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Help & Resources

Frequently Asked Questions

  • What travel professional booking numbers does Starwood recognize for commissionable sales?

    IATA, CLIA, ARC, TRUE, TravelSellers and TIDS.

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  • Can I see and book all the same rates my customers can see and book?

    Yes, the rates that display on StarwoodPro are the same rates that display on our branded web site for your customers.

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  • How can I provide amenities for my clients?

    You can order amenities by contacting your client’s hotel directly. You can also order amenities through the Aloha Amenities program in Hawaii, the Hola Mexico Complimentary Amenity Program in Mexico, the Maeva Amenities Program in French Polynesia and the Client Welcome Amenity program at the W Retreat & Spa Maldives. Links to each of these programs are easy to find on the Help & Resources page of StarwoodPro. The amenities section can connect you to the forms you need.

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  • Does Starwood offer travel professional education programs?

    StarwoodPro has launched our new Travel Professional Learning & Development Program, ProLearning. ProLearning is designed by Starwood Sales and Education Professionals specifically for Travel Professionals like yourself. It is a multimedia learning experience to help you get to know our portfolio of lifestyle brands. It's a way of helping you better understand and experience our brands; learn more about our hotel and resort locations; provide insightful information and education, ultimately designed to improve your profit performance and deepen your customer relationships. The Travel Institute has also recognized this work, and Continuing Education (CEU) credits will be awarded based on satisfactory completion of each module.

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  • How do I enter ProLearning and take the first module?

    You can go to ProLearning directly from StarwoodPro here  or click on the ProLearning tab found under the About Us section. Once on the ProLearning page appears, please register by clicking the “Create a New Login” option. Then follow these steps: 

    • Enter a valid IATA / CLIA / ARC / TRUE/TIDS/Starwoodpro ID number
    • Enter your email address and create a password
    • Enter some information about yourself and areas of interest in a short profile form
    • Once your profile is created, you will be taken to the ProLearning home page. Under the Course Catalog section, click on Loyalty and Brands, and you will be in the module.

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  • What do I need to do to prepare for the modules?

    Think about preparing yourself for an educational opportunity.  Set aside time when you can focus.  Try not to handle email or phones for that time. The modules are designed so you can work to your desired point, leave and return. The modules will, for the most part, be less than 30 minutes in duration, but some may take longer.

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  • What are the technical requirements to take the lessons?

    All modules contain video, audio and high-resolution visuals. Modules have support learning aids like supplemental offerings for print or hyper links to other sites.

    Your computer must have:
    • Flash Player 6.0.79 or later installed on the computer.
     For a free download from Adobe go to http://www.adobe.com/go/getflash.
    • audio capability (speakers or a headset)  
    • any of the following browsers:
    o Windows: Internet Explorer 6, Internet Explorer 7, Firefox 1.x and later, Safari 3, Google Chrome, Opera 9.5
    o Macintosh: Firefox 1.x and later, Safari 3
    o Linux: Firefox 1.x

    • resolution set to a minimum of 1024 x 768
    • (optional) access to a printer.

    It’s important to note that this is a Web module, not a CD running on a computer. With that in mind, be aware that slow connections, multiple open windows, internet traffic and even connectivity issues can impact the speed of page loading and video streams. Please close all other windows, including email and any VPN connections to improve overall speed and functionality.

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  • When trying to access the site through StarwoodPro.com a message at the bottom of the screen read ‘Waiting’. There was no status bar progress. I have tried several times to get in, unsuccessfully, to the Starwood ProLearning site. What should I do?

    If you try again and have the same thing happen, please close the browser.  Then open it again and enter this URL directly in the address bar.

    http://starwoodprolearning.intercomtraining.com

    If that works, then we are most likely experiencing an issue with connectivity or the link in  StarwoodPro.  If it doesn’t work, then there’s likely a connection problem directly with the server for the ProLearning site.  To alert of us of any issues you may be experiencing with ProLearning:

    Email: travelprofessionals.support@starwoodhotels.com

    We appreciate your patience, allowing us time to diagnose and correct any issues.

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  • What credentials does Starwood recognize for participation in ProLearning and for credit for commissions when making bookings?

