Originally Posted by
arlflyer
...am given keys to a room that is of the booked room type or even lower - not the upgrade.
The bold part is the only thing about which to complain. Complimentary upgrades are based upon what's available at the time of check-in. And it seems like you already know that or you wouldn't have included this:
Originally Posted by
arlflyer
And just to head off where this will be invariably going - discussion of what one is "entitled to" beyond the booked room type is not necessary. Thanks!
As someone that worked at a hotel Front Desk for many years, the reasons why a pre-arrival upgrade can disappear is long list. Without question, it's possible that the hotel is playing games. But, there are also reasons that aren't nefarious: maintenance issue with a room, housekeeping deciding to "carry" dirty rooms overnight because staff called in sick, unexpected stayovers of in-house guests, last minute VIP booking, walk-in wanting an upgrade, non-elite arrival deciding to pay for an upgrade, or simple human error by the Front Desk staff.