Lucky, stay calm. Lucky, stay calm. Lucky, stay calm. I’m about to go Howard Dean on you all and rattle off all 56 states!
One of the things that has always frustrated me about Hyatt is how manual the points posting process is. Back when they had “Gx” bonuses I needed to call after almost every stay to have points manually posted. Well, at least they always posted them while I was on the phone, which wasn’t too much of a pain.
I’m about to friggin’ lose it with Starwood, though. I stayed at the Le Meridien Khao Lak (now the Robinson Club Khao Lak), and my “eligible charges” were about $1,500. Starwood members earn two points per dollar, plus Platinum members earn a 50% bonus.
So I should have gotten somewhere around 4,500 Starwood points. Instead they posted a total of 300 points to my account.
I called up Starwood customer service to have the correct points posted. The agent noted my eligible spend, and said the points would be posted to my account within 24 hours. 24 hours later I get the following email:
Thank you for your recent Starpoints® inquiry.
Our records indicate that your account has already been credited for all eligible charges incurred during your stay.
Thank you for choosing Starwood Hotels & Resorts. We appreciate your business and look forward to serving you again.
Property: Le Méridien Khao Lak Beach & Spa Resort
Obviously they were wrong, so I called back customer service (since the email address this came from doesn’t allow responses). I explained the issue to the agent, and she called the hotel for the folio. I tried to explain to the agent that I booked a pre-paid rate on spg.com. That means that the amount of my room rate (about $800) wouldn’t appear on the folio, since it was pre-paid. Only incidentals (totaling about $700) would appear on the folio. She took note of that and assured me everything would post correctly.
Sure enough a day later points post. But only for the incidentals, and not for the room rate.
I called back yet again and explained the situation to the agent. She told me to fax the folio to Starwood. I explained that they already had the folio from the hotel, and that didn’t include the actual rate I paid for my room, which they could see on my confirmation. She understood my problem and assured me the issue would be solved within 24 hours.
Sure enough I get an email back 24 hours later saying exactly the same thing as above, that my points have already been credited!
I’m truly at a loss. It’s not worth my time to fight over a couple thousand points, but now it’s getting personal. How the heck do I have them post the points I’m owed?