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97nts currently, 102 by Friday,then [email protected] Westin Snowmass, will ambassador save me?

97nts currently, 102 by Friday,then [email protected] Westin Snowmass, will ambassador save me?

 
Old Dec 16, 14, 1:12 am
  #1  
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97nts currently, 102 by Friday,then [email protected] Westin Snowmass, will ambassador save me?

Hello,

I have applied suite night awards to all 5 nights of my stay at the Westin Snowmass for 12/19-12/24. I also am currently sitting at 97 nights posted as of this moment, and when I check out from the Element Las Vegas on Friday, I will have 102 nights.

Will I have an SPG ambassador by the time I arrive at the Westin Snowmass?

Will my SPG ambassador have any more sway or.....be of any assistance in securing my suite night awards? Or will they not be able to necessarily override, or ensure anything?

I think this could be far fetched, but if there is ANY time I want to see SPG shine like the north star, it is this very moment right here.

I am at 99 nights right now, and tomorrow night will be the big 100. I am not checking out nightly, so the stays post at the end of the stay.
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Old Dec 16, 14, 1:41 am
  #2  
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Originally Posted by factory81 View Post
Hello,

I have applied suite night awards to all 5 nights of my stay at the Westin Snowmass for 12/19-12/24. I also am currently sitting at 97 nights posted as of this moment, and when I check out from the Element Las Vegas on Friday, I will have 102 nights.

Will I have an SPG ambassador by the time I arrive at the Westin Snowmass?

Will my SPG ambassador have any more sway or.....be of any assistance in securing my suite night awards? Or will they not be able to necessarily override, or ensure anything?

I think this could be far fetched, but if there is ANY time I want to see SPG shine like the north star, it is this very moment right here.

I am at 99 nights right now, and tomorrow night will be the big 100. I am not checking out nightly, so the stays post at the end of the stay.
Thank you for your continued support in Starwood Hotels & Resorts . While I am not able to speak on behalf of the ambassador program, I can invite them to contact you instead.

[email protected]

Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
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Old Dec 16, 14, 5:07 am
  #3  
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Originally Posted by factory81 View Post
Will my SPG ambassador have any more sway or.....be of any assistance in securing my suite night awards? Or will they not be able to necessarily override, or ensure anything?
Worth checking out this post for what sway ambassadors are *supposed* to have over the SNA process.
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Old Dec 16, 14, 7:13 am
  #4  
 
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I would contact the GM directly if the stay is important.
Once you hit the 100 nights, it took 5-10 days before I had my ambassador assigned.

The 100 night celebration is up to descretion of the hotel, but I got nothing the past 2 years.

Ambassadors have no power for clearing SNA's, fully automated process.

Last weekend I had a birthday weekend for my fiancee and my ambassador asked all the information regarding her favorite drink/snack so the hotel could arrange something. The hotel only gave a card and some berries, and nothing what I communicated to my ambassador. I was expecting a bit more from a Luxury Collection based on the Ambassador's input and importance of the stay. I realized again that if you want something, pay for it. Same applies for suites.
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Old Dec 16, 14, 9:55 am
  #5  
 
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It won't make a difference. YMMV, but my experience with the ambassador program over the past 3 years is that it's pretty hollow in terms of 'recognition' or pulling strings. My best success has come from communicating with the property directly.
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Old Dec 16, 14, 11:57 am
  #6  
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Originally Posted by factory81 View Post
I have applied suite night awards to all 5 nights of my stay at the Westin Snowmass for 12/19-12/24. I also am currently sitting at 97 nights posted as of this moment, and when I check out from the Element Las Vegas on Friday, I will have 102 nights.

Will I have an SPG ambassador by the time I arrive at the Westin Snowmass?
Friday is the 19th, so if you're asking if between checkout Friday morning and check-in later the same day your nights will post, your Ambassador will be assigned, will contact you, and influence SNA's, automatically, I'm confident that the answer will be no.

