Originally Posted by
MSPeconomist
The program rules specify a one-category upgrade subject to availability at check in (except where a confirmed upgrade is the special amenity). If you book a superior room and the next category up is deluxe, which has no availability, but the next (two up) category of grand deluxe does have availability, you will not necessarily get the upgrade. In addition, some properties limit upgrades, for example not beyond a junior suite, which means that if you book the junior suite, they might not give you an upgrade even if deluxe junior suites are available. If you call, the PTS agents should be able to tell you which categories can upgrade into what according to program rules. Sometimes it makes sense strategically to reserve a slightly more expensive room to get a significant upgrade.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.
This is what I'm saying - the PTS did not specify any restrictions in the ability to upgrade (and in fact indicated in the notes to the hotel that I'm a plat customer so please UG) and the written reservation did not indicate any restrictions. Upon arrival, the hotel claimed a restriction prevented ability to UG.
The hotel is apparently looking into the matter, and took steps to make up for the mix-up, so I'm satisfied for the moment (though still bummed about the frustration at check-in). I'm bothered that this keeps happening and wonder what is the source of the repeated mix-ups.
On a previous stay with a different hotel, I asked the PTS agent to confirm with the hotel that the UG was possible from the room category I booked, and they did so by calling the hotel. Yet up on arrival the same thing happened - check-in agent and the front desk manager denied an UG even though space was available, claiming the reservation was not eligible for an UG.
Irritating.