STARnet Global Leisure Net Rates for Approved Sellers of Packaged Travel

FREQUENTLY ASKED QUESTIONS

  1. What is Starwood Hotels and Resorts?
  2. What is the difference between Starwood’s Hotels and Brands?
  3. Are all brands of Starwood featured in the STARnet program?
  4. Will I have access to rates at all Starwood properties worldwide?
  5. What is my STARnet rate?
  6. Are fixed NET rates part of the STARnet program?
  7. How can I book a STARnet reservation at a Starwood property?
  8. Are rates for leisure business only?
  9. Are rates confidential?
  10. How do I search for a hotel?
  11. Do I receive a confirmation number for STARnet bookings?
  12. Should the rates offered in the STARnet program be marked up and packaged?
  13. What do new members receive when they join the program?
  14. What are the payment methods for STARnet reservations?
  15. What about the Bill Back program?
  16. If my company has elected to pay by credit card, do I have to provide the credit card number for each reservation?
  17. How do I obtain hi-resolution and web-ready property Photography?
  18. How many days in advance do I have to make a reservation in order to be guaranteed the STARnet FIT Net Rate?
  19. Where do I find a hotel's contact details?
  20. Where do I find maps and driving directions to the hotel?
  21. Who should my company contact if we move address?
  22. I want to find out more information on Starwood Hotels & Resorts Worldwide, Inc
  23. I have a question, an idea or a comment - whom should I contact?
  24. How do I add a room or add nights to my reservation?
  25. How can I cancel my reservation?
  26. How do I change my bedding request?
  27. How do I include breakfast to my reservation?
  28. Who do I contact if a hotel refuses payment, or attempts to charge a guest?
  29. Is there a standard policy for having children at hotel rooms?



1. What is Starwood Hotels and Resorts?

Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with more than 1,300 owned and managed properties. With internationally renowned brands, Starwood is a fully integrated owner, operator and franchiser of hotels and resorts with the following internationally renowned brands: St. Regis(R), The Luxury Collection(R), W(R), Le Méridien (R), Sheraton(R), Westin(R), Four Points(R) by Sheraton, aloft (R) Element (R) and Tribute Portfolio. Also, Starwood Vacation Ownership, Inc. is one of the premier developers and operators of high quality vacation interval ownership resorts. For more information, please visit www.starwoodhotels.com.

2. What is the difference between Starwood's Hotels and Brands?

Sheraton Hotels & Resorts
Sheraton Hotels and Resorts is the largest of the Starwood Hotels & Resorts Worldwide, Inc. brands. Serving the needs of both business and leisure travelers in locations from Argentina to Zimbabwe, Sheraton Hotels and Resorts are located in a majority of the world's most sought-after cities and resort destinations.

Sheraton Guest rooms offer Sheraton Sweet Sleeper Beds. Other innovative services include the Sheraton Lo-Carb Lifestyle and the most flexible check-in/check-out program in the industry.

Leisure travelers need look no further than Sheraton for the perfect vacation destinations. From some of the world's most desired beach locations in Mexico, Hawaii, Florida and the Fiji Islands, to cultural capitals such as New York, London, Buenos Aires, Toronto, Hong Kong and Athens, there's a Sheraton Hotel or Resort to provide the perfect home-away-from-home to vacationers.
www.sheraton.com

Four Points Hotels by Sheraton
Four Points by Sheraton hotels are located at airports, in mid-sized cities, leisure destinations, and business and commercial centers. Four Points Hotels by Sheraton cater to business and leisure travelers as well as meeting planners seeking a quality, mid-priced and value-oriented product.
www.fourpoints.com

Le Méridien
The Le Méridien brand was established in 1972 by Air France to, "provide a home away from home for its customers" in the airline's key destinations worldwide. Today, Le Méridien has a portfolio of luxury and upscale hotels across five regions - Asia Pacific, Middle East & West Asia (including India), Americas, United Kingdom and Europe.

Le Méridien's international experience and sophisticated European style still retains a generous measure of French flair. Central to the ongoing success of Le Méridien is a philosophy of providing a stay experience as individual as the hotel itself - from landmark properties in the center of key cities, to exotic resorts in stunning locations. Wherever guests travel, a quintessentially stylish experience awaits.
www.lemeridien.com

The Luxury Collection
The Luxury Collection is a unique collection of hotels and resorts that offer 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 dércor, 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.

