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Funny think happen on the way to the Starwood Four Point Hotel in Leominster MA. I arrived and found no lights, no heat, no TV or internet and since I was traveling the voice mail message they left did not get to me. I understand a winter storm dropped 14 inches of snow and cause some problems. But they charged me the full price for the room and their Customer Service E Commerce Specialist no longer sends me emails.

I am not sure how Starwood handles customer experience management, but it

appears that they have failed dramatically. The lack of an integrated activity approach to connect with their customer at each contact to move beyond customer relationships to customer loyalty has been less than stellar. My experience with the process has provided me with a wide variety of anecdotal stories. And I now use this as a case study in my Marketing and Internet Marketing Class for the college as a prime example of what not to do.

Bob Fruchter

Adjunct Professor

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Q: What are the main problems of Starwood Hotels and Resorts worldwide?
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What is the ticker symbol Starwood Hotels and Resorts Worldwide?

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The W hotel brand is part of Starwood Hotels & Resorts.


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