Originally Posted by
Guava
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.
Right. In order to prepare myself, are these alternatives stated somewhere in SPG rules, or are they traditional compensation in a case like this? It is absolutely true that the suite was available on SPG.COM, its availability was confirmed to the SPG Platinum line, and the SPG Platinum concierge told me that it had been assigned to me. Yet the Duty Manager, who did not speak personally to the SPG Platinum concierge, denied the upgrade. I let it slide by but I suppose I could complain to some higher authority.