Starwood Preferred Guest - What can the Front Desk people see when you check in?

Does anyone know what type of information they can see?

SPG Points Balance?
Number of nights/stays total?
Number of nights/stats at that hotel?

Anything else?

Additionally, what criteria is used to determine upgrade? Does SPG point balance trump the cost of the room?

There are about 100,000 posts on this topic. I'm going to do you a favor and give you a brief summary:

SPG gives each hotel "suggested" upgrade priority of guests with reservations. However upgrade priority is 100% up to the individual properties and they do not have to follow the SPG suggestion. There is no official word as to what hotels use to determine their own upgrade priorities, but anecdotal evidence leads to a combination of Starwood revenue, point balance, and rate paid.

Simplified answer: Nobody really knows, and it varies from hotel to hotel.

Ask the Front Office Manager (http://flyertalk.com/forum/showthread.php?t=790271&highlight=what+desk+see+front)

Thanks Cheap Elite!

I have, on a couple of occasions, snuck a peek at the screen that check in agents use and from what I could see, only the following information is displayed:


Guest name and contact details
Guest SPG number and status (but no details like number of nights/stays)
Reservation details (room type booked, number of nights, notes from reservation, etc.)

They also seem to be able to access information through other screens in their system about previous stays at their particular property, which allows them to answer questions like, "which room was I in when I stayed here last time?"

Incidentally, they often seem to use guest information from previous stays. I learned this when my old home address appeared on a folio for a stay I had at a property which I had not stayed at in quite some time, even though my current address is correct on my SPG profile.

I have also, on a couple of occasions, deliberately asked front desk staff questions about my SPG account and they have typically told me that they don't have access to the information and that I should call SPG.

Does anyone know what type of information they can see?

SPG Points Balance?
Number of nights/stays total?
Number of nights/stats at that hotel?

Anything else?

Additionally, what criteria is used to determine upgrade? Does SPG point balance trump the cost of the room?


I personally work at a Starwood managed property in the US and here is what we can see..

Most managed (non-franchised) properties in the US use a program called Lightspeed and second one called Galaxy, the latter of the two being the older but more stable system.

When we open a reservation in Lightspeed or Galaxy what we will see is of course the guests name, the length of your stay, and your rate schedule and amount the rate is, along with if you are an SPG member (that is, if your SPG # is in the reservation); if you don't have an SPG number, we are supposed to ask if you are, and look it up if the answer is yes or ask if you would like to enroll in the program. We then have a section for blocking you in a room, or searching for a room to place you in, your credit card details, and an area to add special requests such as a specific news paper, billing (such as if it was direct billed to someone), taking advance deposits for third party wholesalers like priceline, and comments on the reservation (for example, you call in an request a high floor, or certain side of the hotel)

In regards to upgrades, we don't see anything in our main programs as to who SPG feels is of a higher priority to upgrade unless we go into a internal company site for the spg program and generate a report, which then based on that it is suggested to use as a way to decide who will receive an upgrade or not. Even then, it is still a challenge at my property as out of 400 rooms, we only have 18 suites, which three are luxury suites and the rest junior. Add on the added challenge that at our location our suites sell out quite regularly at their full rates, it can be difficult to accommodate many people for the complimentary upgrades. We do our best, but still get that occasional guest who gets in our faces and throws, in my opinion, a huge fit because they did not get a suite upgrade since we did not have them available.

Same in regards to seeing number of stays, etc. We can see how many stays and visits you have had at our specific property, and if we 'click' on the SPG # in the reservation it will give us the number of stays to date at any starwood property and number of nights and the points balance, however it is not always 100% accurate or up-to-date, so we advise the guest to call spg for the most accurate and up-to-date information.

Excellent first post!!!

Thanks for the insights.

