Dec 31, 2014, 10:04 am
Discussion: 10 Suite Night Awards (SNAs) for Plats with 50 nights in calendar year
Jun 9, 2012, 6:26 am
#601
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
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
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
Jun 9, 2012, 6:30 pm
#602
Join Date: Jan 2005
Posts: 56
Sherarton Sing
I was just at the Sheraton Singapore about 10 days ago, and had requested an upgrade using my SNA, the room type I requested was avaialble up until one day prior to my arrivel. An SPG Ambassador even called the hotel 3 days prior to my arrival, and he said the Hotel had upgraded me. Upon my arrival the only difference between my room and my non SPG members room was that I had a view of the Pool on the 17th floor 
. I will say though that the staff at the Lounge was great 
. I will say though that the staff at the Lounge was great
Jun 10, 2012, 5:31 am
#603
Join Date: Apr 2011
Programs: Bonvoy Amb LTT, HHonors Diamond, AA ExPlat, United Silver
Posts: 642
SNA Cannot Be Applied To This Reservation?
I booked a room at the Sheraton Gunter in San Antonio using the birth year rate for three nights (no problem). When I tried to apply my suite night awards (yes, I have more than enough), it came up that SNA cannot be applied to this reservation. This hotel shows that it does have suites and preferred rooms. Could not find anything about that in the T&C on either the rate terms or suite night terms. Any thoughts?
Jun 12, 2012, 4:38 pm
#604
Join Date: Aug 2011
Location: MSP and HKG
Programs: DL DM. Marriott Plat. Hyatt DM.
Posts: 332
I was just at the Sheraton Singapore about 10 days ago, and had requested an upgrade using my SNA, the room type I requested was avaialble up until one day prior to my arrivel. An SPG Ambassador even called the hotel 3 days prior to my arrival, and he said the Hotel had upgraded me. Upon my arrival the only difference between my room and my non SPG members room was that I had a view of the Pool on the 17th floor . I will say though that the staff at the Lounge was great
. I will say though that the staff at the Lounge was great This promotion is meaningless to me and to be blunt a huge source of irritation which is making me consider another chain for my next 75 nights this year.
The $:/?)($?#* hotels should just give us the upgrade at T-5 nights. End of story-assuming it is available.
Jun 17, 2012, 1:02 pm
#605
Join Date: May 2004
Programs: Various Programs of Interest & LT Collector.
Posts: 1,483
Sorry if its buried somewhere in the thread and I missed it.
Anyone have any idea how often the 'system' checks for availability?
I had one in place that didn't go through. Turns out it could have been due to bed type of king whereas the available suite had doubles.
Called SPG, they cancelled and reissues the reservation (not sure why they couldn't just change the existing one) for double beds.
But the upgrade hasn't went through in the last couple hours when its showing as available online. Hotel says its SPG system issue. Not theirs since the room is available.
Maybe the SPG site only sweeps to check once a day?
Anyone have any idea how often the 'system' checks for availability?
I had one in place that didn't go through. Turns out it could have been due to bed type of king whereas the available suite had doubles.
Called SPG, they cancelled and reissues the reservation (not sure why they couldn't just change the existing one) for double beds.
But the upgrade hasn't went through in the last couple hours when its showing as available online. Hotel says its SPG system issue. Not theirs since the room is available.
Maybe the SPG site only sweeps to check once a day?
Last edited by TravelGuy1965; Jun 17, 2012 at 4:28 pm
Jun 18, 2012, 8:10 pm
#606
Company Representative - Starwood
Original Poster
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Sorry if its buried somewhere in the thread and I missed it.
Anyone have any idea how often the 'system' checks for availability?
I had one in place that didn't go through. Turns out it could have been due to bed type of king whereas the available suite had doubles.
Called SPG, they cancelled and reissues the reservation (not sure why they couldn't just change the existing one) for double beds.
But the upgrade hasn't went through in the last couple hours when its showing as available online. Hotel says its SPG system issue. Not theirs since the room is available.
Maybe the SPG site only sweeps to check once a day?
Anyone have any idea how often the 'system' checks for availability?
I had one in place that didn't go through. Turns out it could have been due to bed type of king whereas the available suite had doubles.
Called SPG, they cancelled and reissues the reservation (not sure why they couldn't just change the existing one) for double beds.
But the upgrade hasn't went through in the last couple hours when its showing as available online. Hotel says its SPG system issue. Not theirs since the room is available.
Maybe the SPG site only sweeps to check once a day?
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Jun 18, 2012, 8:19 pm
#607
Join Date: May 2004
Programs: Various Programs of Interest & LT Collector.
Posts: 1,483
My upgrade cleared mid day yesterday so what I learned is this is not an 'overnight computer sweep'. Dialogs with a supervisor confirm Luker2's post earlier in this thread that some hotels have some aspects that aren't just automated.
Jun 18, 2012, 11:22 pm
#608
Company Representative - Starwood
Original Poster
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
By the way, which post are you referring to?