Proactive contact at the address above is your best hope. Despite what "should" happen, my Ambassador did get me a confirmed upgrade for a stay where the SNA hadn't cleared (which I unfortunately had to then cancel).
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Old Dec 16, 14, 4:00 pm
  #7  
 
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Afraid Ambassadors have no influence iver SNA's clearing so you will be disappointed in that regard. If you feel the SNA's should clear but are not doing they might look into it for you but doubt they will be able to do much!

I am afraid even if you get a very helpful Ambassador they cannot do much about SNA's at all! In regards what else they maybe able to do these days it is all down to the properties and if they are inclined to listen to the Ambassadors requests but after recent experiences even when Ambassadors have all the goodwill in the world it can mean very little when you actually arrive at the proprty. Keep expectations low and you may from time to time be pleasently surprised, but dont expect to much!

As for something to celebrate your 100th night, this year I got 100th night and Lifetime Plat and nothing happened at all, it seems Starwood dont really celebrate things anymore!
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Old Dec 16, 14, 5:50 pm
  #8  
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Originally Posted by toddml View Post
Afraid Ambassadors have no influence iver SNA's clearing so you will be disappointed in that regard.
As noted in the immediately preceding post, not true.
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Old Dec 16, 14, 5:56 pm
  #9  
 
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Originally Posted by toddml View Post
I am afraid even if you get a very helpful Ambassador they cannot do much about SNA's at all!
I can definitely vouch for this.
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Old Dec 16, 14, 7:19 pm
  #10  
 
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Originally Posted by CPRich View Post
As noted in the immediately preceding post, not true.
How so? My ambassador told me the same thing. I would agree with those who say it doesn't make ANY difference for the clearing of SNA whether you have an ambassador or not...
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Old Dec 16, 14, 9:17 pm
  #11  
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Worst experience with Starwood today ever. I feel I should invoice Starwood for my time...

1. Called Plat. Concierge to ask if platinums pay resort fee. Placed on hold for 15 minutes and I eventually hung up.

2. Called Plat. Concierge to ask if platinums pay resort fee. Immediately told I would pay the full resort fee. I asked about the fact that the recent e-mails sent to me all indicate $30 resort fee, although the initial e-mails for the booking say $25. I asked if I have to pay $25 or $30. I was told $30. This is a bait and switch.

3. Called Westin Snowmass direct to inquire about Your24 between 6:37 and 7:30 PM EST. I called every 10 minutes or so and never had anyone pick up the phone.

4. Called Plat. Concierge desk @ 7:30 to call and ask if they could contact the hotel directly, get the general managers name, and the direct number to reach him. I left my information and asked them to return the call once they have reached the hotel. It is now 10:41 EST. I have not heard back yet.

5. Called Plat. Concierge after work to try and get the same information again. They do not have any other number for the hotel, and are only able to give me the general managers name. My takeaway; the only number that is available for the Westin Snowmass is barely staffed. If this is what the general phone is like, what would my experience be like if I call concierge at the hotel? Will they even pick up?

6. Inquire about the fact that my stay is booked as five individual nights for some reason (3 nights are from the earned award night valid @ cat 1-6, 2 are nights on points). One night has the confirmed suite night award actually applied and active. Will I be checking in and out of hotel rooms daily since this is treated as 5 individual nights? Like is this going to be a vacation? Or will I be checking out at 10 AM every morning and checking back in at 4PM? Because that doesn't sound like vacation to me....

7. I asked about the "hidden inventory" I was told 1 week ago. I looked at the Westin Snowmass and see no rooms available, and think to myself; great no suite night award. When I ask on the phone with the platinum concierge desk; they remark that they have multiple junior suites available that are not available to the general public. When I asked about this today, they apologized but told me that there is in fact, no such thing as hidden inventory.

8. I asked if the Platinum desk can invite the ambassador to reach out to me, like what Theytus Lee is offering to do. The Platinum desk said they themselves do not have the resources to do this. I asked them why does an individual in your social media marketing department have more resources at their disposal than yourself? They did not have an answer.

I don't know what to say Starwood, they really upset me today. I've been told a lot of different things by a lot of different people. All I want to do is talk with the GM @ the Westin Snowmass and try and go bat for myself.

