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Starwood do not publish which of the various categories of Suites at each hotel are 'Standard', and which are not, so we don't know which Suites are in the 'Upgrade Pool', and which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]
May 24, 2013, 2:08 pm
#121
Join Date: May 2004
Location: Toronto
Programs: SPG LT Plat, Hilton G,Priorty Club G, AC E
Posts: 2,979
4 Points YYZ airport.
Booked room w/ 2 twins...exactly what I got.
It was one night so no big deal, but the hotel (judging by bar/lobby and resto at b'fast) was not full.
It was one night so no big deal, but the hotel (judging by bar/lobby and resto at b'fast) was not full.
May 24, 2013, 3:22 pm
#122
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,790
Property: Sheraton Hua Hin Resort and Spa
Date(s): May 2013
Room booked: Garden view room
Room received: Garden view room
Award stay: No
BRG stay: Yes
Comments: No upgrades but, personally, i dont mind not getting upgrade here because the suite itself was nothing special than the standard room, except the size.
Anyway, the hotel completely sold out. So, no complain.
Date(s): May 2013
Room booked: Garden view room
Room received: Garden view room
Award stay: No
BRG stay: Yes
Comments: No upgrades but, personally, i dont mind not getting upgrade here because the suite itself was nothing special than the standard room, except the size.
Anyway, the hotel completely sold out. So, no complain.
May 24, 2013, 10:14 pm
#123
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,234
There was no availability on spg.com. So i didnt ask nothing. And they didnt offer anything else better than garden view room too.
The hotel was at full occupancy. Many locals came here because it was a long weekend.
The hotel was at full occupancy. Many locals came here because it was a long weekend.
May 26, 2013, 5:12 am
#124
Join Date: Sep 2012
Posts: 1,748
Hotel: Le Meridien Kuala Lumpur
Dates(s): May 2013
Room booked: Deluxe Non-Smoking
Room received: Deluxe Non-Smoking
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: This is a semi-failure/success. Being a local holiday weekend, the hotel was busy. In fact, acc to FD they were overbooked for suites - definitely not available online. However, I had been pre-upgraded 3 weeks in advance for a suite and still was on arrival. What they couldn't give me, was a non-smoking suite. They did their best to clean it but as you probably know nothing but nothing gets the smell out. They were supposed to give me a non-smoking one the next day but they were still full. We opted to downgrade to a deluxe room the next day.
Dates(s): May 2013
Room booked: Deluxe Non-Smoking
Room received: Deluxe Non-Smoking
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: This is a semi-failure/success. Being a local holiday weekend, the hotel was busy. In fact, acc to FD they were overbooked for suites - definitely not available online. However, I had been pre-upgraded 3 weeks in advance for a suite and still was on arrival. What they couldn't give me, was a non-smoking suite. They did their best to clean it but as you probably know nothing but nothing gets the smell out. They were supposed to give me a non-smoking one the next day but they were still full. We opted to downgrade to a deluxe room the next day.
May 29, 2013, 3:39 am
#125
Join Date: Sep 2012
Location: Minneapolis
Programs: ual(1K), dl(plat), spg(plat), swa, hh, Hyatt(diamond)
Posts: 205
Hotel: Tremont Chicago
Dates(s): May 2013
Room booked: King Non-Smoking
Room received: KingNon-Smoking
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: Asked Allison for a room on 15 or 16, she said not available. I find it hard to believe, but was in a rush and wasn't hung up on needing one of the nicer rooms for a brief overnight stay. They have been most generous prior.
Dates(s): May 2013
Room booked: King Non-Smoking
Room received: KingNon-Smoking
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: Asked Allison for a room on 15 or 16, she said not available. I find it hard to believe, but was in a rush and wasn't hung up on needing one of the nicer rooms for a brief overnight stay. They have been most generous prior.
Jun 10, 2013, 8:34 pm
#126
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,687
Property: sheraton philadelphia downtown hotel....
Dates(s): 9th-10th june....
Room booked: traditional king bed....
Room received (if different than above): traditional king bed....
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no....
BRG stay: (yes/no) yes....
Comments: no upgrade....not even to a club room but i did get club access & they made it up by delivering fruit, cheese & crackers to my room....
Dates(s): 9th-10th june....
Room booked: traditional king bed....
Room received (if different than above): traditional king bed....
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no....
BRG stay: (yes/no) yes....
Comments: no upgrade....not even to a club room but i did get club access & they made it up by delivering fruit, cheese & crackers to my room....
Jun 14, 2013, 3:48 am
#127
Join Date: Jun 2011
Location: Switzerland
Programs: Bonvoy LT Gold, IHG Gold, BAEC Silver, TP Silver
Posts: 1,495
Hotel: Sheraton Miyako Tokyo
Dates(s): June 6-9 2013
Room booked: Standard King
Room received: Standard King
Award stay: Yes
BRG stay: No
SNA(s) requested: Yes
Comments: SNA request failed and no Plat upgrade either. Basically, nothing... but still had a nice stay there.
Dates(s): June 6-9 2013
Room booked: Standard King
Room received: Standard King
Award stay: Yes
BRG stay: No
SNA(s) requested: Yes
Comments: SNA request failed and no Plat upgrade either. Basically, nothing... but still had a nice stay there.
Jun 16, 2013, 11:34 pm
#128
Join Date: Mar 2010
Location: Chicago, IL
Programs: UA 1K 3MM , Marriott Amb, Hyatt D, HH D, Hertz PC
Posts: 851
Hotel: Sheraton San Diego Hotel and Marina
Dates: 6/15-6/18
Room Booked: Deluxe Marina Tower King
Room Received: Deluxe Marina Tower King
Award Stay: No
BRG Stay: No
SNA Requested: No
Comments: Pleasant Sheraton with nautical theme and nice Club Level.
