What to do if Plat status at hotel provides no upgrade?
Mar 17, 2005, 7:30 am
#1
Original Poster
Join Date: Mar 2000
Posts: 5,651
What to do if Plat status at hotel provides no upgrade?
At some priority hotels your Plat status does nothing. The front desk actually says so. What can one do? Should the hotel provide breakfast or breakfast coupon for Plats?
Mar 17, 2005, 8:42 am
#3
Join Date: Jan 2003
Location: Europe
Programs: AC Elite *G :: LH Sen *G :: IC Royal Amb :: PC Plat :: HH Diamond
Posts: 2,000
Originally Posted by best
Should the hotel provide breakfast or breakfast coupon for Plats?
Mar 17, 2005, 9:23 am
#4
Join Date: May 2004
Programs: Various Programs of Interest & LT Collector.
Posts: 1,483
During a trip in January to Holiday Inn Bayview (Haifa Israel) they did not recognize my platinum status when I requested a room upgrade at checkin.
Once I got to my room I called the Priority Club # in the US expressing my convern and they transfered me to a customer service specialist.
They put me on hold and called the hotel to understand why. About 2 minutes later they came back on the line and told me the Hotel Manager would be calling me to address mey concern in a few minutes.
The manager called saying they heard I was interested in a room upgrade and had a bellboy bring my luggage from my room to an upgraded room.
Call Priority Club and express your concern if you are not given an upgrade. If enough people do this the Hotels will hopefully start changing to honor the platinum benefits more consistently.
Once I got to my room I called the Priority Club # in the US expressing my convern and they transfered me to a customer service specialist.
They put me on hold and called the hotel to understand why. About 2 minutes later they came back on the line and told me the Hotel Manager would be calling me to address mey concern in a few minutes.
The manager called saying they heard I was interested in a room upgrade and had a bellboy bring my luggage from my room to an upgraded room.
Call Priority Club and express your concern if you are not given an upgrade. If enough people do this the Hotels will hopefully start changing to honor the platinum benefits more consistently.
Originally Posted by best
At some priority hotels your Plat status does nothing. The front desk actually says so. What can one do? Should the hotel provide breakfast or breakfast coupon for Plats?
Mar 17, 2005, 9:30 am
#5
Join Date: Mar 2005
Posts: 33
It's an unusual situation, because technically I think Plat means you're
supposed to be pre-checked in before you arrive. If they do that, then
they should already be able to give you the upgraded room at whatever
time they "process" pre-checks.
However, having said that, most hotels don't seem to pre-check even
though they're supposed to.
The guideline that they will only upgrade at check-in isn't good for
me because I travel by car a lot, and quite often don't check in until
after midnight. Because of this, if I'm staying more than one or two
nights, I usually call at 4pm and ask if any room upgrades are available
and explain that I won't be arriving until very late. I also sometimes
check online to see if any upgraded rooms are available to know if I
should even try and call.
One time, though, I arrived late at night at a Staybridge and asked for
a room upgrade - didn't even say if it was an upgrade I wanted to pay
for or if it was due to Plat. She said none were available. I asked again
if she was sure, and she said no. I found this odd because it was mid-
winter, in the middle of nowhere (central upstate New York) and there
were more "upgrade" rooms at this hotel than there were cars in the
parking lot. I suppose it's possible a tour bus was due in any minute too,
but I did write to express my disappointment about my experience. I
didn't expect anything in return other than a note saying "oops, sorry",
but surprisingly, they apologized and sent me a voucher for a free room
night in the future. Definitely nice of them to do, and I will always stay
there in the future... (plus the Corning Museum of Glass is a really cool
place to go).
J
supposed to be pre-checked in before you arrive. If they do that, then
they should already be able to give you the upgraded room at whatever
time they "process" pre-checks.
However, having said that, most hotels don't seem to pre-check even
though they're supposed to.
The guideline that they will only upgrade at check-in isn't good for
me because I travel by car a lot, and quite often don't check in until
after midnight. Because of this, if I'm staying more than one or two
nights, I usually call at 4pm and ask if any room upgrades are available
and explain that I won't be arriving until very late. I also sometimes
check online to see if any upgraded rooms are available to know if I
should even try and call.
