flymonthly

I would correct him/her in this situation because s/he might actually feel bad that I was downgraded when I wasn't. And if they offered some tangible compensation for being downgraded would you accept it or correct them?

It's not a big deal if the FDA tells me I've been upgraded when I wasn't, but I would still correct them (with a smile). And if it's a stay where it would be nice to have a better room (such as when my wife is along), I'd ask if there was an actual upgrade available.

I've always appreciated it when someone let me know (kindly) that I was giving out incorrect information and I'd appreciate it even more if I were in a customer facing position.

controller1

It could be considered a learning opportunity for the clerk. Perhaps he/she should look closer at the history of the reservation instead of assuming a guest with a suite is automatically considered an upgrade.

farnorthtrader

Had this happen at a hilton. They told me that they had upgraded me so I would have lots of room for my family of 6, however, I booked, paid for, and stayed in the lowest level room that would fit my family of six! I actually asked of the larger suite was available (I would have paid the upgrade difference) and they said it was not, even though they were still selling it on their website, so apparently, honesty was not their strong suit!

EnvoyBoy

I'm in the boat with people who make the correction. As said further up the thread, the sternness of my correction will mirror the enthusiasm of their presumably kind upgrade.

Slightly off topic but related is when I don't get the club level room (never had this experience with a suite) I specifically booked and they tell me I'm not being downgraded because I had been upgraded in the first place. THAT was an interesting conversation that got elevated to a manager at one property. Forgive me for wanting the room for which I paid!

Dr. HFH

Yes, it could. But IMO at that point we're overstepping our bounds as guests. Constructing learning opportunities for employees is the responsibility of management.


So the nicer or more effusive they are about the upgrade the harsher you are?


Completely agree with you. Once they are downgrading you, you have a right to complain.

missxmelon

Where do learning opportunities arise in the hotel industry, if not from feedback from customers? In this scenario, how would management know to teach its employees to differentiate between a paid booking vs. a legitimate upgrade? The impetus would come from the customer (as demonstrated by this thread).

Providing feedback, which may or may not result in a learning opportunity, is not an overstepping of bounds.

Dr. HFH

You make a valid point; but if creating a learning opportunity is your goal, I would imagine that it's unlikely to be realized by correcting the FDC. A polite note to supervisor, manager or GM would be much more effective.

If making the experience a learning opportunity for the FDC is the goal and oyu want to do it in the spot with the FDC, you're going to have to get him/her to listen to you and not shut you off because of any perceived condescending attitude. I would imagine that these are much less likely to be effective ...... than this:

missxmelon

I don't think it's anyone's ultimate goal (in this thread at least) to create a learning opportunity. What was stated was:

Hence the last sentence of my previous post. I don't believe there's anything wrong with providing feedback that could result in a learning opportunity. It certainly does not overstep any boundaries.

I'm not sure how much value there is in guessing the merits of providing feedback directly to the FDC vs. supervisor / manager / GM vs. some or all of the above. Nor do I claim to know what would be more effective: a firm delivery or a smile and laissez-faire attitude.

My point is that it's certainly valid for guests to correct the FDC - and based on previous posts, for a variety of reasons. If you'd rather not correct the FDC, that's also fine. No one is saying you can't do that, either. I just don't understand why you'd completely discount correcting the FDC...

Dr. HFH

After reading what you said, I don't completely discount it. I see your point, and it's a valid one. For myself, I wouldn't/won't do it for the reasons I've mentioned upthread. For those who do, I see no benefit in putting other people down; so a "stern" or "firm" correction is unlikely to be effective, IMO. These aren't children; and we are neither their parents nor their teachers. Even when they make mistakes, as we all do, I believe that they should be treated with respect.

missxmelon

Agreed. People should definitely be treated with respect.

ZenWorld

Well, if someone books a suite and gets the same category suite, and the FD agent rattles off "upgrade blah-blah", it is a small mistake.

But how we react to it depends on the attitude of the FD agent.

If it is a snotty one and highlighted the upgrade with arrogance (and i should be oh-so-grateful for the "upgrade"), then perhaps I might feel obliged to correct that, in a more firm manner.

If the agent is warm and happy, I might respond with a smile, and said I actually book that, but if there is a possible upgrade over and above that, I would be grateful; if not, it is still nice to have such a good reception.

Hence, attitude is key here. But of course, it helps to pay attention to details as well.

Dr. HFH

Really? So you're only nice to others when they are nice to you? When FDC is arrogant, why not show by example that there's a better, more relaxing, more pleasant way to live?

born sleepy

Really? I have never seen anything about upgrades, even when I've received them at check-in, in the SPG app. Where might I find this?

lcpteck

If they pre-upgraded you before check-in they will change the room details in your reservation, you can see it online on the website or on the app.

ZenWorld

Ahs. Is there anyone that will say for certain that they will always react in nice and pleasant way when they were given nasty arrogant reception?

And perhaps you are assuming that I did not approach the front desk in a friendly manner? (I.e. I tried to be nice, but did not receive similar treatment? A firm reply is probably fair reaction.)

Also, replying in a firm manner does not mean it has to be unpleasant, or even unfriendly. It might be the best way to send the message across, and the agent might read the details of the reservation more carefully.. It also does not mean that the remainder of the conversation will be similar either.