ppyszk
Jan 7, 06, 11:15 am
Hello, I am just a beginner on the forum. For sure you will be able to help me with the spg question. I am the platinum member and each time I am getting in Europe great service and very nice upgrades. Recently I visited new Sheraton in Krakow and big surprise. I got the smallest possible room. When I asked for upgrade they told me that they do not have any bigger rooms or junior suites. I did quick call to central reservation and as an exchange of my points I got the upgrade in 3 minutes.
Did I suppose to ask spg for getting my points back :confused: Clearly room was available and they did not want to upgrade me.
Piotr
vivrant
Jan 7, 06, 11:29 am
I did quick call to central reservation and as an exchange of my points I got the upgrade in 3 minutes.
Hi welcome to FlyerTalk! The spg.com website states: "Our Best Room: You'll automatically be upgraded to our best available guest room at check-in. Best room varies by property and includes select standard suite."
You say you called central reservations and paid additional points to upgrade the room type you were in. Were you upgraded to a larger room or a suite? If it was a larger room, then I believe the hotel was wrong and should given the better room upon check-in, if it was indeed available upon check-in. If you were upgraded to a suite, then you would need to confirm if it was a suite that would be classifed as a "select standard suite."
Basically, at some properties it is easier than others to secure an upgrade, but the reasons can differ based on availability, number of suites a hotel has, etc.
If you think that the hotel was not following the terms of SPG, then feel free to file a complaint as described here:
http://www.flyertalk.com/forum/showpost.php?p=2993641&postcount=6
Good luck!
ppyszk
Jan 12, 06, 4:54 pm
It works, I got the nice message from the hotel and points back same day to the account. Thanks a lot for your help