Fairmont President's Club - can't use 3rd night free because we got upgraded from a Fairmont room?

First world problems, I know... :rolleyes:

Last year, when I stayed at the Fairmont Orchid, I booked a Fairmont room, used a room upgrade cert + a suite upgrade cert + 3rd night free cert. So why can't I use my 3rd night free cert in the exact same situation this year? :td: I've talked to the FPC people and the reservations people at the hotel itself (or the generic Fairmont reservations line, anyway) and everyone has told me that this can't be done, because the 3rd night free cert is only good if you're staying in a Fairmont-class room, not upgraded from one.

Has anyone else run into this? Have policies changed? That 3rd night free was a real gem to use with the other certs, and I'm bummed that I was allowed to do it in the past but now apparently can't. :(

Definitely not my experience. The requirement has always been that you need to book a Fairmont room to apply the comp. night or 3rd night free cert, and you could always upgrade using a room or suite upgrade cert.

I just did this a month ago, no problems at all.

If true this would be a major devaluation of the program. :td:

Btw, how come you used a room upgrade cert and a suite upgrade cert during the same stay last year? Was it a special arrangement with the hotel to get a better suite? Otherwise it doesn´t make any sense at all (and stacking upgrade certs is not possible per the T&C anyway), a room upgrade cert would get you a one-category upgrade excluding suites, while a suite upgrade certs gets you an upgrade froma Fairmont room to a suite.

If your room rate is still available, you could try cancelling, making a new reservation, apply the free night cert and then have the upgrade cert applied. Of course that would only work if there hasn´t been a policy change...

Definitely not my experience. The requirement has always been that you need to book a Fairmont room to apply the comp. night or 3rd night free cert, and you could always upgrade using a room or suite upgrade cert.

I just did this a month ago, no problems at all.

If true this would be a major devaluation of the program. :td:

Btw, how come you used a room upgrade cert and a suite upgrade cert during the same stay last year? Was it a special arrangement with the hotel to get a better suite? Otherwise it doesn´t make any sense at all (and stacking upgrade certs is not possible per the T&C anyway), a room upgrade cert would get you a one-category upgrade excluding suites, while a suite upgrade certs gets you an upgrade froma Fairmont room to a suite.

If your room rate is still available, you could try cancelling, making a new reservation, apply the free night cert and then have the upgrade cert applied. Of course that would only work if there hasn´t been a policy change...

I used a room upgrade + suite upgrade during the same stay last time because we upgraded from a Fairmont garden view room to an ocean view suite. So the room upgrade got us ocean view instead of garden view, and the suite upgrade got us an ocean view suite vs. an ocean view room. Are you saying that we could use a suite upgrade from a Fairmont garden view room to an ocean view suite?

I used a room upgrade + suite upgrade during the same stay last time because we upgraded from a Fairmont garden view room to an ocean view suite. So the room upgrade got us ocean view instead of garden view, and the suite upgrade got us an ocean view suite vs. an ocean view room. Are you saying that we could use a suite upgrade from a Fairmont garden view room to an ocean view suite?

Interesting, never heard of anything like that...

Usually there is a designated suite category or several eligible suites which you can upgrade to using a suite upgrade cert, regardless of what room you book (moderate rooms being excluded from upgrades, of course). So if the hotel allows upgrades to ocean view suites you should have been able to upgrade by just using a suite upgrade cert.

I´m not familiar with this hotel´s policy, which is why I asked whether this was a special arrangement / directly negotiated with the hotel.

If, for instance, the garden view suite is the only suite you can usually upgrade to, then the hotel may offer upgrades to a higher suite if

1) you book a higher room category
2) pay an additional flat fee per night

1) and 2) have been offered to me at several Fairmont hotels (when negotiating the upgrade), but I´ve not once heard of combining a room and a suite upgrade cert (and the T&C specifically says that those two certs are not stackable). It´s certainly an interesting idea as the room upgrade certs are quite useless at most properties, but based on my experience something was handled wrongly in your case.

That being said, I find your experience of not being able to combine a suite upgrade cert with a 3fd night free cert much more disturbing.

That being said, I find your experience of not being able to combine a suite upgrade cert with a 3fd night free cert much more disturbing.

Good info, thanks! Don't want to use a room upgrade cert if I don't need to!

I agree, disturbing. Seems like last year everyone was nothing but helpful when I called to book, but this year there's either a ton of pushback, or people who just aren't knowledgeable about what can be done.

I have my confirmation number from last year's stay and I'm going to call the FPC line again tonight to figure out why I was able to do this last year, but not this year.

Mainly, this just sucks because I've been holding onto my 3rd night free cert (and now, apparently my room upgrade cert) for no reason all year. I could have definitely used those at other Fairmont stays this year. :td:

Good info, thanks! Don't want to use a room upgrade cert if I don't need to!

