internetagetraveler

I had a very strange experience. I booked and SNA and was watching the hotel. Right up until the 5 day limit, it showed rooms available in all hotel classes (regular rooms and suites). However, as soon as it crossed the 5 day limit, the hotel suddenly showed no room available at all. Of course, we didn't get our suite upgrade. So it made me wonder, do the hotels wholesale rooms out before they have to allocate them to SNA customers?

I know the program is new, but wondered how the actual allocation is done at individual hotels.

WhyPayRent

My two suite nights (two rooms for 1 night) cleared exactly 5 days out. So I am now 3 for 3 clearing at the 5 day mark.

LovetoTravel83

I felt something like that would happen at the beginning of the benefit but then I said to myself that that will only make the hotel lose on selling those rooms.

Please tell us which hotel.

DoeringWR

I was recently awarded with 5 of these awards. I recently tried to use them on a vacation with my family and we were unable to use them. We were told there was no availability, despite being able to book several suites or several types on SPG.com. (Even tried calling the Platinum concierge desk to have customer service tell me that "the use of these certificates are a privilege not a right." But that is a whole other story...)

I was curious to see if anyone else has been having difficulty using these awards.

According to my status letter this year:I have been unable to determine when/how I can actually use these certificates, and have them work as stated to "confirm" a upgrade as more than just a request.

azeckel

I used 3 on a points stay at the Westin Diplomat. Of course, I made several requests of my ambassador and ran into a SPG sales exec who also put in a request with the GM on my behalf. I'm not sure if those extra requests helped or not, but we were set up very nicely

AlxStevens

I used one for an upgrade to an Astor Suite at the St. Regis DC recently, and have a request in for 4 nights in Hilton Head for an upcoming trip, will report back when those clear (or don't).

DougDons

I've tried and been successful with 2 requests so far (Sheraton on the Falls Ontario and the Westin Pittsburgh). I am not sure if I'm 2 for 2 because I used them on properties that probably aren't that popular, but oh well.

I found using the upgrades pretty easy, you just go to your Upcoming Stays page and you can see which properties have suites and click the link to start the request and selection process. I like how you are able to select the suite type you want to use the upgrade on instead of only being able to request an upgrade and being randomly assigned one.

jchiguy1

I have tried to use my SNAs three times (W NO Poydras, W SF, and The Joule in Dallas) and I am 0/3. I am hoping to use them next month at the St. Regis NYC for my anniversary. I'll report back on my success or failure. I'll be getting ten more when I cross fifty nights next week so I hope that I'll eventually be able to use them somewhere.

Starwood Lurker

If you would like for me to look into this, send me the confirmation number of the reservation that you attempted to use the SNA's for.

Best regards,

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

[email protected]

getsaroundabit

I was lucky enough to achieve 50 nts last year, so I was awarded my 10 suite upgrades for 2012. My first attempt to book recently in Hong Kong was successful. My second request, unfortunately, not so.

I requested a suite upgrade for this coming weekend at Sheraton Singapore. The spg.com website offered one choice at the time of booking - a Tower Executive Suite which I happily accepted, on request of course awaiting for 5 days prior to arrival when I hoped for a confirmation.

Well 5 days prior came and I got a standard email - "so sorry the room is not available".. A quick check on spg.com showed the Tower Executive suite was available, and is even still available now at 3 days prior. I sent an email to starwood but what I got was one of those standard replies... "the suites still available are not those listed by the hotel for upgrades" etc.

I replied to say that the description of what was available matched what I had requested, but no reply from starwood so far.

Well what a let down. Even when this very scenario (that the room requested was available for sale) was presented to an spg rep on this very thread, it was confirmed that in this scenario the room would be confirmed. Clearly not the case, in my case.

A shame .. I love the starwood program and I am hoping that this is just an error which will eventually will be resolved when they reply to me. I hope this not another case of marketing hype that doesn't live up to the the expectations it creates

Starwood Lurker

I'd be willing to look into this one also. Just send the email string you've had thus far to the email address below.

Best regards,

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

[email protected]

greathustle

Tried to use SNAs for the first time this week. Realized I'd never burn 20 on vacations alone in the coming year, so I used 3 on a regular work trip to Dallas, staying in the Joule. Confirmed the full 5 days out to a deluxe suite. Was pretty nice

getsaroundabit

Well I made it to the Singapore Sheraton, where I am currently staying, with no suite upgrade. It is still available on spg.com as I write this email. The original spg agent I emailed came back and said there was a system problem and managed to send me another unconfirmed request, which resulted in the eventual "so sorry" email that comes one day prior.

Further emails to spg went unanswered, one to the original agent, a new email to the general email box, and even an email to the spg staff member on this thread who invited my email also went unanswered. The spg staff member is the same one who indicates earlier in this thread that if the room you request when you make the upgrade on spg.com is available 5 days prior it should be confirmed which in my case clearly is NOT the case

I said before that I love this program, and I have just spent numerous nights in Asian hotels and was upgraded due to Platinum status in almost all of them - which was sensational, but this one was for a special occasion and as a result of the really poor service, I feel really let down.

The moral to the story is clearly that the confirmed Suite upgrades are not what they seem. Good luck to others using them

chinatraderjmr

Im not sure what the point is of these suite night certs. I know Plats are supposed to get suite upgrades anyway. I have gotten a suite EVERY time and still have not even used a suite night award (I now have 20). Perhaps it's that I have a GREAT Ambassador or just that I am loyal to the hotels I stay at? (I'm Grandfathered into the Ambassador program for life which is nice)

Booked the Sheraton Grande Sukhumvit last month and was pre upgraded before I even had a chance to request the upgrades
SAME experience with the Westin Diplomat 2 weeks ago
I have an upcoming stay at a "W" (Hong Kong) which is my 2nd stay this month. My last stay got the WOW suite without using suite nights. For my upcoming stay I DID request the Suite night awards since my stay is over a busy weekend. I just got an email yesterday from the GM asking me to REMOVE my suite night request so he could PRE upgrade me to a suite and not have to wait till t-5 days (also I guess the WOW suite is not offered w the suite night certs)

It's a nice benefit if we didn't already get the upgrades anyway but I've seen no change at all. My suggestion is not to wait and see if you get the upgrade or not. If your not in the Ambasador program BE YOUR OWN Ambassador!! Email or call the hotel directly 1 week out and ASK for an upgrade nicely and "if available". Many duty managers can go right in the system and pre upgrade you

Flews

I can't help but wonder if there is more to this than might appear, and would be interested in hearing more about what, if anything, went wrong in this case. In my experience, the Lurker is amazingly responsive.

Cheers,