FAQ at your convenience
1.What is Your24™?
SPG Members who qualify for Your24 can request up to 48 hours prior to arrival any check-in time they like for an upcoming stay. If the request is confirmed, their check-out time will then be at that same time on their departure date. SPG Members checking in between 9 a.m. and 4 pm are still eligible for late checkout. Requests are subject to availability; however, the SPG Member will be informed in advance of check-in whether the hotel can accommodate the request.
2.Who qualifies for Your24?
SPG Platinum Members who reach 75 Eligible Nights with SPG during a calendar year will qualify for the Your24 benefit through the following subsequent calendar year. As soon as an SPG Platinum Member qualifies, he/she can begin making requests.
3.If a member completed 75 or more Eligible Nights in 2011, when can they start requesting the Your24 benefit?
Members who completed 75 or more Eligible Nights in 2011 can start requesting Your24 benefits on March 1, 2012. Members who reach 75 Eligible Nights in 2012 can start requesting Your24 anytime from March 1, 2012.
4.Once I qualify for Your24, how can I request a specific arrival time for an
upcoming stay?
You may contact any of our Customer Contact Centers to make a request as long as it is no later than 3:00 pm (local hotel time) two or more days in advance of arrival.
5.How will I be notified that my check-in time request has been approved?
You will receive an email confirmation if your check-in time has been approved, so please be sure the email address on your account is updated.
6.How often may I use this benefit?
Once you qualify for this benefit, there is no limit to the number of requests. You may request its use on every reservation for the period of time in which you qualify for Your24 benefits.
7.For how many rooms may I use this benefit?
Your24 may only be used for one room, per stay regardless of how many other rooms are booked under the SPG Platinum Member's name for the same stay.
8.Can I request an early check-in and a 4 p.m. late checkout?
If you are requesting an arrival time between 9 a.m. and 4 p.m., you will be eligible to request a 4 p.m. late checkout, subject to availability at resort and conference hotels.
9.Will my room type be guaranteed if my check-in time has been approved?
While we will do our best to accommodate the original room type booked, we cannot guarantee your specific room will be available at early check-in with Your24. In the event the booked room type it is not available for early check-in, we will still honor your early check-in request and provide you with a room and move you to your original room type when it becomes available.
10.Does every Starwood Hotel participate in Your24?
Most SPG Participating Hotels will participate in Your24, however some properties such as vacation ownership properties, do not participate. Please reach out to the Customer Contact Center to confirm whether your destination participates.
11.If a member completed 75 or more Eligible Nights in 2011, when will they start earning 4 Starpoints per dollar?
SPG members who completed 75 or more Eligible Nights in 2011 will start earning 4 Starpoints per dollar on March 1, 2012 and will continue to earn 4 Starpoints at least until February 28, 2013.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd