Jul 15, 13, 6:21 pm
Last edit by: Oxon Flyer
This thread is discussing the 2013 gift. For (speculation concerning) a 2014 gift, see here.
A. Eligibility for 2013 Starwood Requalification Gift
1. Who qualifies to receive a 2013 gift?
1. What is the 2013 Gold gift?
1. Where do I register/select my gift?
2. I just enter my SPG number, click "Continue," then enter my email address and click "Submit," right?
A. Eligibility for 2013 Starwood Requalification Gift
1. Who qualifies to receive a 2013 gift?
SPG members qualify for a 2013 gift in one of three ways:
2. I'm lifetime SPG Gold/Platinum. Do I qualify?- For members who were Gold or lower in 2012,
- by completing 10 stays or 25 nights in 2013, or
- by spending $30,000 in 2013 on an SPG Amex card linked to the SPG account
- For members who were Platinum in 2012, by completing 25 stays or 50 nights in 2013
Not on that basis, no.
3. I was Platinum in 2012, but only achieved Gold in 2013. Do I qualify?No.
4. I was Platinum in 2012 and re-earned Platinum status this year. Do I qualify?Yes -- for the 2013 Platinum gift. You will not receive the Gold gift as well.
5. I was a Gold (or base-level) member in 2012 and earned Platinum status this year. Do I qualify?Yes. You qualify for both the Gold gift and the Platinum gift. Note, however, that you must register for (i.e., select via the SPG website) your Gold gift prior to qualifying for Platinum. If you reach Platinum status before selecting your Gold gift, the latter will no longer be available.
6. I (re)qualified a few days ago but have received no notice of my gift. Why?You will receive an email from SPG within 3 weeks after you (re)qualify, though it could come more quickly.
7. I (re)qualified several weeks/months ago but have received no notice of my gift. Why?There are multiple possible explanations:
Even without the email, you may still register for your gift as discussed in section C below.
B. Details on the 2013 Starwood Requalification Gifts- You have no email address on file with SPG
- Your email address is no longer valid (e.g., address from previous employment)
- The email was caught in a spam filter
Even without the email, you may still register for your gift as discussed in section C below.
1. What is the 2013 Gold gift?
You may choose one of the following:
2. What is the 2013 Platinum gift?- double-earning on base points for stays during a future calendar month
- 25% off a future award stay, subject to certain conditions (described in section B.5 below)
You may choose one of the following:
3. If I opt for double points as my gift, when will the benefit apply?- double-earning on base points for stays during a future calendar month
- 35% off a future award stay, subject to certain conditions (described in section B.5 below)
The answer differs for Gold and Platinum gifts.
For Gold gifts, your month of earning double base points will be the second month after the calendar month in which you register/select your gift. For example, if you register any time in October, your double base points month will be December.
For Platinum gifts, at the time of registration you will be given a choice of the first, second, or third month following the month after which you register. For example, if you register in December, you may select one month from among February, March, or April as your double base points month.
4. If I opt for the 25%/35% award discount as my gift, when will the benefit apply?For Gold gifts, your month of earning double base points will be the second month after the calendar month in which you register/select your gift. For example, if you register any time in October, your double base points month will be December.
For Platinum gifts, at the time of registration you will be given a choice of the first, second, or third month following the month after which you register. For example, if you register in December, you may select one month from among February, March, or April as your double base points month.
The benefit may be used for a stay at any time until the end of the sixth month following the month of registration. For example, if you register in December 2013, you may take your discount stay any time until the end of June 2014 (including any time in December 2013 after your e-certificate is issued; see section B.6 below). Note: Your award stay must fall entirely within the period of validity, i.e., you must check out on or before the last day your gift is valid.
5. What are the "certain conditions" (mentioned in B.2 above) applicable to the 25%/35% award discount?The award discount gift
6. How soon after registration can I use my award discount gift?- applies only to standard rooms
- may be used at any category 1-6 property (i.e., excludes category 7)
- may be used only for one room
- may be used for a single stay of up to 5 nights
- may not be used for Cash & Points award stays
An e-certificate will appear in your SPG account within 7 business days after you register. (Some members report that their certificate appeared much sooner, within 48 hours. YMMV.) Once the certificate has been credited, you may use it.
