Originally Posted by markdg

I've PM-ed you with some other bits n bobs, but just to start the ball rolling on here.....

I have to say, the big thing that differentiates a property for me is the personal interest, and willingness to fix things. Hotels will never get things perfect, but making me feel that my custom is welcome and appreciated goes a LONG way.

As for what I like to see wrt upgrades..... Again, only my opinion, but for me, whilst I don't have a problem in having a better upgrade on some stays than others, it's all about how it's sold to me.
"I'm really sorry Mr Markdg, but we're full tomorrow, so unfortunately can't upgrade you on this stay, but here's <insert cheap but valued gift - eg drinks voucher> to make up for it" is much more preferable to a blank "no", or seeming non-acknowledgement that I've spent far too much money with the chain over the last year.

I actually think this is an area that Hilton have got really right. Their big selling point is their lounges. For Gold (25+ nights), they upgrade to the exec floor (INCLUDING lounge access), if available, or give comp continental breakfast if no exec rooms left. For Diamond (50 nights+) they guarantee access to the lounge whether or not there are exec rooms available. To me, that's a really clear and consistent policy, so I know what to expect when I check-in. If I found that clarity at a CP, I'd be delighted!

Well, that's my ha'penny worth! I'm sure others have different opinions

Thanks a lot for wanting feedback and showing an interest. It's really appreciated!