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Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year

Old Dec 31, 2014, 10:04 am
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Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year

 
Old Mar 9, 2015, 3:20 pm
  #3031  
 
Join Date: Jun 2011
Location: Florida
Programs: Hyatt Diamond. SPG Plat. Marriott Plat.
Posts: 522
Does anyone know when we get our SNAs? I just got Platinum recently and have an upcoming stay in Mallorca April 1-3rd I wanted to use them on... :/
Westin is offline  
Old Mar 9, 2015, 4:50 pm
  #3032  
 
Join Date: May 2007
Location: CA & TPE
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Posts: 618
Originally Posted by Westin.
Does anyone know when we get our SNAs? I just got Platinum recently and have an upcoming stay in Mallorca April 1-3rd I wanted to use them on... :/
do you already have 50 nights? platinum on stays absent 50 nights will not get you 10 SNAs
taipeiflyer is offline  
Old Mar 9, 2015, 5:20 pm
  #3033  
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Posts: 15,471
Originally Posted by Westin.
Does anyone know when we get our SNAs? I just got Platinum recently and have an upcoming stay in Mallorca April 1-3rd I wanted to use them on... :/
If you want to use the ones earned in 2014, they should have posted to your account when you crossed the 50 night threshold. Mine posted around Aug 2014 I think.
margarita girl is offline  
Old Mar 10, 2015, 1:17 pm
  #3034  
 
Join Date: Dec 2012
Location: CLT
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Posts: 438
Just a quick update with my situation. I called the Tremont Chicago, inquiring why my upgrade had cleared when the Plat Desk confirmed availability of the "Junior King Suite" which is the suite designated for these awards. The first agent at the hotel gave the "subject to availability" to me. I said I was under the understanding that these rooms were available. She checked with her manager and I was instantly confirmed.

Oddly, my SNA's still show as pending, so perhaps they just pre-upgraded me rather than using the SNAs? Either way, I'll take it. Just a little annoyed I had to spend time calling the plat desk and then that the plat desk made me reach out to the hotel to make the case.
youvesaiditall is offline  
Old Mar 10, 2015, 1:45 pm
  #3035  
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Originally Posted by youvesaiditall
Just a quick update with my situation. I called the Tremont Chicago, inquiring why my upgrade had cleared when the Plat Desk confirmed availability of the "Junior King Suite" which is the suite designated for these awards. The first agent at the hotel gave the "subject to availability" to me. I said I was under the understanding that these rooms were available. She checked with her manager and I was instantly confirmed.

Oddly, my SNA's still show as pending, so perhaps they just pre-upgraded me rather than using the SNAs? Either way, I'll take it. Just a little annoyed I had to spend time calling the plat desk and then that the plat desk made me reach out to the hotel to make the case.
The Lurkers have offered to look into situations with SNAs. Send them a PM or email with your reservation info and let them see if something was missed.

I'm sure the "subject to availability" was among the first words spoken. This is always a red flag to me. If they don't take the time to look, they are probably making up an excuse to get you to go away. Only by pushing these issues will the problems get attention and hopefully resolved.
RogerD408 is offline  
Old Mar 10, 2015, 2:14 pm
  #3036  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
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Originally Posted by youvesaiditall
Just a quick update with my situation. I called the Tremont Chicago, inquiring why my upgrade had cleared when the Plat Desk confirmed availability of the "Junior King Suite" which is the suite designated for these awards. The first agent at the hotel gave the "subject to availability" to me. I said I was under the understanding that these rooms were available. She checked with her manager and I was instantly confirmed.
My apologies, but the first error is calling the property to ask why a Suite Night Award doesn't clear. I can assure you that they have no idea as the process is entirely automated.