One time, though, I arrived late at night at a Staybridge and asked for
a room upgrade - didn't even say if it was an upgrade I wanted to pay
for or if it was due to Plat. She said none were available. I asked again
if she was sure, and she said no. I found this odd because it was mid-
winter, in the middle of nowhere (central upstate New York) and there
were more "upgrade" rooms at this hotel than there were cars in the
parking lot. I suppose it's possible a tour bus was due in any minute too,
but I did write to express my disappointment about my experience. I
didn't expect anything in return other than a note saying "oops, sorry",
but surprisingly, they apologized and sent me a voucher for a free room
night in the future. Definitely nice of them to do, and I will always stay
there in the future... (plus the Corning Museum of Glass is a really cool
place to go).
J
Mar 17, 2005, 10:41 am
#6
Join Date: Oct 2003
Location: Santa Barbara, CA
Programs: AA Executive Platinum, UA Gold/MM, HH Diamond, Bonvoy Titanium, IHG Diamond/Ambassador, Hyatt Explor
Posts: 2,166
Originally Posted by best
At some priority hotels your Plat status does nothing. The front desk actually says so. What can one do? Should the hotel provide breakfast or breakfast coupon for Plats?
Mar 17, 2005, 10:56 am
#7
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
Originally Posted by TravelGuy1965
During a trip in January to Holiday Inn Bayview (Haifa Israel) they did not recognize my platinum status when I requested a room upgrade at checkin.
Once I got to my room I called the Priority Club # in the US expressing my convern and they transfered me to a customer service specialist.
They put me on hold and called the hotel to understand why. About 2 minutes later they came back on the line and told me the Hotel Manager would be calling me to address mey concern in a few minutes.
The manager called saying they heard I was interested in a room upgrade and had a bellboy bring my luggage from my room to an upgraded room.
Call Priority Club and express your concern if you are not given an upgrade. If enough people do this the Hotels will hopefully start changing to honor the platinum benefits more consistently.
Once I got to my room I called the Priority Club # in the US expressing my convern and they transfered me to a customer service specialist.
They put me on hold and called the hotel to understand why. About 2 minutes later they came back on the line and told me the Hotel Manager would be calling me to address mey concern in a few minutes.
The manager called saying they heard I was interested in a room upgrade and had a bellboy bring my luggage from my room to an upgraded room.
Call Priority Club and express your concern if you are not given an upgrade. If enough people do this the Hotels will hopefully start changing to honor the platinum benefits more consistently.
I had a similar issue with the CP in Jerusalem, which I posted about last month. I am awaiting a formal response to my letter to PC about not receiving any Plat benefits and the hotel's insistence they don't give them. [As noted, breakfast is not a benefit so should not be expected unless you are upgraded to a Club level where this is included. And most HIs don't have much to upgrade you to. I can understand not getting Plat upgrade benefits if the hotel is full, but when it is not, there is no excuse.]
Mar 17, 2005, 6:39 pm
#8
Join Date: Mar 2005
Posts: 33
some hotels may start charging for Plat upgrade
When checking in tonight (HISelect), I asked for a room upgrade but was
told there would be a $20 fee to do so. I said, no, that room upgrades are complimentary. They countered by saying they offer access to the exec
floor, but did not give upgrades to the room. I continued to insist that
upgrades were free.
They continued to refuse, saying it was now their policy as of 31 Dec.
Then I explained I had just checked out of their hotel earlier this morning
and had been given an upgrade for free (without even asking) for the prior
three nights. They relented and said, "well, but this is the last time we
can give you a free upgrade".
Meanwhile, this all occured in front of a colleague from a partner company,
which made me feel like a whiner for something I though was part of the
program.
Between this and the $1200 moneygrab out of my points, I don't know
how more valued they could possibly make me feel.
I don't know what's happening to PC, but it appears to be going downhill
fast.
BTW, they also said they plan to (or are currently) no longer offer reward
nights on Monday or Tuesday because they're their busiest nights. (I
personally understand that, but would also argue first come first served,
since these aren't really free nights - we've earned them through other
purchases)
J
told there would be a $20 fee to do so. I said, no, that room upgrades are complimentary. They countered by saying they offer access to the exec
floor, but did not give upgrades to the room. I continued to insist that
upgrades were free.
They continued to refuse, saying it was now their policy as of 31 Dec.
Then I explained I had just checked out of their hotel earlier this morning
and had been given an upgrade for free (without even asking) for the prior
three nights. They relented and said, "well, but this is the last time we
can give you a free upgrade".
Meanwhile, this all occured in front of a colleague from a partner company,
which made me feel like a whiner for something I though was part of the
program.
