Check in agent lies about upgrade availability - what do you do?
#17
Join Date: Feb 2013
Location: DCA
Posts: 7,761
Because it's called revenue management, and you can't sell a room later in the night that you already gave away.
#19
Join Date: Apr 2002
Location: Atlanta Metro
Programs: DL , AC, BA, Hhonors Diamond, IH Platinum, Bonvoy Gold, Hyatt Discoverist
Posts: 2,343
Front Office managers rely on line employees to lie about this kind of stuff. If you ask to speak to the manager on duty, they'll probably give you whatever you want. (At least, that's how it worked when I was at Hyatt and the managers never backed up line employees."
#20
Join Date: Mar 2007
Posts: 416
1. I pull out the Hilton App and show them the availability, adding there must be an error, please check with the manager. (85% success )
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
Last edited by elusive1; Mar 21, 2017 at 4:54 pm
#21
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,423
#22
Join Date: Feb 2013
Location: DCA
Posts: 7,761
Agreed! Having to beg for an upgrade that's supposedly part of the program which we bought into to the tune of dozens of nights and thousands of dollars is not exactly my idea of hospitality, and when I'm doing so I certainly don't feel like a valued customer.
#23
Join Date: Dec 2016
Posts: 246
An empty room is not necessarily an available room. An available room is one someone at the hotel wishes to offer. Very many staff and managers at properties view Diamond members with disdain if not contempt. You would do well not validate those reactions. Quite a few property owners and managers have told their staff to upgrade a gold member who has stayed at their property say 8 times in the past few months before they upgrade a diamond member they've never seen before.
#24
Join Date: May 2016
Posts: 147
1. I pull out the Hilton App and show them the availability, adding there must be an error, please check with the manager. (85% success )
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
"Space-available upgrade to a preferred room"
Like I mentioned, upgrades are a privilege, not an entitlement. Higher floor, corner room, better views are all upgrades. It does not mean at least a one-category up always.
#25
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,423
An empty room is not necessarily an available room. An available room is one someone at the hotel wishes to offer. Very many staff and managers at properties view Diamond members with disdain if not contempt. You would do well not validate those reactions. Quite a few property owners and managers have told their staff to upgrade a gold member who has stayed at their property say 8 times in the past few months before they upgrade a diamond member they've never seen before.
#26
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,899
1. I pull out the Hilton App and show them the availability, adding there must be an error, please check with the manager. (85% success )
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
2. If they claim it is at their discretion, I get HHonors on the line, lets see what the rule actually is.
3. If that does not work, I request an appointment with the properties actual GM in the morning, hoping he/she can explain to me why this Diamond isn't getting the upgrade he is entitled to, as there is space available. I have never had an unsuccessful result if I managed to meet the GM. Would not help for the 1st night, but fixes things going forward as well as usually gets me a super room for the stay.
The trickier issue is if the next level up is sold out, but other levels are available. IMO, if we all did this, the issue would cease.
Color me self-entitled!
#27
Join Date: Sep 2007
Location: HK
Programs: Qantas (Lifetime Gold), PAL (Elite), British Airways (now sadly blue), Cathay MPO DM
Posts: 644
depends what level you are. Some hotels sell their schemes on the basis of getting upgrades at a certain level. In that case - although they are always "subject to availability" - they ARE an entitlement (subject to availability).
#28
Join Date: Feb 2013
Location: SFO, MNL, SIN, HAM
Programs: UA GS, SQ PPS, IHG Plat Amb, Marriot Gold, Hilton Gold, Club Carlson Gold, Accor Plat
Posts: 488
If it is important to me, I check availability of higher category rooms before checking in, will ask for an upgrade if it is not offered and will politely ask them to "double check" or ask management if they say "fully booked" and I know it not to be true.
I will let them know my disappointment at check out and also respond accordingly in any survey's I'm send.
The loyalty program and benefits are a key reason I stay at chain hotels. Some hotel managers want the benefits of belonging to a chain, but don't want to provide the elite benefits to elites who don't stay with that property regularly. That's not how the big chains work - elite is based on stays with the company not with the specific property. If that's the management's attitude they should remain independent - nobody forced them to join Hilton (insert whatever chain)...
I will not stay at hotels with poor elite treatment again - and I stay less with chains who don't enforce elite benefits across properties, simple really...
I will let them know my disappointment at check out and also respond accordingly in any survey's I'm send.
The loyalty program and benefits are a key reason I stay at chain hotels. Some hotel managers want the benefits of belonging to a chain, but don't want to provide the elite benefits to elites who don't stay with that property regularly. That's not how the big chains work - elite is based on stays with the company not with the specific property. If that's the management's attitude they should remain independent - nobody forced them to join Hilton (insert whatever chain)...
I will not stay at hotels with poor elite treatment again - and I stay less with chains who don't enforce elite benefits across properties, simple really...
#29
FlyerTalk Evangelist
Join Date: Jun 2008
Location: Florida, the crazy folks state.
Programs: Marriott Titanium Marriott Platinum for life.
Posts: 16,974
#30
Join Date: Aug 2007
Location: UK
Programs: HHonors Lifetime Diamond, Priority Club Plat, Accor Gold, Flying Blue, Exec Club.
Posts: 963
If higher cat rooms are available to book online, does that mean they are available?
Just thinking about the "website is wrong".....