what you are saying here is what is printed in the T&C. I understand as a SW employee you always need to stick with what the T&C says. the problem is what’s printed in the T&C is difficult if not almost impossible to implement. I think William approached this issue in a more realistic way.
consider this situation
Plat A just completed a challenge. checks into a property for the first time at 3 pm
Plat B a repeated guest at this property with long solid history with SW checkin at 11pm
only one suite is available for upgrade
logically who should get that one remaining suite, Plat A or Plat B?
the T&C says Plat A.
in practice hotel would loved to please both Plat A and Plat B. but since there is only one suite left they need to make a decision. the property will most likely assign the suite to Plat B.
another situation to consider
Plat A has little history with SW (2 years of history, 25 stays/ year ) checks in at 3 PM
Plat B has long and solid history with SW ( 8 years of history, 200+ nights/year) and equipped with an ambassador checks in at 11 pm. ambassador sends a request to upgrade his client
only one suite is available for upgrade
logically who should that one remaining suite, Plat A or Plat B?
the T&C says Plat A
in practice most likely Plat B will get the suite.
I can go on and on and on.. there are countless number of situations to consider. that’s why William repeatedly say managing upgrades if a difficult task. it is not as easy as first come first serve.
one last situation to consider ( just to give a flavor
)
Plat A just completed a challenge. checks into a property for the first time at 3 pm. but Plat A is the GM best friend
Plat B has long and solid history with SW ( 8 years of history, 200+ nights/year) and equipped with an ambassador checks in at 11 pm. ambassador sends a request to upgrade his client
logically who should that one remaining suite, Plat A or Plat B?
the T&C says Plat A
in practice most likely Plat A will get the suite.