ah that is horrible -Starwood never solves any problems with letters - they make every excuse...I wrote a letter about how terrible we were treated by the staff on a stay for my friend's wedding and I got a response of something like (in better words of course): "Im sorry we can't deal with this because it is a room block someone booked in Los Angeles - you will need to contact the HR department in Los Angeles" - huh? I just let it go at that point, it was frustrating