It’s not even about not getting upgraded - I know that FHR upgrades are based on availability. A guest (in fact, both of us) really dislikes the room. So much that we actually asked to downgrade. The FDA escorted us up so she should clearly have been able to sense it well as it was plain awful from the moment we stepped in. For a luxury hotel, taking swift, corrective action to make your guest happy is the least you can do, regardless of Globalist or not? This is neither ‘luxury’ nor ‘personal’ as the PH brand advertises.

We really didn’t want to be the loud and angry American either regarding F&B/housekeeping issues etc. or maybe I should have. But do guests really have to do this if this is a ‘luxury’ hotel? It sounds crazy but I think the staff that I have interacted with at the HR Schaumburg (shock!) last week were 100x nicer and most importantly much more genuine than everyone so far here!