Dates: 6/15-6/18
Room Booked: Deluxe Marina Tower King
Room Received: Deluxe Marina Tower King
Award Stay: No
BRG Stay: No
SNA Requested: No
Comments: Pleasant Sheraton with nautical theme and nice Club Level.
Jun 27, 2013, 11:39 pm
#129
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
Hotel: Westin Grand Munich
Dates: 6/26-6/27
Room Booked: Deluxe Non-Smoking
Room Received: Deluxe Non-Smoking
Award Stay: No
BRG Stay: Yes
SNA Requested: No
Comments: No standard suites were available, but several other suites were available as were club rooms.
Hotel: Sheraton Munich Westpark
Dates: 6/27-6/28
Room Booked: Executive Non-Smoking
Room Received: Executive Non-Smoking
Award Stay: No
BRG Stay: Yes
SNA Requested: No
Comments: No suites were available online, but several club rooms were.
Dates: 6/26-6/27
Room Booked: Deluxe Non-Smoking
Room Received: Deluxe Non-Smoking
Award Stay: No
BRG Stay: Yes
SNA Requested: No
Comments: No standard suites were available, but several other suites were available as were club rooms.
Hotel: Sheraton Munich Westpark
Dates: 6/27-6/28
Room Booked: Executive Non-Smoking
Room Received: Executive Non-Smoking
Award Stay: No
BRG Stay: Yes
SNA Requested: No
Comments: No suites were available online, but several club rooms were.
Jun 28, 2013, 9:45 am
#130
Join Date: Jul 2012
Location: NY
Programs: SPG Plat(100), Hyatt Diamond, Marriott Plat, Hilton Gold, IHG Gold, Avis First, United Gold
Posts: 93
Property: sheraton philadelphia downtown hotel....
Dates(s): 9th-10th june....
Room booked: traditional king bed....
Room received (if different than above): traditional king bed....
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no....
BRG stay: (yes/no) yes....
Comments: no upgrade....not even to a club room but i did get club access & they made it up by delivering fruit, cheese & crackers to my room....
Dates(s): 9th-10th june....
Room booked: traditional king bed....
Room received (if different than above): traditional king bed....
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no....
BRG stay: (yes/no) yes....
Comments: no upgrade....not even to a club room but i did get club access & they made it up by delivering fruit, cheese & crackers to my room....
Jun 28, 2013, 11:50 am
#131
Join Date: May 2012
Location: DFW
Programs: Marriott (Titanium); National (Exec); Hilton (Gold)
Posts: 175
Hotel: Sheraton Baltimore Inner Harbor
Dates: May 2013
Room Booked: Double Twin Room
Room Received: AS BOOKED
Award Stay: No
BRG Stay: No
SNA Requested: No
Comments: Booked morning of the stay. Was not placed on Club Floor but given club privileges. Asked for upgrade but told hotel was full. Hotel was fully booked as checked by the mobile app so no complaints.
Dates: May 2013
Room Booked: Double Twin Room
Room Received: AS BOOKED
Award Stay: No
BRG Stay: No
SNA Requested: No
Comments: Booked morning of the stay. Was not placed on Club Floor but given club privileges. Asked for upgrade but told hotel was full. Hotel was fully booked as checked by the mobile app so no complaints.
Jun 28, 2013, 12:28 pm
#132
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,687
i normally stay the the le méridien when in philly but the price difference was too much for this trip....the le méridien was for $276 & the sheraton for $102 on a brg....
Jul 4, 2013, 6:07 am
#133
Join Date: Jun 2001
Location: SEA
Programs: DL Plat, AS MVPG, Bonvoy Plat/LT Gold, HH Diamond
Posts: 1,266
Hotel: Sheraton Houston North (IAH)
Dates: July 3
Room Booked: Traditional King
Room Received: Traditional King
Award Stay: No
BRG Stay: No
SNA Requested: No
Junior suites available on spg.com.
Dates: July 3
Room Booked: Traditional King
Room Received: Traditional King
Award Stay: No
BRG Stay: No
SNA Requested: No
Junior suites available on spg.com.
Jul 6, 2013, 11:49 pm
#134
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,105
Hotel: Westin Sydney
Dates: July 7-9
Room Booked: Superior King
Room Received: King on club floor
Award Stay: No
BRG Stay: No
SNA Requested: Yes
Suites were available at the beginning of the SNA window that seemed to fit my specifications with regards to the suites I requested with the SNA, but they did not go through. Deluxe suite available on 7/7 and Executive Suites available on 7/7 and 7/8 per spg.com, but not able to book one suite on the website for both nights.
Dates: July 7-9
Room Booked: Superior King
Room Received: King on club floor
Award Stay: No
BRG Stay: No
SNA Requested: Yes
Suites were available at the beginning of the SNA window that seemed to fit my specifications with regards to the suites I requested with the SNA, but they did not go through. Deluxe suite available on 7/7 and Executive Suites available on 7/7 and 7/8 per spg.com, but not able to book one suite on the website for both nights.
Jul 8, 2013, 10:48 am
#135
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
Property: Westin New York Grand Central
Dates(s): 28 June - 1 July
Room booked: Traditional
Room received (if different than above): Traditional
Award stay: no
BRG stay: no
SNA(s) requested: yes
Comments: SNA denied.
Dates(s): 28 June - 1 July
Room booked: Traditional
Room received (if different than above): Traditional
Award stay: no
BRG stay: no
SNA(s) requested: yes
Comments: SNA denied.