In bustling cities and spectacular resorts around the world, The Luxury Collection provides the definitive hospitality experience for people of exceptional taste and refinement.
www.luxurycollection.com

St. Regis
St. Regis Hotels & Resorts carry a fabled pedigree. In 1904, John Jacob Astor built the first St. Regis is New York City, a Beaus Arts landmark that continues to satisfy the world with its five-star, five diamond service. For Starwood, it seemed fitting that a hand-picked coteries of hotels should share the golden name. Today, the impeccable elegance of St. Regis - with butler service at your beck and call - embraces. Guests from New York, to Beijing.
www.stregis.com

Westin Hotels & Resorts
Westin Hotels and Resorts is a global collection upscale hotels. Located in the major business centers and resort destinations of the world, each hotel is distinctive in its architecture and setting, yet all are consistent in quality and service.

Westin is further distinguished by its 75-year history as a leader and innovator in the hospitality industry. The Westin Heavenly Bed, introduced in 1999, offers a cocoon of blissful rest with its ultra-padded mattress and easy-chic white down comforter. The Heavenly Bath is just steps away, providing the true spa experience of an energizing dual-head shower…and room to spare with its curved shower rod.
www.westin.com

W Hotels
W Hotels offers a new brand of hotels quite unlike anything else available to the traveler. W provides the personality and chic style of a boutique hotel, while providing the reliability and comprehensive services that travelers expect. All W Hotels have a modern, sophisticated residential design with an emphasis on elegance and utmost 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.

"W is for witty, warm, wonderful, welcoming. Essentially, it's a wonder why no one has ever done this before.
www.whotels.com

aloft
aloft (select-service hotels), a brand introduced in 2005 is a hotel of new heights, an oasis where you least expect it, a spirited neighborhood outpost, a haven at the side of the road. Bringing a cozy harmony of modern elements to the classic American on-the-road tradition, aloft offers a sassy, refreshing, ultra effortless alternative for both the business and leisure traveler. Fresh, fun, and fulfilling, aloft is an experience to be discovered and rediscovered, destination after destination, as you ease on down the road.
www.alofthotels.com

Element Hotels
Element (extended stay hotels), a brand introduced in 2006 with the first hotel expected to open in 2008, provides a modern, upscale and intuitively designed hotel experience that allows guests to live well and feel in control. Inspired by Westin, Element promotes balance through a thoughtful, upscale environment. Decidedly modern with an emphasis on nature, Element is intuitively constructed with an efficient use of space that encourages guests to stay connected, feel alive, and thrive while they are away. Element is the smart, renewing haven for extended stay travel.
www.elementhotels.com

Tribute Portfolio
Our newest brand, Tribute Portfolio, gives guests access to exceptional independent hotels around the world, and owners the ability to maintain their hotels individuality while leveraging the power of Starwood - including our industry leading Starwood Preferred Guest loyalty program – to help maximize performance. From boutique resorts to exciting hotels in choice urban locations, each Tribute Portfolio hotel offers inspired style and superior service. It’s our celebration of individuality. www.tributeportfolio.com

3. Are all brands of Starwood featured in STARnet program?

Our hotel brands represented include The Luxury Collection, W Hotels, St. Regis, Westin Hotels & Resorts, Le Méridien, Sheraton Hotels & Resorts, Four Points Hotels, aloft, Element and Tribute Portfolio.

4. Will I have access to rates at all Starwood properties worldwide?

As a seller of travel, you have access to a wide assortment of rate plans at all Starwood properties worldwide. There are some localities and governments, particularly in the Middle East, which regulate hotel rates through Cartels and thus preclude our Hotels from participating in a program such as STARnet. In these few instances, favorable rates can still be obtained by working with the property directly

5. What is my STARnet rate?

STARnet rates are based on our lowest rate of the day. STARnet program can not be combined with any other discount programs, or special offers. As the public rates fluctuate due to market demands and availability, so do the STARnet rates. The NET rate provided will be a set percentage off of the lowest available public rate at the time you check availability.

6. Are fixed NET rates part of the STARnet program?

No, STARnet delivers a floating rate based on a discount off the lowest public retail rates available at the time of booking. Locally negotiated fixed rate contracts and room blocks can be negotiated directly with properties pending significant volume business commitments.

7. How can I book a STARnet reservation at a Starwood property?

Rates are only bookable online at www.starwoodnet.com or one of Starwood's branded websites. STARnet rates are NOT bookable directly with the property or via Starwood's reservation's centers. Members must have their unique STARnet SET I.D. number available when making reservations.

8. Are rates for leisure business only?

Yes, STARnet rates are for leisure travel only. On no occasion should rates be used for the booking of business travel, corporate meetings, or group movements. Rates are all subject to availability and are strictly for Approved Sellers of Packaged Travel.

9. Are rates confidential?

Yes, all rates are confidential and must only be utilized by approved wholesalers and never disclosed to consumers.