I agree, disturbing. Seems like last year everyone was nothing but helpful when I called to book, but this year there's either a ton of pushback, or people who just aren't knowledgeable about what can be done.

I have my confirmation number from last year's stay and I'm going to call the FPC line again tonight to figure out why I was able to do this last year, but not this year.

Mainly, this just sucks because I've been holding onto my 3rd night free cert (and now, apparently my room upgrade cert) for no reason all year. I could have definitely used those at other Fairmont stays this year. :td:

I´d first call and try to have the 3rd free cert applied without mentioning your issues. If the agent doesn´t comply you can still start an argument, but you may actually find an agent who´s happy to do what has been (and until an announcement is made still is IMO) the policy.

It´s kinda funny, my experience has been pretty much the same this year. Some very helpful agents, but more incidents where FPC failed to provide the service I expected and benefits being cut silently:

- it took them over half a year to send out my Passion benefits
- they deemed some night as "non-qualifying" more than half a year after those stays (that behaviour certainly didn´t impress me at all)
- upgrade policy at various hotels becoming more and more restrictive
- no effective complaint management
- various troubles getting my comp. nights credited for crossing 40/50 nights (I just remember I still haven´t received one of the two certs, even though I´ve been waiting for two months)

Most stays at the various hotels have been excellent, which is why I´m still happy to stay at Fairmont hotels when possible/convenient, but I haven´t been too happy with FPC lately.

OK, I called and finally got a straight answer. (This will be the 5th time we've called) - apparently the reason why I can't use my 3rd night free cert is because it only applies to Fairmont rooms, and Fairmont rooms are actually sold out for our stay. So we were somehow upgraded to Ocean View for slightly more (since there was absolutely nothing available for less), and the suite upgrade gets us an ocean view suite.

Still a bummer that I won't be able to get the free night I was hoping for, but at least someone was able to explain to me WHY, instead of offering up all kinds of excuses like "well that's not allowed" or "you could get the free night if you were staying in a Fairmont room, but not if your room gets upgraded" or blah blah blah.

I wonder if any of these rooms will open up close to our stay, maybe I could try then. I just hate having this 3rd night cert sitting here, burning a hole in my pocket.

Anyway, kudos to Trudy at the FPC premier line - she actually seems to know what she's talking about (and be able to explain it!) ^

Good to hear nothing has changed!

I´m still slightly confused. What room did you originally book? Was it a Fairmont room or not?

The agent is absolutely correct that free night / 3rd night free certs can´t be used on any other room category than a Fairmont room, but it doesn´t matter what´s available now, it´s the rate you originally booked that determines whether you can use the cert.

Good to hear nothing has changed!

I´m still slightly confused. What room did you originally book? Was it a Fairmont room or not?

The agent is absolutely correct that free night / 3rd night free certs can´t be used on any other room category than a Fairmont room, but it doesn´t matter what´s available now, it´s the rate you originally booked that determines whether you can use the cert.

Ohhh, interesting. I was not aware of this. But I just looked, and our stay is a bit wacky. It was originally supposed to be two 3-night stays, because both my husband and I wanted to use our 3rd night free certs.

However ... we found out that we couldn't get the 6th night in EITHER of those rooms, because apparently everything except suites/gold rooms are sold out for that night. And now we find out that we can't even use ONE 3rd night free cert. :td:

When we made the reservation, we got:
* 3 nights in an ocean front (Fairmont rooms were sold out)
* 2 nights in a Fairmont room

So we can't use the 3rd night free for the first 3 nights, because it's not a Fairmont Room. And we can't use it on the 2nd reservation because they couldn't even GET us a 3rd night. Quite a mess. :eek:

Good to hear nothing has changed!

The agent is absolutely correct that free night / 3rd night free certs can´t be used on any other room category than a Fairmont room, but it doesn´t matter what´s available now, it´s the rate you originally booked that determines whether you can use the cert.

When I was a Premier, I used the 3rd night free on more than one occasion on higher category rooms than a Fairmont room at the Kea Lani. Last year as a Platinum I used the free night certificate on a deluxe oceanview room there. I've booked again at the Kea Lani for next month and I'm using a free night certificate and I'm in a deluxe oceanview room again, however that's after receiving a two category upgrade from a Fairmont room (through my Virtuoso travel agent, not using certificates). I was at the Kea Lani 3 times last year, though, and have been a regular there for years, so maybe they're just doing me a favour.

When I was a Premier, I used the 3rd night free on more than one occasion on higher category rooms than a Fairmont room at the Kea Lani. Last year as a Platinum I used the free night certificate on a deluxe oceanview room there. I've booked again at the Kea Lani for next month and I'm using a free night certificate and I'm in a deluxe oceanview room again, however that's after receiving a two category upgrade from a Fairmont room (through my Virtuoso travel agent, not using certificates). I was at the Kea Lani 3 times last year, though, and have been a regular there for years, so maybe they're just doing me a favour.

