Frequently Asked Questions

How do I obtain a copy of my hotel bill?

You may request a copy of your hotel bill (folio) at the front desk upon check-in or checkout. If you have already completed your stay, or would like a copy of a bill from a previous stay, please click email us, and a Sheraton associate will be in touch.

Please Note: Hotel bills (folios) are not available online, and can only be emailed to the individual listed on the reservation.

What are incidental charges?

Anything beyond the hotel room rate is considered an incidental charge. This includes: in-room movies, long distance telephone charges, room service, resort fees, and other such amenities.

Generally, incidentals are charged to the credit card on file.

In some cases, incidental charges can be used toward Starpoint® Credit (for more on this please visit the terms section on

How can I view, modify or cancel my reservation?

For reservations booked through our websites or Worldwide Reservations offices you can view, modify or cancel your reservation by entering your information on the Sheraton existing reservations page.

Please note, we are unable to display, modify or change reservations booked through a third party or outside source. If you’ve reserved through a third party or alternate route, please contact them directly.

What are your check-in/checkout policies? How can I arrange an early check-in/late checkout?

Check-in/checkout times are determined by each individual hotel and may vary depending on location. In order to view an individual hotel's general check-in/checkout policy, please visit the Customer Service Center, and enter the city or hotel name in the designated form fields.

If you've already made a reservation, check-in/checkout times should be listed in the email confirmation you received upon booking.

You may request an early check-in during the booking process, or a late checkout upon arrival at the hotel. We do our best to honor such requests, but special accommodations depend on availability and are not guaranteed. Please be sure to verify and confirm your requests with an associate at the hotel.

I forgot my SPG® (Starwood Preferred Guest®) number

If you know your password, you may sign in to your SPG Account using the email address associated with the account. Once you’ve logged in, you can find your SPG number by scrolling down and clicking on the account overview button. Alternatively, your SPG number can also be found on your SPG profile page.

If you are unsure of your login details and/or have forgotten your password speak with us and we will assist you. (note: we are unable to provide SPG numbers and account details via email.) Please be prepared to provide the answers to your security question(s) or any five of the following pieces of information:

  • The address associated with the account
  • The email address associated with the account
  • Your transaction history
  • Your credit card information
  • Any external memberships associated with your account (e.g., Frequent Flyer, etc.)
  • History of past stays (hotel, location & dates)
  • Recent contact information noted in your account
  • The web ID listed on the account
What is SPG (Starwood Preferred Guest)? How do I become an SPG member? Is there a cost or fee associated with becoming an SPG member?

Starwood preferred guest is the award-winning hotel program that offers extraordinary experiences, rewards and recognition wherever you travel. Members have access to exclusive benefits and flexible reward options for magnificent vacation getaways across any of the starwood hotels and resorts.

Joining is fast, free and easy. To learn more, or to become a member, visit and sign up today.

Do my Starpoints expire?

As long as your SPG account remains active, your Starpoints® will not expire. If your account is deemed inactive, after a period of six months, we will consider the account “expired” and any Starpoints will be forfeited.

Your SPG account may be deemed inactive for the following reasons:

  • You haven't had a stay at a starwood property within the past 12 months.
  • You have not purchased, earned, redeemed or transferred any Starpoints for a period of one year or more.
  • Your account has been cancelled.

In order to reactivate your account, please contact one of our associates.

How do I book a meeting or plan an event?

We have the venues, experience and expertise to ensure that your meeting or event is hosted both beautifully and seamlessly. No matter if it's a small conference or large gala, our staff will work with you to assure that it exceeds your every expectation. In order to find out more, speak with someone about planning your meeting/event, or submit an online RFP; please visit our meetings and events page.

What is a Best Rate Guarantee?

Starwood works hard to ensure that we offer the best available room rates on our branded websites. In the unlikely event that a lower rate at a starwood hotel is made available on a non-starwood website or mobile application (the "Competing Rate"), upon its receipt of a claim that satisfies best rate guarantee terms and conditions, starwood will honor that competing rate and provide the individual that submitted the valid claim one of the following rewards: (1) an additional 20% discount off the competing rate per room per night; or (2) 2000 Starwood Preferred Guest® Starpoints® per room per stay. (SPG terms & conditions.)

Best rate guarantees require that an individual submit a valid claim prior to, or within 24 hours, of making a reservation. For more information about submitting a claim and the best rate guarantee program, please visit the Starwood Best Rate Guarantee page on

How do I redeem my Starpoints? How many Starpoints do I need for a free night?

Your Starpoints can be used in a variety of ways. Free nights, travel discounts, SPG Moments℠ and special curated experiences can all be redeemed using Starpoints. Each reward category has different parameters and requires a specific number of Starpoints. For a detailed description of the many ways you can enhance your travel experience using Starpoints, please refer to the redemption section on

Once you have earned enough Starpoints, you can apply them toward free nights, Suite Awards and various upgrades at any starwood hotel across the globe. There are no blackout dates; so long as a room is available we are happy to accommodate your redemption request. For more information on how to best take advantage of the various opportunities afforded to you at our hotels through the Starwood Preferred Guest program, visit the room redemption section on

How can I find out about policies and information specific to the location at which I plan to stay? (Pet Policies, Airport Shuttle Information, Maximum No. Guests Per Room, Kids Clubs, etc)

For directions, pet policies or general information about a specific location, please go to the Customer Service Center and enter your destination.

Can't Find Your Question?

For a more extensive list of questions, please visit the “Quick Answers” section on our site.

Quick Answers