I've never been offered or received an upgraded room after checking in through the app. I've needed to use the app when I'm arriving late and want to go straight to my room bypassing the front desk check-in. More time than not, the online check-in either errors out or I check-in but the digital key doesn't work when I get to the room requiring me to backtrack and spend even more time at the front desk than I would have spent if I just went to the front desk originally. It's happened often enough I've now completely stopped checking in via the app. To compound the service issue, frequently, front desk employees tell me the digital key works and that I must have not done something properly or just give me a physical key without any comments on the poor service and inconvenience. The front desk staff at the Conrad Midtown literally threw the key at me across the front desk and walked away. Don't use the app.

I should add that the only situations where I do use the app is when my wife is traveling under a reservation in my name at a property that won't provide a meaningful upgrade such as at HGI. I check in online to avoid her having any front desk issues.