I emailed Starwood this complaint for a night that cost 2800 points and $45:
"On August 8th I visited The Westin Detroit Metropolitan Airport. I found the hotel staff to be very friendly and helpful. However I am disappointed with the issue that came up with the phone in the room. Soon after I arrived I tried using the phone, however it was not working. After complaining to the front desk, someone came up to the room attempting to fix the phone. First he tried to change the battery, then the headset, then the whole base; each time leaving the room for a few minutes. In total it took about an hour from when he arrived, until the phone was functional. During that time he was coming and leaving from the room, thereby inhibiting my privacy, and ability to take care of whatever I needed to. While I appreciate his efforts, I expect the phone to be functional, and a shorter time for fixing the problem. Maybe, technicians should carry more parts with them when coming to repair a problem. I hold Starwood in high regard, and hope they will stand behind their great reputation, and reimburse me for my inconvenience.
Awaiting your response,
XXXXX XXXXXX
Their response:
Greetings Mr. Xxxxxx,
Thank you for your comments regarding your recent visit to The Westin Detroit.
One of our core values is to provide each guest with a personal and instinctive experience that meet and exceeds expectations. I too, was disappointed to hear of you less than satisfactory experiences with the telephone and service in your guestroom.
Clearly we were less than compassionate on several levels, and I can assure you that I have followed upon on each. Please accept my sincere apologies for your frustrations.
Mr. Xxxxxx, your business and respect is important to us, and I appreciate your honest feedback. As a goodwill gesture, I have taken the liberty to award your Starwood Preferred Guest account # xxx-xxxx-xxxx with 7,000 points to be used at your convenience. These points will allow you a free night stay at many participation Starwood hotels.
Again, thank you for your comments, they are put to good use here at The Westin Detroit. If you may need any further assistance, please feel free to contact me directly at 734-229-6701.
be inspired,
BECKY
FRANKLIN
Executive Assistant
THE WESTIN DETROIT METROPOLITAN AIRPORT HOTEL
2501 Worldgateway Place, Detroit, MI 48242
T 734.229.6701 F 734.229.6722
YES! 
