Proof of failed upgrade
Feb 14, 2019, 7:16 pm
#46
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
A common misconception. Anyone, even a guest with no status at all, is eligible for a suite upgrade if it makes sense for the hotel to do so. It's just like an operational upgrade on an airline.
However, if there are sufficient guests with higher status, they should definitely be upgraded before any "operational upgrades".
However, if there are sufficient guests with higher status, they should definitely be upgraded before any "operational upgrades".
I recall talking to a manager here in North America when this new system rolled out back in August. A platinum returning guest (ie the regulars) seem to rank at the top and totally make sense.
Feb 14, 2019, 7:17 pm
#47
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
When I stayed at this property, they were very low occupancy with only a few cars in the parking lot, only myself in the lobby at check-in, and only a handful of tables busy at breakfast. But ... I was told they didn't have any upgrades available even though they have numerous suites.
Feb 14, 2019, 8:36 pm
#48
Join Date: Dec 2013
Posts: 38
OK. Clarifying a little:
I checked in online 24h before arrival and was definitely assigned a room - there was a card from the staff addressed to me by name welcoming me. I don't know if my colleague checked in online.
Talked to the FD during check-out. The reason I was given is that I reserved a double queen room and they didn't want to upgrade me to a single bed suite since I might have needed the two beds. OK, I guess that's legitimate, but they could have asked me. <shrug>
Just checked in to another CY for a one-night stay - no upgrade. They show a suite is available when I go to reserve a room for tonight at the same property.
I checked in online 24h before arrival and was definitely assigned a room - there was a card from the staff addressed to me by name welcoming me. I don't know if my colleague checked in online.
Talked to the FD during check-out. The reason I was given is that I reserved a double queen room and they didn't want to upgrade me to a single bed suite since I might have needed the two beds. OK, I guess that's legitimate, but they could have asked me. <shrug>
Just checked in to another CY for a one-night stay - no upgrade. They show a suite is available when I go to reserve a room for tonight at the same property.
I should add that when in Europe and the Middle East, I usually get an upgrade.
Last edited by SpartyAir; Feb 14, 2019 at 8:47 pm Reason: Add related information
Feb 14, 2019, 10:10 pm
#49
Join Date: Dec 2007
Location: SFO
Programs: UA 1MM, Marriott LTP, Hilton Gold, Hyatt Discoverist, Hertz PC
Posts: 1,002
I've been Platinum for 10 years (Titanium Ambassador this year) and have never received an upgrade at a CY. As a matter of fact, I have almost never had an upgrade at a US domestic Marriott branded property except for a certain SPG property I have frequented in recent years.
I should add that when in Europe and the Middle East, I usually get an upgrade.
I should add that when in Europe and the Middle East, I usually get an upgrade.
Feb 14, 2019, 11:20 pm
#50
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,616
Gold status for me. Been upgraded twice since the trainwreckmerger. First was a Springhill, got a larger room w/balcony, whereas most of the rooms at the property were smaller with small windows. Second was at a Sheraton Vistana. Booked the absolute cheapest, nastiest rate I could dig up ($124/nt) via Marriott.com. Got upgraded to a ~1200sq ft 2 bed, 2 bath, full condo w/washer/dryer and full kitchen, first floor, and they included breakfast.
Elsewhere, I've learned it pays to be nice to the FDAs and other staff. After awhile they'll remember you and take very good care of you, even squeaking out a last-minute room when every hotel in town and even that hotel is 100% booked and you don't even have status.
Elsewhere, I've learned it pays to be nice to the FDAs and other staff. After awhile they'll remember you and take very good care of you, even squeaking out a last-minute room when every hotel in town and even that hotel is 100% booked and you don't even have status.
Feb 14, 2019, 11:31 pm
#51
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
Can't agree with this more. I put thorugh between 50-80 nights a year at one hotel, and my suite upgrades are virtually guaranteed, despite me staying for a whole week and the anecdotally very large number of Plats who stay at this hotel. My upgrade strike rate at other Marriott / Starwood hotels, on the other hand, is very average.
Feb 15, 2019, 5:53 am
#52
Join Date: Feb 2013
Location: DCA
Posts: 7,769
I had a chance to experience this a few weeks ago as a Hilton "Gold in Status Only" (via my AmEx card, I've stayed 3 nights over the course of two years). Not only could I select the room I'd wanted on their app, but the digital key worked every time.
... that being said, I'm not sure if the "Pay now to upgrade your room" means they don't willingly hand out upgrades to elites, though.
... that being said, I'm not sure if the "Pay now to upgrade your room" means they don't willingly hand out upgrades to elites, though.
