Suite upgrades... are they in the process of drying up?
Dec 11, 2017, 9:35 am
#1
Original Poster
Join Date: May 2006
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Suite upgrades... are they in the process of drying up?
As the subject suggests, I've just completed my 97th night as Ambassador, and currently on an extremely long dry spell when it comes to suite upgrades, the kind that is automatically extended to guests without asking.. just wondering if this is becoming the norm for SPG or if i'm just unlucky, lol.
Ever since late August I've completed more than 20 nights at 12 properties spanning from Singapore, Malaysia, Thailand, China, Japan, Korea to Hawaii, California and Nevada with vast majority of hotels Sheraton or Le Meridiens. None of which is considered peak season either. Even though I never ask for upgrades, I always check on the app if "club" type rooms let alone suites are available, and they were definitely available all the time. Most places offered "enhanced" rooms (Gold entitlement). All places with the exception of japan offered "club" type rooms.
Japan was the most disappointing where 2 properties gave me non-enhanced "non-renovated" room everything was essentially available when I searched (at check in)... although when I submitted a complaint on a front desk agent for literally chewing me out, they addressed the "non-renovated" room issue (probably just saying just to say it, really). One of the LM's in Thailand was also weird, because after I checked in, I sat at tables near front desk and saw/heard two plats after me get upgraded lol.
Also, for ambassadors out there, have you noticed a big difference in hotel/property treatment? I just finished 97 nights, and don't think anymore business travel left for the year and still contemplating whether to "book and walk" a $80 room to re-qualify for AMB level.
Anyways, hope this is not taken as a rant but maybe a data point.. no real "hard feelings" but can't help to think something is up given my unlucky streak...
Ever since late August I've completed more than 20 nights at 12 properties spanning from Singapore, Malaysia, Thailand, China, Japan, Korea to Hawaii, California and Nevada with vast majority of hotels Sheraton or Le Meridiens. None of which is considered peak season either. Even though I never ask for upgrades, I always check on the app if "club" type rooms let alone suites are available, and they were definitely available all the time. Most places offered "enhanced" rooms (Gold entitlement). All places with the exception of japan offered "club" type rooms.
Japan was the most disappointing where 2 properties gave me non-enhanced "non-renovated" room everything was essentially available when I searched (at check in)... although when I submitted a complaint on a front desk agent for literally chewing me out, they addressed the "non-renovated" room issue (probably just saying just to say it, really). One of the LM's in Thailand was also weird, because after I checked in, I sat at tables near front desk and saw/heard two plats after me get upgraded lol.
Also, for ambassadors out there, have you noticed a big difference in hotel/property treatment? I just finished 97 nights, and don't think anymore business travel left for the year and still contemplating whether to "book and walk" a $80 room to re-qualify for AMB level.
Anyways, hope this is not taken as a rant but maybe a data point.. no real "hard feelings" but can't help to think something is up given my unlucky streak...
Dec 11, 2017, 10:17 am
#2
Join Date: Nov 2008
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They are not as automatic as they should be or used to be! You need to 'request' what you want these days or make sure your Ambassador is doing it for you! Goodwill has almost vanished from the program now from most hotels side so you need to be prepared to question them and make them give you what you actually are entitled to. This clearly does not apply to all hotels and if you stay at properties frequently you often find they can be excellent but this has less to do with Platinum Status and more to do with being a frequent guest of that hotel!
Dec 11, 2017, 4:13 pm
#3
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I’ve said it before and I’ll say it again: suite upgrades will always be rarest at hotels with low proportions of suites (like Sheraton and Le Meriden, as well as Westin, not to mention Four Points and Element/Aloft). That’s almost always going to be true, except in the rare instance when there is a higher proportion of suites overall!
The brands with the highest proportion of suites are those in the luxury segments that cost more, where customers are most likely to SPEND for suites: St Regis, Luxury Collection, and W. I’m sure there are occasional Tribute Portfolio, Le Méridien, and Westin hotels among them, but not usually. These more luxury huger spending/higher cost hotels are also where suite upgrades are goin to be most likely, all other things being equal.
