This hotel's upgrade policy is really stupid. Arrived, the gentleman at check-in said "sorry there weren't any suites available to upgrade you to". Previously, I always had sort of a suite here, with a very large bathroom, and the bed was pretty big, too. The room they gave me this time (which was supposedly an upgrade) was very small and dark. (I'm a Lifetime Globalist, but neither they nor I ever mentioned my status explicitly.)

Quick look at the app, two types of suites available, called First Wish and Great Wish or something like that. So I went to the front desk and said can't you give me one of those rooms? Made me wait for ages to talk to the "supervisor" who was (wo)manning the WoH check-in and dealing with another complaint.

Then she says, no, we have no suites available. I said, but there are these suites? (the price difference to them wasn't even very big from what I had paid). She goes "no, they are not suites". lol? "But they are 'wish'"? I asked, what is "wish"? She then said she could give me this type of room if I paid 200 Euro extra. But she couldn't really explain what it was. I said if I can book it if I pay the difference, why don't you upgrade to them? I get it, their policy seems to be to only upgrade to whatever the lower level of suite categories is. But she was so clumsy about explaining it, said, Hyatt tells us that's what we must do, etc. blabla. Way to unnecessarily frustrate a returning guest.

Anyway, I said thanks, but no thanks, I'll go somewhere else - she was kind enough to cancel my reservation without a penalty (supposedly, let's see if there will be a charge).

LHW it is for this stay, and I'm done with this hotel.