May 6, 2014, 7:08 am
Last edit by: beltway
Please use this thread to post failures or difficulties in securing Platinum upgrades, based on the published benefits of the Platinum level, which are :
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
"Upgrades to best available room at check-in, including Standard Suites"
qualified by
"Subject to availability at check-in for the entire length of the stay, provided the room was not booked through a pre-paid third-party channel.
Specialty Suites such as, but not limited to, premium view, Presidential, Honeymoon, and multiple bedroom suites are excluded. This benefit does not apply to all-suite hotels. Best rooms are identified by each property and may not include upgraded Towers level accommodations unless Towers level accommodations were booked originally.
The upgrade benefit is available for one room for the personal use of the Member only, regardless of the number of additional rooms purchased by the Member. This benefit is not offered at Aloft and Element properties"
For a detailed discussion of the Platinum upgrade benefit, see the wiki at I'm Platinum. Why didn't I get a complimentary suite upgrade? [Master thread].
Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which are excluded. So, if a Suite is available under the terms and qualifications of the benefit, but an upgrade is denied, and it is not absolutely clear that the Suite in question is not a "Standard Suite", then we should report that as a failure.
If you only manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Upgrade) were not honoured, then you may report this too.
You may also report instances where suites are showing as available online, but not actually available at the hotel, due to (apparent) differences in real-time availability online.
Please post in standard format :
Property :
Dates(s) :
Room booked :
Room received : (if different than above):
Award stay :: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.)
BRG stay : (yes/no)
SNA(s) requested : (yes/no)
Comments :
...and include in the comments, particularly, the 'non-Standard' Suite category that you failed to secure an upgrade to.
Post Your Platinum Upgrade Failures [2013 - onward]
Feb 17, 2013, 9:31 am
#46
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
I'm confused.....
Property: Westin Bangkok
Dates: Jan 7-8
Room booked: cheapest prepaid rate -30% off
Room received Suite
Award stay: No
BRG stay: (yes/no) ?
Comments: Check in at Club lounge, nice suite and good service,
Property: Le Meridien Chiang Rai
Dates: two 1 night stays in January 2013
Room booked: Deluxe Garden view
Room receivedGrand deluxe river view on highest floor
Award stay: points and cash
BRG stay: (yes/no) ?
Comments: free Breakfast for everyone in group
Property: Le Meridien Chiang Mai
Dates: two one nights stays in Jan 2013
Room booked: Deluxe room
Room received first stay, Club executive room, second stay Corner suite
Award stay: Yes cash and points
BRG stay: (yes/no) ?
Comments: good value, good location
Dates: Jan 7-8
Room booked: cheapest prepaid rate -30% off
Room received Suite
Award stay: No
BRG stay: (yes/no) ?
Comments: Check in at Club lounge, nice suite and good service,
Property: Le Meridien Chiang Rai
Dates: two 1 night stays in January 2013
Room booked: Deluxe Garden view
Room receivedGrand deluxe river view on highest floor
Award stay: points and cash
BRG stay: (yes/no) ?
Comments: free Breakfast for everyone in group
Property: Le Meridien Chiang Mai
Dates: two one nights stays in Jan 2013
Room booked: Deluxe room
Room received first stay, Club executive room, second stay Corner suite
Award stay: Yes cash and points
BRG stay: (yes/no) ?
Comments: good value, good location
Feb 17, 2013, 1:25 pm
#47
Original Poster
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
Don't waste your breath. We're going to get these threads consolidated. In the OP for the consolidated thread, I will introduce a chart to keep track of upgrades using the following categories: 0UP (no upgrade), 1UP (for any higher category rooms excl. suite), S1UP (for standard suites), and S2UP (for higher than standard suites). The chart is going to be broken down by regions and properties, and should hopefully be easy to read when I roll it out.
