Starwood Preferred Guest - Details of Reservations upgraded/altered by hotel now showing on SPG.COM!

Since yesterday I have been able to view details of ALL my reservations, including those which have been upgraded/altered directly by each hotel. Up until yesterday this was not possible online! I hope this is a permanent feature, as it was very annoying having to ring central reservations to check on reservations that had been "taken over" by respective hotels!

Hmm. Not for me. I just noticed today that the error message is showing when I view tomorrow's stay at the Diplomat. Which obviously I hope is an upgrade, rather than a real error message.

Yeah for me it has been hit and miss the past couple of years, sometimes I can see that reservation, including the room type I have been updated to... other times not.

Looks like a false alarm. Maybe this is a one time situation unique to the OP.

I think that this would largely depend on which in-house software system each hotel uses.

I think that this would largely depend on which in-house software system each hotel uses.

I was thinking the same thing. I have yet to see any "changes" on any reservation I've booked, which is why I said, "unique".

I was thinking the same thing. I have yet to see any "changes" on any reservation I've booked, which is why I said, "unique".

Many of the European hotels show upgrades via SPG.com, however I've found that for stays in Asia or N.America, the reservations tend to disappear when the hotel makes a change.

As you say, appears to be no change to the SPG.com functionality. Possibly a change in properties for the OP on a forthcoming trip?

Looks like a false alarm. Maybe this is a one time situation unique to the OP.

No, not unique to the OP. I had the same yesterday. I could even see the detail of my past stays including the upgrades I received.

As of today it's back the way it was before..:td:

In my experience it varies by hotel.

So add 1 for the 'depends on hotel software theory".

I've been able to see upgrades prior to arrival on SPG.com via looking at my reservation - but only for specific hotels.

Example, the Sheraton Great Valley. I could often check one or two days prior to arrival and see that I'd been upgraded to a junior suite.

I have logged on today and all my amended reservations are again not viewable!:mad: There were definately 10 different reservations that were "taken over" by the hotel that I could view online yesterday- all blocked again today. I am guessing SPG is trialling new software- hopefully it will become a permanent feature in the near future!!!

In my experience it varies by hotel.

So add 1 for the 'depends on hotel software theory".

+2 (plus, I've been told this several times over several years by several different CSRs)

Hold on.

Last week when I made over the phone upgrades to my reservations (using points) - the reservations dropped off 'My Stays' on SPG.com that were originally made on-line - when I inquired why to Starwood Lurker (another thread) he pointed me to text that states that for phone reservations do not show up on 'My Stays'.

But... I just went onto SPG.com - and not only are these stays listed, in 'My Stays' - but upcoming stays I have via SVO (Starwood Vacation Ownership) - not SPG - are also showing up!

I like this feature - since I like to keep my records in one place.

I hope it sticks.

and now - they do not show... (only the reservations I made on-line) - very strange - there one minute and gone the next.

I have logged on today and all my amended reservations are again not viewable!:mad: There were definately 10 different reservations that were "taken over" by the hotel that I could view online yesterday- all blocked again today. I am guessing SPG is trialling new software- hopefully it will become a permanent feature in the near future!!!

and now - they do not show... (only the reservations I made on-line) - very strange - there one minute and gone the next.

Suuuuuuuuuuuuuuure.

I think you folks should lay of the sauce. :eek: :D :p :D :eek:

Just looked up my reservation for 3/19 in Vietnam and it shows my suite upgrade (upgrade has been listed for at least the last 7 days). However when I look up my SPG50 reservation in Thailand that I made via the Platinum Concierge, it doesn't show the details??

Suuuuuuuuuuuuuuure.

I think you folks should lay of the sauce. :eek: :D :p :D :eek:

I wish I were on the sauce (esp if it is Trinidad Charlie's - and I am on St John)... but seriously - very very strange.

