Love the place, had a hand full of stays in the last years but the check-in experience has been weird since downgrading to Gold in March.

Both times my base room booking was upgraded to Club Lounge Access several days before the stay. Both times I checked in via the app the day before. Both times the booking reverted to the Standard Room hours before arrival. (My intention a week before was to cancel the room and to join my colleagues at the Courtyard but the upgrade made me reconsider).

The first time in March lounge access was given upon request but this week it was painful.

They denied the existence of the upgrade, called "the lounge team" for 10 minutes and came back with a "nope". Showed them the screenshot of my Check-in confirmation and asked for a manager. They took photos of my screenshot and explained "sometimes the app would upgrade you to a lounge floor but that doesn't mean lounge access" while my actual screenshot literally said "M Club Lounge Access, Guest Room, 1 King". After a few more minutes of the manager explaining things on the screen to the check-in agent in Thai, they decided to honor the upgrade.

tl;dr: If you get pre-upgraded, take a screenshot of the confirmation page during check-in as the app might just overwrite that later and the front desk may not have access to that and try to talk you out of it. I understand they may be (?) perfectly within their rights to do the above but the pre-upgrade was literally the only reason I didn't switch to the Sukhumvit Courtyard, so downgrading the room-type after the free cancellation period has ended leaves a bad taste. The fact this happened twice now feels like worth sharing.