May 6, 2014, 7:08 am
Last edit by: beltway
Please use this thread to post failures or difficulties in securing Platinum upgrades, based on the published benefits of the Platinum level, which are :
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
Post Your Platinum Upgrade Failures [2013 - onward]
Apr 1, 2014, 2:09 am
#241
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Property: Le Meridien Cyberport Hong Kong
Dates(s): April 1, 2014
Room booked: Smart Room
Room received: Smart Room
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Deluxe Ocean Room views (next category up from smart room) are available. Quite surprised didnt get an upgrade when i went into my room considering i stay here 2X/month as a layover stay. Didnt bother asking to be moved as will be checking out early in the morning anyways...Usually they give out a letter detailing compli. plat. amenities like shoe shine, pressing, etc. But no welcome letter this time. Seems like the more i stay here, the less concerned they are to please/greet plats. Didnt even ask what platinum amenity i wanted....Oh well...Still a great place to stay for layovers as they do give out a lot of freebies for plats, and price is half that of sheraton and W. Great for just sleeping for the night before heading out to airport next day....btw, they offer compli. shuttle to hkg express. Saves ya 80$hkd each way by taxi.
Dates(s): April 1, 2014
Room booked: Smart Room
Room received: Smart Room
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Deluxe Ocean Room views (next category up from smart room) are available. Quite surprised didnt get an upgrade when i went into my room considering i stay here 2X/month as a layover stay. Didnt bother asking to be moved as will be checking out early in the morning anyways...Usually they give out a letter detailing compli. plat. amenities like shoe shine, pressing, etc. But no welcome letter this time. Seems like the more i stay here, the less concerned they are to please/greet plats. Didnt even ask what platinum amenity i wanted....Oh well...Still a great place to stay for layovers as they do give out a lot of freebies for plats, and price is half that of sheraton and W. Great for just sleeping for the night before heading out to airport next day....btw, they offer compli. shuttle to hkg express. Saves ya 80$hkd each way by taxi.
Apr 1, 2014, 4:48 pm
#242
Join Date: Mar 2010
Location: Chicago, IL
Programs: UA 1K 3MM , Marriott Amb, Hyatt D, HH D, Hertz PC
Posts: 851
Property: W Atlanta Downtown
Dates 3/27-31
Room Booked : Cool Corner
Room Received: Cool Corner
Award Stay: No
BRG Stay: No
SNA(s) Requested: No
Comments: Asked about upgrade at check-in and was politely told none were available.
Dates 3/27-31
Room Booked : Cool Corner
Room Received: Cool Corner
Award Stay: No
BRG Stay: No
SNA(s) Requested: No
Comments: Asked about upgrade at check-in and was politely told none were available.
Apr 1, 2014, 5:40 pm
#243
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
IIRC, there are only four extreme and extreme wow suites and they are definitely not Select Standard suites.
So I'm not sure how this is a "fail". Or were you thinking you would be upgraded to an extreme wow because you booked a cool corner?
Apr 1, 2014, 6:39 pm
#244
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,005
Harrisburg Sheraton, yet again. After a 2 month break for MR Megabonus, I returned. Only to find "we have no upgrades or rooms on the Club Floor, sorry", and spg.com telling me Club Rooms were for sale. I don't even bother telling them, as I've never had any action taken.
One of these days I'll get here before 6pm, tell them not to check me in, cancel, book a Club Room, and see what they do.
One of these days I'll get here before 6pm, tell them not to check me in, cancel, book a Club Room, and see what they do.
Apr 1, 2014, 7:30 pm
#245
Join Date: Sep 2013
Programs: SPG,HH,IHG
Posts: 786
Harrisburg Sheraton, yet again. After a 2 month break for MR Megabonus, I returned. Only to find "we have no upgrades or rooms on the Club Floor, sorry", and spg.com telling me Club Rooms were for sale. I don't even bother telling them, as I've never had any action taken.
