Old Jan 1, 2018, 6:57 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: uxb
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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"
qualified by

"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."
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:
  • 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
Print Wikipost

Post Your Platinum Upgrade Failures 2018

 
Old Jan 1, 2018, 6:46 am
  #1  
uxb
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/1,9MM), WN
Posts: 5,217
Post Your Platinum Upgrade Failures 2018

Happy New Year! May your year be free from upgrade failures!
uxb is offline  
Old Jan 1, 2018, 4:33 pm
  #2  
 
Join Date: Sep 2013
Location: IAH
Programs: Marriott Plat, Hyatt Globalist, DL Plat, UA Silver
Posts: 4,043
Property: The Westbury Mayfair
Dates(s): 01/01/2018
Room booked: Mayfair Room
Room received: (if different than above):
Award stay: Yes on Points
BRG stay: No
SNA(s) requested: No
Comments: Emailed hotel in advanced, noted early check in but did not receive the room till 2:30pm. Received same room as booked on 1st floor. I offered to buy up, the hotel tried to sell me a corner suite more for than what I had paid. I.e. Paid 404 GBP, Corner suite was 640 GBP, hotel wanted 310GBP per night for the suite which makes no sense at all. These #s were compared to real time #s as we emailed.
TennisNoob is offline  
Old Jan 14, 2018, 2:53 am
  #3  
 
Join Date: Jan 2012
Location: BRU
Posts: 346
Property: St Regis Doha
Dates(s): 06/01/2018
Room booked: Grand Deluxe
Room received: Grand Deluxe
Award stay: No
BRG stay: Yes
SNA(s) requested: No
Comments: many better rooms available for sale but no luck with front desk. Short overnight stay so I did not insist.
fereke is offline  
Old Jan 14, 2018, 7:16 am
  #4  
 
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,809
Property: St Regis Bangkok
Dates(s): 2 nts in January
Room booked: 2 x Grand Deluxe, 1 x Deluxe
Room received: 3 x Grand Deluxe
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Metropolitan Suite (and a plethora of non-Standard Suite) was available, but staff wouldn't accomodate.
remymartin is offline  
Old Jan 17, 2018, 7:26 am
  #5  
 
Join Date: May 2006
Location: KSNA/KLAX
Programs: IML GOLD, Bonvoy LTPE, WOH Globalist, AAEXPLT
Posts: 649
Property: Sheraton Miyako Tokyo
Dates(s): 2 nts in January
Room booked: 2x Deluxe
Room received: 1x Deluxe + 1x Deluxe with "Mini Couch"
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Staff went out of the way to tell me that one of my rooms have been "upgraded" but when I compared the two rooms, the "upgraded" room was one that's exactly the same size but with an extra couch. So I don't think that was an upgrade, lol.
jenee likes this.
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Old Jan 17, 2018, 7:27 am
  #6  
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Join Date: Mar 2017
Programs: AC
Posts: 2,167
Originally Posted by buylowsellhigh
Property: Sheraton Miyako Tokyo
Dates(s): 2 nts in January
Room booked: 2x Deluxe
Room received: 1x Deluxe + 1x Deluxe with "Mini Couch"
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Staff went out of the way to tell me that one of my rooms have been "upgraded" but when I compared the two rooms, the "upgraded" room was one that's exactly the same size but with an extra couch. So I don't think that was an upgrade, lol.
That property has been the worst with respect to upgrades. They are also a stubborn bunch.
longtimeflyin is offline  
Old Jan 17, 2018, 9:01 am
  #7  
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Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,284
Originally Posted by longtimeflyin
That property has been the worst with respect to upgrades. They are also a stubborn bunch.
Yep.
yyznomad is offline  
Old Jan 17, 2018, 9:01 am
  #8  
 