Note: If you have fewer than 1300 points in your SPG account, the certificate will not be displayed in your account.
7. I have an existing reservation for an award stay. Can I apply my discount certificate to it?Note: If you have fewer than 1300 points in your SPG account, the certificate will not be displayed in your account.
Yes, an SPG phone representative should be able to modify the reservation for you.
8. I already applied my discount certificate to an upcoming reservation, but would now like to cancel the latter. Will I forfeit my certificate or do I get it back?Your certificate will reappear in your account & remain available for use, subject to the original period of validity (as described in section B.4 above).
9. I had a stay/several stays prior to registration. Can I apply my double points or discount certificate retroactively?No.
10. Are gift benefits "stackable" with other SPG benefits/promotions?Yes. Your double base points gift may be earned in addition to any other extra-points promotion. Likewise, your award discount certificate may be applied to a five-night stay on which you also receive the normal Fifth Night Free benefit. (Note, however, that the certificate may not be applied to a Nights & Flights redemption.)
C. Registering for Your 2013 Starwood Requalification Gift1. Where do I register/select my gift?
2. I just enter my SPG number, click "Continue," then enter my email address and click "Submit," right?
Yes, if you want to choose double points. Note the line above your SPG number that reads, "Would you like to switch to xx% off redemption? Click here." Follow that instruction if you do not want the double-points gift.
3. Oops. I already registered and would like to change my gift. How do I do that?You can't, not even if you call SPG and ask. Your selection is irrevocable, so choose carefully and wisely.
4. How soon do I have to register?NOTE: Although it was originally mentioned that registration for this promotion would close at the end of January 2014, it remained open until February 7, 2014. Per a number of posts from FT members, SPG Platinum phone and chat representatives have mentioned that registration will be open throughout various times in 2014. The ONLY official sources for the January 31, 2014 date were multiple Lurkers on this FT thread regarding the promotion (posts #244, #284, #422, #482, #520, #527, #565, and #663, ).
You may register at any time through the end of January 2014; after that, your gift expires and registration will no longer be available. (Tip: If you have not registered by the end of December 2013, register ASAP in January. There is no advantage to waiting until the end of January to register.)
The registration deadline of 31 Jan 2014 has been confirmed here in this thread by the Starwood official representative, though doesn't seem to be stated in any of the promotional materials or emails. Some posters have reported that they have been informed by other SPG channels that registration can be done after this date.
Note also, as discussed in section A.5 above, that 2012 Gold/base-level members who earn Platinum status have a limited window -- between Gold qualification and completing the stays/nights for Platinum -- in which to claim their Gold award.
5. What's the fine print?The registration deadline of 31 Jan 2014 has been confirmed here in this thread by the Starwood official representative, though doesn't seem to be stated in any of the promotional materials or emails. Some posters have reported that they have been informed by other SPG channels that registration can be done after this date.
Note also, as discussed in section A.5 above, that 2012 Gold/base-level members who earn Platinum status have a limited window -- between Gold qualification and completing the stays/nights for Platinum -- in which to claim their Gold award.
The Terms and Conditions for the Gold gift options:
Double Starpoints Month: Registered member can choose to earn double Starpoints on all eligible stays during the calendar month that is two months out from today's month. Members who earn double Starpoints will earn an additional two Starpoints per eligible US$1 spent (for a total of four Starpoints per dollar). Elite-level extra Starpoints earnings and other bonuses will not be doubled. Only the base two Starpoints per dollar earnings are doubled. There is no limit to the number of bonus Starpoints that can be earned during the promotion period. Bonus Starpoints will post to the registered member's account within 24 weeks after the qualifying stay posts. An Eligible Night is a night at any of the over 1,100 SPG-participating hotels and resorts paying an Eligible Rate during the promotion period. An Eligible Rate is any rate that is eligible to earn Starpoints in the Starwood Preferred Guest program. SPG-participating hotels and resorts and a description of Eligible Stays and Eligible Rates can be found at spg.com under program terms and conditions. See Section 1.4 b iii for the complete definition of Eligible Rates, but note that certain prepaid rooms where the booking is made through a third party (including but not limited to travelocity.com, expedia.com and orbitz.com) are not Eligible Rates and do not earn Starpoints or qualify toward promotional earnings.