Based on this thread I went to 'My Stays' and to my surprise everything was listed (SPG on-line reservations {2 stays}, SPG phone reservations {3 stays}, and even my upcoming SVO/Timeshare reservations {5 weeks}) with dates and confirmation numbers. I reported this on TUG (Timeshare Users Group) and went back to SPG.com - and only my on-line SPG reservations showed on 'My Stays' (as discussed with William in another thread).

So... go figure. If they are beta testing this - then I am all for it - I would like to have my stays listed in one location.

I'm seeing everything I have booked directly with a hotel, or with points over the phone that were not there before.

I hope this is the new "norm".

To all the doubters check your upgraded/amended reservations now on SPG com- All reservations are showing up again.

I note that my upcoming reservation for the Le Meridien Versailles in Montreal on Thursday night is showing the "we're sorry the system is temporarily unavailable" message that I am so familiar with.

My next two for the Sheraton Ottawa, and the Westin Ottawa are still showing my original bookings, and the last for the W in Montreal on Sunday is already showing my upgrade to a Fantastic Suite! Which is fantastic, because my wife loves that deep deep tub!

d.

To all the doubters check your upgraded/amended reservations now on SPG com- All reservations are showing up again.

Nope, nothing. However, last week, it temporarily all showed up:

#1 One reservation made over the phone through call center with points confirmed upgrade, 5th night off

#2 One C&P reservation made online but upgraded by the hotel in advance of check-in. This hotel is the same as #1

#3 A different hotel stay booked via the call center, Category 7 + Suite Upgrade and complicated award code which never showed up on SPG.com before

That's why I don't buy the different hotel software theory. Because it used to be only reservation #2 would show up but I can't see the details as it will give me an error message due to the upgrade performed by hotel. Before the hotel did the upgrade, I can see the details no problem, so clearly the manual change by hotel is the reason for the error message. I know the upgrade was confirmed, because I had SPG sent me an e-mail confirmation stating so, which reflected the new room type. Given that #1 is the same hotel as #2, the hotel software theory just doesn't make sense. Then sometimes last week, #1 and #3 all showed up. Better still, I can now see the details of all 3 reservations (i.e. the type of room, including upgrades, whether using points or free upgrade done by the hotel). But it appears that system has some issues as it incorrectly stated the amount of SPG points spent for the reservations, for all 3 of them.

But now, it's all gone again. That window lasted maybe 24 hours or so, that's it.

Is it possible SPG.com is testing this new functionality and they are not ready to roll it out just yet? Hence, some people are seeing it and some don't at various times?

I believe William has mentioned this before. If properties are on the newer reservations system, any changes they make (ie: upgrades) will show on spg.bomb, but the older hotels are a nope.

I believe William has mentioned this before. If properties are on the newer reservations system, any changes they make (ie: upgrades) will show on spg.bomb, but the older hotels are a nope.

There is more going on here than older/newer reservation systems for these reservations showing up. Reservations that do not normally show up on 'My Stays' are sporatically showing up. Even stranger - reservations made thru SVO (starwood Vacation Ownership - aka Timeshares) also showed up. I saw these twice yesterday - and copied/pasted the page (as evidence) and sent to William. He was checking with the web gurus.

There is more going on here than older/newer reservation systems for these reservations showing up. Reservations that do not normally show up on 'My Stays' are sporatically showing up. Even stranger - reservations made thru SVO (starwood Vacation Ownership - aka Timeshares) also showed up. I saw these twice yesterday - and copied/pasted the page (as evidence) and sent to William. He was checking with the web gurus.

That makes sense, the new/old software theory just doesn't make sense re: what's happening in the last week or so. The software issue won't make a certain property's reservation to suddenly show up and then disappear 24 hours later.

I think itsaboutthejourney means, which software system a property is using, instead of newer software.

But then again, when it comes to software programing and travel company's internet sites, who the hell knows! :mad:

Let's call this the conspiracy theories thread!

Let's call this the conspiracy theories thread!


