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| Frequently Asked Questions |
Moments:
Auctions:
Registration:
Bidding:
Moments
What is the Moments Program? [top]
The Moments program is an exclusive online auction where members of the Starwood Preferred Guest program can use Starpoints to bid on extraordinary events and once-in-a-lifetime experiences. Visit About Moments to learn more.
How often are new Moments experiences available? [top]
Check back often as we frequently launch new Moments experiences.
What if I have a question about Moments? [top]
Comments or questions about this website or a Moments experience? Please visit Starwood Preferred Guest Customer Care, call us at 1-888-625-4988 or email us at spgmoments@starwoodhotels.com. You can also click the icon marked "click to ask a question" on each page of the website. Note that click-to-chat support is provided only in English.
What are the terms and conditions for the Moments Program? [top]
The general terms and conditions for the Moments program and its auction rules can be found here. Specific terms and conditions that apply to each individual auction are located on each auction's main page. In order to bid, you must read and understand both.
For terms and conditions of the general website and functionality, click here. To view the privacy statement, click here.
Is there a Moments website in any language other than English? [top]
Currently, the Moments website is available only in English. We have translated several pages in order to help our global members understand how the Moments program and auctions work.
Auctions
What is a Single Package Auction? [top]
A "Single Package" online auction means only one package is up for auction, and the highest bidder at the end of the auction time wins. This auction type is identified by its "Bid Now" button. Even if multiple similar packages are available for auction, each package represents its own auction, and thus each package will be assigned to a single high bidder.
What is a Fixed price event? [top]
A "fixed price" online auction is really not an auction at all, but rather a package for sale. This offering is identified by its "Redeem Now" button. The fixed price event differs in that the first bidder to redeem the displayed number of Starpoints will win the package. When the last fixed price event is sold in this manner, the auction immediately closes. If you are interested in a Fixed Price Package, you should redeem immediately to make sure you win the package.
What is a Private Event? [top]
From time to time, SPG ® will conduct auctions for only select members. Eligible participants will be based solely on the discretion of SPG.
How long are Moments auctions live? [top]
Single Package Auctions (bidding) are typically live for ten days from the date of the auction launch. Fixed Price Events are typically live for fourteen to twenty-eight days from the date of the auction launch. It should be noted these are averages, and durations will vary.
How many Starpoints do Moments packages typically sell for? [top]
There is no "typical" package price – it really depends on how many members are bidding on the packages and how high each member is willing to bid. To view more details about package purchase prices, please visit Past Moments
Fixed Price Events are unique in that the purchase prices are shown before you redeem Starpoints. Fixed Price Events typically sell for 2,500 – 10,000 Starpoints.
Is there a limit to how many packages I can purchase? [top]
Yes. In order to make sure all SPG members have access to this amazing program, we have limited the quantity per member to two (2) packages per member per unique auction, and five (5) total packages per calendar year. The five-package limit includes both Single Package and Fixed Price Events.
I don't see my preferred city or date listed for one of the Fixed Price Events I am interested in (e.g., concert tickets). Is there anything I can do? [top]
Yes. In certain cases we may be able to swap a date or a venue to personalize the experience for you. We aim to provide truly one-of-a-kind and exclusive experiences for our members. Please call us at 1-888-625-4988 or email us at spgmoments@starwoodhotels.com with your specific question. All modifications are solely at the discretion of SPG.
Are the packages returnable? [top]
No, all purchases are final. If you are the winning bidder, Starpoints will be deducted from your account automatically.
Can I gift my Moments experience to a friend or relative? [top]
The winning bidder may not resell items purchased through the Moments program, and may not assign, transfer, remarket, resell or otherwise dispose of an experience without obtaining Starwood's prior written consent.
Registration
May I browse listings without Logging In? [top]
Yes, you may browse all Moments listings on the All Auctions Gallery without logging in.
How do I Log In? [top]
Simply enter your last name and SPG Member # on the Moments home page in the top right corner.
What if I forget my password? [top]
Go to spg.com and select Customer Support.
Do I need to be a Starwood Preferred Guest member to Log in? [top]
Yes. If you are not already a Starwood Preferred Guest member, please go to spg.com to enroll today. Enrollment in the Starwood Preferred Guest program is free.
Bidding
How do I bid? [top]
You must be logged in to place a bid. Please see login instructions above. To bid, simply locate the Moments listing you're interested in and begin by clicking Bid Now or Redeem Now. Enter your bid amount (which must be at least one increment higher than the current bid) and click Submit. On the next screen, please click Confirm to confirm your bid. Once confirmed, your bid is final and cannot be retracted. If you're the winning bidder, Starpoints will be deducted from your account automatically to use for the Moments experience. You must read and understand the Terms & Conditions prior to confirming your bid.
If you would like the auction system to automatically bid on your behalf if another member outbids you, please set a Maximum Bid. Click here for instructions on how to do so.
