Restrictions on Suite Upgrades Beyond Published T&Cs
Jan 23, 2019, 6:59 pm
#16
Join Date: Nov 2013
Programs: AS Gold, Hyatt Diamond, Starriott LTPP
Posts: 341
I've had this issue at some properties that are terrible with upgrades. Ironically, the fact that they don't automatically upgrade other Globalists means that I get to argue the standard suite is available.
Anyway, all the advice above about reaching out via customer service channels is appropriate. I've been able to get help from phone agents contacting the hotel and asserting the terms.
Anyway, all the advice above about reaching out via customer service channels is appropriate. I've been able to get help from phone agents contacting the hotel and asserting the terms.
Jan 24, 2019, 5:37 pm
#17
Join Date: Jul 2014
Location: DTW
Programs: Hyatt Globalist, Marriott Titainum, Hilton Diamond, IHG Platinum, Delta Diamond
Posts: 142
This is NOT true at all. Andaz Papagayo tried to do this, so Hyatt corporate was contacted regarding this. They contacted hotel and told them they have to apply the TSU because if a standard suite is available, it can be upgraded into. Got an email from a manager at Andaz who apologized for the misunderstand (hah!) and told me the TSU has been applied.
Feb 9, 2019, 1:59 am
#18
Join Date: Jan 2016
Location: NY Metro
Programs: Hyatt GP Diamond
Posts: 242
I’ve had mostly good experiences with upgrades at check in, but the T&C seem to give the hotel an out with the “up to” wording.
From the Globalist T&C:
- Enjoy an upgraded room based on availability at check-in, up to standard suites
Feb 9, 2019, 4:18 am
#19
formerly a193991
Join Date: Dec 2014
Location: Zulu Romeo Hotel
Programs: Hyatt LT Globalist; LX SEN (*A Gold), AA LTG, SBB-CFF-FFS First Class GA
Posts: 4,573
Curious what your perception of the situation is at check-in. Are you saying the property is obligated to give an upgrade if the suite is available for sale upon check- in?
I’ve had mostly good experiences with upgrades at check in, but the T&C seem to give the hotel an out with the “up to” wording.
From the Globalist T&C:
- Enjoy an upgraded room based on availability at check-in, up to standard suites
my understanding of „up to“ is that nothing higher than standard suites will be assigned. But good point of yours, it could be a „way out for the hotel“... never thought of it that way.
update: just took screenshot from the app. actually it says an upgrade to standard suite at checkin.
so "up to" would mean starting with suite and then going down the categories, whatever is available I'd say.
Last edited by 59Impala; Feb 9, 2019 at 4:52 am Reason: update with jpg
Feb 9, 2019, 7:49 am
#20
Join Date: Jan 2016
Location: NY Metro
Programs: Hyatt GP Diamond
Posts: 242
Ah thanks. I had thought the policy was to upgrade Globalists to standard suites at check in if available. Interestingly, I have an upcoming stay where they are insisting all the standard suites are already committed, yet I see them available online through the booking app. I'm hoping they are just keeping them them saleable until check in but I thought it a bit strange they are already saying they aren't available.
Feb 9, 2019, 8:13 am
#21
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Ah thanks. I had thought the policy was to upgrade Globalists to standard suites at check in if available. Interestingly, I have an upcoming stay where they are insisting all the standard suites are already committed, yet I see them available online through the booking app. I'm hoping they are just keeping them them saleable until check in but I thought it a bit strange they are already saying they aren't available.
Feb 9, 2019, 8:38 am
#22
Join Date: Jan 2016
Location: NY Metro
Programs: Hyatt GP Diamond
Posts: 242