What I am learning about Suite Night Upgrades

Discussion in 'Starwood | Preferred Guest' started by avflyer, Jul 12, 2012.  |  Print Topic

  1. avflyer
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    avflyer Silver Member

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    So, I have utilized Suite Night Upgrade awards several times and in doing so, I have learned a few things.

    First: The suite you get is not anything above and beyond what you might expect out of a standard complimentary upgrade. In fact, during my current stay, I had booked two back-to-back reservations, the first using a couple SNUs and the second just a regular reservation. When I called the front desk to let them know we indeed had a second reservation and could we just stay in our current room, there was no problem.

    Which leads to point two: If you want a suite for an extended period of time, book one reservation with the SNU and then a second without after the first reservation. When you check in, do as I did and just ask to be kept in the same room for the second reservation. I've tried twice and it worked both times. This will extend the usefulness of these awards.

    Third: Be careful what you ask for. I will not name the property, but they granted my SNU for a stay and lo and behold, it was one of these "conference" suites with a conference room attached to a standard bedroom. Huh? It might be a good idea, when your SNU is confirmed to call ahead and ask what type of room they actually have you booked for.
     
  2. uggboy
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    uggboy Gold Member

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    There is no shame in naming properties!
     
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  3. MSPeconomist
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    MSPeconomist Gold Member

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    You request particular room (suite) types when asking to use the suite night awards, so you should be able to pick/control what sort of suite you get. Did you not notice the description of the conference suite? Or did your hotel have these lumped together with another sort of suite in their categories? Are you sure you were given the suite category you requested, which was presumably what was confirmed by the automatic system?

    Being able to stay in the same suite for additional days, your second reservation, without using the certs does not indicate that you would have gotten the same suite as a Plat upgrade. For some properties, you can request to use suite upgrade certs for categories that are not standard suites.
     
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  4. Leumas
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    Leumas Silver Member

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    You can probably do that most of the time with standard (award) bookings anyway...?
     
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  5. avflyer
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    avflyer Silver Member

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    Well, I posted this up almost 2 years ago and SNUs still confuse me. I put in a request for an SNU at the Ala Moana Surfrider. I got the typical message prior to check in that "we were unable to accommodate your request". Bummer.

    Upon check-in we were given an amazing one bedroom suite on the 14th floor ocean view no less, and a connecting room for our other reservation. Voila! The SNU was not deducted from my account so I assume this was just a "regular" Platinum Upgrade....very nice and thanks to the hotel.

    Still confused though.
     
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  6. SPG Champion
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    SPG Champion Official Representative

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    Was this in the Banyan portion of the property or the Tower?

    Anything can happen over the course of 24 - 48 hours when it comes to suite availability. Just because a suite on the Suite Night Award rate plan doesn't clear over the 5-day span the system is checking, doesn't mean it won't be available when you finally arrive to check in. And, in that case, SPG expects the kind of outcome you experienced.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
     
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  7. avflyer
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    avflyer Silver Member

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    In the Tower...reno'd room...gorgeous. Please pass my aloha to the property
     
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  8. SPG Champion
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    SPG Champion Official Representative

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    Well, that might be your explanation right there. The only suite type on the SNA rate plan that supports these awards is the Banyan Ocean Suite, so if they were sold out, then the SNA's canceled out, were returned to you, and the resort went above and beyond at check-in by upgrading you to a suite that is not standard.

    I'll be sure to pass along your kudos.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
     
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  9. Pizzaman
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    Pizzaman Co-founder

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    Frankly, this has been a very disappointing part of the SPG program since inception. I try to frame it in the light that this is an added benefit I didn't have a couple years ago. SPG gives me the occasional aspirational upgrade, but it's not something I'm guaranteed at booking.

    I have yet to get early confirmation of SNAs. I've had some come through within 5 days of arrival, but the SNAs were still deducted from my account. My SPG Ambassador has been instrumental in getting me some solid upgrades, but I can't help but imagine that the implementation to-date of the SNAs probably hasn't met SPG's expectations either.
     
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  10. Pizzaman
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    Pizzaman Co-founder

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    Quick update. My SPG Ambassador reached out to me a few days ago in regards to my comments above. The social media team at SPG alerted him to my comments.

    He was reaching out to make sure I was still a satisfied customer, which I am because of my stellar Ambassador. While I've been critical of the SNA process, I think it's a great sign on behalf of SPG that they proactively followed up on my comments here.

    While I didn't get a ton of info, my ambassador did note that they've heard the concerns from other members about SNAs and they are working on it. I didn't get any optics into what, if any, solutions might be coming to make this a more enjoyable benefit for members. I'm hoping things will improve in this area, as I was very excited when SNA was launched. The confirmed Diamond suite upgrades are such a welcome benefit from Hyatt.

    It's not to say that there aren't still plenty of great reasons to love SPG. I just fear I won't make 100 nights this year and won't have my ambassador in my corner when it comes to suite upgrades. It only comes up a couple times a year, but it's certainly one of the more important benefits for me.
     
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  11. brodyf

    brodyf Gold Member

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    I have been a very satisfied SPG member since 1999, and last year I made Lifetime Platinum. I continue to give Starwood the majority of my travel business. However, I have to say that the Suite Night Awards program has been a big flop in my eyes, and the only disappointing thing the SPG program has even done.

    Prior to the introduction of the SNAs I would routinely get upgraded to fancy schmancy suites where ever I traveled. It seemed a virtual lock that I would get a comp PLT upgrade to a very nice suite, even getting the occasional Presidential suite in Europe.

    However since the announcement of the SNAs, it seems Starwood properties have decided that an upgrade for a PLT is just a slightly nicer room or maybe a club level room with an extra bottle of water. No more suites for me. The timing of the reduction in value of the comp upgrades and the SNA program was simultaneous in my eyes. I have also been extremely unlucky in ever being able to utlilize a SNA. I think I let 5 die on the vine unused last year, even though I had over 30 SPG stays, and I don't know or care if I earn any this year. They are basically useless to me.
     
  12. avflyer
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    avflyer Silver Member

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    Who is your ambassador? Mine is great, very proactive. Also, why are we calling them SNAs and not SNUs (Suite Night Upgrades)?????
     
  13. alfagirl

    alfagirl Gold Member

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    This same thing happened to me in Kauai at the St. Regis. SNAs unavailable, and at check-in we got a St. Regis suite!!!
     
  14. mattsteg
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    mattsteg Gold Member

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    NSA denied at Sheraton Mirage Port Douglas, ended up in the "Captain Owen Suite". Between the program malfunctioning and rooms that aren't available in it anyway, it's pretty hit and miss.
     
  15. alfagirl

    alfagirl Gold Member

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    Foiled again! SNAs can't be confirmed for my stay tomorrow for 3 nights. But, in my reminder email, I can upgrade for $25 - $90 a night for a suite! Checked my account, still in same room booked. Boo hoo
     
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  16. uggboy
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    uggboy Gold Member

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    Thanks for the update. Sad to hear. :(
     

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