Unforgettable-moments-offer and upgrades (for 40$)
 

I booked a King deluxe room using the "Unforgettable moments offer" last week-end.
This rate (20% cheaper than flexible rate) includes an upgrade if available at check-in, according to the website :
So when I checked I asked about upgrade availability and here is my experience :
- did you check the case for it (I realize latter she was talking about the nor1 estandby upgrade).
- no I didn't, as I haven't see the case...
- ok let me see what I have... I have a Deluxe Corner King, it's going to be 40$...
- hum, wait a minute (I checked my Tab to find the rate conditions...). Please have a look, they said the fare is eligible for upgrade if available...
- yes that is right but it does not means it's free. Upgrades are never free, sorry for any misunderstanding. We just have one corner room available and we may sell it later today so we won't give it for free.
- ok fine, let's keep the original Deluxe king...

To be fair with the hotel it was 1.30pm so they may have wait the official check-in time (3pm). Also the accountability accept to lower my non-refundable rate after the rate dropped on their website which is a nice action...
Still, curious to know what do you think about the check-in experience...

Sounds like complete bogus to me.

"Upgrade based on availability at check-in" has always meant a complimentary one-category upgrade (or in some cases a complimentary upgrade to the next available category; within reason) Sometimes the suites, multi-bedroom suites or speciality suites are excluded, but I've never een any restrictions regarding Deluxe rooms.

And her statement that "upgrades are never free" is complete nonsense, there are dozens of rates (AMEX FHR, Virtuoso, Ensemble, Signature etc.) which come with a free upgrade based on availability.

Sounds like a mis-informed employee and nothing like the normal Fairmont experience.

can't agree more, was she trying to say in essence "complimentary doesn't mean free" ?

i'd suggest you kindly point that out in the customer feedback after the stay, which property was this may i ask?

The property was Le Chateau Montebello.
I answered the survey on my stay letting them know what happened. Just got an answer, they apologized for the check-in experience and recognized that I should have get the upgraded room (and offered a complimentary upgrade for my next stay in the best room - noting that there is no suite here at all).

Overall the communication with the property was good (when they adjusted the non-refundable rate, and with their apology...), just a bad check-in experience will not make me angry against them, hopefully some training will happen at the front desk.