RE Huge fits: I think that while there are varying degrees of hissy fits from Platinums regarding upgrades, the only time I have issue is when there are clearly still suites available and yet management refuses to provide this benefit. This is also notwithstanding the fact that it may be pre-blocked for another Platinum. If you peruse the *wood threads, the consistent culprits of non-compliance become obvious (there may be worse, but the Houston St. Regis and, in my experience the Westin St. Francis come to mind). OTOH, properties like the Westin Bonaventure and the LAX Sheraton consistently adhere to the program and actually apologize when they are not able to provide a meaningful upgrade.

There are some guests who will always complain, but all I ask for is a modicum of transparency e.g. what is classified as a Specialty Suite versus a Standard?

Anyway...I look forward to your contributions to the board...

Excellent first post!!!

Thanks for the insights.

RE Huge fits: I think that while there are varying degrees of hissy fits from Platinums regarding upgrades, the only time I have issue is when there are clearly still suites available and yet management refuses to provide this benefit. This is also notwithstanding the fact that it may be pre-blocked for another Platinum. If you peruse the *wood threads, the consistent culprits of non-compliance become obvious (there may be worse, but the Houston St. Regis and, in my experience the Westin St. Francis come to mind). OTOH, properties like the Westin Bonaventure and the LAX Sheraton consistently adhere to the program and actually apologize when they are not able to provide a meaningful upgrade.

There are some guests who will always complain, but all I ask for is a modicum of transparency e.g. what is classified as a Specialty Suite versus a Standard?

Anyway...I look forward to your contributions to the board...

For the one thousandth time, just because a suite is available that does not mean it is a SELECT STANDARD suite.

...the only time I have issue is when there are clearly still suites available and yet management refuses to provide this benefit. This is also notwithstanding the fact that it may be pre-blocked for another Platinum...

I couldn't agree more. I have had many an apology (not to mention Starpoints and comped future stays) from apologetic GMs upon hearing that I was denied a suite when desk staff and junior managers on duty at check in time have acknoweldged that there were suites available but I couldn't have one. The best is when the hotel is showing suites available online yet they won't give you one. :rolleyes:

I couldn't agree more. I have had many an apology (not to mention Starpoints and comped future stays) from apologetic GMs upon hearing that I was denied a suite when desk staff and junior managers on duty at check in time have acknoweldged that there were suites available but I couldn't have one. The best is when the hotel is showing suites available online yet they won't give you one. :rolleyes:

How do you know those are SELECT STANDARD suites?

How do you know those are SELECT STANDARD suites?


This could (and probably has) become a thread unto itself.

For me, regardless of the "Select Standard Suites" clause, I'm not normally shy about pointing out that I am entitled to the best available room or suite. If they have suites that are free, particularly if they acknowledge or if I can see online that they have suites available during my stay, I ask why they are refusing to offer me one. I have had every answer from "Because you did not book it" to "We save our suites for Middle Eastern guests" (I posted a thread about that particular experience). Personally, I have yet to encounter a front desk agent or manager who pulled the "Select Standard Suites" argument on me. In my experience, staff who chose to fight this fight with Plat guests are not generally the brightest stars at Starwood, which is why it's usually not too hard to either win the argument and have them or the manager on duty ultimately acquiesce and give you what you want or, failing that, to obtain an apology and some form of compensation gesture after the fact. Many employees and managers will foolishly do what amounts to handing me a loaded gun by making the upgrade denial trivial compared to their poor (often blatantly disrespectful) handling of the request (i.e. the “Middle Eastern” response I mentioned above).

Moreover, it would be pretty hard for a hotel to argue, for example, that the lowest category of suite (i.e. a suite described as a "Junior Suite") at a hotel that has multiple classes of suites is excluded from Plat upgrades. Ultimately, I realize that it is up to each hotel to decide which suites are eligible for upgrades, but on a “bigger picture” level, every Starwood hotel should do whatever is reasonably possible in order to make Platinum guests feel like they are being taken care of. For me, being denied a junior suite does not give me this feeling.

This could (and probably has) become a thread unto itself.

