Dec 31, 2014, 10:04 am
Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year
Mar 19, 2015, 9:35 am
#3061
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,053
How does it work when the hotel emails confirmation of an SNA (based on my SNA upgrade request) for a nicer suite than the one eventually given at check-in?
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
Mar 19, 2015, 9:55 am
#3062
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,344
How does it work when the hotel emails confirmation of an SNA (based on my SNA upgrade request) for a nicer suite than the one eventually given at check-in?
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
Mar 19, 2015, 10:14 am
#3063
Join Date: May 2010
Location: Oslo
Posts: 448
How does it work when the hotel emails confirmation of an SNA (based on my SNA upgrade request) for a nicer suite than the one eventually given at check-in?
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
I received email confirmation for a Terrace Suite at Le Meridien in Kuala Lumpur at T-5. (I can't recall whether I clicked all of the options or just the nicest suites) Upon check-in, I was given a standard Suite. At the time I didn't think much of it, since it was a 1-night stay and we had moved hotel after getting fed up with the Doubletree.
But reading through this thread, I wonder whether I was downgraded back to the regular Platinum room (standard suite) with the hotel pocketing the SNA somewhat inappropriately???
I might be wrong, but what hotels consider their standard select suites for platinum upgrades at check in, has nothing to do with what you have used your SNA for (and what you are entitled to if it goes though).
Last edited by heakja; Mar 19, 2015 at 11:21 am
Mar 19, 2015, 10:31 am
#3064
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
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 ?
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 ?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 19, 2015, 1:24 pm
#3065
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,675
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.
OP, was this an ordinary rate at the St Regis, or did your rate make some mention of a residence club?
And then there's the question not of how the residence club was able to apply the SNA (I suppose a glitch could have caused that), but why the property would be able to keep the night if they were never supposed to be able to take it in the first place?
Mar 19, 2015, 1:40 pm
#3066
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]
Mar 19, 2015, 5:59 pm
#3067
Join Date: Jan 2006
Location: Atlanta but Washington DC will always be home.
Programs: Marriott LTP, Hilton Diamond, Accor Gold, Hyatt Explorist,, Delta Plat,
Posts: 2,075
The whole situation is weird.
1) How could the OP use an SNA unless they were allowed?
2) It does not appear you can book a room in the Residence Club section of the St.R. on SPG.com so the hotel bumped/walked/moved/upgraded (not even sure what you'd call it since the Residence Club is a residence hotel within the St.R.) the OP to the residence club.
It doesn't appear it's in any way the OPs fault his/her SNA got taken therefore the St. Regis should make it right. If they can't return the SNA they should give the OP enough points for a free night. Seems simple, no?
1) How could the OP use an SNA unless they were allowed?
2) It does not appear you can book a room in the Residence Club section of the St.R. on SPG.com so the hotel bumped/walked/moved/upgraded (not even sure what you'd call it since the Residence Club is a residence hotel within the St.R.) the OP to the residence club.
It doesn't appear it's in any way the OPs fault his/her SNA got taken therefore the St. Regis should make it right. If they can't return the SNA they should give the OP enough points for a free night. Seems simple, no?
Mar 19, 2015, 11:45 pm
#3068
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
According to the 2006 press release, there are four floors - 8th through 11th - that are designated to the St. Regis Residence Club. The 8th and 9th floors are fractional ownership residences sold in 4-week increments. The 10th and 11th floors were supposed to be wholly-owned residences, which would make this situation a lot worse, imo. It appears that at some point in the past decade, many of these units on the 10th and 11th were converted to fractional units.
If I had to take a guess, I would say that it appears the OP was moved to an "open room" in the residences as an "upgrade" when there was likely not a suite available to him on the regular floors.
At least the OP didn't ask them to press his suit
P.S. - Apparently OliverB from last January's St. Regis thread (above suit reference) struck again this January in the Chase UR forum... long-winded hilarity ensued there, too. He's blessing the entire FT community with his gifts. LOL!
If I had to take a guess, I would say that it appears the OP was moved to an "open room" in the residences as an "upgrade" when there was likely not a suite available to him on the regular floors.
At least the OP didn't ask them to press his suit
P.S. - Apparently OliverB from last January's St. Regis thread (above suit reference) struck again this January in the Chase UR forum... long-winded hilarity ensued there, too. He's blessing the entire FT community with his gifts. LOL!
Mar 24, 2015, 7:14 am
#3069
Join Date: Oct 2011
Posts: 36
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.
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.
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.
Mar 24, 2015, 7:31 am
#3070
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,344
Mar 24, 2015, 8:33 am
#3071
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
Guessing is the best you can get. The SPG.com website shows the rooms a property is trying to sell. This number can exceed the actual rooms they have available as they hedge the bet on no shows and the such. This causes using the net to determine Plat Upgrades a fallacy as well. In addition a property gets to designate which and how many rooms they will make available for SNA upgrades and that designation is not disclosed anywhere online. The SNA process is a total blackbox as far as we are concerned and everyone in SPG denies the ability to intervene. The Lurkers have offered to look into individual situations to see if everything is setup correctly as some properties appear to have trouble entering the data needed.
Mar 26, 2015, 9:40 am
#3072
Join Date: Oct 2011
Posts: 36
It was the first time I really cared , maybe with all the apparently open rooms I'll get an upgrade at check in .
Despite our best efforts, we were unable to confirm your Suite Night Award request for your upcoming reservation.
Here are your reservation details:
Reservation confirmation number: xxxxxxxxxxx
Hotel: The Westin Maui Resort & Spa, Ka'anapali
Stay dates: March 26, 2015 through March 31, 2015
Suite Night Award(s) credited back to your account: 5
New Suite Night Award(s) balance: 10
Despite our best efforts, we were unable to confirm your Suite Night Award request for your upcoming reservation.
Here are your reservation details:
Reservation confirmation number: xxxxxxxxxxx
Hotel: The Westin Maui Resort & Spa, Ka'anapali
Stay dates: March 26, 2015 through March 31, 2015
Suite Night Award(s) credited back to your account: 5
New Suite Night Award(s) balance: 10
Mar 26, 2015, 9:26 pm
#3073
Join Date: Jul 2014
Posts: 265
we can get platinum by 25 stays, or 50 nights.
does it mean if I have 25 stays (but less than 50 nights), I will NOT get 10 SNA?
does it mean if I have 25 stays (but less than 50 nights), I will NOT get 10 SNA?
Mar 27, 2015, 11:58 am
#3075
Join Date: Apr 2011
Location: Switzerland
Programs: SPG Plat, US Chairman
Posts: 11
Just to close the loop on this thread. I heard back from both a St Regis NYC manager and the SPG lurkers. The lurkers informed me that what had happened was in fact my reservation had transferred to the St Regis Club (non participating in SNA) from the main hotel. At any rate, corporate returned the SNA back to my account (basically the -1 for the stay in question is gone off my SNA balance). The hotel manager wrote back a nice note offering 10k starpoints and a promise for a complimentary upgrade to a suite next time I stay at the property. While the points haven't posted yet, I am sure they will. I'm quite pleased with this outcome and look forward to going back to this property next time I am in town.