    IATA/CLIA/ARC/ TRUE/TIDS/TravelSellers numbers are all recognized by Starwood Hotels & Resorts.

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  • When completing my profile, why should I select the optional email communications?

    We at StarwoodPro want to communicate all of our best offers for you and your customers. We also want to keep you up to date on news about our nine brands. We also respect your right to privacy, and we will not communicate with you unless you give us your permission to do so.

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  • I completed Starwood Pro module one and saw the certificate at the end of the course, but the course does not show as completed?

    In order for your course status to register complete, you must take and pass the Knowledge Review to complete the lesson. At the end of the review, you will see a Certificate of Completion. If you’ve done so, and you are still not marked completed, please go to the Support link and contact us for help.  If you wish to print out the Certificate of Completion after the lesson, a link to the certificate will be included in the congratulatory email message. You can download and print this certificate if you wish.

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  • How do I download the Certificate of Completion?

    When you have successfully completed the assessment, the certificate will appear and it will allow you to type in your name. After you do that, print it and display proudly your certification that you have completed Starwood’s first ProLearning module.

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  • If I return to the module at a later time, will I be able to start where I left off?

    You may re-enter the module at any time.  The module will provide a prompt, “asking”  if you would like to  return to the screen from which you left.  Responding “No”, will return you to the beginning of the module, while responding “Yes” will take you back to where you left off.

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  • Are we able to go back to previous modules as refreshers or as points of reference?

    You are welcome to come back and review any and all sections of the module at any time. You will be able to navigate throughout the module by activating the lesson navigation on the left side of the screen. You can choose whichever sections of the module you would like to revisit.

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  • How do I activate the page navigation?

    There are three buttons on the lower right side of the screen.  Click on the bottom button to see a list of the pages in the lesson on the left side of the screen.  You can click on a specific page to move directly to the page.  This is useful for looking up information after you’ve completed the lesson. You must take and pass the Knowledge Review to complete the lesson.

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  • I am unable to locate my login and password for the Starwood Pro training. Can you please email me the information?

    You must create a login and password specifically for the Starwood ProLearning site.  Any other Starwood logins and password programs do not apply to this program.

    If you have forgotten the login and password that you created, click on the Forgotten password link on the lower right side of the screen. Otherwise, to register on the ProLearning and Development site, please go to StarwoodPro.com.  Click on Learn More in the center of the screen.

    You will go to the Starwood Pro Learning site.  Click on the New Login link on the lower right side of the screen.  Enter your IATA / CLIA / ARC / True number.  Then enter your email address to use as your login and create a password.  Then continue to complete the user profile and Submit the profile. The login is created at that time.

    Once you have completed the profile, you will return to the Pro Learning page and can click on Loyalty and Brands in the middle left of the screen to take the course.

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  • Does Starwood offer Travel Professional rates, and how do I get access to them?

    All travel professionals who graduate from module one, Loyalty and Brands, will have access to our new travel professional experience rates called STARPRO. You can access the exclusive page from a link provided on ProLearning. When you complete the module, simply log back into ProLearning and the link will be visible to you. You will also receive a congratulatory email from Starwood after you pass the course with the link in it.

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  • Does Starwood’s former TAED rates still exist?

    The former TAED rate plan which was bookable via the GDS has been deactivated and the new STARPRO rate plan has been loaded by all properties. The rates are now available to be searched and booked only through www.starwoodpro.com and are only available to recognized travel professionals who have completed our first module. Thank you for participating in our ProLearning program.

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  • Will STARPRO rates be guaranteed lowest available rates anywhere in your system for travel professionals?

    STARPRO rates are designed to offer our travel professional partners a chance to experience our properties for themselves. We truly hope to be able to accommodate your requests, but all rates will not be available at all times throughout our system. It is our desire to offer you the best available rate, which of course would be lowest at the STARPRO rate, whenever possible.

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  • Can the ProLearning modules be used by wholesalers or online travel agencies?

    Starwoodpro and hence our ProLearning educational module is designed for travel professionals, meaning all retail travel agents, and call center associates at wholesalers and On Line Travel Companies. Associates who work for traditional travel agencies can access the module using their agency IATA, CLIA, TRUE, TIDS, ARC numbers.