25% off Starpoints Redemption: Registered member can choose one (1) 25%-off redemption award. SPG members must call 1-888-625-4990 or their nearest Starwood Preferred Guest Customer Contact Center and mention the Award ID provided on the confirmation page and/or confirmation email. Offer is valid for one award at Category 16 hotels and resorts for up to a five-night stay six months from when the member registered. This 25%-off redemption offer excludes Category 7 properties, upgrade awards and award reservations booked online. 25%-off redemption and no blackout dates applies to standard room categories only. 25%-off redemption stay will count toward elite qualification if used by the registered member. Member forfeits percent-off redemption when modifying award reservation outside the offer dates. If a percent-off redemption award is cancelled, only the amount of Starpoints used to order the percent-off redemption award will be credited to the member's account. Other restrictions may apply. Advance reservations required.
Qualifications and Starwood Terms: Members who qualify for the Gold gift must make a selection before they qualify for Platinum in order to take advantage of the Gold gift. After qualifying for Platinum status, the Gold gift selection will no longer be available. Offers are nontransferable and void for Starwood employees. Once a member chooses his or her offer it cannot be changed at any time. All promotions are subject to the Starwood Preferred Guest program terms and conditions, which are subject to change without notice and can be found at spg.com. Offer is applicable to individual members only and not to groups. Not responsible for omissions or typographical errors. Starwood reserves the right to discontinue this offer at any time. To update your communication preferences or learn about our privacy practices, view our Privacy Statement on spg.com/privacy, or access our privacy information line by calling 1-877-782-0071 in the U.S. and Canada or +353-21-4930474 in all other countries. Starpoints, SPG, Preferred Guest, Sheraton, Four Points, W, Aloft, The Luxury Collection, Le Mridien, Element, Sheraton, St. Regis and their respective logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its affiliates. Void where prohibited by law. 2013 Starwood Hotels & Resorts Worldwide, Inc. All rights reserved.
25% off Starpoints Redemption: Registered member can choose one (1) 25%-off redemption award. SPG members must call 1-888-625-4990 or their nearest Starwood Preferred Guest Customer Contact Center and mention the Award ID provided on the confirmation page and/or confirmation email. Offer is valid for one award at Category 16 hotels and resorts for up to a five-night stay six months from when the member registered. This 25%-off redemption offer excludes Category 7 properties, upgrade awards and award reservations booked online. 25%-off redemption and no blackout dates applies to standard room categories only. 25%-off redemption stay will count toward elite qualification if used by the registered member. Member forfeits percent-off redemption when modifying award reservation outside the offer dates. If a percent-off redemption award is cancelled, only the amount of Starpoints used to order the percent-off redemption award will be credited to the member's account. Other restrictions may apply. Advance reservations required.
Qualifications and Starwood Terms: Members who qualify for the Gold gift must make a selection before they qualify for Platinum in order to take advantage of the Gold gift. After qualifying for Platinum status, the Gold gift selection will no longer be available. Offers are nontransferable and void for Starwood employees. Once a member chooses his or her offer it cannot be changed at any time. All promotions are subject to the Starwood Preferred Guest program terms and conditions, which are subject to change without notice and can be found at spg.com. Offer is applicable to individual members only and not to groups. Not responsible for omissions or typographical errors. Starwood reserves the right to discontinue this offer at any time. To update your communication preferences or learn about our privacy practices, view our Privacy Statement on spg.com/privacy, or access our privacy information line by calling 1-877-782-0071 in the U.S. and Canada or +353-21-4930474 in all other countries. Starpoints, SPG, Preferred Guest, Sheraton, Four Points, W, Aloft, The Luxury Collection, Le Mridien, Element, Sheraton, St. Regis and their respective logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its affiliates. Void where prohibited by law. 2013 Starwood Hotels & Resorts Worldwide, Inc. All rights reserved.
