Upgrading a guest is not a requirement, so I would not want to point the finger at a specific person or hotel. but I believe that that there was some power play or personality issue. In any case, the attitude was different from my long experience with the hospitality industry in Thailand.

When the GM came back on Monday, he overruled that manager and the suite, that was not available, became available. When I saw the GM during breakfast, he asked me if I was already advised that I would be moved to a suite, without me bringing up the issue, which I would not have.

I cancelled another booking after I asked reservations if I might face a similar issue. It is the same manager that replied that the suite upgrade could not be guaranteed, as it was always the case in the past.

No big deal, I moved my loyalty to the Sheraton Grande Sukhumvit. It could have been The Athenee or the W, where I've known the GMs for many years, but the SGS seemed a better choice.