Dec 31, 2014, 10:04 am
Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year
May 16, 2012, 4:13 pm
#556
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
If one requested an SNA and on the 5 day window saw the same suite/room available but was not upgraded yet. What is it possible to do at this time? Contact Customer Service?
May 16, 2012, 4:19 pm
#557
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
This whole process is far from transparent. I have a friend that is upset that he missed this benefit by only doing 48 nights last year. Personally, I'm glad he didn't make it so he's not frustrated by the general failures that I've been reading. Proud to be a Plat Lite!
May 16, 2012, 4:36 pm
#558
Join Date: Aug 2011
Location: MSP and HKG
Programs: DL DM. Marriott Plat. Hyatt DM.
Posts: 332
I'm going to go out on a limb here and say that Suite Night Awards are basically worthless. When talking with my ambassador (and another member of the ambassador team when my ambassador was out of office), I was told that it the confirmation of suite night awards is an "automatic" process which requires individual hotels to manually confirm suite night award upgrades (which they are reluctant to do, since the hotel still wants to sell the rooms, says the ambassador). That is understandable, but frankly, not how the benefit is advertised.
I have suite night awards pending at the W London for the fantastic suite, which is currently available and has been for the entirety of the five-day window up until this point. If the awards don't automatically clear when the requested suite is available, then what is the point? Hotels would ALWAYS rather sell the rooms than give upgrades. According to the T&C's:
"8.4.a. Suite Night Awards (50 Eligible Nights). A Platinum Preferred Guest who has 50 Eligible Nights in a Qualifying Period is eligible to receive 10 Suite Night Awards. "Suite Night Awards" may be redeemed for advance confirmable upgrades for select, premium rooms or standard suites on a per room, per night basis, subject to availability."
By any definition of the word "availability," the rooms ARE available. The T&C's (and related promotional material) need clarification on this point.
I have suite night awards pending at the W London for the fantastic suite, which is currently available and has been for the entirety of the five-day window up until this point. If the awards don't automatically clear when the requested suite is available, then what is the point? Hotels would ALWAYS rather sell the rooms than give upgrades. According to the T&C's:
"8.4.a. Suite Night Awards (50 Eligible Nights). A Platinum Preferred Guest who has 50 Eligible Nights in a Qualifying Period is eligible to receive 10 Suite Night Awards. "Suite Night Awards" may be redeemed for advance confirmable upgrades for select, premium rooms or standard suites on a per room, per night basis, subject to availability."
By any definition of the word "availability," the rooms ARE available. The T&C's (and related promotional material) need clarification on this point.
I am sure the hotels are not thrilled about all of us peaker Plat+'s complaining to them about the lack of an upgrade.
I am open to feedback here.
On a separate note, my routine platinum upgrades have dropped off. I am not unhappy just alarmed and disappointed.
This is a very fixable problem.
May 16, 2012, 4:37 pm
#559
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
I'm sure that someone else in the Customer Contact Center could do the same, but it might require escalating it to a supervisor.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 16, 2012, 4:39 pm
#560
Join Date: Aug 2009
Location: RDU
Programs: A few
Posts: 5,499
What is very clear in all this is that this benefit is nowhere near as useful as the Hyatt GP confirm-able suite upgrades, which you can confirm at the time of booking. I too am sitting on 10 suite upgrades having failed in attempts to use them and am finding this new benefit more marketing fluff than real benefit 
May 16, 2012, 4:47 pm
#561
Join Date: May 2003
Programs: AA (1MM), Marriott (LT Gold)
Posts: 1,766
Have you been reading this thread? Many have posted you put in your request five days out, wait until one day out, then it gets denied. Better chance you will get a Platinum Upgrade at check in.
This whole process is far from transparent. I have a friend that is upset that he missed this benefit by only doing 48 nights last year. Personally, I'm glad he didn't make it so he's not frustrated by the general failures that I've been reading. Proud to be a Plat Lite!
This whole process is far from transparent. I have a friend that is upset that he missed this benefit by only doing 48 nights last year. Personally, I'm glad he didn't make it so he's not frustrated by the general failures that I've been reading. Proud to be a Plat Lite!
Plat100s,
Plat75s,
Plat50s,
Plat and Gold48s,
Plat Lites,
Golds,
Preferred Pluses, and
Nobodies.
ExitRowAisle
A Dissatisfied 2nd Class Starwood Platinum Member
May 16, 2012, 5:05 pm
#562
formerly RZachSmith
Join Date: Mar 2008
Location: U.S.
Posts: 187
I thought everyone who got to 48 nights last year (whether Plat Lites or Golds) got a late gift of 5 SNU's. If that's not the case, I'm going to have to add a footnote to my current list of Starwood elite levels:
Plat100s,
Plat75s,
Plat50s,
Plat and Gold48s,
Plat Lites,
Golds,
Preferred Pluses, and
Nobodies.
