Dr. HFH

Post removed after Margarita Girl pointed out (in the next post) a fundamental mistake I made. Sorry.

margarita girl

You're quoting 2 different people.

Dr. HFH

You are absolutely right, MG!! I didn't even notice. My mistake. Readers, please accept my apology.

margarita girl

That will teach you to start posting before you've had your morning coffee!

gabo02

Sorry to take over your thread. But had a similiar issue this morning. My Suite Night Award was cancelled at 4:06 this morning. It was for The W San Francisco .Was certainly not done by me.

Starwood Lurker

Did you have a Your24 request approved recently? If so, I believe you will have to re-apply the SNA's.

Best regards,

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

[email protected]

gabo02

I didn't William, which is why I thought it was weird.

Starwood Lurker

Hmm. You might want to call into Platinum Concierge then. From what I can tell, it looks like a Your24 request was requested, the SNA's were withdrawn, and then were re-applied. But, maybe I'm looking at a different stay.

Best regards,

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

[email protected]

netopia

To close the loop on my experience - William and/or his staff did indeed look into it and the SNA was cancelled as a result of a systems glitch. I have no reason to believe otherwise and as William said on the thread, hotels can't unilaterally cancel these themselves.

In the end my reservation was notated and I was upgraded at check-in, so I certainly can't complain about the hotel's behavior - I don't think this was their fault. And while I feel bad for jumping to negative conclusions, I think czj48 made an excellent point, to paraphrase, what does it say about SPG broadly that I assume the hotel was willing to cancel a confirmed upgrade? I have probably heard one too many negative stories both here and elsewhere.

In any case, this situation was resolved to my satisfaction, but I hope the glitch that resulted in a confusing email and an unnecessary call to SPG gets fixed.

tnw

This also happened to me last month. Received an email informing me that my request for an upgrade had been cancelled due to my request, which was not the case. I immediately called SPG Plat Line and they told me the hotel must have cancelled them. I always thought the hotel had no part in SNA's. Anyway, they were immediately applied once again to the reservation and everything worked out. SNA's cleared 5 days before arrival.

RogerD408

Typical CSR response, make something up that sounds plausible and gets the caller off the phone. It's easier than opening a ticket, having someone do the research, determining what fix is needed, implement the fix, and then (heaven forbid) get back to the customer.

toooldtostayoutlate

This sounds like a case for Encyclopedia Brown. Or Shaggy and Scooby.

TravelinSperry

I recently had a stay where I needed to cancel the night before arrival (after the free cancel period). The hotel was nice enough to waive the fee for me. However, I had SNAs which cleared and no one will give those back. I realize that's the policy of Starwood but I am wondering why. After all, I didn't use them and the hotel was nice enough to waive the fee and cancel my reservation. Seems like Starwood could then follow along with them and re-credit me SNAs.

Instead both my Ambassador and *Wood Plat desk claim it can't be done. A shame that. Why is *Wood so strict on this?

frudd38

I cancelled an award before penalty time that had a cleared SNA, but past the SNA return date. Even though she said it actually went back in, it didn't. It's a clearly stated policy though that you did not follow, can you really complain?

dingo

Dumb question and I'm sure it has been answered upstream...when does the five days start? I check in to a hotel Thursday in London and was expecting the first of my reject emails today but haven't seen it yet.