"Eligible Night" definition and credit help
Mar 14, 2018, 5:11 am
#1
Original Poster
Join Date: May 2016
Location: Guadalajara MX,
Programs: VB, UA, AM
Posts: 163
"Eligible Night" definition and credit help
Made reservation for 2 night stay at SPG hotel. Let's say Check-in Tuesday Feb, 6 and check-out Thursday Feb 8. Normally I arrive at hotels late in evening of check-in day but because of a flight delay, I didn't physically check-in until 3am on Wed Feb 7.
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
Mar 14, 2018, 5:14 am
#2
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Made reservation for 2 night stay at SPG hotel. Let's say Check-in Tuesday Feb, 6 and check-out Thursday Feb 8. Normally I arrive at hotels late in evening of check-in day but because of a flight delay, I didn't physically check-in until 3am on Wed Feb 7.
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
Mar 14, 2018, 5:40 am
#3
Original Poster
Join Date: May 2016
Location: Guadalajara MX,
Programs: VB, UA, AM
Posts: 163
I called the property in question and because the Eligible Night credit had already been posted, I was told to contact: research@starwood..... So the response to only getting 1 night credit vs 2 night credit came from SPG and not the actual hotel property. I just find the argument that I checked-in on the 7th instead of the 6th to be dumb. It was 3am. Which just leads to me ask the FT community if they've encountered this before. And what the definition of "night" according to SPG is.
Mar 14, 2018, 5:45 am
#4
Join Date: Dec 2016
Location: Dubai
Programs: SPG 100 Ambassador, LH M&M Senator, Skywards Silver
Posts: 250
I've checked in after midnight multiple times and never had issue like this. Eligible night = paid night at hotel, regardless of when you check in.
Mar 14, 2018, 5:57 am
#5
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
I'll ask for the refund, although I think we all know the response to that
I called the property in question and because the Eligible Night credit had already been posted, I was told to contact: research@starwood..... So the response to only getting 1 night credit vs 2 night credit came from SPG and not the actual hotel property. I just find the argument that I checked-in on the 7th instead of the 6th to be dumb. It was 3am. Which just leads to me ask the FT community if they've encountered this before. And what the definition of "night" according to SPG is.
I called the property in question and because the Eligible Night credit had already been posted, I was told to contact: research@starwood..... So the response to only getting 1 night credit vs 2 night credit came from SPG and not the actual hotel property. I just find the argument that I checked-in on the 7th instead of the 6th to be dumb. It was 3am. Which just leads to me ask the FT community if they've encountered this before. And what the definition of "night" according to SPG is.
like really? What do they expect someone who arrives after midnight to do to? Sleep on the lobby until check in time as after midnight check-in doesnt count as an eligible night?
Anyways, i have an email my ambassador sent me a few years ago that after midnight check in and/or check-out the night prior to standard expected checkout time counts as a night credit
Mar 14, 2018, 6:08 am
#6
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,032
Made reservation for 2 night stay at SPG hotel. Let's say Check-in Tuesday Feb, 6 and check-out Thursday Feb 8. Normally I arrive at hotels late in evening of check-in day but because of a flight delay, I didn't physically check-in until 3am on Wed Feb 7.
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
SPG is only crediting 1 Eligible Night towards stating that I had not stayed the 1st of the 2 nights because I checked-in on Feb 7 and not Feb 6. How do I counter that argument? I looked through T&Cs but cannot find definition of "Night" is. Can you folks help?
The thread links listed here explain SPGs position and how to get your credits added.
Mar 14, 2018, 6:37 am
#7
Original Poster
Join Date: May 2016
Location: Guadalajara MX,
Programs: VB, UA, AM
Posts: 163
Thanks for the responses and the links to previous threads. It'll help me prepare my response to SPG.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
Mar 14, 2018, 9:46 am
#8
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
Thanks for the responses and the links to previous threads. It'll help me prepare my response to SPG.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
Mar 14, 2018, 9:51 am
#9
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Thanks for the responses and the links to previous threads. It'll help me prepare my response to SPG.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
On the same note/topic, since I have the experts' attention, what about checking-out earlier per we in my reservation? Let's say I check-out 11:30pm Wed Feb 7 instead of 11:30am of Feb 8? Is that considered a "night" even if paid for?
It's got me thinking of how these things work.
It's an interesting question. I am staying at a Starwood hotel this week and catching a midnight flight out on Friday. I asked if they could give me a courtesy late check-out at 9 pm on Friday. They replied I would need to pay the full rate for Friday night, which is fair enough. But when I asked if I would get the night's credit towards elite requalification, they said no because I was checking out before midnight!
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Mar 14, 2018, 10:25 am
#10
Join Date: Feb 2014
Posts: 20
It doesn’t matter what time you arrive.
It matters if you arrive before or after the hotel runs its Night Audit. If you arrive very late at night, it generally helps if you ask the hotel to pre-register your reservation so you’re considered in-house before they roll the date.
Arriving before the audit will grant you the elite qualifying night for the original date of arrival. Arriving after the audit will not. Some hotels run their audit earlier between 2-3am and others run the audit at 5-6am which depends on the flow of the night, the size of the hotel, and the Night Auditor’s discretion.
It matters if you arrive before or after the hotel runs its Night Audit. If you arrive very late at night, it generally helps if you ask the hotel to pre-register your reservation so you’re considered in-house before they roll the date.
Arriving before the audit will grant you the elite qualifying night for the original date of arrival. Arriving after the audit will not. Some hotels run their audit earlier between 2-3am and others run the audit at 5-6am which depends on the flow of the night, the size of the hotel, and the Night Auditor’s discretion.
Mar 14, 2018, 10:46 am
#11
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
It's an interesting question. I am staying at a Starwood hotel this week and catching a midnight flight out on Friday. I asked if they could give me a courtesy late check-out at 9 pm on Friday. They replied I would need to pay the full rate for Friday night, which is fair enough. But when I asked if I would get the night's credit towards elite requalification, they said no because I was checking out before midnight!
Mar 14, 2018, 11:28 am
#12
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,048
It's an interesting question. I am staying at a Starwood hotel this week and catching a midnight flight out on Friday. I asked if they could give me a courtesy late check-out at 9 pm on Friday. They replied I would need to pay the full rate for Friday night, which is fair enough. But when I asked if I would get the night's credit towards elite requalification, they said no because I was checking out before midnight!
The trick here is to not check out with the front desk. Just leave when you need to and they will check you out the next day with credit being posted. I almost never stop by the front desk when leaving. The system is programed to do date math from time of check in to time of check out without any regard about intended actions.
In some countries/hotels you're not going to get out the door without proof of having paid... But in North America and Europe you should be fine with just walking out.
Mar 14, 2018, 1:38 pm
#13
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
In a year or so we can all be complaining about Marriott's night/points crediting anomalies. Oxon Flyer's remarks fit my experiences with SPG.
Mar 14, 2018, 2:01 pm
#14
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140
Hotels that don't follow the rules must be punished. If you're ever told by the hotel that you didn't spend the night, use this as evidence to get your credit card company to refund that part of the charge.
Mar 14, 2018, 7:54 pm
#15
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,009
More accurately, it will not "automatically" grant you the night credit. It requires a call/email to fix - I've had it happen numerous times. I've never been told I hadn't earned the night credit.