SPG account - from bad to worse!
Apr 3, 2009, 6:32 pm
#16
In memoriam
Join Date: Mar 2000
Location: Seattle WA
Programs: Kimpton IC, Hyatt Diamond, Gold Marriott, Lifetime Platinum Starwood
Posts: 8,665
I'm not sure if you don't travel much but 2 weeks is hardly a "slow job" imo. . .they need to investigate with several places to sort things out. As others have posted on this board it does take a bit of time before they will sort things out as they're supposed to be but Starwood does a good job of making things right for the most part. Do you have a trip coming up that you are using anticipated points for? Is that the reason for what seems the "hyperactivity" around this?
Last edited by ldsant; Apr 4, 2009 at 4:17 pm
Apr 4, 2009, 2:37 am
#17
Join Date: May 2005
Posts: 2,894
Was any of the stays from buy x get y free nights promotion codes? I am not sure how SPG handles # of nights credited to the account when booking on such promotion, but if OP booked under some promotion, the missing nights may be due to this, no?
Ex) There are several promotions where, for example, it says stay 6 nights, 2 nights free. In such case, I'd assume SPG would give you credit for 4 nights as the last 2 nights are technically 'free' nights. But that's just my speculation.
Ex) There are several promotions where, for example, it says stay 6 nights, 2 nights free. In such case, I'd assume SPG would give you credit for 4 nights as the last 2 nights are technically 'free' nights. But that's just my speculation.
Apr 4, 2009, 7:58 am
#18
Join Date: Oct 2005
Location: UK
Programs: BA GfL & GGL, FB Platinum, MB Titanium, Hilton Diamond
Posts: 2,395
That's what I've been told by the helpdesk.
Apr 4, 2009, 8:24 am
#19
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 11,377
4B.4. An “Eligible Rate” is the rate you pay for your room, but excludes:
(a) for hotels located in Asia Pacific*, rooms where the booking is not made directly with Starwood or a Starwood branded web-site;
(b) for hotels located outside of Asia Pacific*, pre-paid rooms where the booking is made by an agent or third party and you pay for that booking directly to such third party, such as tour operators, and pre-paid channels, including, but not limited to priceline.com, expedia.com, hotels.com, hrn.com, hotwire.com, lastminute.com, site59.com, orbitz.com, travelocity.com, cheaptickets.com, quickbook.com, travelweb.com, lodging.com, yahootravel.com, and travel.msn.com;
(c) room rates for group commercial or group leisure bookings where rooms are booked as part of a conference or organized tour that is either master billed or paid at tour operator rates or where the bookings for six or more rooms are linked;
(d) room rates that are master billed or paid at tour operator rates, wholesaler rates, including WFNR, TAED rates, and crew room rates;
(e) employee rates;
(f) complimentary rooms (including, but not limited to, any Free Night Awards earned through the Program or otherwise) and other rooms reserved using Starpoints, including, rooms through the Program’s Cash and Points Award room rate.
(a) for hotels located in Asia Pacific*, rooms where the booking is not made directly with Starwood or a Starwood branded web-site;
(b) for hotels located outside of Asia Pacific*, pre-paid rooms where the booking is made by an agent or third party and you pay for that booking directly to such third party, such as tour operators, and pre-paid channels, including, but not limited to priceline.com, expedia.com, hotels.com, hrn.com, hotwire.com, lastminute.com, site59.com, orbitz.com, travelocity.com, cheaptickets.com, quickbook.com, travelweb.com, lodging.com, yahootravel.com, and travel.msn.com;
(c) room rates for group commercial or group leisure bookings where rooms are booked as part of a conference or organized tour that is either master billed or paid at tour operator rates or where the bookings for six or more rooms are linked;
(d) room rates that are master billed or paid at tour operator rates, wholesaler rates, including WFNR, TAED rates, and crew room rates;
(e) employee rates;
(f) complimentary rooms (including, but not limited to, any Free Night Awards earned through the Program or otherwise) and other rooms reserved using Starpoints, including, rooms through the Program’s Cash and Points Award room rate.
Apr 4, 2009, 9:31 am
#20
Join Date: Jun 2008
Location: Connecticut
Programs: SPG, AAdvantage, TrueBlue, Gold Passport
Posts: 63
Apr 4, 2009, 11:10 pm
#21
Join Date: Oct 2006
Location: Kansas City
Programs: Marriott Gold, Hilton Diamond, Delta Gold, United 1P
Posts: 69
I had a 9 night with a consecutive 2 night reservation at Sheraton Sydney, and only got the 2 nights credited but the correct number of points. I emailed the hotel with no answer and have just faxed the info to SPG. Maybe they combine the earlier res into the later res which causes the # of nights glitch? I'm waiting to see what happens.
PS Why did I do this? The hotel gave me 9 nights with a substantial bump in rate for the last two. I booked a much lower rate on SPG for those two nights but didn't check out/in.
PS Why did I do this? The hotel gave me 9 nights with a substantial bump in rate for the last two. I booked a much lower rate on SPG for those two nights but didn't check out/in.
Apr 5, 2009, 1:56 am
#22
Original Poster
Join Date: Dec 2006
Location: Frankfurt
Programs: HHonors Gold, SPG Plat, Frequent Flier ;)
Posts: 19
I'm not sure if you don't travel much but 2 weeks is hardly a "slow job" imo. . .they need to investigate with several places to sort things out. As others have posted on this board it does take a bit of time before they will sort things out as they're supposed to be but Starwood does a good job of making things right for the most part. Do you have a trip coming up that you are using anticipated points for? Is that the reason for what seems the "hyperactivity" around this?
Since yesterday I am done pointwise. And no, I am not planning on spending my points before autumn. But maybe I was going a little bit more itchy on SPG after two emails I had with their infamous email specialists... I am not going to publish them here, but that is certainly not what I woud envisage.
Talking about the account, the points are okay now as already stated. Only the nights still miss for whatever reason. I will leave it now with that, as insisting now is probably only again just messing up the account even more :-)
And a last comment: I work in the travel industry, and do quite some travels as well. For me two weeks is quite some time to sort things out. We are no more in the times to send out snail mail letters, but an email and a fax should do the trick, and most hotels have even staff 365 days a year to answer emails - maybe just because they tend to be operating those 365 days as well for clients...
Anyway, from my point of view this is not well solved, but will leave it like that and hope that next time it means less hassle and chasing up both points and nights.
Last but not least the "hyperactivity" stems from two things: the really silly reply I first got from SPG, and secondly that I want this to be solved now when I still have all the tids and pieces (folio) with me, and not in a few weeks when SPG might think it would be a good time to do that - I have a life apart from SPG.
Thanks for some really nice comments, and the one writing before me just now - I really think it sometimes happens if you have combined stays that the hotel will just use the last one and put your previous nights on the last folio - which will lead to some mix-up.
Thanks again to all for participating and best regards,
Timo