Originally Posted by
ajnaro
Back at the Sheraton Pretoria again, and everything is exactly the same as last time. In particular, no suite upgrade even though a suite was showing as available on spg.com and the Platinum concierge called the hotel and confirmed the availability of the suite. The duty manager, who is an extremely personable and delightful person, came up with some wild story about the suite being cleaned and available, but nonetheless not ‘perfect’ and so not really available after all. As it was already late at night and the manager was so pleasant, I did not push the point. She offered some nice-looking edible amenities, but I am unfortunately not really into that sort of thing. The moral is that if you have SPG Platinum credentials, and are looking for a suite upgrade, this is not the hotel for you. The best they offer is club-level upgrade to a sort of junior suite with a queen bed and complimentary mini-bar and internet (download speed extremely slow at 0.11 Mbps). The breakfast in the restaurant downstairs is spectacular, but the club is mediocre. The location is fine if you have a car, take taxis, or want to visit the Union Buildings, but not otherwise.
You should have told the manager on the spot that if the Suite is good enough to be on sale (through spg.com), then it must be good enough for upgrade as well. Failure to do so is simply non-compliance and the hotel should refund you the cost equivalent to 1 night stay there at the property. You should give the manager two options: 1) Refund the value of the 1 night stay or 2) pay you in SPG points equivalent to 1 night at the category of the hotel, which is a Cat. 5 in this case.
I was considering staying there but based on your review, I think I'll stay at the Hilton just north of J'burg instead, it is still close enough.