The Terms and Conditions for the Platinum gift:
Double Starpoints Month: Registered member can choose to earn double Starpoints on all eligible stays during the calendar month of their choice from the three months provided as options. Retroactive selecting of the member's bonus month is prohibited. Members who earn double Starpoints will earn an additional two Starpoints per eligible US$1 spent (for a total of four Starpoints per dollar). Elite-level extra Starpoints earnings and other bonuses will not be doubled. Only the base two Starpoints per dollar earnings are doubled. There is no limit to the number of bonus Starpoints that can be earned during the promotion period. Bonus Starpoints will post to the registered member's account within 24 weeks after the qualifying stay posts. An Eligible Night is a night at any of the over 1,100 SPG-participating hotels and resorts paying an Eligible Rate during the promotion period. An Eligible Rate is any rate that is eligible to earn Starpoints in the Starwood Preferred Guest program. SPG-participating hotels and resorts and a description of Eligible Stays and Eligible Rates can be found at spg.com under program terms and conditions. See Section 1.4 b iii for the complete definition of Eligible Rates, but note that certain prepaid rooms where the booking is made through a third party (including but not limited to travelocity.com, expedia.com and orbitz.com) are not Eligible Rates and do not earn Starpoints or qualify toward promotional earnings.
35% off Starpoints Redemption: Registered member can choose one (1) 35%-off redemption award. SPG members must call 1-888-625-4991 or their nearest Starwood Preferred Guest Customer Contact Center and mention the Award ID provided on the confirmation page and/or confirmation email. Offer is valid for one award at Category 16 hotels and resorts for up to a five-night stay six months from when the member registered. This 35%-off redemption offer excludes Category 7 properties, upgrade awards and award reservations booked online. 35%-off redemption and no blackout dates applies to standard room categories only. 35%-off redemption stay will count toward elite qualification if used by the registered member. Member forfeits percent-off redemption when modifying award reservation outside the offer dates. If a percent-off redemption award is cancelled, only the amount of Starpoints used to order the percent-off redemption award will be credited to the member's account. Other restrictions may apply. Advance reservations required.
Qualifications and Starwood Terms: Members who qualify for the Gold gift must make a selection before they qualify for Platinum in order to take advantage of the Gold gift. After qualifying for Platinum status, the Gold gift selection will no longer be available. Offers are nontransferable and void for Starwood employees. Once a member chooses his or her offer it cannot be changed at any time. All promotions are subject to the Starwood Preferred Guest program terms and conditions, which are subject to change without notice and can be found at spg.com. Offer is applicable to individual members only and not to groups. Not responsible for omissions or typographical errors. Starwood reserves the right to discontinue this offer at any time. To update your communication preferences or learn about our privacy practices, view our Privacy Statement on spg.com/privacy, or access our privacy information line by calling 1-877-782-0071 in the U.S. and Canada or +353-21-4930474 in all other countries. Starpoints, SPG, Preferred Guest, Sheraton, Four Points, W, Aloft, The Luxury Collection, Le Mridien, Element, Sheraton, St. Regis and their respective logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its affiliates. Void where prohibited by law. 2013 Starwood Hotels & Resorts Worldwide, Inc. All rights reserved.
35% off Starpoints Redemption: Registered member can choose one (1) 35%-off redemption award. SPG members must call 1-888-625-4991 or their nearest Starwood Preferred Guest Customer Contact Center and mention the Award ID provided on the confirmation page and/or confirmation email. Offer is valid for one award at Category 16 hotels and resorts for up to a five-night stay six months from when the member registered. This 35%-off redemption offer excludes Category 7 properties, upgrade awards and award reservations booked online. 35%-off redemption and no blackout dates applies to standard room categories only. 35%-off redemption stay will count toward elite qualification if used by the registered member. Member forfeits percent-off redemption when modifying award reservation outside the offer dates. If a percent-off redemption award is cancelled, only the amount of Starpoints used to order the percent-off redemption award will be credited to the member's account. Other restrictions may apply. Advance reservations required.
