Two weeks ago, I wrote about Why I Love Starwood Platinum Suite Night Awards. Towards the end of that blog post, I mentioned that I was able to apply a Suite Night Award towards a Presidential Suite at the Westin Singapore hotel.
I received an e-mail today from the Westin Singapore saying:
“We would like to inform you that Suite Night Award requests are for standard suites only. Due to a system glitch, our specialty suites, the Presidential Suite and Harbourview Suites, had been available as options for a Suite Night Award upgrade. This has since been rectified and Suite Night Award requests are now available for our standard suites, the Junior Suites and Sea View Suites.
We ask for your patience as our team works with our colleagues at SPG to have your SNA credited back to your account. If you find that this is still not reflected correctly after a week, please do not hesitate to let us know.
For your reference, your new confirmation number for your upcoming stay…….”
First off, the hotel completely cancelled my reservation without notifying me in advance. Furthermore, my Suite Night Award did not get credited back into my SPG account. The hotel created a new reservation for me with a new confirmation number.
This is clearly a bait and switch, but since Suite Night Awards are not confirmed upgrades until 5 days prior to check-in, I have no recourse. This is the first time that something like this has happened to me and I’m quite shocked at how they handled the situation. I am still missing my Suite Night Award credit and reconsidering my stay at this property.
What would you have done?