ExitRowAisle
A Dissatisfied 2nd Class Starwood Platinum Member
Plat100s,
Plat75s,
Plat50s,
Plat and Gold48s,
Plat Lites,
Golds,
Preferred Pluses, and
Nobodies.
ExitRowAisle
A Dissatisfied 2nd Class Starwood Platinum Member
May 16, 2012, 5:37 pm
#563
Join Date: Nov 2011
Location: DFW
Programs: SPG Platinum, AA Platinum, DL Silver Medallion
Posts: 29
I spoke with Marcus, a supervisor over at Customer Care, and he gave me some more clarification. SNAs, he states, do not automatically process if the designated suite is bookable/available. He explains that individual properties do process and assign the suite night awards manually out of their inventory and, unfortunately, are putting it off until the 2pm deadline instead of five days out. He explains this is because SPG corporate sent out general guidelines as to the handling of suite night awards on the property level as opposed to a formal procedure. SPG is working to resolve that, he says. He did seem genuinely concerned and shared my frustration on the matter. He has dispatched a communication to the property, but he was unable to do anything about the SNA directly.
William, I am not getting any of the same error messages. I just completed (and have cancelled) a faux booking for the Fantastic Suite on the exact dates (and from a separate location and computer, to avert any cache issues). Sounds like the reservation system is on the fritz.
William, I am not getting any of the same error messages. I just completed (and have cancelled) a faux booking for the Fantastic Suite on the exact dates (and from a separate location and computer, to avert any cache issues). Sounds like the reservation system is on the fritz.
May 16, 2012, 5:55 pm
#564
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
I spoke with Marcus, a supervisor over at Customer Care, and he gave me some more clarification. SNAs, he states, do not automatically process if the designated suite is bookable/available. He explains that individual properties do process and assign the suite night awards manually out of their inventory and, unfortunately, are putting it off until the 2pm deadline instead of five days out. He explains this is because SPG corporate sent out general guidelines as to the handling of suite night awards on the property level as opposed to a formal procedure. SPG is working to resolve that, he says. He did seem genuinely concerned and shared my frustration on the matter. He has dispatched a communication to the property, but he was unable to do anything about the SNA directly.
William, I am not getting any of the same error messages. I just completed (and have cancelled) a faux booking for the Fantastic Suite on the exact dates (and from a separate location and computer, to avert any cache issues). Sounds like the reservation system is on the fritz.
In the meantime, I'll see what I can work through on this end, but Marcus is definitely wrong about the hotels having any say in this other than selecting the suites for SNA's.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 16, 2012, 10:52 pm
#565
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,339
YMMV. All I can say is I've tried the SNA once and I'm 1 for 1. I applied to the the Sheraton CDG more than 5 days out and pretty much exactly 5 days out I was confirmed to a junior suite. And at check in further upgraded to a full club suite.
After something like 40 stays over the last 15 years, this was the first time I've ever seen a suite at this property! So count me in the camp that says SNA's are NOT worthless.
After something like 40 stays over the last 15 years, this was the first time I've ever seen a suite at this property! So count me in the camp that says SNA's are NOT worthless.
May 17, 2012, 10:56 am
#566
Join Date: Jan 2010
Location: YYC
Programs: Aeroplan E50K, Marriott Titanium/Lifetime Platinum, Accor Diamond
Posts: 274
Starwood Lurker - I just sent you a PM.
I have an upcoming reservation at the Westin Time Square arriving on 5/19 for 3 nights. At the 5 day window, my junior suite upgrade did not get confirmed, however I just checked on SPG.com and it is showing as available. I called the Plat line but they were of no assistance. He suggested perhaps it wasn't available for all 3 nights or maybe the website was incorrect, but that doesn't make sense given I could have just booked it online. As well, he indicated that the upgrades don't usually get posted till the day before so I asked what is the point of the 5 day window. His response - "that is a very good question for which I don't have the answer to". Anyhow, I can understand that the kinks are still being worked out with this new policy, but in my case it clearly doesn't seem to be working.
I have an upcoming reservation at the Westin Time Square arriving on 5/19 for 3 nights. At the 5 day window, my junior suite upgrade did not get confirmed, however I just checked on SPG.com and it is showing as available. I called the Plat line but they were of no assistance. He suggested perhaps it wasn't available for all 3 nights or maybe the website was incorrect, but that doesn't make sense given I could have just booked it online. As well, he indicated that the upgrades don't usually get posted till the day before so I asked what is the point of the 5 day window. His response - "that is a very good question for which I don't have the answer to". Anyhow, I can understand that the kinks are still being worked out with this new policy, but in my case it clearly doesn't seem to be working.