For me, regardless of the "Select Standard Suites" clause, I'm not normally shy about pointing out that I am entitled to the best available room or suite. If they have suites that are free, particularly if they acknowledge or if I can see online that they have suites available during my stay, I ask why they are refusing to offer me one. I have had every answer from "Because you did not book it" to "We save our suites for Middle Eastern guests" (I posted a thread about that particular experience). Personally, I have yet to encounter a front desk agent or manager who pulled the "Select Standard Suites" argument on me. In my experience, staff who chose to fight this fight with Plat guests are not generally the brightest stars at Starwood, which is why it's usually not too hard to either win the argument and have them or the manager on duty ultimately acquiesce and give you what you want or, failing that, to obtain an apology and some form of compensation gesture after the fact. Many employees and managers will foolishly do what amounts to handing me a loaded gun by making the upgrade denial trivial compared to their poor (often blatantly disrespectful) handling of the request (i.e. the “Middle Eastern” response I mentioned above).

Moreover, it would be pretty hard for a hotel to argue, for example, that the lowest category of suite (i.e. a suite described as a "Junior Suite") at a hotel that has multiple classes of suites is excluded from Plat upgrades. Ultimately, I realize that it is up to each hotel to decide which suites are eligible for upgrades, but on a “bigger picture” level, every Starwood hotel should do whatever is reasonably possible in order to make Platinum guests feel like they are being taken care of. For me, being denied a junior suite does not give me this feeling.

I completely disagree. If you know that only select standard suites are available to upgrade and a hotel has "x" number of those suites, then the rules are the rules. Granted at some properties were a person might be a regular, then a property might upgrade you to a better room/suite.

If you want a suite, book it.

I completely disagree. If you know that only select standard suites are available to upgrade and a hotel has "x" number of those suites, then the rules are the rules. Granted at some properties were a person might be a regular, then a property might upgrade you to a better room/suite.

If you want a suite, book it.

Disagree all you want, you asked me a question and I gave you my answer. ;)

Like many others, I have spent hundreds of thousands of dollars on accomodations with *wood, thereby earning my Plat status. It isn't some benefit that was bestowed upon me without me having to earn it and in return, I expect to receive the benefits whenever reasonably possible. I have had experiences ranging from effectively being downgraded from what I had booked all the way to receiving Presidential and Extreme Wow Suites, some of which have rack rates of $5K/nt plus. I make no apologies for being vocal about my expectations. :D

I expect to receive the benefits whenever reasonably possible. I make no apologies for being vocal about my expectations. :D

tjk -- just to be sure we're all on the same page here (and talking about the same things), CheapElite is correct on all points. Did you really mean to say in your earlier post that you are "entitled to the BEST available room or suite" when you check in? If so, that expectation is outside of the standards set by the SPG program.

In my experience, this has rarely been a problem for me; but occasionally it has kept me from getting a suite. However, I consider it completely reasonable that a hotel owner would reserve the right not to offer a 2200 ft sq Presidential Suite as an upgrade to a Platinum member on a standard room rate.

This has always been the rule and you won't find much squabbling about it here. The squabbling associated with this issue tend to be in hotels like the Resort at Singer Island that chooses not to upgrade ANY Plat members since they note that all rooms on site are de facto suites. To me, that seems to not follow the general spirit of the SPG program and that's why I get miffed about that hotel. At the least, there should be a policy of making an effort to give Plats best view rooms, preferential locations, etc.

Anyway, back to the core issue of standard select suites. Regardless of what any of our opinions on the matter are, rules and rules and the rules have long made it very clear that SPG Platinum guests are not entitled to upgrade into suites above the standard select level.

You and I have been lucky many times in the past when hotels have opted to do so anyway, but to demand it or expect it is sure to set you up for frustration and stress.

tjk -- just to be sure we're all on the same page here (and talking about the same things), CheapElite is correct on all points. Did you really mean to say in your earlier post that you are "entitled to the BEST available room or suite" when you check in? If so, that expectation is outside of the standards set by the SPG program.