LOL. Agreed. Man, you crack me up! :D

I think itsaboutthejourney means, which software system a property is using, instead of newer software.


No...this isn't it. For the 100th time, this is highly unlikely given that the same hotels sometimes show up, then disappear and then show up - all for the same reservations. I doubt the same hotel would be switching software in a span of 24 hours and that several hotels are doing the same thing during the same period. This is highly unlikely. Can we please put the software theory in back burner for now? Perhaps the Lurker will come back with somekind of answer shortly.

Can we please put the software theory in back burner for now? Perhaps the Lurker will come back with somekind of answer shortly.

Hi all,

Like one of the members have mentioned, we are still waiting for a reply from our web gurus.

I will let William respond if we hear anything.

apguest.forum@starwoodhotels.com

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

yeah, i'm noticing wierd things with reservations on my spg.com account too. thanks Lurkers for investigating... hope they figure it out!

Let's hope it is beta test - and that will eventually have all reservations in one place. As a SVO Owner - MyStarCentral (the SVO website) doesn't even have SVO reservations listed, or the capability to supply it, or the ability to reserve.

Half my reservations just disappeared... I called CS and they said they are still in the system but not displaying for various reasons. Everything should be back in a couple days. :confused:

Because I am a geeky Scientist - I have been looking at 'My Stays' on SPG.com sporatically (a couple time per day) - and for the last few days things have been back to 'normal' with only my on-line SPG reservations showing. Then this morning ... all of my reservations have showed up again - logged off and went back and they were gone again - too funny. Not that it matters one way or another (although I would prefer to see them all) - just an observations. It will be interesting to see if the SPG web gurus ever come up with an explanation for this.

Thanks for your patience while I sorted this out with the web gurus. I’ve been told that they are in fact making a few changes to some systems that support what you are able to view and interact with online. For this reason, you may notice some functionality come and go periodically over the next few weeks. Some of these changes will be sticking around, such as:

Better maps on property pages (only on the Local Area Map page for now, but coming up in the near future, we’re going to be rolling them out throughout the site -- on search results, for example). Example on live site:

http://www.starwoodhotels.com/preferredguest/property/area/map.html?propertyID=1380

The availability calendar – I know that some you didn’t like it at first, but we heard that and are working on showing rates either on or near the calendar, so it becomes less of a two-step process than it was on the last Starpicks offer. The blue check-in days are dates that the promotional rate is available; we believe that this will cut down dramatically on the “hunt and peck” nature of some promotions today.

Please note that this does not mean everything you may sporadically encounter now will one day become a permanent fixture on our web sites. For instance, the one that got this thread started:

View Reservations list – we’re trying to show more reservations so everyone gets a more comprehensive picture of their Starwood stays; however, there are still some compliance and performance issues to be sorted through regarding some reservations which may never be viewable, even if they might be in the short-term.

Regardless, I know the web gurus are excited about what this all means going forward. Please continue giving them your feedback directly by using the feedback icon on the web sites.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Excellent - thanks very much for looking into this. I look forward to having reservations viewed in one location (including SVO reservations - which MSC doesn't even begin to address)

At least I can no longer be accused of being "on the sauce" by my fellow flyertalkers!!:D:D:D

At least I can no longer be accused of being "on the sauce" by my fellow flyertalkers!!:D:D:D

3 smilies at the end of a post? Are you on the sauce? :p

Thanks for the update William. Good to hear the web folks took on board the feedback about the availability calendars. Much appreciated ^

At least I can no longer be accused of being "on the sauce" by my fellow flyertalkers!!:D:D:D

Oh sure I can.

