Check in agent lies about upgrade availability - what do you do?
#1
Original Poster
Join Date: Dec 2015
Posts: 278
Check in agent lies about upgrade availability - what do you do?
When the agent explains you are not getting an upgrade because 'we are fully sold out' or 'we are sold out of that room type' when you know for a fact there are multiple rooms available to book online - what do you do?
I know this seems to come up quite a lot as the default excuse of not upgrading a member.
Is it bad etiquette to push the issue and tell them they are indeed available? Should we as guests just let it go and chalk it up as that they just don't want to upgrade us?
What's the best thing to do in this situation? Any insights, opinions or experiences would be highly appreciated.
I know this seems to come up quite a lot as the default excuse of not upgrading a member.
Is it bad etiquette to push the issue and tell them they are indeed available? Should we as guests just let it go and chalk it up as that they just don't want to upgrade us?
What's the best thing to do in this situation? Any insights, opinions or experiences would be highly appreciated.
#2
Join Date: Feb 2013
Location: DCA
Posts: 7,761
Up to you. Calling them out on it usually results in some hilarious conversations, like them explaining how those online listings are intended to generate an oversell, or the website isn't showing the "real" inventory, or they're actually holding back a suite or two that's for sale but "not available for upgrades" or other ridiculous stories. If you feel like standing your ground at that point, just call for a manager and give it a go from there. Like anything Hilton, it's luck of the draw.
Just my two cents. I'm sure the thread will digress into some accusations of "over-entitled elites" or such.
Just my two cents. I'm sure the thread will digress into some accusations of "over-entitled elites" or such.
#5
Join Date: Nov 2003
Location: JFK/LGA
Programs: AA EXP/5 MM, BA Blue Bayou, HH LT Diamond
Posts: 5,817
If you casually want an upgrade- I would ask once and if denied let it go. Upgrades are not guaranteed and you are not going to win the argument about room inventory availability.
If you really want an upgrade- offer to pay a modest supplement if necessary. You can always say no if the offer is too high.
If you really want an upgrade- offer to pay a modest supplement if necessary. You can always say no if the offer is too high.
#7
Join Date: Oct 2011
Location: WSSS/RCTP
Programs: SQ KF, A3 Gold, CI Dynasty, UA MileagePlus, ANA AMC, HH Gold, M&C Gold, SPG Gold
Posts: 317
Most of the time I will just it go. I know the FD staff might be lying, but at the same time I can't confirm if what I see online is really true too.
So so far the alternatives offered to me have been pretty good. Be it extra amenities like fruits, pralines or wine etc. Sometimes even a complimentary lunch or dinner(albeit with the t&cs).
Mostly I'll just reply with "oh then can I get a late checkout in this case?" And have been offered as late as 6pm.
but again, the all important 4 letters. YMMV.
So so far the alternatives offered to me have been pretty good. Be it extra amenities like fruits, pralines or wine etc. Sometimes even a complimentary lunch or dinner(albeit with the t&cs).
Mostly I'll just reply with "oh then can I get a late checkout in this case?" And have been offered as late as 6pm.
but again, the all important 4 letters. YMMV.
#8
FlyerTalk Evangelist
Join Date: Jul 2011
Programs: Hyatt Discoverist, SEIBU PRINCE CLUB Silver, Marriott Gold
Posts: 20,423
I usually bring up all the room types on my app right before checkin. Then if they try to say they can't upgrade me to a particular room type, I whip out my phone and use that to prompt them to try again.
That almost always works, but when it doesn't I don't push the matter any further, other than to let my displeasure be known at check-out or any post-stay surveys.
That almost always works, but when it doesn't I don't push the matter any further, other than to let my displeasure be known at check-out or any post-stay surveys.
#9
Join Date: Apr 2005
Location: ATL
Posts: 802
Up to you. Calling them out on it usually results in some hilarious conversations, like them explaining how those online listings are intended to generate an oversell, or the website isn't showing the "real" inventory, or they're actually holding back a suite or two that's for sale but "not available for upgrades" or other ridiculous stories. If you feel like standing your ground at that point, just call for a manager and give it a go from there. Like anything Hilton, it's luck of the draw.
Just my two cents. I'm sure the thread will digress into some accusations of "over-entitled elites" or such.
Just my two cents. I'm sure the thread will digress into some accusations of "over-entitled elites" or such.
#11
Join Date: Feb 2014
Posts: 921
When the agent explains you are not getting an upgrade because 'we are fully sold out' or 'we are sold out of that room type' when you know for a fact there are multiple rooms available to book online - what do you do?
I know this seems to come up quite a lot as the default excuse of not upgrading a member.
Is it bad etiquette to push the issue and tell them they are indeed available? Should we as guests just let it go and chalk it up as that they just don't want to upgrade us?
What's the best thing to do in this situation? Any insights, opinions or experiences would be highly appreciated.
I know this seems to come up quite a lot as the default excuse of not upgrading a member.
Is it bad etiquette to push the issue and tell them they are indeed available? Should we as guests just let it go and chalk it up as that they just don't want to upgrade us?
What's the best thing to do in this situation? Any insights, opinions or experiences would be highly appreciated.
"No, we aren't upgrading you" is a bit direct.
#12
Join Date: Jun 2015
Posts: 1,481
A room, which is available for book, can be not available for an upgrade. It's up to the hotel to decide about that.
If I'm not happy with upgrades or late check-out, I talk about that to the hotel manager or general manager and if I still don't feel good about that, I change the hotel, the brand or or the group, if possible. If that's not possible, I try not to worry about it.
If I'm not happy with upgrades or late check-out, I talk about that to the hotel manager or general manager and if I still don't feel good about that, I change the hotel, the brand or or the group, if possible. If that's not possible, I try not to worry about it.
#13
Suspended
Join Date: Nov 1999
Posts: 24,153
A room, which is available for book, can be not available for an upgrade. It's up to the hotel to decide about that.
If I'm not happy with upgrades or late check-out, I talk about that to the hotel manager or general manager and if I still don't feel good about that, I change the hotel, the brand or or the group, if possible. If that's not possible, I try not to worry about it.
If I'm not happy with upgrades or late check-out, I talk about that to the hotel manager or general manager and if I still don't feel good about that, I change the hotel, the brand or or the group, if possible. If that's not possible, I try not to worry about it.
With that said, it still ticks me off but not in a way, that Im lied to with the sorry we are full during the duration of your stay while in fact almost every room type is available. usually I will vote with my wallet and not return to that property, but will let them know why upon checkout.
The vast majority of my stays are 1 nighters, I think it would bother me more if the stay was for more then 1 night.
#14
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.929MM, Hilton Lifetime Diamond, IHG Platinum, Avis CHM, Marriott Titanium (lifetime gold)
Posts: 7,850
#15
Join Date: Jan 2009
Location: London
Programs: AA EXP, 1MM
Posts: 643