SPG Moments program FAQs

Moments program:


What is the SPG MomentsSM program? How often are new Moments experiences made available? What if I have a question about Moments? What are the terms and conditions of the Moments program? Is the Moments website available in any language other than English?

Events:


How do I redeem Starpoints® for Moments events? What is a single-package auction event? What is a fixed-price event? What is a private event? How long are Moments events live on the website? How many Starpoints do Moments packages typically sell for? Is there a limit to how many packages I can purchase? I don't see my preferred city or date listed for a fixed-price event I am interested in (e.g., concert tickets). Is there anything I can do? Are the packages returnable? Can I gift my Moments experience to a friend or family member?

Registration:


Can I browse listings without logging in? How do I log in? What if I forget my password? Do I need to be a Starwood Preferred Guest® member to log in?

Bidding:


How do I bid? Can I increase my bid? How will I know if my bid is no longer the winning bid? How will I know if I win an auction? What is a bid increment? What is a manual bid? How do I place a manual bid? What is a maximum bid and how does it work? What is an auto bid? What happens if I purchase a fixed-price event and I do not have enough Starpoints? Can I submit a bid offline? Do all auctions close at exactly the scheduled closing time? Can I retract a confirmed bid? What happens if I am bidding on an event and I do not have enough Starpoints?


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Moments Program

What is the SPG MomentsSM program?

The Moments program gives SPG® members VIP access to concerts, culinary experiences, premier sporting events and more — starting at only 1,000 Starpoints®. Visit About Moments to learn more.

How often are new Moments experiences made available?

New events are added to the site frequently. You can browse the latest additions by viewing the list of All Events.

What if I have a question about Moments?

You can chat with us online 24/7, call us at 1-888-625-4988 or email us at spgmoments@starwoodhotels.com. Please note: Chat support is provided in English only.

What are the terms and conditions of the Moments program?

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 acknowledge both.

For terms and conditions of the general website and functionality, click here. To view the privacy statement, click here.

Is the Moments website available in any language other than English?

Currently, the Moments website is available in English only. However, we have translated several pages to help our global members understand how the Moments program and auctions work.

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Events


How do I redeem Starpoints® for Moments events?

1. Find your event by browsing the list of current, exclusive SPG Moments. You can search by date, location, event type and more.

2. Use your Starpoints by bidding, auction-style, on a single event, or by redeeming for fixed-price events.

What is a single-package auction event?

A single-package auction event is an auction with only one package available; the highest bid wins at the close of the auction. Even if multiple similar packages are available for auction, each package represents its own auction and will be rewarded to a single high bidder. The Bid Now button identifies this event type.

What is a fixed-price event?

A fixed-price event is always a set price, typically with a limited number of packages available. The first bidders to redeem the required number of Starpoints will win these packages until the limited number is sold out. The Redeem Now button identifies this event type.

What is a private event?

From time to time, SPG will conduct auctions for selected groups of members. Eligibility is determined solely at the discretion of SPG.

How long are Moments events live on the website?

Single-package auction events (bidding) are typically live for 10 days from the date of the auction launch. Fixed-price events are typically live for 14 to 28 days from the date of the event launch. It should be noted that these are averages, and durations will vary.

How many Starpoints do Moments packages typically sell for?

There is no typical package price — it depends on how many members bid on the packages and how high each member is willing to bid. To view more details about package purchase prices, please visit Past Moments.

Is there a limit to how many packages I can purchase?

Yes. Package quantities are limited to one to two per member per unique auction, and five total packages per calendar year. The five-package limit includes both single-package and fixed-price events. Please note that this is subject to change per auction/event.

I don't see my preferred city or date listed for a fixed-price event I am interested in (e.g., concert tickets). Is there anything I can do?

Please call us at 1-888-625-4988 or email us at spgmoments@starwoodhotels.com with your specific question so that we can better assist you. All modifications are solely at the discretion of SPG.