Join Date: Apr 2012
Location: New York City
Programs: UA: 1K, Hyatt: Explorist and Marriott: LF Titanium Elite
Posts: 1,269
Property: W Chicago Lakeshore
Dates(s): January 7 - 11, 2018
Room booked: Spectacular Room
Room received: Fabulous Room
Award stay: No
BRG stay: No
SNA(s) requested: No
Comments: Suites where available and asked front desk during check in. They claimed they weren't available and didn't pursue it further
LDNConsultant is offline  
Old Jan 17, 2018, 9:37 am
  #9  
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Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,523
Originally Posted by remymartin
Property: St Regis Bangkok
.......
Comments: Metropolitan Suite (and a plethora of non-Standard Suite) was available, but staff wouldn't accomodate.
Doesn't sound like a failure to me.
TerryK is offline  
Old Jan 17, 2018, 10:55 am
  #10  
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Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
does front desk / manager offer paid upgrade to lowest level suite, but not complimentary upgrade

offering to wait at checkin (and or changing rooms during stay longer than 1 night) can be factors

Originally Posted by remymartin
Room booked: 2 x Grand Deluxe, 1 x Deluxe
Room received: 3 x Grand Deluxe
Originally Posted by TerryK
Doesn't sound like a failure to me.
deluxe room
grand deluxe room
metropolitan suite
stregisbangkok.com/rooms
Kagehitokiri is offline  
Old Jan 17, 2018, 3:53 pm
  #11  
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Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,088
Property: Baltimore Inner Harbor
Dates(s): 1/17/18
Room booked: Traditional room, non-smoking: 2 Double Beds, 350 ft
Room received: (if different than above):Harbor view, non-smoking: 2 Double Beds, 350 ft
Award stay: no
BRG stay: no
SNA(s) requested: no
Comments: Club floor, non-smoking: King Bed, 550 ft; Club Studio, Non-Smoking, 532 ft; Traditional Room, Oversized family room, 610 ft all for sale after 6p check-in, for quantity up to at least 4.

Given history here, I didn't bother following up for a 1 night stay.
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Old Jan 17, 2018, 4:05 pm
  #12  
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Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,284
Originally Posted by CPRich
Property: Baltimore Inner Harbor
Dates(s): 1/17/18
Room booked: Traditional room, non-smoking: 2 Double Beds, 350 ft
Room received: (if different than above):Harbor view, non-smoking: 2 Double Beds, 350 ft
Award stay: no
BRG stay: no
SNA(s) requested: no
Comments: Club floor, non-smoking: King Bed, 550 ft; Club Studio, Non-Smoking, 532 ft; Traditional Room, Oversized family room, 610 ft all for sale after 6p check-in, for quantity up to at least 4.

Given history here, I didn't bother following up for a 1 night stay.
Ooh, but that harbor view is soooo breathtaking.
yyznomad is offline  
Old Jan 17, 2018, 4:46 pm
  #13  
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Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Vistana Chairman
Posts: 6,178
Originally Posted by CPRich
Property: Baltimore Inner Harbor
Dates(s): 1/17/18
Room booked: Traditional room, non-smoking: 2 Double Beds, 350 ft
Room received: (if different than above):Harbor view, non-smoking: 2 Double Beds, 350 ft
Award stay: no
BRG stay: no
SNA(s) requested: no
Comments: Club floor, non-smoking: King Bed, 550 ft; Club Studio, Non-Smoking, 532 ft; Traditional Room, Oversized family room, 610 ft all for sale after 6p check-in, for quantity up to at least 4.

Given history here, I didn't bother following up for a 1 night stay.
When reserving 2 double beds, as a seasoned traveler I do not expect an upgrade other than Club Floor or Better View.
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Old Jan 17, 2018, 5:17 pm
  #14  
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Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
looking at sheraton inner harbor >
oversized / club - can have 2 double beds
(studios - only seeing queen murphy bed)
oversized says request only, may impact (pre)blocking

if most prefer harbor, staff may assume that
are all harbor corner like pictured on website?

Last edited by Kagehitokiri; Jan 17, 2018 at 5:31 pm
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Old Jan 17, 2018, 10:53 pm
  #15  
 
Join Date: Nov 2015
Programs: AA EXP, Marriott Titanium, Hilton Diamond
Posts: 53
Originally Posted by yyznomad
Yep.
I feel like all the Miyako hotels around Japan are tough with upgrades. At each one, very friendly staff, but almost nothing in the way of nicer rooms. At least from my limited experience.
aaflyer93 is offline  

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