I’ve experienced AMAZING suite upgrades for all the years I’ve been a Plat100 Ambassador Guest. I’d say this past year and last have been incredible. As I stated in the hotel loyalty thread, here are just some of my upgrades in the past few years:
The brands with the highest proportion of suites are those in the luxury segments that cost more, where customers are most likely to SPEND for suites: St Regis, Luxury Collection, and W. I’m sure there are occasional Tribute Portfolio, Le Méridien, and Westin hotels among them, but not usually. These more luxury huger spending/higher cost hotels are also where suite upgrades are goin to be most likely, all other things being equal.
I’ve experienced AMAZING suite upgrades for all the years I’ve been a Plat100 Ambassador Guest. I’d say this past year and last have been incredible. As I stated in the hotel loyalty thread, here are just some of my upgrades in the past few years:
As an SPG Platinum 100 Ambassador level guest, I've been able to enjoy a massive number of exceptional suite upgrades, even on mostly award stays, at some of the best and most aspirational hotels in the world. I've also enjoyed particularly good seravice at most SPG hotels at which I stay, even at those brands that aren't as known for offering particularly high level service.
I find it extremely useful to qualify for the Ambassador level service...and then continue staying with SPG hotels, especially whenever at SPG luxury level hotels like St Regis, Luxury Collection, and sometimes W, to enjoy the amazing Ambassador benefits. I see good recognition for my status at Le Meridien, Westin, and Sheraton, but they rarely treat me as well as the luxury level hotels--understandably!
My most recent examples:
St Regis San Francisco--heading in another week for 3 night paid entry level room stay, already upgraded to Metropolitan Suite (no SNA), allowed to bring 110 lb dog despite 35 lb weight limit
St Regis Houston--Dec 2017 just returned from 3 night paid entry level room stay, upgraded to Astor Suite (no SNA), allowed to take Plat breakfast with room service, called by name by valets and some front desk staff. truly wonderful service
St Regis San Francisco--Nov 2017 for 2 night paid entry level stay, upgraded to Metropolitan Suite (no SNA)
Prince de Galles Paris--Oct 2017 for 4 night award stay for husband's bday, upgraded to Makassar Suite (SNA), provided exemplary service for us and bday party guests
Hotel Imperial Vienna--Oct 2017 for 3 night paid and award stays with mother, upgraded to Imperial Suite (SNA), mother upgraded to Elisabeth Suite, VIP piano concert comp'd tickets, truly outstanding service
St Regis Rome--Oct 2017 for 4 night award stay in junior suite, shown excellent service
St Regis Bahia Beach Puerto Rico--Feb 2017 for 3 night paid stay, upgraded to St Regis Suite (no SNA), comp'd Plat breakfast for room service
The Nines Portland--Aug 2017 for 1 night for paid stay, upgrade to the Nines Suite (no SNA), best in hotel suite
SLS Beverly Hills--June 2017 for 1 night for paid stay, upgraded to suite (no SNA), given f&b credit after disappointment with suite, unbelievable service, allowed to bring 110 lb dog despite 35 lb weight limit
St Regis San Francisco--Oct-Dec 2016 multiple paid stays and 1 award stay, always upgraded to Astor or Metropolitan Suites (no SNA), Aman like service and treatment
Excelsior Gallia Milan--Oct 2016 for 3 nights award stay, upgraded to Atelier Suite (no SNA)
Gritti Palace Venice--Oct 2016 for 4 night award stay, upgraded to Sestiere Suite (well above SNA), given comp'd Riva Excursion, truly world class Aman like service and treatment
St Regis Bora Bora--May 2016 for 6 night paid 3rd party stay, upgraded to Royal Overwater Villa (no SNA), given personal butler for entire stay, allowed f&B credit for unused 1 night non-refundable stay missed due to canceled flight saving me $2000, truly amazing service and treatment
St Regis Punta Mita--Nov 2015 for 5 night award stay, upgraded to deluxe suite (no SNA), amazing service and treatment
SPG obviously has been extremely good to us. We are very loyal to SPG and SPG is very loyal to us. We also occasionally have stayed at other top luxury hotels when appropriate (Amanbagh, Taj Umaid Bhawan Palace Jodphur, The Lodhi Delhi, Oberoi Udaivilas, Amangiri, etc), usually when the SPG luxury option isn't available or isn't comparably luxurious, so we have a very good perspective on what top luxury and extraordinary service really mean.
