Lied About Availability?
Jul 3, 2019 | 10:16 pm
#1
Original Poster
Join Date: Jan 2006
Location: MKE
Programs: HiltonHHonors Silver; SPG Gold; Midwest Airlines
Posts: 171
Lied About Availability?
I am arriving to a property tomorrow and did online check in. Via the app I asked if a balcony upgrade would be available. The agent replied that all the balcony rooms have sold out. However, I clearly see that as of now they can still be booked.
I would accept a response about waiting until I arrive to confirm availability, or just that they cant upgrade to any level, be being blatantly lied to? That bothers me.
What would you do?
I would accept a response about waiting until I arrive to confirm availability, or just that they cant upgrade to any level, be being blatantly lied to? That bothers me.
What would you do?
Jul 3, 2019 | 10:19 pm
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott, IHG, Hyatt something
Posts: 34,505
I am arriving to a property tomorrow and did online check in. Via the app I asked if a balcony upgrade would be available. The agent replied that all the balcony rooms have sold out. However, I clearly see that as of now they can still be booked.
I would accept a response about waiting until I arrive to confirm availability, or just that they can’t upgrade to any level, be being blatantly lied to? That bothers me.
What would you do?
I would accept a response about waiting until I arrive to confirm availability, or just that they can’t upgrade to any level, be being blatantly lied to? That bothers me.
What would you do?
Some staff probably get very tired of being asked about upgrades. Some may be busy, and just say no without checking.
Jul 3, 2019 | 10:32 pm
#3
Join Date: Feb 2008
Location: In the air
Programs: Finnair Platinum, Bonvoy LT Plat, GHA Tit, Turkish Elite
Posts: 9,173
The situation may be a bit more complicated than first appears. For a start, Marriott can show room availability even when that particular room is not available, and that was before the current issue some properties are facing of Marriott adding phantom rooms to the inventory. On top of that, even if a room were for sale perhaps it was already blocked for a different elite member and the agent didnt want to have to go through all the explanation with you.
Or theyre just lying to you. Who knows. I would recommend against making accusations of lying until you have evidence though.
Or theyre just lying to you. Who knows. I would recommend against making accusations of lying until you have evidence though.
Jul 3, 2019 | 10:42 pm
#4
Original Poster
Join Date: Jan 2006
Location: MKE
Programs: HiltonHHonors Silver; SPG Gold; Midwest Airlines
Posts: 171
Jul 4, 2019 | 7:08 am
#5
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, AS MVP Gold, MR LTT, HH Dia, IHG Dia, Amex Plat
Posts: 37,395
Jul 4, 2019 | 7:12 am
#6
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott, IHG, Hyatt something
Posts: 34,505
Jul 4, 2019 | 4:02 pm
#8
Suspended
Join Date: Nov 1999
Posts: 24,150
I find that calling or emailing and asking and noting "if available" helps and I will add if Id be willing to checkin later in order to get one, but since 95% of my stays are 1 nighters its not something that would bother me if I get what I reserved, unless lets say therrs a to die for view from certain rooms and floors
that said unless Im a very frequent stayer at that hotel, I fully understand any hotel not wanting to give anything away that they maybe able to get a few $s for before they have to, and fully believe in 'if I must have a certain room' then I should book and pay for that room rather then roll the dice where I just might crap-out and be left with what I booked
Jul 5, 2019 | 2:34 am
#10
Moderator: The British Airways Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 17,383
Just to confirm, under the new Bonvoy regime, how do Elite upgrades work if youre checking in online the day before, like the OP ?
Are they subject to availability on the day you check in, or the day you arrive ?
Are they subject to availability on the day you check in, or the day you arrive ?
Jul 5, 2019 | 3:42 am
#11
Join Date: Jan 2017
Programs: IHG - spire amb, Marriot - tit, Radisson - plat, Hilton - gold, Accor -gold, GHA - plat
Posts: 287
All depends on the hotel. Good hotels have dedicated people for room allocation/upgrades. I frequently see room category change even before mobile check-in.Online checkin should make no difference.