May 17, 2012, 11:12 am
#567
Join Date: Aug 2010
Location: NY
Programs: GP plat, SPG plat
Posts: 289
Starwood Lurker - I just sent you a PM.
I have an upcoming reservation at the Westin Time Square arriving on 5/19 for 3 nights. At the 5 day window, my junior suite upgrade did not get confirmed, however I just checked on SPG.com and it is showing as available. I called the Plat line but they were of no assistance. He suggested perhaps it wasn't available for all 3 nights or maybe the website was incorrect, but that doesn't make sense given I could have just booked it online. As well, he indicated that the upgrades don't usually get posted till the day before so I asked what is the point of the 5 day window. His response - "that is a very good question for which I don't have the answer to". Anyhow, I can understand that the kinks are still being worked out with this new policy, but in my case it clearly doesn't seem to be working.
I have an upcoming reservation at the Westin Time Square arriving on 5/19 for 3 nights. At the 5 day window, my junior suite upgrade did not get confirmed, however I just checked on SPG.com and it is showing as available. I called the Plat line but they were of no assistance. He suggested perhaps it wasn't available for all 3 nights or maybe the website was incorrect, but that doesn't make sense given I could have just booked it online. As well, he indicated that the upgrades don't usually get posted till the day before so I asked what is the point of the 5 day window. His response - "that is a very good question for which I don't have the answer to". Anyhow, I can understand that the kinks are still being worked out with this new policy, but in my case it clearly doesn't seem to be working.
I hear your frustration though...I haven't tried to use my upgrades yet but would not be very happy if I had the same issue when I do use them for my honeymoon
May 17, 2012, 12:03 pm
#568
Join Date: Nov 2008
Location: YYZ
Programs: AC*E, AA, Mar*S, SW*P, HTZ #1G, AVS Pref
Posts: 159
I still think the award has value:
IF you're going to a hotel that has a good feel for their inventory and at T-2 days feels that they aren't going to sell a suite, you'll get it. That means that you doing have to show up the day of, and hope you are either a)first in line or b) lucky in your timing.
That won't work at a hotel which is very popular - they'll either sell all their suites, or think that they will, and there are all kinds of tricks that they can semi-legitimately use to take that inventory out of availability at T-5 to T-2 days. It also won't work if the hotel is "gaming" the system.
However, it does mean that a good hotel manager who knows the inventory will take away some of the field fighting which was going on. On the other hand, it's not as useful as confirming at time of booking - which is why if you need a suite - book it.
I was wondering though, how come requesting the upgrade, even if it doesn't clear ahead of time, doesn't put you at the head of a list - so that if a suite does become available you would then have first dibs on it even if you don't use up a SNA?
There are all kinds of other problems I have with the "award", but anyways...
IF you're going to a hotel that has a good feel for their inventory and at T-2 days feels that they aren't going to sell a suite, you'll get it. That means that you doing have to show up the day of, and hope you are either a)first in line or b) lucky in your timing.
That won't work at a hotel which is very popular - they'll either sell all their suites, or think that they will, and there are all kinds of tricks that they can semi-legitimately use to take that inventory out of availability at T-5 to T-2 days. It also won't work if the hotel is "gaming" the system.
However, it does mean that a good hotel manager who knows the inventory will take away some of the field fighting which was going on. On the other hand, it's not as useful as confirming at time of booking - which is why if you need a suite - book it.
I was wondering though, how come requesting the upgrade, even if it doesn't clear ahead of time, doesn't put you at the head of a list - so that if a suite does become available you would then have first dibs on it even if you don't use up a SNA?
There are all kinds of other problems I have with the "award", but anyways...
May 17, 2012, 12:41 pm
#569
Join Date: Jan 2006
Location: LAX
Programs: AA EXPPLT, United 1K, *wood PLT, Delta Gold, Hyatt Diamond, Southwest A-list
Posts: 392
My second experience with SNA was great. Just got upgraded to a junior suite at the Parker Meridien in NY at the 5-day mark. Was seamless and nice to know in advance! Kudos to the SNA program!
May 17, 2012, 2:08 pm
#570
Join Date: May 1998
Location: australia
Posts: 5,762
[QUOTE]"that is a very good question for which I don't have the answer to". [/QUOTE]
It is actually a very poor response. A very good response would have been "that is a very good question for which I don't have the answer" But the sin of ending a sentence with a preposition and a redundant one at that - please don't eulogise that
It is actually a very poor response. A very good response would have been "that is a very good question for which I don't have the answer" But the sin of ending a sentence with a preposition and a redundant one at that - please don't eulogise that