Frequently Asked Questions: Site & Technical

Yes. Starwood respects your privacy and maintains your profile information on a secure server. It can be accessed,
maintained and used by you, and only you. Starwood does not authorize any other use of your confidential
information. View our Privacy Statement to learn how we protect your information.

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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 likely a network firewall. The firewall configuration often conflicts with secure transactions. In this case, you will need to contact the hotel directly.

Online Security Encryption: The reservations process is done on a secure site, using SSL (Secure Sockets Layer) Encryption. The online reservations system can only take reservations from Web browsers that accept this type of encryption for security reasons. 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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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. The second reason is if the hotel made a change to the reservation in their system. This causes our system to be unable to find the booking. In either case, you may contact the hotel directly.

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You can modify your reservation online, or call toll free 888-625-4988 in the U.S. or Canada, or phone one of our
Customer Contact Centers. Changes are subject to restrictions, depending on the details of your original reservation.

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Yes. Click ‘Reservations’ in the global navigation bar at the top of every brand page, and you’ll be able to reserve a
room at any Starwood hotel including Sheraton®, Four Points® by Sheraton®, W®, The Luxury Collection®, Le
Méridien®, Westin®, and St. Regis® hotels & resorts.

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You may Report a Missing Stay online, contact our Customer Contact Center or send us an inquiry via e-mail .

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To redeem Starpoints online, click ‘Redeem/Transfer Starpoints’. Here, you can redeem Starpoints for Free Night
Awards, Cash + Points Awards, Gift Certificates and more. However, for certain rewards, you may need to complete the redemption process by telephone. In that case, please call 888-625-4988 in the U.S. or Canada, or phone one of our Customer Contact Centers.

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To transfer Starpoints online, click ‘Redeem/Transfer Starpoints’, then click ‘Transfer’. Here, you can begin the
process of transferring your Starpoints for free flights with your choice of more than 30 airlines. You can also donate
your Starpoints to charity organizations from UNICEF to the American Red Cross and more.

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Yes. In fact, each Member is only permitted to have one Starwood Preferred Guest account and we routinely
combine multiple accounts.

If you realize that you have two accounts, to combine your accounts, click ‘My Account’ in the global navigation bar,
then click ‘Combine Accounts’ and follow the simple instructions.

It’s not possible to create a joint Starwood Preferred Guest account and we are unable to combine two
accounts if they’re registered in different names. However, it’s possible to transfer Starpoints between two
Starwood Preferred Guest accounts if the household address is the same on both accounts.

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