“Let Me See If We Have A Complimentary Upgrade For You”

I figured when I moved into hotels full time I’d care more about the type of rooms I’m assigned, given that they’re quite literally my “home.” But the reality has been the opposite — I’ve cared less. Give me a comfortable bed with lots of pillows, and a well lit desk with a comfortable chair and conveniently located outlets, and I’m a happy camper.

Don’t get me wrong, I sure as hell do appreciate a good upgrade. Last week I got my first ever presidential suite upgrade at the US Grant… go figure it was for a one night stay where I was staying alone. Did it make me giddy? Yes. Did I actually use anything other than the bedroom? If I’m being honest, nope.

US-Grant-Presidential-Suite

But the one thing I do take issues with is when hotels turn upgrades into games. At that point it’s not about the upgrade itself, but rather the principle of the matter.

Last night I was checked into the Grand Hyatt Seattle (usually I stay at the Hyatt Olive 8, but it was booked out). The conversation at check-in went something like this:

Associate: “Thank you for being a Diamond member. Let me see if we have a complimentary upgrade available for you.”
Me: “Oh, that’s very kind. Thanks so much.”

*click click click click click*

Associate: “It’s looking good… oh yeah, we definitely have an upgrade available for you.”
Me: “Great, thanks!”

I found the lack of details a bit odd, but I figured maybe she was trying to under promise and over deliver (which in general I find Hyatt to be good at).

I went to the room I had been assigned, and found it was a standard room with double beds without a view. Now I don’t actually have a preference between a room with one bed or two beds, but I had booked a room with one bed, and on principle found it sort of ridiculous that the associate proactively offered me an “upgrade” to a room type I didn’t request.

Grand-Hyatt-Rate

It sort of took some effort for me not to pull a Larry David and ask her what exactly was upgraded about the room.

Instead I went back down and had the following conversation:

Me: “I appreciate the attempt at an upgrade, but I had booked a room with a king bed and was assigned a room with double beds instead.”
Associate: “Okay…”

There was no attempt at an explanation or apology or anything. She clicked through her computer for a good 30 seconds before she found an available room.

This time around she assigned me a room on an even higher floor with a king bed and still no views.

Bottom line

I’d be curious to hear if you guys think I’m being ridiculous here. I wouldn’t have batted an eyelash if the associate said:

  • “We’re fully committed tonight and don’t have any upgrades available, sorry”
  • “We’re really full tonight — would you be able to take a room with two beds instead?”

Both of those would have been perfectly fine with me.

I just sort of feel like it’s an insult to proactively offer anyone (let alone a top tier elite member, who is presumably more familiar with what an upgrade actually is) an “upgrade” to a standard room with a bed preference they didn’t even reserve.

So while this is outrageously minor in the grand scheme of things, I’m curious how you guys would handle this situation — would you have accepted the “upgraded” room, requested your preferred bed type, or actually explained to the associate how it’s sort of pathetic that they’re inventing upgrades?

Comments

  1. I would have asked her what exactly was the upgrade when I went back to object to the new room. Either she gave me the wrong room number/keys or she lacks proper education and training on what constitutes an upgrade. Either way, corrective action is required.

  2. @Lucky, how old are you? Some people in front desk will judge guest based on their age and clothes. If you look like dudes just out of college, then sorry, no upgrade for you, but if you look like someone who is a middle aged business man, then good for me, you got an upgrade.
    I know this is insane, but I once heard someone at front desk gossiping after young girl checked-in, they wonder why she didn’t stay in hostel but paid more than 200 dollar for one night stay here.

