Originally Posted by
beaum
I booked a Starlight Casita room and am trying to check in today. They're refusing to upgrade me because the "Starlight Casita" is their highest available room. They'll give me a much nicer room if I pay for it. So availability isn't the issue. Any recourse or tips? They've always upgraded me to a Spa Villa in the past. Any ideas, is this a new policy? I'm a Hilton Diamond member.
diamonds aren't *entitled* to suite upgrades. it sounds like they're sticking to the letter of the law. i would speak to a manager on duty and mention that you have received upgrades in the past, and are wondering if there's been a recent policy change. any time i've been cordial with a manager in the past, i've been given an explanation at the very least.