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Post Your Platinum Upgrade Failures [2013 - onward]

Old May 6, 2014, 7:08 am
FlyerTalk Forums Expert How-Tos and Guides
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Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which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.
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Post Your Platinum Upgrade Failures [2013 - onward]

 
Old Feb 28, 2013, 8:14 am
  #61  
Moderator, SkyTeam and Germany
 
Join Date: Sep 2001
Location: FRA/STR/NUE
Programs: BA, LH, KL, EY, IHG, Marriott, Hyatt, Hilton, Radisson
Posts: 5,945
Property: St. Regis Saadiyat island, Abu Dhabi
Dates: 2/13 - 2/17
Room booked: St. Regis Suite
Room received: St. Regis Suite
Award stay: No
BRG stay: No
SNA requested: No
Comments: No upgrade despite next category suite "Ocean suite" is regularly given as upgrade and this category was available on spg.com for the whole period. Late checkout was flatly denied as this is a resort and was "fully booked" (rooms in all categories where available online though for checkin on our departure date). Breakfast was included in rate so our only benefit as platinum for this stay was the 500 points.
ralfkrippner is offline  
Old Feb 28, 2013, 10:34 am
  #62  
 
Join Date: May 2012
Location: Toronto
Programs: AP SE, Bonvoy Plat, HH Gold, EC Executive, Hertz Pres Circle, Avis Pres Club
Posts: 227
Property: Sheraton Carlsbad
Dates(s): February 16 and 17
Room booked: Corner Suite
Room received : Corner Suite
Award stay: No
BRG stay: No
SNA(s) requested: Comments:
I was on my honeymoon with my wife. I had booked a suite just to be certain that we would have a decent room and I am glad I did. Despite speaking with the Platinum Concierge days in advance and asking him to alert the hotel, as well as someone else speaking with the manager on our behalf we did not get an upgrade. Yes - there were upgraded suites available at least a day before (although I did not check again that night).
FlyingUsedToBeFun is offline  
Old Mar 5, 2013, 3:09 am
  #63  
 
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,772
Property: Sheraton Hua Hin Resort & Spa
Dates(s): 1 nt in March
Room booked: Pool view King
Room received : Ocean Room
Award stay: No
BRG stay: No
Comments: suites available for sale at check-in. Preupgraded to ocean room. Asked nicely. FDA came back to say no suites free? Ocean room is opposite to the beach bar. Epic failure
remymartin is offline  
Old Mar 5, 2013, 3:22 am
  #64  
 
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat Pro, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,008
Originally Posted by ralfkrippner
Property: St. Regis Saadiyat island, Abu Dhabi
Dates: 2/13 - 2/17
Room booked: St. Regis Suite
Room received: St. Regis Suite
Award stay: No
BRG stay: No
SNA requested: No
Comments: No upgrade despite next category suite "Ocean suite" is regularly given as upgrade and this category was available on spg.com for the whole period. Late checkout was flatly denied as this is a resort and was "fully booked" (rooms in all categories where available online though for checkin on our departure date). Breakfast was included in rate so our only benefit as platinum for this stay was the 500 points.
I recently had a similar problem with late check out (at a different property) even though all categories of rooms were available on the website the day prior to arrival. What is up with this? I can never recall this happening to me in years past. Just recently. I'm worried all these new Delta crossover members are going to make this even worse.
TravelinSperry is offline  
Old Mar 5, 2013, 10:35 am
  #65  
 
Join Date: Oct 2005
Location: YEG/SFO
Programs: AC, UA, HH, MR, and the other usual suspects
Posts: 360
Property: Toronto Sheraton Centre
Dates(s): 2-3 March
Room booked: Standard King
Room received : Standard King, SPG Floor (woo hoo)
Award stay: No
BRG stay: No
Comments: Club floor rooms available for booking on website. Did get club access, of course, but would have been nice to be on club floor. Suites had been sold out earlier in the week.
dibby is offline  
Old Mar 6, 2013, 5:55 am
  #66  
 
Join Date: Mar 2007
Posts: 3,990
Originally Posted by dibby
Property: Toronto Sheraton Centre
Dates(s): 2-3 March
Room booked: Standard King
Room received : Standard King, SPG Floor (woo hoo)
Award stay: No
BRG stay: No
Comments: Club floor rooms available for booking on website. Did get club access, of course, but would have been nice to be on club floor. Suites had been sold out earlier in the week.
Just curious to know why you would have preferred to be on a "club" floor?

