Pa Kettle

That's not what post #322 says though.

Pa Kettle

So, you've sent the Lurkers your reservation confirmation number so they can clear the way for you, right?

Moindardt

Out of interest, where do you see you were upgraded early?

khabah

Check your reservation details on your phone's/device's SPG app or on the Starwood website. If you've been upgraded, you'll see the new room details under the reservation page.

khabah

supatight80

When I stayed there early this month, Supervisor named Jose spoke with me. Said that vast majority of times, they'll upgrade Plats to suites if availability permits. Since they have a lot of suites used as upgraded rooms, and only a limited number of car service, It's very difficult for them to guarantee (not to mention costly) complimentary airport transfers.

I do understand his point. I'd rather have a suite upgrade than push for a free ride instead of not getting both. Anyways, they did offer complimentary airport transfer using BMW 7, loaned from Le Meridien.

Btw cost would have been 150AED, so not that expensive.

khabah

The transport deal seems to be a recurring issue with this hotel and is honestly a matter of consistency. Some guests get it with no questions asked, others ask for it and get it free and others ask for it and are informed they have to pay for it because they were upgraded.

The Lurkers themselves have acknowledged that this issue has been repeatedly raised with the hotel and that guests are entitled to whatever benefits are included in a room as part of our upgrades; in this case, as the suites include a complimentary airport transfer, then we are supposed to receive a complimentary airport transfer. I understand if the hotels are busy, but if they fail to deliver on whatever detail they set, then they need to reevaluate.

That being said, I love this hotel and would always prefer a suite upgrade, but the record needs to be set straight here. The devil truly is in the details.

khabah

Moindardt

All mine say complex reservation. Haven't seen anything under there since they made the changes last year. Is there something I haven't done right?

khabah

If you're on a phone/tablet, open the SPG app, access the reservation and tap on "Room Features" [I'm on an iPhone]; the details of the room should be under there and if the room is different than the one you booked, boom - upgrade.

Hope that helps!

khabah

RZR

I received the ride and it was swiped from my account after SPG headquarters contacted the property directly to have the charges of 380 AED removed. On day 2 of my stay , the hotel manager called me and explained that i should have to pay for it etc etc etc because i was upgraded , and the he decided to waive the fee in this instance. I told him not to make it sound like he was doing me a favor " IT's IN THE Terms and conditions" ! i told him.

SPG needs to get this clarified. I don't care if I have a lift paid for or not , taxi is inexpensive anyway [30 /35.00 USD ]

I just want clarity !!

Land-of-Miles

You are not entitled to the upgrade until you turn up at the property so an arrival transfer seems unreasonable to expect. Even if pre-upgraded things could in theory change on the day of arrival.

I can see the departure transfer being a bit more of an issue but really to nickel and dime a property that in my experience treats platinum guests exceptionally well is not a smart strategy I think and reflects badly upon all of us Plats.

RZR

They should then simply indicate this in the room description.

We are not "nickel and diming" the property! We are asking that what is listed in the room description is honored! And we are entitled to what is in the room description, regardless of how we get the room.

It's not about getting airport transfer , specifically, It's about receiving "anything and everything" that we are entitled to in a room type description.

If they don;t want to offer airport transfers, the simply remove it from room description.

As mention before , I simply want clarity !

Having clarity will help everyone...... hotel guests , SPG corporate , and the property.

Epicura

^

Couldn't agree more. Upgrade is processed at check in. You can not expect to get perks directly related to an upgraded room before check in.

The BMW 7 ride is a nice perk which is the very reason I ALWAYS book at least a premier room. If you definitely want the complimentary transfer, then just pay for the appropriate room.

IMHO: the way this thread is going - the property will end up removing suites from the complimentary upgrade pool. Knock your selves out !

Land-of-Miles

You aren't entitled to anything in a room description until you have a room, you don't have a room until you check in and thus any benefits cannot start to be reasonably delivered until you have checked in this is just obvious and fully consistent with the policy.

The Grosvenor House is a 2 Tower property. All tower 2 hotel rooms include Level 5 lounge access. Tower 1 rooms do not come with inclusive lounge access. The property does not typically upgrade to Tower 2 from Tower 1. The rates that come with inclusive transfers (bar one room type it appears, which does not confer lounge access) are for rooms in Tower 2.

It would be perfectly possible for this property to treat Tower 2 as a "Towers level" and not allow any upgrades from Tower 1 to Tower 2 nor give Level 5 access to Tower 1 guests. Be very careful what you wish for.

Starwood Lurker

I offered to help do this earlier in the thread, but you never sent me your confirmation number and the names of the people you were in communication with. Without this information, I am not able to pass the issue on to the SPG Hotel Coordinators, but it is not too late to get clarity for everyone going forward if you will send it now.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

RZR

I did reach out to corporate and they in turn contacted the property.

Lom you are not correct when you say your're not entitled to anything until you have the room. Upgrades are processed ahead of time many times. They are not always only done at check-in