How To Contact Starwood Corporate Office Headquarters
Starwood Hotels & Resorts Worldwide, Inc.
One StarPoint
Stamford, Connecticut 06902 USA
Corporate Phone Number: 1-203-964-6000
Customer Service Number: 1-203-964-6000
Starwood Hotels Customer Service Address:
Corporate Customer Service,
P.O. Box 6020,
Lancaster, CA 93539
Fax Number: 1-519-633-4931
I have been an SPG member for a few years now, I generally have no complaints, however, I called and made a reservation at the Westin Bonaventure Los Angeles. I advised the lady who took the reservation that it would not be me who is staying at the hotel, I would only be paying for it- the reservation was for the following day- she advised me that she would send me a credit card authorization, when I never got the authorization form I called back and spoke with the office manager Hong, who was one of the most rude, unprofessional, unwilling to find a solution individuals I have ever spoke with. He advised me that a credit card authorization takes 72 hours and then basically called me a liar when I told him that the reservation representative did not tell me this- since he could not find the person who made my reservation he basically told me that it did not happen, even after I obviously made the reservation and received a confirmation number. He then proceeded to tell me that I could go to the accounting department but they wouldn't be able to help me. I then called corporate customer service who stated that they can open a case but it would take 72 hours…. by that time my guest would have been checked out of the hotel so that was not helpful. She then advised me even though I was given incorrect information, if I cancel the reservation my card would still be charged. Convenient how my card would STILL be charged for a cancellation but you can't rush to process the authorization to allow my guest to actually stay. Not one employee that I spoke with took any accountability and acted like this was my fault, when I was the one who was not provided correct information. I don't think I have ever had a worse experience with any hotel than I have had over the past day with this specific Starwood hotel. It has really left a bad taste in my mouth.
November 14, 2018 at 3:57 PM
this is the second time they didn't give me my points. Last year I booked 25 rooms separately with marriott at niagra falls and I asked if I would get all the points they said yes. When I looked at my account they gave me for three rooms only they said that was the max and gave me the points on the three cheapest rooms. I called and complained and when I asked for clarification after several emails back and forth they refused to answer because they new they were wrong. October 25, 2018 I booked 30 rooms with the Sheraton in Toronto downtown and they did the same thing. Before they bought the Sheraton I had no problem getting my points but I did this year. All the rooms were on my account and I saw them when I pulled up upcoming stays. Just got my statement just like magic all the rooms disappeared from my account. Again gave me the three cheapest rooms. ask to get in contact with the CEO they refuse
We recently held an event at the Renaissance Hotel in Fort Lauderdale Cruise Port. The service was horrible, the general manager was poorly train and believe he was above us. I would not recommend this hotel for any big events.
I have been an SPG member for well over 10 years, I recently made a reservation in July 2017 for a two night stay at the Sheraton Society Hill, in Philadelphia, about three days prior to me making this reservation, SPG changed their cancellation policy, from one day to three day prior to arrival. The day before the reservation I had an emergency and had to cancel my reservation, and did so over the internet, at the time of the cancellation, I was never told or notified that I would be charged a one night penalty. It showed up on My SPG American Express credit card without any notice, not even an email. I first called the manager of the hotel who was very sarcastic and made no offer to correct the situation. I disputed the charge with American Express who provided with a totally redacted note and honored the charge, my issue with American Express is another story. I since have called SPG customer relations and explained the situation over a month ago, they informed me that someone would get back with 48 hours. Im still waiting, the end result for me, is to never stay at an SPF hotel or a Marriot property.
My husband and I have been SPG members for over 20 years. He has been platinum 6 years and is lifetime gold. He has nearly 1000 nights with SPG. We have travelled extensively and have always had a great experience and have been granted Club room privileges EVERYWHERE. EXCEPTION THE Sheraton in New Orleans. WE arrived here today after a 30 hour road trip evacuation from Hurricane IRMA. The staff manager at the front desk was to put it mildly poorly trained in corporate SPG policy and customer service. We were denied access to the club lounge on a very flimsy this is a "convention hotel" and it is corporate policy… They tried to deny us internet access until I Pulled the corporate policy and had to show it to them in writing. IT HAS BEEN a terrible experience here with management. THAT SAID the MAINTANANCE STAFF, Concierge, ROOM Service staff have been totally professional and have been top notch they have gone out of their way to be cordial understanding and friendly and above all professional. THE FRONT DESK management team would do well to note thier example as their skills are lacking. I often review SPG on many media and Internet platforms and have an extensive following. I choose to write here because I do not wish for the great STAFF at this property to suffer for poor MANAGEMENT TEAM SPG has in place at this facility. … Corporate if your listing ………take note.
My daughter, Vici Shell, reserved a 3 day stay on your website on July 28,2016 for the days of July 3rd thru July 6th, at a special "Summer Rate". I gave her my credit card to secure that registration and to pay for the stay upon check-out. The "W" Downtown in Atlanta, charged my credit card $464.79 on July 1,2016 before she ever arrived. There was nothing specified when the reservation was made that the reservation was a pay in advance in full. When she checked in om 7/3/2016, she paid a $100 deposit as required only to find out that at some point between check-in and the next morning, the hotel had debited an additional $154 off her debit card without notifying her or getting her approval. At that point she notified the front desk she would be checking out after only one day due to the unauthorized debit from her bank account. I filed a dispute on my credit card and your hotel refunded my card $309 minus the $155 charge for the one day. they also refunded the full deposit amount of $254. However, on July 30,2016 the "W" Downtown Atlanta again debited her bank account another $464.79. To date the hotel has charge my credit card $155 and her debit account for an additional $464.79, a total of $619.79 for a one day stay. I have spoken to people at the hotel, at corporate customer service and my most recent contact was with TAYLOR at your corporate offices, who said she would get back to me on Aug. 2,2016 regarding this. To date I have NOT heard from anyone at Starwood hotels. Please assist in getting this issue resolved. I have been dealing with it for over a month now.Please see complaint #2016-07-045-080 filed with your hotel shortly after check-out in early July, not to mention the needless aggravation and time spent trying to get this issue resolved and done. Any help on your end will be greatly appreciated. Thank you.
Deborah R. Shell
(219)472-0810
Debishell@msn.com
I stay in hotels 300+ days a year…..20%+ are SPG properties. I have been informed that the reason I DO NOT get credited with stays and/or points is…….If I have a travel agent book the room(s)and "negotiate" a price which negates my being able to get credit for one stay or points being awarded to me personally for one room…….What? And come to find out I actually have paid in some instances MORE than the standard rate!! Bad policy and one that if is not reconsidered will most likely result in my no longer booking 2000-3000 rooms a year with SPG. Thank you for your time and consideration. You need to fix this ridiculous policy!!
this is the second time they didn't give me my points. Last year I booked 25 rooms separately with marriott at niagra falls and I asked if I would get all the points they said yes. When I looked at my account they gave me for three rooms only they said that was the max and gave me the points on the three cheapest rooms. I called and complained and when I asked for clarification after several emails back and forth they refused to answer because they new they were wrong. October 25, 2018 I booked 30 rooms with the Sheraton in Toronto downtown and they did the same thing. Before they bought the Sheraton I had no problem getting my points but I did this year. All the rooms were on my account and I saw them when I pulled up upcoming stays. Just got my statement just like magic all the rooms disappeared from my account. Again gave me the three cheapest rooms. ask to get in contact with the CEO they refuse