Originally Posted by peter11

I suppose the concern here is that the culture comes from the top. At a minimum there must be some concern that has been expressed by management to the employees that they do not want to give away upgrades and they want to limit the value of the credit. Unfortunately, there is little a front desk person ccan do other than lie when confronted with a guest who knows what his reservation says and when he also knows that they have (upgrade) suites available for sale.