Between this and the $1200 moneygrab out of my points, I don't know
how more valued they could possibly make me feel.
I don't know what's happening to PC, but it appears to be going downhill
fast.
BTW, they also said they plan to (or are currently) no longer offer reward
nights on Monday or Tuesday because they're their busiest nights. (I
personally understand that, but would also argue first come first served,
since these aren't really free nights - we've earned them through other
purchases)
J
Mar 17, 2005, 10:00 pm
#9
Join Date: Feb 2004
Posts: 211
Originally Posted by johngo7470
When checking in tonight (HISelect), I asked for a room upgrade but was
told there would be a $20 fee to do so. I said, no, that room upgrades are complimentary. They countered by saying they offer access to the exec
floor, but did not give upgrades to the room. I continued to insist that
upgrades were free.
They continued to refuse, saying it was now their policy as of 31 Dec.
Then I explained I had just checked out of their hotel earlier this morning
and had been given an upgrade for free (without even asking) for the prior
three nights. They relented and said, "well, but this is the last time we
can give you a free upgrade".
Meanwhile, this all occured in front of a colleague from a partner company,
which made me feel like a whiner for something I though was part of the
program.
Between this and the $1200 moneygrab out of my points, I don't know
how more valued they could possibly make me feel.
I don't know what's happening to PC, but it appears to be going downhill
fast.
BTW, they also said they plan to (or are currently) no longer offer reward
nights on Monday or Tuesday because they're their busiest nights. (I
personally understand that, but would also argue first come first served,
since these aren't really free nights - we've earned them through other
purchases)
J
told there would be a $20 fee to do so. I said, no, that room upgrades are complimentary. They countered by saying they offer access to the exec
floor, but did not give upgrades to the room. I continued to insist that
upgrades were free.
They continued to refuse, saying it was now their policy as of 31 Dec.
Then I explained I had just checked out of their hotel earlier this morning
and had been given an upgrade for free (without even asking) for the prior
three nights. They relented and said, "well, but this is the last time we
can give you a free upgrade".
Meanwhile, this all occured in front of a colleague from a partner company,
which made me feel like a whiner for something I though was part of the
program.
Between this and the $1200 moneygrab out of my points, I don't know
how more valued they could possibly make me feel.
I don't know what's happening to PC, but it appears to be going downhill
fast.
BTW, they also said they plan to (or are currently) no longer offer reward
nights on Monday or Tuesday because they're their busiest nights. (I
personally understand that, but would also argue first come first served,
since these aren't really free nights - we've earned them through other
purchases)
J
Which hotel is this? I wonder if we should start a thread with "good hotels for Plats and bad hotels for Plats" (or something a bit more clever or catchy). On the "good hotel list" I would put the
Crowne Plaza Phoenix Airport (think it was formerly a Holiday Inn Select that has recently had an extensive renovation to public areas and guests rooms). When I checked in a couple of weeks ago (on a weekend) I was given a "Welcome Letter" that clearly listed the PC member and Plat benefits at that hotel.
As Plats we get "upgrades upon availabilty to their private key accessed Priority Club Floors with refrigs and microwaves in the room."
Also access to the 10th Floor Concierge Lounge for breakfast M-F and M- Thurs for drinks and hors d'oeuvres and snacks. On the weekend Plats are awarded complimentary breakfast (buffet) and bar drink coupon.
Mar 18, 2005, 8:03 am
#10
Join Date: Mar 2005
Posts: 33
Originally Posted by Tempus Fugit
Which hotel is this?
Originally Posted by Tempus Fugit
I wonder if we should start a thread with "good hotels for Plats and bad hotels for Plats"
at TripAdvisor.com - that way prospective PC members start to learn all is
not paradise like the glossy brochure would lead one to believe. I have to
think that word of sites like TripAdvisor start to spread, and hotel
managers are more inclined to be fair for fear of having a growing bad
reputation on sites like TA.
I'd also like to report it to PC customer service (in the past they've been
good about following up on problems like this), but since I have the
pending rant about the loss of $1200 of point value, I'd rather not have a
long list of complaints tied to my PC number... (pick my battles wisely)
Originally Posted by Tempus Fugit
As Plats we get "upgrades upon availabilty to their private key accessed Priority Club Floors with refrigs and microwaves in the room."