Re: paid upgrades, Hilton has always offered them through NOR1. Whether there is a correlation between hotels that push those and hotels who don't upgrade elites, not really sure. I feel like I've gotten ever so slightly more upgrades from MR/SPG than from Hilton, but in absolute terms Hilton has treated me very well with upgrades over the year, especially internationally.
Feb 15, 2019, 6:32 am
#53
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
...
Talked to the FD during check-out. The reason I was given is that I reserved a double queen room and they didn't want to upgrade me to a single bed suite since I might have needed the two beds. OK, I guess that's legitimate, but they could have asked me. <shrug>
Just checked in to another CY for a one-night stay - no upgrade. They show a suite is available when I go to reserve a room for tonight at the same property.
Talked to the FD during check-out. The reason I was given is that I reserved a double queen room and they didn't want to upgrade me to a single bed suite since I might have needed the two beds. OK, I guess that's legitimate, but they could have asked me. <shrug>
Just checked in to another CY for a one-night stay - no upgrade. They show a suite is available when I go to reserve a room for tonight at the same property.
Also, just because a suite/upgraded room is showing online does not mean it's part of the upgrade inventory or even actually available. Many properties post more inventory than they have betting on a proven track record of no-show and/or cancellations. Typically last-minute bookings cost a lot more and the property is happy to walk someone if they need too. Local agreements can make rooms elsewhere available for much cheaper than you will find on your own so they still make money off those walks.
Feb 15, 2019, 6:36 am
#54
Join Date: Feb 2010
Location: YUL
Programs: ✈ AC 1MM / S100K - SPG Lifetime Platinum = BONVoY Lifetime Titanium
Posts: 1,496
I'm a lifetime Titanium (and that's going to take some getting used to!). Just checked into a CY along with two co-workers. We are all staying one night. One co-worker, who is Gold, got upgraded to a suite.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Feb 15, 2019, 6:41 am
#55
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Feb 15, 2019, 6:41 am
#56
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,372
I know some FTer's have mentioned this SPG priority list but I have asked at several different legacy SPG properties. None were familiar with such a list so I'm skeptical it has been in use for quite a while. With the exception of a recent stay (W Union Square) where I have stayed three times in 2019, I have never been pre-upgraded to a suite at a legacy SPG property and it has always been a search on what's available at check-in and, in many cases a refusal to upgrade to vacant suites (most recently at the SLS BH where they wanted a $200 upcharge to a one bedroom suite).
Agreed and I think this is fair. For example, I know a couple of Marriott's that upgrade "regulars" to suites even though they aren't platinum or above. I don't have any issue of that ... my concern is properties that want upcharges or prefer to leave the suite vacant rather than give it to their best customers under the T&C of the program.
Agreed and I think this is fair. For example, I know a couple of Marriott's that upgrade "regulars" to suites even though they aren't platinum or above. I don't have any issue of that ... my concern is properties that want upcharges or prefer to leave the suite vacant rather than give it to their best customers under the T&C of the program.
Over the last decade or so, I've been preupraded to suites at Starwood hotels (mostly as a Plat50) many times. I can only recall one time that the preupgraded suite was withdrawn and I was given only some sort of deluxe room (IIRC one category above the standard room I booked) at check in. (It was the Scottsdale W for one night.)
Feb 15, 2019, 6:44 am
#57
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
I couldn't even begin to count all the pre-blocked suites I had at Starwood properties over the years...was SOP for me
Feb 16, 2019, 7:13 am
#58
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,268
Well ..,. it's been a year, but I wouldn't get too excited.
When I stayed at this property, they were very low occupancy with only a few cars in the parking lot, only myself in the lobby at check-in, and only a handful of tables busy at breakfast. But ... I was told they didn't have any upgrades available even though they have numerous suites.
When I stayed at this property, they were very low occupancy with only a few cars in the parking lot, only myself in the lobby at check-in, and only a handful of tables busy at breakfast. But ... I was told they didn't have any upgrades available even though they have numerous suites.
Feb 16, 2019, 8:02 am
#59
Join Date: Mar 2018
Location: England - UK
Posts: 512
Can't agree with this more. I put thorugh between 50-80 nights a year at one hotel, and my suite upgrades are virtually guaranteed, despite me staying for a whole week and the anecdotally very large number of Plats who stay at this hotel. My upgrade strike rate at other Marriott / Starwood hotels, on the other hand, is very average.
Feb 16, 2019, 12:20 pm
#60
Join Date: Feb 2010
Location: YUL
Programs: ✈ AC 1MM / S100K - SPG Lifetime Platinum = BONVoY Lifetime Titanium
Posts: 1,496
I've been SPG Lifetime plat since 2015. Waht status should I have with Bonvoy. Thx for your assistance.