Is it usual for your reservation to completely disappear online the morning of check in?

I have an email confirmation [the hotel looks full] so I'm not worried but why the disappearance?

In my experience, yes the reservation drops off of upcoming/future stays the day of check in. I wish they would remain on the site, since it can be a little disconcerting, but I have never had an issue with a hotel not having my reservation.

I think if you try to find the reservation by confirmation number, the website will bring it up.

In addition to searching by confirmation number if you have an iPhone and the SPG app then it will appear in the all stays area of the application.

Completely normal. This threw me off when I first switched from Hilton to Starwood. I ended up double booking.

This phenomena started about a month ago.

We used to be able to view the reservation even after check-in, and it drops off only the day after.

I have had issue when checking in to the hotel. They could not find my reservation because it dropped off the same day. Then I had to go through alot of trouble calling the SPG Platinum concierge to have them sort out the problems. It's extremely annoying. Fortunately these hotel incidents were only in US. I can't imagine being in another country and not having ease of mobile phone. Usually the receptionist are not very friendly. They won't call on behalf for you.

It is also a real hassle if you want to cancel or change your reservation on the day of check-in. You then have to go searching through your old emails for the confirmation number. The res often won`t show up when checking with your SPG number.

Started again a month ago, but it has happened on and off over the past few years. We just had a little rest from it disappearing. A bit of a pain though.

No big deal. As long as you have a copy of your reservation confirmation, which you should always print and keep when you get it, there shouldn't be any problems at check in, or which changes or cancellation (subject to Ts & Cs for your staff of course).

Cheers,

SORRY, I carry enough crap

I had assumed that it was because I was being upgraded! Everytime I have then gone in by the reserrvation number that is the case. ^

+1. That is what I remember reading here from lurking long before I actually joined as a FTer and started posting. The hotel pulled your record and made adjustment (i.e. upgrade), then you will not see it on spg.com anymore. If you call the SPG help line, they will be able to confirm your reservation. I sort of remember our *W lurker confirmed this.

Its an unnecessry hassle. If I make the reservation on spg.com, I should be able to change it or cancel it up till the cancellation deadline on spg.com.

When the hotel processes an upgrade the reservation usually doesn't disappear but the details can't be viewed and the reservation can't be changed/cancelled online. This doesn't always happen so it clearly isn't a necessary consequence of receiving an upgrade prior to check-in. Its simply another example of cutomer-unfriendly software that no-one at SPG seems to want to do anything about.

As someone who stays solely on his own dime it p*sses me off that if I'm inhouse for example at the Sheraton Rio and I want to stay longer and not go to Buenos Aires where I hold a reservation, I can't cancel online and have to pay BRL10 (about $US5.50) to make a toll-free call from the Sheraton Rio to SPG reservations in Brazil.

Hi members,

Sorry for the inconvenience caused. Let me forward this to my web assist team for a review.

Let's hope the new software is able to rectify this.

[email protected]

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd