Originally Posted by
Surferboy1500
I have had zero success in getting an upgrade at either the Sofitel or Novotel in Luxembourg. I have asked if there was an upgrade due to my status and they told me there wasn't any rooms available. In one instance after asking about an upgrade and being told there were non, the lady checking me in asked if I wanted to upgrade for 25€ a night for the room that would be the one-room upgrade from what I booked.
I tried to understand what she meant that she didn't have a the upgraded room available for my status and then ask if I wanted to upgrade for money, but didn't get anywhere.
Does anyone actually know why a room is available to pay for the upgrade but not available to a member with status?
The hotel openly decided not to abide by the rules; Time to have a chat with a Service Director or Manager on duty and, ultimately, file a claim and agree on a compensation for the extremely poor service received at check-in.
A poor service at an Ibis is one thing, that they do try to sort out in 15 minutes, but in a five-star property having poorly trained employees or openly not abiding by the rules is a huge red flag. At luxury properties guests accept steep charges NOT to be inconvenienced with basic flaws. Check-in experience is expected to be smooth and truly enjoyable.