Frequently Asked Questions

Anything. Just ask. We may already have your answer posted below.

Planning a Meeting or Event

Top 5 Questions

  • How do I reserve a room online?

    Search for a hotel from the "FIND & BOOK" area on the homepage. You will be prompted to enter your dates of travel and desired location, after which you will see a list of room types and rates. Your reservation can then be completed in a few quick steps.

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  • How do I create or retrieve my username and password?

    Click the Sign In link at the top of the homepage. From there you will see a link to create an account, activate your online account (for current SPG members who have never logged in online) or retrieve your username or password.

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  • Can I change a reservation after it's been made?

    Yes. You can modify your reservation online, or call 1-877-WHOTELS (1-877-946-8357) to change your reservation over the phone. However, please keep in mind that changes are subject to restrictions depending on the details of your original reservation.

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  • How can I become a Starwood Preferred Guest®?

    Starwood Preferred Guest, Starwood's extraordinary travel rewards program, offers the freedom to redeem your rewards when you want - at more than 1000 amazing Starwood destinations in 93 countries. Enrollment is free, and you can visit the Starwood Preferred Guest website at any time to join.

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  • Will my online reservation be secure?

    Yes. As a member of Starwood Hotels & Resorts, W Hotels respects your privacy and maintains your profile information on a secure server. It can be accessed, maintained and used by you and only you. W Hotels and all other Starwood properties do not authorize any other use of your confidential information. To learn how we protect your information, view our Privacy Statement.

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Services & Amenities

  • What services can I expect from W Hotels?

    Our Whatever/Whenever® service provides whatever you need, whenever you need it. Anything. Just ask. Experience amplified amenities and dynamic service at W Hotels Worldwide.

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  • What business services does W Hotels offer?

    Each of our hotel rooms is wired to be a virtual office, with two phones and high-speed Internet access. All Living Rooms and W Lounges are wireless and all W Hotels are equipped with a full-service "Wired" business center. Get to work.

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  • What amenities can I expect in my room?

    Custom-made furnishings, the W Hotels signature bed with down comforters and 250 thread count sheets, and amenities such as plush cotton bathrobes and Bliss® lemon + sage bath products help you cool down and recharge. Guest rooms are also fully wired and wireless and stocked with appliances, including a radio/alarm clock/Ipod docking station. The 37-inch plasma TVs are equipped with an entertainment system and a large selection of movies. A unique selection of snacks and other lifestyle items are also at your fingertips. Make yourself at home.

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  • Can I purchase the unique furnishings I've seen at W Hotels?

    Bring home some of the W Hotels lifestyle. Visit www.whotelsthestore.com or our retail locations at various W Hotels. Custom bedding, towels, Bliss® products, quirky toys, carefully selected fashion items & the W Store has it all.

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  • I really enjoyed the bath products provided at the hotel. How can I purchase them?

    Experience the uplifting zing of Bliss® lemon + sage bath products at home. Visit www.whotelsthestore.com or call 1-800-453-6548. In case the hotel uses different products you can contact the hotel directly for more information.

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  • Can I bring my pet to W Hotels?

    Pets Are Welcome at all W Hotels, but some restrictions apply. Get details here or contact the hotel where you wish to stay as restrictions and/or fees may vary.

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  • How can I make special requests regarding my stay?

    Anything you need. Really. Special requests can be made when booking your reservation online, or by calling the hotel directly. Our Whatever/Whenever® service is here to assist you with&whatever. While not every request can be met, we'll do everything possible to make your stay extraordinary.

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Rates & Reservations

  • How do I reserve a room online?

    Search for a hotel from the "FIND & BOOK" area on the homepage. You will be prompted to enter your dates of travel and desired location, after which you will see a list of room types and rates. Your reservation can then be completed in a few quick steps.

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  • If I change a reservation, will I still get the same rate?

    The personal and credit card information used to reserve a room can be modified with no change in room rate. However, if you wish to change any other aspect of your reservation, such as dates or room features, you may see a change in room rate. The room rate you were quoted for your original reservation is not guaranteed for your new one since that rate depends on what is available on the date that you rebook as well as your desired length of stay.

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  • How do I cancel a reservation?

    To cancel a reservation online, first sign in to your online account. Go to "Find a Reservation" under "Reservations" where you can retrieve your reservation and cancel it online. Be sure to retain your cancellation number for your records. You can also cancel your reservation by calling 1-877-WHOTELS (1-877-946-8357) in the U.S. and Canada. All other countries, please refer to our Worldwide Reservations Offices.