The last thing I want to do is cause undue stress among my fellow FT'ers, so to clarify any possible confusion, my comment about my "expectation" is that I expect Starwood hotels to live up to their promise to Plat guests whenever reasonably possible (notice that I used that language in all of my previous posts on this topic). "Our Best Rooms. Expect automatic upgrades at check-in, including Select Standard Suites" ^ When a suite is available and I can't have it, it bothers me. If CheapElite and others take a more passive approach, that's cool, but I'm probably more demanding than some (maybe than most). ;)

PS - I have never demanded outrageous upgrades such as to a Presidential Suite and I have always been happily surprised to receive such exceptional upgrades on those occasions when I have. I'm referring more to being denied a 500 sq. ft. 2 room suite when a 400 sq. ft. king room at a healthy rate was booked.

I completely disagree. If you know that only select standard suites are available to upgrade and a hotel has "x" number of those suites, then the rules are the rules. Granted at some properties were a person might be a regular, then a property might upgrade you to a better room/suite.

If you want a suite, book it.

No.... The purpose of the SPG rules in terms of upgrades is so that a property does not have to give out its best suites as they may require too much cleaning or maintenance. Starwood corporate expects its hotels to do what is right for its guests. Lets take for example the Westin Diplomat. They have 100 suites, most of which have an ocean or a "premium" view. According to the program they dont have to upgrade to these suites. But they do. Time and time again. ( I have 35 stays at the westin diplomat to date.) And do you know why I continue to go to this property? Because they understand the purpose of the SPG program and elevate the platinum members to a "VIP" status and give them the treatment that they have earned by being devoted and staying 25+ times per year. Not because the terms and conditions of SPG tell them they had too.

IMO Hotels that hide behind the SPG t&C are just hurting themselves. If a suite goes empty because it is not a "select standard suite" what happens?

1- the hotel recieves no increased revenue for the suite.
2- the platinum member pays and receives his regular room at regular price.
3- On a future trip, the platinum members may chose another starwood or non-startwood property based on price, location, etc.
4- the platinum member has a mediocre stay and may or may not return again.

or... If the hotel upgrades the platinum.

1- the hotel still recieves no increased revenue for the suite.

BUT:
2- the platinum member recieves the upgrade suite that he expects.
3 -On a future trip. the platinum will more than likely choose the same property as they enjoyed the suite that they had been upgraded to.
4- the platinum enjoys the trip, tells others about it, and more people travel to the property ultimately leading to increased revenue.

IMO Hotels that hide behind the SPG t&C are just hurting themselves. If a suite goes empty because it is not a "select standard suite" what happens?

1- the hotel recieves no increased revenue for the suite.
2- the platinum member pays and receives his regular room at regular price.
3- On a future trip, the platinum members may chose another starwood or non-startwood property based on price, location, etc.
4- the platinum member has a mediocre stay and may or may not return again.

or... If the hotel upgrades the platinum.

1- the hotel still recieves no increased revenue for the suite.

BUT:
2- the platinum member recieves the upgrade suite that he expects.
3 -On a future trip. the platinum will more than likely choose the same property as they enjoyed the suite that they had been upgraded to.
4- the platinum enjoys the trip, tells others about it, and more people travel to the property ultimately leading to increased revenue.



Extremely well put. Your post captures my sentiments perfectly. ^ Amen.

Does anyone know what type of information they can see?

SPG Points Balance?
Number of nights/stays total?
Number of nights/stats at that hotel?

Anything else?

Additionally, what criteria is used to determine upgrade? Does SPG point balance trump the cost of the room?

They can see your future reservations--at least at that hotel. I have been told things like, "I see you'll be staying with us a few more times this year."

but I'm probably more demanding than some (maybe than most). ;)

Someone with a similar attitude checked in ahead of me recently. He was demanding an upgrade to the point that I felt he was being rude. He wanted something, anything, other than the standard room he booked. He could, and I quote, "physically prove" that some rooms are better than others. He got upgraded to the SPG floor, but in the room type he reserved and paid for. That actually shut him up. I guess it's the feeling of being better than other people that did it for him.