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Jun 19, 2012, 9:48 pm
#609
Join Date: May 2004
Programs: Various Programs of Interest & LT Collector.
Posts: 1,483
Good question, actually it was post #563 that referenced a conversation someone said they had with Marcus, not you. My appologies....
Funny thing is 'Shannon' the supervisor as SPG also said that because a room is available for purchase doesn't mean its available for these. She also stated something like the person said Marcus mentioned. That the hotels do not need to accept the upgrades during the first couple days. She actually challenged me to show her the T&Cs on spg.com saying they do (either inventory or timing)and she was right. The only thing I could find was 'subject to availability' in the 8.1 T&C. It would be really good to firm up the T&Cs on SPG.com on this. Specifically stating that if its available for purchase on SPG.com then it should clear.
Funny thing is 'Shannon' the supervisor as SPG also said that because a room is available for purchase doesn't mean its available for these. She also stated something like the person said Marcus mentioned. That the hotels do not need to accept the upgrades during the first couple days. She actually challenged me to show her the T&Cs on spg.com saying they do (either inventory or timing)and she was right. The only thing I could find was 'subject to availability' in the 8.1 T&C. It would be really good to firm up the T&Cs on SPG.com on this. Specifically stating that if its available for purchase on SPG.com then it should clear.
Glad to hear that the issue is settled.
By the way, which post are you referring to?
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
By the way, which post are you referring to?
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Last edited by TravelGuy1965; Jun 19, 2012 at 10:26 pm
Jun 20, 2012, 1:28 am
#610
Join Date: May 2010
Posts: 346
Sheraton Milan Malpenso Airport: Upgrade request to diplomatic suite was granted 5 days before arrival without issues. 
Jun 20, 2012, 10:36 am
#611
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...Funny thing is 'Shannon' the supervisor as SPG also said that because a room is available for purchase doesn't mean its available for these. She also stated something like the person said Marcus mentioned. That the hotels do not need to accept the upgrades during the first couple days...
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 20, 2012, 11:03 am
#612
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
Marcus and Shannon are both wrong. The only thing that might prevent an SNA from going through on the first pass while the suite appears to be for sale is a technical issue that makes the suite unavailable at the time the sweep is done.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Just curious.
Jun 20, 2012, 11:14 am
#613
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Ok, William, you've researched a few of these now. Willing to share what the primary cause seems to be? Is it a coding error that is not catching all available rate buckets? Is it inventory loading by the property not filling appropriate rate buckets? Is it an issue with the member's account? Is it an issue with the property not wanting to participate?
Just curious.
Just curious.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Last edited by Starwood Lurker; Jun 20, 2012 at 11:32 am Reason: clarification on opting out
Jun 21, 2012, 11:16 am
#614
Join Date: Aug 2011
Location: MSP and HKG
Programs: DL DM. Marriott Plat. Hyatt DM.
Posts: 332
Want to thank William and Thyetus for helping me with an SNA in Hong Kong
Got the suite at Le Meridien Cyberport three nights out.
Awesome suite-Deluxe ocean view 800 sq.ft for five nights
Thanks to all that helped me
Gives me some reason for optimism that this SNA thing is going to work out
Got the suite at Le Meridien Cyberport three nights out.
Awesome suite-Deluxe ocean view 800 sq.ft for five nights
Thanks to all that helped me
Gives me some reason for optimism that this SNA thing is going to work out
Jun 22, 2012, 4:57 pm
#615
Join Date: Nov 2003
Location: wurtulla,queensland,australia
Programs: hh diamond,Qantas club life,AA EX-explat.SPG plat.
Posts: 1,431
Well my first attempt at using the suite night rewards has been a disaster.Put in for 5 nights at the Sheraton Atakoy Istanbul at 1325 AEST.1326 got the usual pre arrival email,1327 the confirmation of my suite night request but at the same time an email cancelling my reservation and at 1328 the confirmation of my cancelled suite night request.
Now I did not cancel,even if I had accidentally clicked the cancellation button it would have gone to the page asking if i really wanted to cancel.Again as I had just put in an upgrade request I didn't want to cancel.
Immediately I read these emails I emailed the hotel and Thyetus.Today a reply from hotel saying the reservation is indeed cancelled and i need to make a new one.But this is a prepaid rate so not going to pay twice.
Have now emailed customer care.
So indeed it seems the suite night awards trigger an automatic process but not the one I wanted.
Now I did not cancel,even if I had accidentally clicked the cancellation button it would have gone to the page asking if i really wanted to cancel.Again as I had just put in an upgrade request I didn't want to cancel.
Immediately I read these emails I emailed the hotel and Thyetus.Today a reply from hotel saying the reservation is indeed cancelled and i need to make a new one.But this is a prepaid rate so not going to pay twice.
Have now emailed customer care.
So indeed it seems the suite night awards trigger an automatic process but not the one I wanted.