In an attempt to explain concisely, just checked in at a hotel;

- Two separate bookings, one twin deluxe room (2 nights) one single Hilton guestroom (1 night).
- Booked a twin deluxe room as only one available at time of booking, then booked single Hilton guestroom later due to price rises.

Attempted to talk to the guy at desk about changing to a queen deluxe/executive room and he said they were full tonight which is fair enough (I'd checked beforehand and had seen as much). I asked about changing tomorrow (as I've seen they do have availability for the remaining two days) and he fobbed me off saying I'd have to ask in the morning - not sure how much difference 9pm in the evening or 7am the next morning makes...

Anywho I then asked about joining the bookings, again told to ask in the morning. He did however say if I did change room tomorrow as I've booked a lower category the following stay I'll be required to change room for a second time. Questions I have;

- One - is it unreasonable to expect that I'm moved to a queen room? And preferably exec as it'd be a category 1 upgrade and at the moment I've received none.
- Two - if I am upgraded to a queen exec room, reasonable to expect to stay there for the remaining two nights? There is availability for both.

I could change the single Hilton guestroom booking to a deluxe room now, but would it be unreasonable to expect to be given an executive room tomorrow morning and keep it for other night? Not sure why it'd be that much of an issue if there's a room available.

Also pretty fuming about being told to come back in the morning. He wasn't polite in the way he suggested it either, how would you deal with that?

They can't guarantee a queen the night before. They have no way of knowing what'll happen with the people who are currently in those rooms. Someone could overstay their welcome, room could have to go offline for maintenance, or any number of other reasons.

Stop by the front desk in the morning. Ask nicely. See what they say.

Neil

+1. If you get what you want, great. If not, move on...you'll live.

I don't see why you should be fuming. As missamo80 said, you need to check back in the morning. You are asking for an upgrade that you aren't necessarily entitled to for the third night on a separate booking(I would think the upgrade would be to the deluxe twin room). A manager level employee who might be there tomorrow might be able to do it, a desk clerk may not. Further they may not even know if the room you desire will even be available due to overstayers and new bookings.

+1 to the suggestion to walk away and just check back in the morning. Many many reasons why check back in the morning. Off my head, current team / staff not empowered. There could be guests who have multi nights booking and due to check-in this evening. If anyone does not come in by midnight, they can reasonably cancel the reservation (and charge a no-show). Guest may check-out early, guest may overstay, etc etc. I have sometimes been told to check back again on certain requests like a late check-out. I like to think that is a positive thing as I interpret it as, "I'd like to help but my hands are tied now / there is currently no availability but please check back again and we'll see if the situation's changed." A truly unhelpful staff would have said "NO" and not ask you to come back.

You need to understand the program an accept this when hotel follows the program. In this instance Hotel/Receptionist are correct.

Room upgrade terms are along lines
i)Space available at checkin time
ii)Room for upgrade needs to be available for the whole stay at time of checkin
iii)Ugrade is for room occupied by Elite member
(you can't stay in Deluxe and upgrade the second room you do not occupy)
iv)Strictly speaking by those terms in (ii) hotel does not need upgrade you for remaining nights but nearly all will in my experience.
However as upgrade is still 'Space available' hotel is fully entitled to wait until next days checkin time first, and is fairly normal hotel response, as hotel may still sell those higher rooms especially if not many rooms left.

Regards your perception of rudeness. Different guests have different levels of perception, patience, acceptance, listening skills, annoyance if not getting what they ask immediately, so 50/50 whether you are over-reacting here or if receptionists manor, tone or phrasing was at fault when refusing your request, and asking you to check back next day.

Just for those insistent on telling me off - first of all, I was annoyed due to the way the receptionist phrased what he said, it sounded extremely dismissive. Secondly I was asking for advice on what I should be expecting, that was all. I'm young and 18 months in to the hotel game, I'm not always sure what to expect.

That said the hotel has been exceptional - took a lot of what I read here on-board this morning and went to the desk to ask about moving (didn't mention room types etc, just wanted a queen bed), was told by the receptionist that this isn't a problem and she'll put a note for when I return from work. Returned from work to another receptionist, he had a quick read then presented some new key cards and told me check out would be Friday. Walk to the room to find an executive suite with a view of the lake.

Simple, efficient and I'm amazed. Well done Hilton Birmingham Metropole, I only wish the receptionist last night was politer.

Glad to see it worked out!

Neil

I'm glad it worked out for you.

How much of your issue related to the politeness of the desk clerk was due to him not being able to do what you wanted? Did that taint your impression of him? You said:
When you posted that you were "fuming about being told to come back in the morning" this suggests to me that you were mad at the desk clerk for not resolving this at the time in the way that you wanted. You should consider if this is tainting your impression of the desk clerk and your impression of his dismissive tone. Maybe the desk clerk felt you were pushing too much and became defensive as he didn't have the authority to do what you wanted him to do.

And now some further advice. You posted on this forum asking questions -- you received answers (go back in the morning) -- those answers ended up being correct and identical to the advice you received from the night shift desk clerk. Finally, when you ask for answers or advice you're going to receive all kinds, some you will like, some you won't, some you will find helpful and some you will consider that you are being "told off". If you aren't willing to accept that you will receive all kinds of comments then maybe you shouldn't ask for advice.

It was on first asking, I'm understanding and I know not all guest requests can be fulfilled but his response was literally "Come back in the morning", sharp, and nothing else. I didn't argue with him etc, I'm not that petty and I'm willing to accept what is and isn't within people's ability.

Secondly, I understand that and I appreciated the advice even from yourself. It was rather people insinuating I was misunderstanding the benefits of the program that was frustrating. As I said, I took the advice on-board and it worked out so I'm very happy and very grateful.

From this comment you did what your were supposed to. Walk away while being polite and try again with another front desk agent. Happy for you that it worked out well in the end.