Qualifications and Starwood Terms: Members who qualify for the Gold gift must make a selection before they qualify for Platinum in order to take advantage of the Gold gift. After qualifying for Platinum status, the Gold gift selection will no longer be available. Offers are nontransferable and void for Starwood employees. Once a member chooses his or her offer it cannot be changed at any time. All promotions are subject to the Starwood Preferred Guest program terms and conditions, which are subject to change without notice and can be found at spg.com. Offer is applicable to individual members only and not to groups. Not responsible for omissions or typographical errors. Starwood reserves the right to discontinue this offer at any time. To update your communication preferences or learn about our privacy practices, view our Privacy Statement on spg.com/privacy, or access our privacy information line by calling 1-877-782-0071 in the U.S. and Canada or +353-21-4930474 in all other countries. Starpoints, SPG, Preferred Guest, Sheraton, Four Points, W, Aloft, The Luxury Collection, Le Mridien, Element, Sheraton, St. Regis and their respective logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its affiliates. Void where prohibited by law. 2013 Starwood Hotels & Resorts Worldwide, Inc. All rights reserved.
Promo : Requalification Gift in 2013 : Double Points or 25%(Gold)/35%(Plat) off award
Apr 25, 13, 11:18 am
#226
Join Date: Feb 2011
Location: NYC
Programs: AA Platinum, Hyatt Diamond, Starwood Platinum, Marriott Platinum, Hilton Diamond
Posts: 159
William,
If you make Platinum by participating in the Platinum challenge, will that count?
If you make Platinum by participating in the Platinum challenge, will that count?
Apr 25, 13, 11:47 am
#228
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 25, 13, 11:52 am
#229
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Diamond, GHA Tit, BA Gold, Turkish Elite
Posts: 8,367
Thanks, am all over it 
My last stay got me 2 points per dollar.
Now I'm Gold and in the promo I think I should get 2 base + 1 elite + 2 Double Take + 2 Requal bonus = 7 points per dollar
A handy time to have an unusually long stay, really.
My last stay got me 2 points per dollar.
Now I'm Gold and in the promo I think I should get 2 base + 1 elite + 2 Double Take + 2 Requal bonus = 7 points per dollar
A handy time to have an unusually long stay, really.
Apr 27, 13, 2:22 am
#230
Join Date: Apr 2006
Location: SYD
Programs: QF LTS, TK Elite, HH Gold, Marriott Bonvoy Gold
Posts: 175
I had quite a bit of a struggle to book the 35% off award redemption that came with this 
The email suggested I call the PlatConcierge to book - it didn't look like I could book it online.
I called, gave the booking request and quoted the Award ID.
The Plat rep. had no clue whatsoever about this award. After a bit of searching&digging, he decided to have a convo with his supervisor. He then undertood what the award was about.
Afterward, he claimed his system was acting up: for a Cat 6 property, the computer was showing the required # of points at 20K for the first 4 nights, and 16K for the 5th night (not the 5th night free) - BEFORE applying the award. The 5th night free wasn't showing in the system at all (!) Again, no idea why this was happening.
He issued the reservation manually with 5th night free, as a pending request, and then deducted the points separately. Somehow the resn' showed up on my SPG page, but it had this ominous note:
"We have found your reservation. It is not possible to display this particular reservation online. This is usually due to an unusual or complex rate or set of rates associated with the reservation in question. For questions regarding this reservation, please contact the Customer Contact Center nearest you."
Question: Is there a reason why the system doesn't allow for a regular booking with these awards? Why is it so complex?
I still had the PlatConcierge on the line. When I noticed that I can't apply SNAs online, I asked for his help to apply SNAs to the reservation. He said I couldn't apply SNAs because they are not "available". The hotel I was booking for (Le Meridien Ile des Pins) most definitely accepts SNAs, and I had enough SNAs to cover the whole resn' period. Still, the rep. claimed that if there are no suites available at the time of my request, then they request for an upgrade at all. When I quoted him the SNA process from SPG website, he claimed there is no option to put the request in "from a computer standpoint" and thus request couldn't even be processed.
He suggested the only thing I could do was to keep requesting, manually, to see if a suite becomes available!
I got frustrated with this so asked to speak with a supervisor. The supervisor acknowledged that there may be a system glitch and suggested to investigate. I'm waiting to hear the results.
Question: Can the lurkers confirm that there are no restrictions for applying SNAs to the 35% off redemptions?
All in all, I like the gift but I really wish I could have avoided a 40 min. phone call to redeem it
The email suggested I call the PlatConcierge to book - it didn't look like I could book it online.
I called, gave the booking request and quoted the Award ID.
