Originally Posted by
Matt4200
I mean maybe with Hilton and I would guess that’s largely due to them giving out Diamond Status like candy via the CC, but with brands like Hyatt you genuinely can feel “Elite”.
With any hotel an upgrade is a gamble regardless of status as it’s based on availability, but to be told Yes if that specific one is available when you check in, then you check in and it’s available, but you don’t receive it that’s not just lacking that borders on a deceptive business practice.
TBH I would’ve likely cancelled and booked at another Hilton nearby that was $10 more per night for a better experience had they informed me that this Junior Suite as a Diamond Upgrade was not possible, but to be told by multiple different agents on property that’s just pretty saddening.
Unless you have visibility into the property's exact occupancy level, you have absolutely no idea whether a complimentary upgrade is available to you despite one showing as bookable. Your expectations regarding your status are unrealistic and exhibit a lack of full understanding of how the program works. An FD staff member's assurance of availability is meaningless. Occupancy could have changed just prior to your check-in. Sucks you didn't get what you wanted, but stuff happens when you travel. Next time, book what you need.