Jan 1, 2018, 6:57 am
Last edit by: uxb
Signed-in FT members with 90 days / 90 posts can edit this Wikipost.
POSTING 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: (include details on the standard suite category for which you failed to secure an upgrade)
BEFORE POSTING: Please note this thread is for posting failures or difficulties securing Platinum upgrades based on the published benefits of the Platinum level, which are:
qualified by
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].
SPG does not publish which categories of suites are "Standard" at any given hotel, so we don't know which suites are in the upgrade pool and which are excluded. Only report your failure if it meets any of the following criteria:
Previous years discussion:
Report your Platinum Upgrade Failures
Report your Platinum Upgrade Failures 2011
Post your Platinum upgrade FAILURES 2012
Post Your Platinum Upgrade Failures [2013 - onward]
Post Your Platinum Upgrade Failures 2015
Post Your Platinum Upgrade Failures 2016
Post Your Platinum Upgrade Failures 2017
POSTING 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: (include details on the standard suite category for which you failed to secure an upgrade)
BEFORE POSTING: Please note this thread is for posting failures or difficulties 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"
"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."
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."
SPG does not publish which categories of suites are "Standard" at any given hotel, so we don't know which suites are in the upgrade pool and which are excluded. Only report your failure if it meets any of the following criteria:
- 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."
- If you manage to secure a rightful upgrade after challenging the front desk on check-in, or have instances where SNAs (Suite Night Awards) were not honoured.
- If you experience an instance where suites are showing as available online, but are not available at the hotel, due to an apparent difference in real-time availability online.
Previous years discussion:
Report your Platinum Upgrade Failures
Report your Platinum Upgrade Failures 2011
Post your Platinum upgrade FAILURES 2012
Post Your Platinum Upgrade Failures [2013 - onward]
Post Your Platinum Upgrade Failures 2015
Post Your Platinum Upgrade Failures 2016
Post Your Platinum Upgrade Failures 2017
Post Your Platinum Upgrade Failures 2018
Jun 10, 2018, 8:32 am
#31
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Property: Le Royal Meridien Shanghai
Dates(s): March, 1 night
Room booked: Deluxe room
Room received: (if different than above): Club Room
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no
BRG stay: (yes/no) no
SNA(s) requested: (yes/no) no
Comments: At checkin time (2pm), SPG app shows plentiful Jr. Suite available. But agent at the Club claims none is available. Disappointed.
Will avoid this hotel in the future.
Dates(s): March, 1 night
Room booked: Deluxe room
Room received: (if different than above): Club Room
Award stay: (yes/no), type (C+P, FAN, FWN, FRN, SPG50, etc.) no
BRG stay: (yes/no) no
SNA(s) requested: (yes/no) no
Comments: At checkin time (2pm), SPG app shows plentiful Jr. Suite available. But agent at the Club claims none is available. Disappointed.
Will avoid this hotel in the future.
Jun 10, 2018, 9:56 pm
#32
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Property: St Regis Washington DC
Dates(s): late May, 2 nights
Room booked: Superior
Room received: Premier Deluxe
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: I did a dummy booking on the arrival and I can still see Metropolitan Suite is available. No Astor suite though. I did not bother to ask , as the hotel keeps telling me as Platinum I have been upgraded to PRemier Deluxe as benefit.
Dates(s): late May, 2 nights
Room booked: Superior
Room received: Premier Deluxe
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: I did a dummy booking on the arrival and I can still see Metropolitan Suite is available. No Astor suite though. I did not bother to ask , as the hotel keeps telling me as Platinum I have been upgraded to PRemier Deluxe as benefit.
Sep 17, 2018, 6:07 am
#33
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: Four Points LAX
Date(s): 28-29 August 2018
Room booked: Classic
Room received: Classic
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Property: Aloft Redmond
Date(s): 31 August - 1 September 2018
Room booked: Aloft room
Room received: Aloft room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Property: Sheraton Vancouver Wall Centre
Date(s): 8-10 September 2018
Room booked: Classic
Room received: Classic, higher floor
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Date(s): 28-29 August 2018
Room booked: Classic
Room received: Classic
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Property: Aloft Redmond
Date(s): 31 August - 1 September 2018
Room booked: Aloft room
Room received: Aloft room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Property: Sheraton Vancouver Wall Centre
Date(s): 8-10 September 2018
Room booked: Classic
Room received: Classic, higher floor
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: New Marriott upgrade policy in force.
