FAQs

New Elite Amenities:

Gold Welcome Gifts:

  1. What welcome gift options are available for Gold Preferred Guest® members?
    Gold Preferred Guest members may choose one of the following three options at check-in:
    • Bonus Starpoints®
      • 250 bonus Starpoints at participating St. Regis®, Luxury Collection®, W®, Le Méridien®, Westin® and Sheraton® brand hotels
      • 125 bonus Starpoints at participating AloftSM, ElementSM and Four Points® by Sheraton brand hotels
    • Free in-room Internet access
    • A complimentary beverage
  2. When will the welcome gift options start being offered to Gold Preferred Guest members?
    Beginning March 1, 2012, Gold Preferred Guest members will be offered their choice of welcome gift at check-in.
  3. Do all Gold Preferred Guest members get a welcome gift at every stay?
    All Gold Preferred Guest members staying on an SPG® Eligible Rate or using an SPG Free Night Award (including Cash & Points Awards) will receive a Gold welcome gift. Gold Preferred Guest members who are staying on other types of rates (including rates booked through third parties - Expedia, Orbitz, etc.) will not receive the Gold welcome gift during that stay.
  4. How many welcome gifts can a Gold Preferred Guest member choose at check-in?
    Only one welcome gift can be chosen by a Gold Preferred Guest member per stay.
  5. Can the welcome gift be exchanged for a different amenity?
    The welcome gift may not be exchanged for a different amenity and has no cash value.
  6. Does a Gold Preferred Guest member have any alternative welcome gift options if the hotel already offers free Internet access, Internet access is included within the rate, or Internet access is included as part of the hotel's resort charge?
    If the hotel already offers free Internet, Internet access is included in the rate, or Internet access is included as part of the hotel’s resort charge, a Gold Preferred Guest member must choose from one of the remaining two options: bonus Starpoints or the complimentary beverage.
  7. What can the complimentary beverage welcome option be used for?
    A Gold Preferred Guest member electing the complimentary beverage welcome option will be entitled to receive one beverage at designated outlets up to the price maximum set by the hotel brand.
  8. What does the free Internet welcome option provide to a Gold Preferred Guest member?
    A Gold Preferred Guest member electing the free Internet welcome option receives complimentary Internet access in the guest room — wired or wireless. This welcome gift does not apply to Internet access in the lobby or in meeting rooms.
  9. Will the free Internet welcome option allow free Internet access from multiple devices (e.g., a laptop and a smart phone)?
    Yes. If a Gold Preferred Guest member elects the free Internet welcome option and has multiple devices, in-room Internet access will be available on all of those devices in the room if the Gold Preferred Guest member follows the instructions on the access pages.
  10. How soon will the bonus Starpoints post to an SPG account?
    Starpoints will appear at the same time the stay posts to an SPG account. Note that it may take up to seven business days for Starpoints to post in some locations.
  11. Can a Gold Preferred Guest member change his/her welcome option selection after check-in?
    No. Once the welcome option is chosen at reception, it cannot be changed during a stay.
  12. If bonus Starpoints are chosen as a welcome gift, what should a Gold Preferred Guest member do if they do not post to his or her SPG account?
    If a Gold Preferred Guest member chooses bonus Starpoints as his/her welcome gift, and such bonus Starpoints do not appear with the posted stay, contact the SPG Customer Contact Center.
  13. Can a Gold Preferred Guest member receive a welcome gift on SPG Free Night Awards or just paid Eligible Nights?
    The welcome gift will be provided to Gold Preferred Guest members on SPG Free Night Awards (including Cash & Points Awards) in addition to all SPG Eligible Nights.

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New Elite Amenities:

New Platinum Welcome Gift Option of Complimentary Continental Breakfast:

