Originally Posted by
ElevatorEnthusiast
Not giving out upgrades at all to avoid hurting people's feelings is not the direction we should be going (and definitely isn't the main reason). It sounds like the last thing they actually want is to be generous to those who maintain loyalty to their company.
Not just hurt feelings. A true luxury hotel would not want to have guests fighting for a suite upgrade with entitlement at check in. It creates unnecessary friction that sours the stay. I think it's better to set and exceed lower expectation than to over promise and underdeliver.