I am jealous of my coworkers who have the confirmed suite night @ Hyatt. I am very pessimistic about the suite night award program. I think I want to call them "stay'n pray award nights". I sit and slave it out on the road all year long, and of course we want to go to aspirational properties during popular times to stay. So in essence, the SNA's are practically pointless. Since the suites will almost always be sold out during the times/places I want to stay.

SO Starwood, great to work with you today, glad to know I can always upgrade at the Camden, NJ Aloft.......
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Old Dec 16, 14, 10:10 pm
  #12  
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Wow, I find it hard to believe that you're really a Platinum when it appears you know so little about the program or hotels in general.
  1. Of course Platinums have to pay the resort fee. Some hotels waive it, but they're few and far between.
  2. If you have an original confirmation for $25, that's what you'll pay. Point this out when you check out. If they insist on overcharging you (though I've never seen a hotel do that), dispute it directly with the credit card company.
  3. Hotels do not administer Your24. And based on #6, you may have trouble with that as well.
  4. Some hotels are hard to reach, and I do commiserate on that. However, this is certainly not unique to, or prevalent with, Starwood. Personally, I don't think asking for a GM's direct line is even a reasonable request.
  5. See #4.
  6. You chose to book your stay that way, so you have nobody to blame but yourself. Hotels generally try to keep you in the same room, but there's no guarantee when you make multiple bookings. I do it all the time, and have never had to move.
  7. When hotels overbook, they often shuffle inventory as needed. They will usually overbook basic rooms and leave suites for overflow/upgrades.
  8. I would not expect the Platinum desk to be able to contact an ambassador, particularly since you don't have one yet. And yes, social media contacts at many (most? all?) companies often (always?) have more contacts and power than front-line CS representatives.
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Old Dec 16, 14, 10:15 pm
  #13  
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Originally Posted by Football Fan View Post
How so? My ambassador told me the same thing. I would agree with those who say it doesn't make ANY difference for the clearing of SNA whether you have an ambassador or not...
I received a reply from SPG that my SNA hadn't cleared. I checked on-line and suites were available for sale. I contacted my ambassador and asked what was up. She wrote back a couple of hours later to say she contacted the property and my SNA were now processed and my upgrade confirmed.

When faced with a statement that something can't happen and observing it happen, I tend to believe that it can happen. YMMV, I suppose.
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Old Dec 16, 14, 10:20 pm
  #14  
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Originally Posted by factory81 View Post
Worst experience with Starwood today ever. I feel I should invoice Starwood for my time...
I was going to reply, but mahasamatman pretty much summed it up.

Your understanding and expectations of the SPG program seems to misaligned in myriad ways.
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Old Dec 16, 14, 10:32 pm
  #15  
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Originally Posted by factory81 View Post
Worst experience with Starwood today ever. I feel I should invoice Starwood for my time...

....

SO Starwood, great to work with you today, glad to know I can always upgrade at the Camden, NJ Aloft.......
Well I am sorry to hear about the inconvenience you have faced. Let me connect with the ambassador team again to reach out to you today.

Also regarding the following points:

2. Called Plat. Concierge to ask if platinums pay resort fee. Immediately told I would pay the full resort fee. I asked about the fact that the recent e-mails sent to me all indicate $30 resort fee, although the initial e-mails for the booking say $25. I asked if I have to pay $25 or $30. I was told $30. This is a bait and switch.

I understand that my co-workers from the Platinum Concierge has advised you on the actual resort fee. Do let me know if this is not true.

6. Inquire about the fact that my stay is booked as five individual nights for some reason (3 nights are from the earned award night valid @ cat 1-6, 2 are nights on points). One night has the confirmed suite night award actually applied and active. Will I be checking in and out of hotel rooms daily since this is treated as 5 individual nights? Like is this going to be a vacation? Or will I be checking out at 10 AM every morning and checking back in at 4PM? Because that doesn't sound like vacation to me....

I am afraid this is totally up to the discretion of the resort but I can drop them an email to inform about your request to not check out every day for the whole stay. Do note that the property might combine some of your reservations after that and your SNA request may be affected. Would you like me to reach out to the resort?

[email protected]

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

Last edited by Starwood Lurker II; Dec 16, 14 at 10:39 pm
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