Ugh. Very unreliable application.

Emailed the app team when I got home and inquired about my bonus points. Got a perfunctory and canned email response a few days later, saying they had referred the points question to whomever does that at SPG.

Still no points and it's almost 3 weeks. I did pay by Amex although it was a prepaid rate. As I read the T & Cs that should not matter -- it appears to be the date of the stay not the date of the charge that is the qualifier.

This is not my usual experience with SPG - usually I am an unabashed fan. Not this time. Will wait a few more days and then call in, unless one of the lurkers has better advice.

Hi 466SHH,

We would like to follow up with the SPG apps team regarding the problems you faced with the app. May we have you to email us the screenshot of the error you faced and your SPG membership number so that we are able to have the apps team to look into it?

Chua Chie Ling | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]

finally the points posted this morning....almost 8 weeks after my stay....

Thank you, Chua Chie Ling also known as Starwood Lurker IV!
Email has been sent.

I've yet to be able to get Keyless to work. Two reservations, one at the Aloft in Ashburn, VA and one at the Element Arundel Mills.

I completed the basics at both the day before my stay.

For the Aloft, I got the message "Stop By." The Agent at the front desk told me they hadn't been able to get Keyless to work for any guest so far that evening.

For the Element, the screen never changed from "Keyless Requested" so I also had to check-in at the front desk (which...incidentally was really annoying because there was only one associate checking in an entire flight crew and 2 other guests).

I'll be emailing the App team and hoping they push through the 2,500 points because I did try to go Keyless (and, frankly, I wish it would work...I'd love to avoid the front desk -especially if a line- and go straight to my room).

I got the 2500 points even though the keyless app did not work for me...

My newish LG V10 is also not compatible.

I get that it's a new program, but I'm having trouble figuring out why the compatible phone list is so short. Basically it's iPhones, Samsung Galaxies, HTC One (ironically, my 3-year-old phone I just got rid of), Moto Droid (which one?), and Nexus 5.

Is it really that difficult to make this thing work with NFC/BT standards common to most of today's phones? And if so, I at least wish the app would stop telling me my stays are keyless eligible and flashing the promo in my face, only to tell me my device isn't compatible when I tap on it.

Sorry...gripe over. :)

The list is also hopelessly out of date - the only way to see if your device is supported is to try to register the device. The app will dynamically check if the device is on the allowed list...
The dev team is not very focused on Android, but luckily most of the bugs I have seen (and filed) are just confusion on the user interface and not key function. Now here's a suggestion for a Keyless promo: give points for feedback/bug reports/improvement suggestions, I'm guessing that would give material for management decisions!

Is a stay with check-in on Feb 29 and leaving next day (March 1st) considered to be within the promo period?
I always forget whether its the check-in date or check-out date that counts.

Hi shawneve,

Yes, it will be considered to be within the promotion period.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

I sent an email to the address above and received the response below. So I'm now at 3 phone calls + one email and am still unsuccessful trying to get this promo posted. Now the app team is passing off my request to the promotions team. I wish someone would take ownership of this issue and assist with a resolution! Very frustrating :(

Hello xxxxxxx,

Thank you for contacting SPG App Support and bring the SPG Keyless American Express Promotion to our attention.

We have forwarded the necessary information to the Promotion Team to rectify. Please Keep in Mind: Bonus Starpoints will post to your account within 5 to 7 business days.
If you have any other concerns with the app, please feel free to let us know at [email protected].

Best Regards,

XXX XXXXX
SPG App Support Specialist
Starwood Hotels & Resorts Worldwide

I think you may have misunderstood the message. They're saying to expect the points to be credited within 5 - 7 business days. If they don't, feel free to let us know and we'll follow up again.

Best regards,

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

[email protected]

Promo : 2,500 bonus Starpoints for one Keyless stay which is paid with Amex
 

I understand that the T&C s state that points will post within 2-4 weeks. In my experience with other promos, points typically post much more quickly.

In practice, how quickly have points been posting for you?

Just curious, because it has been about 2 weeks for me.

Thx

it took about 8 weeks & multiple follow ups for the points to post....