I was friendly and polite, as I always try to be. I got a 'real' upgrade. Karma is great when it works so quickly :D

The benefits of SPG status can be great. I, along with some of the people I have travelled with, have some fantastic memories about the positive sides of being Platinum. With that said, if I was going to blow a fuse because I didn't get a suite each and every time I travelled, then I'd be paying for suites.

Life is too short as it is. Hotel room upgrades are definitely not worth getting all hot and bothered about. After all, it's not like the beds are any different.

Someone with a similar attitude checked in ahead of me recently. He was demanding an upgrade to the point that I felt he was being rude.

What makes you think I am ever rude? :)

I'm pretty sure some of my better upgrades were the result of my friendly approach. :p

Not taking no lying down and being rude are two very different things.

I have spent hundreds of thousands of dollars on accomodations with *wood, thereby earning my Plat status.

Wow. I am impressed.

I am not that big spender. However, I have rarely used a 4P (three times in my life) or a Sheraton (once a year) but only Westins, LCs or St. Regis. I have 40 stays a year but I do not even spend "tenths of thousands of dollars". Maybe it is 30.000 Dollars (given the exchange rate from real money).

And I know several guys getting Platinum from spending maybe 5.000 Dollars or less a year. 1.300 can be enough, too. So please guys. Do not take yourself too important ad do not claim the Presidential Suite at the St. Regis based on an award stay and a 13-4P-stays-double-stay-promotion a year earning history.

What makes you think I am ever rude? :)

For starters, the word "demanding" has rather negative connotations.

Front desk clerks do see full credit card numbers in their systems, billing addresses and comments placed by previous agents but the comments are getting rare nowadays.

Thanks jottoson & tjk1976, I appreciated your comments and agree properties should take the larger view and spirit of the SPG program.

Wow. I am impressed.


:rolleyes:

Lets take for example the Westin Diplomat. They have 100 suites, most of which have an ocean or a "premium" view. According to the program they dont have to upgrade to these suites. But they do. Time and time again. ( I have 35 stays at the westin diplomat to date.) And do you know why I continue to go to this property? Because they understand the purpose of the SPG program and elevate the platinum members to a "VIP" status and give them the treatment that they have earned by being devoted and staying 25+ times per year. Not because the terms and conditions of SPG tell them they had too.

I couldn't agree more. I am a regular at the W Seattle (2-3 times a month) and they always upgrade me, often to one of their (non standard) Wow suites. I suspect though it is more to do with my stay frequency than my Plat status because I started to get these upgrades once they worked out I was to be a regular customer.

Either way I am always delighted to receive these upgrades, I tell everyone what a fantastic hotel the W is in Seattle and I feel like an ambassador for the property.

They retain my business 100% of the time and I tell people, now that sounds like a smart investment on their part to me.

And do you know why I continue to go to this property? Because they understand the purpose of the SPG program and elevate the platinum members to a "VIP" status and give them the treatment that they have earned by being devoted and staying 25+ times per year. Not because the terms and conditions of SPG tell them they had too.

IMO Hotels that hide behind the SPG t&C are just hurting themselves.

This is an excellent post. I was about to type something similar in response to the thread about the exceptions to the program for Resort/Conference sites. My understanding is that the properties have a procedure by which they request such status from Starwood in order to avoid responsibility for 4pm checkout, etc. But I think that many owners/management companies request that status without understanding and/or appreciating the consequences. IF they have annual 90%+ occupancy due to their location (a *real* resort or conference hotel) then they don't need Platinums. And it makes sense to request the exemption from the program. But if they only have annual 70% occupancy, then they *might* be making a mistake, because they might be losing genuine revenue, even though their internal "pro forma" says they have some cost savings on housekeeping staff, etc.

For example, some hotels (Bonaventure in LA) have apparently found that treating Platinums well (real suite upgrades, free breakfast, free wireless) has helped them enhance their room revenues during tough times, even though they have huge conferences many times during the year. I bet that 25% of the hotels on the resort/conference list are making a financial error by failing to "join" the program.

For the one thousandth time, just because a suite is available that does not mean it is a SELECT STANDARD suite.