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  • Will my credit card be charged if I forget to cancel my reservation and don't stay in the room I reserved?

    Yes. Reservations are automatically guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy outlined by the particular hotel and the specific rate plan you are booking. When booking online, please be sure to click "Terms & Details" for more information on the cancellation terms for your reservation.

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  • What is a guaranteed reservation?

    If your reservation is guaranteed, it means that you have provided credit card information or other form of payment at the time you made your reservation and that the hotel will hold your room until check-out time the day following your scheduled arrival. In the event you do not check-in, the hotel will charge your credit card per the rules of the rate you reserved.

    However, because hotels experience no-shows, they may on occasion overbook. In the event that more guests arrive
    than can be accommodated and the hotel is unable to hold a room for you, the hotel will attempt to accommodate you, at its expense, at a comparable hotel in the area for the oversold night(s), and pay for transportation to the alternative accommodations and a telephone call.

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  • What is a fully prepaid, non-changeable, non-refundable reservation?

    This term refers to a reservation that must be paid for in its entirety at time of booking, that cannot be changed by the guest or cancelled without a penalty as described in the rules of the rate reserved.

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  • How long do you retain my reservation information?

    For your convenience, we retain your reservation information for 30 months.

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  • How can I find out if my company or organization has a corporate rate with Starwood?

    To find out if your company has a Global Preference (GP), Starwood Executive Traveler (SET), SET Preferred or Europe Preferred account with us, contact your company's travel services, human resources or finance department. In some cases, companies arrange a special corporate rate with an individual hotel. Therefore, you may need to call the hotel directly to make reservations.

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  • Can I reserve my company's corporate rates online?

    Yes, in most cases. If your company has a Global Preference (GP), Starwood Executive Traveler (SET), SET Preferred or Europe Preferred account with us, simply include the account number in the "SET or corporate account number" field on the reservations request screen. This will ensure that you receive the appropriate GP/SET rates.

    However, if your company has negotiated rates with an individual hotel, you will still need to make reservations by phone, since locally contracted rates are not always loaded in the central reservations system for online booking.

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  • Can I book Airline Hotel Certificate, Travel Agent and Group Rates online?

    Unfortunately, at the present time you cannot confirm reservations online using hotel certificates (for example, United Mileage Plus), travel agent discounts or group rates. Please contact your nearest Worldwide Reservations Office or the hotel directly to confirm these rates.

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  • Can I book Government Rates online?

    Yes. Government rates can be booked online for Government employees on individual (non-group) government business-related travel. The eligible employees are U.S. Federal and State employees, National Government employees, active military personnel, Amtrak employees and Canadian Provincial employees. You will be required to provide the appropriate identification at check in. Please note that only one room can be booked per government employee.

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  • Can I book special room preferences (such as connecting rooms or early check-in) online?

    Yes. You can ask for connecting rooms, early check in and other special requests when booking your reservation online. Just note your requests in the Special Requests box under Optional Information as you go through the booking process. The hotel will do its best to meet your requests, but requests cannot be guaranteed until check in. Any requests will be honored based upon availability at the time of your stay.

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  • Can I reserve more than one room at a time?

    Yes. You can reserve up to nine rooms at once, as long as they are all the same room type. If you need multiple room types, please call 1-877-WHOTELS (1-877-946-8357) in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations.

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  • Can I reserve different types of rooms under the same reservation?

    At this time, our system cannot reserve different types of rooms under the same reservation, but we expect to offer this option in the future. If you would like to book multiple room types, please call 1-877-WHOTELS (1-877-946-8357) in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations.

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  • How can I find the 800 number for reservations in my area?

    Visit Worldwide Reservations in the Help section to see a complete listing of phone numbers around the world.

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  • How can I find contact information for individual hotels?

    The address, phone and fax numbers are listed at the top of each hotel's web page. If a hotel has direct email access, you will find that address there as well. To look up your hotel, visit our Reservations page.

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  • Where can I find maps and driving directions to the hotel?

    A link to maps and driving directions can be found in the DESTINATION section of the hotel property page, which you can access by clicking the name of the hotel.

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Planning a Meeting or Event

  • How do I plan a meeting or event at W Hotels?

