A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,409
The program rules specify a one-category upgrade subject to availability at check in (except where a confirmed upgrade is the special amenity). If you book a superior room and the next category up is deluxe, which has no availability, but the next (two up) category of grand deluxe does have availability, you will not necessarily get the upgrade. In addition, some properties limit upgrades, for example not beyond a junior suite, which means that if you book the junior suite, they might not give you an upgrade even if deluxe junior suites are available. If you call, the PTS agents should be able to tell you which categories can upgrade into what according to program rules. Sometimes it makes sense strategically to reserve a slightly more expensive room to get a significant upgrade.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.