Glad to see that roughly one-third of your posts are used for the purposes of emphasizing that which I already recognized in my post.

If I didn't understand the curious paradigm of Suite classifications, would I have written this in my post?

"There are some guests who will always complain, but all I ask for is a modicum of transparency e.g. what is classified as a Specialty Suite versus a Standard?"

When I checked in tonight I asked about the abbreviations (several) at the bottom of my checkin form.
I was told, one by one, they related to my bed preference (King),UNICEF charge,Platinum status, Newspaper preference and a few more including one the front desk person did not know.

When I checked in tonight I asked about the abbreviations (several) at the bottom of my checkin form.
I was told, one by one, they related to my bed preference (King),UNICEF charge,Platinum status, Newspaper preference and a few more including one the front desk person did not know.

Sorry what is a check-in form? Are you referring to the sheet you sign when you check into an European *wood property?

what is classified as a Specialty Suite versus a Standard?
From the Platinum amenities page on spg.com:
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded.

I wonder if your upgrade chances might increase if you have several upcoming reservations during the year?

They can see your future reservations--at least at that hotel. I have been told things like, "I see you'll be staying with us a few more times this year."

From the Platinum amenities page on spg.com:
Which makes it all the better when I get one of those suites.

Sorry what is a check-in form? Are you referring to the sheet you sign when you check into an European *wood property?

It would be the form properties use to collate your check-in details, including passport information of both yourself and your travel mate. It should reflect your room rates as well but the structure of the form might vary from property to property, brand to brand and does not limit to any region in the world.

William may correct me at any time.

apguest.forum@starwoodhotels.com

Back to the subject:
ME (at the Westin Warsaw): Good morning, checking in
FRONT DESK: Good morning Sir, welcome to the Westin
ME (lying): It's good to be back (My last stay was a bitter fight with Management, but I really really hate the Bristol and the Sheraton is well... a Sheraton, so back to the Westin)
FRONT DESK (looking at the screen): Thank you Sir. Oh, I see you're a returning guest. OOH, OK. Hmmmm, please excuse me Sir, just a moment.
ME: Please, I know that I am a difficult guest. But it's good to be back nonetheless!
Result: Upgrade to suite from the FD manager, after some uncomfortable fidgeting with the keyboard, some stern looks and a lot of Polish.

THEY KNOW.
THEY KEEP TRACK.
So: be nice :)

How did they know...when I have not stayed at this Hotel before today (W Hotel-Lakeshore).... that I like a good drop of red?
It was waiting for me in my Marvellous Suite;)
It will not be wasted !!

Checked into the Westin Sydney this week...
"I see you are hoarding points!?"
Since when is my points balance a reason for flippancy?

Checked into the Westin Sydney this week...
"I see you are hoarding points!?"
Since when is my points balance a reason for flippancy?

Oh come on, lighten up. The clerk was right, correct?

Oh come on, lighten up. The clerk was right, correct?

You might think that,you might very well think that.I could not possibly comment;):p:p;)
She also said to me you have been upgraded to an Exec suite....I pointed out to her that I had booked an Exec suite:D

So what exactly are select standard suites? Doesn't this just become a shell game for properties then that can very narrowly define these rooms?

Actually, how does using points factor into the upgrade 'attractiveness' for a hotel? As in if I use 12000 pts/night at a property vs. another plat paying $150 or $200 for the same standard room, are we treated as equals and on a first come first serve basis?

So what exactly are select standard suites? Doesn't this just become a shell game for properties then that can very narrowly define these rooms?

Some, definitely. Others ignore the silly distinction and upgrade Platinum members to some of the best suites in the house.

You just have to know which is which. (And a good portion of this forum is devoted to exactly that.)

Excellent first post!!!

Thanks for the insights.

