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Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which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]
Apr 15, 2013, 10:05 am
#91
Join Date: May 2012
Location: SNA, LAX, PHL, NYC
Programs: AA Executive Platinum, Marriott Bonvoy Titanium
Posts: 663
Apr 15, 2013, 10:31 am
#92
Join Date: Feb 2011
Location: Tokyo, Japan
Programs: StarAlliance (UA 1K), PriorityClub (Plat), SPG (Plat), OneWorld (AA), SkyTeam (KLM), Marriott (Gold)
Posts: 97
Property: Sheraton Hiroshima
Dates(s): April 13-14
Room booked: Deluxe King Bed
Room received (if different than above): Deluxe King Bed
Award stay: No
BRG stay: No
SNA(s) requested: No
Asked about upgrade at checkin and was told that I had been upgraded to the club floor. Does that really count as an upgrade? It is still the same room as the one I booked.
I asked about suites and was told: 'We only have 5 suites and they are sold out'. When I went to my room I checked online and 2 suites were available. They were gone by 6 pm though.
I wonder if they were holding them back in the hope of selling them or for higher status guests.
Dates(s): April 13-14
Room booked: Deluxe King Bed
Room received (if different than above): Deluxe King Bed
Award stay: No
BRG stay: No
SNA(s) requested: No
Asked about upgrade at checkin and was told that I had been upgraded to the club floor. Does that really count as an upgrade? It is still the same room as the one I booked.
I asked about suites and was told: 'We only have 5 suites and they are sold out'. When I went to my room I checked online and 2 suites were available. They were gone by 6 pm though.
I wonder if they were holding them back in the hope of selling them or for higher status guests.
Apr 15, 2013, 5:42 pm
#93
Join Date: Jan 2013
Programs: SPG Plat, DL PM, AA Plat, Hyatt Plat
Posts: 59
Property: W Paris Opera
Dates(s): April 3-5
Room booked: "Wonderful"
Room received (if different than above): not-so- "Wonderful"
Award stay: 1 night (30k points). The other night was a paid night.
BRG stay: No
SNA(s) requested: No
Gotta say, I was pretty disappointed to not even get a bump up to a "Superior" room, not even asking for a suite. I looked on the website while checking in and there was plenty of availability for deluxe rooms as well as for suites. I did specifically ask if an upgrade was available and was told no twice, I'm usually not one to care when I'm traveling alone/for biz but this was my first time to Paris on vacation with my bf. Not only that but the room was so incredibly small, the shower was next to the bed with no real "bathroom" to create any privacy at all, the sink and mirror were right out in the open next to the bed as well.
Dates(s): April 3-5
Room booked: "Wonderful"
Room received (if different than above): not-so- "Wonderful"
Award stay: 1 night (30k points). The other night was a paid night.
BRG stay: No
SNA(s) requested: No
Gotta say, I was pretty disappointed to not even get a bump up to a "Superior" room, not even asking for a suite. I looked on the website while checking in and there was plenty of availability for deluxe rooms as well as for suites. I did specifically ask if an upgrade was available and was told no twice, I'm usually not one to care when I'm traveling alone/for biz but this was my first time to Paris on vacation with my bf. Not only that but the room was so incredibly small, the shower was next to the bed with no real "bathroom" to create any privacy at all, the sink and mirror were right out in the open next to the bed as well.
Apr 15, 2013, 6:20 pm
#94
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Property: W Paris Opera
Dates(s): April 3-5
Room booked: "Wonderful"
Room received (if different than above): not-so- "Wonderful"
Award stay: 1 night (30k points). The other night was a paid night.
BRG stay: No
SNA(s) requested: No
Gotta say, I was pretty disappointed to not even get a bump up to a "Superior" room, not even asking for a suite. I looked on the website while checking in and there was plenty of availability for deluxe rooms as well as for suites. I did specifically ask if an upgrade was available and was told no twice, I'm usually not one to care when I'm traveling alone/for biz but this was my first time to Paris on vacation with my bf. Not only that but the room was so incredibly small, the shower was next to the bed with no real "bathroom" to create any privacy at all, the sink and mirror were right out in the open next to the bed as well.
Dates(s): April 3-5
Room booked: "Wonderful"
Room received (if different than above): not-so- "Wonderful"
Award stay: 1 night (30k points). The other night was a paid night.
BRG stay: No
SNA(s) requested: No
Gotta say, I was pretty disappointed to not even get a bump up to a "Superior" room, not even asking for a suite. I looked on the website while checking in and there was plenty of availability for deluxe rooms as well as for suites. I did specifically ask if an upgrade was available and was told no twice, I'm usually not one to care when I'm traveling alone/for biz but this was my first time to Paris on vacation with my bf. Not only that but the room was so incredibly small, the shower was next to the bed with no real "bathroom" to create any privacy at all, the sink and mirror were right out in the open next to the bed as well.