For 2018 we have coming up:
St Regis Punta Mita--Jan 2018 for 5 nights in villa for my birthday, combo of points and paid upgrade
St Regis New York--Mar 2018 for 2 nights paid, SNA applied
St Regis Atlanta--Mar 2018 for 2 nights paid
Prince Gallery Tokyo Kioicho--May 2018 for 3 nights award stay, SNAs applied
Suiran Kyoto--May 2018 for 5 nights award stay, comp upgrade to Premier Room already confirmed
St Regis Osaka--May 2018 for 3 nights award stay, SNAs applied
(also Ritz Carlton Kyoto for 2 nights)
I find it extremely useful to qualify for the Ambassador level service...and then continue staying with SPG hotels, especially whenever at SPG luxury level hotels like St Regis, Luxury Collection, and sometimes W, to enjoy the amazing Ambassador benefits. I see good recognition for my status at Le Meridien, Westin, and Sheraton, but they rarely treat me as well as the luxury level hotels--understandably!
My most recent examples:
St Regis San Francisco--heading in another week for 3 night paid entry level room stay, already upgraded to Metropolitan Suite (no SNA), allowed to bring 110 lb dog despite 35 lb weight limit
St Regis Houston--Dec 2017 just returned from 3 night paid entry level room stay, upgraded to Astor Suite (no SNA), allowed to take Plat breakfast with room service, called by name by valets and some front desk staff. truly wonderful service
St Regis San Francisco--Nov 2017 for 2 night paid entry level stay, upgraded to Metropolitan Suite (no SNA)
Prince de Galles Paris--Oct 2017 for 4 night award stay for husband's bday, upgraded to Makassar Suite (SNA), provided exemplary service for us and bday party guests
Hotel Imperial Vienna--Oct 2017 for 3 night paid and award stays with mother, upgraded to Imperial Suite (SNA), mother upgraded to Elisabeth Suite, VIP piano concert comp'd tickets, truly outstanding service
St Regis Rome--Oct 2017 for 4 night award stay in junior suite, shown excellent service
St Regis Bahia Beach Puerto Rico--Feb 2017 for 3 night paid stay, upgraded to St Regis Suite (no SNA), comp'd Plat breakfast for room service
The Nines Portland--Aug 2017 for 1 night for paid stay, upgrade to the Nines Suite (no SNA), best in hotel suite
SLS Beverly Hills--June 2017 for 1 night for paid stay, upgraded to suite (no SNA), given f&b credit after disappointment with suite, unbelievable service, allowed to bring 110 lb dog despite 35 lb weight limit
St Regis San Francisco--Oct-Dec 2016 multiple paid stays and 1 award stay, always upgraded to Astor or Metropolitan Suites (no SNA), Aman like service and treatment
Excelsior Gallia Milan--Oct 2016 for 3 nights award stay, upgraded to Atelier Suite (no SNA)
Gritti Palace Venice--Oct 2016 for 4 night award stay, upgraded to Sestiere Suite (well above SNA), given comp'd Riva Excursion, truly world class Aman like service and treatment
St Regis Bora Bora--May 2016 for 6 night paid 3rd party stay, upgraded to Royal Overwater Villa (no SNA), given personal butler for entire stay, allowed f&B credit for unused 1 night non-refundable stay missed due to canceled flight saving me $2000, truly amazing service and treatment
St Regis Punta Mita--Nov 2015 for 5 night award stay, upgraded to deluxe suite (no SNA), amazing service and treatment
SPG obviously has been extremely good to us. We are very loyal to SPG and SPG is very loyal to us. We also occasionally have stayed at other top luxury hotels when appropriate (Amanbagh, Taj Umaid Bhawan Palace Jodphur, The Lodhi Delhi, Oberoi Udaivilas, Amangiri, etc), usually when the SPG luxury option isn't available or isn't comparably luxurious, so we have a very good perspective on what top luxury and extraordinary service really mean.