Oddly, my SNA's still show as pending, so perhaps they just pre-upgraded me rather than using the SNAs? Either way, I'll take it. Just a little annoyed I had to spend time calling the plat desk and then that the plat desk made me reach out to the hotel to make the case.
Then again, maybe it's wrong to call it an error if they just agree to upgrade you in advance of check-in. You might as well cancel the SNA's now as they are never going to clear once this happens.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Starwood Lurker is offline  
Old Mar 10, 2015, 2:16 pm
  #3037  
Company Representative - Starwood
 
Join Date: Nov 2000
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Originally Posted by RogerD408
The Lurkers have offered to look into situations with SNAs. Send them a PM or email with your reservation info and let them see if something was missed...
All we are going to be able to do in an instance such as this is confirm whether or not the SNA search process has begun as it should have. But, if someone gets an email saying, "We're still trying..." then that pretty much already confirms that it has.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Mar 11, 2015, 10:55 am
  #3038  
 
Join Date: Mar 2007
Posts: 3,990
Originally Posted by Starwood Lurker
All we are going to be able to do in an instance such as this is confirm whether or not the SNA search process has begun as it should have. But, if someone gets an email saying, "We're still trying..." then that pretty much already confirms that it has.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
It would be helpful to have a way to intervene when there is clearly a glitch in the system. I overnighted at the Sheraton Harrisburg Christmas Day. I got the 'we're trying' email. I got the 'sorry, no can do' email. Yet, when I arrived, I was upgraded at check-in to one of the exact same rooms I tried to get with my SNA. Being Christmas Day, the property couldn't have been 10% occupancy, if that. Seems to me the automated process failed.

The front desk clerk that night, by the way - as I flagged on my feedback survey - was amazing. Friendly, helpful and very accommodating, given how pretty near everything in the whole area was closed...

Cheers,
Flews is offline  
Old Mar 11, 2015, 12:31 pm
  #3039  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
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Originally Posted by Flews
...Seems to me the automated process failed...
I know it may appear that way, but what was or wasn't available during the 5-day window of opportunity the system was checking and between the time you checked in could have changed significantly.

There is no way for us to intervene in the process while it is searching in that 5-day window. However, once it has passed and if we can see availability using the reservation system at the call center, then we can open a ticket with the tech team to look into it further.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Starwood Lurker is offline  
Old Mar 16, 2015, 9:48 pm
  #3040  
 
Join Date: Apr 2011
Location: Switzerland
Programs: SPG Plat, US Chairman
Posts: 11
Not So Suite Night

I am usually a lurker on these forums, but had an experience which I found somewhat surprising (unpleasantly so). I am a long time plat - and have a small bank remaining of SNA's. Several days back, I used one of these awards for a stay tonight at the St. Regis NYC. I received a confirmation email from SPG that I had been upgraded to a suite. When I arrived at the property, I found that I had been placed in a very small deluxe room (the room type I had booked originally). When I showed the email confirmation to the front desk clerk, he said he would speak to his manager and get back to me. Hours pass with hearing nothing back, so I start an online chat with the SPG plat desk. It is about midnight, so I am not really wanting to move all my stuff to a new room.

The agent calls the manager on duty - who then calls my room and says the following:
1) According to SPG, my room has been upgraded - and that I have used an SNA for this stay.
2) There has been a "mix up in communication" and the hotel didn't have any record of the SNA until SPG called them just now.
3) It is impossible to return a SNA to my account once it has been released to the hotel - even if the hotel doesn't fulfil a confirmed reservation.
4) The offered remedy is that "next time you stay at the St Regis in NYC, you can call us beforehand and let us know that you have a SNA which we should have awarded you - and we can give you a suite upgrade on that stay without you having to use another SNA."

Really? I closed my chat with SPG saying that I was disappointed in the outcome, and that I would let others know of my experience.

It seems logical (and fair) that since the hotel didn't give me the SNA which I had confirmed with SPG HQ, I should at least be able to get this night credited back to my account. Also, I wanted a suite tonight, not an "off the books" award which may or may not be recognized by this property sometime in the future when I return. I also think the hotel should have done something small for me in compensation for the trouble of not fulfilling a confirmed room type.

