I made a reservation at the Ritz in SF, but I believe this is for any Ritz Hotel (at least in the U.S.)

I spoke to a fantastic woman from Virtuoso today who said she makes the reservation for you, but your credit card holds the room at the hotel, as if you went through the hotel directly. The card is charged when you check out. Virtuoso charges nothing extra. ^

She also said, as a benefit for using Virtuoso, you get a continental breakfast at the hotel, and 80% of the time, the hotel upgrades you upon check in to a Club Room or Suite or something.

This sounds fantastic! I'm just wondering, has anyone had luck as the 80% getting an upgrade? I wonder if it is really "most of the time" or "half of the time." Any idea what/where the continental breakfast is?

Thanks!