For 2018 we have coming up:
St Regis Punta Mita--Jan 2018 for 5 nights in villa for my birthday, combo of points and paid upgrade
St Regis New York--Mar 2018 for 2 nights paid, SNA applied
St Regis Atlanta--Mar 2018 for 2 nights paid
Prince Gallery Tokyo Kioicho--May 2018 for 3 nights award stay, SNAs applied
Suiran Kyoto--May 2018 for 5 nights award stay, comp upgrade to Premier Room already confirmed
St Regis Osaka--May 2018 for 3 nights award stay, SNAs applied
(also Ritz Carlton Kyoto for 2 nights)
Dec 11, 2017, 4:26 pm
#4
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Dec 11, 2017, 5:22 pm
#5
Join Date: Apr 2003
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I'm also not having great luck lately on the SPG side. Obviously, I don't begrudge a property selling a suite but a lot of the seem to be expecting that someone might just magically appear at 8 or 9 at night and purchase those suites. In my last two SPG stays (W Scottsdale and Westin PVR), there were clearly several upgraded rooms and suites available for booking on the app but the desk kept repeating not available (although the W Scottsdale did attempt to move me from a pool view room I had booked to a parking lot view ...)
Dec 11, 2017, 5:33 pm
#6
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I'm also not having great luck lately on the SPG side. Obviously, I don't begrudge a property selling a suite but a lot of the seem to be expecting that someone might just magically appear at 8 or 9 at night and purchase those suites. In my last two SPG stays (W Scottsdale and Westin PVR), there were clearly several upgraded rooms and suites available for booking on the app but the desk kept repeating not available (although the W Scottsdale did attempt to move me from a pool view room I had booked to a parking lot view ...)
You will find that SPG.com does not necessarily reflect the availability of suite upgrades based on the standard suite pool from which upgrades come. You therefore can’t fully rely on SPG.com to be sure that there are “standard suites” available as you might think otherwise. Though if there are upgradeable rooms and not suites, those should always be available (as long as they are available for the full length of your stay).
Dec 11, 2017, 5:57 pm
#7
Join Date: Apr 2003
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Hopefully, this is seen as constructive!
You will find that SPG.com does not necessarily reflect the availability of suite upgrades based on the standard suite pool from which upgrades come. You therefore can’t fully rely on SPG.com to be sure that there are “standard suites” available as you might think otherwise. Though if there are upgradeable rooms and not suites, those should always be available (as long as they are available for the full length of your stay).
I agree the distinction between standard suites and suites is important. Sometimes the properties seem to call larger corner rooms suites as well. Of course, there are a couple of SPG properties I stay at regularly (W West LA, W Miami Brickell, SLS LA) who go beyond the standard suite in terms of upgrades.
That being said, in the cases I referenced there were clearly better rooms and what appeared to be both better rooms and the lowest level suites available for booking when I checked in, and, in the case of the W Scottsdale when I followed back up at the desk.
YTD -- I have 100 nights at Marriott properties and 30 at SPG properties. On the SPG side, I'm around 35-40 percent on the upgrade rate. I'm also around 35-40 percent on getting what I booked when it appeared there were better rooms or what seemed to be standard suites available for booking. The other 20-30 percent, it appeared suites were "fully committed." On the Marriott side, my upgrade rate is similar. There is, however, less visibility on the Marriott app of suites as they are usually not listed on the app as available (Marriott seems to not want to sell suites through normal booking channels for whatever reason)
Dec 11, 2017, 6:53 pm
#8
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There are a couple of hundred posts YTD speaking of suites in this thread. Is it significantly fewer than last year?
Post Your SPG Platinum Upgrade Successes 2017
Post Your SPG Platinum Upgrade Successes 2017
Dec 11, 2017, 7:31 pm
#9
Join Date: Feb 2016
Posts: 156
My experience has differed from bhrubin. Been SPG 100 for 2 years.
I get suite upgrades at Sheraton, Four Points, Le Meridien, and Westins. Never got a room upgrade at the Regis or LC properties.
I think it really depends on your ambassador. My ambassador is not very pro-active. The only e-mails I actively receive from my ambassador is when she will be taking time off. The one time I asked for special assistance, she just told me it is up to the property's discretion.
I get suite upgrades at Sheraton, Four Points, Le Meridien, and Westins. Never got a room upgrade at the Regis or LC properties.
I think it really depends on your ambassador. My ambassador is not very pro-active. The only e-mails I actively receive from my ambassador is when she will be taking time off. The one time I asked for special assistance, she just told me it is up to the property's discretion.