I would be interested in the thoughts of the wider forum here - and also would ask if there might be any assistance from the SPG lurkers which could be offered. I don't think I am over reacting here - but perhaps I am being unreasonable. I will be sure to let you know how this turns out.
multivariate is offline  
Old Mar 16, 2015, 10:01 pm
  #3041  
 
Join Date: Jul 2004
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Posts: 6,630
This sounds like the kind of case that the Lurkers would probably help with, but you might email [email protected] with your complaint. Unfortunately I have found the chat people to be woefully uninformed about anything other than basic tasks like making or changing reservations.

I would complain about the manager-on-duty's apparently self-contradictory response, request that the night be returned, and request a small gesture of goodwill for your downgrade from the confirmed suite reservation. Others will cry foul at your request for compensation, but I think you're being totally reasonable.
platbrownguy is offline  
Old Mar 16, 2015, 10:02 pm
  #3042  
 
Join Date: Feb 2013
Programs: Marriott Titanium, National EE
Posts: 536
If they can't return the SNA (understandable), couldn't Starwood credit you new ones? If that doesn't work, I would at least ask for a partial refund or points credit.

My understanding that the whole SNA upgrade is an automatic process so I can't really believe the reason given that there was a "mix up in communication". Essentially, if your SNA clears, you will be re-booked into the upgraded room class as reflected in your account.
zerolife is offline  
Old Mar 16, 2015, 11:43 pm
  #3043  
 
Join Date: Aug 2007
Location: Guadalajara, Jalisco
Programs: SPG Platinum
Posts: 414
Once a SNA is taken away and confirmed it can not be returned once the cut off is reached. It's happened several times to me when a hotel does not honor the suite when I used the SNA. The hotel has to give you enough points for a one night stay and the offending hotel. So if it's The St. Regis NYC you should get a good amount of points from them.
gabo02 is offline  
Old Mar 17, 2015, 12:01 am
  #3044  
 
Join Date: Jul 2004
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Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, mlife Noir, LEYE Gold
Posts: 6,630
Originally Posted by gabo02
has to
?
platbrownguy is offline  
Old Mar 17, 2015, 12:39 am
  #3045  
Company Representative - Starwood
 
Join Date: Jan 2011
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Posts: 1,021
Originally Posted by multivariate
I am usually a lurker on these forums, but had an experience which I found somewhat surprising (unpleasantly so). I am a long time plat - and have a small bank remaining of SNA's. Several days back, I used one of these awards for a stay tonight at the St. Regis NYC. I received a confirmation email from SPG that I had been upgraded to a suite. When I arrived at the property, I found that I had been placed in a very small deluxe room (the room type I had booked originally). When I showed the email confirmation to the front desk clerk, he said he would speak to his manager and get back to me. Hours pass with hearing nothing back, so I start an online chat with the SPG plat desk. It is about midnight, so I am not really wanting to move all my stuff to a new room.

The agent calls the manager on duty - who then calls my room and says the following:
1) According to SPG, my room has been upgraded - and that I have used an SNA for this stay.
2) There has been a "mix up in communication" and the hotel didn't have any record of the SNA until SPG called them just now.
3) It is impossible to return a SNA to my account once it has been released to the hotel - even if the hotel doesn't fulfil a confirmed reservation.
4) The offered remedy is that "next time you stay at the St Regis in NYC, you can call us beforehand and let us know that you have a SNA which we should have awarded you - and we can give you a suite upgrade on that stay without you having to use another SNA."

Really? I closed my chat with SPG saying that I was disappointed in the outcome, and that I would let others know of my experience.

It seems logical (and fair) that since the hotel didn't give me the SNA which I had confirmed with SPG HQ, I should at least be able to get this night credited back to my account. Also, I wanted a suite tonight, not an "off the books" award which may or may not be recognized by this property sometime in the future when I return. I also think the hotel should have done something small for me in compensation for the trouble of not fulfilling a confirmed room type.

I would be interested in the thoughts of the wider forum here - and also would ask if there might be any assistance from the SPG lurkers which could be offered. I don't think I am over reacting here - but perhaps I am being unreasonable. I will be sure to let you know how this turns out.
Hi multivariate,

I am sorry to learn about your experience.

We would like to help look into this if you can provide your reservation details to us via private message or by email.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Starwood Lurker III is offline  

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