Would you feel insulted by this response?
 

My husband changed our Hawaii trip around a bit. We are now going to Oahu instead of spending the whole time on Maui.

He booked us in at a five star hotel and in the reservation it asked if there were any special requests. My husband very nicely requested an upgrade if possible and available. The following was their response:

Upgrades are based upon availabilty at time of check in and at an additional cost. Please respond as to how you wish to proceed.

We were taken aback by this response. Why even bother stating the additional cost part. We booked a middle category room, so it's not liked we booked the lowest category and were looking for a suite. What about paying for a higher category would make this an upgrade? This response was from a reservationist. We all hope for an upgrade when checking in, but we feel that this response from this hotel was rather stiff and unaccomodating.

What do you feel about the response we recieved? Are we over-reacting. This vacation is about us, but my husband now feels like a beggar due to their response.

I wouldn't feel like a beggar, I don't think you need to feel insulted. I have had the same response before from airlines, hotels and car rentals. It was that property's way of telling you they do not do comp upgrades. They obviously didn't know you were an FT'er, therefore expect such things ;)

I would be far more concerned with being on Oahu and not Maui.

I think the reservationist might have misunderstood your true intention and just quoted the standard company policy.

By "special requests", they probably meant early check-in, late check-out, disabled access, smoking room, etc...

If I were you, I would probably be taken aback, but not insulted. To be honest, who wouldn't want to have an upgrade? :) Put yourself in their shoes, when someone asked for an upgrade, what would you answer with? "Yes" - and it just set up bad precedents for the hotel, "No" - you'll feel how you feel now, "Maybe" (or equivalent fluff) - the hotel would probably get burnt. The customer would take that as a "yes" and demand an upgrade when check-in.

In short, don't worry about it. You're already going to a 5*, if you do get upgraded, it'll be a nice surprise. :)

Thank you for your responses. We are actually spending 7 nights at the Ritz on Maui and then going to Oahu. We just feel like we are going to be flagged as the couple who actually dared to ask for an upgrade. I am so angry that I want to call and speak to the GM, but my husband says to let it go.

Write back and ask what the additional cost is. Some hotels do offer upgrades at check-in, if available, for a nominal cost, say $50 vs. the extra $200 the upgrade would normally be. I've been offered this type of thing many times at check-in.

I wouldn't take it personally. I think they're just trying to be sure there's no misunderstanding.

But that's exactly who you are. Not that anyone will remember.

I don't see that there's anything in the response to get insulted about. You asked for an upgrade; they said that they're only available for a fee. To help me understand what you find insulting about this, I would greatly appreciate it if you could formulate some text that would get this message across without being insulting.

Okay, how about:

Thank you for your recent reservation. We look forward to your upcoming visit with us. We have taken note of your request and if we still have availability upon your check-in, we will try to accomodate you. blah, blah, blah.

We have always requested an upgrade in the special request section of the reservation and we have always been upgraded with no charge and at 5* hotels.

I find it rather blatant to be told it's gonna cost ya so pay up or stay in the room you have booked.

no does not offend me.

Could it have been said "nicer"? sure, but no big deal IMO.

However, write or call if it makes YOU feel better, thats the most important thing.

It's not an insult. It's on a par with asking an airline for an upgrade, hoping they would give a complimentary one, and the agent responds "How would you like to support that upgrade today?"

From the consensus here I would guess that I am being too sensitive. I will try to remember that business is business, even in the hospitality industry. I will go with that and try to let this thing go. I must remember that I will be in Hawaii at a 5* hotel. I am a perfectionist and therefore, I sometimes let things bother me too much.

Just wondering, though...do you have some kind of elite status at that hotel/hotel chain? And, was that the reason you were looking for an upgrade?

The reason I'm asking is that in some hotel programs, you may be sligible for one, based onyour elite status.

If you have no status, it sure doesn't hurt to ask, but don't expect all that much. If you are elite, the situation is somewhat different.

I dont think many 5* properities in Hawaii etc have elite programs. I believe the OP somehow misunderstood the hotels nice offer and asked for something that was not offered. I never understood people emailing, faxing, telephoning etc hotels for "upgrades" unless they are elite with the hotel or are celebrating very special and cannot afford to pay for whatever reason (ie just married, new child etc). Since the traveler is staying/paying for 12-14 nights at 5* hotels in HI, one might conclude she is a lucky and/or deserving person fully able to pay for luxury. I hope she enjoys it.

The hotels love to sell upgrades in HI and have a zillion room catagories to offer, each for more money. Think of it, if the hotels gave away all the upgraded rooms for free in advance, they would have nothing to sell those who arrive and are willing to pay for u/g. Ditto for the airlines.

MIsterNice

I guess sometimes it's not what you say but how you say it and I took offense to the way they responded. At least say no kindly. I never said I expected anything. I never book any room that I know I won't be happy with in case an upgrade is not forthcoming. I have never not been upgraded in Hawaii, nor have I ever recieved such a response with politely asking.

On our last visit to the Ritz we were upgraded to an OV suite. On our first visit there they upgraded us to a deluxe OV and these visits were in the high season. Our first visit to the Haleklani afforded us a double upgrade in high season. I guess that the Kahala Mandarin just has different policies. I guess that the old saying goes- If you don't like the heat stay out of the kitchen applies here. Lesson learned!

While the response could perhaps be better worded I certainly wouldnt feel insulted.

As I understand it you asked for something (upgrade) which is not a right. The response was (a) depends on whats available and (b) how are you supporting that. Seems fair to me.

One of the nice things about FlyerTalk is that people will tell you what they really think... :)