Originally Posted by
jottoson
Lets take for example the Westin Diplomat. They have 100 suites, most of which have an ocean or a "premium" view. According to the program they dont have to upgrade to these suites. But they do. Time and time again. ( I have 35 stays at the westin diplomat to date.) And do you know why I continue to go to this property? Because they understand the purpose of the SPG program and elevate the platinum members to a "VIP" status and give them the treatment that they have earned by being devoted and staying 25+ times per year. Not because the terms and conditions of SPG tell them they had too.
I couldn't agree more. I am a regular at the W Seattle (2-3 times a month) and they always upgrade me, often to one of their (non standard) Wow suites. I suspect though it is more to do with my stay frequency than my Plat status because I started to get these upgrades once they worked out I was to be a regular customer.
Either way I am always delighted to receive these upgrades, I tell everyone what a fantastic hotel the W is in Seattle and I feel like an ambassador for the property.
They retain my business 100% of the time and I tell people, now that sounds like a smart investment on their part to me.