Interesting. The Kea Lani is somewhat unique in that it is an all-suite hotel. AFAIK free night certs can be used on any Fairmont suite incl. garden view / partial ocean view / ocean view. So using a free night cert for the Deluxe Ocean View suite sounds about right, as the original suite (before getting the two category upgrade) would have been eligible.

As I said before, quite a few Fairmont hotels are more generous in applying benefits (as they understand that treating the regular/loyal guests pays off), but one should always keep in mind what the actual policy is per the FPC T&C.

- various troubles getting my comp. nights credited for crossing 40/50 nights (I just remember I still haven´t received one of the two certs, even though I´ve been waiting for two months)

A question for you on how this one works. In 2010, I stayed 40 nights exactly, so my 2011 certificates included two free nights (one from the basic platinum benefits, and one extra for the 40 nights). In 2011, I'm currently at 43 nights. Should I be receiving an extra free night now for crossing the 40-night threshold, or will that free night only be delivered to me as part of my 2012 benefit package?

Sorry if this is a confusing way to ask the question :rolleyes: ...my head hurts from keeping the benefit years all straight!

A question for you on how this one works. In 2010, I stayed 40 nights exactly, so my 2011 certificates included two free nights (one from the basic platinum benefits, and one extra for the 40 nights). In 2011, I'm currently at 43 nights. Should I be receiving an extra free night now for crossing the 40-night threshold, or will that free night only be delivered to me as part of my 2012 benefit package?

Sorry if this is a confusing way to ask the question :rolleyes: ...my head hurts from keeping the benefit years all straight!

Unfortunately there´s no clear answer I could give. So far I´ve received three different answers:

1) you get the cert immediately and it´s valid for one year from date of issue (this definitely was true for me as I got my cert for crossing 40 nights this fall)
2) same as #1 as long as the threshold is crossed before Sept. 30
3) #1 should have never happened and you get the extra certs at the beginning of the following membership year

After sending back and forth a few e-mails and phoning in several times regarding my other thresholds I´ve given up and will wait until March 1, and if the certs don´t post, I´ll make a fuss.

Ohhh, interesting. I was not aware of this. But I just looked, and our stay is a bit wacky. It was originally supposed to be two 3-night stays, because both my husband and I wanted to use our 3rd night free certs.

However ... we found out that we couldn't get the 6th night in EITHER of those rooms, because apparently everything except suites/gold rooms are sold out for that night. And now we find out that we can't even use ONE 3rd night free cert. :td:

When we made the reservation, we got:
* 3 nights in an ocean front (Fairmont rooms were sold out)
* 2 nights in a Fairmont room

So we can't use the 3rd night free for the first 3 nights, because it's not a Fairmont Room. And we can't use it on the 2nd reservation because they couldn't even GET us a 3rd night. Quite a mess. :eek:

I've encountered block bookings at Orchid before.. most get lifted, but before it gets lifted, it presents a difficult time trying to book reasonable accomodations on a longer term stay whose date affects the reservation..

Not allowed to use room upgrade cert and suite upgrade cert in conjunction.. You can quote a rate based on a third party site that offers the room upgrade and then apply the suite upgrade.. This is what I've done in the past and it works..

There is a fifth night free promo that is going on at the Orchid right now.. The rate includes Breakfast.. so I would see if this promo applies since you're staying at the Orchid for 5 nights.. You get one free night, and you still have the third night free certs..

Not sure about what you paid last year to use your third night frees.. But I've tried many a time to use my free nights at the Orchid, and its strictly applied to the Fairmont Garden View, using a suite upgrade to a Executive Garden View Suite..

You say that you received an Ocean View suite using some free nights applied last year?

When I was a Premier, I used the 3rd night free on more than one occasion on higher category rooms than a Fairmont room at the Kea Lani. Last year as a Platinum I used the free night certificate on a deluxe oceanview room there. I've booked again at the Kea Lani for next month and I'm using a free night certificate and I'm in a deluxe oceanview room again, however that's after receiving a two category upgrade from a Fairmont room (through my Virtuoso travel agent, not using certificates). I was at the Kea Lani 3 times last year, though, and have been a regular there for years, so maybe they're just doing me a favour.

I booked exactly how you did the last couple years.. The booking is based on Fairmont category, with suite upgrade applied.. quote third party website and the hotel at check-in makes a note to bump you up.. and the hotel may decide to further bump you up at check in..

But the Kea Lani has always been strict on using the free night certs on Fairmont category.. just once you book, its possible for the hotel to be generous with the upgrades, as we were fortunate enough to receive the same category suite you did last year..