    For information about planning a meeting, contact our Global Sales Offices. You can also fill out a Request For Proposal (RFP) online. A representative from our Sales Office will respond within 48 hours. For more information, visit our Meetings & Events website.

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How to Contact Us

  • How do I contact Starwood with questions or comments?

    For assistance with reservations or help using our website, call 1-877-WHOTELS (1-877-946-8357) in the U.S. or Canada. All other countries, see Worldwide Reservations or contact us by email.

    For information about planning a meeting, contact our Global Sales Offices.

    For Starwood Preferred Guest®  assistance, redemptions or reservations, call 1-888-625-4988 in the U.S. or Canada, or phone one of our Customer Contact Centers.

    You can email us your comments or questions about our hotels, Starwood Preferred Guest, or our website.

    You can also visit the Help section at any time for contact details.

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  • How do I contact the Corporate Office for Starwood?

    Attn: Consumer Affairs Department
    Starwood Hotels & Resorts Worldwide, Inc.
    One StarPoint
    Stamford, CT 06902
    USA
    Tel: 203 964 6000

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  • How can I pass along my comments about a recent stay at a Starwood hotel?

    You can go to the Help section of this website and email us about your experiences at our hotel. Or, within the U.S. and Canada, you can call Corporate Services at 1-800-328-6242. Outside the U.S., please call the Worldwide Reservations Office nearest you.

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  • How can I contact a hotel via email?

    If the hotel has an email address, it will be located at the top of the hotel web page under the hotel's address and phone number information. Some of our hotels do not yet have direct email access.

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Best Rate Guarantee

  • What is the Best Rate Guarantee?

    Starwood makes available the best room rates on its branded Web sites (www.sheraton.com, www.fourpoints.com, www.whotels.com, www.alofthotels.com, www.luxurycollection.com, www.lemeridien.com, www.elementhotels.com, www.westin.com, www.stregis.com, www.spg.com, www.starwoodhotels.com). In the unlikely event that a lower rate at a Starwood Hotel is made available on a non-Starwood website (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 10% discount off the Competing Rate per room per night; or (2) 2000 Starwood Preferred Guest® Starpoints® per room per stay. Please see the SPG Terms & Conditions for more details regarding Starwood Preferred Guest® Starpoints®.

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  • Does the Best Rate Guarantee only apply to certain rates?

    Yes. Starwood's Best Rate Guarantee applies to published rates available to the general public. It does not apply to group or contracted rates, packaged or opaque rates, or qualified membership rates such as AAA, AARP or government rates. For complete details, please see the BRG Terms & Conditions.

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  • How do I submit a claim?

    A claim must be submitted prior to, or within 24 hours after, making a reservation through a Starwood Website, and at least 24 hours (48 hours for non-English Starwood Websites) before the standard check-in time at the applicable Starwood Hotel. You must submit a Best Rate Guarantee claim form to the Starwood Customer Service Center. For complete instructions on submitting a claim, click here.

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  • What is acceptable evidence of a lower rate?

    Starwood has the sole right and discretion to determine the validity of any claim and will not review documentation provided by the individual submitting a claim as part of its validation process. Starwood reserves the right to deny a claim, if it cannot independently verify the availability of a Competing Rate at the time it processes the claim.

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  • Do I need to make a reservation in order to submit a claim?

    No. A reservation is not required

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  • Should I choose to receive Starpoints® for my claim reward, when will I receive them?

    Starpoints shall only be available as a Best Rate Guarantee Reward for claims related to reservations at Starwood Hotels that participate in the Starwood Preferred Guest program. If you elect the 2,000 Starpoints as your Best Rate Guarantee Reward, it will post with your stay. If, for any reason, your Starwood Preferred Guest account is not credited with that reward within 2 weeks of your stay, you must contact the Customer Care Department. A Customer Care Associate will research your Starwood Preferred Guest account and will credit it with the Best Rate Guarantee Reward, if missing. You must apply for retroactive credits within 180 days of the check-out date of the hotel stay.

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  • Can I receive Starpoints for a stay based on a claim like I would on a non-claim stay?

    The number of Starpoints to be awarded to Starwood Preferred Guest members will be based on the eligibility of the rate actually paid by you at checkout.

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  • If my reservation is pre-paid and I make a valid claim against it, when will I receive a credit for the Best Rate Guarantee rate difference?

