Originally Posted by
jonathanbak
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.
People will say all kinds of things, as I'm sure you're aware.
It's the fact that it showed on the app and website that tells me some kind of action was taken. The app shows the room you have, not some phantom possible upgrade room. Someone DID something to get you upgraded, and then took it back later.
Regardless of the finer points of the upgrade policy, it seems to me you had vanishing proof of an upgrade. If you would have taken a screen shot of the upgraded room, I think it would have put the hotel in a difficult position, but of course most of us don't expect to have to do that.
And certainly a room can be taken away from you at any time, even while you are occupying it. But in your situation, I would expect at least an apology about the situation the hotel caused by faking your upgrade.