One of these days I'll get here before 6pm, tell them not to check me in, cancel, book a Club Room, and see what they do.
One of these days I'll get here before 6pm, tell them not to check me in, cancel, book a Club Room, and see what they do.
starwood have any action for property that didn't upgrade with rules / media that they promote in own media ????
Apr 18, 2014, 12:08 pm
#246
Join Date: Jun 2011
Location: CHS
Programs: DL Diamond, WN A-List, Marriott Platinum Elite, Hyatt Globalist
Posts: 685
Property: Sheraton Imperial Hotel and Convention Center
Dates(s): April 17-18, 2014
Room booked: Deluxe Room: King with Exercise Bike
Room received: Club Floor King
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Booked a "Deluxe Room King with Exercise Bike" in the room. I did this because I've stayed in this type of room before and they tend to be corner rooms, making them significantly bigger than a standard room. Checked the app and saw that I had been "upgraded" to a Club Floor King. I also checked the app to find that at least 2 suites were available for the night. At check-in, I asked "Any chance for an upgrade to a suite?" The front desk agent cut me off, "I've already taken care of that for you" and then grabbed the pre-made key. Sure enough, got up to the room and it was a Club King. From doing an advance booking, it looks like they have been 6-12 suites available. Not sure why they didn't want to give me one after requesting it? And not sure why the essentially downgraded me from a room with exercise bike to a room on the Club Floor?
For those interested, I have a review of the property from a past stay available here: Sheraton Imperial Hotel and Convention Center – Raleigh-Durham, North Carolina
Dates(s): April 17-18, 2014
Room booked: Deluxe Room: King with Exercise Bike
Room received: Club Floor King
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Booked a "Deluxe Room King with Exercise Bike" in the room. I did this because I've stayed in this type of room before and they tend to be corner rooms, making them significantly bigger than a standard room. Checked the app and saw that I had been "upgraded" to a Club Floor King. I also checked the app to find that at least 2 suites were available for the night. At check-in, I asked "Any chance for an upgrade to a suite?" The front desk agent cut me off, "I've already taken care of that for you" and then grabbed the pre-made key. Sure enough, got up to the room and it was a Club King. From doing an advance booking, it looks like they have been 6-12 suites available. Not sure why they didn't want to give me one after requesting it? And not sure why the essentially downgraded me from a room with exercise bike to a room on the Club Floor?
For those interested, I have a review of the property from a past stay available here: Sheraton Imperial Hotel and Convention Center – Raleigh-Durham, North Carolina
Apr 20, 2014, 12:32 am
#247
Join Date: Jan 2014
Posts: 573
Le Meridien Abu Dhabi
Property: Le Meridien Abu Dhabi
Dates(s): April 18-20, 2014
Room booked: Deluxe Room x2
Room received: Deluxe Room x2 with another guests inside !
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: try checkin at 1pm they told we must wait, I told will back at 4pm. At 3:50pm again rooms are not ready, front desk told us they need next 20min. We go to lounge, at 4:15pm again ask front desk about our rooms still not ready they need to replace battery at phones. 4:30pm sameone bring our keys to lounge. We go to our deluxe rooms and when we opened doors we found that both rooms are occupied in one only bags inside and second one bags and guest inside. Go back at lobby and this time we have one deluxe room and one suite with apology for the situation.
Dates(s): April 18-20, 2014
Room booked: Deluxe Room x2
Room received: Deluxe Room x2 with another guests inside !
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: try checkin at 1pm they told we must wait, I told will back at 4pm. At 3:50pm again rooms are not ready, front desk told us they need next 20min. We go to lounge, at 4:15pm again ask front desk about our rooms still not ready they need to replace battery at phones. 4:30pm sameone bring our keys to lounge. We go to our deluxe rooms and when we opened doors we found that both rooms are occupied in one only bags inside and second one bags and guest inside. Go back at lobby and this time we have one deluxe room and one suite with apology for the situation
.
