Originally Posted by
speedytimmy
The OP should't even have to ask what he is entitled to. It should be offered proactively and graciously - such posts will help indicate whether this was a once off failure or a troubling trend. I have never experienced something so blatant but have had instances where there have been misunderstandings and it can be embarrassing as a guest and equally so for the property, if they care.
Service recovery is also very important as, unfortunately, not every employee at a hotel may know the rules. A family member stayed at Ararat PH Moscow and, when checking-in, front-desk wasn't very clued it to Guest of Honor benefits and wouldn't offer upgraded room, breakfast, etc. Through GP and communication with GM, that got resolved quickly, though, and the rest of a very long stay had been amazing -- that hotel is going to get a lot of repeat business from us now
