InterContinental Hotels: Priority Club & Inter-Continental Ambassador - Staff dependent Platinum upgrades

I am a Platinum PC member and have been for many years.

It has become uncreasingly obvious to me that whether one receives an upgrade or not is totally dependent on who is manning the front desk at the time you check in.

I have stayed at the IC Wellington, New Zealand several times over the past few months and due to business commitments in Wellington will be staying there several more times over the next few weeks.

I always book the same "standard room with queen bed".

When I check in, unless I am told that I have been upgraded, I usually say in a friendly way "Have you got me a nice room on the Platinum?"

I have had the following responses, sometimes without asking:

Upgrade to a suite

Upgrade to a harbour view room

Upgrade to the next level room

"We don't have any rooms at the next level available, so I've given you a two level upgrade but I'm sorry sir, I can't give you Club access"

"You booked a standard room so you get a standard room"

"We don't upgrade Platinum members". On this occasion (tonight), when I pressed the point I actually got an upgrade with the comment "I'll make an exception and give it to you this time".

I've been here so often lately that I've got to know which staff members it's not worth asking.

You can regard yourself a lucky one if getting upgrade in IC as being a Platinum member is not per rules giving you any upgrade at all. Only Ambassadors or Royal Ambassadors are eligible for upgrades in IC properties.

However, you can get upgrades, depending on availability other ICH brands as CP, HI etc.

If you are a frequent IC traveller, I suggest joining in their Ambassador programme as well.

I disagree, Fims

From the Priority Club Terms and Conditions

Hotel Room Upgrades for Platinum Members: Platinum level members will be offered a complimentary upgrade, as determined by the hotel, which might include rooms on higher floors, corner rooms, newly renovated rooms, or rooms with preferred views. The upgrade will be offered at time of check-in, based on availability, and will only apply to the member's personal guest room. The hotel is not required to upgrade members to suites or specialty rooms. Upgrade benefit will not apply to rooms booked as a Reward Night reservation.


My point is that "as determined by the hotel" appears to be "as determined by whoever is on the front desk at the time".

If it were me....I would ask hotel management what their policy is instead of dealing with front desk people that may well be poorly trained or dont care even.

If it were me....I would ask hotel management what their policy is instead of dealing with front desk people that may well be poorly trained or dont care even.

I think the OP did much butter so far by NOT asking for the official policy. I don't think that upgrades to a suite or multi-level upgrades in general would be covered by any official policy.

Likewise, while buying Ambassador will guarantee him a one-level-upgrade, he'd probably not be getting multi-level upgrades in the future. I'd still join, though, if staying at ICs more than one or two times a year.

HTB.

I agree with you completely HTB. I'm aware that a lot of people like the certainty of knowing what they will get, but I find the variations in upgrades and the vagueness of the policies work in my favour pretty much every time!

Virtually every time we have seen new wording defining official benefits the actual received benefits have been eroded. Careful what you wish for........

I can assure you, that if you "demand" to know the "official" policy, you won't wind up in a suite and they just note your record as a DYKWIA (which is pretty much nothing).

FD clerks do have a tremendous amount of discretion, unlike GA's for air carriers. Being pleasant, not demanding, and politely asking whether anything "nicer" might be available, is acceptable and often results in what the jerks don't get.

Hotels do keep track of the good & the bad about customers. If you are the guy who calls to complain that the cable says there are 223 channels and you can only get 222, don't expect the Presidential Suite the next time !

I'll drop from Platinum this year for the first time since 2007 because I rarely get upgraded and just don't see the perks from PC.

You can regard yourself a lucky one if getting upgrade in IC as being a Platinum member is not per rules giving you any upgrade at all. Only Ambassadors or Royal Ambassadors are eligible for upgrades in IC properties.

Incorrect. All Platinum benefits apply at IC hotels. However, there are very few "guaranteed" Platinum benefits (other than the 50% points bonus), and a Plat upgrade can be pretty much anything.

You are right that Ambassador status will get you better perks than plain Platinum, but Platinum benefits apply at all IHG properties.

FD clerks do have a tremendous amount of discretion, unlike GA's for air carriers. Being pleasant, not demanding, and politely asking whether anything "nicer" might be available, is acceptable and often results in what the jerks don't get.

I am sometimes amazed how badly can some guests interact with member of staff, including when staff is just great (cf. Recently at IC Manila, where I could see very rude guests with staff in the way they were asking for something).

If it's not offered (and in my experience it is 80% of the time) I always ask. If they say they have no better rooms available I go to the room given and check online if they are still selling rooms at the next level, and if they are I go back to the desk and complain. Never fails, platinum upgrades are a right on a paid stay if they have rooms available, not discretionary at the whim of whoever is on the desk.

If it's not offered (and in my experience it is 80% of the time) I always ask. If they say they have no better rooms available I go to the room given and check online if they are still selling rooms at the next level, and if they are I go back to the desk and complain. Never fails, platinum upgrades are a right on a paid stay if they have rooms available, not discretionary at the whim of whoever is on the desk.

Your interpretation of the upgrade policy is not accurate. You are not entitled to the next category of room type.

As per the T&Cs:

Hotel Room Upgrades for Platinum Members: Platinum level members will be offered a complimentary upgrade, as determined by the hotel, which might include rooms on higher floors, corner rooms, newly renovated rooms, or rooms with preferred views. The upgrade will be offered at time of check-in, based on availability, and will only apply to the member's personal guest room. The hotel is not required to upgrade members to suites or specialty rooms. Upgrade benefit will not apply to rooms booked as a Reward Night reservation.