  3. No you arent being ridiculous I would have done the same thing but not been as kind as you. I would have daid please find a manager for me. Then had the discussion. Why companies do this is beyond me and in your case it just ruins their image. I have stayed at that hotel before and it was pleasant but I was paying for the room but that shouldn’t matter. I am with you Ben and it’s why I read your blog, i don’t travel a lot but when I do I will pick companies that actually care where I stay

  4. No sure how you guys get upgrades at Hilton lines within US. I’ve been Diamond for about seven years with 200-330 nights at Hilton chain a year. For the past 3 years, I have NOT received upgrade. EVER. Do I have to ask for it?
    thnx Endre

  5. I just don’t like being either lied to or bullshitted (if that’s a word).

    I would have called her on it. “I think you must have given me the wrong key. I travel a lot and I can assure you that the keys I got were for a DOWNGRADED room. I would appreciate your correcting this.

    Yeah – definitely First World problems but still. That said, I have to wonder how many people – most people – who travel a lot less would have assumed it was upgraded!

  6. I’d have for an explanation of why they thought this was an upgrade. Seemed like they tried to pull one on you by making it seem like you were being upgraded while you were being given a regular room. Which, frankly, is an insult if you are a non-base level member of a rewards program.

  7. My brother had a horrible experience at the GH Seattle. No upgrades were offered, no Diamond recognition, and was given a room without a view. At check-out, my brother mentioned this to another FD agent, who told him that they would give him some HGP points as a form of service recovery. However, the points were never credited into his account. He was then told that since it was a new FD agent, they wouldn’t give him any of the points. Since then, my brother decided never to stay at the GH Seattle again.

    The Olive 8 on the other hand were very proactive with the Diamond benefits. They even gave him a F&B amenity and the 1,000 points.

  8. Given how hotels play the “upgrade game” I think it is perfectly reasonable to respond each and every time they say that they say they are giving you some unspecified “upgrade” with something like: “An upgrade! Wow that’s great! What is special about this room?” At least then you have a clue as to whether you want to accept the “upgrade..”

  9. I used to always get these sticky notes inside key card packets at Starwood properties that said “You’ve been upgraded!”

    Getting one of those was a sure sign you hadn’t been upgraded.

    In general if a hotel has to tell you the room you’ve been given constitutes an upgrade, then it isn’t really one.

  10. not to single out just Hyatt but also other major hotel chains in the US, dont you think US based customer services are the worst.

  11. Simple heuristic is to (almost) always reject the first room you are given. It costs nothing but a few min to do, and the chances you get a “real” upgrade are much greater.

    It will be obvious when you don’t need to reject the initial room…

  12. Ben, I agree with you. The front desk person knew you were a Diamond so I think it’s embarrassing that they tried to BS you. Inexperience and or incompetence, either way it’s below standard.

  13. I ask at the outset: “oh, an upgrade? That’s great! I looooove upgrades (wink wink). I’m glad it was available. Tell me about the room!”

    I always let the desk clerk know that I intend to examine the room before committing to stay in it. “I’d like to have a look at the room first, if it wouldn’t be too much trouble, please.”

    Many hotels cheat on Status upgrades. Let’s all of us call them on it, not because it’s “important” or because we’re spoiled, but because they’re being dishonest.

  14. This better not be a typical exprience…. I am not doing this diamond challenge for something like this.

  15. For a few months last year, as an interim job I worked at the number one ranked luxury hotel in Kansas City. We would always tell guests exactly what the upgrade was and never led a guest on with empty promises. “Mr. and Mrs. XXX, we have upgraded you to one of our Junior Suites on a higher level, the 5th floor. The Junior Suite is more spacious and has a view overlooking the Plaza.” They could also be given options if they were available. If an error such as an incorrectly assigned room occurred, we would address it as quickly as possible.

  16. I think you handled it well, I would of done the same. I really do think that staff in the US really dont care about our status. Im sure everyone has had similar situations happen to them.
    Just like the comments above, Is this failure brand specific? Hyatt brand? And is this US custom based as well. We all know in other parts of the world our status usually gets us more. This is kinda sad that they do this to their own elites.
    This is the type of thing that makes me leave brands and stick to 1 reliable chain. I had a simliar experience with Club Carlson, it got me to the point where I refuse to use them.

