SPG puts a little note in your key card pack that says "You've been upgraded" (when you get upgraded).

The challenge with Hilton and the "you've been upgraded" is it creates an expectation that if you've been upgraded you actually get a room that's better than the one you booked. Something that more often than not, Hilton doesn't deliver on. Again, it's all in the perception of what an upgrade is.

I consider an upgrade to be a class of room higher than what I booked. Much like an airline upgrade.

To tell me I was upgraded and delivering the exact same product a non-status member received is perhaps more insulting than the current M.O. of radio silence. But again, that's just me. And I think I'm pretty transparent in my feelings of how weak the HHonors program is.

I don't consider it an upgrade unless it is a separately bookable room on the web site that costs more than the one I booked. So "away from the elevators" does not count.

I think another variable tends to be the kind of property. I know of several HGIs and Hamptons that simply do not have any upgraded inventory (e.g., just "regular" rooms with either one or two beds). Per HHonors' definition, no "upgrades" are possible in these, but it is also certainly the case that in these properties there are better and worse rooms in terms of proximity to noise, etc.

The odd thing is, although they aren't really supposed to give upgrades, I've had far better luck at upgrades at most Hampton Inn properties. In fact, my first upgrade ever was at a Hampton--when I was only a Silver. Quite regularly, I've been upgraded to actual suites--full kitchen, separate bedroom, sometimes a fireplace (a nice touch in Flagstaff in winter). This is one reason I stay with HHonors, because in many cases I travel to small towns where the only hotels are Super 8, Motel 6, maybe a Holiday Inn Express, and a Hampton Inn.
I've had quite a mixed bag of upgrades at full-Hilton properties, more negative than positive.

Overall, that's close to my experience too. Which is why I always send a nice fax a few days before when I know it's a Hampton with upgraded inventory.

This is a good point...

I see I am not the only one who loves Hamptons...

I'm currently at the Hilton Prince Kuhio with the family. At online check in yesterday I only had access to the room I booked (mountain views non executive).

So I sent a brief email stating that this was our third stay in 16 months and I would love an ocean view room on the exec floor if available. A few hours later I went back to online check in and I was ocean view on the 34th floor (exec). Awesome.

Interestingly, when I checked in, the print out that holds the keys had my name printed on it as usual, but also has, "DNU UPG Per XXX". So, it looks like XXX got my email and proactively upgraded me.

I thought this was fitting to add to this thread as not only do I know I was upgraded, I know who did it for me!

Cheers.

KGBREB

If I'm told, "You've been upgraded", then I know.

If I'm not told, I don't know.

I imagine that many business travelers who often stay in the same hotels, both know and care more.

I've noticed a few posters saying they don't care if they get upgraded or not.
That the room is 'always nice' etc.

I have a few issues with this view.

1) Upgrades are a stated perk. They are something to reward loyalty. They are not something we are supposed to be grateful for, to be gushing at check-in 'oh, how kind, you are so nice...' which is often how many of us feel we behave when we get what is a stated perk.

It's this hit or miss with the stated benefit, and, the get out of jail 'subject to availability' that really annoys me.

As i've suggested before on here there's a simple solution to this:

- when a Hhonors member with elite status makes a reservation, the computer system should book them inline for the upgrade. Just like Delta, Continental, United airlines do. And, prior to your flight you get upgraded. If you don't you might get some free points (or nothing) but at least you know.

This removes the situation which i find all too common - that I check in at, say 11pm. There is one person on the front desk. They produce a preprinted paper with a room already allocated for me to sign.

I then ask for the upgrade. 'Sorry the hotel is full', or, 'you can have a smoking room (in the Middle East)...

The day of arrival the system should know who's coming, so, it preallocates you the upgrade. It doesn't allow Jenny or John on the front desk to take your upgrade and give it to a friend, someone they take a liking to, or whatever, so you get screwed and no upgrade.

Bottom line - Hilton - please let the system do the upgrades, and, take it out of the hands of junior staff. At the very least, on the day of arrival have the senior manager check who is coming in (Golds and Diamonds) and make sure they get their upgrades.

I've had so many stories such as 'oh we had some newly married people arrive, or, we've a busy conference in the hotel, or, there was a flight that was cancelled so we got the passengers'. Great.

