A LoyaltyLobby reader contacted me this past week regarding a promo for 500 bonus in participating Australia, Fiji & New Caledonia (read more here).
All you needed to do was to show your reservation confirmation using one of the SPG apps during the checking in and you would get 500 bonus Starpoints. This offer was supposed to be valid from May 16 to December 31, 2014.
Here’s the email from the reader:
Hi John thought you may find this interesting.
Took 3 emails to get this worked through with SPG Help. and at the end a consolation 500 points, way less than I could have earned.
Apparently this was a rogue regional promotion they just cancelled it with no notification.
The response is wrong. I had 4 paid stays with 3 more booked before end of Dec. so would have achieved 3500 points. they gave me 500 …but no formal cancel notice?
Here’s the email that the reader sent to the SPG:
This is the 2nd time I am following up on this request so not sure if the information is not getting where it needs to along the way.
I have not yet yet received the Mobile checkin 500 bonus points per the below original email.
Also since this last email, I have had 3 more stays at Starwood properties using this mobile checkin promotion but these bonus’ have not posted either.
Stays on September 11th, September 15th and September 21st.
can you have a look please to see why these are not posting?
Here’s the reply from the SPG:
Our Promotions Team has advised that the promotion you referenced was created by the Regional Marketing Team. They cancelled this offer on July 16, 2014. The bonus was honored for all guests who booked a paid eligible rate between May 16, 2014 and July 16, 2014.
As you did not have any paid eligible stays within the time-frame mentioned above, you will not be receiving bonus Starpoints for showing your mobile app booking at check-in.
As a gesture of goodwill, I have arranged for 500 Starpoints to be credited to your account with our compliments. Please allow up to ten days for the credit to reflect in your account. I hope with these Starpoints, you will give us another opportunity to provide you with the excellent service you can expect from us.
So, you can no longer trust promotional offers that “regional” marketing teams put up on SPG’s website that they can withdraw at any time and leave loyal SPG members without the promised Starpoints?
This is very poor show from the SPG that tries to convey on their marketing to be at the forefront of customer communications.
I would urge the reader to file an official complaint through the NSW’s Fair Trading website (access here) for deceptive marketing.
Years back, I had trouble signing up for SPG/Northwest promotion and did it via the online chat. Once the promo was over and the miles were not posting to my Northwest account, SPG suddenly told that I hadn’t been signed up at all. I had saved the copy of the chat, but forwarding it to the Platinum Concierge did nothing. Only after I sent a certified letter with a return receipt demanding that they fix it, they posted the missing miles. It shouldn’t be this difficult, but sometimes it really is.