betterbydesign

I appreciate the quick reply!

I understand the retroactive point about stays taking place before registering - what about registering DURING a stay? Specifically, I received the email during a 9 night stay.

Should I get any double stay or double night credits for this?

Starwood Lurker

Has the qualifying stay posted to your account yet? If not, then no. If yes, then there may be an issue that we need to look into.

Best regards,

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

[email protected]

betterbydesign

The stay has posted, the Take Two points have posted, but the bonus nights/stay have not. Assume I should contact customer service?

Starwood Lurker

If you will send your SPG account number to the email address below, we'll be glad to take a look at this.

Best regards,

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

[email protected]

alvarez16

Thanks for dealing with us regarding this issue William. I am in no way blaming you for this, but I'm struggling to understand how this is "OK" with the SPG team that makes decisions around promotions / marketing.

When you provide them feedback about how a member is concerned about receiving an email on April 15 that advertises April 1 as the start date of a promotion as long as they would have registered by then (two weeks in the past), their reply is "OK - thanks for the feedback, we'll note it for the future but for this promotion, sorry, that's what the terms say".

I guess they could launch a promotion that advertises "Get 10,000 bonus points after completing two eligible stays at any SPG hotel" but then say in the terms "Offer limited to 500 total points per SPG member" and use the same "Sorry, it's in the terms" justification.

Again, I know you have done as much as you can, I just have a hard time understanding how this is an acceptable reply from, in my opinion, the best hotel chain in the world. This has nothing to do with the promotion itself (hoping to avoid "member should feel lucky they even got targeted" replies from the FT community) but rather the way communications and customer service were handled.

Starwood Lurker

SPG will not be providing retroactive credit for this specific offer, but because of the perceived delay in the offer being sent to some members, they will extend the promotion a month to be valid through July 31, 2016. This will be reflected in the T&Cs later today.

Best regards,

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

[email protected]

kauppias

Even though I was excluded again I still have to give a ^^^ for SPG for this. Good way to take ownership of a issue and create a positive outcome for many if not all!

Jaenks

Probably they continued to select the members after the promotion were started, that explains why a lot of people got emails a weeks after the beginning date. Extending the last day of the promo by month was purely a "goodwill gesture" from SPG.

alvarez16

Great to hear this William - happy to see SPG extending a gesture of goodwill to members to make up for the confusion! Thank you!

cy1978hk

The extension of promotion period by 1 month to end of July is a nice gesture as a recovery measure on the delay in notification of this promo. Thumbs up on this! Well done! ^^

CanRulez

Hi William,

When I review the T&Cs for my targeted offer (i.e. 4,000 bonus points for 4 stays, then another 4,000 bonus points for the 8th and 12th stay respectively), it still states the offer is valid through June 30th, 2016.

Please confirm the date has in fact been extended to July 31 and also whether the T&Cs will be updated on the website.

Thanks.

Starwood Lurker III

Hi CanRulez,

Not all Exclusive bonus offers are extended, only the Double Elite Stays/Nights offer.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

cbellero

And I think the reasoning was simple - it was the only one that (I believe) was not retroactive to the first day of the promotion period.

OriginalName

Do Design Hotel stays count towards this promo?

Just completed two stays, with one being at a Design Hotel. The points from this promo haven't posted yet.

Starwood Lurker III

Hi OriginalName,

Not sure which offer you were referring to.

If you have not received the bonus Starpoints of your offer after 4 weeks of your stay posted to your account, please provide your account number to below email address and we will be happy to look into it.

[email protected]

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide