This year I am traveling more than ever, giving Ryan Bingham a run for his money. As such, I find myself in many hotels some of which honor elite benefits regarding hotel upgrades, and others that do not. Instead of standing on the sidelines regarding this issue, “I’m mad as hell and I’m not going to take it anymore!”
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All Benefits Are The Same
I have made this case before and I will continue to make it here and now, all benefits are the same. I would not accept an airline deciding not to allow priority boarding if my status entitles me to such. I would not accept an airline failing to award miles for a trip simply because they chose not to do so. Similarly, if I was number one on the upgrade list I would not accept sitting in coach if there was an open seat in first.
These benefits are part of an agreement, a contract between the customer and the airline and they are not ambiguous. The contract states that if the member completes the requirements (which are associated with remuneration) the airline will perform the benefits. Sometimes those benefits have caveats (such as space available) that are agreed in advance but remain clear – if there is a seat (or a hotel room upgrade available) it’s yours.
I view all benefits the same. The airlines and hotels treat them all the same, if there is a caveat and it’s stated, the rules are subject to that caveat but not outside of it. It’s not subjective, it’s objective. I, similarly, refuse to look the other way while the travel provider chooses which benefits to offer on a site-by-site basis. We seem to demand this from the airlines but give hotels a pass, and that has to stop.
Some Programs Are Clear
Starwood Preferred Guest is perhaps the clearest when it comes to their policy for elite upgrades. They have decided not to mince words and just come out with it, though hotels can apparently interpret what qualifies as a suite. Here is what SPG quotes for their Platinum guests:
“An upgrade to best available room at check-in — including a Standard Suite.”
Others are pretty clear though they leave some room for interpretation, like Hyatt.
Hyatt says:
“Enjoy an upgraded room based on availability at check-in, up to standard suites”
Some Are Vague
I have commented on IHG’s lack of love for their elites and their upgrade policy leaves the upgrade question fuzzy on detail. In an effort to maintain full disclosure, there is one particular property in the IHG network where I get excellent upgrades, all others are happenstance at best. IHG lists the benefit for Spire Elite guests stating:
“Complimentary Room Upgrades1″ with the (1) leading to a Subject to Availability disclaimer.
IHG doesn’t clarify what consists of a room upgrade. Is that a double twin to a single king bed when traveling alone? Is that a corner room, a club floor, a suite? They might as well offer the potential for a good parking spot “subject to availability” because there is about as much substance to the benefit as they have positioned it.
Marriott offers upgrades to both Gold and Platinum guests at checkin subject to availability but in this case, states neither what counts as an upgrade nor available. Out of all the chains for which I have held status that offers this benefit, Marriott has been the least likely to upgrade me on a stay, and thus, they are the least likely to receive my business when it’s not absolutely the last option.
Hilton’s upgrade offer is also vague listing out each applicable chain’s upgrade policy but then only bothering to say:
“Space-available upgrade to a preferred room”
While I have had excellent upgrades at most Hilton properties if I were to argue a point where the benefit had been ignored, who is to say what makes a “preferred room”? I prefer the Presidential Suite, but perhaps the front desk prefers I stay in my booked room near the ice machine. While I have no reason to complain about Hilton delivering upgrades when I find myself in their properties as a Diamond guest, they make it impossible to enforce as a customer if I am being slighted by a particular property. That won’t endear customers who feel they have been wronged by a property.
Hoteliers Have Incentive to Not Upgrade
Suites cost more money than standard rooms and those that prefer suites are willing to pay a premium. In the case of properties that have sold most or all of their standard rooms, suites ensure higher revenue for those last available rooms maximizing available revenue. It’s in the hotelier’s best interest to avoid giving away anything for which they may be able to charge more for later.
But that’s really short-term thinking. Frankly, if I checked into a property and they had a suite available left to sell but it was the last room in the whole hotel to sell, I don’t think I would mind them keeping it to get higher revenue from a customer that may book very late. However, that would be a pretty isolated case and far more often the hotel has plenty of suites to sell but simply don’t want to give away something for nothing. However, it is their full participation in the loyalty program that brings me to their location in the first place. I go out of my way to stay at SPG properties because this benefit is most enforceable at Starwood hotels and they tend to be nicer properties.
Many hoteliers are under the false impression that it is because of their high-value property, carefully chosen location, and excellent customer service that a guest has chosen their hotel. In reality, it may be one of those factors but it’s more likely (at least in the case of high-frequency guests) due to its affiliation with a chain. I will certainly choose the most convenient hotel for my business purpose so long as the property will give me a high-level experience for my custom.
Enforcement
I am a member of a few elite guest Facebook groups and one of the most common complaints is the lack of an upgrade when there is clearly plenty of capacity in the property on the night the guest is staying. For programs where there is a clearer directive (SPG, Hyatt) if a hotel declines your upgrade, hold the desk agent to the letter of the law. If they fail to comply, I suggest one of the following two tactics.
The softer tactic is to stop the checkin process and step out of line. Book a suite at the property from your phone in the lobby then checkin to that room and follow up with customer support later to match the rates. When you explain that you were being denied the room because you were told it wasn’t available but were then able to successfully book and checkin to said room, they should match your rate on the spot. It also will send the message home with the front desk agent, and they may take care of it for you once they see your new booking, utilizing the old one with an honored upgrade. “I guess there was a suite available after all, let me get you upgraded.” is an exchange that has absolutely happened to me in the past using this method.
The more confrontational of the two approaches is to call reservations while standing at checkin on speakerphone. When they ask where and when you want to book, you state that night and give the name of the offending property. Ask how many suites they have available at the various levels and if the phone representative has access to the information they tend to sing like a canary. This is the part where I lock eyes with the front desk agent as the phone representative states, “There are five junior suites, three standard suites, two presidential suites…” If they don’t give you an upgrade at that point, see the following step.
Voting With Dollars
We all have a choice to make; every single elite traveler can decide and influence the decision of hoteliers and the chains as a whole to honor the benefits they offer. IHG doesn’t give upgrades or treat elites outside of their invitation-only Royal Ambassador program so I don’t give them more business than what makes sense for my needs. When I have a choice, I exercise it. Starwood Preferred Guest, despite their issues, has one of the clearest statements on the matter so I often take my chances with them when presented the option because I know I can enforce the rule if needed. Hilton and Hyatt have been excellent in practice, though their benefits are not clear in writing, they also get my business without hesitation.
I believe whole-heartedly that some businesses only take note when their bottom line is affected. So I affect it. If they offer a survey, I will respond honestly and politely, but if I am shut down for an upgrade when there is a surplus of availability, I won’t be back. Only when I show hotels that it is unacceptable to select which of the benefits to honor and which to dishonor can I expect change. And while I am a single traveler in a busy world I believe a collective difference can be made. If as a community we all demand the benefits we are provided for by the program rules and vote with our dollars in favor of those properties that grant them, and vote against hotels that deny them – I believe we can affect real change.
Do you find that some benefits are harder than others to get enforced? Have you booked away from a property because of their lack of transparency regarding upgrades? Am I completely wrong and you think that hotels should be able to choose when to upgrade and when not?
I agree with your first solution of booking a suite right there on the spot, and in theory, they should convert the suite rate to the standard rate, but there’s a chance this could backfire and they stick to their guns and choose not to convert it. Now you’re stuck paying 2 room rates (since you likely cannot cancel).
Well Aaron, that would be a case of a credit card dispute, a stern letter and my very last stay with the chain. But sometimes that’s what it takes to make it clear to both parties what the score is. If they stick me with the second room charge after going out of their way to deceive me that a suite is not available and I prove them wrong, then it’s up to the program to stand up for their guest. If both leave me out in the cold, it will be the best couple of hundred bucks I ever spend to know where they stand.
I think you and Aaron are both right. I’d assume you could step out, start the reservation process on the phone, and then return to the front desk without completing the reservation.
Agreed V&B, that would be ideal.
All that is necessary is to open the app and show the front desk agent that there are indeed suites available to book. They count on the ignorance of most guests, who will just go along with whatever they say. When confronted with obvious facts, without being rude, they will usually comply, or at least offer something better. Information is power in any negotiation.
I don’t understand what going through with the suite booking does for you. That is bad advice. It reduces your leverage, and adds unnecessary risk for zero benefit.
WR, I included a link to a post regarding my experience at the Magnolia Houston and wrote there that showing them availability was not enough to convince them they had plenty of suites available. In fact, I not only showed them (as you have suggested) but also had agreed to go up to the “Premier Studio” that the agent kept calling a suite, and return while telling them I would book a suite and handle it with SPG. This is when they found the “last available suite” all of the sudden.
To answer your question given the context of a few occurrences where I have been denied a suite despite showing them available in the app, that method is sometimes not enough. They claim that there must be a website error. By booking the suite and checking in to it, it settles that notion and forces them to admit that they were incorrect or misleading. At the very minimum, they now have no reason not to honor the upgrade.
Great for SPG but don’t forget that they will die next year. Writing from a upgraded suite at a Ritz Carlton as a Gold, there is still hope…
MarkG, should the benefit die at the time, my loyalty to their brand may as well. Hyatt and Hilton have both been excellent at offering the benefit and I am happy to give them my business if Marriott decides they don’t need mine anymore.
I guess I don’t understand how suite upgrades work. I am pretty much routinely given them at Kimpton as IC (now Spire Elite IC); but rarely at Marriotts and SPG (where I have been low-Platinum). Couldn’t the hotel be trying to save those suites for a Platinum Premier, or a 75/100 night SPG Platinum, and thus they’re showing as available in case they sell but ear-marked for a higher status guest checking in later, and so they actually aren’t available for you?
Hotels are complicated vs flights because not everyone is checking in at the same time, unlike an airline where everyone is boarding and they’re clearing the upgrade list. How does that work as far as room upgrades being doled out and does it complicate matters? Or are hotel upgrades really first to check-in, first-served?
Dan – I think that’s possible, but unfortunately, that’s not how the rule is written and certainly not how it has been communicated to me in the past. I would be okay with that, the same way I would with getting denied a seat in the first class cabin if Global Service/Concierge Key flyers booked at the last minute. That’s fair.
To answer one of your questions though, it is first come, first serve because some of those guests may change their plans last minute.
Thanks, Kyle! I definitely appreciate knowing that, as I’ve been hesitant to ask for upgrades in the past, not knowing how ‘guaranteed’ the perk was or if it depends on check-in status. Will definitely do so in future. Thanks for sharing these tips!
Good man, Dan – welcome to the club. Fight alongside us for our upgrade rights.
@WR…..I’ve actually done that and also have a screenshot of Elite level benefits to show whenever I’m faced with the “we don’t do that at this property” line.
Once I was staying at a Westin franchise property for two nights. It was dead. I asked if my room had been upgraded and the front desk agent said sorry we have no upgrades available. The app wasn’t showing any upgrade even to a deluxe from my booked traditional. So I showed her the SPG app showing multi suite availability for the two days I was there. She seemed perplexed that I knew more than her about the hotel inventory…so I asked again. She said she would have to check with a manager. While she was behind the wall, a bellman came by and I casually asked if the hotel was busy and he said “No way man…we’re like at 20%.
Soon after the agent came back with a manager who very nicely said that this property doesn’t do suite upgrades and no other upgraded rooms were available as they were quite full. Enjoy your stay [in your traditional room]. Getting a feeling I was getting cheated, I asked for the passcode for the higher speed internet access that Platinums are entitled to. The manager and agent looked at each and said everyone gets the same speed just log in in your room. I kept my cool and nicely asked the manager for her card. I said I will be written by a review on the Starwood website. She asked why and I said that the description of the property should be changed to “limited SPG participation “. They both exchanged glances and the manager said why are you doing this? I responded by saying that as an elite level member with platinum lifetime recognition I come to expect a certain list of benefits and that I base my travels on hotels that participate in a specific elite program. I very nicely said that it appears that this particular Westin property does not adhere to the basics SPG program benefits and thus Starwood corporate services should be aware in case other elite members have the same complaint. I also said that I completely understand if management has their hands tied… But if the sign out front says Weston and Placher it on the desk says SPG … then that hotel should adhere or follow all their sesources vice standards. The manager and the agent looked shocked when I said this. And I ended my conversation with them by saying that the SPG app clearly indicated that the hotel was not full and that the bell staff confirmed with me the hotel was not full As clearly indicated by the lack of cars in the parking lot or garage at 9 PM!
So I did do a review while I was staying there on the Starwood website… And wouldn’t you know I got a voicemail the next morning from the hotels general manager apologizing profusely… Saying that the system did not realize I was a platinum level guest… Which is quite hilarious because when I checked in the front desk agent said I already have your platinum number on file !!
I would have lit them up the way you did (but perhaps with less church-friendly word choice) and would have complained until the cows come home. If you feel like the matter was rectified then fair enough, but if not, please feel free to leave the name of the hotel here.
Kyle, I couldn’t agree with you more on this issue.
In my experience (with Hyatt and SPG), I have shown the hotel front desk agents the availability of suites in the property for the night on the hotel app. In most cases, they said the apps (or the central reservation) were displaying incorrect information and refused to honor the upgrade. Has that happened to anyone? I have not tried your approach #1 (booking the availability suite on the spot and asking for matching price). I will try that next time, though I anticipate hassles if the hotel sticks to both reservations (because technically now there are two reservations and both reservations are non-refundable at the time of checkin.)
On at least two instances, the agents went back to speak to the managers. Then, the suite availability disappeared within minutes from the app, while no one else is checking in. I’m wondering if the hotel blocked availability (rather than giving complimentary upgrade). Any one else had similar experience?
I have tried the first approach like you have (I discussed this in my review of the Magnolia Houston which is linked in the post). While the more aggressive action of booking the suite and then confidently letting them know that it should be easy for them to correct their system may put them off, it will correct the problem. Just make sure you hold them both first before re-approaching the desk.
With the Hilton app one is able to check in and select a room when the digital key is available. I’m assuming that the app checkin process will prevent an upgrade?
Well, not prevent, the app just never offers one. If you want the upgrade you have to go to the front desk.
Kyle and others – what have you all done (steps wise) and what have you all received (compensation wise) when a hotel asks you to LEAVE a room they have upgraded you to, checked you into, and you have already occupied?
I have two recent examples from Marriott:
*A Canadian Courtyard upgraded me to the equivalent of their Presidential (huge boardroom, living room, bedroom, 2.5 bathrooms, full kitchen) for a one-night stay. I was a late night arrival. The Front Office Manager called me the next morning and said that room was pre-blocked for a wedding, and asked how quickly can I vacate it.
I vacated within an hour. She moved me to a non-suite room without a view (for the few hours of my late checkout – only ended up showering in the new room then leaving), but they also comped the stay. Fair enough.
*I had 3 rooms across multiple nights at a US Marriott. There was a particular suite type with balcony that I wanted for the 1 room I was occupying, and nicely emailed the hotel requesting the room, if possible. The Rooms Manager replied stating that the suite with balcony was unavailable for the duration of my stay, and that they otherwise only had accessible suites available, and to let her know my preferences.
Well, turns out the hotel had non-accessible suites (which she said the hotel has none of on property) and I hate getting an accessible suite without anything to prevent the entirety of the bathroom floor from getting drenched. The Front Desk Clerk suggested I check back the next day to see if anything else opens up.
The next day, I go to the Front Desk after breakfast, and lo and behold, one of the suites with balcony (not even a suite – a large room smaller than the accessible suite, but with a nice balcony nonetheless) was available. Front Desk Clerk checks me into new room and out of old accessible room.
2 hours later, the Rooms Manager calls, scolding me, stating she told me the room wasn’t available for the duration of my stay (but she didn’t reply to my follow up email asking if it was partly available), that she had blocked that room for another Platinum guest, and that the Front Desk Clerk failed to read the notes for that room before assigning it to me.
I know in hindsight I SHOULD have held my ground and stated that I have occupied the room – too bad (because I have heard the opposite many times – oops, sorry you arrived late and there was a mixup and we have given away the upgrade we pre-blocked for you) – disappoint your other guest. But she promised a SIGNIFICANT number of MR points for the move, but then actually gave me only 5,000 and balked at additional (never would have moved for anything less than points for 1 free night at their property, and I told her that). I would have preferred the balcony to any points.
No additional managers available on a weekday. GM on vacation. Any advice? Thank you.
A quick follow up – I thought upgrades were based on availability and time of request. Have been told by many a Marriott (actual Marriott, not a limited service with Marriott brand tagged on) that whomever arrives first and requests first, technically receives it.
Hence my confusion when the Rooms Manager said “well you were only in the room for a short period of time, a move couldn’t be that disappointing) and also confusion as to why another LT Plat (unless they were a Marriott owner, which they weren’t) would get a complimentary upgrade when they weren’t there to request it before me.
