Originally Posted by
BillBurn
I think it's fair to blame SNAs for lower availability of check-in upgrades. This would logically be especially prevalent at resort hotels like the one @
C17PSGR mentioned where most people are on vacation and likely looking to use SNAs.
SNAs are clearing 5 days out in many cases whereas most hotels don't even think about blocking out upgraded rooms for any incoming guests more than 24-48 hours out except in special circumstances (such as SNAs). Properties can't block out upgrades for Ambassador's 5+ days in advance of a stay as the revenue opportunity cost for them is clearly a lot higher.
Don't get me wrong, I like SNAs, in fact I think Ambassador's should get unlimited SNAs (part of my revamp plan for the Ambassador program) but I think it's undeniable that they aren't a good development for Ambassador's who are used to getting check-in upgrades to suites because now they have a lot more competition, especially at properties mostly likely to see high SNA demand.
Unlimited SNA's wouldn't cost Marriott anything and would be an excellent enhancement.
The reality is that some hotels have internal fights among the directors. Housekeeping Directors care about metrics and suites mess up their metrics. Rooms Directors care to about keeping it uncomplicated and suites complicate it.
Good GM's think about the big picture and get that there isn't any real cost to upgrading their best guests to suites and the gains associated from keeping their best guests happy is important.