I would give our experience with Starwood and especially our pet travel coordinator Ryan and excellent 5/5. Throughout the entire process she was incredibly communicative even to the point of answering my partners email at 5:50am eastern time while our dog was in route. Ryan made what was could have been a very stressful process a much easier with quick, clear communication. The only reason I didn't give starwood a 5 out of 5 was due to the communication among the UK team. There was an issue where the driver, from what I understand, didn't clearly communicate the ETA to Ryan, the UK contact and on to me and my partner which left us with about an hour and half gap with no info on where our dog was. Ryan did get try to the bottom of it as quickly as possible but I feel like the ground transport was a bit more seamless and transparent on the US side.