  1. Is free continental breakfast available as a Platinum welcome gift option at all Starwood hotels and resorts worldwide that participate in the SPG program?
    Yes. However, at Sheraton hotels with Club Lounges, Platinum members will receive complimentary breakfast in the lounge as part of their regular Platinum benefit. In those instances, Platinum members can choose from either the bonus Starpoints or the local amenity as their Welcome gift.
  2. When will Platinum Preferred Guest members receive the option of selecting the new breakfast welcome gift?
    Beginning March 1, 2012, the new breakfast welcome gift will be offered as an option to Platinum Preferred Guest members.
  3. What is included as part of the continental breakfast welcome gift option?
    The free continental breakfast will vary by hotel but will typically include cereals, breads/pastries, yogurt, juice, coffee and tea. If the hotel is offering this benefit in an à la carte restaurant, it will be whatever the continental breakfast option on the menu contains. Some hotels and resorts will choose to offer complimentary full breakfast as opposed to continental breakfast. At check-in, front desk associates will be able to fully describe what is included in their hotel’s continental breakfast welcome gift option, so you can make an informed decision.
  4. Will individuals who are traveling with a Platinum Preferred Guest member be entitled to receive the complimentary continental breakfast?
    If the complimentary breakfast welcome gift option is selected by a Platinum Preferred Guest member, both the Platinum Preferred Guest member and one other adult or child who is staying in the same room with the member will receive the complimentary continental breakfast. This welcome gift does not extend to colleagues, family or friends staying in other rooms.
  5. Can a Platinum Preferred Guest member elect to receive a full breakfast at a reduced cost, instead of the complimentary continental breakfast?
    At hotels where a full breakfast and continental breakfast exist, a Platinum Preferred Guest member who elects the complimentary continental breakfast as his/her welcome gift might be able to upgrade to full breakfast for the price difference between the full and continental options at the hotel's discretion.
  6. Does a Platinum Preferred Guest member have any alternative welcome gift options if the hotel has a lounge that offers complimentary continental breakfast?
    At Sheraton hotels with Club Lounges, a Platinum Preferred Guest member must choose from one of the remaining two options: bonus Starpoints or a local amenity.
  7. Is continental breakfast available for the entire length of a Platinum Preferred Guest member’s stay?
    Yes. When the continental breakfast welcome gift is selected, this benefit is for the entire length of stay.

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SPG Nights Benefits:

Suite Night Awards:

  1. What is an SPG Suite Night Award?
    It is a one-night confirmable upgrade to a standard suite or select premium room, depending on the hotel’s room designation and availability. Please note that hotels without Standard Suites or upgraded room types will not be available for Suite Night Awards, nor are Suite Night Awards available at vacation ownership or residential properties. Specialty Suites, including but not limited to presidential, honeymoon or multiple bedroom suites, may not be eligible for Suite Night Awards.
  2. Is the existing upgrade at check-in benefit policy for all Platinum's going away or changing due to the launch of Suite Night Awards?
    There are no plans to change the current Platinum upgrade at check-in policy. The launch of Suite Night Awards for SPG members with 50 or more nights annually, are in addition to all existing Platinum benefits.
  3. What types of reservations are eligible?
    Members can request a Suite Night Award upgrade when they are staying on any SPG Eligible Rate or utilizing an SPG Free Night Award (including Cash & Points). Reservations booked through third parties (Expedia, Orbitz, etc.) or at Starpoints-ineligible rates are not eligible for Suite Night Award upgrades.
  4. How does a member earn Suite Night Awards?
    Members who stay 50 eligible nights in a calendar year receive 10 Suite Night Awards. Suite Night Awards may sometimes be offered as a reward in certain promotions.
  5. Do Suite Night Awards expire?
    Yes, members should check their Suite Night Awards activity page to confirm expiration dates. You will have at least a year to use your Suite Night Awards.
  6. If a member completed 50 or more Eligible Nights in 2011, will they earn 10 Suite Night Awards?
    Yes. SPG members who completed 50 or more eligible nights in 2011 will receive 10 Suite Night Awards in their account on March 1, 2012. Those Suite Night Awards will expire on December 31, 2013. If a SPG member has 50 or more Eligible Nights during calendar year 2012, they will earn 10 Suite Night Awards that will also expire on December 31, 2013.
  7. How close to my arrival date can I make a Suite Night Award upgrade request?
    Members may request an upgrade using a Suite Night Award until 2:00 p.m. local hotel time the day before arrival.
  8. When will I find out if my Suite Night Award upgrade request is confirmed?
    Beginning five days before your scheduled arrival, SPG will check to see if a Suite Night Award upgrade is available. If an upgrade is available, you will receive a confirmation email at the email address on your SPG profile as soon as possible.
  9. What if a Suite Night Award upgrade isn’t available?
    If a Suite Night Award upgrade is not available five days before you arrive, SPG will email you an update and keep checking availability. If your request can’t be confirmed by 2 p.m. local hotel time the day before you arrive, SPG will notify you via email and credit the Suite Night Award(s) back to your account.
  10. If a Suite Night Award upgrade is not confirmed prior to my arrival, is my Suite Night Award returned to my account?
    Yes. If your Suite Night Award upgrade is not confirmed by 2 p.m. local hotel time the day before you arrive, SPG will notify you via email and return the Suite Night Award(s) to your account.
  11. Can I cancel a Suite Night Award upgrade request?
    Yes. You can cancel a Suite Night Award upgrade request until 2 p.m. local hotel time the day before you arrive, as long as the Suite Night Award upgrade has not already been confirmed.
  12. Can I cancel a Suite Night Award upgrade after it has been confirmed?
    Yes. You may cancel a confirmed Suite Night Award up until 3 p.m. local hotel time the day before you arrive only if you cancel your entire reservation. Once your Suite Night Award(s) have been confirmed, you must cancel the entire reservation to have all the Suite Night Award(s) returned to your account.

