Originally Posted by
LifeinTravel
I am amazed that some Plat Concierges don't know what the basic platinum benefits are. How many are there, 3? upgrade, late checkout, welcome amenity? I had this happen a short while ago, when I was denied late checkout, although given 1pm. I called the Plat line to find out whether the hotel was a resort (yes, I found out it was) but when I asked the agent on the phone she immediately told me (several times) ALL 4pm checkouts are based on availability. I told her that applied only to resorts and conference hotels and she just kept saying that there were no guaranteed late checkouts ever. When I asked if this was something "new", she said no it's been this way for at least 3 years. Huh?? Finally she put me on hold to research the matter, she came back a more "informed" Plat Concierge. Still these are the basics and if you don't know this maybe you shouldn't be able to answer the platinum line. End of Rant
I think part of the problem is that there is at least a modicum of turnover for the phone rep position. I agree, a Platinum Concierge should know the actual Platinum benefits but, as long as it's taken care of in the end, just consider it one more opportunity to educate someone.
Originally Posted by
sahiljain22
Was confirmed a 4PM checkout at 4 Points Mag Mile Chicago, and they came banging on the door in morning, literally. Called downstairs, and was told the best they can do is 2PM.
On the other hand, I consider this incident more serious. No reason for them to come and try to throw you out of your room, particularly if they had confirmed you. I'd file a complaint.
Mike