FAQs: Assistance With Our Site

What do I do if I forget my username or password?

If you have forgotten your username, please call 888-625-5144 for assistance in the U.S. or Canada. All other countries, contact the Starwood Preferred Guest Customer Contact Centre nearest you.

If you have forgotten your password, click on the Forgot Your Password? link found in the sign-in box on any Starwood brand page. You will be prompted to enter your username and mother's maiden name. Your password will be e-mailed to you, and you can then return to the site and sign in.


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How do I access my account information?

To access your account information, you first need to sign in on any Starwood brand page. Next, click "Your Account" in the global navigation bar to access your account information.


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How do I update my account information?

To update your account information, you first need to sign in on any Starwood brand page. Next, click "Your Account" in the global navigation bar, then click "Your Profile." Here, you can review and change all information that we have on file for you as a Registered Online Customer.


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I am not able to make or find my reservation online. Why?

The most common reasons are network firewalls and online security encryption.

Network Firewalls: If you are accessing the Web from a company network, there is probably a network firewall. The firewall configuration often conflicts with secure transactions. In this case, you will need to contact the hotel directly, or the Worldwide Reservations Office nearest you.

Online Security Encryption: The reservations process is done on a secure site, using SSL (Secure Sockets Layer) Encryption. For security reasons, the online reservations system can only take reservations from Web browsers that accept this type of encryption. Netscape 3.0, Microsoft Internet Explorer 3.0, and America Online 3.0 (and later versions) all support SSL. If you have the most up-to-date Web browser, and are still not able to make bookings online, check the browser's settings to make sure SSL is enabled.


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Why can't I find the reservation I made online?

There are two reasons why a booking might not come up online. First of all, only bookings made via the online reservations system can be retrieved online. If you made your booking with the hotel directly, or through a central reservations office, you will not be able to look it up online. Secondly, if the hotel made a change to the reservation in their system, our system will be unable to find the booking. In either case, you may contact the hotel directly, or contact the Worldwide Reservations Office nearest you.


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What's the best way to modify a reservation I made online?

You can modify your reservation online, or call 888-625-5144 in the U.S. and Canada to make your change over the phone. All other countries, contact the Worldwide Reservations Office nearest you. Changes are subject to restrictions depending on the details of your original reservation.


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What type of browser is best to view this site?

The most recent edition of any browser is best for viewing our Web sites. However, at a minimum, we recommend using Internet Explorer 6 or higher for most operating systems - Windows XP, Windows 2000 and Windows Vista. For MAC users, we recommend using Safari 2.0.4 or higher, or Firefox 2.0 or higher. Unfortunately our sites will not work on older browser versions. Be sure to select the 128-bit encrypted (or secure) version, which is required if you wish to make reservations.


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What are cookies? Can I get rid of them?

Cookies are bits of information retained on your hard drive that contain your preferences for a particular Web site. Cookies are useful on Starwood Web sites because they store your personal information and hotel preferences so you don't have to re-enter the information every time you make a reservation. Cookies are also needed to carry information from one page to the next during multi-step processes such as becoming a Registered Online Customer or reserving a room.

If you wish to delete cookies from your hard drive, consult the instructions for your particular browser for details. Just remember that deleting a cookie effectively deletes any personalization you previously enjoyed on a site.


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