    After 3 p.m. local hotel time the day before you arrive, a reservation cancellation will result in the forfeiture of all Suite Night Awards applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.
  13. What happens if I cancel my reservation after my Suite Night Award upgrade has been confirmed?
    If you cancel your entire reservation prior to 3 p.m. local hotel time the day before you arrive, Starwood will credit your Suite Night Award(s) back to your account. After 3 p.m. local hotel time the day before you arrive, a reservation cancellation will result in the forfeiture of all Suite Night Award(s) applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.
  14. Can I request a Suite Night Award upgrade to any room in the hotel?
    Rooms that are eligible for a Suite Night Award upgrade vary by property. In general, a Standard Suite or select premium room as designated by the hotel and shown when you request an upgrade is eligible depending on availability. Specialty suites, such as presidential, honeymoon or multiple bedroom suites, may not be eligible for Suite Night Awards. Suite Night Awards may not be redeemed at vacation ownership or residential properties.
  15. What if my stay is longer than the number of Suite Night Awards I’ve earned?
    The number of Suite Night Awards must match the length of your entire stay. So, if your stay is five nights long and you only have three Suite Night Awards, you can’t request a Suite Night Award upgrade for any nights during your stay.
  16. What if I book a promotional rate that includes a free night?
    If you book a "Buy 2 Nights, Get 1 Free" offer, for example, you would redeem three Suite Night Awards for your entire stay. The same would be the case with SPG Free Night Awards. If you redeem five nights, and get the fifth night free, you’ll need to redeem five Suite Night Awards. The number of Suite Night Awards must match the length of your entire stay even if some night(s) of your stay are free.
  17. Can I buy Suite Night Awards?
    No. SPG members cannot buy Suite Night Awards.
  18. Can I give Suite Night Awards as a gift or transfer them to someone else?
    Your Suite Night Awards are for your use only. You may not sell, gift or transfer them. However, if you’re traveling with family and require two rooms, you may request a Suite Night Award upgrade for both rooms as long as you have enough Suite Night Awards to cover all nights for each room. Please note that both rooms must be confirmed under the name of the recipient of the Suite Night Award, and the recipient must stay in one of the rooms.
  19. Can I request a Suite Night Award upgrade for more than one room at a time?
    Yes, if the additional rooms are part of your reservation, you can request an upgrade as long as you have enough Suite Night Awards to cover the entire length of your stay for each room. One Suite Night Award is required per room, per night.
  20. Can I request a Suite Night Award upgrade for more than one room at a time online?
    At this time, you cannot request a Suite Night Award upgrade for multiple-room reservations online. However, you can do so by calling SPG customer support.
  21. What is the complete Suite Night Award cancellation policy for both Suite Night Award requests and Suite Night Awards that have been confirmed?
    Suite Night Award(s) upgrade requests may be canceled until 2 p.m. local hotel time the day before you arrive, as long as the Suite Night Award(s) have not already been confirmed for use on a reservation. Once your Suite Night Award(s) have been confirmed, you must cancel the entire reservation no later than 3 p.m. local hotel time the day before arrival to have all of the Suite Night Award(s) returned to your account. If you cancel a reservation and Suite Night Award confirmation after 3 p.m. local hotel time the day before you arrive, a cancellation will result in the forfeiture of all Suite Night Awards applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.

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SPG Nights Benefits:

Your24 and 4 Starpoints per dollar:

  1. What is Your24™?
    SPG Members who qualify for Your24 can request up to 48 hours prior to arrival any check-in time they like for an upcoming stay. If the request is confirmed, their check-out time will then be at that same time on their departure date. SPG Members checking in between 9 a.m. and 4 pm are still eligible for late checkout. Requests are subject to availability; however, the SPG Member will be informed in advance of check-in whether the hotel can accommodate the request.
  2. Who qualifies for Your24?
    SPG Platinum Members who reach 75 Eligible Nights with SPG during a calendar year will qualify for the Your24 benefit through the following subsequent calendar year. As soon as an SPG Platinum Member qualifies, he/she can begin making requests.
  3. If a member completed 75 or more Eligible Nights in 2011, when can they start requesting the Your24 benefit?
    Members who completed 75 or more Eligible Nights in 2011 can start requesting Your24 benefits on March 1, 2012. Members who reach 75 Eligible Nights in 2012 can start requesting Your24 anytime from March 1, 2012.
  4. Once I qualify for Your24, how can I request a specific arrival time for an upcoming stay?
    You may contact any of our Customer Contact Centers to make a request as long as it is no later than 3:00 pm (local hotel time) two or more days in advance of arrival.
  5. How will I be notified that my check-in time request has been approved?
    You will receive an email confirmation if your check-in time has been approved, so please be sure the email address on your account is updated.
  6. How often may I use this benefit?
    Once you qualify for this benefit, there is no limit to the number of requests. You may request its use on every reservation for the period of time in which you qualify for Your24 benefits.
  7. For how many rooms may I use this benefit?
    Your24 may only be used for one room, per stay regardless of how many other rooms are booked under the SPG Platinum Member's name for the same stay.
  8. Can I request an early check-in and a 4 p.m. late checkout?
    If you are requesting an arrival time between 9 a.m. and 4 p.m., you will be eligible to request a 4 p.m. late checkout, subject to availability at resort and conference hotels.
  9. Will my room type be guaranteed if my check-in time has been approved?
    While we will do our best to accommodate the original room type booked, we cannot guarantee your specific room will be available at early check-in with Your24. In the event the booked room type it is not available for early check-in, we will still honor your early check-in request and provide you with a room and move you to your original room type when it becomes available.
  10. Does every Starwood Hotel participate in Your24?
    Most SPG Participating Hotels will participate in Your24, however some properties such as vacation ownership properties, do not participate. Please reach out to the Customer Contact Center to confirm whether your destination participates.
  11. If a member completed 75 or more Eligible Nights in 2011, when will they start earning 4 Starpoints per dollar?
    SPG members who completed 75 or more Eligible Nights in 2011 will start earning 4 Starpoints per dollar on March 1, 2012 and will continue to earn 4 Starpoints at least until February 28, 2013.