2) Second issue (i hadn't forgotten!) is that if some folks don't care about their perks, HHonors are not likely to change it. :td:

3) Upgrades need to be clearly defined, and, not just to a corner room or a room with a bigger bed or better view. They need, as has been stated, to be a marked difference with the room you have booked.

I'm tired of the 'executive rooms' simply being refurbished rooms with a bathrobe.

I think SPG is good by allowing the upgrade to the 'best available room' not just a room that was $10 more per night that you could have booked anyway. :rolleyes:

Anyone agree (or disagree) :D

Like many people I often am left puzzled when told I have an upgrade that really seems no different to what I have booked.

My recent experiences have been better with (noticeable) upgrades either showing on my booking prior to arrival or being allocated rooms that are much better than I have booked.

It is still a puzzle though I prior to check-in I often wonder what is in store.

I believe the front desk staff do need some degree of latitude (though I'm not sure how much) as the system sometimes gets it wrong and things need to be sorted. A recent experience in Honolulu at a Sheraton property was a good example. On check-in we were allocated a room and were about to wander off when I enquired about some friends about to arrive (Fredd) and the comment was that they were Platinums and would be in a different part of the hotel. When I mentioned that I was also Platinum there was a high degree of embarrassment and quite a few minutes of frantic keyboarding before we suddenly had a suite in another tower and on the second top floor.

What I am alluding to in a rather long winded way is that the front desk staff had the ability/authority to fix the issue without needing to refer to management for help. The place was really busy and the need to refer to a manager would only have resulted in a further delay.

I always ask at check in as to whether or not I had been upgraded. As a Gold, "yes" usually meant I got the Exec Floor/Lounge access. As a Diamond it is tough to know for the simple reason that there is little difference between rooms. At Hilton Shanghai, the manager did convince me that there is little difference between being upgraded to the Exec Floor and being in a Deluxe or Deluxe Plus room on a lower floor: He just let me stay in both for a few days. No difference.

The only time I was told, without asking, that I had been upgraded was a couple of weeks ago at HHV. I had booked a "Junior Suite" but upon check in the desk agent made it a point to let me know that I had been upgraded to a "Full Suite" in the Rainbow Tower, and indeed I had been...

Unfortunately with hotels the word "upgraded" often just means a better room than what you book. And better in the hotels eyes versus ours. I've had things like being on a higher floor, better view, etc all be included in what they consider upgrades.

Even upgrades to the executive floor often means nothing other than exec club access, the rooms are the same.

I've found Hampton is willing to give upgrades (if possible) - it's Homewood that has consistently had the "it's not required, so we don't" attitude.

I was a Diamond member for almost 11 years, but have since moved on to other chains for the reason you brought up in this forum (among others). Early on it seemed that I was getting an upgraded room approximately 50%-60% of the time. I define upgraded as a suite, corner room, room with a better view, or HHonors floor where you need a key to access the elevator and the rooms had many different bells and whistles.
However, the last few years I rarely (if ever) got what I would consider an upgrade. In fact, when I would ask the desk clerk if my room was upgraded they would respond yes, but once I entered the room is simply didn't look any different to me. When I would go back and challenge the desk clerk about the "upgrade" they would make up a lame excuse for why the room was considered an upgrade - i/e. view of open field instead of parking lot, or room has a recliner instead of a chair. Okay maybe these are technically better rooms, but not what I would define as a true upgrade. An upgrade in the good 'ole days usually meant a real suite or room with a Jacuzzi tub, or at the very least a spectacular view. Now days it may only mean you don't have to look out at the parking lot or that the room has a better chair in it.
Currently I stay almost exclusively with Holiday Inn or Holiday Inn Express. While I don't get to enjoy room service or the availability of a restaurant on site, I am upgraded to a real suite or Jacuzzi tub about two thirds of the time. Makes for a really nice stay!
My general rule of thumb is that if you have to ask if the room is upgraded, it probably wasn't. The front desk clerk (not wanting to lose face) will tell you the room is an upgrade and try and sell you on some silly reason why the room is indeed upgraded and that you should be grateful.
Lastly, keep in mind that travel patterns and number of stays at a particular property have a GREAT deal to do with whether or not you get an upgrade. I have 50+ nights at one Holiday Inn property and they now provide me with a suite 100% of the time. Other properties simply have better Managers who try their best to upgrade their best customers. I find that if you rarely stay at the same property once or twice a year, your chances of getting upgraded are slim unless the hotel is empty.