No, I did not apply SNA.
This is the conversation on the phone call.
Me: btw, i am a SPG platinum, I'd like one of my rooms to get upgraded to a suite if there's availability when I check in. Could you take a note on that?
Associate: no problem, we have your spg number on file. Let me take a look. It doesn't look like we can accommodate you during the first night because we are sold out. But there should be two suites available on Sunday. We should be able to accommodate your upgrade request if those suites are not sold by Sunday noon.
I DID not demand the hotel to confirm the suite upgrade ahead of time. I just ask them to confirm that I would be considered for upgrade at check in if there's availability. Is there anything wrong with that?
My issues with the hotel are that they didn't keep their promise and the fact they lied to me. They told me I'd get upgraded if those suites are still available by Sunday noon. Then on Sunday noon the suites were still available. But the manager tried to decline my request. later on after I settled with the same manager that I would get suites for the rest of my stay (3 nights), they sold the suites to someone else and I only get suite upgrade for 2 nights.
As I stated multiple time, I'd be okay if they say: "sorry mr. Youcai, we can not upgrade you because according to the term, if there is no suite available during the during the duration of your stay, you are not eligible." Or, "these suites have been preblocked for other guests. " But I am not fine with fake excuses such as "there is no suite even for sale". Also not cool with promise me something without honoring it.
Hope this makes it clear
Originally Posted by
sbtinme
I'm just as confused this moment as I was the first time I read your intial post. I'm assuming that perhaps you're a newly minted Platinum guest and that's fine. Hey, we all were at some point along the way. But I really am entirely unclear about what really happened on that phone call.
FOR THE RECORD, you did NOT apply any formal SNA (Suite Night Awards) to this reservation, correct? If that's the case, then -- for me -- this story ends right here. No need to proceed.
No Platinum guest is ever required/expected to call a property in advance and make a special request that the benefits of the program be applied to his/her reservation. Indeed, hotels absolutely do NOT want that to happen -- otherwise, they'd be fielding an extra few hundred calls a day in many cases.
I really don't think I've missed any point here. I understand that you were disappointed in not receiving a suite (I get that part), but from where I'm sitting it sounds as if the system worked precisely as it is supposed to.