Feb 17, 2013, 2:48 pm
#48
Join Date: Feb 2013
Programs: Delta Gold, SPG Plat
Posts: 10
Property: W Atlanta Downtown
Date(s): 02/09 - 02/10
Room booked: Wonderful Room
Room received: Wonderful Room (higher floor)
Award stay: No
BRG stay: No
Comments:
Date(s): 02/09 - 02/10
Room booked: Wonderful Room
Room received: Wonderful Room (higher floor)
Award stay: No
BRG stay: No
Comments:
Feb 22, 2013, 2:05 pm
#49
Join Date: Jun 2001
Location: SEA
Programs: DL Plat, AS MVPG, Bonvoy Plat/LT Gold, HH Diamond
Posts: 1,263
Property: Westin Galleria (Houston)
Dates: 2/21 - 2/26
Room booked: Westin Workout
Room received: Traditional king
Award stay: No
BRG stay: No
SNA requested: No
Comments: my first platinum downgrade, a room adjoining the elevator to boot.
Dates: 2/21 - 2/26
Room booked: Westin Workout
Room received: Traditional king
Award stay: No
BRG stay: No
SNA requested: No
Comments: my first platinum downgrade, a room adjoining the elevator to boot.
Feb 22, 2013, 3:29 pm
#50
Join Date: Jul 2008
Programs: OW Sapp, SPG Plat, Hyatt Plat, Hilton Gold
Posts: 291
Property: Sheraton New York
Dates(s): 17-19 Jan 2013
Room booked: Traditional King
Room received : Superior King
Award stay: No
BRG stay: 17-18 Jan (Yes, BRG); 18-19 Jan (No, SET)
Comments: No early checked-in, room available by 4pm
Dates(s): 17-19 Jan 2013
Room booked: Traditional King
Room received : Superior King
Award stay: No
BRG stay: 17-18 Jan (Yes, BRG); 18-19 Jan (No, SET)
Comments: No early checked-in, room available by 4pm
Feb 23, 2013, 5:27 pm
#51
Join Date: May 2004
Location: WAS
Programs: UA 1K, Delta Gold, Marriott Lifetime Plat, Hyatt Globalist, IHG Spire/ Inner Circle
Posts: 53
Westin DC City Center tried to lie to us at check in, saying suites were fully committed when they were still available online. A tweet to @spg soon straightened things out, although the hotel still tried to give us the run around after being reprimanded. Thank you to @spg for making things right. It's too bad because I like this place, but the front desk staff should be retrained.
Feb 24, 2013, 1:00 pm
#52
Join Date: Jan 2013
Location: New York, NY
Programs: SPG Plat, CC Gold, HH Gold, QF Gold
Posts: 3
Property: W Atlanta Midtown
Date(s): 02/18 - 02/21
Room booked: Spectacular Room
Room received: Spectacular Room
Award stay: No
BRG stay: No
Comments: Was completely unimpressed with the lie of 'we've upgraded you to a spectacular room' - no, that's what I booked. 3 Plats checked in together, no suites between us yet they were still available to book several hours later.
Date(s): 02/18 - 02/21
Room booked: Spectacular Room
Room received: Spectacular Room
Award stay: No
BRG stay: No
Comments: Was completely unimpressed with the lie of 'we've upgraded you to a spectacular room' - no, that's what I booked. 3 Plats checked in together, no suites between us yet they were still available to book several hours later.
Feb 24, 2013, 8:11 pm
#53
Suspended
Join Date: Dec 2010
Posts: 1,161
Westin DC City Center tried to lie to us at check in, saying suites were fully committed when they were still available online. A tweet to @spg soon straightened things out, although the hotel still tried to give us the run around after being reprimanded. Thank you to @spg for making things right. It's too bad because I like this place, but the front desk staff should be retrained.
It's the higher ups who decided on a policy of not honoring the upgrades that need to be put on a leash. Training is not the issue. Bait and switch partial participation in these programs is, which is a conscious and fraudulent decision.
Feb 26, 2013, 1:18 am
#54
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016
Property: Sheraton Grande Sukhumvit
Date(s): 02/09 - 02/13
Room booked: Deluxe
Room received: Corner Grande Deluxe
Award stay: No
BRG stay: No
Comments: I also tried to use my suite night upgrades. Didnt work. They did upgrade and even moved two single beds into the room (usually these rooms only have kings).
