Originally Posted by
dkc192
Apparently this hotel thinks it doesn’t need to honor WoH benefits or T&Cs. A standard suite was available for my two-night stay, but the front desk said it wasn’t available. Rather than escalate, I called the Glob line. The agent apparently reached out to the hotel multiple times and was told each time that they wouldn’t be upgrading me. After we agreed that this was a blatant violation of T&Cs, she offered to reach out to some support team or similar (not at the hotel) to see what else could be done, but our call got disconnected.
I've stayed here three times this year and have had the same situation. Suites never available, no upgrade beyond being on a high floor. I never pursued any further though as they did seem pretty busy so I can't say for sure they are not honoring benefits.
I'll also throw up a warning about the food in the club lounge. Beyond it being not very inspiring, the warmers they use just don't keep it very warm and in all three stays I spent 'extra time' in the bathroom, although the service in the lounge is spectacular.