Originally Posted by
smmrfld
Bummer, but best thing you can do is move on and not stay at that property if it doesn't meet your needs. Upgrades are generally at the discretion of the property and there is an occupancy level clause that is opaque to you which allows them to not provide upgrades. Exec lounges have largely disappeared - this was already in play pre-pandemic and has now become pervasive; if this was a big deal to you, you could have confirmed with the property that the lounge actually exists and is open. Oh...and never assume you're guaranteed an upgrade; just book the room you want if that's important to you. Let it go, IMO.
I mean if you’re selling Executive Access rooms it could be assumed that the lounge is open. With Hyatt they only sell Club or Lounge Access rooms if the Lounge is available which seems like common sense.
My understanding is you’re guaranteed an upgrade if it’s available at check in. I called 3 days out to confirm this is their policy, they said yes, I called again the morning of check in and they said yes.
If it’s legitimately unavailable and they don’t have it then I understand, but to be told we have it, and even though it’s in your benefits we are unwilling to provide it that’s what I’m not okay with.
I’ve stayed with Hilton for over a decade and never had this experience which is why I posted.