pre-arrival upgrade rescinded at check in

Discussion in 'Starwood | Preferred Guest' started by thegrailer, Aug 23, 2012.  |  Print Topic

  1. thegrailer
    • Original Member

    thegrailer Silver Member

    I was upgraded to a suite prior to check in. My reservation reflected the change from a regular room to the suite. At check in, the suite is no longer available for one of the nights so I am downgraded. Was I walked? What is the policy on things like this?

    Cheers -
    marcwint55 and Sweet Willie like this.
  2. mattsteg
    • Original Member

    mattsteg Gold Member

    Unless you provided payment of some sort for the upgrade, you got what you paid for. It sounds like the room went to someone who paid for it, or was given to someone who complained at checkin. I doubt the property did anything untoward.
  3. newbluesea
    • Original Member

    newbluesea Gold Member

    Walked is a term used for when you are checked-in/booked/sent to another property from the one riginally booked.
    Upgrades are always subject to availability and if I understand it correctly you got the room you booked.

    Why didnt you asked to be put in the upgraded room for the nights it was available?
    estnet and viguera like this.
  4. SPG Champion
    • Original Member

    SPG Champion Official Representative

    Did you use Suite Night Awards for this? If so, then we might have to have a conversation with the hotel. If not, upgrades are subject to what is available at check-in. Despite what it may show prior to check-in, this can change as the circumstances do.

    Not by any stretch that I can think of. You should be given the next best available room upon check-in, but as long as you have a room to stay in, the SPG Turnaway Policy does not apply.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
  5. thegrailer
    • Original Member

    thegrailer Silver Member

    Does it matter that the revenue manager emailed me telling me that I had the upgrade?

    I understand the availability at check in issue, but what a cruddy way to treat a customer. Here you go, no you don't.

    Thanks



  6. SPG Champion
    • Original Member

    SPG Champion Official Representative

    It would certainly be something worthy of asking him about.

    Best regards,

    William R. Sanders
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
    estnet likes this.
  7. marcwint55

    marcwint55 Gold Member

    While the hotel did nothing wrong legally, I find it to be in very poor taste to give and then take away an upgrade.
    The least the hotel manager could have done would be comping your food and beverage.
    viguera likes this.
  8. thegrailer
    • Original Member

    thegrailer Silver Member

    Thanks for the comments.

    Cheers
  9. newbluesea
    • Original Member

    newbluesea Gold Member

    I did have to smile a bit about this...... when SPG properties about two years ago started to send members e-mails telling them they were unlikely to be upgraded ( are the still doing this ?? .. havent received one recently) some recipients were pretty pissed and grumbled that they thought upgrades are supposed to have been decided at time of check-in :)
  10. thegrailer
    • Original Member

    thegrailer Silver Member

    The problem is I was given the suite and then, after the time passed for canceling my reservation, I was denied the upgrade that I had been promised.

    I would prefer the you are unlikely to be upgraded email and then be pleasantly surprised to get an upgrade (or cancel and look elsewhere) instead of the you are upgraded email and then be unpleasantly surprised at check in that my upgrade is gone.

    Thinking about this, and I don't recall seeing threads here or on FT about it, what "rule" is there to keep a hotel from pulling a bait and switch? Here's your suite/now it's gone after cancellation time passes. I am not arguing that this is common, but at least in my case, I had other options that I stopped pursuing once I got an email telling me about the upgrade.

    Cheers -

  11. estnet
    • Original Member

    estnet Gold Member

    That puts a little different spin on it. "Walking" is quite different as has been explained above.
    I would, in any case, have spoken to the revenue manager since I have never received an email like this only have been able to see (when I looked at the details of my reservation) an upgrade (but known it could be changed and luckily almost never has it been taken away). I definitely would have mentioned that the email influenced your decision and perhaps if it is not for certain he should avoid doing this in the future.
    Care to share the name of the hotel?

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