Originally Posted by
JFKSFOLAX_friend
You are not and no apology is required. This is an important subject.
Customer Care files are typically after-the-fact and are put on the GM's desk. The best the GM can do is answer questions as to why something was done, apologize (if applicable) and possibly provide points or some other form of compensation (if applicable). Typically, the files don't solve problems while you are at the property unless you are there for a while. The reason I say this is that the property has 72 hours (?) to reply to any customer care file.
The only way I know of addressing an upgrade issue for an in-progress stay is by calling the Platinum Concierge and asking them to intervene. First, ask the PC to see if they see upgradeable suites. If they see upgradeable suites, ask them to call the property on your behalf.
The other option is to ask to speak to the Front Office Manager. I guess I typically do this first and then call the PC if I don't get satisfaction.
thank you. great advice. so my current game plan:
1) the night before checkin, call up property to see if i have been upgraded. if not, check spg.com to see if standard suites are indeed available.
2) call the property morning i land in S beach and ask what room i have been assigned. if not a suite, call PC and ask if they see any standard suites available.
3) if yes to #2, check into hotel and if suite is still not given, i will ask for front desm manager and if no luck, call PC to intervene.