    In the case of a fully prepaid rate booked through a Starwood Website, Starwood will refund the difference to your credit card, if applicable, within 30 business days of submitting your claim. If a pre-paid reservation is booked through a Competing Room provider, Starwood is not responsible for any fees associated with the cancellation of that reservation.

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  • What happens with Best Rate Guarantee claims in the event of a technical issue?

    The Best Rate Guarantee will be suspended during times where the Starwood Websites or certain rates are not available due to an outage, a technical issue or a circumstance beyond Starwood’s reasonable control.

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  • What if I don’t hear back from the Customer Service center after submitting my claim?

    Any questions regarding claims should be directed to best.rate@starwoodhotels.com or call 1-866-500-0368.

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Assistance With Our Site

  • How do I access my account information?

    To access your account information, you first need to sign in to your account at the top of the site, or on SPG.com.

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  • How do I update my account information?

    To update your account information, you first need to sign in to SPG.com. Once you have logged on, click My Preferences under My Profile.

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  • I am not able 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 probably a network firewall. The firewall configuration often conflicts with secure transactions. In this case, you will need to contact the hotel directly, or the Worldwide Reservations Office nearest you.

    Online Security Encryption: The reservations process is done on a secure site, using SSL (Secure Sockets Layer) Encryption. For security reasons, the online reservations system can only take reservations from web browsers that accept this type of encryption. 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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  • Why can't I find the reservation I made online?

    There are two reasons why a booking might not come up online. First, 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. Second, if the hotel made a change to the reservation in their system, our system will be unable to find the booking. In either case, you may contact the hotel directly, or contact the Worldwide Reservations Office nearest you.

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  • What type of browser is best to view this site?

    The most recent edition of any browser is best for viewing our websites; however, at a minimum, we recommend using Internet Explorer 5.5 or higher for most operating systems except MAC. For MAC users, we recommend using Netscape 7.1 or higher or Safari 1.2.3 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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  • What are cookies? Can I get rid of them?

    Cookies are bits of information retained on your hard drive that contain your preferences for a particular website. Cookies are useful on Starwood websites because they store your personal information and hotel preferences so you don't have to re-enter the information every time you make a reservation. Cookies are also needed to carry information from one page to the next during multi-step processes such as becoming a Starwood Preferred Guest® member or reserving a room. If you wish to delete cookies from your hard drive, consult the instructions for your particular browser for details. Just remember that deleting a cookie effectively deletes any personalization you previously enjoyed on a site.

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Corporate Information

  • What is Starwood Hotels & Resorts?

    Starwood® Hotels & Resorts Worldwide, Inc. is one of the leading hotel companies in the world, with more than 1000 hotels in over 93 countries. Starwood is an owner, operator and franchisor of some of the finest hotel and resort names and properties around the globe, including Sheraton® Hotels & Resorts, Four Points® by Sheraton® Hotels, W Hotels®, AloftSM Hotels, The Luxury Collection®, Le Méridien®, ElementSM Hotels , Westin Hotels & Resorts® and St. Regis® Hotels & Resorts.

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  • What are the different hotels in the Starwood family?

    Starwood Hotels & Resorts Worldwide, Inc. is proud to be an owner, operator and franchisor of a broad range of hotels and resorts, meeting a wide variety of needs for travelers all around the world. You can read about our different hotel brands below:

    Sheraton Hotels & Resorts is the largest of the Starwood brands, with more than 400 hotels and resorts in 70 countries. Serving the needs of both business and leisure travelers in locations from Argentina to Zimbabwe, Sheraton Hotels & Resorts are located in a majority of the world's most popular cities and resort destinations.

    Guests get everything they're looking for with style and service they want, all at a great price at Four Points by Sheraton Hotels. We have what matters most, like stylish rooms, comfortable beds, delicious breakfast and fresh coffee. Plus we provide free Internet and free bottled water in each guest room, great local beer with Best BrewsTM and other extras guests love. We have over 150 hotels in nearly 30 countries, with even more on the way.

    W Hotels, the industry innovator, offers the cutting-edge design of a boutique hotel with unique lifestyle programming from buzzing bars and restaurants, to Bliss® or Away Spa or W The Store. Each W Hotel has an innovative, individualistic design personality reflecting the flavor of its particular city and neighborhood while sharing a common commitment to service through its Whatever/Whenever® service promise.

