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frequently asked questions

Do you have a question about element hotels or our Web site? We may already have your answer posted. Simply click a question below.

Planning a Meeting or Event

Top Five Questions

  • How do I book a stay longer than 30 days?

    At this time, we’re unable to accept online reservations for stays that are 30 days or longer. We would be happy to assist you in booking longer stays if you call 1-877-element or dial the hotel directly.

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

     

    To create a username and password as part of the enrollment process, click Starwood Preferred Guest in the top area of any Starwood brand page. If you are already a member of Starwood Preferred Guest®, but do not yet have an online username and password, click Activate online account.

     

    To change your username and password, click My Account in the global navigation bar on any Starwood brand page. Then click the “My Preferences” link under “My Profile.” Here, you will find links to change your username and 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-element to change your reservation by 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 awards program, offers the freedom to redeem your awards when you want – at over 1,180 Starwood hotels and resorts in more than 100 countries. You will earn Starpoints® each time you stay with element no matter how long the stay. That’s two Starpoints for every eligible dollar spent for Preferred Guests and three Starpoints per eligible dollar spent for Gold and Platinum Preferred Guests. (Please note that complimentary upgrades are not honored at element.) Enrollment is free, visit the Starwood Preferred Guest Web site and join today.

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  • Will my online reservation be secure?

    Yes. Starwood respects your privacy and maintains your profile information on a secure server. It can be accessed, maintained and used by you and only you. Starwood does 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 amenities can I expect from element in the whole living area?

     

    restore, the gourmet pantry, is one of element’s most convenient amenities. Whether grabbing a quick snack or exploring a range of gourmet ingredients to make your own meal in your guest room, the restore pantry offers healthy options and unique delights for every taste.

     

    Other amenities include:

    • motion, our fitness center, features state-of-the-art Life Fitness cardio and strength training equipment.
    • Indoor pool
    • patio, our outdoor space, features a fire pit and weekly complimentary BBQ.
    • resource, our technology center, offers complimentary wired and wireless Internet access, two computers and a fax/printer/copier.

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  • What amenities can I expect from element in the guest rooms?

     

    The guest room kitchen has full-size, energy-efficient appliances – refrigerator, cooktop, microwave and dishwasher. And it is fully-stocked with all the essentials – pots, pans, knives, utensils, dishes, cutlery and glasses – you need to whip up a snack or prepare a gourmet meal.

     

    The cleverly designed workspace includes open shelving, an ergonomically designed task chair, ambient lighting and an oversized work area. Power and data connections accessible from the desktop make it easy to plug in a laptop or other electronic devices.

     

    Other amenities include:

    • 32” LCD TV that swivels 359 degrees for visibility throughout the room
    • DVD player
    • Extensive television channel lineup that includes on-demand programming
    • Plug & play docking station that lets you utilize the speakers and screen of the TV to enjoy any content you brought along with you
    • Signature Westin Heavenly® Bed

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  • What business services does element offer?

    resource, our easy-to-use technology center, has all the necessary equipment – photocopier, fax/copier/printer and two computers. It also offers complimentary wired and wireless Internet service.

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  • What is the Heavenly® Bed?

    Inspired by Westin® Hotels & Resorts, element offers many of the features that make Westin such a renewing place to stay – including the Heavenly® Bed. The sumptuous Heavenly Bed consists of a custom designed pillow-top mattress set, a cozy down blanket, three crisp sheets a comforter, duvet and five of the best pillows in the business.

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  • How can I purchase a Heavenly Bed?

    You can enjoy the comfort and beauty of the Heavenly® Bed your own home. Order the complete all-white Heavenly Bed ensemble – just like the bed you experience at element. Or, make your current bed even more comfortable with the addition of Westin’s goose down and feather pillows and crisp white sheets. To obtain a complete price list or to place your order for the Heavenly Bed, and other Westin products, please call 877-777-5418 or visit www.westin-hotelsathome.com.

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  • Can I bring my pet to an element hotel?

     

    Absolutely. Our Love That Dog program ensures that your dog is just as welcome and comfortable as you are at element. Your room will be stocked with the following pet essentials when you arrive: element hotel dog bed, food and water bowls with floor mat, two waste bags, and one pair of latex gloves.

