Frequently Asked Questions: Site & Technical

Will my online reservation be secure?

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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I’m unable 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 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. 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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I made a reservation for a Starwood Hotel, but I can’t bring it up online. Why?

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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I made a reservation online and now I need to modify it. What’s the best way to do this?

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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Can I book a room with any Starwood brand from this site?

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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I seem to be missing Starpoints for a recent stay. What should I do?

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

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How do I redeem Starpoints online?

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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How do I transfer Starpoints online?

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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Can I combine multiple Starwood Preferred Guest accounts into one?

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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