elusive1

Yes, the GM of course has more important things to do, that is the idea. Very simple, if it is not important to you, don't complain should you feel you were not treated properly on these status upgrades and benefits.

retiredfromhilton

The operative word in the text you quote is 'may'. It is not 'will' or 'must'. It is 'may', which implies 'may or may not'.

hailstorm

The word 'may' grants us rights as well, specifically the right to have a conversation along the lines of "Your website shows availability for these rooms. Honors Diamond policy says that you can upgrade me to these rooms. So, why won't you?" Then the property can choose to either give us a reason, or take the simpler route and acquiesce to our request.

Kacee

Or more likely, just say, "I'm sorry sir, the upgrade is not available." Which is precisely the standard trained response which led to this thread

That said, I don't really have an issue with how Hilton (and Marriott) handle suite upgrades.

hailstorm

But that doesn't end the conversation either. Indeed, the OP started the to ask if they were justified in pursuing the matter further. Which, the Honors T&C clearly states, they are.

Kacee

Sure it does. Unless you enjoy arguing with the wall (which I suspect may be a possibility here ).

There is no "entitlement" to an upgrade and no recourse if the check-in agent gives the standard trained response (even if it's a lie).

hailstorm

No, it doesn't.

There is an entitlement to a proper explanation.

RCTP

It is pretty obvious that the original poster just want someone to validate his idea that he should take the the argument of lack of upgrades to someone higher up the chain.

If OP had no issue about being told no upgrades available, there wouldn't be this post in the first place.

That being said, there are always 2 camps to this issue. People who think that they are being lied to and people who believe in live and let live.

mingzie

Wrong.

I never confront or take higher up. I just see it as they don't want to upgrade and that's that.

Sometimes it's just interesting/nice to talk. I was only correcting the people who said they were not an entitlement.

I both believe and know the front desk is lying and also live and let live. So your analysis is incorrect.

hailstorm

SIn America, if you're arrested for a crime, you have the right to remain silent. But you can waive that right and tell the police whatever they want to know.

In the same vein, you can choose to accept whatever room the hotel assigns you. But you very definitely have the right to hold them accountable for not following the guidelines of the loyalty program.

mazzer

I find I am most likely to get upgraded when I check in late for a single night stay - when they have minimal chance of reselling the room. They are in the business of maximizing revenue ... I think giving diamonds one or two guaranteed upgrades a year (1 for every 10 stays?) Would allow us to confirm upgrades when it's important to us, and play the lottery the rest of the time. Similar to way the the airlines give top their elites a few confirmed upgrades, and allocate any unsold 1st class seats on the basis of status and fare paid near departure.

Kacee

elusive1

Is a suite or other upgraded room that important to you.
Yes it is

Don't begrudge those who do just seems like a lot of work and a pain.
I don't begrudge anyone. On one hand I think its great that others do not push the issue ( more upgrades for me), on the other hand if everyone pushed them to adhere to the spirit of the program, they would absolutely do so. IMO, the hotel only pushes people around because it works.

I rarely ever make a fuss. Usually there a night or two anyway and the room I booked is usually more than sufficient.
Fine, to each his own

PayItForward

Actually, if everyone starts demanding a perk that was never meant to be guaranteed but ends up with various properties having to deal with DYKWIAs at check-in, instead of "adhering" to the "spirit" of the program, what will likely happen instead is that the program will soon state suites are excluded and leave it to properties' discretion to upgrade only their frequent guests. There are only so many suites and the number of elite members are ballooning. The supply cannot meet the demand.

arlflyer

So the alternative is that we should become conditioned to not expect, nor ask for, any upgrades, leaving plenty of leftover suite space for the hotels to monetize to the lowest bidder, status or not, via NOR1 and other avenues? That we should just stay silent as the benefits that we thought were part of the equation of loyalty are eroded, as if we're not paying for them?

Hotels set the bar. Loyal guests strive to clear the bar. If the hotel finds its current program conditions untenable, well, that's that, and they have the authority to change them (and incur the resulting business effects such as loss of loyal customers). But no one - posters on this board, hotels, or anyone - should be looking down on customers for expecting what they thought that they were buying into, and which past data supported as being a real, expected benefit. Choosing loyalty to a program is a business decision, and those of us who make that decision do so upon a consideration of the facts, including past experience. It's not like we're just making this up - it was part of the calculus from day one.