POINT POSTING TROUBLE - CONFUSING RESPONSE FROM CSR

Discussion in 'Starwood | Preferred Guest' started by mo26, Oct 17, 2012.  |  Print Topic

  1. mo26

    mo26 Silver Member

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    A couple of weeks ago, I made a reservation through the SPG website for a 4PTS stay, at the 4 for free rate. I should have known I was in trouble when the front desk clerk didn't even know the package existed :) A week later, my points/stay credit never posted. I filled out the online form, and received a form letter saying that my stay was ineligible due to either: 1. An award booking that someone other than myself used. or 2. I didn't pay the bill myself......

    Well, I stayed in the room, it wasn't an award stay, and the charge posted to my SPG AMEX.

    More than a little confused, I contacted the gold line last night, and was given the "research" email address. I explained my situation, and hoped that SPG would be willing to compensate me by way of additional stay credit, or some points for the trouble........While I'm not trying to "beg" for points, I've always felt that by "spending" those points on customer service issues, the company would be able to recognize legitimate problem areas within their organization. (PriorityClub customer service reps come to mind :)

    Anyway, this evening I received the following email:


    Thank you for your email regarding your stay at the Four Points by Sheraton XXXX.

    I have credited your stay for October 6, 2012 to your Gold SPG account.

    I do apologize but the systems sometimes recognize our Internet only rates as third party, we are trying to resolve this issue. I can not guarantee this will not happen again in the future. We can not give Starpoints or stay/night for these types of issues as they are out of our control.

    Thank you for your loyalty and have a great day.

    Best Regards,

    XXXXX
    SPG Program Services - Research Specialist
    Starwood Hotels & Resorts Worldwide


    I was very impressed with how quickly they responded, but I was a little confused by their justification for denying compensation.....So after all of this, here is the point of my post:

    If the system on the SPG website has difficulty in classifying a reservation, how are those issues out of their control? It seems to me that if a companies contracted vendor is causing them problems, this would be the type of thing they would want to bring to the table over their next contract....something like " after notifying you of a problem, your system has continued to process reservations incorrectly, costing us X number of points in the last few months that we have handed out as compensation to maintain our customers loyalty".

    I'm not railing against SPG here, but as a frequent traveler with status at a number of chains, I'm having trouble justifying status with SPG.

    Anyone have any thoughts, or have you had similar experiences with points posting at SPG, and I just need to be more patient?

    - MO
     
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  2. Pa Kettle
    Original Member

    Pa Kettle Gold Member

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    Patience is a virtue. Then there is this in the T&C's:

     
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  3. mo26

    mo26 Silver Member

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    The T&C's get me everytime!!!!

    :)
     
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  4. iterfacio12

    iterfacio12 Silver Member

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    T&C might say that, but I would still expect them to do something for you. Legalese is lovely and all, but that's no way to build customer loyalty. That being said, sometimes you just receive the short end; just consider this a part of playing the Points Game and move on to your next adventure.:)
     
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  5. marcwint55

    marcwint55 Gold Member

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    I would not spend a great deal of time pursuing this as the result is not likely to change.
     
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  6. mo26

    mo26 Silver Member

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    Already put it out of mind, but i wanted to post it here primarily to see if this was a common problem that would require some babysitting to make sure things post correctly. Although, since i'm pretty ocd when it comes to points, i'd be monitoring it closely anyway :)
     

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