  17. If you look like dudes just out of college

    As a diamond he’s stayed at a Hyatt either 50 nights or 25 times this year, that should count for something. At least count enough for the clerk to know that he will know he wasn’t upgraded.

  18. I love this blog as it is an escape from reality for me. I am on the other side of this blog and I have worked in hotels and worked every position in the front office including Front Office Manager.

    @ lucky – I have never met you but what I can tell is you are a pretty nice guy so if you came down to the desk to switch rooms, completely fine by me. One thing you say a lot is, “I don’t care, it’s more about the principle.” I will disagree with you there as you do care and that is fine, but going back to change rooms is caring, not principle.

    @rand – Why get a manager involved? I can tell you there is no worse way to get on the Front Desks bad side then to ask for a manager for such a small issue that an agent can help with. You are only pissing off the agent (who wants to help most of the time) as you belittle them and then the manager is aggravated that he/she needs to talk to a guest who didn’t get their room type.

    Maybe I am just coming at this from a different side then most readers but wanted to share my opinion. Working in hospitality is not easy, doesn’t pay well and you have to deal with people who want to pop their chest out and act tough, download their sh%*ty day/life on hotel employees.

  19. GH Seattle is usually pretty good at pre-blocking rooms/executive suites for Diamonds. However, sounds like someone goofed and didn’t do that.

    Was the room on a higher floor, or perhaps on the same floor as the Grand Club?

  20. I seriously would’ve talked to someone in FD management. If a FD agent told me I’d have an upgrade, then I’d ask for the upgrade they offered me. Especially as an elite.

    I really hate when a company tries to trick a customer, even by mistake. I so much prefer that they be honest and recognise they made a mistake.

  21. Visiting Seattle next month and debated between staying at Olive 8 and the GH, ended up choosing GH because of lower parking fee and potentially better view. Should I switch to the Olive 8 instead?

  22. I wonder if part of this is that hotels typically have a less direct relationship to even an elite customer than airlines, in that so many are franchisees, so unless you’re actually a frequent guest at that specific property they’re not especially motivated to give you better treatment for being an elite with the chain. The front-desk agent is more often that not an employee of a company licensing the brand from the chain, not someone working directly for the hotel chain (I realize many airlines have contract workers but even these have to answer to the airline in a more direct way than a hotel franchisee’s employees typically do to the chain). Not to excuse failure to treat elite customers in the way advertised, but could be a factor in why this happens.

  23. Interesting subject on giving free (or is it “faux”) upgrades and extras. I just booked a room in Istanbul under AMEX’s Fine Hotels and Resorts program. I am entitled to an upgrade on arrival “if available.” I will be curious to see whether a real upgrade is offered or if the hotel is suddenly full (at present, prices are dropping so I assume occupancy is low).

  24. I know their buzzword is upgrade, but I’d much rather have a choice: “You’re assigned to a king room on the 3rd level, but I have a room on the 6th floor with a view of (x) but it has two queen beds. Which do you prefer?” Then you don’t have to return to the front desk if you’re somehow displeased with the room.

  25. On face value, the complaint seems a little ‘Don’t you know who I am?’. Plenty of people actually ‘pay’ for higher room categories. That said, hotels and airlines–particularly in these robust times where businesses are spending much more on travel–are forgetting the importance of the frequent guest/traveler programs they created. Ben, it would be amazing if you published the correlation between elite status and the bottom line for the big carriers and hotel chains all in one place (I know those figures are out there). Staff need to understand that without their elite members the respective companies would not be in business.

  26. I’m with you on this one Ben. I don’t mind getting what I booked because I know what I’m booking. If an upgrade is offered I’m happy to accept but I always ask what this will be. If it sounds good the it’s worth the look.
    As much as I too enjoy the Hyatt brands and their staff, I will say that Kimpton really knows how to do it right. If only they were more prevalent.

