Originally Posted by bmrisko

Is it common to not receive an upgraded room here when staying as a Diamond on points + cash? We were not upgraded at all from a standard room and even inquired about it at check in. The employee told us nothing was available even though the website still shows deluxe corner king and executive king rooms available. He stated that our account had to be noted ahead of time that an upgrade was desired. We confirmed at booking and with the HGP Concierge on here previous to our stay that we would like to use a suite upgrade cert if available. Yet we are sitting here in a standard room...doesn't make sense to me. I understand if a suite is unavailable, but I figured we would at least be upgraded from the standard king room. As a consolation, at least we have a nice view of Tokyo Tower.