mike21

Hi,

I have a question about how suite nights expire and when they are deemed used.

Here is my scenario I currently have 15 suite nights in my account with 5 due to expire on 31/12/17 (the other 10 expire next year 31/12/18).

I have a booking at an SPG hotel from 2nd Jan 2018 for 5 nights
if I request a suite night reward for the above booking before 31/12/17 (the expiry date of the 5 suite nights) and this is accepted so i get the suite nights approved will be be the old suite nights that are used? so I still have 10 remaining? Or will the 5 suite nights due to expire on 31/12/17 expire and the above booking use my newer suite nights so I am only left with 5 suite nights.

thanks
Mike

bhrubin

If I understand correctly, your hotel stay begins Jan 2, 2018. That means you will lose all of your 5 remaining SNAs that expire on 31/12/2017. And your SNAs expiring 31/12/2018 will be used for your hotel stay. It has nothing to do with when you BOOK. It has to do with when you STAY.

mike21

Thanks for the info

I thought that might be the case kind of disappointing as I have tried a few times to use these suite nights seems often they are just not available.

Cheers
Mike

ckendall

Just a quick follow-up to close the story. I made another reservation to stay at the hotel for this weekend and immediately forwarded it to my contact at the hotel. Having reserved a regular room I was immediately upgraded to a suite (with no deduction from my SNAs). I got here yesterday and finally ended up in the top floor Eiffel suite with a view of the tower (and a suite that is not part of the upgrade pool). So many thanks to the folks at Le Dokhan's for taking care of me so well this time, and of course to our SPG Champion who seems to work miracles behind the scenes.

And lunch at L'Assiette de David Rathgeber (cassoulet for two of us and tete de veau for another) is one of the best ways to spend a few hours on a rainy Saturday afternoon.

gamersonia

Last night I received an e-mail stating I cancelled SNA request ( it is a coming Feb 16-20 stay) which I did not cancel at all.
My first thought was my account got hacked so I called the customer service directly.
The lady who answered my call said she saw the record that the hotel reviewed my reservation and denied it.
I am a bit confused.... isn't the system start looking for suites availability 5 days before arrival, not like 10 days?
The lady re-apply my SNA request again anyway, but this is the first time for me having this problem.
Have anyone experienced this before?
BTW there are still suites during the same time period on SPG.com ( which I know it is not the same room availability but still....)

Starwood Lurker IV

Hello Gamersonia,

We are sorry for any inconvenience this situation has caused you.

Unfortunately, your SNA request was cancelled due to a technical error.

Please feel free to let us know if we can assist you further with your SNA request.

Best regards,

Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]

Dayton45402

Has anyone been successful calling and changing their PLAT50 gift. I didn't make a selection and was given the default 10 suite night awards. I wanted to change this to one free night, but called the Platinum line today and was told there was no way i could change it. I haven't used or even applied for any of these award nights.

Starwood Lurker

My apologies, but once it is awarded, it cannot be changed. From the terms and conditions of membership:

• 9.4.a. Choice of Additional Benefit (50 Eligible Nights). A Platinum Preferred Guest who has 50 Eligible Nights in a Qualifying Period is eligible to receive one additional benefit from the list of available benefits listed at www.spg.com/50nightsbenefit (a "Platinum 50 Eligible Nights Benefit"). The list of available Platinum 50 Eligible Nights Benefits on www.spg.com/50nightsbenefit is subject to change at any time. Once a Platinum Preferred Guest becomes eligible to receive a Platinum 50 Eligible Nights Benefit, he/she must choose his/her Platinum 50 Eligible Nights Benefit by visiting www.spg.com/50nightsbenefit and selecting a Platinum 50 Eligible Nights Benefit. A selection must be made through www.spg.com/50nightsbenefit and may not be made through a Customer Contact Center. All Platinum 50 Eligible Nights Benefit selections are final and may not be changed after they are made. In the event that an eligible Platinum Preferred Guest fails to select a Platinum 50 Eligible Nights Benefit by January 14th of the year following the applicable Qualifying Period, such Platinum Preferred Guest will receive 10 Suite Night Awards as his/her Platinum 50 Eligible Nights Benefit. "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 and the applicable terms and conditions set forth on www.spg.com/50nightsbenefit.

Best regards,

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

[email protected]

puchong

If a reservation with a confirmed SNA is canceled weeks before the arrival date (i.e. the entire booking is canceled), does the SNA go back to the annual pool, i.e. it is not wasted?

Starwood Lurker III

Hi puchong,

It depends on the cancellation policy of the reservation. If the reservation is a prepaid reservation, the Suite Night Award will be forfeited once the reservation is cancelled. If the reservation is booked under flexible rate, the Suite Night Award will be returned to member's account if the reservation is cancelled by 3pm local hotel time, one day prior to arrival.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

CloudCoder

Is it possible to UN-apply the upgrade (i..e "I changed my mind and I no longer need a suite"), return the SNA to the account, and THEN cancel the rez?

margarita girl

Very easy to cancel SNA. Just go to your reservation and remove the upgrade. As far as cancelling your reservation, that depends on the terms of the reservation.

stargold

The original question referred to the scenario where the SNA was already confirmed. The only way of cancelling the SNA once confirmed is to cancel the entire booking, as to which see the Lurker's previous post.

Starwood Lurker IV

You can cancel a request until 2 p.m. local hotel time the day before you arrive, as long as the Suite Night Award(s) haven’t already been confirmed for use on a reservation. Once your Suite Night Award(s) have been confirmed, the Award(s) are only returned to your account if you cancel your reservation. Please note that after 3 p.m. local hotel time the day before you arrive a reservation cancellation will result in the forfeiture of all Suite Night Award(s) applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.

For more information about SNA, please check this link: https://www.starwoodhotels.com/prefe....html?view=faq

Best regards,

Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide

damon88

Discovered the answer to my question.