Starwood representives admitted mistake (in writing) and I still lost 60,000 points

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Nov 17, 2016
On October 30th, I called Starwood to request that 50,000 points be transferred into my Alaska Airlines account to purchase with points, two tickets form Boston to Portland for December 22. Starwood was offering a promotion that would give me an additional 10,000 miles and that would be the needed 60,000 miles needed for the two tickets I was planning on purchasing with them. Since this was during the busy holiday season, I asked how long it would take to post. I was told 2-4 days and to check back if I didn't see them posted. I called back after 2 days and was told I had to wait 4 days to ask about the status of the transfer. On November 1, I called back and was told (and they have verified my calls since they save them), that the original request could be seen but the Starwood associate had failed to actually initiate the transfer.

They have tape and are aware of the first call. The second call was to follow up on the transfer. Had this colleague bothered to look at my request, instead of just moving me along, she would have seen the oversight of the first associate.

As I had now lost 6 days trying to book 2 flights on Alaska Airlines, for 30,000 points per flight,during the busy Christmas holiday season, the third associate, who could not offer an immediate transfer to Alaska, instead encouraged me to book through

Since this would be at a total mileage of 110,0000 instead of 50,000, I was reluctant to do so but, she said she would request that I receive the additional points. She actually told me it was 100,000 points but I later learned that 110,000 points were deducted from my account.

This conversation has also been saved and is documented.

She assured me and read her note where she would be requesting that I receive 50,000 points to cover my loss of points. It is actually 60,000 points that I lost. She gave me a case number and I followed up.

The offer I received was the 10,000 bonus points. It does does not come close to my loss of 60,000 points not the hours I have spent on this transfer and ticket purchase.

After going back and forth, with a string of emails, I received the following:

-----Original Message-----
From: Executive.Guest.Service <[email protected]>
To: Jo ANn <[email protected]>
Sent: Thu, Nov 10, 2016 8:22 pm
Subject: Re: Starwood Hotels & Resorts Worldwide (KMM80560345V25205L0KM)

Hello Ms. Simons,

I do hope you enjoyed your weekend.

I am happy to confirm that your 10,000 Starpoints have posted to your account for the airline transfer issue you encountered.

I have reviewed your case again with my supervisor and we all agree that there was more then just one agent involved who has made an error in this situation. I do apologize you ended up using more points booking through then what would have been used if booking directly through the airline. During the phone call shared with my colleague when you booked your flight, you did ask her if your points would be returned. The answer to that, was that she was going to open the file and request that we return the points. This statement was very misleading.

Upon discussion with my supervisor, I would like to offer you a total of 30,000 Starpoints be returned to your account for this issue. If you still wish to take your case to a higher level, please know that I can not guarantee the outcome.

Ms. Simons, thank you for being a Starwood Preferred Guest Gold member with us and I wish you happy travels.

Best Regards,

Maaike Morgan
Guest Experience Specialist
Starwood Hotels & Resorts Worldwide

they have admitted they were at fault and I can't understand, despite my repeated attempts to be treated fairly, I am being asked to settle for an unfair deal.

I have been a loyal Starwoods credit card holder and in fact, my immediate family hold 5 cards. I have booked meetings and been a good customer.

Can someone help

Jo Ann Simosn

Neil Maley

Staff Member
Dec 27, 2014
New York
We have company contacts for hotels on top of our page. Find Starwood and write to the first executive shown since Customer Service is not giving you what are are owed.

State what you did here- they admitted the error but refuse to make you whole and tell the exec you are requesting that you be credited with what you are due.

Give him or her a week to reply. If no reply or they don't do it, write to the next executive shown. Repeat weekly if necessary. If you get to the top of the chain sand still aren't helped, come back and let us know and we will tell you the next step.

Barry Graham

Staff Member
Jan 7, 2015
I'm also interested to know the outcome because complaints about Starwood are very rare.


Verified Member
Dec 26, 2014
San Francisco
JAS, this is indeed a most frustrating mess. If I recall, there's a major hotel merger going on ... not an excuse but perhaps an explanation.

Neil has given you direction. Hotel frequent-guest programs are not interested in alienating their loyal members, particularly at the high levels, so if you can get someone to understand the situation, you will probably get this turned around.

However, your narrative is much too long, with many unnecessary details. I must admit I didn't read the whole post. Before you submit your complaint, boil everything down to a couple of paragraphs. Just list the facts, remove all judgement or emotion. Remember that the person reading your letter is in a position to help you, s/he did not cause your problem. Good luck and please let us know the outcome.