frequently asked questions
You've got questions. We've got answers.
1. Top five questions are
2. What to know about rates and reservations
3. Take advantage of our Best Rate Guarantee.
- What is the Best Rate Guarantee?
- Does the Best Rate Guarantee only apply to certain rates?
- How do I submit a claim?
- What is acceptable evidence of a lower rate?
- Do I need to make a reservation in order to submit a claim?
- Should I choose to receive Starpoints® for my claim reward, when will I receive them?
- Can I receive Starpoints for a stay based on a claim like I would on a non-claim stay?
- 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?
- What happens with Best Rate Guarantee claims in the event of a technical issue?
- What if I don’t hear back from the Customer Service center after submitting my claim?
4. Assistance with our site
- What if I click on Property Names, Help or Sign In and nothing happens?
- What if I forget my username or password?
- How do I get my account information ?
- How do I update my account information?
- I’m not able to make or find my reservation online?
- Why can't I find the reservation I made online?
- How do I modify a reservation I made online?
- What’s the best browser for viewing this site?
- What are cookies? Can I get rid of them?
5. Corporate Information
- What is Starwood Hotels & Resorts?
- What hotels are in the Starwood family?
- How do I find contact information for individual hotels?
- Say I’d like to work for Starwood Hotels, how do I check out the jobs?
- How would a student researching Starwood Hotels find information?
- Where’s the financial information about Starwood Hotels?
- How do I earn airline miles for a stay?
1. Top five questions are
Can I reserve online ?
Sure. Find a hotel or your destination in the "Stop & Stay" area. It’ll ask your dates of travel and
where you’re going. Then you’ll get your choice of room types and rates. It’s simple and fast making
How do I become a Starwood Preferred Guest ?
Go to the Starwood Preferred Guest Web site and join the frequent guest program that gives you access to exclusive benefits and flexible reward options for magnificent vacation getaways and a lifetime of memories. All of this is yours with no blackout dates* on Free Night Awards. So if we have a standard room on the night of your choice, it’s yours.
Are online reservations secure?
* No blackouts applies to standard rooms only. Starpoints required for a free night range from 2,000 Starpoints for a weekend night in a standard room at a Category 1 hotel to 35,000 Starpoints for any night in a standard room at many Category 7 hotels. Category 7 properties that are all suites or villas require a higher Starpoint redemption.
2. What to know about rates and reservations
How do I reserve online ?
Find your hotel in the “Stop & Stay” section. Tell us your travel dates, pick your room type and rate. And
you’re in. You’ve got your reservation.
Is being a Registered Online Customer a good thing ?
Of course! A Registered Online Customer can reserve rooms, track reservations and access his/her account from any Starwood Web site - without having to re-enter your information. It's fast, easy and smart.
If I change my mind, will my new reservation get the same rate ?
You can change personal and credit card information - no problem. But if you change your dates or room features your rate may change. And if you do change this info, cancel your original reservation before you make a new one. What's available on your rebooked date will affect your rate.
What about charging me for a reserved room I didn't use ?
Rooms are guaranteed with your credit card. To avoid being charged, you must follow the cancellation policy outlined by your hotel.
What's a guaranteed reservation ?
It's a guarantee your reserved room will be available until check-out time the day after your scheduled arrival. If you don't check-in, the hotel will charge your credit card according to the rules of the rate you reserved. But understand, because hotels experience no-shows, they sometimes overbook. If this happens to you and your reserved room is not available, we'll attempt to secure a room for you at a comparable hotel area for the night(s) in question. You won't be charged for that room, and we'll pay for transportation to that hotel and a telephone call.
3. Take advantage of our 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 20% 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®.
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.
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.
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.
Do I need to make a reservation in order to submit a claim?
No. A reservation is not required
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.
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.
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.
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.
4. Assistance with our site
What if I click on Property Names, Help or Sign In and nothing happens?
Check your browser options and turn off your pop-up blocker
What if I forget my username or password?
For your username, call 1-888-625-5144 for assistance in the U.S. or Canada.
How do I get my account information ?
Go to the “Sign In” link at the top of the site. Once you’re signed in, click "Account Activity" in the global navigation bar to access your account information.
How do I update my account information?
You need to sign in using the “Sign In” link at the top of the site then click "Your Profile."
I’m not able to make or find my reservation online?
It’s probably the 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.
Why can't I find the reservation I made online?
If you made your booking with the hotel directly, or through a central reservations office, you won’t be able to look it up online.
If the hotel made a change to the reservation in their system, our system will be unable to find the booking. To find your reservations, contact the hotel directly, or the Worldwide Reservations Office nearest you.
What’s the best browser for viewing this site?
The most recent edition of any browser is best for viewing our Web sites. However, at a minimum, we recommend using Internet Explorer 6 or higher for most operating systems - Windows XP, Windows 2000 and Windows Vista. For MAC users, we recommend using Safari 2.0.4 or higher, or Firefox 2.0 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.