Can I increase my bid? [top]
Yes, you can increase your bid any time before the auction closes. To do so, simply follow the bidding steps above.
How will I know if my bid is no longer winning? [top]
We will automatically send you an email when your bid is no longer the highest. At that time, you will have the opportunity to raise your bid.
How will I know if I win? [top]
If you are the winning bidder, you will receive an email notification. In addition, you will be personally contacted by an SPG Moments specialist within 48 hours to finalize the details of your Moments experience.
What happens if I purchase a Fixed price event and I do not have enough Starpoints? [top]
You will be contacted by an SPG Moments Specialist.
How can I view all bids I've submitted? [top]
Once logged in, you can view all bids by clicking on the My Auctions link on the right-hand side of the Moments site.
Can I submit a bid offline? [top]
No. We only accept bids online.
Do all auctions close at exactly the scheduled closing time? [top]
Not always. If a bid is placed during the last five minutes of an auction, the auction will be extended automatically for an additional five minutes from the time of the latest bid. This is called Bid Extend and can be activated by any member who places a bid within the last five minutes. The auction will close once all bidding activity has stopped for a period of five minutes.
If you have placed a bid when Bid Extend is engaged, you should refresh or reload your browser frequently [every three to five seconds] so that it displays the most current bid status information.
Can I retract a confirmed bid? [top]
No. Once confirmed, all bids are final and cannot be retracted. If you are the winning bidder, Starpoints will be deducted from your account automatically to use for your Moments experience.
What is Maximum Bid? [top]
If you want to place a bid and are willing to bid more if you are outbid, you can use Maximum Bid. This bidding system allows you to enter your Maximum Bid amount (which is the most you're willing to use for a package) and then will manage the bidding process for you from there. Maximum Bid will bid automatically, on your behalf and at the lowest possible bid increments, until your Maximum Bid amount is reached. That's all there is to it!
Maximum Bid Process:
- Member sets a Maximum Bid Amount when placing his/her bid.
- The Maximum Bid system enters the lowest possible bid on behalf of the member each time another member places a bid. The Maximum Bid system keeps placing bids until it reaches the Maximum Bid amount or until the member has won.
- If another bidder outbids the member's Maximum Bid, the member no longer has the highest bid and will receive an email stating so. At that time, if the auction is still open, the member may bid again or reset their Maximum Bid with a new Maximum Bid amount. You will be notified by email if another bidder has surpassed your Maximum Bid.
- At the end of an auction, if one member's Maximum Bid is the highest and was placed prior to any other bids of the same amount, the Maximum bid individual - not the duplicate high bidder - is the winner. As the winner of the auction, the Maximum bid individual uses the lowest possible winning bid, which is not necessarily the full amount of the Maximum Bid that he or she originally entered.
- When the Maximum Bid system is used, it can appear as if one bidder has outbid another although they have the same bid amount. This occurs when a Maximum Bid is in effect and another bidder places a bid at the exact same amount as the Maximum Bidder. Since the Maximum Bid was set earlier, it wins. The earliest bid will supersede any bids of the equal amount, even if it was set by Maximum Bid. If two or more members are both bidding on the same package through Maximum Bid and there is a tie for high bidder, the bid that was placed first will take precedence.
What is Maximum Bid Amount? [top]
Your Maximum Bid amount is the highest number of Starpoints you are willing to use for a package.
You should determine beforehand the most you are really willing to use for a package and then enter a single bid at that amount in the Bid Amount field. An early bid supported by a high maximum bid amount is a great way to win an auction without spending a lot of time checking the website! This is a great way for frequent travelers and busy individuals to bid on Moments auctions.
Unless another bidder exceeds it, your Maximum Bid amount will never be revealed to other bidders.
I just placed a bid, but the site says that I am not the high bidder. Why not? [top]
This indicates that someone has previously set a Maximum Bid for this auction that is equal to or greater than the bid you just entered. At this point, you can try bidding a higher amount.
I appear to have been outbid by an amount smaller than the bid increment. How has this occurred? [top]
The other bidder has previously set a Maximum Bid. In some cases, it's possible that the other bidder's standing maximum bid is greater than yours, but by an amount less than the bid increment. In this case, the other bidder will be winning at exactly their maximum bid.
What is Lowest Successful Price? [top]
The goal when using Maximum Bid is to win a package at the lowest successful price. To do so, you must be the bidder who placed the highest Maximum Bid at auction close. The lowest successful price may not necessarily be the Maximum Bid amount you submitted, unless there was a tie. Typically, the lowest successful price is the next highest bidder's maximum bid amount plus the stated bid increment.
Can I see what others are bidding? [top]
Yes, you can see all of the applicable bids other SPG members have placed by clicking on Bid History (located next to the "Number of Bids" field on each auction page). You will not see any future bids that may be placed through the Maximum Bid system.
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