TravelinSperry

Two days ago I luckily grabbed a screenshot showing my total Starpoints (it was lucky because I actually was screen grabbing a rate for a property so I could monitor whether the price goes up or down).

The next day when going to check that property I noticed that my Starpoint balance seemed off. I looked a the screenshot and it was lower than the day before). After emailing the Ambassador team they said that a hotel I stayed at (and paid in full) 30 days ago had reversed all Starpoints (which were properly credited post stay).

They are currently looking into why. Nothing unusual about the paid stay - it is the same as every other paid stay I do.

This is terribly disturbing as I normally do not notice the exact amount of Starpoints I have once a stay has been properly credited. As well - in the Starpoints activity it doesn't show a negative reversal - the whole stay is just missing. Since it's 30 days ago and on the 2nd screen it would be an unlikely find.

Not sure what is going on but it does not instill confidence.

sfozrhfco

One transaction with one hotel does not a trend make. I am sure they will figure it out and rectify it. Many more disturbing things happening in the world to worry about.

Oxon Flyer

Just a thought : did this stay 30 days ago happen to be your second stay in the current Double Take promo period ?

travelswithmyself

Well, I've lost all my Double Take bonuses. But I'm sure they'll sort it out (they better!).

Oxon Flyer

FWIW, referring to the Doible Take promo thread, there is an acknowledged issue where the Double Take bonus was applied to stays 1, 3 and 4, rather than to stays 1, 2 and 3. Fixing this this may well require existing points credits to be removed and then reposted correctly. This *could* explain what's happening on your account.

TravelinSperry

Perhaps this is what happened - although the reversed stay was my first eligible night towards the promo and not the second.

travelswithmyself

Well, mine were posted correctly.

Whatever. They'll sort it out.

TravelinSperry

Now that I found the error I am confident they will sort it out as well. My point is - what if I didn't find the error? I'd have a lot less confidence then that they'd reverse and repost properly on their own. What bothers me is that they can reverse points stays that have already posted (especially ones that are decently old). And this without any notification to me (no email stating what they are up to). Are we supposed to constantly check and re-check our balances to ensure they don't reverse points? That is my issue.

travelswithmyself

I've had them cancel and repost points that were posted incorrectly/insufficient etc. Each time they did that no automatic notification was done. *shrug*. Since mine are leisure stays, points get updated in spurts, when I go on holiday. I usually screenshot my app after everything is in. I also track everything using an excel file. But I can see how this might be a problem for business travellers.

UA-NYC

Yup I lost ~2,500 points as well from the promo...assuming it will get fixed

pageboy

Looks like I've lost 1 stay, 3 nights and about 8K points. No biggie, but I do hope they get it right soon.

ftrichard

And me. And me.

Definitely something up. I've just lost my last stay of five nights in February at the Four Points Seminyak.

I've lost all trace of this stay on my SPG account: the five eligible nights, the eligible stay, the base points, the Platinum 75 points, the Double Take bonus and all the Uber bonuses (from Feb when they were still worth something).

Lurkers: something's clearly up with the system. What do you recommend we do? Help please.

UPDATE: I went on to online chat and told them my story. Here's the response:

[CHAT BEGINS]
xxxxx: Thank you for using SPG Platinum Click-to-Chat, my name is xxxxx.
Our system is updating stays from January due to Platinum amenity points not being posted. They are currently deducting points, calculating them and reposting to correct the error. This should be completed by the end of the weekend, so you should see accurate information posted tomorrow or Tuesday at the latest.
xxxxx: Sorry about the scare!
[CHAT ENDS]

So it's something deliberate that's happening this weekend and it will sort itself out. I'm surprised more people haven't noticed yet already...

Oxon Flyer

As the issue seems to be with credits that just disappear from your SPG account, I've updated the thread title, replacing 'showed a point reversal' for clarity.

If and when we get a confirmation that these deletions are being done to address the errors in the Double Take promo credits (as opposed to 'Platinum amenity' posting errors, as detailed above), we'll then merge them threads.

Starwood Lurker IV

Hi ftrichard,

This is a known issue and the appropriate team is actively working to correct this.
We apologize for the inconvenience and rest assured the issue will be corrected as soon as possible.

Kamal Taufiq | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]

gabo02

Had the same thing happen to me . Luckily I also took a screen shot. Was with The Sheraton Monterey, Mexico