Originally Posted by
arlflyer
Yet many, many people have quoted agents, across multiple continents, citing the same line as the OP heard - that once OLCI occurred, the room was set in stone. While it may not be a forward-facing rule that this is to be the case, where are these agents, who presumably aren't talking to each other, getting this idea? It's coming from somewhere - managers, poorly-written training materials, Hilton corporate, or the software system - some sort of pop-up or such that's showing that the guest did OLCI and is dissuading the agent from changing the room. So, while it might not be the case that checking in online formally precludes a change of room, something is causing these agents to believe it to be so. And I doubt it's mere laziness.
It's also never guaranteed one will get a room upgrade. People simply assume they deserve one, regardless of a host of factors out of their control.
If the suites floor was being renovated, I wonder what kind of upgrade would've been available anyway. And since the OP booked 2 rooms from what I gather, were the 2 rooms connecting, and would an upgraded room have still been connecting.