Starwood Preferred Guest - Booking suites on-line?

I've new to SPG (mostly stayed in Marriotts and Hilton), and one really strange thing I've noticed is that most of the SPG hotels won't let me book the nicer suites on-line, I'll have to call or e-mail them to even find out what the price is.

Could someone explain to me why this is? Inconveniencing high revenue customers seems bizarre to me. Do they expect that no one will ever pay for them and expect to fill them with free upgrades of elites?

in my case, if i want to view suite prices online i just click on sort prices high -low on the property rate page.

welcome to SPG:)

I just can't seem to get it. Just to pick one hotel I've failed at here,

The Westin Peachtree in Atlanta


This webpage

https://www.starwoodhotels.com/preferredguest/property/rooms/index.html?propertyID=1023

say the hotel has 40 suites with a separate sitting area. Great, that's exactly what I'd like.

I enter a single day for the date range on the left (way way out in the future just for testing), and then click on "Book now" shown on the left. I'm giving lots of choices, and I click on Sort rates "High-low". The most expensive room is listed as "Traditional Non Smoking". No suites are listed. No matter what dates I try with this hotel, no suites are listed. Indeed, most of the Starwoods hotels appear to be like this.

Is there some preference I can set someplace to let the website show me suites?

I just can't seem to get it. Just to pick one hotel I've failed at here,

The Westin Peachtree in Atlanta


This webpage

https://www.starwoodhotels.com/preferredguest/property/rooms/index.html?propertyID=1023

say the hotel has 40 suites with a separate sitting area. Great, that's exactly what I'd like.

I enter a single day for the date range on the left (way way out in the future just for testing), and then click on "Book now" shown on the left. I'm giving lots of choices, and I click on Sort rates "High-low". The most expensive room is listed as "Traditional Non Smoking". No suites are listed. No matter what dates I try with this hotel, no suites are listed. Indeed, most of the Starwoods hotels appear to be like this.

Is there some preference I can set someplace to let the website show me suites?

You have to change the bed preference.

You have to change the bed preference.

Ah, I see that now, it offers "suites" as a selection item there! Great!

Now the problem is that no matter what dates I put in, if I have selected "suites" as my bed preference, it says "We are sorry, but your bed type preference is unavailable on the dates you selected." and gives me the exact same choice of rooms that the website listed previously...

if I have selected "suites" as my bed preference, it says "We are sorry, but your bed type preference is unavailable on the dates you selected."
I get that same message when I select King, even though the initial list includes a bunch of King rooms.

It used to be (and perhaps still is) a logistical issue. Let's say that the Westin Peachtree has 40 suites:
* 25 Master Suites
* 10 Executive Suites
* 4 Governor Suites
* 1 Presidential Suite
(This is all totally hypothetical, of course.)

Now, for a given week, let's say that the Governor Suites (GS) are reserved as follows:
GS #1: Occupied Tuesday, Thursday & Friday
GS #2: Occupied Monday, Tuesday & Wednesday
GS #3: Occupied Monday, Wednesday & Thursday
GS #4: Occupied Monday, Tuesday, Wednesday, Thursday & Friday

Now if you go on-line and say that you want a Governor Suite for 5 nights (arriving Monday), the computer system will look and see and see that a GS is available on every night of the week. (Most systems do not look at specific rooms, but rather room categories to see if they are available for sale on given nights.)
Monday: GS1 is available
Tuesday: GS3 is available
Wednesday: GS1 is available
Thursday: GS2 is available
Friday: GS2 & GS3 is available
So in this case, you'd be allowed to book a 5-night stay, despite the fact that you'd have to jump between suites during your stay.

If there are enough suites in a specific category, some hotels will allow them to be booked on-line, figuring that they can juggle the room assignments around. However, when there are only a few suites to choose from, then hotels will often require a call directly to the sales office or in-house reservations to confirm availability and make a reservation. No on-line bookings allowed. Often times hotels will block their suite inventory from central reservations for the same reason.

It used to be (and perhaps still is) a logistical issue. Let's say that the Westin Peachtree has 40 suites:
* 25 Master Suites
* 10 Executive Suites
* 4 Governor Suites
* 1 Presidential Suite
(This is all totally hypothetical, of course.)

Now, for a given week, let's say that the Governor Suites (GS) are reserved as follows:
GS #1: Occupied Tuesday, Thursday & Friday
GS #2: Occupied Monday, Tuesday & Wednesday
GS #3: Occupied Monday, Wednesday & Thursday
GS #4: Occupied Monday, Tuesday, Wednesday, Thursday & Friday

Now if you go on-line and say that you want a Governor Suite for 5 nights (arriving Monday), the computer system will look and see and see that a GS is available on every night of the week. (Most systems do not look at specific rooms, but rather room categories to see if they are available for sale on given nights.)
Monday: GS1 is available
Tuesday: GS3 is available
Wednesday: GS1 is available
Thursday: GS2 is available
Friday: GS2 & GS3 is available
So in this case, you'd be allowed to book a 5-night stay, despite the fact that you'd have to jump between suites during your stay.

If there are enough suites in a specific category, some hotels will allow them to be booked on-line, figuring that they can juggle the room assignments around. However, when there are only a few suites to choose from, then hotels will often require a call directly to the sales office or in-house reservations to confirm availability and make a reservation. No on-line bookings allowed. Often times hotels will block their suite inventory from central reservations for the same reason.