  27. I think I am like the other readers; the second time i would have asked what is special about the upgrade. My best one was in the uk when i booked an executive apartment. They were lovely from the pictures as they had been refurbished. Fast forward to check in’ given my keys and I go to the room. really shabby, wifi does not work, lots of problems. I make a number of complaints and finally they say “Good news we have upgraded you to an executive room.” Oh right i was thinking you have upgraded me to the room i had booked and paid for in the first place.

  28. You aren’t wrong. It’s an issue for me at SPG properties, and also Hyatts. Though in my experience, the upgrade is never mentioned, then I ask, then they decline, then I ask to speak to a manager, then miraculously something “becomes” available.

    I was once told at an SPG property in LA that all of the rooms they usually use for upgrades hadn’t been cleaned. At 8 pm when I got there. Really? The rooms you use to reward your most loyal customers hadn’t been cleaned? None of them?

    If you’re gonna lie to me, at least do me the courtesy of making it believable.

  29. @ liam — I’ll certainly see what I can do, that would be an interesting topic. As far as seeming “don’t you know who I am?” I really would have been fine without an upgrade at all. Heck, I wouldn’t have even proactively asked for one. My issue was simply with them proactively mentioning how I was being upgraded when that wasn’t true.

  30. @ JW — I guess it depends if you have status, but in general I do prefer the Olive 8 to the Grand Hyatt. The Grand Hyatt definitely feels more “corporate,” while the Olive 8 is a bit uniquer, in my opinion.

  31. @ Patrick — Appreciate the perspective from the other side! Certainly respect your opinion, but I’d genuinely note that I was fighting it on principle. As you can see I’ve written in the past about really not caring about whether I have a room with one or two beds, and in many cases even intentionally booking a room with two beds. When I went back downstairs I didn’t demand any sort of upgrade, but rather just the room type I booked… which I’d argue was completely on principle.

  32. Lucky, I do have Diamond status. I read somewhere that the upgrade chance at GH is better than Olive 8.

  33. @ tjp74 — All things considered I love Hyatt, or else I wouldn’t be so loyal to them. Definitely the exception rather than the norm. 🙂

  34. @ David — Certainly possible, though I think all things considered I get treated very well. I’m 25 (going on 40) and usually dress pretty well, so doubt that was the issue.

  35. @Lucky
    “@ Endre — Paging DCS!”

    Sorry not sure what DCS means. 🙁 I just sent Hilton HHonors support an email asking why I never got upgrades within US Hilton properties in the past years with that many nights a year. I’m like you are, give me a nice set of pillows, comfortable bed, clean room/bathroom and a nice spacious desk (with many 110v plugs at desk and bed)… after my long days, these are my only requirements… a larger room just make lose my stuff in it…lol it is juts the principal because they’re touting upgrades as valuable benefit that I never see.

  36. I agree with @elteetrav. Ask what makes the room an upgrade. I’m sure most of us have had the same experience, but if nothing else, you got the room you booked. My problem with this is being lied to, and being thought of badly enough that they think the lie will pass scrutiny.

  37. @ Endre — Hah, he’s our resident Hilton HHonors fanboy, and will be along shortly to tell you how amazing Hilton is with upgrades. Stay tuned! 😉

  38. @ JW — Hmmmm, hasn’t been my experience, though I guess it depends on the person. As a Diamond the main consideration, in my opinion, is that the Olive 8 offers restaurant breakfast without a club lounge, while the Grand Hyatt has a club lounge but no restaurant breakfast.

  39. they pissed on your head and told you it was raining.

    i wouldn’t have been bothered by it. but i would have gone down and insisted on one bed. if i’m getting the same room type i booked ultimately, i should at least get what i purchased.

    you did the right thing.

  40. no upgrade is fine but treating you as a stupid person who can’t even figure out if this is an upgrade is not acceptable.

    I would have requested the original room type. I’ve been “upgraded” a few times like this and I often request that they give me a different room.

    I just hate all these upgrade games. There is no consistency. If it’s available to book when you are checking in, you should get the upgrade. Or atleast clarify that upgrades are discretionary and what exactly subject to availability means.

