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| Frequently Asked Questions |
Moments:
Registration:
Bidding:
Auctions:
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 frequently as we are always launching new Moments experiences.
How can I contact Starwood Preferred Guest Customer Care? [top]
Comments or questions about this Web site or a Moments experience? Please visit Starwood Preferred Guest Customer Care or email us at spgmoments@starwoodhotels.com.
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 also apply to each individual auction, which are located on each auction's main page. In order to bid, you must read and understand both.
For Terms and Conditions of general website privacy policies and functionality, click here.
May I browse listings without Logging In? [top]
Yes, you may browse all Moments listings on the Gallery Page without logging in.
How do I Log In? [top]
Simply enter your last name and SPG Member # on the Moments home page.
What if I forget my password? [top]
Go to www.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.
How do I bid? [top]
You must be logged in to place a bid. Please see log in instructions above. To bid simply locate the Moments listing you're interested in and begin by clicking Bid 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 can not be retracted. If you're the winning bidder Starpoints will be deducted from your account automatically to pay for the Moments experience.
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 send you an email when your bid is no longer winning and at that time you will have an opportunity to raise your bid. Alternatively, please visit our Web site to check your "Bidding Activity" in My Auction.
How will I know if I win? [top]
If you're the winning bidder you will receive an email notification. In addition, you will be personally contacted by an experience engineer to coordinate your Moments experience.
How can I view all bids I've submitted? [top]
Once logged in, you can view all bids by clicking on the My Auction 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 5 minutes of an auction, the auction will be extended automatically for an additional 5 minutes from the time of the latest bid. This is called Bid Extend and can be activated by any user who placed a bid within the last five minutes. The auction will close once all bidding activity has stopped for a period of 5 minutes.
If you have placed a bid when Bid Extend is engaged, you should refresh or reload your browser frequently [every 3-5 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're the winning bidder Starpoints will be deducted from your account automatically to pay for your Moments experience.
What is Maximum Bid? [top]
If you want to place a bid, but are willing to bid more if you are not the highest bidder, you can use Maximum Bid. This bidding system allows you to enter your maximum bid amount (which is the most you're willing to pay for an item) 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!
You will be notified by e-mail if another bidder has surpassed your maximum bid. If two or more members are bidding on the same item through Maximum Bid and there is a tie for high bidder, the earliest bid will take precedence.
What is Maximum Bid Amount? [top]
Your maximum bid amount is the highest number of Starpoints you are willing to pay for an item.
You should determine beforehand the most you are really willing to pay for an item and then enter a single bid at that amount in the Bid Amount field. An early bid supported by a high maximum bid amount can make you a winner! Your maximum bid amount (if you are a current high bidder) will not be shown to other bidders until after the auction closes.
What is Lowest Successful Price? [top]
The goal when using Maximum Bid is to win an item 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 on the lower left hand corner of each auction page]. You will not see any future bids that may yet be placed through proxy bids.
What is a proxy bid? [top]
A proxy bid is an amount of Starpoints a member sets in advance that is the maximum amount of Starpoints that member is willing to pay for any one auction. This maximum amount will be kept secret and will not be seen in the Bid History, unless that maximum amount is bid as part of the proxy bid function; however, if the maximum bid is used, no other bidders will know it is a member's maximum bid or that it is from the proxy bid function.
With proxy bid, the auction software will enter the lowest possible bid on behalf of the proxy winner whenever someone else places a bid up to the maximum proxy bid or until the proxy bidder has won.
If another bidder has outbid the member's maximum proxy bid, the proxy bidder no longer has the highest bid and will receive an email stating so. At that time, the proxy bidder can simply bid again or re-set their proxy bid with a new maximum amount.
At the end of an auction, if one's proxy bid is the highest and was placed prior to any other bids at that amount, the proxy bidder-and not the duplicate high bids-is the winner. As the winner of the auction, the proxy bidder pays the lowest possible winning bid, which is not necessarily the maximum bid the proxy bidder originally entered.
When Proxy Bidding is used, it can appear as if one bidder has outbid another with the same bid amount. This occurs when a proxy bid is in effect and another bidder places a bid at the exact same amount as the current proxy bid. Since the proxy bid was placed earlier, the earliest proxy bid will supersede any bids of the equal amount and win the auction unless a higher bid is placed.
What is a Single Item Auction? [top]
A "single item" online auction - otherwise known as an English auction - means only one item shown is up for auction and the highest bidder at the end of the auction time wins.
What is a Fixed Price Auction? [top]
A "fixed price" online auction is really not an auction at all, but rather an item for sale. The fixed price auction differs in that the first bidder to place a bid will win the item and the auction closes immediately.
What is a private auction? [top]
From time to time SPG will conduct auctions for only select members. Eligible participants will be based solely at the discretion of SPG.
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