I have an upcoming stay this Friday for 3 nights. Yesterday I was sent a confirmation from the hotel that my room was upgraded to a Deluxe Suite per my SNA certs. This morning, I received an e-mail from the hotel reservation agent stating that the confirmation was sent in error and that the room was unavailable for Friday night and offering me the option of a standard room Friday and moving to the upgraded to the Deluxe Suite Saturday and Sunday, or a lower level accommodation for 3 nights with a refund of my SNAs. The downgrade is significant (room half the size and in the center of the hotel as opposed to a corner with prime ocean view), but given I'm at the end of a long 5 stop business trip, I don't feel like moving rooms either.
My question is, has anyone else experienced this? SPG told me that there has to be availability in the res system or there's no way the upgrade can be confirmed. Also, if I help them out, should I expect some sort of compensation, or is this just the way the cookie crumbles?
Programs: SPG E Level; AA Pa Kettle; CO/UA Pa Kettle; PWP Plenipotentiary Ombudsman of :rolleyes:
Posts: 27,642
Quote:
Originally Posted by sme2009
I have an upcoming stay this Friday for 3 nights. Yesterday I was sent a confirmation from the hotel that my room was upgraded to a Deluxe Suite per my SNA certs. This morning, I received an e-mail from the hotel reservation agent stating that the confirmation was sent in error and that the room was unavailable for Friday night and offering me the option of a standard room Friday and moving to the upgraded to the Deluxe Suite Saturday and Sunday, or a lower level accommodation for 3 nights with a refund of my SNAs. The downgrade is significant (room half the size and in the center of the hotel as opposed to a corner with prime ocean view), but given I'm at the end of a long 5 stop business trip, I don't feel like moving rooms either.
My question is, has anyone else experienced this? SPG told me that there has to be availability in the res system or there's no way the upgrade can be confirmed. Also, if I help them out, should I expect some sort of compensation, or is this just the way the cookie crumbles?
I'd like the opportunity to review what happened here, if you would send me the confirmation number via private message or email.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
You should counter-offer with no SNA cert used but the suite for 2 days. I think that's fair!
Mike
Unfortunately the customer here does not have much of a leverage as the hotel could just assign him to the reserved room for his entire stay and return his SNA's. All the hotel will lose is SNA revenue but they probably covered it with the suite they sold.
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 19,455
Quote:
Originally Posted by holtju2
Truly doubt that hotels are reimbursed anything for SNA as is the case with space available upgrades.
My understanding is that the hotel does receive some money from SPG for the use of SNAs. Remembeer that these are booked and confirmed by SPG, much the same as award stays and free nights. Otherwise the hotel should not care whether they give suites for SNAs or as Plat upgrades and, in at least one case that I know, they seem to care very very much about this difference.