Sep 17, 2018, 10:43 am
#34
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
Aloft (and Element) hotels were exempted from Platinum upgrades in the SPG program to begin with, so this technically shouldn't count as a failure.
Sep 18, 2018, 10:29 am
#35
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
Sep 18, 2018, 11:00 am
#36
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Sep 27, 2018, 1:31 pm
#37
Join Date: Mar 2005
Location: Southern California
Programs: Marriott Bonvoy LTTE, Hilton Diamond, Hyatt
Posts: 215
Property: Sheraton Grand London Park Lane
Dates(s): September 24, 2018 - September 25, 2018
Room booked: Classic
Room received: Classic
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: First time returning to this property since merger. Have been staying here for years. They did acknowledge my status but no upgrade was offered, which is very unusual from previous experience here. Was given Lounge Access.
Dates(s): September 24, 2018 - September 25, 2018
Room booked: Classic
Room received: Classic
Award stay: Yes
BRG stay: No
SNA(s) requested: No
Comments: First time returning to this property since merger. Have been staying here for years. They did acknowledge my status but no upgrade was offered, which is very unusual from previous experience here. Was given Lounge Access.
Oct 8, 2018, 1:12 pm
#38
Join Date: Oct 2018
Location: DCA
Programs: SPG, Marriot
Posts: 3
Property: Walt Disney World Swan
Date(s): 10/5-10/8
Room booked: Standard 2 queen beds
Room received: Standard 2 queen beds - view faced a service balcony and a giant red building, 3rd floor
Award stay: (yes/no), type YES(regular points, pre merge)
BRG stay: no
SNAs redeemed: no
Comments: My first platinum checkin and I was disappointed. Family laughs at the platinum “perk”. Let front desk I didn’t like my “view” and if they had something better. Was upgraded to Resort Queen view.
Date(s): 10/5-10/8
Room booked: Standard 2 queen beds
Room received: Standard 2 queen beds - view faced a service balcony and a giant red building, 3rd floor
Award stay: (yes/no), type YES(regular points, pre merge)
BRG stay: no
SNAs redeemed: no
Comments: My first platinum checkin and I was disappointed. Family laughs at the platinum “perk”. Let front desk I didn’t like my “view” and if they had something better. Was upgraded to Resort Queen view.
Last edited by miss_spy; Oct 8, 2018 at 1:20 pm Reason: change fonts
Nov 12, 2018, 5:22 am
#39
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: Fairfield Inn & Suites Rochester West/Greece
Date(s): 30 September - 1 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Property: Rochester Airport Marriott
Date(s): 12-13 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Property: Moxy London Stratford
Date(s): 24-25 October 2018
Room booked: Moxy Sleeper
Room received: Moxy Sleeper
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: SPG was much more generous to my international travels than Marriott.
Property: Renaissance London Heathrow
Date(s): 26-27 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: Yes
SNAs redeemed: No
Comments:
Property: Westin San Francisco Airport
Date(s): 27-28 October 2018
Room booked: Traditional Room
Room received: Traditional Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Date(s): 30 September - 1 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Property: Rochester Airport Marriott
Date(s): 12-13 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Property: Moxy London Stratford
Date(s): 24-25 October 2018
Room booked: Moxy Sleeper
Room received: Moxy Sleeper
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments: SPG was much more generous to my international travels than Marriott.
Property: Renaissance London Heathrow
Date(s): 26-27 October 2018
Room booked: Guest Room
Room received: Guest Room
Award stay: No
BRG stay: Yes
SNAs redeemed: No
Comments:
Property: Westin San Francisco Airport
Date(s): 27-28 October 2018
Room booked: Traditional Room
Room received: Traditional Room
Award stay: No
BRG stay: No
SNAs redeemed: No
Comments:
Nov 15, 2018, 9:55 am
#40
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Property: W Hollywood
Date(s):September 2018
Room booked: Wonderful room
Room received: Most likely Wonderful room
Award stay: N
BRG stay: N
SNAs redeemed:N
Comments:
Posted this before on the upgrade success along with other stays since I cant find this thread.
