I also agree that the message can be brought across in a clearer manner.

Nevertheless, I have written to the management of this property and their intention is to notify members that due to annual peak season around New Year's Day, the property may not be able to accomodate any upgrade requests.

As such, if a guest is keen in getting a room of a higher category than that booked in the reservation, there are the options of using points or by cash(both to be carried out by the property itself).

In the words of the GM himself, "we have only sought to proactively take the initiative to communicate this situation in advance in order to help manage guest expectations and also provide the opportunity for members to secure the few remaining available higher room types for those that place great importance in occupying premium room types."

I hope this helps clear the misunderstanding.

[email protected]

Thyetus Lee | Online Forum Coordinator(AP)
Starwood Customer Contact Centre (AP) Pte Ltd