Originally Posted by
ralph4878
So after having me believe I was upgraded to a one-bedroom suite for three days prior to arrival - and even acknowledging it in correspondence - they downgrade me day of arrival and say nothing about it to me when I'm there and they are taking my credit card....then when I figure it out, they tell me it's basically my fault for coming at 2:30pm instead of what, 3:00pm? And then they change the reason for why the room is not available when a higher up comes to speak to me? Right - that's totally well intentioned.
Before you assume the worst, I think it's helpful to remember the large number of people and systems involved in a big hotel chain. The person (or algorithm) upgrading you is likely different from the person who said you are welcome for the upgrade, which is likely different than the person who handed you the key, and again different from the hotel who gave you the reason for changing your room.
Should it or could it work better? Sure. I understand why you are upset. But incompetence or poor communication isn't always due to bad intentions