I have a 2 night stay booked at the W times square in April.
Under the request section on the booking form I added " Please upgrade to SPG gold room"
When I called the hotel to extend my stay, and use the same rate for the entire stay (website & phone CSR couldn't, but front desk could), I asked about my anticipated upgrade.
They said " Oh, we never upgrade for gold, only for platinum" Nothing was mentioned regarding availability.


Isn't this in contravention of the promise on the website regarding gold benefits ?

Automatic Room Upgrades: As an elite member, you don't need to redeem Starpoints for a room upgrade --- you'll automatically be given a Preferred Room at check-in when available.

I think I remember a similar thread in the past, but can't find it now.

I hate to quibble about stuff like this at checkin, perhaps William can help out?