    We have assigned a unique Starwoodpro ID # to key Account wholesalers and OTAs. Those numbers can be obtained from your GSO contact.

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  • Will the modules be available in my native language?

    We would like to offer ProLearning as a comprehensive professional learning program in multiple languages to support our Travel Professional partners globally. Translations of the module narration are now provided for module one and we will continue to incorporate these scripts into future modules.  In this way, users are able to print the script in various languages and follow along in their chosen language. Additionally we are working on translating the Prolearning web pages, which should be complete by the beginning of 2009.

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  • What will your next modules be and when will they be available?

    Our next modules are already in the planning and design phase and we'll certainly keep you updated on the launch date as we progress. We plan to next produce modules on Time Effectiveness and Business Development. We will be incorporating much of the research for our own programs into each module. No matter the timing or order of our release, we know that our travel professionals will benefit from the learning offerings.

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  • How was the content for this program developed?

    Creating ProLearning has been a major commitment, and has been designed and built 100% in-house by Starwood, with advice from numerous experts, including your fellow travel professionals.

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  • Do I earn Travel Institute CEU credits for taking this module?

    Yes. The Travel Institute has granted 2 CEU credits to all those who complete the ProLearning module one.

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  • I have a question, an idea or a comment - whom should I contact?

    Send us a note! Just click on the “E-mail us” link to get started.

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  1. What are the typical rate plans made available by Starwood hotels?

  2. Starwood hotels offer a selection of rates in each category to meet your clients' needs. Subject to availability, rates include:
    Negotiated
    Corporate
    Best Available
    Promotional
    Packages
    Government
    AAA/CAA
    Senior Citizen
    Weekend

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  3. How do I qualify for a travel professional rate?

  4. You must have a qualifying travel professional ID number.

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  5. How do I book a travel professional rate?

  6. When you complete the first training module on ProLearning, our new Travel Professional Learning & Development Program, you will then qualify for STARPRO rates, our new Travel Professional Experience Rate program. This rate is available exclusively online to those who have passed our first training module.

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  1. How do I book a non-smoking room?

  2. Non-smoking rooms are identified in the room features section on the hotel availability display. Any room not designated as non-smoking is considered a smoking room. Please note: all Westin Hotels & Resorts are smoke-free in the United States Canada, the Caribbean, Scotland, Australia and Fiji.

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  3. Who can I call for assistance with booking on your Web site?

  4. For help in the U.S. and Canada, simply call 1-888-625-5144. If calling from outside the U.S. and Canada, please contact our Worldwide Reservations Office.

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  5. Where do I find a hotel's contact details?

  6. A hotel’s address, main phone number and fax number are identified directly below the name of the hotel at the top of the hotel availability display.

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  1. In which Global Distribution Systems (GDS) does Starwood participate?

  2. We participate with Amadeus, Apollo/Galileo, Sabre, and Worldspan.

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  3. What are Starwood's chain codes in the Global Distribution Systems?

  4. Starwood's GDS chain codes are as follows:
    SW = All Starwood chains
    SI = Four Points® by Sheraton® Hotels, Sheraton® Hotels & Resorts
    XR = St. Regis® Hotels & Resorts
    LC = The Luxury Collection®
    MD = Le Mèridien
    WI = Westin Hotels & Resorts®
    WH = W Hotels®
    AL = aloftsm  hotels
    EL = elementsm hotels

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  5. How do I ask for information about Starwood in the GDS?

  6. To access marketing information, policies and procedures for Westin, Sheraton, Four Points, St. Regis, The Luxury Collection, Le Méridien and W Hotels through the various GDS, use the following transactions:
    Sabre: HOD is available thorough Sabre Agency E-Services, Sabre’s web-based system
    Apollo/Galileo: HODWI, HODSI, HODWH
    Worldspan: G/HTL/WIQ, G/HTL/SIQ, G/HTL/WHQ
    Amadeus: GGHTLWI, GGHTLSI, GGHTLWH

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  7. How do I get GDS help?

  8. The Starwood GDS Help Desk will assist you with GDS system questions, GDS reservation questions, format questions, negotiated rate loading and inquiries.

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  9. How do I get my negotiated rates loaded into the GDS?