Cheers,
Flews is offline  
Old Mar 11, 2013, 5:53 am
  #67  
 
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,772
Property: W Bangkok
Dates(s): 1 nt in March
Room booked: Wonderful King
Room received : Spectacular King
Award stay: No
BRG stay: No
Comments: Marvelous suite(s) available for sale at check-in. Preupgraded to spectacular room. Asked nicely. FDA came back to say no suites free. Asked about cool corner room - OK, but 2 queen beds in 2 hour!!
remymartin is offline  
Old Mar 11, 2013, 6:52 am
  #68  
FlyerTalk Evangelist
 
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,461
Originally Posted by remymartin
...Asked about cool corner room - OK, but 2 queen beds in 2 hour!!
All Cool Corner Rooms at W Bangkok have two Queen beds.@:-)
TerryK is online now  
Old Mar 11, 2013, 11:25 am
  #69  
 
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,772
Originally Posted by TerryK
All Cool Corner Rooms at W Bangkok have two Queen beds.@:-)
I know that and that's what I ok'd - but would you wait to get a room afterl 7pm? How is that even possible?
remymartin is offline  
Old Mar 11, 2013, 12:46 pm
  #70  
 
Join Date: Oct 2005
Location: YEG/SFO
Programs: AC, UA, HH, MR, and the other usual suspects
Posts: 360
Originally Posted by Flews
Just curious to know why you would have preferred to be on a "club" floor?

Cheers,
Higher floor, shorter elevator ride (or just hopping up/down a flight or 2 of stairs) for breakfast in the morning. A few more bathroom amenities, although can always call up for those.
dibby is offline  
Old Mar 11, 2013, 4:11 pm
  #71  
 
Join Date: Mar 2010
Location: Chicago, IL
Programs: UA 1K 3MM , Marriott Amb, Hyatt D, HH D, Hertz PC
Posts: 851
Property: Westin Houston Memorial City
Dates: 3/8-3/11
Room Booked: Deluxe King
Room Received: Deluxe King
Award Stay: No
BRG Stay: No
Comments: Though not upgraded I was very happy with the spacious corner room with large, elegant bath.
jchiguy1 is offline  
Old Mar 12, 2013, 6:49 pm
  #72  
 
Join Date: Jul 2005
Location: MIA
Programs: AAdvantage EXP, HH Diamond, Marriott Plat, Hertz PC, Delta PM, SPG Gold
Posts: 1,031
What are you all doing to get upgrades? I am on night 32 this year, 68 last year, and the only property where I've been upgraded EVER is the junior suite a 4P Lax (2x) and a JS at LM Addison TX.

Tonight I am at Sheraton Orlando Downtown. Double room, not on club level, I've stayed in Red Roof Inns better than this property.

To summarize, I have only received three upgrades in the last 101 nights.

(I am SPG Plat w/ SNA)
moman is offline  
Old Mar 12, 2013, 7:42 pm
  #73  
 
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat Pro, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,008
Originally Posted by moman
What are you all doing to get upgrades? I am on night 32 this year, 68 last year, and the only property where I've been upgraded EVER is the junior suite a 4P Lax (2x) and a JS at LM Addison TX.

Tonight I am at Sheraton Orlando Downtown. Double room, not on club level, I've stayed in Red Roof Inns better than this property.

To summarize, I have only received three upgrades in the last 101 nights.

(I am SPG Plat w/ SNA)
Are you traveling internationally? Most upgrades come this way. If you're traveling in the US, you barely get em.
TravelinSperry is offline  
Old Mar 17, 2013, 2:06 pm
  #74  
Hilton Contributor Badge
 
Join Date: Oct 2003
Location: TPA
Programs: DL Plat, AA Plat Pro 2MM, HH Diamond, WoH Globalist, Bonvoy Gold
Posts: 2,207
Property: Sheraton Lake Buena Vista (Orlando)
Dates(s): Saturday night in early February for one night
Room booked: Deluxe with 2 queen beds
Room received (if different than above): Same
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Hotel was fully booked and the clerk apologized that no suites were available.

Property: Westin Las Vegas
Dates(s): midweek for two nights in mid-February
Room booked: Traditional
Room received (if different than above): same, on SPG floor
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Website showed only Traditional rooms available. Hotel waived service fee and offered 2 Platinum amenities.

Property: Sheraton Jacksonville
Dates(s): weekend in late February for 2 nights
Room booked: Traditional
Room received (if different than above): Traditional
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Website had shown suites and club rooms available earlier in the day. When we arrived, it was sold out. I understand not being pre-blocked into a club room, but we were in room 232, not even on the SPG floor. To make matters even more interesting, the clerk told us that a two-night stay was not eligible for "Make a Green Choice," because we didn't get housekeeping on the day of departure anyway. Mmmm, OK. It was our third time at this property since it opened in 2009, and we were once again underwhelmed by the service.

Property: Sheraton Denver Downtown
Dates(s): Midweek in March (one night)
Room booked: Traditional
Room received (if different than above): Traditional
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: Was in Room 1735 with a view of Civic Center Park. I should have asked if upgrades were available when I checked in, but I got in after 8 p.m. and was leaving early the next morning. After I made the trek to the Tower Building and realized I was in a regular room, I looked online and saw Deluxe Corners, Mountain Views, and Suites. At that point, it wasn't worth it to go back to the front desk to ask for an upgrade.
Flying Buccaneer is offline  
Old Mar 19, 2013, 2:05 am
  #75  
Company Representative - Starwood
 
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Originally Posted by Flying Buccaneer
To make matters even more interesting, the clerk told us that a two-night stay was not eligible for "Make a Green Choice," because we didn't get housekeeping on the day of departure anyway.
Have you reported this to Customer Care? They can assist you in reaching out to the hotel to correct them.

[email protected]

Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Starwood Lurker II is offline  

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