Originally Posted by WilcoRoger

I am reluctant to name and shame the hotel, as they really seemed to try and were really apologetic.

As it happened, thanks to TK our weekend plans went to the bin, but I still need a one-nighter. Just for the heck of it I booked that night again there (I really want to check it out + I had booked/paid airport transfer + I need the double nights ) and the app shows upgrade from deluxe to grande deluxe without any vouchers, etc.

I tend to agree with escapefromphl as for the root causes - still, I expected much more from Bonvoy than to pass the hot potato without even saying "sorry, we mucked up"