STL says 2-class upgrade from Full is Premium. Weird?
Nov 27, 2013, 3:59 pm
#1
Original Poster
Join Date: Dec 2010
Location: WAS-ish
Programs: UA 1K-MM + UC, Marriott Plat, National Exec
Posts: 1,341
STL says 2-class upgrade from Full is Premium. Weird?
I recently picked up a rental at STL. I'm PC, and I reserved a full-size -- which I usually do for personal rentals because (1) it barely costs more than intermediate, and (2) I usually get an automatic 2-class upgrade to luxury. This time, though, they assigned a Sorento, which didn't excite me. No biggie -- I went to the Preferred counter and asked politely if I could switch, preferably to a BMW or Infiniti. After a brief conversation, the agent grabbed an M37x from the upgrade aisle...
...and then a manager showed up. And politely but firmly informed me that the STL location doesn't consider Luxury to be a 2-class upgrade from Full. When I asked what would be a 2-class upgrade, he said Premium, or an intermediate SUV.
Now, I want to make clear that I'm not whining, DYKWIAing, or anything of the sort. He was polite, and in the end I drove off in the M37x anyway as a courtesy (it was already running with my bags and kid in it). But I'm confused about the policy here, and would like to know what y'all think.
From my experience and posts on this forum, I've gotten the impression that Full --> Luxury was a standard 2-class upgrade (Full -> Premium -> Luxury). I've also been told that Intermediate -> Intermediate SUV and Full -> Full SUV are normal. But... am I confused? And/or do corporate locations (STL is corp, not franchise) have discretion on how to define "upgrade"? Or is this manager out of line with policy?
BTW, just to add confusion to the mix... last time I rented at STL, I reserved Full and got assigned to an M37x. Which made me all the more baffled this time!
...and then a manager showed up. And politely but firmly informed me that the STL location doesn't consider Luxury to be a 2-class upgrade from Full. When I asked what would be a 2-class upgrade, he said Premium, or an intermediate SUV.
Now, I want to make clear that I'm not whining, DYKWIAing, or anything of the sort. He was polite, and in the end I drove off in the M37x anyway as a courtesy (it was already running with my bags and kid in it). But I'm confused about the policy here, and would like to know what y'all think.
From my experience and posts on this forum, I've gotten the impression that Full --> Luxury was a standard 2-class upgrade (Full -> Premium -> Luxury). I've also been told that Intermediate -> Intermediate SUV and Full -> Full SUV are normal. But... am I confused? And/or do corporate locations (STL is corp, not franchise) have discretion on how to define "upgrade"? Or is this manager out of line with policy?
BTW, just to add confusion to the mix... last time I rented at STL, I reserved Full and got assigned to an M37x. Which made me all the more baffled this time!
Nov 27, 2013, 5:58 pm
#2
Join Date: Feb 2011
Location: 90210
Programs: Hyatt Diamond, SPG Plat
Posts: 121
Its possible their demand for luxury cars are high and they do not want to give them out as a free upgrade. Some locations have been like this in the past, but have been forth coming about it, not giving me an excuse as 2 class upgrade is to a premium or mid size suv.
Nov 30, 2013, 10:21 am
#3
Join Date: Dec 2007
Location: SYR
Programs: US/AA-Platinum, Hilton-Diamond, Marriott-Gold, AVIS-Presidents Club, National-Executive Elite
Posts: 2,755
IFrom my experience and posts on this forum, I've gotten the impression that Full --> Luxury was a standard 2-class upgrade (Full -> Premium -> Luxury). I've also been told that Intermediate -> Intermediate SUV and Full -> Full SUV are normal. But... am I confused? And/or do corporate locations (STL is corp, not franchise) have discretion on how to define "upgrade"? Or is this manager out of line with policy?
But - bottom line is, locations have the discretion to do anything they want. Remember your upgrade is an "Available" vehicle, and AVIS doesnt define what available means. So, while the manager may have just been blowing smoke up your butt, he does have the authority to deny you an upgrade, or to reclassify it to whatever they think it acceptable. In the long run, you're only entitled to the car class you rented.