Originally Posted by
Matt4200
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.
Not sure if you've traveled much lately, but your past assumptions are in many cases no longer valid. And you are absolutely not guaranteed an upgrade at check-in if occupancy is at a certain level. Property websites haven't been updated, FD staff is often misinformed, and on-property benefits can change frequently. IME, in the current environment it is the guest's responsibility to confirm aspects of a stay that are important ahead of time, and accept that the reality at check-in may be different - like it or not. You'll suffer far less angst once you realize this is today's hospitality industry IRL.