Also access to the 10th Floor Concierge Lounge for breakfast M-F and M- Thurs for drinks and hors d'oeuvres and snacks. On the weekend Plats are awarded complimentary breakfast (buffet) and bar drink coupon.
Also access to the 10th Floor Concierge Lounge for breakfast M-F and M- Thurs for drinks and hors d'oeuvres and snacks. On the weekend Plats are awarded complimentary breakfast (buffet) and bar drink coupon.
"each hotel is independantly owned and operated", but perks like Priority
check-in, and complimentary room upgrades are clearly listed as
part of being a Plat. Seems that's enforcable if the hotel has agreed to be
part of the chain/program. And since things like the exclusive phone
number are more or less a joke, the only other significant benefit is the
bonus points per stay, and even that is only about half of what it once
was.
J
Mar 19, 2005, 7:50 am
#11
Join Date: Dec 2004
Programs: Most....Four elite air/ Three hotel elites - UA MillionMiler - DL RWT alum
Posts: 1,257
Originally Posted by johngo7470
Due to the number of hotels, I'm probably more inclined to post it over
at TripAdvisor.com - that way prospective PC members start to learn all is
not paradise like the glossy brochure would lead one to believe. I have to
think that word of sites like TripAdvisor start to spread, and hotel
managers are more inclined to be fair for fear of having a growing bad
reputation on sites like TA.
at TripAdvisor.com - that way prospective PC members start to learn all is
not paradise like the glossy brochure would lead one to believe. I have to
think that word of sites like TripAdvisor start to spread, and hotel
managers are more inclined to be fair for fear of having a growing bad
reputation on sites like TA.
2. Travelocity.com, and
3. epinions.com
I check all three before going to "places unknown", esp. out of the U.S.
#1 and #3 also allow other posts (e.g. "How do I take the local bus system in this third world country...", good restaurants, etc....#3 more by longer "freeflow" text).
BTW, epinions.com also has the nice feature of threads on consumer items by brand and model which you may wish to purchase, (e.g., digital cameras, countertop or portable dishwashers, combo unvented washer/dryer for the kitchen sink faucet connection in that "rustic cabin" you have, etc.) and so is also a useful bookmark.
Mar 19, 2005, 8:16 am
#12
Join Date: Jan 2003
Location: Manchester, United Kingdom
Programs: Hilton Gold, Priority Club Blue, SPG Gold, Sofitel Gold, FB Ivory, BA Blue
Posts: 8,477
I was of the understanding that Platinum (and indeed Ambassador/Royal Ambassador) benefits are not guarnteed and as such, we don't have a right to them. Is my understanding wrong?
OTOH, as a Platinum, 6CC and RA I have been treated quite well wherever I've stayed.
I will be staying at the HI Paris Opera for a week next month so it will be interesting to see if I get any benefits (I've not stayed at a HI for a long time).
Regards
I
OTOH, as a Platinum, 6CC and RA I have been treated quite well wherever I've stayed.
I will be staying at the HI Paris Opera for a week next month so it will be interesting to see if I get any benefits (I've not stayed at a HI for a long time).
Regards
I
Mar 19, 2005, 8:43 am
#13
Suspended
Join Date: Nov 2004
Location: 80 countries across the world
Programs: some, * alliance, OW, ISIC,
Posts: 1,336
It is stated very clearly in the terms and conditions that all Royal ambassador are to be upgraded to suites. if in the property that paid suites are given lounge access, the upgraded royal ambassador are to be given as such. These rooms are to be pre-booked or given at point of booking. Thats for IC properties. For Hi and otehr HI branded properties, you are supposed to be upgraded to the best room available that is "available" or sellable at point of check-in or at teh hotel's discretion if you have contact with teh hotel at an earlier time. This also applies to Platinums.
For Ambassadors, you are supposed to be upgraded one category higher than room orginally booked. Even if you are booked a room below a suite, you get the suite if it is "sellable" or available at point of check-in.
This is from the HQ in UK.
Here's the reaon why this is not adhered to. Most HI properties and IC are franchised or owned externally and operate independantly under the Hi brand. IE apart from the marketing, all these properties do not really practically abide by HI loyalthy terms really strictly unless the checks are done more frequently and customers bother to bring it up such that HI main office in the UK know about it. There's no incentive for the hotels to abide.
I believe thet this practise started somewhere from one of the regional offices and has transpired elsewhere. IE, once one HI knows how another HI tries to turn the upgrade to their favour, monkey see, monkey do.
