Originally Posted by
hockeyinsider
If you have five categories of suites they can't all be speciality. Even so, the new terms don't exempt speciality suites. And I quote:
“Complimentary Enhanced Room Upgrade for Platinum Elite Members. Platinum Elite Members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors.”
Unfortunately, you’re mistaken. It doesn’t matter if the hotel even has 10 suite categories. The hotel ascribes the suites that are in its standard/select suite pool. You’re only guaranteed the lowest category of suites in that pool.
I already agreed with you that the hotel did not meet its Plat suite upgrade obligation when it didn’t upgrade you to the lowest category of suite. That is all it is obligated to do under the terms. That was just as true with SPG.
I also indicated already that I would have expected the hotel to have upgraded you further as an appropriate means of service recovery for the hotel’s failure to upgrade you to at least the lowest category suite in the first place. That you had to involve your Ambassador to get what you were entitled to in the first place is not acceptable. Service recovery certainly was appropriate.
But I reiterate, much as you may disapprove, that you are not entitled to any and all suites as per the Platinum suite benefit, Period. You’re entitled to the suite category or categories that is allotted by a hotel as part of its select suite pool—that’s all. In some hotels, that includes only junior suites; in others, it may include junior suites and proper 1 bedroom suites. In some hotels with few suites, it may only include the best corner/view rooms. There could be 10 categories of suites and still only the lowest category or two may be included in the pool. That was just as true with SPG.
That the hotel didn’t upgrade you to the lowest suite category is a galling failure of its obligation to you as a Plat. That the hotel didn’t upgrade you further after having to eat crow and accept that it failed is a galling service failure on top of that. This clearly is a very poorly managed hotel that should be avoided at all costs.
I don’t deny that your hotel mistreated you by not giving you a suite in the first place. But I do believe a false sense of entitlement is involved with your expectation for anything necessarily beyond that as a Platinum benefit.