Originally Posted by
RogerD408
There have been several posts of the FDC commenting about an upgrade being given when in fact it hasn't. I think this is more when they see anything beyond a basic room being offered and not checking what was reserved before making comment and not so much an outright lie. There are times I feel if I do anything to break their spiel it will just put them into a tailspin (not that I let that stop me).
Yes, it's frustrating when we have to step in to get what the program calls for. Gentle reminders when checking in works the best for me. Working it out with the property at the time is the best way to resolve the issue. It is nice to know ahead of time is a particular property has a tougher time doing upgrades, but more importantly knowing those that refuse to do upgrades is also important.
Yes, I've had it happen, too. At the Hilton SF Financial District I booked a room on the executive floor. At the time of booking that property had a lot of different rooms available, including executive floor rooms on the top floor. Each room category had a slightly different description. There was even a category for the top floor (executive with balcony), which I booked.
At check in the agent informed me that I had been upgraded to an executive floor. I informed her that I had booked an executive room, which she then confirmed. I then said that I actually booked a top floor room, but she said her system didn't show it. They are recently re-categorized the rooms and the top-floor rooms were included in the executive room category. Since my reservation only said "2 DBL BEDS EXEC FLOOR" they could put me anywhere on the executive floors, which are 24-27. And, the top floor was sold out. There are still rooms that say "Take in the bay or city views from the private balcony of this executive room on the top floor" in their description on the website. I'm pretty sure I got screwed, but I wasn't in the mood to fight.
If you book anything besides the base room, the front desk will think you were upgraded. I love when they include the "enjoy your upgrade" sticker with your keys.
