Originally Posted by
Koen dc
It seems they didn't just water down the wording, but also the pre-arrival and on-arrival upgrades in practice. I've just finished my second stay in a LHW hotel in 2023 and did not receive my pre-arrival upgrade (they just give you 500 points to compensate the loss) nor an upgrade upon check-in for both stays. This never happened to me in 2022. Something seems definitely different.
I think they need to tighten up the process with the hotels and make it automatic upon booking rather than this haphazard experience. Supposedly only 40% of pre arrival upgrade requests are granted and around 100 hotels have never confirmed a single upgrade so it’s clearly broken.