Apr 20, 2014, 12:36 am
#248
Join Date: Jan 2014
Posts: 573
Sheraton Abu Dhabi
Property: Sheraton Abu Dhabi
Dates(s): April 16-18, 2014
Room booked: Deluxe Room x2
Room received: Deluxe Room x2
Award stay: No
BRG stay: No
SNA(s) requested: No
Coments:: standard talking at SPG, sorry no junior suites only booked rooms ...
Dates(s): April 16-18, 2014
Room booked: Deluxe Room x2
Room received: Deluxe Room x2
Award stay: No
BRG stay: No
SNA(s) requested: No
Coments:: standard talking at SPG, sorry no junior suites only booked rooms ...
Apr 23, 2014, 5:21 am
#249
Original Poster
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
Westin Harbour Castle
Property: Westin Harbour Castle
Dates(s): 11-12 April 2014
Room booked: Traditional double
Room received: Traditional double
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Zero platinum recognition at check-in. Also, parking is now $45,-/night, which was almost as much as the room. Insane!
Had a great time watching the Knicks beat the Raptors only the miss the playoffs anyway. 
Dates(s): 11-12 April 2014
Room booked: Traditional double
Room received: Traditional double
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Zero platinum recognition at check-in. Also, parking is now $45,-/night, which was almost as much as the room. Insane!
Had a great time watching the Knicks beat the Raptors only the miss the playoffs anyway.
Apr 23, 2014, 7:17 am
#250
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,783
HHQX888,
If you've read the "Which property in Abu Dhabi" thread, you'd know I suggest LRM.
If you've read the "Which property in Abu Dhabi" thread, you'd know I suggest LRM.
Apr 29, 2014, 12:01 pm
#251
Join Date: Jun 2013
Location: Helsinki, Finland
Programs: AMEX Plat / AY Plat, BA GGL-CCR / Bonvoy Titanium (LTP)
Posts: 474
Property: W Barcelona
Dates(s): April 25th-30th
Room booked: Wonderful Room, SNA to Studio Suite
Room received: Studio Suite
Award stay: Yes (points, 5th night free, 35% plat requalification gift)
BRG stay: No
SNA(s) requested: Yes
Comments: SNAs cleared 5 days in advance, multiple better suites available online before and after check-in for stay dates. Still a good deal.
Dates(s): April 25th-30th
Room booked: Wonderful Room, SNA to Studio Suite
Room received: Studio Suite
Award stay: Yes (points, 5th night free, 35% plat requalification gift)
BRG stay: No
SNA(s) requested: Yes
Comments: SNAs cleared 5 days in advance, multiple better suites available online before and after check-in for stay dates. Still a good deal.
Apr 29, 2014, 12:51 pm
#252
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Property: W Barcelona
Dates(s): April 25th-30th
Room booked: Wonderful Room, SNA to Studio Suite
Room received: Studio Suite
Award stay: Yes (points, 5th night free, 35% plat requalification gift)
BRG stay: No
SNA(s) requested: Yes
Comments: SNAs cleared 5 days in advance, multiple better suites available online before and after check-in for stay dates. Still a good deal.
Dates(s): April 25th-30th
Room booked: Wonderful Room, SNA to Studio Suite
Room received: Studio Suite
Award stay: Yes (points, 5th night free, 35% plat requalification gift)
BRG stay: No
SNA(s) requested: Yes
Comments: SNAs cleared 5 days in advance, multiple better suites available online before and after check-in for stay dates. Still a good deal.
Apr 29, 2014, 1:05 pm
#253
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Apr 29, 2014, 5:45 pm
#254
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
Well over 1/2 the posts in this thread do not constitute a "fail" as defined.
Apr 29, 2014, 6:50 pm
#255
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
So is an upgrade to a club floor room (so common in the US) at Sheraton etc when suites are available for purchase a fail or not?