  41. I got an upgrade in this hotel, without being even asked for anything, and I got a suite upgrade.

    BTW: I have no status.

  42. I once stayed at the Sheraton Kaanapali in Maui and had a similar experience. The greeter at valet (who for some reason had access to room information) had told us we got an upgraded room when we arrived. Turns out it was exactly the room we reserved (lowest level). When I went back to ask the greeter about the upgrade, he denied he ever said that. I lost it. No upgrade is fine, but that’s basically calling me a liar and at the start of what’s supposed to be a relaxing vacation. Spoke to the manager and got upgraded.

    Also, if you’re at MGM in Vegas and get told you’re getting an upgrade, consider declining. You’ll be sent to MGM Signature, which is an ok place but really really far away.

  43. I’m with Steven S, I would have feigned the “I think you gave me the wrong keys” bit… I definitely would have gone back to find out why exactly was the room was an upgrade over what I booked.

    @ Endre, exactly why I’ve given my loyalty to Hyatt and Marriott after 7 years as a diamond. Hilton just always just sucked at customer service, and too much difference in SPG properties for anywhere near a consistent experience – wait… the one consistent thing with SPG? ALWAYS having to battle for SPG PLAT benefits.

    As much as the community ignores Marriott, they are THE experts at providing a consistent experience, I’ve had decent upgrade percentage including a couple of (one night stay) Presidential suites at Marriott, and IIRC, I was a lowly Gold at the time.

  44. So being dimond for five-six years, spending 250-300 nights in Hilton property a year, I could get at least a personal email.. I guess…

    My email to Hilton:
    ———
    Thank you for taking my question.
    I’ve been HHonors Diamond for considerable number of continuous years. I also stay at Hilton properties between 200-300 nights a year, each year, at numerous different properties. I haven’t received any complementary upgrades within the US for the past 2 years. Do I have to request upgrade when checking in?
    Thank you
    ——————-

    And here is the “copy/paste” email back — kind of hillrous
    ———————
    Dear Mr. P……..,

    Thank you for your inquiry regarding the HHonors program. We appreciate you taking the time to contact us.

    For Diamond members, at Waldorf Astoria® Hotels & Resorts, Conrad® Hotels & Resorts, Hilton Hotels & Resorts, Curio – A Collection by Hilton, and DoubleTree by Hilton™ properties, Diamond HHonors guests will receive upgrades to preferred rooms, based on availability at the time of check-in (excludes Napua Tower at Grand Wailea and Imperial Floor at Rome Cavalieri). Upgrades for Diamond HHonors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, rooms on Executive Floors, or suites, as identified by each property. Upgrades exclude executive suites, villas and specialty accommodations (which may include, but not limited to, “Vista” and “Villa” accommodation types), subject to the discretion of the hotel. Group reservations and certain rates are not eligible for suite accommodations and may not be eligible for complimentary upgrades.

    All upgrades are granted on a space-available basis for the entire stay, as determined at the time of check-in. Preferred rooms are identified by each individual property and may vary within each brand. Upgrades will be given only for one room for the member, regardless of additional rooms the member may have purchased at or after the time of booking.

    The following brands do not offer complimentary upgrades: Embassy Suites™, Hilton Garden Inn®, Hampton Inn & Suites®, Homewood Suites by Hilton®, Home2 Suites by Hilton®, and Hilton Grand Vacations®.

    It might be helpful to add a note to your reservations requesting an upgrade based on your Diamond status.

    Have a great day!
    Best regards,

    M. W.
    Diamond Coordinator
    Customer Care Email Department
    Hilton Reservations and Customer Care
    ———————

    and than they put :

    How are we doing?

    Hilton Worldwide strives to offer the world’s best customer service in every interaction. We would love to hear your thoughts on your experience with the last email representative to assist you. Please click on the below survey link to be redirected to a new survey tool geared towards improving the service our email team provides….. blah blah blah….