RE Huge fits: I think that while there are varying degrees of hissy fits from Platinums regarding upgrades, the only time I have issue is when there are clearly still suites available and yet management refuses to provide this benefit. This is also notwithstanding the fact that it may be pre-blocked for another Platinum. If you peruse the *wood threads, the consistent culprits of non-compliance become obvious (there may be worse, but the Houston St. Regis and, in my experience the Westin St. Francis come to mind). OTOH, properties like the Westin Bonaventure and the LAX Sheraton consistently adhere to the program and actually apologize when they are not able to provide a meaningful upgrade.

There are some guests who will always complain, but all I ask for is a modicum of transparency e.g. what is classified as a Specialty Suite versus a Standard?

Anyway...I look forward to your contributions to the board...


That's odd. The many times I stayed there, I almost always was upgraded. they always put me on the Astair (sp?) floor and I would have a suite and a butler! Felt a little creepy when he was ask me if I wanted a bath drawn?

Felt a little creepy when he was ask me if I wanted a bath drawn?

Ahhh, well that explains your upgrade, you're cute :D

I have a related question, for which this thread seems as good as starting a new one.

When booking a suite as an award, what are the rules?
1) Can they put you into the lowest category if they wish? Can they get away with putting you in a junior suite?
2) Are they obliged to put your in the premium-type suites if available?

I recently stayed at the Sheraton Sana'a, and booked suites for 3 of my 4 nights (I did so when it was a cat 1, and thus a trivial extra number of points). When I checked in, I was told something to the effect that I was given a junior suite. On my last night, I point-blank asked for the best possible suite they had, and what they gave me was the exact same type of suite, only on a newly refurbished floor.

As I was only Gold, I suppose the extra points made a difference. But a Plat would have presumably little motivation to book a suite at a hotel that doesn't sell them out, if they would wind up with the exact same type of suite that they could get by being upgraded from a normal room.

I have a related question, for which this thread seems as good as starting a new one.

When booking a suite as an award, what are the rules?
1) Can they put you into the lowest category if they wish? Can they get away with putting you in a junior suite?
2) Are they obliged to put your in the premium-type suites if available?

I recently stayed at the Sheraton Sana'a, and booked suites for 3 of my 4 nights (I did so when it was a cat 1, and thus a trivial extra number of points). When I checked in, I was told something to the effect that I was given a junior suite. On my last night, I point-blank asked for the best possible suite they had, and what they gave me was the exact same type of suite, only on a newly refurbished floor.

As I was only Gold, I suppose the extra points made a difference. But a Plat would have presumably little motivation to book a suite at a hotel that doesn't sell them out, if they would wind up with the exact same type of suite that they could get by being upgraded from a normal room.

The T&Cs for Plat upgrades is the best available room at check in including select suites. I would say this applies regardless of the type of room you book. Of course some hotels might be generous and go above and beyond if you initially book a suite but there is no obligation to do so. Maybe the suite you booked was classed as a junior suite.

Recently I used points to book a suite for an upcoming stay. As a Plat, I may have been upgraded to the suite without the extra points, but on this stay I don't want to take the gamble. I don't expect they will upgrade me any further, in fact I will be surprised if they do. I do know I will get a suite and it seems good value for the amount of points paid.

ME : Good afternoon, I would like to check in please. The surname is XXXXXX
FD (smiling and reading off the screen): Welcome back Delightful Lady , we missed you :eek::eek:

They keep notes,so watch out;):p
They read FlyerTalk.

I have a related question, for which this thread seems as good as starting a new one.

When booking a suite as an award, what are the rules?
1) Can they put you into the lowest category if they wish? Can they get away with putting you in a junior suite?
2) Are they obliged to put your in the premium-type suites if available?

I recently stayed at the Sheraton Sana'a, and booked suites for 3 of my 4 nights (I did so when it was a cat 1, and thus a trivial extra number of points). When I checked in, I was told something to the effect that I was given a junior suite. On my last night, I point-blank asked for the best possible suite they had, and what they gave me was the exact same type of suite, only on a newly refurbished floor.

As I was only Gold, I suppose the extra points made a difference. But a Plat would have presumably little motivation to book a suite at a hotel that doesn't sell them out, if they would wind up with the exact same type of suite that they could get by being upgraded from a normal room.


