troytos

deleted

gengar

No, this is absolutely wrong. There is no excuse for checking-in a guest and then forcing the guest to move mid-stay, and in this case, it was completely the fault of the hotel. Compensation should be proactively offered in these types of situations. It is not a goodwill gesture.

I understand you are trying very hard to defend the property in question, but you are off base on this.

CIT85

As I said, you did not read the comment properly. The OP said the VP Marketing was staying at that hotel was the corporate guest of a 4 star hotel, not the hotel in question. 2 different hotels. We don't know what hotel is being discussed, and what is the hotel star rating.

Yes, I would not expect the Sultan of Brunei to stay at anything but the best, considering his wealth.

travelswithmyself

The last time I was asked to move out of my upgraded suite, the Director of Rooms came to look for me at breakfast, explained the situation, and upgraded me to the Presidential Suite for the rest of my stay.

While I did not extend the stay like the OP, I think this is the correct way for any hotel to do this. Besides, the OP has already stated he got an identical connecting room, just on a lower floor.

Another hotel allowed a guest to extend in a suite that had been "allocated" to me at my request prior to arrival. I didn't fuss because pre-allocations are just that, not confirmations. They screwed up elsewhere and eventually gave me a tonne of points to make up for everything. That's how you should deal with situations like this.

Are you really implying that the OP has to bend over backwards because he was being done a favour by being upgraded...? How about if they upgrade someone at 4pm checkin then a revenue guest comes in at 6pm and wants to pay for a suite? The upgraded guest should pack up and move?

Dr. HFH

troytos, as you've undoubtedly figured out by now, you've created a bit of a credibility problem for yourself here. In your first post, you didn't mention that you had extended your stay. Then you added more detail as we went along. Then you raised racism as a possibility. One cannot help but wonder if the person who "told" you to move was really as rude/harsh as you depicted here.

One more question, -- When you extended your stay, did you tell them how many additional nights you needed? Did you stay (or try to stay) beyond that estimate?

MSPeconomist

The extension of the stay makes a big difference IMO. Still, the hotel apparently made a mistake in telling the OP that he/she could stay in the same room for the entire extension and normally one would expect some sort of apology gesture for this.

Note that some hotels, especially at the luxury level, will confirm particular rooms in writing in advance, typically for repeat guests at the property. In other cases, there might be very few rooms that would meet a guest's requirements, such as connecting rooms with particular bedding types, handicapped feastures, special views, etc.

username

First, the Asian part. You think after the Dr. Dao incident, any one in the travel industry would dare to mess with us

Full disclosure on the extension and room type up front would have helped. As others have said, now we have a credibility issue, even before you disclosed your race

troytos

Deleted

Canada101

It wasn't mid-stay. It was a result of an extension. As I explained in a previous post, the OP asked to remain in their upgraded room (a junior suite). Perhaps on the day the extension was requested, there were no other junior suites available. We will never know. So the associate kept the OP in their upgraded room as a courtesy for the OP. Clearly, the associate should have checked the particular room's assignment well into the future to see if other guest's requirements overlapped with the OP's extension request. The associate clearly erred and should apologize for the error.

The request was made for the OP to move and the move was being accommodated in another upgraded junior suite which the OP did not pay for. He now says he used SNA's for the original reservation (again -- the facts keep getting convoluted) but SNA's were unlikely used for the extension. [Edit: the OP is now changing the story again and now admitting this was not a normal "extension" but rather the product of "back-to-back" reservations].

Ultimately, yes, the hotel erred. Was it a major error? Perhaps. Should compensation be offered, I don't believe we have the full story here particularly with the omissions in the OP's initial post and the lack of clarity as to why the room change was being requested. Given my personal experience with this property and the OP's lack of transparency until challenged, I have chosen deliberately and intentionally to err on the side of the property. But I don't believe the OP has been forthcoming in the re-telling of the facts and ultimately, whether or not compensation is warranted depends on those facts.

Again -- there are far too many gaps in the OP's story to determine whether compensation is warranted. The OP has thrown all sorts of accusations at the property including a veiled threat that racism was an issue. It's frankly a bizarre situation. Knowing this property - if they truly erred and there was an issue, compensation would be the absolute first thing they would offer -- to hear it the way it is being told by the OP, I hate to say it but it sounds more like a desperate attempt to get something for some perceived slight than it is a real issue of poor service.

Canada101

Oh brother -- I think you're really digging yourself into a deeper hole here.

1. Your initial post omitted the extension and now you're admitting it wasn't an extension but a set of "back-to-back" reservations?

2. You used SNAs for your original reservation and were confirmed prior to arrival into a junior suite but then wanted to remain in your upgraded room without the use of SNAs for a back-to-back reservation you made in advance? Did you make back-to-back reservations because you did not have enough SNAs to cover the full stay? When did you make the second reservation in your back-to-back reservations? Was it in the middle of your original stay or prior to your original stay starting?

3. You now admit that there was some type of group block for the room you were in and that was shared with you at the time you were checked-out/checked-in? Frankly, it probably meant that a group was arriving at some point with the requirement that everyone be accommodated on the same floor (A family reunion? A school trip with chaperones and students requiring proximity to one another? So many possibilities).

4. Even with all this, the property decided to keep you in an upgraded room (without requiring the use of SNA credits) and when they asked/told you to move, they kept you in the same upgraded room type.

5. This has happened to you before at a Hilton? Hmmm. Fishy. I can tell you that in almost 1,000 nights at SPG properties and several hundred nights at Marriotts/Hiltons/Fairmonts/Intercontinentals, I've not once been asked to switch rooms mid-stay when it didn't involve an extension.

I would probably stop adding and subtracting elements to your story. Your credibility is sorely lacking.

Finally, despite being a SPG Plat Ambassador guest, not once have I received anything more than an upgrade to a Club Floor room at the Sheraton Omaha (so my defense of this property is not based on some outsized upgrade in the past). I never complained or whined about not receiving a suite. In fact, my only reaction was to say thank you as the Club Floor rooms are certainly a welcome upgrade.

gengar

Complete nonsense - the OP was asked to move mid-stay. As even you acknowledge, the time to tell the OP that he has to move is at the time he asked for an extension. It's not even as if the FD called the OP back 10 minutes later to say they make a mistake; it was the following day. That's mid-stay any way that you can possibly reasonably and rationally look at it.

The extension aspect of OP's story is only relevant insofar as we care about the culpability of the property, i.e., in order to better ascertain how egregious the mistakes were. Stay extensions are commonplace in the hotel world, and compensation is certainly due guests who are victims of this sort of error - and not just as a goodwill gesture.

troytos

Deleted

Canada101

Unfortunately, you and I will just have to agree to disagree. The OP's original stay was uninterrupted. It was only on the second part of two back-to-back bookings where the move was requested. Yes, it occurred after the OP was checked back into their original room and yes, it was an error which required an apology. Compensation? That depends on what actually happened and we are obviously not getting anywhere near the facts here.

Dr. HFH

You need to be straight with us. First, you said that you were asked to move mid-stay. No mention of anything else, just a regular stay. Then you told us that you had requested an extension which was approved. Now you tell us that it wasn't really an extension, it was really back-to-back reservations.

Did you tell the hotel when you checked in the first time that you had back-to-back rezzies? (And, if so, why didn't you tell us?) Sometimes the FD staff aren't aware or don't catch it. Did you ask to have a single room for your entire stay (both reservations) when you first checked in for the first rezzie? Or did you ask partway through your first stay?

IMO the story has changed too many times for it to be sufficiently reliable. Can't wait to find out what the next relevant fact to be revealed is!

troytos

Deleted