TravelinSperry

Seriously William? Taken out of inventory? LOL!

Yes, it's the late check out time.

And yes, this was my fall back option if they denied me. I checked in last night... and no, the room isn't out of inventory. The front desk agent said to me they are quite full and need the room. And yet, the response they provided on email was that they denied it due to my SNA being approved. They were playing games - which anyone could've guessed.

However, the day of my stay the Ambassador team called the hotel and told me they got it approved. After the front desk agent told me they're too full (again denying my 5pm request at check-in), I showed her the email from the Ambassador team stating it was approved. And she said since it was approved, she'd honor it (not seconds after telling me she couldn't).

So it appears I'm all set now... although we'll find out more tomorrow (when likely my key won't work past their 10am check out time and I'll have to go to the front desk to fix). Then I'll see if they really will honor it.

Assuming it is all good - kudos to the Ambassador team for their assistance. If they don't, well... I'll just go stare at the beautiful falls for 5 hours and meditate

margarita girl

Would like to stay at Moana Surfrider again next month and got another bizarre reason for denying my request.

does anyone know what this means in the context of Your24?

TravelinSperry

When I update my arrival time to a time that is a (Your24) request via the "Set your Stay Preferences & Platinum Your24™ Benefit" on the website - I do not receive an email noting that my Your24 request has been received/sent. However, can I rest peacefully knowing the hotel is working on my request? Why not send an email re this?

m0mo

no. unfortunately i am dealing with a similar situation. i updated using the same form and didn't receive an email. i called in to the platinum line to ask about the request since i didn't receive an email. the agent said it was received and being processed.

fast forward to a day before check in and i called to check on status only to be told that no request was ever submitted and now it is too late to submit one.

TravelinSperry

Thanks, that was exactly my worry. So now I've reached out to my Ambassador and the Your24 support team via their email as well. Want to make sure this request was received and is being processed properly.

Lurkers, perhaps you can request the tech team update the site process to send confirmation emails when we request a Your24 so things like this don't happen to people like it did to m0mo.

UPDATE: It turns out my request was not received by Starwood. The response from the Your24 help desk was: "I do not see any history showing a requested Your24 for this reservation." And yet, as I stated I made the request via the "Set your Stay Preferences & Platinum Your24™ Benefit" on the website. Very disconcerting and obviously a bug in the Starwood system that needs to be looked into and fixed. Anyone else who is requesting Your24 via this method may want to email the Your24 help desk directly to make sure your request was properly received.

Flews

Made a Your24 request when booking the Hamilton Sheraton the other day, and received an email the next morning indicating it was approved. Gotta like a seamless benefit, delivered with alacrity.

Cheers,

seawolf

Hi Lurkers, is there a guideline for when Your24 can be denied? I have a reservation two days from now for a one night at Sheraton HKG (NOV17/NOV18) and requested Your24 for 8PM/8PM. Requested denied due to projected occupancy.

Yet when I go to SPG.com, not only is point redemption available for the evening of NOV 18, it is also quoting at least 15 (fifteen) rooms available for sale for the standard room type. The hotel can't offer one of the 15 rooms for four extra hours (eg Platinum 4PM to my Your24 request of 8PM).

Starwood Lurker IV

Hi Seawolf,

Sheraton Hong Kong Hotel and Towers is projected to sell out on the 18th and hotels may deny a Your24 request when the property or room type is projected to sell out.

Please check with the hotel at check-in to see if the circumstances have changed or if they have noted any late arrivals for the following day.

Kind regards,

Alexandra Baker
Specialist, Social Media
Starwood Hotels and Resorts

[email protected]

andersonCooper

Mine is Nov 19 and got instant approved...

Last time I was declined by W Hong Kong but when I checked in at 8am they still offered me an upgraded room. All my bad impressions from W Atlanta were gone when W HK did that.

UA-NYC

Request it a second time, but change your arrive/depart by an hour or two

seawolf

Thanks for all the replies.

I called Sheraton directly and they did offer confirmed 6PM instead of 8PM. Decided to go to the Grand Hyatt instead. They have a "locals" rate that offer a 24 hour stay (checkout the same time checked in the night prior).

The whole experience disgusts me. As of this moment (less than 48 hours to my requested checkout time), spg.com reporting. 15+ Superior rooms avail in King. 15+ Superior rooms avail in 2 Singles. 15+ Superior rooms avail in 1 Singles. 15+ Deluxe rooms avail in 2 Singles. Another 15+ Deluxe rooms avail in King.

So they are telling me that they expect to sell 75+ rooms in the next 48 hours. I didn't even count the higher room types that Platinum can get upgraded to.

UA-NYC

I too can be frustrated w/SNAs...I bat maybe .500

But - those rooms may not be mutually exclusive (think of an airline offering J5F5, but they may already be technically sold out of J but willing to do opt-ups).

TravelinSperry

It's not Starwood - it's that specific HK Sheraton property. They play games, always have. I had to fight to get a Suite upgrade. At check in all suites showed as available yet they claimed they were sold out. I said, I could book one right now via the website for a fee. So you are lying. Eventually a manager came out and gave me one of the sold out and unavailable suites. The property does everything it can to avoid giving SPG benefits. Shame that as it's a good property otherwise.

RogerD408

Also keep in mind as confirmed in the SNA thread, properties will offer more rooms than they have, so the margin just might be a lot slimmer than you think. I don't have specifics on this property but some have very good statistics about load factors and may be willing to go out on a limb to get more bookings but don't want to over extend otherwise.

Keyser

just had a your24 request approved for a 10pm check-in & 10pm check-out for a sold out hotel next week....i love this benefit....in my opinion its one of the best perks of the program....