I had a good (if unexpected) intervention from Club Carlson recently.

I stay a lot at Park Plaza Riverbank in London on a weekend extend rate and as a Concierge I usually have no problem getting an upgrade to a junior suite - although they tend to put me at the back by the train line where it's a bit noisier.

This time I asked for a river view I always put this in the comments box when booking but when I got to my room it was just a normal standard room with this view. You had to lean forward and crank your neck to the left to see just the tiniest sliver of the river Thames...

I was checking my Twitter feed later and I saw that @ParkPlazaHotels (whom I follow) were asking for views from your room so I sent this pic with a moan that this was how a Concierge was rewarded with a supposed river view. I got a friendly if predictable response saying that upgrades depended on availability at check-in etc and that was, I thought, the end of it - we all know sometimes we get a nice upgrade and sometimes we don't.

But on the day I was checking out I got an unexpected DM on Twitter from @clubcarlson saying that they had noted what had happened and asked had I spoken to a Manager about it. I said I hadn't - I had in fact just checked out - and in response they in turn said that they would get someone to contact me within 48 hours from the hotel.

No-one did contact me but @clubcarlson then DM'd me again to apologise for that and the fact I didn't get an upgrade and they gave me a discretionary 5,000 Goldpoints for the hotel's shortcomings.

I must say that I was impressed by Club Carlson's attempt at intervening to put things right - even though it didn't come to any fruition.