GuysInCT

This has not been my experience. I have had SNAs returned when the the hotel has not delivered on a confirmed SNA reservation. I actually would have preferred points (as SNAs expire), but the hotel was only willing to return the SNAs.

Starwood Lurker

Just as an FYI, it can go either way. The circumstances drive the outcome. Generally-speaking, if the hotel flubs delivery on this, they are supposed to offer a resolution other than returning the SNA's to the account.

Best regards,

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

[email protected]

Starwood Lurker III

Dear all,

Thank you multivariate for providing the reservation information.

We would like to let you know that the property (St. Regis Residence Club New York) being a residence club hotel seems unlikely to be participating in the program but we will confirmed again at a later time.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

MSPeconomist

If the OP is staying not at the StR Hotel but at StR Residence Club, where the latter place doesn't participate in the SNA program, then how was the SNA apparently applied to the reservation? How could the SNA suite upgrade then have been confirmed at a nonparticipating property?

Could it be that the OP's original reservation was in the regular DtR hotel but he/she was somehow "walked" to the Residence Club, which I presume operates as a separate entity and is more of a vacation club/timeshare place?

dcstudent

That would surprise me for a couple of reasons:

1) How could the member apply an SNA and have it accepted if the St.R(Residence Club) was not participating?

But perhaps more importantly,

1) I wasn't aware (which could mean I'm just wrong) that you could book rooms at the Residence Club in NYC. I thought those are the private residences and are all sold out. At least on *wood.com you can only book rooms at the hotel.

multivariate

Hmmm - my reservation email never said Anything about a "residence club" - it just said "st Regis New York". Also the final folio says nothing about a residence club either. I sent a PM to the SPg lurkerS, who sent back a reply basically saying that I shouldn't have used an SNA because this was a residence club property. I suppose in my defense, I wouldn't have tried to use an SNA if the SPg website hadn't invited me to do so when I booked online.

Thinking selfishly, if I was unknowingly "walked" to the residence club from the original hotel which I booked, shouldn't I be getting all the benefits of a "walked" stay? To SPg - I would be +totally+ ok with that outcome.

Finally, when I got my bags last night, the front desk manager pulled me aside to say that he was going to ensure "things would be made right" - but didn't have any specifics. How confusing....

Any suggestions on what I should do to get either my SNA or some points back at this time? Usually I might let something like this slide, but all the confusion has made me want to pursue this.

As an aside - the property is very nice . I had a great stay.

CLEguy

What would SPG Corporate consider to be an acceptable resolution in a situation in which the hotel doesn't deliver on a confirmed SNA?

Starwood Lurker

That would be for the hotel to determine, not SPG Corporate.

Best regards,

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

[email protected]

jibi

Did the OP use SPG.com to book the room? How does a person book a room at the St. Regis Residence Club New York? Was this a case where the OP was "upgraded" to a room on the 8th or 9th floor and that somehow updated his original reservation to reflect a "Residence Club" reservation? This just seems weird. The St. Regis Residence Club is merely a designation for two floors in the actual hotel ... it is not a different hotel.

Keyser

you should definitely pursue this....this is not acceptable behavior on behalf of the hotel....

Oxon Flyer

Scenario :

Have an existing 1-night reservation at a hotel, with an SNA request pending. spg.com shows it is now sold out for that 1 night, but a check of the Browse Dates/Rates view shows that rooms, including suites, are actually available, but only with a minimum stay of 3 nights.

Assuming availability remains at T-5 days, will the 'automated process' grant the 1-night SNA upgrade, or reject it due to the minimum stay requirement ?

LovetoTravel83

As per William, you shouldn't be using spg.com to check inventory.

http://www.flyertalk.com/forum/24496667-post60.html

Oxon Flyer

Indeed, but that point is not relevant to the question I've asked.

multivariate

My room was on the 11th floor - and I did book through spg.com. Strangely, my online invoice was addressed from "residence club" - even though my paper invoice which I got at the front desk did not mention this. I didn't hear back from the lurkers again, so I am thinking a friendly note to the hotel manager might be the best approach.

spgplat21

I have no clue what the official answer is and I doubt you will get an answer one way or the other because this is such a super top secret process.

However, I did have two suite night awards clear when there was a minumum stay requirement in effect. The room type was available on spg.com for the minimum stay period during the entire 5-day period the SNAs were attempting to go through, but they didn't clear until the 3rd day so I'm not sure what was going on behind the scenes. It did clear though when there was still a 3 night minumum stay and my stay was only for 2 nights so I think you have a chance.

Before anyone responds, I already know how big of an idiot I am for checking availability on the hotel's website. Everyone knows the website couldn't possibly have any correlation to actual availability, but I looked at it anyway.