Date(s): 02/09 - 02/13
Room booked: Deluxe
Room received: Corner Grande Deluxe
Award stay: No
BRG stay: No
Comments: I also tried to use my suite night upgrades. Didnt work. They did upgrade and even moved two single beds into the room (usually these rooms only have kings).
Feb 26, 2013, 7:36 am
#55
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
To be honest, this property doesn't have very many suites. The cool corner room is the platinum upgrade for this property.
Feb 26, 2013, 7:37 am
#56
Suspended
Join Date: Oct 2003
Location: New York, NY
Programs: Delta - Gold; Starwood - Platinum; HHonors - Diamond & Avis Preferred
Posts: 10,869
Property: W Atlanta Midtown
Date(s): 02/18 - 02/21
Room booked: Spectacular Room
Room received: Spectacular Room
Award stay: No
BRG stay: No
Comments: Was completely unimpressed with the lie of 'we've upgraded you to a spectacular room' - no, that's what I booked. 3 Plats checked in together, no suites between us yet they were still available to book several hours later.
Date(s): 02/18 - 02/21
Room booked: Spectacular Room
Room received: Spectacular Room
Award stay: No
BRG stay: No
Comments: Was completely unimpressed with the lie of 'we've upgraded you to a spectacular room' - no, that's what I booked. 3 Plats checked in together, no suites between us yet they were still available to book several hours later.
Feb 27, 2013, 5:13 am
#57
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016
Don't waste your breath. We're going to get these threads consolidated. In the OP for the consolidated thread, I will introduce a chart to keep track of upgrades using the following categories: 0UP (no upgrade), 1UP (for any higher category rooms excl. suite), S1UP (for standard suites), and S2UP (for higher than standard suites). The chart is going to be broken down by regions and properties, and should hopefully be easy to read when I roll it out.
Feb 27, 2013, 5:34 am
#58
Original Poster
Join Date: Jan 2008
Location: JFK, DCA, BUR, YVR
Programs: AC, AS, BA, DL, HH (D), MR (T/LTP), UA (*S), UScAAre (PLT/1,87MM), WN
Posts: 5,207
I'm not doing percentages at this time because the data is not meaningful. I may start this at year's end. I'm 60% done w/ the data. I should be finished this weekend.
Feb 28, 2013, 4:47 am
#59
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016
Property: Le Meridien Khao Lak
Date(s): 02/27 - 3/4
Room booked: Deluxe Pool View Room
Room received: Deluxe Pool View Room - with no pool view!
Award stay: Yes (28,000 points for 5 nights)
BRG stay: No
Comments: No suites avail, given same room as booked. And to top it off given a room without a pool view! What I got was a room overlooking the back of the pool shack that holds the towels. Epic fail. Also, website shows suites avail starting 3rd night of my stay, but rep didnt offer to keep an eye out (other properties have offered to moved me mid-stay). I will say deluxe rooms are large and nice, but I'd expect they would treat a Platinum Ambassodor better than this.
Date(s): 02/27 - 3/4
Room booked: Deluxe Pool View Room
Room received: Deluxe Pool View Room - with no pool view!
Award stay: Yes (28,000 points for 5 nights)
BRG stay: No
Comments: No suites avail, given same room as booked. And to top it off given a room without a pool view! What I got was a room overlooking the back of the pool shack that holds the towels. Epic fail. Also, website shows suites avail starting 3rd night of my stay, but rep didnt offer to keep an eye out (other properties have offered to moved me mid-stay). I will say deluxe rooms are large and nice, but I'd expect they would treat a Platinum Ambassodor better than this.
Feb 28, 2013, 4:50 am
#60
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016
Wow, 4pm? That's shocking. That hotel usually treats me really nice. And we can't even blame it on all the soon to be Delta Gold members who are staying in their rooms til 4pm.