Dec 31, 2014, 10:04 am
Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year
Jun 5, 2014, 12:48 am
#2491
Join Date: Jun 2001
Location: NJ,US
Programs: Lifetime United Gold and 1K, Marriott Ambassador, Lifetime Marriott and SPG Platinum , AA, Hilton
Posts: 379
I have an upcoming stay at Westin Kuala Lumpur. It is 4 days ahead of check-in time, but my SNA upgrade still hasn't cleared (the suites eligible for upgrade are still available for sale).
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
Jun 5, 2014, 1:17 am
#2492
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
I have an upcoming stay at Westin Kuala Lumpur. It is 4 days ahead of check-in time, but my SNA upgrade still hasn't cleared (the suites eligible for upgrade are still available for sale).
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
We would like to look into this. Could you please provide your reservation details to us via private message or email?
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 5, 2014, 4:42 am
#2493
Join Date: Jul 2004
Posts: 2,548
It's probably not your doing (although I would really like to think so) but I received a confirmation about 2PM hotel time that the upgrade has been confirmed. ^
So thanks to you, or thanks to the system.
So thanks to you, or thanks to the system.
Jun 5, 2014, 5:06 am
#2494
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I have an upcoming stay at Westin Kuala Lumpur. It is 4 days ahead of check-in time, but my SNA upgrade still hasn't cleared (the suites eligible for upgrade are still available for sale).
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
I chatted with an agent online who told me it's system driven and there's nothing they could do about it.
I really need the suite upgrade to clear ahead of time, since despite having stayed more than 10 times at Westin KL, I have never received an upgrade higher than room with lounge access.
Congrats on getting it cleared.
Jun 13, 2014, 7:39 am
#2495
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
Suite Night Awards
I wonder if I am missing something. I applied SNA to a reservation, it is within 3 days of arrival and upgrade suite category showing available. My SNA is not confirmed and Platinum Concierge advised nothing can be done unless the system confirms it. Hence, even if upgrade category is available, SNA still may not be confirmed?
Jun 13, 2014, 7:46 am
#2496
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I wonder if I am missing something. I applied SNA to a reservation, it is within 3 days of arrival and upgrade suite category showing available. My SNA is not confirmed and Platinum Concierge advised nothing can be done unless the system confirms it. Hence, even if upgrade category is available, SNA still may not be confirmed?
You might want to read http://www.flyertalk.com/forum/starw...ndar-year.html . You will see many posts that there have been issues processing SNAs and the Lurkers have offered to look into particular situations if you PM/eMail them your reservation specifics.
Jun 13, 2014, 7:48 am
#2497
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
What you saying is that SNA is capacity controlled. I didn't realize that.
The Platinum Concierge I spoke to didn't know it either. She just said it looks strange but nothing can be done as SNA is a fully automated process.Perhaps this should be merged into existing thread.
Jun 13, 2014, 7:55 am
#2498
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Thank you for pointing me to the right thread. I thought I read it somewhere.
What you saying is that SNA is capacity controlled. I didn't realize that. The Platinum Concierge I spoke to didn't know it either. She just said it looks strange but nothing can be done as SNA is a fully automated process.
Perhaps this should be merged into existing thread.
What you saying is that SNA is capacity controlled. I didn't realize that.
The Platinum Concierge I spoke to didn't know it either. She just said it looks strange but nothing can be done as SNA is a fully automated process.Perhaps this should be merged into existing thread.
A request to merge has been submitted.
Jun 13, 2014, 8:06 am
#2499
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
T&C for SNA only states:
Starwood should add something like "SNA is capacity controlled and may not be available even if suite is available for sale" to T&C.@:-)
3. Suite Night Award use is based upon availability of the requested suite or premium room within 5 – 1 day prior to arrival.
Jun 13, 2014, 10:16 am
#2500
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
I've said it before...everyone should stop using the web site to determine whether a suite is available for using SNA's. The system isn't checking spg.com for suite availability, so what may or not be selling there is irrelevant.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 13, 2014, 11:37 am
#2501
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Afterall properties can always be fully trusted to give upgrades when due and would never look to find ways of avoiding doing so if it can have a posibilty of increasing their revenue.
I do like Starwood a lot but the SNA program is something best not to get me started on! Rant over!
Jun 13, 2014, 12:00 pm
#2502
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
But the Platinum Concierge checked her system and it showed the same thing. So, neither spg.com nor Starwood reservation system used by Platinum Concierge shows correct inventory?
Jun 13, 2014, 12:03 pm
#2503
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 13, 2014, 1:16 pm
#2504
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
All you can rely on is the "hope" that the system does the right thing, but no way to check if you feel it doesn't. A case of:
Trust the system but we can not let you Verify.
Personally, I have now stopped relying on these awards for special occasions completely. Either I book the suite, or more often than not, use Hyatt for that stay where I can confirm a diamond suite upgrade at time of booking and know the exact, "shennanigan-free", suite that I will get with no uncertainty.
Jun 13, 2014, 5:18 pm
#2505
Join Date: Mar 2007
Posts: 3,990
Personally, I have now stopped relying on these awards for special occasions completely. Either I book the suite, or more often than not, use Hyatt for that stay where I can confirm a diamond suite upgrade at time of booking and know the exact, "shennanigan-free", suite that I will get with no uncertainty.
Cheers,