Frequently Asked Questions
- What are the Starwood room types?
- What are the typical Starwood rate plans?
- In which Global Distribution Systems (GDS) does Starwood participate?
- What are Starwood's chain codes in the Global Distribution Systems?
- How do I ask for information about Starwood in the GDS?
- How do I get GDS help?
- How do I get my negotiated rates loaded into the GDS?
- What type of availability links does Starwood have with the GDS?
- Do I really get last room availability?
- How do I book a non-smoking room?
- Why does the hotel not confirm or know about my special request?
- Why does the central reservation office have my client's reservation when I call, but the hotel does not?
- Why does the hotel have a different confirmation number than the one provided in the GDS?
- Why are rates sometimes loaded in USD when the hotel is not located in the United States? This results in rate discrepancies and customer service problems for my clients at check-out.
- Why aren't all rates loaded and available to sell in the GDS, compared with hotel direct or the 888 number?
- More than 24 hours have passed since I booked through the GDS. Why haven't I received my confirmation number?
- 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?
- Why did the client receive a charge for a "no-show" when I canceled the reservation properly and on time?
- How does Starwood issue commission checks?
- My client stayed at a Starwood several months ago and I still have not received my commission. What action do I take?
- Who can I call for assistance with booking on your Web site?
What are the Starwood room types?
Starwood room types vary by brand. Typical room types for each brand are listed below.
Traditional, Deluxe, Guest Office, Westin Club, Suite, Wheelchair Accessible
Sheraton® Hotels & Resorts and Four Points® by Sheraton® Hotels
Traditional, Deluxe, Club Floor, Smart Room, Suite, Wheelchair Accessible
Superior, Astor Floor, Deluxe, Grand Deluxe, Astor Suite, St. Regis Suite, Wheelchair Accessible
Superior, Deluxe, Grand Deluxe, Club Floor, Suite, Junior Suite, Superior Suite, Deluxe Suite, Wheelchair Accessible
Kool, W Business, Witty, Doubly Wow, Focus, W Suite, Wheelchair Accessible
Typical features may include smoking and non-smoking rooms, view, balcony, The Heavenly Bed®, Sleigh Bed, breakfast, butler service, fax/printer, and dataports.
What are the typical Starwood rate plans?
Starwood offers 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, and
Weekend
In which Global Distribution Systems (GDS) does Starwood participate?
Starwood is a participant in Sabre, Apollo/Galileo, Worldspan and Amadeus.
What are Starwood's chain codes in the Global Distribution Systems?
Starwood's GDS chain codes are as follows:
sw = All Starwood chains in Sabre and Amadeus
wi = Westin Hotels & Resorts®
si = Sheraton® Hotels & Resorts, Four Points® by Sheraton® Hotels, The Luxury Collection®, St. Regis® Hotels & Resorts
wh = W Hotels®
How do I ask for information about Starwood in the GDS?
To access marketing information, policies and procedures for Westin, Sheraton, Four Points, St. Regis, The Luxury Collection and W Hotels through the various GDS, use the following transactions:
Sabre: HODWI, HODSI, HODWH
Apollo/Galileo: HODWI, HODSI, HODWH
Worldspan: G/HTL/WIQ, G/HTL/SIQ, G/HTL/WHQ
Amadeus: GGHTLWI, GGHTLSI, GGHTLWH
The Starwood GDS Help Desk will assist you with GDS system questions, GDS reservation questions, format questions, negotiated rate loading and inquiries. For details on contacting the Starwood GDS Help Desk, please click here.
How do I get my negotiated rates loaded into the GDS?
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.
What type of availability links does Starwood have with the GDS?
Seamless connectivity enables the travel agent to view rates directly from the Starwood central reservation system in a user-friendly language, ensuring access to the most current available rates, room types, features and guarantee/cancellation policies. The same accurate, detailed information available through our toll-free numbers is also available through the reservation system, without the possible wait times. The central reservation system offers a true central inventory, with access to available rates, rate plans, room features and alternate Starwood properties when a choice is sold out. Starwood currently supports seamless connectivity with Sabre, Apollo/Galileo, Worldspan and Amadeus. In addition, Starwood supports integrated source availability with Worldspan, giving you available properties on your hotel list request.