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 Web site. Cookies are useful on Starwood Web sites 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 reserving a room.
To delete cookies, check your browser for details. Keep in mind deleting a cookie effectively deletes any personalization you previously enjoyed on a site.
5. 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 1200 hotels in over 100 countries. Starwood owns some of the finest hotel and resorts around the globe, including Sheraton® Hotels & Resorts, Four Points® by Sheraton® Hotels, W Hotels®, aloftSM, The Luxury Collection®, Le Meridien®, ELEMENTSM, Westin Hotels & Resorts®, and St. Regis® Hotels & Resorts.
What hotels are in the Starwood family?
A short description and full list of our brands follow.
Sheraton Hotels & Resortsis the largest of the Starwood brands, with more than 400 hotels and resorts in over 75 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.
Four Points by Sheraton Hotelsis the full-service hotel brand that delivers the amenities you're looking for - for business and leisure travel alike. There are nearly 142 Four Points in 24 countries, situated in airports, commercial centers in metropolitan areas, smaller cities and vacation destinations. Every Four Points has a fitness room, top-notch room service and nearly all have swimming pools for guests to cool off and relax in after a busy day. There are also meeting rooms, which are ideal for small to midsize meetings, with full catering and business services. All this for surprisingly less than you'd expect.
W Hotelsoffers the personality and chic style of a boutique hotel, while providing the reliability and comprehensive services business travelers expect. All W Hotels have a modern, sophisticated residential design, with an emphasis on elegance and the utmost in comfort. While sharing a common aesthetic and commitment to superlative service, each W Hotel has its own distinct personality reflecting the flavor of its particular city and neighborhood.
Bold and bright, fresh and fun, aloft Hotels 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 free Wi-Fi throughout the hotel, lounge around or play pool in re;mix, or chit-chat over cocktails in w xyz bar, they are in for an electric, eclectic, always abuzz experience.
The Luxury Collectionis 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 Meridienoffers a unique European experience with a French flair at more than 120 luxury and upscale hotels in over 50 countries worldwide. The majority of our hotels and resorts are located in the world's top destinations throughout Europe, the Americas, Asia Pacific, the Middle East and Africa.
ELEMENT is a renewing haven for the road-weary traveler. It transforms the extended stay experience by providing guests with a space to live their lives as they wish, at their own pace. Inspired by Westin, ELEMENT promotes balance through a thoughtful, upscale environment. Each room is custom-designed with an inviting, open flow and features such as the Westin Heavenly Bed®, oversize spa shower and modular work-space. Decidedly modern with an emphasis on nature, ELEMENT is intuitively constructed with an efficient use of space that encourages guests to stay connected, feel alive and thrive while they are away. ELEMENT is the smart, renewing haven for extended stay travel.
Westin Hotels & Resorts is a global collection of over 180 upscale hotels, including 30 of the world's finest 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. The service extended by Westin's 45,000 dedicated associates - from the Westin Kids' Club® for infants through 12 years, to Westin One Call, a single dedicated number that "delegates" meeting planning to a Westin sales manager - has led Westin to be recognized repeatedly by leading U.S. Hospitality Indicators.
St. Regis Hotels & Resorts is for the traveler who wants the very best. The last word in opulence, St. Regis' 13 unique properties are situated in the most exclusive parts of some of the world's finest cities. Whether you're conducting business at the highest levels or planning an elegant banquet, you can look to St. Regis for service that anticipates your needs and exceeds your expectations.
How do I find contact information for individual hotels?
The address, phone and fax numbers are listed at the top of each Hotel Overview page. If a hotel has direct e-mail access, you will find that address there as well.
Where’s the financial information about Starwood Hotels?
Go to www.starwoodhotels.com, and click on "Investor Relations" within the "Company Information" area. You’ll find stock quotes, financial releases, public offerings - and you can request more information. You may contact our corporate office for more information at:
Starwood Hotels & Resorts Worldwide, Inc.
Stamford, CT 06902
Tel: 203 964 6000
How do I earn airline miles for a stay?
Starwood Preferred Guest® Members can earn miles with their frequent flyer program by visiting spg.com/moremiles or by calling 888-627-7143 (in the U.S. and Canada) or 353-21-4539579 (International toll line) and enrolling in the Airline Direct Deposit Program. After switching from points to miles, you will automatically earn miles during your stay at the same rate you would have earned Starpoints®.
When Starpoints are transferred to a frequent flyer account, both accounts must be in the same name otherwise the airline will reject the transfer. This is for the member's protection so that no unauthorized transfers may occur. Once Starpoints transfer to an airline, they may not be returned to the Starwood Preferred Guest account.
6. Build your own
Does Starwood assist in real estate marketing and planning?
For developers looking for opportunities we’d like to talk. We offer the finest intelligence including: facilitation in finding sites, the right markets and the right RevPAR levels.
Selecting the best site is a sophisticated process. It involves numerous and complex considerations. The aloft development team and site assessment specialists step in to help at the very beginning of every project.
Let’s talk. You can contact us here.