Starwood Hotels - Failed on Three Opportunities to Fix, With Three Different Excuses

Starwood Preferred Guest Customer Services - Complaint
Review by nisar.yahya on 2013-05-30
Rating: StarStarEmpty StarEmpty StarEmpty Star
STARWOOD PREFERRED GUEST -- Having stayed at Starwood properties on over 30 nights in the last 8 months, I have still not been credited for around 25 nights to my Starwood 'Preferred' Guest account. This is despite asking at check-in at the affected hotel to fix this, contacting customer services, and eventually being directed to SPG's Platinum Liaison Service.

The reasons (or excuses) that I have had for not being able to resolve the problems have essentially amounted to: 1) 'Our systems are not connected so you need to contact another Starwood department'; 2) 'Our security procedures won't allow it...'; 3) 'It's not my job'. It seems that the hotel has just not heard/bothered/acted on my repeated requests, and Starwood customer services has bad processes and training (if I'm to be kind).

I thought this quite incredible, particularly when the Starwood website boasts about 'going the extra mile' bla bla... but then, when I did a simple web-search I found quite a few other complaints about SPG customer service. So now, I'm not surprised just resigned, and naturally I will be going out of my way to not stay at Starwood properties again.

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