Apr 17, 2013, 4:55 am
#95
Join Date: Oct 2009
Location: YVR
Programs: AC*SE MM, Marriott Titanium, National Executive
Posts: 1,586
I got this letter when I checked into the Sheraton New Delhi.
Apparently, platinum benefit there is only a one category upgrade?
Apparently, platinum benefit there is only a one category upgrade?
Last edited by Oxon Flyer; Apr 18, 2013 at 11:21 am Reason: Resize monster-sized image
Apr 17, 2013, 4:59 am
#96
Join Date: Dec 2004
Location: UK
Programs: Bonvoy Gold, AA Plat, Volare Premier, VS Silver, National Emerald Elite, Hertz President Circle
Posts: 2,526
They do not apply Platinum benefits and very happy to say they are not doing so, apparently.
Apr 17, 2013, 11:36 am
#97
Join Date: Jul 2005
Location: MIA
Programs: AAdvantage EXP, HH Diamond, Marriott Plat, Hertz PC, Delta PM, SPG Gold
Posts: 1,031
I checked into a Sheraton tonight, 1 night using points. Asked FD associate if a suite was available, she said no because of a few weddings. Went to club floor room and saw online that at least three types of suites were available for sale. Went back downstairs and asked to speak to the supe, who told me that a club floor was all the upgrade provided. I pointed out the suites online, she mentioned they did have suites available and could move me over, which I declined. Was most upset about being lied to, she said the associate is in "training" (although she checked me in 2 months ago). This is the second time in row the same thing has happened at this property. Supe promised it won't happen again (again). She gave me a small number of points in compensation.
Sheraton Orlando North
Apr 18, 2013, 9:50 am
#98
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Management thought to set the proper expectations for an available upgrade with the language they used in their welcome letter; however, they will be changing it to reflect actual policy going forward.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 18, 2013, 11:20 am
#99
Join Date: May 2012
Programs: SPG Plat
Posts: 792
The letter also states that the check out is till 4pm ON AVAILABILITY. Is it a resort or conference hotel? If no, then I believe that the 4pm late check-out is guaranteed? Maybe they would want to change the wording to reflect the actual EXPECTATIONS and policy? This is certainly not meant to set proper expectations as the 4pm check-out must be given regardless of how full/overbooked the hotel is, am I right?
Apr 18, 2013, 12:03 pm
#100
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
The letter also states that the check out is till 4pm ON AVAILABILITY. Is it a resort or conference hotel? If no, then I believe that the 4pm late check-out is guaranteed? Maybe they would want to change the wording to reflect the actual EXPECTATIONS and policy? This is certainly not meant to set proper expectations as the 4pm check-out must be given regardless of how full/overbooked the hotel is, am I right?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 18, 2013, 12:07 pm
#101
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,034
Apr 18, 2013, 12:19 pm
#102
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 18, 2013, 3:17 pm
#103
Join Date: May 2012
Programs: SPG Plat
Posts: 792
The letter also states that the check out is till 4pm ON AVAILABILITY. Is it a resort or conference hotel? If no, then I believe that the 4pm late check-out is guaranteed? Maybe they would want to change the wording to reflect the actual EXPECTATIONS and policy? This is certainly not meant to set proper expectations as the 4pm check-out must be given regardless of how full/overbooked the hotel is, am I right?
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
nobody really makes a fuss about the 4pm check out until it is denied. easily overlooked. I've probably used that benefit once in 50 stays myself.
Apr 18, 2013, 11:28 pm
#104
Join Date: Oct 2009
Location: YVR
Programs: AC*SE MM, Marriott Titanium, National Executive
Posts: 1,586
Sorry for the large picture. I have been on the road all week and did not post it properly.
I did not get a suite at 2 different stays at this property this week.
They also seem to have issues with Starwood and ITC talking to each other. I made a reservation an hour before I showed up on the SPG app and they couldn't find it, took half an hour to sort it out and they said it was because it is owned by ITC and it takes time for SPG reservations to show up.
For the record, I have been denied 4 pm check out once or twice, this week I was told no but that I could leave 3:30 so I didn't care much anyway.
I was also advised by LM New Delhi that I could not extend my stay an extra day (I requested 2 days in advance), not sure how this work with the guaranteed availability.
I did not get a suite at 2 different stays at this property this week.
They also seem to have issues with Starwood and ITC talking to each other. I made a reservation an hour before I showed up on the SPG app and they couldn't find it, took half an hour to sort it out and they said it was because it is owned by ITC and it takes time for SPG reservations to show up.
For the record, I have been denied 4 pm check out once or twice, this week I was told no but that I could leave 3:30 so I didn't care much anyway.
I was also advised by LM New Delhi that I could not extend my stay an extra day (I requested 2 days in advance), not sure how this work with the guaranteed availability.
Apr 19, 2013, 1:35 am
#105
Join Date: May 2012
Programs: SPG Plat
Posts: 792
Post Your Platinum Upgrade Failures [2013 - onward]
you should let them know the 4pm checkout is guaranteed. maybe the Lurkers should alert someone about this too?