  10. To load negotiated rates into the GDS, please queue or fax the following information to the Starwood GDS help desk:
    Participating hotel(s)
    Rates (indicate whether single or double)
    Effective dates (when the contract expires)
    Requested GDS access code
    Pseudo city code/IATA number, which will control access The Starwood GDS Help Desk will advise you when the negotiated rate has been loaded into the GDS and confirm the access code.

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  11. What type of availability links does Starwood have with the GDS?

  12. Starwood has the highest level of connectivity available with each of the GDS. This ensures you access real time room rates and availability directly from Starwood's internal reservation system.   

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  13. More than 24 hours have passed since I booked through the GDS. Why haven't I received my confirmation number?

  14. We can help. Visit our GDS Helpdesk for the number to contact.

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  15. Why do I receive a "UC" (unable to confirm) response when the hotel/product shows as available in the GDS, even though I'm a seamless participant?

  16. You may receive a "UC" status when booking a hotel that appears to be available in the GDS. With automated technology, rates and rooms can be sold out in the few seconds that information travels from our central reservation system to the GDS.

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  1. What is StarCom?

  2. StarCom is a global travel agency commission processing solution powered by Worldwide Payment
    Systems (WPS), providing our travel partners commission consolidation from all Starwood brands.

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  3. Do I need to enroll in StarCom in order to receive a commission payment?

  4. You do not need to enroll in StarCom in order to receive your commission payment. However, we recommend logging into the WPS web site to track commission payments.
    For the WPS User Guide, please download here.

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  5. How do I log into the WPS Network?

  6. You will receive your access codes from WPS along with your first payment confirmation. Go to www.wpsnetwork.com to log on. If you do not have access codes please go to
    www.wpsnetwork.com/html.EN/peticioncodigos.shtm or you can send an email to support@wpsnetwork.com. Download and view the handy WPS User Guide for detailed description on how to utilize the network here.

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  7. What is the cost of participating in a central commission program?

  8. There are no costs to receive a commission payment from Starwood Hotels and Resorts Worldwide.

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  9. How frequently are payments processed to travel agents?

  10. WPS processes payments to travel agents every week. However, travel agents can request payment cap or payment preference (on a monthly basis).

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  11. How will I receive my commission payment?

  12. You can choose to receive your commission payment deposited directly into your bank account or by
    check/cheque. Select “Your Profile” from the home page to update your payment preferences.

    Check Lists:

    • Does my agency set up payment cap? To find out, please log on to www.wpsnetwork.com and select Your Profile from the home page or you may email WPS at support@wpsnetwork.com.
    • Is my agency part of a group where the commissions are paid to our head office? How would I know if we are part of a group? To find out, please contact WPS at support@wpsnetwork.com or by calling toll-free 1 866 531 0170 (within US) or +34 95 503 1400 (outside US)

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  13. How do I find out if a commission has been paid?

  14. Log into the WPS Network and select “Payment Tracking” from the home page and go to Global Search from the main menu. Search for commissions paid by hotel name, confirmation number, guest name, dates of stay, etc.

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  15. What currency will I receive my commission payment in?

  16. WPS make payments in 20+ currencies including USD, EUR and GBP. You can select your preferred
    payment currency by going to “Your Profile.”

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  17. How do I access the StarCom reporting tool?

  18. Select Other Services from the main page. You can run basic and advanced reports. Basic reports include
    payments per hotel, payments per month, payments per country, and nights per booking. There are 25+
    advanced reports. These reports can be customized for your agency.

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  19. What reconciliation tools are available?

  20. Data Interface Generator (DIG) – WPS will work with you to customize a payment report that is
    designed to be imported into your back office systems for reconciliation.

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  21. How do I request a missing commission payment?

  22. Select “Your Commission Claims” from the main menu to open a new commission claim or track
    an existing claim online. You can also email support@wpsnetwork.com.

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  23. How do I get further assistance?

  24. All commission inquiries should be directed to the StarCom customer support desk at support@wpsnetwork.com  or by calling 1 866 531 0170 (within US) or +34 95 503 1400 (Spain) (outside US). The support desk is operational from 2.30am to 17:00pm EST (8:30am to 11:00pm CET) Mon-Fri

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