FozBoy

Yesterday I sent an email to [email protected] regarding a stay that did not post correctly and never got the custumary automated acknowledgment of receipt.

I resubmitted my email and, again, nothing...

Should I resubmit again or did Starwood stop sending those auto-replies?

margarita girl

If it's like the BRG emails, they only acknowledge the first one if they're sent in quick succession.

Starwood Lurker IV

Hi FozBoy,

We’re not too sure about the automated reply but feel free to email us at [email protected] about your stay and we’ll get back to you asap.

Thank you.

Alexis Lhopital
Social Media Specialist
Starwood Hotels & Resorts Worldwide

3Cforme

I didn't get an automated reply to an inquiry sent a few days ago but I did get real contact and reasonably quick success with points and credits.

lcpteck

No worries OP, one email is enough and wait patiently.

FozBoy

Thank you Alexis for your assistance.

If I don't get any feedback from research within a few days, I'll take up on your offer and get in touch with you guys.

lcpteck

I suggest to wait for about 2 weeks. I have received a reply after 10 days the last time I had to engage them.

ultrakenzo

Same happened to me without acknowledgement but I received the missing credit after 5 days. I was about to send them the 2nd email

mahasamatman

It's very disconcerting to receive no confirmation at all.

Fizzer

I sent a request 7 days ago, received an automated delivery receipt and have then heard diddly squat. No nights or points credited and no other acknowledgement or contact. I was going to give them until Wednesday and then contact the spg champion . However, on seeing lcpteck's comments above I may give them until the end of the week.

mahasamatman

That's more than I got.

Fizzer

As far as I know I had to set the request for receipts in my own Outlook. Not every recipient clicks to acknowledge but obviously SPG did.

lcpteck

Be patient guys, I'm sure they're looking into each and every case. They just need time to process them. Let's give them the benefit of doubt.

mahasamatman

Without confirmation, there's no way to know if the email got caught in a SPAM filter or not. That's the whole point of confirmations, and the reason every other legitimate customer service organization uses them.

jibi

Did you send a read receipt request or a delivery receipt request? The latter, which seems to be what "automated delivery receipt" would indicate, is generated when an email is received by the recipient's mail server and delivered to the recipient's mailbox. It is not the same as a read receipt, which is the acknowledgement generated by the recipient.

Most of their customer-facing mailboxes, including the research mailbox, are managed in KANA Response, which means that they should not be able to send back a read receipt. In other words, adding a delivery and read receipt requests on messages sent to them simply mean they were delivered and nothing more. Barring a massive technology or process failure, that is typically an assumption that we're safe to make these days.