Maybe they dont or have not loaded suites into their individual systems?

Maybe the Lurkers (hint, hint) can shed some light?

Maybe they dont or have not loaded suites into their individual systems?

Maybe the Lurkers (hint, hint) can shed some light?

Hi CE,

Sure. Let me write to my colleagues to find out.

But I have a feeling that the property has requested that all suite bookings to be made directly with them.

Just returned from my military duties so let me get used to this...

apguest.forum@starwoodhotels.com

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

Hi all,

As mentioned yesterday, the property has restricted booking of suites to be carried out directly with them.

Therefore, please contact the property directly.

apguest.forum@starwoodhotels.com

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

Does this mean there is no way to earn Starpoints when booking a suite?

Bookings made directly with a hotel usually don't earn Starpoints.

Does this mean there is no way to earn Starpoints when booking a suite?

Bookings made directly with a hotel usually don't earn Starpoints.

For hotels located outside of Asia Pacific, an “Eligible Rate” is the rate you pay for your room, but excludes: pre-paid rooms where the booking is made by an agent or third party and you pay for that booking directly to such third party, such as tour operators, and pre-paid channels, including, but not limited to priceline.com, expedia.com, hotels.com, hrn.com, hotwire.com, lastminute.com, site59.com, orbitz.com, travelocity.com, cheaptickets.com, quickbook.com, travelweb.com, lodging.com, yahootravel.com, and travel.msn.com.

Therefore, as long as you are paying for the suite at an eligible rate it should be eligible for credit.

apguest.forum@starwoodhotels.com

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

I have been doing quite a lot of work for a pharmaceuticals company recently, and I find that when I use the SET code they have given me, suddenly, loads of suites appear on the available rooms list, though, when I do the search without this, with no special rate plan or no promo code, etc. included, so just a pure search, no suite appears. I have found this at every property I have needed to book with this contract - I don't know if it's just a peculiarity of those specific hotels or not as I have not tried it out for other places.

Hi all,

As mentioned yesterday, the property has restricted booking of suites to be carried out directly with them.

Therefore, please contact the property directly.

apguest.forum@starwoodhotels.com

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

Actually, in cases like this, I book on-line with Marriott or Hilton. Hotel's that restrict their suites to no on-line booking lose my business.

I use points to book my Starwood rooms and have the same problem... suites don't show up online.

I just call and deal with the agent on the phone...

It would be great to book these online! Norton


Hi all,

As mentioned yesterday, the property has restricted booking of suites to be carried out directly with them.

Therefore, please contact the property directly.

apguest.forum@starwoodhotels.com

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

I use points to book my Starwood rooms and have the same problem... suites don't show up online.

I just call and deal with the agent on the phone...

It would be great to book these online! Norton

I find the complete opposite. Many times, you need to change the bed type to see suites. Also, changing how the rate types are listed helps. In the past when I've done this, I can see if suites are available. I'm in no way saying this is true for every hotel I research, but to say "suites don't show up online" is untrue.

I find the complete opposite. Many times, you need to change the bed type to see suites. Also, changing how the rate types are listed helps. In the past when I've done this, I can see if suites are available. I'm in no way saying this is true for every hotel I research, but to say "suites don't show up online" is untrue.

Then let's try "getting suites to show up on-line can be extremely frustrating"

Shantanu's comment about his SET code got me thinking, so I searched and found a couple of SET codes on-line. Lo and behold, lots of suites show up when using them. The problem then becomes I am in no way entitled to use those SET codes, and I try not to knowingly violate rules.

That got me to think that perhaps some other booking codes would show suites. I tried the "Automobile Association" rate preference, and most suites show up! It doesn't work at every hotel, but it appears to work at most of them. I'm now a proud member of AAA (I had been previously, but had lapsed), so I am entitled to use the rates.

I now have $20,000 of upcoming stays with Starwoods.:D All of them are in suites.:D:D

I just tested this using points for the NYC St Regis, which is how I book all my Starwood rooms.

The reservation page offered 3 options of 'regular room' types, but no suites. And the bedding button would not function...

I think most of these properties prefer to hold back their suites on points... JH

I find the complete opposite. Many times, you need to change the bed type to see suites. Also, changing how the rate types are listed helps. In the past when I've done this, I can see if suites are available. I'm in no way saying this is true for every hotel I research, but to say "suites don't show up online" is untrue.

I just tested this using points for the NYC St Regis, which is how I book all my Starwood rooms.

The reservation page offered 3 options of 'regular room' types, but no suites. And the bedding button would not function...

I think most of these properties prefer to hold back their suites on points... JH

Dearest Norton26,

Greetings.

Currently, or since many many years ago, redemption of non-standard rooms using points are only available by calling up Platinum Concierge or SPG.

apguest.forum@starwoodhotels.com

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

Dear SL II,

I understand and was posting for other FT readers... I have had good success with SW phone reps on these requests.

Many thanks for the feedback and confirmation... N

Dearest Norton26,

Greetings.

Currently, or since many many years ago, redemption of non-standard rooms using points are only available by calling up Platinum Concierge or SPG.

apguest.forum@starwoodhotels.com

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