FlyingDL4Fun

OK, so there are 8,948 threads about a Platinum being told there are no upgrades avail, they check on their phone, it shows availability, they get a manager, and then poof..they are upgraded.

BUT....saving all the FT conspiracy theories, what do you really think is the reason that a nice normal front desk person would deny you an upgrade? It serves them no purpose to deny it (yeah, I know someone's going to say "they'll sell it later that night"..but no). Here are the only things really I can think of, in no particular order of realism:

1) Saving the room for a particular guest that they want to upgrade.
2) Some weird controlling power-trip
3) I know all FTers think they're awesome, but some just have a pooey-entitled attitude that probably rubs the front desk person the wrong way.
4) Technical difficulties in the room (ie broken shower, dead body, etc)
5) "preserving the integrity of the product" (see Delta's BE philosophy)
6)
7)

What else do you guys and gals think are valid reasons?

hedoman

Management has instructed them to "give them the room they paid for."

This was my experience at Sacramento Westin when the hotel was 70% occupied. No problem, I walked. The FD agent made a feeble (no sales skills) attempt at moving me up after being told I wanted out. I walked because the room they put me in should never have been given to a plat when so many better options were available.

FlyingDL4Fun

Not to over simplify...but "why"? Again, unless it has to do with trying to preserve the sense that you have to pay for a particular room at this property because we don't give things away.

In keeping with the real question I'm posing in this thread. WHY would management instruct such a thing?

KENNECTED

How is this related specifically to Starwood or the SPG program?

FlyingDL4Fun

It is related specifically to the Starwood and/or SPG program because that's the forum I posted it in, because that's the only program in which I'm interested in receiving answers. Different chains can have different revenue, philosophical, managerial, or branding issues that would make the answers I'm seeking not relevant to Starwood.

However, I think it's a great question that you could post somewhere else.

MSPeconomist

Maybe more importantly, why doesn't Starwood take action when hotels refuse to follow the rules regarding upgrades? In fact, why don't more Plat Concierges and concierges know the rules rather than making up excuses when a Plat calls about an upgrade being unfairly denied?

My contribution to the list:

6) Employees with a socialist attitude that everyone is equal and no elite deserves an upgrade or other special treatment.

7) Employees who don't know how to find and do upgrades or especially don't want to bother and decide that it's easier to just lie to the person standing in front of them. In call centers and the service industry in general, it seems to be considered OK to make up anything to make a customer hang up or go away fast.

FlyingDL4Fun

Hmm...I never thought of this, because my simple mind just assumed at check-in they just assigned a room. Do you know if there is an actual procedure that has to be followed to change your "class" of room booked and room staye?

Reminds me of DL's fare booked/fare flown haha...Does SPG have to "reissue" your reservation to put you in another room?

geilux

Excellent ! and true in some countries.....

Often1

Or preserving the "premium" brand. By way of example, US air carriers which hand out freeloader UG's, will send out international flights with empty premium seats in order to preserve the brand exclusivity of the premium cabin(s).

Same marketing philosophy may well apply -- and even work -- in the hotel business. If you start handing our suites and other items as freebies, they mean less to those who can and do pay for them and you therefore lose a HVC revenue stream.

All of this stems from the problem that "elite status" does not equate to HVC.

KENNECTED

Well you don't mention SPG or Starwood only FlyerTalk.

The way you wrote the above, it could be a general FT thread.

BigBopper

My personal feelings are:
1. Management. Maybe the rooms are preassigned to someone else. Maybe management doesn't want to hand out upgrades, etc.

2. People are lazy. You're booked in a room. It's easier to make you a key then check to see what's available etc. If you call them on it, human nature makes them defensive and now they have to come up with an excuse not to upgrade you.

iflyjetz

We all know SPG's T&Cs for Plats states: Upgrades to best available room at check-in, including Standard Suites.

None of the other hotel programs state that (Standard Suites). Since it's pretty easy to check hotel inventory online, it's easy to see if the hotel's messing with you.

I've only recently started to look at asking for this SPG Plat benefit. I've checked inventory 3 times.

1) Already checked into my room, not a suite. Looked online and found that suites were still available. Went back to the front desk (~10 min after checkin) and was given a suite. The FDC apologized for not upgrading me when I initially checked in; I chalk it up to forgetting/not thinking about upgrading me.

2) Already checked into my room, not a suite. Had seen suite availability on my phone app prior to checkin. Looked online and found that no suites with king beds were available, only twin beds. Was with my wife, felt that no upgrade was legit and never pursued a suite upgrade. We were given a concierge level room.

3) Checked online 10 minutes prior to checkin and saw king suites available. FDC told me that 2 suites needed inspections and that the online inventory was incorrect. On a Sunday night prior to Veterans day. Hmmph. You're telling me that you've chosen to inspect not one but two suites either on Sunday night or on Veterans Day?
Called SPG and after they called the hotel, was told the same story. I was very unhappy with that reason for denying me a suite upgrade and will never book that hotel, Sheraton Wild Horse Pass (Phoenix, AZ) again. Too many other options in Phoenix.

The first two times, above, were at Sheraton Phoenix Downtown. My wife and I like the hotel and the staff there is great. For #1, I don't see any intended malice. For #2, that was completely legit. We will continue to book this hotel, as they provide excellent value for the price.

We've stayed at the Westin Phoenix Downtown a couple of times and have always been upgraded to a corner studio suite. We love the hotel.


We go up to Phoenix on weekends and take advantage of low rates at hotels which mostly have weekday business. Since we're staying at hotels with low occupancy, our suite upgrade expectations are higher than if we were staying during periods of high occupancy.


There are plenty of hotels out there. If an SPG property isn't going to honor the loyalty program T&Cs, I won't patronize them and will go to another hotel. And since I've got status with multiple chains, I have no problem opting for a different chain if I can't find a hotel within SPG that complies with the program rules. That's where FT reports are great about letting one know if the hotel honors the T&C of the program.

KENNECTED

I'm not arguing with you, just pointing out a few things.

1. When you looked online how were you able to determine the "suite type" you were viewing?
2. There has been much discussion about inventory. It's been stated here that inventory shown online may not be accurate, for various reasons.

The only reason I bring up point 1, is just because you see a suite online that doesn't mean it's a select standard suite.

I hope you've called customer service on this property to make sure going forward their staff upgrades appropriately.

Herb687

Because, presumably, the "8,948 threads" where people have been lied to about upgrades not being available were on the FT Starwood Preferred Guest forum. Starfraud, er, Starwood properties clearly seem to relish denying SPG Plats upgrades. I think OP's question is an excellent one. Why do Starwood properties do this?

MSPeconomist

If the reason/excuse is that suites need to be inspected, I would ask who does this inspection. If it's just a housekeeping supervisor, I would offer to wait. If it's some outside company/agency, such as the fire department or some bed bug extermination company, it seems unusual that two of the hotel's suites are in such questionable condition.