Hotel claims they are full even though the app show suite availablity.
But didn't ask further as I plan to be away from the room most of the time.
Date(s):September 2018
Room booked: Wonderful room
Room received: Most likely Wonderful room
Award stay: N
BRG stay: N
SNAs redeemed:N
Comments:
Posted this before on the upgrade success along with other stays since I cant find this thread.
Hotel claims they are full even though the app show suite availablity.
But didn't ask further as I plan to be away from the room most of the time.
Nov 18, 2018, 12:36 pm
#41
Join Date: Mar 2015
Posts: 110
Property: W Hollywood
Date(s):September 2018
Room booked: Wonderful room
Room received: Most likely Wonderful room
Award stay: N
BRG stay: N
SNAs redeemed:N
Comments:
Posted this before on the upgrade success along with other stays since I cant find this thread.
Hotel claims they are full even though the app show suite availablity.
But didn't ask further as I plan to be away from the room most of the time.
Date(s):September 2018
Room booked: Wonderful room
Room received: Most likely Wonderful room
Award stay: N
BRG stay: N
SNAs redeemed:N
Comments:
Posted this before on the upgrade success along with other stays since I cant find this thread.
Hotel claims they are full even though the app show suite availablity.
But didn't ask further as I plan to be away from the room most of the time.
Nov 22, 2018, 3:54 pm
#42
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
Property: Hotel Maria Cristina, San Sebastián
Date(s): 22-27 November 2018
Room booked: Deluxe Room
Room received: Deluxe Room
Award stay: No
BRG stay: No
SNAs redeemed: Tried but failed
Comments: Hotel 100% occupied on a couple of days during my stay, so not the hotel's fault the SNAs couldn't stick and a normal Plat upgrade wasn't available. But they were incredibly nice about it, pre-upgrading me to a Garden View Suite for 25-27 Nov after the crowds moved on and immediately returning all five of my originally applied SNAs to my account (back up to 10!). Staff here are super nice and helpful, and management is a class act.
Date(s): 22-27 November 2018
Room booked: Deluxe Room
Room received: Deluxe Room
Award stay: No
BRG stay: No
SNAs redeemed: Tried but failed
Comments: Hotel 100% occupied on a couple of days during my stay, so not the hotel's fault the SNAs couldn't stick and a normal Plat upgrade wasn't available. But they were incredibly nice about it, pre-upgrading me to a Garden View Suite for 25-27 Nov after the crowds moved on and immediately returning all five of my originally applied SNAs to my account (back up to 10!). Staff here are super nice and helpful, and management is a class act.
Nov 22, 2018, 4:10 pm
#43
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Property: Hotel Maria Cristina, San Sebastián
Date(s): 22-27 November 2018
Room booked: Deluxe Room
Room received: Deluxe Room
Award stay: No
BRG stay: No
SNAs redeemed: Tried but failed
Comments: Hotel 100% occupied on a couple of days during my stay, so not the hotel's fault the SNAs couldn't stick and a normal Plat upgrade wasn't available. But they were incredibly nice about it, pre-upgrading me to a Garden View Suite for 25-27 Nov after the crowds moved on and immediately returning all five of my originally applied SNAs to my account (back up to 10!). Staff here are super nice and helpful, and management is a class act.
Date(s): 22-27 November 2018
Room booked: Deluxe Room
Room received: Deluxe Room
Award stay: No
BRG stay: No
SNAs redeemed: Tried but failed
Comments: Hotel 100% occupied on a couple of days during my stay, so not the hotel's fault the SNAs couldn't stick and a normal Plat upgrade wasn't available. But they were incredibly nice about it, pre-upgrading me to a Garden View Suite for 25-27 Nov after the crowds moved on and immediately returning all five of my originally applied SNAs to my account (back up to 10!). Staff here are super nice and helpful, and management is a class act.
Nov 22, 2018, 5:40 pm
#44
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
Nov 26, 2018, 5:29 am
#45
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
I was actually banned from this property for calling it out on Twitter for having filthy rooms. I don't miss it at all.