The Plat rep. had no clue whatsoever about this award. After a bit of searching&digging, he decided to have a convo with his supervisor. He then undertood what the award was about.
Afterward, he claimed his system was acting up: for a Cat 6 property, the computer was showing the required # of points at 20K for the first 4 nights, and 16K for the 5th night (not the 5th night free) - BEFORE applying the award. The 5th night free wasn't showing in the system at all (!) Again, no idea why this was happening.
He issued the reservation manually with 5th night free, as a pending request, and then deducted the points separately. Somehow the resn' showed up on my SPG page, but it had this ominous note:
"We have found your reservation. It is not possible to display this particular reservation online. This is usually due to an unusual or complex rate or set of rates associated with the reservation in question. For questions regarding this reservation, please contact the Customer Contact Center nearest you."
Question: Is there a reason why the system doesn't allow for a regular booking with these awards? Why is it so complex?
I still had the PlatConcierge on the line. When I noticed that I can't apply SNAs online, I asked for his help to apply SNAs to the reservation. He said I couldn't apply SNAs because they are not "available". The hotel I was booking for (Le Meridien Ile des Pins) most definitely accepts SNAs, and I had enough SNAs to cover the whole resn' period. Still, the rep. claimed that if there are no suites available at the time of my request, then they request for an upgrade at all. When I quoted him the SNA process from SPG website, he claimed there is no option to put the request in "from a computer standpoint" and thus request couldn't even be processed.
He suggested the only thing I could do was to keep requesting, manually, to see if a suite becomes available!
I got frustrated with this so asked to speak with a supervisor. The supervisor acknowledged that there may be a system glitch and suggested to investigate. I'm waiting to hear the results.
Question: Can the lurkers confirm that there are no restrictions for applying SNAs to the 35% off redemptions?
All in all, I like the gift but I really wish I could have avoided a 40 min. phone call to redeem it
Apr 27, 13, 2:14 pm
#231
Join Date: Aug 2008
Location: Texas
Programs: AA Exec Plat, Starwood Platinum
Posts: 244
PP1 35%OFF CAT 6 5LO
In addition - there was no issue with adding the SNA to the reservation.
Apr 28, 13, 2:52 am
#232
Join Date: Aug 2005
Programs: AA Plt 3MM; UA 1K 2 MM; MR Lifetime Plat; HH Lifetime Diamond; HH Diamond; IGH Spire Ambas; SPG Gold
Posts: 2,149
The campaign will run all year so if you havent earned or requalified status yet there is still time and you will be eligible for the gift when you qualify.
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]
Apr 28, 13, 6:32 am
#233
Join Date: Feb 2011
Location: PWM/MHT/BOS
Programs: UA (lame duck)1K, US Plat,HHonors Diamond, PC Plat, SPG Plat, MR Platinum
Posts: 605
After reading through this thread I have to say that William should get a medal for being, by far, the most responsive and helpful lurker in all of FT.
Apr 28, 13, 6:35 pm
#234
Join Date: Mar 2009
Posts: 165
Read through all posts and didn't see this answered.
If I make an award reservation for 2 rooms (same dates, same hotel), will the 25% off gold reward apply to the points required for both rooms or just one?
Has anyone successfully applied this to a royal club room?
If I make an award reservation for 2 rooms (same dates, same hotel), will the 25% off gold reward apply to the points required for both rooms or just one?
Has anyone successfully applied this to a royal club room?
Apr 28, 13, 10:05 pm
#235
Join Date: May 2012
Programs: SPG Plat
Posts: 792
Read through all posts and didn't see this answered.
If I make an award reservation for 2 rooms (same dates, same hotel), will the 25% off gold reward apply to the points required for both rooms or just one?
Has anyone successfully applied this to a royal club room?
If I make an award reservation for 2 rooms (same dates, same hotel), will the 25% off gold reward apply to the points required for both rooms or just one?
Has anyone successfully applied this to a royal club room?
Apr 29, 13, 3:21 am
#236
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
I had quite a bit of a struggle to book the 35% off award redemption that came with this
The email suggested I call the PlatConcierge to book - it didn't look like I could book it online.
I called, gave the booking request and quoted the Award ID.
The Plat rep. had no clue whatsoever about this award. After a bit of searching&digging, he decided to have a convo with his supervisor. He then undertood what the award was about.
