Starwood Customer Service

I have been on hold for 2 hours and 2 minutes waiting to talk to SPG Loyalty customer service. How is this acceptable??? Worst customer service program EVER. They will drag down the Marriott name if this continues. HORRIBLE.

I had the misfortune of staying at the SLS Hotel in Beverly Hills CA. This hotel I believe is trying to be "trendy" in a bad 1980's kind of way. The room was very small with no actual separate shower. There is an old rain shower with another hole in the ceiling that pours water in a strong small stream --somewhat like a hose over a deep high dangerous tub. No bathmat is provided. There are exposed electrical cords in all the corners of the room. One tiny closet. You need to press a button on the wall for maid service. So for 2 days when I forgot to press this button, we got no fresh linens or towels. Dirty old dark gray carpet and mirrors everywhere. I came to the hotel only because it is across the street from Cedars-Sinai Hospital. I am a patient at Cedars, and had arrived for continuing treatment. If you are looking for excellent service, kindness, and a great 5 star hotel AVOID this place. The front desk employee named Michael Federer lacked human kindness and should leave the hospitality industry. He is clueless. There are many other excellent hotels in the area, so just choose one of those.

Re: The Westin Ka'anapali Ocean Resort Villa.

We are in the process of finalizing the purchase of a timeshare at the above-mentioned property. Our comment is regarding the omission of important information during the sales presentation that has caused us some problems and will cost us money unnecessarily. We were offered an Explorer Vacation which we accepted AND PAID FOR IN FULL. We immediately made hotel and airline reservations (to get best airline prices).

A few weeks after we reserved our vacation, we decided to purchase a timeshare beginning 2014 (even-year) ownership. This made sense because we already had a vacation planned. We were told that we could exhange our Explorer vacation for an ownership week. This was great because we would have a room view that we are paying for and we would receive 50,000 points for the exchange.

The problem is that our current Explorer vacation has a Monday check-in day. Ownership check-in days are apparently only allowed on Fri., Sat., or Sun. Our options regarding this problem are all negative one way or the other.

I am particularly upset because 1) We were encouraged to make the Explorer vacation arrangements and 2) We were incentivized to purchase a timeshare within the 90 days following our acceptance of the Explorer vacation. NO ONE ever mentioned that there were check-in rules and regulations for owners. Had we been given an owner's manual and given directions to read before we made reservations, we would not have made that mistake.

Please take a look at your sales procedures to avoid this problem in the future. And, if there is any way possible to make an exception in our case, please let us know.

I want to thank you and your staff Deokie for making my day, the Summit was very busy at breakfast we waited for a good 10 minute before getting seated this employee was not on duty but she took her time to seat us and get us started with breakfast and hand us over to Alex who did a great job. Ruth and Dave
Villages

I've stayed in dozens of Sheraton hotels over the years. I've always had a great experience every time. The staff has always been friendly. Any small problems I've encountered have been solved almost instantaneously. I've recommended the hotel to a number of friends and family who have also stayed there. Each has had a similar experience. I wish customer service at all companies was even one quarter as good.