Originally Posted by
RAPC
When I think about it, on my stays where I was upgraded to suites using SNAs, butlers came knocking. On stays when I was upgraded to suites as a standard Platinum upgrade, they didn't.
If the breakfast and butler service is showing in the room description on the upgrade, then definitely raise it. There have been similar issues at other properties and from memory, if they are including it in the room description, they should be included in the upgrade. If they are not, then the hotel needs to update their room description that you see in the reservation accordingly.
From memory, the Lurkers have assisted in some cases in the past, usually working with the SPG co-ordinators for the relevant properties.
I heard back from management at the property, and they confirmed the error. It was showing on the reservation even though it was a complimentary upgrade, and the promised service should have been delivered as such. They've promised to do right by me next time I'm there, and the cc line on the email included all duty managers and my ambassador.
I'm either going to have a fantastic stay next time I go or find itching powder in my sheets.
