CPRich

I've been facing this problem since the SNA program started - every reservation through my corporate travel site has the same "due to the complexity of...blah, blah...you can't do anything".

I'd be surprised if passing details on to the Lurkers will help - I did so long ago, have written to CS, told both my Ambassadors, posted about it here - with nothing much more than (iirc) "yep, it's broke, we'll pass a note on to the web team" - and it ends there.

I can book with my corporate code on the spg.com site and everything's fine, so it's not the rate.

carsnoceans

I am glad, I didn;t buy into the whole SNA thing and switched loyalties back in the day. But Marriott pesos aren't doing much either… lol

Can I decline a SNA after being cleared? Let's say suite comes on both reservations and we only need one of the two rooms upgraded, can other one be declined?

mahasamatman

As the rules state, once an SNA clears, the only way to get it back is to cancel your reservation. There's no advantage to applying two SNAs if you only need one. It's not run like a lottery.

CPRich

(catching up on this topic after a few months away from it...)

I only caught up on the last 200'ish posts, but I haven't seen any of the Lurkers disagree with this statement. If it's true, I put it in the bucket with MR's "no blackouts". A property can't "opt out", but they can chose to make as few as zero nights available for participation? That's quite disappointing verbal gymnastics, if accurate.

The only thing that doesn't align with my experiences is the explanation that the reason I get "you can't apply SNAs" on a majority of my reservations (10 of 15 I'm currently holding) is that there is no inventory allocated to SNA's left. I know I've applied SNAs in the past when the property didn't have any rooms for sale of the type(s) on the SNA upgrade. I find it hard to believe they would have "SNA" inventory available, but none for sale.

RogerD408

Marketing types have been playing with numbers for centuries (i.e. AOL counted all screen names as individual users, I had five at one time). As I understand it, properties have several buckets of inventory and my guess is these are not dynamic changing with sales but require manual adjustments. If that is really the case then it would be possible for the SNA bucket to have inventory even if the regular room bucket runs dry. We know the opposite is true, just because they are selling rooms does not mean they must/will honor an SNA request.

CPRich

I haven't read all 2300+ posts - is there confirmation in here somewhere from SPG that there are a subset (or even a mutually exclusive set) of SNA inventory vs. regular suite inventory of the same named room type?

That wasn't my initial understanding, but as noted above, I've seen it stated several times without a "no, that's not accurate" from our official SPG reps.

Or is it truly "As I understand it,"/"my guess" and SPG is just keeping silent on the topic?

Perhaps that's what the "opted-out"/"don't participate" answers I've received actually mean. (which did receive a "no, that's not accurate")

CPRich

In addition:

RogerD408

William has stated that many times, I don't have the links to the posts handy.

Just because a property is showing the same room type available for sale does not mean there is a room available as an SNA upgrade, or even a Plt upgrade for that matter. Some properties will deliberately show more rooms than they have and deal with the walks if they should happen.

The check-in upgrades should be limited to what they actually have available when you are checking in at the front desk. Checking/booking online before or after checking in does not apply as those rooms may not truly exist or be ready to occupy. Some have reported being able to go back to the front desk and "persuade" them to upgrade the room. Maybe they lied (known to happen) or maybe they down-graded the later arrival. Pre-blocking upgrades does go against the terms of the Plt upgrade, but we know it happens.

carsnoceans

So this specific property charges $50 pp/night (on cash rate) but I don't see that charge online on C+P rate. Weird?

However, when I was talking to the SPG rep for applying SNA, she said the $50 would be applied for more than 2person occupancy per room. Any chances there will be a fuss if there are 5guest in two rooms rather than 4?

heakja

I just made some reservations for a trip to the South-West US in Dec/Jan, and was surprised to see that I am unable to use my SNAs for any the hotels I was planning to visit:

- W Los Angeles Westwood
- The Phoenician
- The Westin La Paloma Resort & Spa
- The Westin San Diego Gaslamp Quarter
- The St. Regis Monarch Beach

Are they really all opting out/not suitable for the SNA program??

Starwood Lurker

My apologies for the inconvenience, but the only way to determine what the circumstances are is to send us the confirmation numbers for each reservation to the email address below.

Best regards,

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

[email protected]

heakja

Ok, done!

Edit: Just realized that the SNAs expire at New Years Eve, totally forgot that. So the only question is really for W Westwood - and since they are an all suite hotel, that may have something to do about it. Sorry all, rookie mistake.

Lappe

I just ran into a new kind of a bug on the Starwood website. Previously people have reported the Upcoming Stays page claiming that SNAs can't be applied to a reservation and after clicking through to reservation details suddenly the system will happily accept SNAs.

This new bug offers me to apply SNAs, but since my reservation is already for the only room category available for SNA the upgrade is for the same room.







Decided this is probably not worth using the 4 SNAs

Starwood Lurker

I've reported the bug that brings up the Fabulous Room as a choice for SNA's online at this property.

My apologies for the inconvenience, but you should call customer service and ask them to try to attach the SNA's from the call center side of things. It doesn't share the same bug, apparently.

Best regards,

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

[email protected]

Lappe

Sorry - I guess I was a bit vague. I believe the Fabulous room is the correct category to offer for SNA at the W Seattle. The bug is that the system offers me an "upgrade" to the same category I already booked.

There are only "Wow" and "Extreme Wow" suites above the Fabulous room, and I have never seen these offered for SNA upgrades at any W. (Though the nice people of W Seattle did give me a Wow suite on my last stay there as the Platinum upgrade )