ramalama8

I see where you're coming from, but the way that SPG has worded the platinum benefits, they create the expectation that if an upgradeable suite is available, it will be given. If reality is as you state above, SPG needs to reword it's policy to include the expectation of being able to sell the room. But of course, that would drive people away in droves which is why they don't.

You bring up the customer's expectations. As a consultant, a large portion of my job is managing expectations, as I imagine might be the case in many industries. Seems SPG could use some of those consulting skills...

taipeiflyer

ramalama8- i think you have misread me... i am in full agreement with what you are advocating. if an upgradeable suite is available, IT SHOULD BE GIVEN!!! not some nebulous world where, "oh, we might sell the room." that is just more BS on top of the BS they are already feeding us. spg used to be the best- they have fallen hard. eventually, like singapore air, they will learn that p**sing off their best customers will come back to bite them hard.

ramalama8

Ah, gotcha. Glad to see we agree. And you're exactly right - angering your best customers (especially those that post on travel boards) in order to save on cleaning (the only reason I can think of to leave a suite empty while denying plat upgrades) is penny wise pound foolish.

tommy777

How do you define "your best customers?".

JFKSFOLAX_friend

I do know that it is commonplace for hotels to leave rooms empty and dirty if guests depart late.

I just left the Blue Palace and the second-in-charge told me that if guests check out after 4 PM, housekeeping is already gone and the room is left until the next day. I was asking why I wasn't upgraded and he told me that perhaps the room wasn't clean....and then we got into a whole discussion on the matter.

allset2travel

Yes.
No, I don't think so (I did not take a tally).

chrisdeaner

Hopefully moving this thread back on topic, I had a great stay here last week with my fiancee. Booked a last minute FWN for Friday night (thanks to the ambassador line for making that happen!), arrived and was put in a nice deluxe room on the top floor (unfortunately not a corner room but not a big deal). Both of the Front Desk Agents were busy (one with other guests, one on the phone) when we arrived and had to wait a few minutes to check-in which really wasn't a big deal. However the Agent who checked us in offered us a round of drinks on her before we left for the evening for the inconvenience which was totally unnecessary but a nice touch reminding us why we love the St. Regis so much. Otherwise our stay was great, loved the amenities and the bed as always. One suggestion for food, check out Town Hall up on Howard/Fremont (easy ~3 block walk). Excellent Southern inspired food (get the Fried Okra and the Ribs).

JFKSFOLAX_friend

The property's failure to live up to the SPG rules isn't "on topic?"

crazywudsl

Currently here for the weekend, and the front desk definitely was interested in upgrading to the minimal upgrade possible even if other non-suite and suite rooms are available. Got complete runaround, as was upgrade to the minimal room class higher, then after inquiring was preassigned into premium king 2 class higher(room being cleaned), then upon check-in down graded back to deluxe room. While standing at the desk, another platinum guest checked in and was told "due to your platinum status you've been upgraded to a suite". Was told that the customer paid for the suite when inquiring about their embarrassing situation. Paid for their complimentary upgrade?, I would only assume they paid for a higher class room to begin with. Then again, while I expect they were relatively busy, they were still selling all sorts of suites online and were clearing out their oracle conference that morning so I'd expect a bunch of availability.

Not quite the st. Regis experience expected while on a long Sheraton, Sheraton, W, W, St Regis west coast family trip. Anyways, the room is large and in decent condition. They have small bottles of remede branded toiletry, tiniest embarrassingly small tv in bathroom vanity area, nice beds, decent shower and tub for kids. Housekeeping has been outstanding, hear firetrucks loud each night, great bedding and bed, nice and efficient bellman and valet. Pool was very clean and heated to normal temperatures though I prefer warmer. Great location.

W San Francisco was much friendlier at checkin with crayons and coloring book, milk and cookies sent up, cool corner room upgrade. While the st Regis room is larger and more luxurious the overall vibe has been unremarkable and the W room was a tad more interesting with local flavor touches such has foot massager, paintings, sculptures, etc.

araknis

Was the other customer a 30 something Asian guy? If so, that's my friend and he did pay for a confirmed upgrade a few days beforehand.

ratnasam

Paid reasonably priced "upsell" upgrades to suites are available to Platinums in advance or upon check-in.

JFKSFOLAX_friend

Ok, I'll bite. What is "reasonably?"

ratnasam

Upsells vary from $50-$150 per night or you can use points. Available for Astor Suites and Metropolitan Suites. Can only be arranged with the hotel directly.

JFKSFOLAX_friend

I am sure the hotel is hoping for upsells when it fails to upgrade Platinum members to the "best available room at check-in, including select suites." Clearly it is against the rules, but I assume this is (part of) their strategy.

crazywudsl

White guy not Asian, there was no paid upgrade at the point of check-in or most likely beforehand as it was complimentary upgrade at time of check-in. The paid upgrade thing was most likely just a BS answer to get out of the situation. Was given many different answers and while some may make partial sense or be possible, it is highly likely they just tried to keep the upgrade minimal instead of according to policy to the fullest extent. They even downgraded me late at night at the actual check-in after the earlier preassigned higher below suite room category agreed to at the counter when rooms weren't yet ready.