Mrgolfer21

I've been reading some of these stories on here for some time, and while in the middle of a platinum challenge that I will have no problem reaching, it is definitely discouraging. My question to everybody is do you ever put additional notes in the reservation when making it online? I'm talking about the area where it states what time you will arrive and optional information. I realize this is probably the last place any front desk agent would look, but just curious if you put in there "platinum member, would prefer an upgraded suite upon check-in". Yes, i realize the upgrade is an amenity, and it should happen automatically, but it would be interesting to see if they even pay attention to that at all. Like, when you show up, before you even ask, they go "I see you requested an upgrade, but we are sold out of our suites tonight". Anybody want to test it out? It will take me another month to reach platinum, but i'll try it once I get there.

googe

Regrettably, I don't think you read the post. There was indeed clearly a standard suite available, despite the lies.

LovetoTravel83

Starwood needs to fix this problem. Up to when will platinums have to fight for a benefit?

And kudos to the OP for mentioning the hotel's name, some posters these days are too afraid to post the name.

JimLtravels

This situation is unfortunate. Maybe if/when they go with the four coupons a year for guaranteed suites, it may get addressed. ( Hint Hint SPG ) I believe Hyatt does this now. Its such a hassle to "fight" for an upgrade. Like other posters I have had similar experiences and don't like being the squeeky wheel. As a result, I usually go for Starwoods where there is a high probably of success, eg Westin Diplomat; LAX Sheraton etc. Much of my other business now goes elsewhere.

wilsonnyc

Agree with this last statement and I think your hypothesis with the "pre-assigned upgrades" is probably accurate. But there-in lies the problem with how I see the upgrades are handled. The FD tells you there are no standard suites available at check-in (aka, you weren't pre-assigned anything), but yet as soon as you check in, voila, standard suites are available online. As most here prob do, in those cases I will almost always go back down, point this out and 99% of the time i will be immediately moved to said suite.

I think what's needed is a little more transparency into the methodology of "pre-assignments" (if such methodology exists) and, if pre-assignments actually take place, standard suites should not be showing up on SPG.com. It just creates a lot of confusion for the end user (and the FD, i would imagine) and usually leads to uncomfortable conversations all around - and general inconvenience and annoyance for the person who just checked in.

heakja

Instead of arguing at check-in, checking for suites at the computer/phone when you get in your room, running down to front desk arguing again, simply send an email to customer service every time you have reason to suspect that your upgrade amenity is violated.

This is what Starwood Lurker has suggested over and over again in this forum, and probably the only way to make all hotels learn and follow the rules.

BlissWorld

Now Westin Portland and the other SPG hotels will use this thread for training purposes.

General manager, GM: "Everyone, conference room in 5"
...5 minutes have elapsed

GM: "It appears that someone has not been briefed about our Platinum upgrade policy."

Westin PDX agent: "Sir, I am so sorry, I know we value our Platinum Guests and I totally..."

GM: "Value? Are you kidding me? They are the worst pain in the (*^*&@"

GM: "Did I not CC you the memo I received from SPG Corporate?"

Westin PDX agent: "I don't believe so, sir"

GM: "Well, I'll forward it to you after our meeting, but let me tell all of you right now, no suite upgrades for any SPG members. We can't afford to waste our housekeeping resources to clean suites for freeloaders"

GM: "Just do what the memo from Corporate says. When one of those Platinums show up telling you spg.com shows suite inventory, simply tell them:

Sir/Madam, although there are currently suites available showing on spg.com at the moment, the suites are not available because they are not cleaned, ready for occupancy, the dog hasn't eaten your homework yet [insert your own creative excuse] and therefore the suite is not available for upgrade. Since SPG T&C states that you receive an upgrade at check in, and the suite is not available when you check in, the upgrade is not available. And no, you may not wait for the suite to be cleaned. No, you may not wait until it becomes available "

Westin PDX agent "Clever. "

GM: "And if they give you any more problems, refer them to this thread on flyertalk:

"Upgrade to Best Available Room at Check-in" Redefined "



Yup, that's how SPG rolls. @:-)

heakja

How much did you have to pay Wikileaks for that memo?

mahasamatman

Unless you work for the hotel, or have somehow appropriated confidential information, I can pretty much guarantee that even if you know which suites are standard suites (and this is not a given), you have no idea whatsoever which of those are included in the upgrade pool.

jakpot

So maybe the it was the management that burned down the Grand Mauritian yesterday to prevent me realizing my upgrade next week?

treznor

Sure we do, ALL standard suites are in the upgrade pool, it says so very clearly in the T&Cs of the program.

ma91pmh

LOL. Actually Grand Mauritian was our best upgrade of the year this summer, standard room to a huge two bedroom family suite. Was quite shocked to read about the fire! This hotel had decent Plat attention unlike pretty much everywhere I ever stay in the USA

CNWO4LIFE

Not sure about others, but my suite upgrade success is over 80% for the year. No complaints from me.

pyite

this really.

the only place i really haven't been upgraded since hitting plat is w new york, and they were sold out the weekend i was there.

i was upgraded to a marvelous flat in fll on a c&p stay, upgraded to an island luxury suite at the blue palace, upgraded to club level at westin astir palace, as well as several other in recent history.

i always have the iphone app ready to show the front desk, but truthfully i have never had to argue with someone about getting upgraded.

i will say this, i've never been upgraded when travelling for work.

holtju2

The property in question has very few suites. I have stayed there handful of times. Maybe OP should have stayed at the nearby Nines or at the Sheraton by the airport.