Originally Posted by
hhoope01
Note that the OP technically never received an upgrade. Most likely a day before check-in the system showed one as being available and the agent mentioned it. The OP interpreted that as guaranteed. And it is very possible the agent thought it was very likely to still be there when the OP checked in and led the OP to think that as well. Unfortunately unless they actually pre-upgrade you, it isn't guaranteed and in this case someone else got it first.
No, I checked in on the app then called not even asking for an upgrade, I just wanted to know if the room we had booked was large enough, she said it was but that she would check to see if their Suite was open which she then said was and upgraded us. She specifically said the room was upgraded, and it even showed the new suite online and on the app.