Are the packages returnable?

No. All purchases are final. If you are the winning bidder, Starpoints will be deducted automatically from your account.

Can I gift my Moments experience to a friend or relative?

Many of our packages include two tickets so that a friend or relative can attend. However, 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. Violators are subject to removal from the program and forfeiture of SPG Starpoints balance.

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Registration

Can I browse listings without logging in?

Yes, you may browse All Events without logging in.

How do I log in?

Simply enter your last name and SPG number on the Moments home page in the top right corner.

What if I forget my password?

Just click Retrieve Password by the log-in boxes at the top of the site. Instructions will then be given about how to change your password or obtain a new one. You can also call us at 1-888-625-4988.

Do I need to be a Starwood Preferred Guest® member to log in?

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.

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Bidding

How do I bid?

It's easy — just follow these simple steps:

1. First, log in. Please see log-in instructions above.
2. Find your Moments event and click "Bid Now" to begin.
3. Place a manual bid by clicking "Bid XX,XXX Starpoints," or place a maximum bid by entering your maximum bid amount and clicking "Submit Max Bid."
4. Review and accept the terms and conditions.
5. Review the final bid details; then click "Confirm Bid" to submit your bid.

Once your bid is confirmed, it is final and cannot be retracted.

If you're the winning bidder, Starpoints will be deducted automatically from your account to use for the Moments experience.

Can I increase my bid?

Yes, you can increase your bid anytime before the auction closes. To do so, simply follow the bidding steps above.

How will I know if my bid is no longer the winning bid?

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 an auction?

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 is a bid increment?

The bid increment is the minimum number of Starpoints required to place a bid. For example, if the bid increment is 500 and you click the "Bid" button, you are placing a bid for 500 more Starpoints than the current high bid.

What is a manual bid?

While watching an auction in real time, you will see a button that says "Bid XX,XXX Starpoints." When you click that button, you are placing a manual bid for the stated number of Starpoints.

How do I place a manual bid?

Submit a manual bid by clicking the "Bid" button. This automatically increases the current high bid by the bid increment amount.

What is a maximum bid and how does it work?

A maximum bid is the greatest number of Starpoints a member is willing to pay for a particular auction item. The maximum bid amount must be equal to or greater than the current high bid plus the bid increment or a greater amount. Once you enter a maximum bid amount, you may not increase, reduce or remove it. During the auction, the system manages the bidding process for you. Whenever you are outbid, the system automatically increases your bid by the lowest possible bid increment until you win the auction or reach your maximum bid amount. If another member outbids your maximum bid, we will send you an email notification. If the auction is still open at that time, you may then decide to place a manual bid or stop bidding on the item. To win with a maximum bid, you must have submitted the highest bid at the final closing time of the auction.

What is an auto bid?

An auto bid is a bid placed automatically by the system on behalf of a member who has submitted a maximum bid. If you reach the point in an auction where your auto bid does not meet the bid increment amount, your final bid will be placed for the full amount of your maximum bid. Therefore, it is possible for a maximum bid to win for less than the minimum bid increment. When a maximum bid is the highest bid at the final close of the auction, it wins — even if it's only higher by one Starpoint.

What happens if I purchase a fixed-price event and I do not have enough Starpoints?

You will be contacted by an SPG Moments specialist.

Can I submit a bid offline?

We accept bids online only, but you can submit bids from your mobile device (via our mobile site) or your desktop computer.

Do all auctions close at exactly the scheduled closing time?

Not always. If a bid is placed during the last five minutes of the time remaining in an auction, the auction, OR all auctions in the collection, is extended automatically for 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 closes 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?

No. Once confirmed, all bids are final and cannot be retracted. If you are the winning bidder, Starpoints will be deducted automatically from your account to use for your Moments experience.

What happens if I am bidding on an event and I do not have enough Starpoints?

If you do not have enough Starpoints during an auction, you will automatically be disqualified.

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