<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by rmccamy:
Awesome thread GL!
Question: I'm HH Gold and MR Gold. Over the years I've noticed that various properties within the chains are somewhat inconsistent applying the benefits associated with these levels. Specifically, three things:
- "We never upgrade people for free here. If you want a room upgrade, you can pay for it." (Very different from "We're sold out and can't offer status upgrades tonight.")
- "We don't let people on the Executive Level unless they are staying on that floor."
- "We don't give out any free breakfasts or health club access here. You have to pay for it." (Hilton)
I'm talking exclusively about Marriott and Hilton properties located in the US - not international properties where the rules are probably different.
What latitude does an individual property have in voiding parts of the chain frequent-traveler program on a whim? What should I do if I get this response at the front desk? Be prepared to whip out the fine print about the program?
I have an upcoming honeymoon stay at the Hilton Waikaloa Village. From reading the HH board, it sounds like a lot of Golds arrive to find themselves in a confrontation with the front desk people about upgrades/lounge access. I don't want to start my honeymoon that way! If the hotel is full - fine. But what should I do to at least ensure that I'm treated fairly?</font>
This seems to be more and more common in the post-9/11 hotel world. The reason this happens is because each Marriott or Hilton is compared with all the others for room revenue, food/beverage revenue, etc, etc. Sometimes upper management gets very driven to outdo the competition, and consequently "tightens up". If it sounds childish, that's because it IS childish.
That being said: Is this right for them to do this? Having not worked for either Marriott or Hilton, I don't know for certain, but I can give you some advice:
1) Read the fine print in your membership book. Check if there is something that says "only at participating locations" or something to that effect.
2) If you plan on staying at these locations again, write a letter to Hilton/Marriott and tell them what happened. You will get a response in writing. If they admit that the hotel was wrong, now you have written documentation to show them on your next visit. (Oh they will LOVE you at the front desk when you whip that letter out.)
3) Before you show up at the hotel and whip out your letter, do your homework. Call the hotel reservations right before you check in. Pretend that you are calling to see if you can PAY to upgrade your room. Ask pointed questions: "Are there A LOT of larger rooms/suites available?" "Is the hotel very full tonight?" (I've actually seen guests do this on their cell phones in the lobby of the hotel!) If they tell you that the hotel is empty and there are plenty of rooms, you will know they are BSing you when they deny your upgrade at check-in. Remember to check availability for ALL nights of your stay. The hotel must be emptyish for ALL nights for you to get an upgrade.
4) BE NICE! If the front desk agent lies to you, just ask for the manager, don't take it out on the agent, they are just doing what they are told. Keep in mind that the advice I've just given you is pretty aggressive and you are not going to make any friends this way. Obviously none of this will matter if your letter from Hilton/Marriott tells you that the hotel legitimately denied you your benefits.
Very interested to see how this one turns out. Do keep us posted! Thanks for the interesting questions. Good luck!!