This is exactly why I usually go with the flow when being downgraded before arrival – because a comp upgrade is availability based – but it stinks being on the other end of it.
Matt – This is unacceptable behavior from the hotel staff. If a hotel manager had called me and scolded me, I would remind them (impolitely) that I am the customer and if they have an employee that failed to read notes after that manager lied to a guest and got caught in it, then they can yell at them – but either way I am going to be on the phone with Marriott.
As a rule, I will move for a property if there is a good reason or I know in advance, but holding back a room for another Platinum guest is unacceptable as well. Care to name the property?
What’s interesting is that I find upgrades tend to align directly with how a chain does revenue management – Marriott does it centralized so things are not as high touch, therefore its up to the person checking you in to upgrade you and lets be honest, half the time a check-in agent doesn’t even look at the screen to see you have stayed there before, let alone to upgrade you. But, SPG – SPG historically has revenue management onsite, so they start to know peoples names, etc.
I remember one back with the Westin in Portland was a Westin (it has since changed) that I had family in town and said – “please give whatever upgrade I am entitled to to them on that reservation, I am good in a standard room” – and to my surprise as I went into the standard room I had not stayed in one in all 50+ stays I had had at the hotel – it was smaller than anything I had ever been in. A good revenue manager knows their road warriors and takes care of them, and Marriott doesn’t value that so we can just all kiss that treatment goodbye.
Agreed SFO-FF, vote with your dollars, I know I do.
Very well said, Kyle. Could not agree more.
Thanks Ron, keep up the fight for upgrades.
Kyle, great article and good advice. Thank you!
1) The single biggest issue is the fact that Marriott doesn’t manage most of its domestic properties. Most Marriott portfolio hotels in North America are franchised. That’s a huge issue in terms of standards.
2) Many Marriott’s flagship Marriott properties don’t have suites. Of some of the properties that do have suites, they’re not necessarily better rooms. In my experience, sometimes the suites are on lower floors, by the elevators or are hospitality suites with fold-down Murphy beds. This is especially true at suburban Marriott hotels and the ones in corporate office parks. J.W. Marriott and Renaissance properties tend to have more suites.
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FNT –
1) That may be the case, but I have to say that when they buy in to the franchise they buy in to the rules of the loyalty program as well. You couldn’t open a Chick-Fil-A franchise and decide you weren’t going to give out toys with kids meals or straws with drinks – you accept all of the rules and standards or none. So while I understand that you’re suggesting that because they are independently-owned, they may not have the discipline to adhere to the policies of the program, I don’t accept that as a valid reason for ignoring the rules of the program.
2) That’s surprising to hear and one more reason that Marriott is hard to love. Thanks for the tip though.
3) I will let the webmaster know, that’s a great idea.
Hi kyle, thanks for such an insight full post. I have a very quick questions, what does constitute spg standard suite? How do we know which category of suite is available for upgrade? Cause some times there are 3 to 4 types of suite, executive, deluxe, terrace and presidential. I wont expect presidential suite upgrade but at least up to deluxe suite. How do i know what is my suite category for my plat upgrade to get the highest possible upgrade. Thanks for sharing.
Eddy, thanks for asking, there are a few ways that I can tell a suite from a “preferred room”. The first is that it should say suite on the app listing room types available. In my review of the Magnolia Houston you’ll see that the “studio suite” – not a suite at all – wasn’t listed as a suite on the room type and in fact was not a suite at all. The second is that there should be a rate change, and while that may be as little as $10/night (same post), I have yet to see “corner room” as a listed room type. The third way, and this is really anecdotal, they give you a silver “Upgrade” sleeve for a suite upgrade and not just a preferred room. In 17 stays this year so far, every time I have been properly upgraded to an actual suite, I received the sleeve, and every time I did not (even when I was told I was upgraded but knew that I wasn’t) I did not receive the upgrade sleeve. As crude as it is, it was 100% accurate to date.
In regards to ensuring you’re getting the best available suite, you should look at the property in advance and determine the best single room suite, then ask for it by name if available at checkin. You can also go through the listings at checkin and look downward from those at the presidential level to see what else is available, however, there is no easy answer here because each property is unique.