Most of the time, a lot of these properties get away with it cos we as business travellers do not make it a point to successfully argue it across or get the message across to the individual hotel property or that we cannot be bothered. afterall, who wants to make a fuss at 11pm at night.
Unless of course, you are me and bother to make it such that the individual property gets fined for infringing local consumer laws or trade practises act. I did it but believe me, its really a lot of work and i did feel sorry for a few of the staff who had to be fired but it was these same staff that created my mess and they never did apologised.
IE. the point is that the franchising of HI properties are actually quite easy for exiting small hotels to convert themselves into HI or IC if they are in the right location. But they are not like starwood or Hilton where loyalthy programmes are integrated closely into the hotel management. Its not in HI/IC and these hotels being independant know they can get away with it.
For Ambassadors, you are supposed to be upgraded one category higher than room orginally booked. Even if you are booked a room below a suite, you get the suite if it is "sellable" or available at point of check-in.
This is from the HQ in UK.
Here's the reaon why this is not adhered to. Most HI properties and IC are franchised or owned externally and operate independantly under the Hi brand. IE apart from the marketing, all these properties do not really practically abide by HI loyalthy terms really strictly unless the checks are done more frequently and customers bother to bring it up such that HI main office in the UK know about it. There's no incentive for the hotels to abide.
I believe thet this practise started somewhere from one of the regional offices and has transpired elsewhere. IE, once one HI knows how another HI tries to turn the upgrade to their favour, monkey see, monkey do.
Most of the time, a lot of these properties get away with it cos we as business travellers do not make it a point to successfully argue it across or get the message across to the individual hotel property or that we cannot be bothered. afterall, who wants to make a fuss at 11pm at night.
Unless of course, you are me and bother to make it such that the individual property gets fined for infringing local consumer laws or trade practises act. I did it but believe me, its really a lot of work and i did feel sorry for a few of the staff who had to be fired but it was these same staff that created my mess and they never did apologised.
IE. the point is that the franchising of HI properties are actually quite easy for exiting small hotels to convert themselves into HI or IC if they are in the right location. But they are not like starwood or Hilton where loyalthy programmes are integrated closely into the hotel management. Its not in HI/IC and these hotels being independant know they can get away with it.
Mar 19, 2005, 9:50 am
#14
FlyerTalk Evangelist
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
As an RA I have never expected my suite to come with Club access unless I have originally booked a Club level room. The T&C provides for a room upgrade but not all the other services that might go with a paid stay in a suite. I have been invited to use the Club lounge for an additional $30 a night, but my expectations are not for Club access when I get my upgrade at an IC branded property.
At CPs, if there is Club level space, I do expect the room on this floor and access to the Club lounge, as that is part of the what constitutes that floor's amenities.
Consistency of application is important to any program.
Of course, there is also the other side where the T&Cs say we will not get our Plat benefits when staying on an award booking. However, I have always received these benefits, often more consistently than on paid rates at some HIs and CPs. Go figure!
At CPs, if there is Club level space, I do expect the room on this floor and access to the Club lounge, as that is part of the what constitutes that floor's amenities.
Consistency of application is important to any program.
Of course, there is also the other side where the T&Cs say we will not get our Plat benefits when staying on an award booking. However, I have always received these benefits, often more consistently than on paid rates at some HIs and CPs. Go figure!
Mar 20, 2005, 9:30 am
#15
Join Date: Feb 2005
Location: Los Angeles
Programs: HH-Gold, Priority Club-Platinum, Marriott-Silver, DL, CO, US,
Posts: 15
No upgrade, but it gets worse
I had a three-night stay in Waycross GA in january and not only did I not get an upgrade (in a very obviously near-empty hotel) but they said they NEVER HEARD of upgrades for Platinum! Also, I received one breakfast coupon for two people in a room for three nights.
And it gets worse...as a Platinum member, I believe I am guaranteed a reservation, right? When I checked into the HI JAX airport in January, they had the reservation, but refused to honor it. No reason given. They then told me I could not use the bell desk to check my bags...that I need to store then at the airport while I make alternate hotel reservations (which they also would not help me with.)
And it gets worse...as a Platinum member, I believe I am guaranteed a reservation, right? When I checked into the HI JAX airport in January, they had the reservation, but refused to honor it. No reason given. They then told me I could not use the bell desk to check my bags...that I need to store then at the airport while I make alternate hotel reservations (which they also would not help me with.)