Every property has a specific suite category that they will book you into for points (if they are willing to do that at all, which most are.)

This is an area where you can realize outstanding value for SPG points spent in certain properties, or receive appallingly bad value in others.

For example: At the Westin Palace in Madrid, for an extra 2500 pts per night, they will book you into a "junior" suite which is double the size of a standard room and in most respects a "real" suite. Fantastic value, and I can't imagine not doing that now that I know the possibility exists. At the Westin Copley Place in Boston, on the other hand, for 12000 EXTRA points, they will book you into a junior suite which is only about 100 sq feet larger than the standard rooms. Furthermore, they have over 100 of these "suites," they are nothing special, and you are likely to get one as a Plat upgrade anyway.

Luckily, if you call the Plat concierge they will be able to tell you which room type you will get booked into if you are willing to pay extra points for a suite. Call them, ask, and decide accordingly.

I just returned from a 2 week stay in China. At 3 of the properties I stayed at my point balance was either mentioned at check in or on my "greetings" letter within my room, along with a list of "instant awards" I could use my points for.

When I checked in for a stay using Free Weekend Night awards, the "Welcome Desk" clerk (it was a W) actually wrote my Starpoint balance on my keyholder.

I'm not sure if this is a new thing, something to do with W's StarGuest (http://www.flyertalk.com/forum/starwood-preferred-guest/821922-personal-files-spg-guests.html) tracking system, or just a slight misinterpretation of a policy like “on an award stay, write the number of Starpoints instead of the rate”. In any case, the hotel definitely had access to my Starpoints balance. Which makes sense if they offer Instant Awards.

(I also had this happen at a Holiday Inn once, with IHG's version of points, on a paid stay. Maybe it's a new hospitality industry fad?)

The back of the keyholder had this information about StarGuest (http://www.flyertalk.com/forum/starwood-preferred-guest/790047-lurker-can-you-tell-us-more-about-starguest-system.html):

We want you to feel at home at W Hotels, and for each stay to be more wonderful than the last. To help do this, W has created the StarGuest Recognition system. How it works is simple. Whenever we learn what you want and when you want it, with your consent we may make note of it. Our goal is to personalize your future visits.

Of course, if you would prefer us not to collect your preferences, simply inform us when we tell you about the program, or inform the Welcome Desk at any time. We do encourage you to share your preferences however. With your help, we can better anticipate your needs and make your W Hotel experiences special.

If you would like information on W Hotel's privacy practices, you may view our privacy statement at www.starwoodhotels.com, or call our privacy information line at 1-877-782-0071.

ME : Good afternoon, I would like to check in please. The surname is XXXXXX
FD (smiling and reading off the screen): Welcome back Delightful Lady , we missed you :eek::eek:

They keep notes,so watch out;):p
They read FlyerTalk.

Yes, and *W keeps a database of FT handles, real names and SPG numbers.

Yes, and *W keeps a database of FT handles, real names and SPG numbers.
And how would they know that info if you do not disclose your real name and SPG # on FT?

And how would they know that info if you do not disclose your real name and SPG # on FT?

over your head ;)

And how would they know that info if you do not disclose your real name and SPG # on FT?

Of course you need to disclose it. By joining the SPG advisory community, by asking on of the lurkers for help or by whatever else you do to disclose your identity.

over your head ;)
Nice death note reference. :cool:

usually everything from the shoulders and up.

The W MPLS knew it was my birthday for a stay this weekend (before presenting a driver's license at the Welcome Desk). I do not recall making a note of it on the reservation, either. Blew me away.

Oh, and got a nice suite upgrade too :p

Nice death note reference. :cool:

That is so cool... so who is "L" over here...

apguest.forum@starwoodhotels.com

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd

Actually, how does using points factor into the upgrade 'attractiveness' for a hotel? As in if I use 12000 pts/night at a property vs. another plat paying $150 or $200 for the same standard room, are we treated as equals and on a first come first serve basis?
The best upgrades I have ever received were on points or free nights.

Cheers,