No, I checked in on the app then called not even asking for an upgrade, I just wanted to know if the room we had booked was large enough, she said it was but that she would check to see if their Suite was open which she then said was and upgraded us. She specifically said the room was upgraded, and it even showed the new suite online and on the app.

Yes, I called the hotel directly. I think I may have said this in my original post, but I hadn't actually called to get an upgrade. We as a family had decided to all go drop my brother off at college, instead of just three of us going as originally was planned. So the only reason I even called was to see if the room was large enough for 6 people, or if they would even allow it. They said that they would, and she then brought it up saying once I checked in she could see if there were any upgrades open. I said I had checked in on the app at the 30 hr mark, which she then said ok and found a 2 bedroom suite open and said I was upgraded. Which showed online, and later showed on the app when I checked that. I just think it is embarrassing to go up to the front desk with people behind you and you have to figure out why you were downgraded when the rep over the phone had sure made it sound final. If she had said something like 'Ok, I upgraded you. But it isn't guaranteed till you arrive." then i'd have nothing to complain about.

People will say all kinds of things, as I'm sure you're aware.

It's the fact that it showed on the app and website that tells me some kind of action was taken. The app shows the room you have, not some phantom possible upgrade room. Someone DID something to get you upgraded, and then took it back later.

Regardless of the finer points of the upgrade policy, it seems to me you had vanishing proof of an upgrade. If you would have taken a screen shot of the upgraded room, I think it would have put the hotel in a difficult position, but of course most of us don't expect to have to do that.

And certainly a room can be taken away from you at any time, even while you are occupying it. But in your situation, I would expect at least an apology about the situation the hotel caused by faking your upgrade.

IME, all it takes is a shift change, a guest to walk in with a special request and an accommodating FD clerk and poof, there goes your upgrade, special room or specific room number that was promised. For whatever reason, someone standing at the desk is going to get more accommodation than those who arrange over the phone or arrive later unless the phone agent takes extraordinary steps to mark the record as in **DO NOT MOVE**. Not right, but its the way of world.

For years, I used to stay weeks at a time in a certain hotel and desired a specific (ordinary) room and got friendly with the rooms controller to make that happen. The GM said he was going to put a plaque on the door with my name on it.

OT, but related�

In 1995, my condo was destroyed from leaking water. The insurance company put us up at the then hotel Nikko. After a couple weeks, we had to change rooms because Kenny Rogers had reserved the entire floor. Later, we read stories about why Kenny Rogers reserved the entire floor. Yuck!

And even that does not always work. On several occasions when I have checked in the clerk told me the room was marked that way, gave me the key and there turned out to be somebody else in the room. off the top of my head, the Greensboro Airport FS comes to mind as a hotel where this happened.

Yikes! I guess whomever can code keys can trump all...