You say that you received an Ocean View suite using some free nights applied last year?
Yep, last year we were upgraded to a GREAT ocean view suite from the base Fairmont room that we booked. It was one reservation for 6 nights (I had run into another situation where one night wasn't available at all because the hotel was 100% sold out to some private company) and I was able to use my my free night certificate as well.

Another bonus? It was my birthday (noted on our reservation) and when we arrived, there was a coupon for 2 free drinks at Brown's Beach House, Norio's, or the pool bar. The last night of our stay was treated as a separate reservation for the free night, I guess (Apparently as far as housekeeping was concerned) and they left another 2-free-drinks coupon for us. Score! ^

Yep, last year we were upgraded to a GREAT ocean view suite from the base Fairmont room that we booked. It was one reservation for 6 nights (I had run into another situation where one night wasn't available at all because the hotel was 100% sold out to some private company) and I was able to use my my free night certificate as well.

Another bonus? It was my birthday (noted on our reservation) and when we arrived, there was a coupon for 2 free drinks at Brown's Beach House, Norio's, or the pool bar. The last night of our stay was treated as a separate reservation for the free night, I guess (Apparently as far as housekeeping was concerned) and they left another 2-free-drinks coupon for us. Score! ^

That would make sense.. you booked Fairmont category, and was able to use your free night certs, and got upgraded at check-in which happens a bit with us at Kea Lani.. So initially you booked Garden View Executive Suite, and got upgraded at check-in to Ocean View Executive Suite?.. great to hear..

Sometimes it happens.. one year we got upgraded to OF one bedroom.. but its only been once size times we've visiited over the years..

That would make sense.. you booked Fairmont category, and was able to use your free night certs, and got upgraded at check-in which happens a bit with us at Kea Lani.. So initially you booked Garden View Executive Suite, and got upgraded at check-in to Ocean View Executive Suite?.. great to hear..

Sometimes it happens.. one year we got upgraded to OF one bedroom.. but its only been once size times we've visiited over the years..

It was a full-on ocean-front suite last year, upgraded from a Fairmont garden view room to an executive garden-view suite, then from a garden-view suite to an ocean-front suite (seems like that's skipping a category - maybe the ocean-view suites were sold out at the time)

Just returned from this year's trip and we ended up with an ocean-view suite upgrade. Nice room outside the waterfall near the spa, with an angled ocean view. Very nice room, though I was spoiled by the ocean-front suite last year! We sprung for a room on the gold floor for the last night, and they graciously upgraded us to a gold suite up there as well.

I also handed in my suite upgrade and free night certificates when we first checked in, and nothing was mentioned about not being able to honor the 3rd night cert. Well, I pointed it out when we arrived at the gold floor, since our 3rd night downstairs was not removed from our bill after checking out and moving to the gold floor. Well, they took care of it with no questions asked: one of our nights was indeed removed from the final bill when we checked out. ^^

Another great stay at the Orchid - next time we might spend more time on the Gold Floor, because the people they've got working up there are just outstanding. :-:

It was a full-on ocean-front suite last year, upgraded from a Fairmont garden view room to an executive garden-view suite, then from a garden-view suite to an ocean-front suite (seems like that's skipping a category - maybe the ocean-view suites were sold out at the time)

Just returned from this year's trip and we ended up with an ocean-view suite upgrade. Nice room outside the waterfall near the spa, with an angled ocean view. Very nice room, though I was spoiled by the ocean-front suite last year! We sprung for a room on the gold floor for the last night, and they graciously upgraded us to a gold suite up there as well.

I also handed in my suite upgrade and free night certificates when we first checked in, and nothing was mentioned about not being able to honor the 3rd night cert. Well, I pointed it out when we arrived at the gold floor, since our 3rd night downstairs was not removed from our bill after checking out and moving to the gold floor. Well, they took care of it with no questions asked: one of our nights was indeed removed from the final bill when we checked out. ^^

Another great stay at the Orchid - next time we might spend more time on the Gold Floor, because the people they've got working up there are just outstanding. :-:

Once you've experienced the full on ocean front one bedroom suite which is 1,477 sq ft, everything in life seems on the edge when visiting Hawaii. We have the pleasure of once again booking the ocean front one bedroom suite.. I basically shoe horned in 10 nights, which my wife said plainly she did not want to do, perhaps 5 nights. But, its such a good deal that we're doing the 10 nights again there this year. We'll being doing the Trump Waikiki in a one bedroom for 5 nights before arriving on the BI, and 6 nights at the Kea Lani once again this year.

I've never had the pleasure of staying in an ocean view executive suite which is 1,050 sq ft, but have stayed in a garden view executive suite same layout, and actually received a pretty good view of the ocean from that room.

The staff has been fantastic over the years at the Orchid.

Well, they took care of it with no questions asked: one of our nights was indeed removed from the final bill when we checked out.

I'm glad it worked out. The last thing anyone wants is to spend hours arguing while on vacation.