Frequently Asked Questions

Who is eligible to receive complimentary in-room Internet access?

An active SPG Member who books an Eligible Rate for a Stay at an SPG Participating Hotel through a Starwood Website or an SPG App directly or through a travel professional will receive complimentary in-room Internet access during his/her Stay at the SPG Participating Hotel. 

When will the complimentary in-room Internet access start being provided to SPG Members?

Beginning February 2, 2015, an SPG Member who has a Stay at an SPG Participating Hotel on an Eligible Rate that was booked through a Starwood Website or an SPG App will receive complimentary in-room Internet access during his/her Stay.

What booking channels must I use to receive complimentary in-room Internet access?

Complimentary in-room Internet access is only available for Stays booked by SPG Members at SPG Participating Hotels through Starwood Websites (currently starwoodhotels.com, spg.com, stregis.com, theluxurycollection.com, whotels.com, lemeridien.com, fourpoints.com, aloft.com, element.com, sheraton.com, and westin.com) and SPG Apps (both iPhone and Android versions).

Am I eligible to receive complimentary in-room Internet access if I make a reservation through a channel other than Starwood Websites and SPG Apps such as by calling a SPG Participating Hotel directly, by calling the SPG Customer Contact Center, by booking through an online booking tool or through a StarGroups website?

No. Complimentary in-room Internet access is only available for reservations made by SPG Members at Eligible Rates through Starwood Websites and SPG Apps.

What type of complimentary in-room Internet access am I entitled to as a SPG Preferred Member?

An SPG Preferred Member who books a Stay through a Starwood Website or an SPG App will receive complimentary standard in-room Internet access during the Stay.

What's the difference between standard and premium Internet access?

Standard Internet access is sufficient for web browsing and emailing. Premium Internet access allows for streaming content and downloading large files.

Do all SPG Participating Hotels have differentiated standard and premium Internet access?

No.

Can a SPG Preferred Member that has received complimentary standard in-room Internet access upgrade to premium access at an SPG Participating Hotel?

If the SPG Participating Hotel has multiple levels of Internet access, an upgrade may be purchased for an incremental charge. Please ask a front desk associate for availability and cost at check-in.

As an SPG Gold elite member, what benefit do I receive when I make a reservation at an Eligible Rate through the Starwood Websites and SPG Apps?

All SPG Gold members who make a reservation at an Eligible Rate through the Starwood Websites and SPG Apps will receive complimentary premium in-room Internet access in addition to choosing a Welcome Gift during his/her Stay at the SPG Participating Hotel.

Will an SPG Gold elite member qualify for complimentary in-room Internet for a reservation that is not made through the Starwood Websites and SPG Apps?

No. Complimentary in-room Internet access is only available for reservations made by SPG Members at Eligible Rates through Starwood Websites and SPG Apps. However, a SPG Gold elite member that books an Eligible Rate may select complimentary premium in-room Internet access as a Welcome Gift option during his/her Stay at the SPG Participating Hotel.

Does the complimentary in-room Internet access provided to SPG Members that make reservations through Starwood Websites and SPG Apps cover Internet access outside of my guest room?

No. The in-room Internet access being provided as a benefit to SPG Members does not include Internet access outside of the guest room (e.g., in meeting spaces). Please note that complimentary standard Internet in lobbies is already provided by all SPG Participating Hotels to all guests.

As an SPG Platinum elite member, what benefit do I receive when I make a reservation at an SPG Participating Hotel through the Starwood Websites and SPG Apps?

Since an SPG Platinum elite member already receives the highest speed of Internet available at an SPG Participating Hotel for Stays on Eligible Rates, he/she will not receive any additional benefits for booking through Starwood Websites and SPG Apps.

As an SPG Member, what benefit do I receive when I make a reservation at an SPG Participating Hotel that already offers complimentary Internet access?

No incremental benefit will be provided at SPG Participating Hotels that offer complimentary in-room Internet access to all guests.

If I am an SPG Member and made a reservation through a Starwood Website or an SPG App at a SPG Participating Hotel that has a resort charge that includes Internet access, do I still need to pay the resort charge and am I entitled to a separate benefit for my reservation?

An SPG Member will need to pay resort charges at SPG Participating Hotels even if he/she has made a reservation through a Starwood Website or an SPG App and will be entitled to a replacement benefit for the Internet portion of the resort fee, to be determined at the SPG Participating Hotel’s discretion.

Am I eligible to receive complimentary in-room Internet access if I make a reservation through a travel agent or my assistant?  

If you are an SPG Member, your travel agent or assistant is a member of SPG Pro, and such individual books an Eligible Rate at an SPG Participating Hotel through spg.com, you will receive complimentary in-room Internet access during your Stay at the SPG Participating.

If I become an SPG Member during a Stay at an SPG Participating Hotel, can I get complimentary in-room Internet access?

No. An SPG Member will only qualify for complimentary in-room Internet access during a Stay at an SPG Participating Hotel if his/her SPG Member account number is included in the reservation at least 24 hours prior to check-in for the Stay.

If an SPG Member books multiple rooms at Eligible Rates, will all rooms be eligible for complimentary in-room Internet?

No, only the room the SPG Member is staying in and paying for at an Eligible Rate at an SPG Participating Hotel will be eligible for complimentary in-room Internet access.