Example: You probably typed the above response with a ½ empty bottle of Shiraz within arms length! LOL :p :p

Some of these changes will be sticking around, such as:

Better maps on property pages (only on the Local Area Map page for now, but coming up in the near future, we’re going to be rolling them out throughout the site -- on search results, for example). Example on live site:

http://www.starwoodhotels.com/preferredguest/property/area/map.html?propertyID=1380

Huge ^ to the web gurus for a realistic/working map (although unhip Microsoft vs Google) as well at the "transportation options" menu that actually has info on public transportation ^

I hope this kind of practical info will become systemwide

Does the new format have an EASY one page reservation option?
I either have to cut and paste on a word doc or print three sheets for what should happen easily on one.

There is a bit more going on...

They also changed some (all?) rate describtions. My SET rate now says I do need some kind of ID. And also the cancelation policy has changed quite a bit.

They also switched to the same booking system, which is also used by the *W site.

MC

There is no longer a "back to search results" button/link. You have to go back to the crude system of using the "back" button on your browser. :td:

Does the new format have an EASY one page reservation option?
I either have to cut and paste on a word doc or print three sheets for what should happen easily on one.



I second this suggestion !!

Yesterday and again today, my reservations for later in the same day have disappeared from view. New behavior, don't know if this is now what will happen when preblocked for an upgrade. I can see tomorrow's reservation, but not the one for this evening.

Yesterday and again today, my reservations for later in the same day have disappeared from view. New behavior, don't know if this is now what will happen when preblocked for an upgrade. I can see tomorrow's reservation, but not the one for this evening.

Had the same experience last week: reservation for the same day had disappeared in the morning. Also did not get upgraded, got exactly what I had paid for.

I know that every time I filled out a survey, I suggested we should be able to show all properties having a SET rate or promo rate available for dates in a city, similar to (GASP) Marriott.

I am new to FT. But I have a series of reservations for the next 2 months (8). As I was checking the reservations, I noticed that two were missing. At first i thought that I may have missed making one of the reservations. I searched this site, and there was some suggestions about the reservation taken offline for the hotel to upgrade, etc. But the two missing reservations are not for over a month away. Though they are prepaid reservations in Bangkok.
5 of the reservations before the Bangkok trip are still on the SPG site, and the two after are still viewable. Is this because they are prepaid rates? Just curious if anyone really knows the answer.

I am new to FT. But I have a series of reservations for the next 2 months (8). As I was checking the reservations, I noticed that two were missing. At first i thought that I may have missed making one of the reservations. I searched this site, and there was some suggestions about the reservation taken offline for the hotel to upgrade, etc. But the two missing reservations are not for over a month away. Though they are prepaid reservations in Bangkok.
5 of the reservations before the Bangkok trip are still on the SPG site, and the two after are still viewable. Is this because they are prepaid rates? Just curious if anyone really knows the answer.

Have you called customer service to make sure your reservations are accurate? Nobody here, outside of the lurkers, can tell you anything for sure. Call Customer Service to make sure your reservations are exactly as the confirmation reads.

....Just curious if anyone really knows the answer.

Being pre-paid should not make a difference. Were the reservations made online at a Starwood proprietary web site? If so, you can call the Internet Help Desk at 888-625-5144, option 3 and ask them to take a look and render an opinion.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Being pre-paid should not make a difference. Were the reservations made online at a Starwood proprietary web site? If so, you can call the Internet Help Desk at 888-625-5144, option 3 and ask them to take a look and render an opinion.

Lurker...currently, award (including cash and points) reservations are not able to be modified online. I'm unable to change my contact information including email address, phone number, as well as my credit card information and special request. Is this intentional? The "modify" button has disappeared for award reservations but still exist for paid reservation. If this is not intended, could you pass this on to the web gurus? Thanks.

...Is this intentional? ...

Yes.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

Yes.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

So, if I want to change my credit card info or add a special request, I must call SPG?

So, if I want to change my credit card info or add a special request, I must call SPG?

Yes.

Best regards,

William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide

guest.forum@starwoodhotels.com

The reservations were made at the SPG site. They were there and I got the typical email confirmation.

Anyhow, I will call the SPG line.

This is a great site, I wish I had known about the site a few years back.