I just had the same downgrade situation (minus the runaround), and I might be able to shed some more light on how this happens.
Short version: hotels assume that
- low rate + nonrefundable = Expedia
- Expedia + suite = accidental upgrade = downgradeable.
Very long version:
I booked a suite for two weekend nights for $223.50. It was available for BAR9=$149, and I used the ZBT "
Better Tomorrows" promotion, booking through spg.com. But when I arrived at the hotel at 11:55pm, I was checked into a standard king room at the same rate.
The problem seems to be that whoever is running the platinum upgrades during afternoon check-in isn't quite familiar with the SPG program, or just isn't paying attention. When you use one of the SPG.com prepaid (non-refundable) promotions, the front desk might see something like this:
- Room Rate: 149.00 (this is always the rate for the first night)
- Hotel Arrival Information: 11:30 PM
- SPG Number: Pxxxxxxxxxxx
- Special Requests: RATE=111.75 PN USD (this gets computed and inserted by the website when you book a promotional rate)
- Cancellation Policy: Non-Refundable Deposit- Too Late To Cancel...
- Rate Plan Description: Better Tomorrows (this is the name of the promotion)
- GTD/Deposit Policy: 100 Percent Deposit Charged on...
I think the only way for a hotel to distinguish prepaid SPG.com promotions from something like consolidator rates is by the rate plan description. If they are unfamiliar with the name of the new promotion, they see a low rate and
"deposit" and immediately assume "Expedia": at least that's what the clerk who checked me in did.
Once that happens, they probably upgrade arriving platinum SPG guests on refundable (BAR/COR) rates; once they run out of suites, they look for pre-upgraded Expedia guests to downgrade. If they see a reservation like the OP's or mine, they assume an Expedia-using platinum member was upgraded, and downgrade you to a standard room.
(In fact, the last few times I used a low, nonrefundable rate on an unusual promotion—a HOLIDAY rate in Durham, a HALF50 rate in Norfolk—I didn't get any Starpoints on the rate, nor a platinum amenity, but I did get Starpoints on the in-room dining spend, which I think is exactly what happens when you do use Expedia. So the same problem seems to happen during the audit.)
If my guess is right, Starwood should be able to fix this problem by attaching a "this rate booked via SPG.com" tag to SPG.com reservations, and/or training front desk staff to recognize prepaid SPG.com reservations.
(As for why the OP's suite type was initially "unavailable": I think it was available on the night he checked in, but the hotel sold it to someone else for the latter part of his stay.)
I'll be asking the manager to fix my rate tomorrow morning; is there anything anyone here would like me to ask?