Originally Posted by mattsteg

when people choose to spend their money with a particular hotel based on its membership in spg, which specifically state an entitlement to upgraded rooms, including the room-category, if available upon checkin for the length of the stay.

If the hotel doesn't want to abide by the terms and conditions of spg, then it needs to leave the program and deflag.

Attitudes of over entitlement are certainly an issue, but when the specific entitlement under debate is one specifically promised by spg you're barking up the wrong tree.