Originally Posted by
youcai
Me: btw, i am a SPG platinum, I'd like one of my rooms to get upgraded to a suite if there's availability when I check in. Could you take a note on that?
Associate: no problem, we have your spg number on file. Let me take a look. It doesn't look like we can accommodate you during the first night because we are sold out. But there should be two suites available on Sunday. We should be able to accommodate your upgrade request if those suites are not sold by Sunday noon.
That was the conversation? It seems to me that the associate was only looking at your rezzie and the suite inventory. S/he didn't look at other PLT rezzies. Nor is it likely that the telephone associate knows what other PLT rezzies are held by guests who are regulars, work for local employers who buy a lot of room nights, etc. And I wouldn't expect a telephone associate to know that stuff. "There should be two suites available on Sunday..." ...for the five PLTs who are reserved that night. That's what's missing.
And if you know the program as well as you claim, then you should have also known that, too. Telephone associate answered you as if you were the only PLT for that night. Clearly an error. The GM at one hotel I stay at has told me that he often has more PLT guests than total suites in the hotel, even if none were actually sold to cash paying customers.