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Lifetime:

  1. What are the requirements to become SPG Lifetime™ Gold?
    To earn SPG Lifetime Gold status, an SPG member must have a minimum of five years of elite status during his/her SPG tenure AND 250 eligible nights since joining the program.
  2. What are the requirements to become SPG Lifetime™ Platinum?
    To earn SPG Lifetime Platinum status, an SPG member must have a minimum of 10 years of Platinum status during his/her SPG tenure AND 500 eligible nights since joining the program.
  3. What does SPG Lifetime status mean?
    SPG Lifetime status means that as long as you are an active SPG member in good standing, you will receive the benefits of the designated SPG elite tier without having to achieve the minimum number of SPG eligible nights or eligible stay requirements every subsequent year. SPG benefits and amenities may change from year to year.
  4. When will the SPG Lifetime designations go into effect?
    SPG members are eligible to receive an SPG Lifetime designation starting March 1, 2012.
  5. When does SPG Lifetime designation expire?
    An SPG Lifetime designation may expire or be canceled if an SPG member violates the terms and conditions of the SPG program or for any other reason at the discretion of Starwood. In the event an SPG Lifetime membership account fails to remain active pursuant to the terms and conditions of the SPG program, Starpoints may be forfeited.
  6. If I’m an SPG Lifetime member, does that mean my Starpoints will never expire?
    Even as an SPG Lifetime member, Starpoints must be earned or redeemed at least once every 12 months. If this is not done, the SPG Lifetime member account will become inactive and the Starpoints will automatically be forfeited. You may contact SPG to reactivate your SPG program membership at the level of your SPG Lifetime designation; however, the forfeited Starpoints will not be returned.
  7. I am currently a Platinum Preferred Guest member, but designated SPG Lifetime Gold. What benefits do I receive?
    You will receive the Platinum Preferred Guest member benefits.
  8. Can an SPG member have both SPG Lifetime Gold and SPG Lifetime Platinum designations?
    No. Once the SPG member achieves SPG Lifetime Platinum status, this is the only SPG Lifetime designation that the SPG member will maintain.
  9. Will my SPG Membership Card mention that I have a SPG Lifetime status?
    Yes. Your SPG Membership Card will state SPG Lifetime Gold or SPG Lifetime Platinum if you have achieved this designation.
  10. Do I get any additional benefits for being an SPG Lifetime Gold or SPG Lifetime Platinum member?
    As an SPG Lifetime member, you will receive the same benefits and amenities that are provided to SPG members of that specific elite tier at that particular time. On occasion, Starwood may provide special offers or recognition gifts to SPG Lifetime members at its sole discretion. SPG member benefits and amenities may change from time to time.
  11. If I’m an SPG Lifetime Platinum Preferred Guest member, will I automatically receive all the benefits that come with meeting certain SPG eligible night thresholds (e.g., Suite Night Awards, four Starpoints per eligible U.S. dollar)?
    SPG Lifetime Platinum members will receive the basic Platinum-level benefits. Currently, those benefits include the option to earn additional awards by staying a particular number of eligible nights; therefore, you must meet the same eligible-night requirements to obtain those benefits.
  12. Does elite status achieved through spend on a Starwood Preferred Guest Credit Card from American Express count towards earning SPG Lifetime Gold status?
    Yes. Achieving 1 year of elite status through spend on a Starwood Preferred Guest Credit Card from American Express counts as 1 year of elite status towards obtaining SPG Lifetime Gold status.

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