fakeman

First of all, I'm just GOLD, most of the time I get an upgrade which they claim it to be "one level up". So now I have a question in my mind: For example I am looking at the list of room: Deluxe, Deluxe Corner, Club, Corner Suite, for Club/Corner Suite as long as you pay for it there will be club lounge benefit no matter your membership status. I'm curious that, if I book Deluxe Corner, and if upgrade exists (e.g. put me to Club room), do you think "club lounge benefit" will be available as well? Or may be they will never give any upgrade in such situation? (I know this won't be easy question as I can see most FTers here are Platinum )

Starwood Lurker

Gold members are supposed to get enhanced room upgrades, subject to availability at check-in, based upon the room originally booked. This means if you book deluxe, you're supposed to get deluxe, but perhaps a more favorable deluxe such as on a high floor, newly renovated, with a view, etc.

If a property decides they want to go above and beyond and give you an upgrade in category of room type, then you would be due any and all amenities that are mentioned in any guest-facing information associated with that room type. In other words, if the room description says you get club access, then you get club access regardless of whether it was given as a complimentary room upgrade.

Hope that helps.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

HRSPGPutnik

Dear William,

that is not true. Last week I was at Sheraton Roma Hotel & Conference Center. I got the upgrade to Club Room (I am Gold) and an explanation that upgrade for Gold Guests exclude Club lounge access. The lady at front desk said, that they can give Club access only to Platinum guests (although in the Iphone application was stated that the room which I was assigned to includes Club access).

Starwood Lurker

Just because they said it didn't come with Club access doesn't mean my statement is not true. If you'd like to be sure they don't do this to someone else, send me the details.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

ExpatSomchai

It is a bit of a bummer when you hear............you have been upgraded to one of our Club rooms then.......................but no lounge access

gojko88

I really, really wish I knew this a week ago while staying at the Westin Warsaw. I got upgraded to Executive Floor, but with no lounge access. I somehow presumed that asking for lounge access would have come across as rude and overentitled.

mahasamatman

As long as you know your rights, you shouldn't have to worry about it. Many FDCs are MOLA and you can get it fixed by escalating to the appropriate level.

(MOLA is an acronym is from the United forum, meaning Mistaken Or Lying Agent. It's almost always simply poor training, but there are a few may actually know better.)

lcpteck

That's why it's good to find out as much as possible about your loyalty program.

So you won't be in the the dark and know exactly what your benefits are as an Elite member.

This question was asked before and I hope we can sticky some of those FAQ threads.

HRSPGPutnik

Thank you William. I sent you details via e-mail.

changey2

usually you'll get a room type upgrade but won't get a suite

whimike

This is surprising to me as well as I didn't realize that was the case.

At the Grosvenor House in Dubai, when upgraded as a Platinum to a suite, the room description states transfers to/from the airport are included. I recall several people on the forum stating that the hotel wasn't honoring the transfers, and I never bothered to even ask for them while at the hotel. Nor would I have wanted to, I appreciate the suite upgrade and wouldn't have expected them to incur the expense of the transfers unless I paid for the suite.

nongsom

Same as my brother(Gold)
He was upgrade to the room type that include Breakfast internet and evening drink on SPG.com and FD agent tell me only room not include other benefits.

MSPeconomist

Personally, I would be very happy to enjoy the suite upgrade and not expect or request the airport transfer unless it were offered, and even then accept it with guilt or think about declining. OTOH, I would insist on lounge access but that's just me and based on my perception of the cost to the hotel of providing the additional amenities. [My attitude about the more significant perks would be different if I had negotiated a paid confirmed upgrade in advance, using either points or money.]

kodansha999

happened to me too at Sheraton Hua Hin Thailand.
Got upgraded to Lagoon Access Room prior to check in,the app stated it comes with Club Lounge access but was denied when I was physically at the hotel.

I noticed the wording has now changed on their website as "Lagoon Access Rooms are available with or without Club Lounge access."

HRSPGPutnik

Has something changed with this rule? It happend to me again. I was upgraded from regular suite to club suite, but access to the club was denied to me.