Do I really get last room availability?
Yes. Seamless connectivity provides the GDS with the same inventory that is available to our sales associates.
How do I book a non-smoking room?
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.
Why does the hotel not confirm or know about my special request?
Requests made in the "/si-" field are received by Starwood, therefore individual properties are unable to respond to requests made via the GDS. All special requests are processed based on availability at the time of check-in.
Why does the central reservation office have my client's reservation when I
call, but the hotel does not?
The Starwood central reservation office is able to view reservations within seconds of booking via GDS. However, some individual properties are unable to immediately access your client's reservation because they use a different in-house system that receives bookings from the GDS/central reservation system on a scheduled delivery. Some hotels also may have a system that only allows the front desk to access current bookings.
Why does the hotel have a different confirmation number than the one provided
in the GDS?
The confirmation number returned to the "/cf-" field in the hotel segment is from the Starwood central reservation system. Most hotel properties have a property management system (PMS) that assigns a confirmation number based on the PMS numbering scheme. The hotel usually has a cross-reference system. The reservation can always be accessed by the last name.
Why are rates sometimes loaded in USD when the hotel is not located in the
United States? This results in rate discrepancies and customer service
problems for my clients at check-out.
Since currency conversions in some countries fluctuate constantly, hotel chains often elect to load a guaranteed rate based on USD (or any hard currency with stability). If local currency rates were loaded, the constant fluctuation would make rate maintenance unmanageable.
Why aren't all rates loaded and available to sell in the GDS, compared with
hotel direct or the 888 number?
Some rates, such as packages with one rate for a multiple-night stay, are not compatible with existing rate loading functionality. The current functionality supports per-night pricing. There are other factors such as extra night and extra person charges that might be priced at a percentage of the full package rate. The GDS does not accommodate or calculate percentages for pricing. The good news is that seamless connectivity does allow a broader range of rates and features to be delivered to you.
More than 24 hours have passed since I booked through the GDS. Why haven't I
received my confirmation number?
For assistance using our Web site, agents in the U.S. and Canada may call 888-625-5144. Agents in all other countries, please see Worldwide Reservations Offices or e-mail us.
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?
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 Starwood's central reservation system, through the switch company, to the GDS. Seamless availability helps alleviate this problem, but cannot prevent it completely.
Why did the client receive a charge for a "no-show" when I canceled the
reservation properly and on time?
If a GDS booking is cancelled in the same system in which it was made, and within the cancellation policy, there should be no cancellation or no-show charge. If the reservation is cancelled by any other means, such as the central reservations toll-free number, it is possible that the automated booking will not be matched. For questions regarding no-show charges, please contact our GDS Help Desk.
How does Starwood issue commission checks?
For most of its hotels worldwide, Starwood offers the Central Commission Payment Program. Benefits include:
- Twice-monthly payment for all bookings (monthly for Westin)
- One single check for all bookings made within a hotel brand, instead of individual checks from each hotel and resort booked
- Payment in the currency of choice, instead of local currency of the hotel, saving conversion and processing fees
My client stayed at a Starwood several months ago and I still have not
received my commission. What action do I take?
You have several options. Within the United States and Canada, contact our corporate service department at 800-328-6242. Outside the United States, fax our corporate service department at 512-835-4417. To assist you, we will need the following information:
- Guest name
- Hotel name
- Exact date of arrival
- Rate quoted
- IATA number/CLIA booking number/Starwood booking number
- Confirmation number provided at the time of booking
Please note that commission requests must be at least 30 days old before action can be taken.
Who can I call for assistance with booking on your Web site?
For assistance using our Web site, agents in the U.S. and Canada may call 888-625-5144. Agents in all other countries, please see Worldwide Reservations Offices or e-mail us.