    Bold and bright, fresh and fun, Aloft is the forward-thinking alternative to the typical travel destination. With its loft-inspired design and free-flowing energy, Aloft lets guests customize their stay and celebrate their style. And, as a vision of W Hotels, Aloft is full of social aspects, perfect for mixing and mingling. Whether guests enjoy complimentary Wi-Fi throughout the hotel, lounge around or play pool in our re:mix lobby, or chitchat over cocktails in the w xyz bar, they are in for an electric, eclectic experience.

    The Luxury Collection is a unique group of hotels and resorts offering exceptional service to an elite clientele. Many of these hotels - some of them centuries old - are internationally recognized as being among the world's finest. Magnificent décor, spectacular settings, impeccable service, the latest in modern conveniences and amenities - these are qualities that distinguish the world's greatest hotels. And nowhere are they more in evidence than in The Luxury Collection.

    Le Méridien offers a unique contemporary cultural experience, inspired by Paris, to attract creative, curious travelers at more than 100+ hotels and resorts in over 50 countries worldwide. The majority of these hotels are located in the world's top destinations throughout Europe, Asia Pacific, the Middle East and Africa with selected cities in the Americas.

    Element hotels transform the hotel experience by providing guests with a space to live their lives as they wish, at their own pace. Inspired by Westin, Element is decidedly modern with an emphasis on nature and intuitively constructed using eco-friendly materials wherever possible. An efficient use of space encourages guests to stay connected, feel alive and thrive while they are away. Each private space (guest room) is custom-designed with an inviting, open flow and features such as the Westin Heavenly® Bed, oversize spa shower and modular workspace. Element is the smart, renewing haven for extended stay travel.

    Westin Hotels & Resorts is a global collection of more than 160 upscale hotels and resorts. Located in the major business centers and resort destinations of the world, each hotel is distinctive in its architecture and setting, yet consistent in quality and service. Guests of Westin hotels and resorts are able to relax and renew themselves through an innovative array or programs and services, including a SuperFoodsRxTM  menu, in-room gyms, Unwind… A Westin Evening RitualSM and Heavenly Spas by WestinSM.

    St. Regis Hotels & Resorts go beyond expectation to deliver a series of magical moments for connoisseurs of
    refinement and seduction. Spanning metropolitan landmarks and tropical villas, St. Regis hotels and resorts are among the world's most exclusive addresses. For guests conducting business at the highest levels or planning the gala of the year, St. Regis promises bespoke service and enchanting experiences.

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  • How can I find contact information for individual hotels?

    The address, phone and fax numbers are listed at the top of each hotel's web page. If a hotel has direct email access, you will find that address there as well.

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  • Where can I find employment information for Starwood Hotels?

    Visit www.starwoodhotels.jobs  for information on current employment opportunities at Starwood. Or, if you're interested in a particular hotel, contact its human resources department directly for more information.

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  • I am a student doing research. How do I find information about Starwood Hotels?

    Visit the Starwood Corporate website, www.starwoodhotels.com, and click on "Company Information."

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  • How do I obtain financial information for Starwood Hotels?

    Visit the Starwood Corporate website, www.starwoodhotels.com, and click on "Investor Relations" within the "Company Information" area. Here you will find stock quotes, financial releases, public offerings - and you may also make an online request for more information. In addition, you may contact our corporate office for more information at:

    Starwood Hotels & Resorts Worldwide, Inc.
    One StarPoint
    Stamford, CT 06902
    USA
    Tel: 203 964 6000

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  • Can I earn frequent flyer mileage for my stay at a Starwood hotel?

    Yes. As a Starwood Preferred Guest®, you benefit from an exchange rate of 1 Starpoint® to 1 airline mile on most major airline carriers. You may choose to receive credit for your stay in either your frequent flyer account or your Starwood Preferred Guest account. However, you may not receive both Starpoints credit and frequent flyer credit for the same stay.

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  • Can I get airline frequent flyer miles after my stay?

    Yes, if you have a Starpoint-eligible stay and have the Airline Direct Deposit option attached to your Starwood Preferred Guest account.

    To receive airline frequent flyer miles after your stay, make sure you have a Starwood Preferred Guest membership with the Airline Direct Deposit option. You may visit www.spg.com/moremiles to set up your Airline Direct Deposit option on your account if needed. If your stay is eligible for Starpoint credit, it can be posted to your account and then automatically transferred to the airline frequent travel program designated on your Starwood Preferred Guest account. Please refer to missing stay credits for Starwood Preferred Guest accounts to process this request."

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