Dec 31, 2014, 10:04 am
Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year
Feb 8, 2015, 6:05 am
#3016
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,023
Automated system applies the SNA and the upgrade. Hotel staff start playing around with inventory and didn't spot that it was a SNA upgrade and changed the room. Was human error in my case.
Keep in mind that hotels can further upgrade above the level of the SNA room, so where the is human interaction, there is also an opportunity for error, albeit small.
Keep in mind that hotels can further upgrade above the level of the SNA room, so where the is human interaction, there is also an opportunity for error, albeit small.
Feb 8, 2015, 11:43 am
#3017
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I would keep the upgrade and ask hotel/SPG to refund my SNAs.
Feb 8, 2015, 12:23 pm
#3018
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,344
Feb 8, 2015, 2:05 pm
#3019
Join Date: Oct 2000
Programs: UA Gold 1MM, Marriott Ambassador/Lifetime Titanium, Accor Silver, Club Carlson Gold, BW Diamond
Posts: 2,432
I'd wait to see what my Ambassador could do about it before involving ANYONE else. Otherwise, what's the point of contacting him/her?
Feb 13, 2015, 8:46 pm
#3020
Join Date: Nov 2006
Location: Left Coast
Programs: UA 1K & 1MM, HH Diamond, Marriott/SPG Gold (UA comp)
Posts: 1,354
Be a jerk, refuse to leave?
Hi, bringing back this thread. A related but not exactly the same type of issue:
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
Feb 14, 2015, 6:44 am
#3021
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
Hi, bringing back this thread. A related but not exactly the same type of issue:
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
Feb 14, 2015, 7:23 am
#3022
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,010
Hi, bringing back this thread. A related but not exactly the same type of issue:
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
If you check in to a hotel and are offered a higher cat room for half of your stay can the hotel downgrade you mid stay if they no longer have the cat available for the remainder of that stay?
What if you are a STINKER and, even though they warned you at check in that a downgrade might happen, you refuse to leave the room?
If you refuse to move, they could either move your things for you, or charge you the full rack rate for the room you are staying in.
If I was the manager, I might also let it slip to the party that had the reservation for your room, and had to be involuntarily downgraded, which room they would have had if the current occupant hadn't stayed beyond their agreement. And put a note in your file for all future stays - good luck with future treatment. But maybe that's just me.
Feb 14, 2015, 7:33 am
#3023
Join Date: Jan 2015
Programs: Marriott Titanium and LTP, Hilton Gold, United Silver
Posts: 786
I have an upcoming stay this Friday for 3 nights. Yesterday I was sent a confirmation from the hotel that my room was upgraded to a Deluxe Suite per my SNA certs. This morning, I received an e-mail from the hotel reservation agent stating that the confirmation was sent in error and that the room was unavailable for Friday night and offering me the option of a standard room Friday and moving to the upgraded to the Deluxe Suite Saturday and Sunday, or a lower level accommodation for 3 nights with a refund of my SNAs. The downgrade is significant (room half the size and in the center of the hotel as opposed to a corner with prime ocean view), but given I'm at the end of a long 5 stop business trip, I don't feel like moving rooms either.
My question is, has anyone else experienced this? SPG told me that there has to be availability in the res system or there's no way the upgrade can be confirmed. Also, if I help them out, should I expect some sort of compensation, or is this just the way the cookie crumbles?
My question is, has anyone else experienced this? SPG told me that there has to be availability in the res system or there's no way the upgrade can be confirmed. Also, if I help them out, should I expect some sort of compensation, or is this just the way the cookie crumbles?
Feb 14, 2015, 8:44 am
#3024
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
The hotel doesn't have to show you that. Correct me if I'm wrong, but that information is proprietary.
Feb 14, 2015, 9:57 am
#3025
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
Feb 14, 2015, 11:17 am
#3026
Join Date: Jan 2015
Programs: Marriott Titanium and LTP, Hilton Gold, United Silver
Posts: 786
Yes, it would be totally inappropriate to show any guest info. Plus, if they are going to lie about availability don't you think they would lie about bookings? The best bet would be to ask for a manager and let them know how the property had let you down based upon prior communications and if they are unwilling to make good (and that's their choice) walk away.
Mar 9, 2015, 7:58 am
#3027
Join Date: Dec 2012
Location: CLT
Programs: DL DM, AA Gold, Bonvoy Titanium, Hyatt Glob, IHG Plat, Hilton Diamond, Amex Plat
Posts: 438
Interested to hear peoples thoughts. Staying this weekend (Fri-Mon) at the Tremont Chicago and applied my SNA's. With that, got the e-mail saying they could not find a room for me--which I thought to be odd since their page is showing all sorts of availability for a variety of room types.
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Mar 9, 2015, 9:59 am
#3028
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
Interested to hear peoples thoughts. Staying this weekend (Fri-Mon) at the Tremont Chicago and applied my SNA's. With that, got the e-mail saying they could not find a room for me--which I thought to be odd since their page is showing all sorts of availability for a variety of room types.
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Mar 9, 2015, 11:30 am
#3029
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,344
Interested to hear peoples thoughts. Staying this weekend (Fri-Mon) at the Tremont Chicago and applied my SNA's. With that, got the e-mail saying they could not find a room for me--which I thought to be odd since their page is showing all sorts of availability for a variety of room types.
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Call plat concierge and she tells me that the room type is indeed available, but they cannot confirm the room for me until 1 day prior. When I quote the website "We’ll start looking for available upgrades five days before your stay. If we find one, it’s yours, and we’ll email you at the email address on your SPG profile as soon as possible.", she says that isn't how it works.
I hang up--call back, and get a similar answer from another rep.
Is this something new? If the room is available at 5 days prior, should I not be confirmed?
Mar 9, 2015, 12:29 pm
#3030
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
Yes, but hopefully the Plat Desk staff has visibility to more refined details. Either that or they also fall prey to it's on the web so must be available.