Afterward, he claimed his system was acting up: for a Cat 6 property, the computer was showing the required # of points at 20K for the first 4 nights, and 16K for the 5th night (not the 5th night free) - BEFORE applying the award. The 5th night free wasn't showing in the system at all (!) Again, no idea why this was happening.
He issued the reservation manually with 5th night free, as a pending request, and then deducted the points separately. Somehow the resn' showed up on my SPG page, but it had this ominous note:
"We have found your reservation. It is not possible to display this particular reservation online. This is usually due to an unusual or complex rate or set of rates associated with the reservation in question. For questions regarding this reservation, please contact the Customer Contact Center nearest you."
Question: Is there a reason why the system doesn't allow for a regular booking with these awards? Why is it so complex?
I still had the PlatConcierge on the line. When I noticed that I can't apply SNAs online, I asked for his help to apply SNAs to the reservation. He said I couldn't apply SNAs because they are not "available". The hotel I was booking for (Le Meridien Ile des Pins) most definitely accepts SNAs, and I had enough SNAs to cover the whole resn' period. Still, the rep. claimed that if there are no suites available at the time of my request, then they request for an upgrade at all. When I quoted him the SNA process from SPG website, he claimed there is no option to put the request in "from a computer standpoint" and thus request couldn't even be processed.
He suggested the only thing I could do was to keep requesting, manually, to see if a suite becomes available!
I got frustrated with this so asked to speak with a supervisor. The supervisor acknowledged that there may be a system glitch and suggested to investigate. I'm waiting to hear the results.
Question: Can the lurkers confirm that there are no restrictions for applying SNAs to the 35% off redemptions?
All in all, I like the gift but I really wish I could have avoided a 40 min. phone call to redeem it
The email suggested I call the PlatConcierge to book - it didn't look like I could book it online.
I called, gave the booking request and quoted the Award ID.
The Plat rep. had no clue whatsoever about this award. After a bit of searching&digging, he decided to have a convo with his supervisor. He then undertood what the award was about.
Afterward, he claimed his system was acting up: for a Cat 6 property, the computer was showing the required # of points at 20K for the first 4 nights, and 16K for the 5th night (not the 5th night free) - BEFORE applying the award. The 5th night free wasn't showing in the system at all (!) Again, no idea why this was happening.
He issued the reservation manually with 5th night free, as a pending request, and then deducted the points separately. Somehow the resn' showed up on my SPG page, but it had this ominous note:
"We have found your reservation. It is not possible to display this particular reservation online. This is usually due to an unusual or complex rate or set of rates associated with the reservation in question. For questions regarding this reservation, please contact the Customer Contact Center nearest you."
Question: Is there a reason why the system doesn't allow for a regular booking with these awards? Why is it so complex?
I still had the PlatConcierge on the line. When I noticed that I can't apply SNAs online, I asked for his help to apply SNAs to the reservation. He said I couldn't apply SNAs because they are not "available". The hotel I was booking for (Le Meridien Ile des Pins) most definitely accepts SNAs, and I had enough SNAs to cover the whole resn' period. Still, the rep. claimed that if there are no suites available at the time of my request, then they request for an upgrade at all. When I quoted him the SNA process from SPG website, he claimed there is no option to put the request in "from a computer standpoint" and thus request couldn't even be processed.
He suggested the only thing I could do was to keep requesting, manually, to see if a suite becomes available!
I got frustrated with this so asked to speak with a supervisor. The supervisor acknowledged that there may be a system glitch and suggested to investigate. I'm waiting to hear the results.
Question: Can the lurkers confirm that there are no restrictions for applying SNAs to the 35% off redemptions?
All in all, I like the gift but I really wish I could have avoided a 40 min. phone call to redeem it
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Apr 29, 13, 3:24 am
#237
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
They don't, as far as I know.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Apr 29, 13, 10:55 am
#238
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
They don't, as far as I know.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 30, 13, 1:26 am
#239
Join Date: May 2012
Programs: SPG Plat
Posts: 792
Can I book an award using the 35%-off for someone else? i.e. I use my points + 35% off to book an award stay for my girlfriend.
Apr 30, 13, 4:12 am
#240
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
