LovetoTravel83

I only asked that question because a member had a confirmed suite (not upgraded but fully paid) at a property that I'm thinking to travel to only because it is the only one in the area, the room was given away and the member only got a regular room. So I'm thinking of using some SNA's but wondering what would happen if I had it confirmed then only to be denied at checking in.

Yes crediting the SNA's back should happen either way, but at least in a case like this Starwood should have the expiry date of the SNA's delayed by one more extra year (this is only a suggestion).

RogerD408

William, I agree, a one-time event does not a policy make (maybe not even ten). And I'm sure SPG will do what they can to remedy this (at great cost to the property I hope).

Although there have been a few postings of pleasant outcomes using SNAs, we hear many that didn't go so well. Can you help us put this in perspective by digging up some rough numbers? I realize exact numbers may be considered proprietary, but something like 100K SNAs have been issued, 60K have been redeemed would tell us that the 59900 redeemed were either not FTer's or went well. Just a touch of perspective here would help.

Starwood Lurker

You would get the SNA's back, but I have to believe that the chance this will happen to you is practically nil. Even if it did, you can believe some hard questions are going to asked at the property level and that SPG will get to the source of it to ensure it doesn't happen again.

Best regards,

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

[email protected]

whimike

I, too, would hope this is a relatively one-off situation. However, I suspect its more along the lines of the percentage of people that get walked due to overselling a room. The reality is that sh!t happens, however unpleasant it may be to the customer, and it rarely is done with ill intentions.

Procedures and standards are in place for what happens when a customer gets walked from a confirmed stay (I think), I would hope some sort of formal, or even informal, procedures are put in place for a property that confirms a customer into a particular upgraded room using instruments that the hotel is compensated with, but then can't provide it at check-in.

RogerD408

The standard here is to refund what was paid and maybe some goodwill points/cash. As long as the property has a room, it's not a walk. In extreme cases, I've heard of hotels putting a roll-away in a hospitality room (with bath). Still not a walk.

whimike

Correct, I wasn't suggesting it would be a walk. The question is what would happen if I paid for a suite and when I check in they only have a base room available? Clearly I would expect more than just the rate difference refunded.

Since an SNA is a form of payment, I would hope they would come up with a policy where a hotel has already confirmed the SNA but then not have the room available upon check-in. I wouldn't expect a simple refund of the SNA to be sufficient.

LovetoTravel83

Question for the Lurkers,

I'm thinking of booking a stay at a property which has the Sunsational Savings offer of Comp 4th night, 100 USD credit and upgrade at check-in if available.

If I use the SNA at the property and it was successful, is it possible to further upgrade at check-in? Their T&C only says this "If guest books a larger suite, upgrades are not possible, as there are no larger rooms to upgrade."

Starwood Lurker II

The answer is no(clearly stated by their T&Cs). But, YMMV especially if lady luck is in a good mood.

[email protected]

Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd

LovetoTravel83

Their T&C's say larger suite, If I use the SNA it would be the lowest suite catagory and not larger at all.

Starwood Lurker

Thyetus gave you the right answer. Officially, no; however, YMMV.

Best regards,

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

[email protected]

PersonalFlotationDevice

I have been paging through the thread without finding the answer to:

Can I get another 10 SNA if I clear 100 nights in a year? What about 150?

3544quebec

Only if you have a couple of pseudonyms and extra SPG accounts

JWAustinVTX

Unable to request suite nights at Stonebriar Westin Frisco.

I'm not sure which of these reasons apply, I do have 3 rooms on this reservation but platinum concierge said this was not the reason.


Suite Night Awards can’t be requested for some types of reservations and in some circumstances – these are:
The rate booked is a non-eligible SPG rate.
The member does not have sufficient Suite Night Awards in the account for the duration of the stay.
Suite Night Awards can’t be applied online to stays with more than one room. Please call us to use your Awards.
The number of people in a reservation party exceeds the capacity of any upgrade room options.
Suite Night Awards can’t be applied after 3 p.m. local hotel time the day before arrival.
Suite Night Awards can’t be applied to a reservation that is already booked with an upgrade option for those dates.
The hotel isn’t configured for Suite Night Awards. Potential reasons include, but are not limited to, hotels that don’t have upgraded room types and all-suite hotels.

RogerD408

Simple answer, no.

RogerD408

So you've call the Plat Desk and they can't/won't find out why it's being denied? You might try sending a PM to the Lurker's (did I see William is out of the office) and see if they can shed some light on why and maybe break something open.