Dec 11, 2017, 7:43 pm
#10
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... In my last two SPG stays (W Scottsdale and Westin PVR), there were clearly several upgraded rooms and suites available for booking on the app but the desk kept repeating not available (although the W Scottsdale did attempt to move me from a pool view room I had booked to a parking lot view ...)
Dec 11, 2017, 7:47 pm
#11
FlyerTalk Evangelist
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My experience has differed from bhrubin. Been SPG 100 for 2 years.
I get suite upgrades at Sheraton, Four Points, Le Meridien, and Westins. Never got a room upgrade at the Regis or LC properties.
I think it really depends on your ambassador. My ambassador is not very pro-active. The only e-mails I actively receive from my ambassador is when she will be taking time off. The one time I asked for special assistance, she just told me it is up to the property's discretion.
I get suite upgrades at Sheraton, Four Points, Le Meridien, and Westins. Never got a room upgrade at the Regis or LC properties.
I think it really depends on your ambassador. My ambassador is not very pro-active. The only e-mails I actively receive from my ambassador is when she will be taking time off. The one time I asked for special assistance, she just told me it is up to the property's discretion.
Dec 11, 2017, 7:53 pm
#12
Join Date: Aug 2017
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Posts: 285
I get upgrades basically every stay and about 80% to suites, but I typically travel outside the US which may make a difference.
Dec 11, 2017, 9:18 pm
#13
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Remember that PLT status is not the only determining factor. Some hotels in Thailand regularly have more PLT guests than suites in the entire hotel, and, of course, some people actually pay cash for the suites, too. When there aren't enough suites to satisfy all PLT upgrades, remember that people who are regular customers of the hotel, or who work for or are guests of organizations which provide a lot of revenue to the hotel, are going to be higher on the list, and appropriately so. The whole point of an affinity program is to recognize and take better care of your better customers.
Dec 12, 2017, 12:37 am
#14
Join Date: Nov 2008
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Posts: 2,183
I’ve said it before and I’ll say it again: suite upgrades will always be rarest at hotels with low proportions of suites (like Sheraton and Le Meriden, as well as Westin, not to mention Four Points and Element/Aloft). That’s almost always going to be true, except in the rare instance when there is a higher proportion of suites overall!
The brands with the highest proportion of suites are those in the luxury segments that cost more, where customers are most likely to SPEND for suites: St Regis, Luxury Collection, and W. I’m sure there are occasional Tribute Portfolio, Le Méridien, and Westin hotels among them, but not usually. These more luxury huger spending/higher cost hotels are also where suite upgrades are goin to be most likely, all other things being equal.
I’ve experienced AMAZING suite upgrades for all the years I’ve been a Plat100 Ambassador Guest. I’d say this past year and last have been incredible. As I stated in the hotel loyalty thread, here are just some of my upgrades in the past few years:
The brands with the highest proportion of suites are those in the luxury segments that cost more, where customers are most likely to SPEND for suites: St Regis, Luxury Collection, and W. I’m sure there are occasional Tribute Portfolio, Le Méridien, and Westin hotels among them, but not usually. These more luxury huger spending/higher cost hotels are also where suite upgrades are goin to be most likely, all other things being equal.
I’ve experienced AMAZING suite upgrades for all the years I’ve been a Plat100 Ambassador Guest. I’d say this past year and last have been incredible. As I stated in the hotel loyalty thread, here are just some of my upgrades in the past few years:
My question however is which I feel would give us better context is of the 2017 hotels you list above which are first time stays and which returning guest?
The other question and a breakdown of which hotels isnt needed but apart from the list how many other stays at Starwood properties have you had this year and what percentage of those were you upgraded to a Suite? Again just gives full context to the answer.
Thanks
Dec 12, 2017, 12:56 am
#15
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I think it really depends on your ambassador. My ambassador is not very pro-active. The only e-mails I actively receive from my ambassador is when she will be taking time off. The one time I asked for special assistance, she just told me it is up to the property's discretion.
Given that, I usually use the app to book my stays, usually t-7 days out. To be honest I'm not really used to pushing "special requests" to ambassador as these are usually cookie cutter business related stays.
I do know that the hotels fudge inventory around for rev management purpose... so some do make a point where, if we see "standard suite" available in the app, they might not be available anyways as the hotels intent is to do opague discount knowing they will "complementary upgrade" to the next suite up.