10. How do I search for a hotel?

You can find a hotel by going to the "Book Now" page of our web site www.starwoodnet.com. This will then take you to our online booking engine where you can search by city, state or country of the hotel. This will bring up a list of the hotels in the area by brand.

11. Do I receive a confirmation number for STARnet bookings?

Yes, all STARnet bookings will receive a Starwood Confirmation number. This confirmation number is for wholesaler use only and should never be onwardly distributed to another agency or consumer.

12. Should the rates offered in the STARnet program be marked up and packaged?

Yes, net rates at participating Hotels must be marked up and be sold as part of a Travel Packages. If Company is acting as a Receptive Wholesaler, then they may provide Package Room Rates to its non-retail customers via a non-consumer facing website or through traditional off line wholesale channels so long as: (i) the posted rate reflects a markup from the net F.I.T. wholesale rate; and (ii) Company discloses to the non-retail customer that (a) the purchaser of the Package Room Rate may not market the Package Room Rate unbundled from a Travel Package and (b) should the Package Room Rate be unbundled from a Travel Package (in violation of the STARnet Terms and conditions, the Package Room Rate must be marked up so as to not violate Starwood's Best Rate Guarantee policy.

13. What do new members receive when they join the program?

A new member will receive instructions and a link to STARnet's online contract and terms and conditions. Once acknowledged, each account is assigned a unique STARnet SET number and provided with instructions on how to use the program.

14. What are the payment methods for STARnet reservations?

Members are only approved into the STARnet program on a pre-payment basis. Under these circumstances, payment must be received at the property receiving the reservation before the guest arrival. The company credit card given for deposit at time of booking will be normally be charged the full amount of room and tax 48 hours prior to guest arrival. Refer to Terms and Conditions at time of booking for specifics.

15. What about the Bill Back program?

Bill Back or credit has been discontinued for new applications. Existing bill back accounts will continue business as usual until the current Letter of Credit expires. At the time the account may apply for pre-pay status.

16. If my company has elected to pay by credit card, do I have to provide the credit card number for each reservation?

Yes, Starwood Hotels & Resorts do not hold credit card numbers on file. If a member is on a pre-pay basis and has elected to have the room and tax charged to a company credit card, then the card details must be provided at time of booking for each reservation confirmed.

17. How do I obtain hi-resolution and web-ready property Photography?

Members can request access to the Starwood Asset Library, a web based library of logo's and hotel photography. Click on the Hotel Photography link on starwoodnet.com to sign up for free access to this extensive online digital library.

18. How many days in advance do I have to make a reservation in order to be guaranteed the STARnet FIT Net Rate?

STARnet rates are available 18 months prior to the arrival date, however, all reservations are subject to the hotel's availability at time of booking. Please note that the status of a hotel's availability will change due to both individual and group block cancellations.

19. Where do I find a hotel's contact details?

For all properties the mailing address, phone and fax numbers can be found on the search results page for each hotel (see question 4)

20. Where do I find maps and driving directions to the hotel?

Maps and driving directions are also found on each hotel's web page.

21. Who should my company contact if we move addresses?

Starwood's Corporate office maintains member profiles including address, telephone, fax, key contact, billing and e-mail information. If there are any changes to the contact information, members should immediately e-mail an update to Starwood Hotels & Resorts at starnet@starwoodhotels.com

22. I want to find out more information on Starwood Hotels & Resorts Worldwide, Inc.

Most of our general company information (names of executives, company statistics and press releases) can be found on the Corporate Starwood web site, www.starwoodhotels.com or brand web sites under "Company Information."

23. I have a question, an idea or a comment - whom should I contact?

Please e-mail to starnet@starwoodhotels.com, with ideas, suggestions or additional questions.

24. How do I add a room or add nights to my reservation?

Please call the Reservations Hotline, or contact the hotel reservations department directly. Please be advised that you will need to cancel and rebook, and the price may adjust accordingly. Another option is to just book a separate reservation for the additional nights.

25. How can I cancel my reservation?

You can visit the website of the hotel you are booking at, click on reservations and cancel with the guest name confirmation number. You can also contact the reservations help line. Do not call the hotel directly.

26. How do I change my bedding request?

At this time the only option is to contact your account director or the hotel directly, as these requests are not facilitated by any Starwood online reservations.

27. How do I include breakfast to my reservation?

At this time the only option is to contact your account director or the hotel directly, as these requests are not facilitated by any Starwood online reservations.

28. Who do I contact if a hotel refuses payment, or attempts to charge a guest?

You should contact your global account directly for more rapid response. You may also reach out to starnet@starwoodhotels.com for assistance. Hotels should be directed to contact their Revenue Manager regarding STARnet reservations and the billing procedures.

29. Is there a standard policy for having children at hotel rooms?

No, you will need to contact the hotel as these policies vary.



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