     

    Please note: There is a weight limit of 40 lbs for dogs who visit element. Also, please be advised that if excessive damage to the guest room is caused by the dog and repairs or deep cleaning is required, the guest will be liable for those costs. If damage is discovered after the guest departs, the credit card on the guest record will be billed for these additional costs. A waiver must be signed at the time of check-in before the dog is allowed in any guest room or public area (the dog is not permitted in the lobby during breakfast or evening reception hours) and may not be left unattended in the guest room at any time during the guest’s stay.

     

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  • How can I make special requests regarding my stay?

    Special requests can be made when booking your reservation online by entering your requests in the Special Requests box under Optional Information, or by calling the hotel directly. For instance, if you anticipate needing a wake-up call, room service upon arrival, or if you would like flowers waiting for you in your room, we would like to know. Not every request can be met, but we will do our very best to accommodate you.

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Rates & Reservations

  • How do I reserve a room online?

    It’s quick and easy. First, select an element hotel from the “book” area found throughout the Web site. You will be prompted to enter your dates of travel after which you will see a list of room types and rates to choose from. Your reservation can be completed in a few simple steps.

     

    Please note: At this time, we’re unable to accept online reservations for stays that are 30 days or longer. However, we can book those stays if you call 1-877-element or dial the hotel directly.

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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 must cancel your previous reservation, then make a new reservation that meets your new criteria. Therefore, the original room rate you were quoted is not guaranteed since the new room 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, click My Account  in the global navigation bar on any Starwood brand page. Once you have signed in to your online account, 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-element in the U.S. and Canada. All other countries, see the 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 & Addt’l Charges” for full details.

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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?

    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 a particular 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 a particular 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-element in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations Office

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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-element in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations Office.

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

    Visit Worldwide Reservations Offices 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 Overview page. If a hotel has direct email access, you will find that address there as well.

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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 on the left side of each Local Area page.

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Planning a Meeting or Event

  • How do I plan a meeting at element hotels?

    For information about planning a meeting, contact our Global Sales Offices. You can also fill out a Request for Proposal online. A representative from our Sales Offices will respond within 48 hours.

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How to Contact Us

  • How do I contact Starwood with questions or comments?

    There are several ways for you to get the information you need online and give us your feedback.

     

    • For assistance with reservations or help using our Web site, call 1-877-element in the U.S. or Canada. All other countries, see Worldwide Reservations Offices 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 1-877-element 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 Web site.

     

    You can also visit our Contact Us area at any time for contact details.

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  • How do I contact the Corporate Offices for Starwood?

    The address and telephone number for our headquarters is:

    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 Contact Us area of this Web site and email us about your experiences at our hotel. (While you’re there, don’t forget to take our online survey.) Or, within the U.S. and Canada, you can call Corporate Services at 800-328-6242. Outside the U.S., please call the Worldwide Reservations Office nearest you. Make sure to specify which hotel you stayed at when you get in touch with us.

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  • How can I contact a guest 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. In that case, you may contact the hotel directly to reach the guest.

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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

  • What do I do if I forget my username or password?

    If you have forgotten your username or password, click Retrieve Password in the Sign In area throughout all Starwood sites. You will be asked to provide some identifying details, then we will send you your account information.

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  • How do I access my account information?

    To access your account information, you first need to sign in on any Starwood brand page. Next, click My Account in the global navigation bar to access your account information.

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  • How do I update my account information?

    To update your account information, you first need to sign in on any Starwood brand page. Next, click My Account in the global navigation bar, then 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 of all, 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. Secondly, 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’s the best way to modify a reservation I made online?

    You can modify your reservation online, or call 1-877-element to make your change over the phone. Changes are subject to restrictions depending on the details of your original reservation.

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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 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.

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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 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 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 1,180 hotels in over 100 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, The Luxury Collection®, Le Méridien®, elementSM, 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 is 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 & 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 Hotels offers 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 complimentary Wi-Fi throughout the hotel, lounge around or play pool in our re;mix lobby, or chit-chat 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 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 hotels transforms 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 guest room is custom-designed with an inviting, open flow and features such as the Westin Heavenly® Bed, oversize spa shower and modular work-space. 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' 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.

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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 Overview 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 are interested in a particular hotel, please 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 Web site, 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 Web site, 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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  • 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.

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