Unlike the Ambassador program, which guarantees a 1-level upgrade over the category booked, Priority Club upgrades and room type are at the discretion of the hotel.

mxm135 :)

I think the OP did much butter so far by NOT asking for the official policy. I don't think that upgrades to a suite or multi-level upgrades in general would be covered by any official policy.

Likewise, while buying Ambassador will guarantee him a one-level-upgrade, he'd probably not be getting multi-level upgrades in the future. I'd still join, though, if staying at ICs more than one or two times a year.

HTB.

Actually, after further thought....I agree completely. These upgrades are indeed pretty good. I would just put on my best charm and try to check in with the agents that get to know me and hope for the best. I would sign up for Ambassador as well as I might even give them more leverage in giving better upgrades more often.

My policy though is to check before I go to a hotel so I dont leave anything to chance. I do agree with you though that in this case the OP probably did better than anything the hotel would state as offical poicy.

I am sometimes amazed how badly can some guests interact with member of staff, including when staff is just great (cf. Recently at IC Manila, where I could see very rude guests with staff in the way they were asking for something).

I am always amazed at this and see it a lot here in BKK as well. Hard to believe some people feel entitled to treat others in such a way.

I think I've started an interesting thread here but just to prove my point ...

I'm back at the same property tonight (I actually checked out this morning but had to come back tonight on a new booking).

I was checked in by a guy whose badge said "Guest Relations Manager" and was upgraded without question to a Club room with a harbour view.

I thanked him very much and told him I always appreciate the upgrades.

A little different from last night's "we don't upgrade platinums here".

Your interpretation of the upgrade policy is not accurate. You are not entitled to the next category of room type.

As per the T&Cs:

Hotel Room Upgrades for Platinum Members: Platinum level members will be offered a complimentary upgrade, as determined by the hotel, which might include rooms on higher floors, corner rooms, newly renovated rooms, or rooms with preferred views. The upgrade will be offered at time of check-in, based on availability, and will only apply to the member's personal guest room. The hotel is not required to upgrade members to suites or specialty rooms. Upgrade benefit will not apply to rooms booked as a Reward Night reservation.

Unlike the Ambassador program, which guarantees a 1-level upgrade over the category booked, Priority Club upgrades and room type are at the discretion of the hotel.

mxm135 :)I know that this has been argued to death on here and by the letter of the small print you are right. However the slightly veiled implication of the spirit of a platinum upgrade is that you are entitled to a better room if one is available, and in my experience if you put them on the spot you get a category upgrade.

I'm never rude to the staff but if you spend the money required for platinum status it ought to be worth something. Most hotels I visit offer a one category upgrade to plats as policy and if they don't they won't get my future business. On the one occasion I was point blank refused an upgrade for no good reason by the front desk (CP London Shoreditch) when the hotel was plainly far from full I wrote a Tripadvisor review pointing out I had a choice of where to stay in London which resulted in a letter from the manager apologising and telling me I would be upgraded on any future visit including reward stays. One thing to consider is that the front desk staff may be new and/or poorly trained, as apparently they were in that instance.

I don't really care whether or not legally they can wriggle out of it, the common acceptance of the meaning of the term 'upgrade' is well understood by all parties concerned.

I don't understand the attitude of not wanting to confront the front desk staff. It is no skin off their nose, not coming out of their pockets, and you don't have to shout and be rude.

IC treatment for Plats depends on the property.

IC treatment for Plats depends on the property.


I think most fo the comments on this thread coulkd apply to almost any IHG property. I find it very variable, and often very dependent on the person checking you in.

I now sometimes ask if I have been given an upgrade, asking in a nice relaxed way, and a number of times I have recieved the answer 'no, we only gives upgrades to platimum members'. About 50% of the time they realise I am a plat, but even then they do not bother to check.

However, there are some hotels where I go back to regularly that give lovely upgrades :) Sometimes these show up on the booking before getting there, but not usually, so I think it must be down to the check in staff.

I think I've started an interesting thread here but just to prove my point ...

I'm back at the same property tonight (I actually checked out this morning but had to come back tonight on a new booking).

I was checked in by a guy whose badge said "Guest Relations Manager" and was upgraded without question to a Club room with a harbour view.

I thanked him very much and told him I always appreciate the upgrades.

A little different from last night's "we don't upgrade platinums here".Here's hoping I get that guy when I check-in at the IC Wellington later this year ;) It's a points booking so strictly no benefits expected (I must say I still find this weird having been used to HHonors as my main hotel programme where benefits are honoured on reward stays) - however I note my reservation has already changed status to 'Modified' and has been 1-category upgraded to 'Queen Superior' - here's hoping for even better at check-in :p

PS - just realised that IHG.com shows the language at the top right as "Queen's English" rather than UK English :D

OP should have just paid the joining fee and become an Ambassador. The benefits would have easily been more than the $200 fee on multiple stays.

+1
5char

Of course, we can relate to OP--PC provides inconsistent training and this causes the staff to give upgrades differently.

If it were me....I would ask hotel management what their policy is instead of dealing with front desk people that may well be poorly trained or dont care even.

+1
I always kindly asked the person who check me in to ask duty manager or his/her supervisor for a better upgrade. No point to ask to a staff who is not a decision maker.