  45. In this situation, it was about using the word “Upgrade” to disguise a downgrade (which is becoming part of common hotel practice unfortunately – you can’t escape the spin merchants these days).

    It’s ironic that shortly after posting about being ‘recognised’ as a prominent travel blogger by hotels (not always leading to desired outcomes) Lucky can still experience plebeian treatment from not so aware hotel staff still lol. The front desk here took a look at Lucky and decided he could be palmed off with a sub-par room that didn’t match his booked room type (no doubt they wanted to keep back the better rooms for someone who looked more senior corporate).

    I’m always wary when hotel staff voluntarily offer an “upgrade” – I’ve definitely had some attempts to pass off some real dogs that way (Sofitel Melbourne I’m looking at you – and your sub-standard connecting rooms you pass off as premium stand-alone rooms).

  46. yeah, you got a s-h-i-t bow for sure.

    This is how it works at the Hyatt’s where I am known (and I’m sure it works for you that way at Olive 8, etc). When I arrive, they have already pre-blocked a room for me based on my individual preferences for that property.

    Since upgrades are not part of the program without using DSUs, there really is no need to go through that song and dance number only to eventually give a diamond member a room like that IMO.

    No, you were not out of line. Like Larry, you felt the need to let them know you knew you got a s-h-i-t bow.

    -David

  47. My experience as a Diamond at this hotel was that I did receive an upgrade to a suite (no DSU used), but I found the front desk staff to be very unhelpful and rude. I emailed the GM.

    I did find the staff in the club lounge to be excellent however! I chose the GH Seattle over the Olive 8 due to the club lounge evening spread which the Olive 8 doesn’t have.

  48. I am not DCS, but my experience with Hilton has also been very positive, as a lowly gold. Not sure what you are doing wrong Endre, but my upgrade percentage at Hiltons, combined domestic and overseas, is 93%, although only one of those was a suite, so DCS has me beat there. 80% of my Hilton stays are on points. Meanwhile, as a Hyatt diamond briefly and platinum mostly, a miserable 25% upgrade ratio, although at least they haven’t lied to me like they did with Lucky! On the other hand, like Gary, I recently received those little cards from SPG with my key cards that I had been upgraded, even though I was clearly not upgraded on the one room and voluntarily accepted a downgrade on the other room.

  49. @Endre — how many nites are you staying? Are you doing repeat visits to the same hotels? While I cannot claim DCS’s 100% upgrades at Hiltons (to suites no less!), I am ALWAYS upgraded to something better than booked (Diamond since 2001 except for 2009). If your stays are many nites, they may not have availability in an upgraded category for your entire stay. If you are a returning guest to the same hotel(s), get to know the “back office” personnel of the front desk (Front Desk Manager, Rooms Manager, Revenue Manager). If upgrades are truly important to you, be PROACTIVE!

    @Patrick — train your personnel not to lie to me and there isn’t an issue. Piss on my leg and tell me it’s raining and we’ve got real issues. Upgrades are based on availability — I get that. But don’t give me what I booked and tell me I’ve been upgraded. And certainly do NOT downgrade me (as happened to Ben) and tell me it’s an upgrade. I will walk myself and expect the GM to compensate me.

    @Ben/Lucky — remember the “good ol’ days” when Hyatt had a Diamond bed guarantee? Remember Uncle Jeffy (Zidell) telling us that Hyatts would ALWAYS take care of the bed preferences of Diamonds even tho there were no more compensatory points if you didn’t get your preferred bed type? Ha! Halfway through the year and I’ve been (initially) stuck in double bedded rooms on five occasions (50% of stays)…

  50. At the very least, you’re due what you booked or an explanation as to why that’s not being delivered.

    In this case, they engaged in unwarranted Kabuki and then sent you to a room that wasn’t what you’d booked (and were paying for).

    I’d have complained too.

  51. It seems to me that if you were placed in the room and stayed in it (2 beds vs. 1 King) you would have been eligible for Hyatt’s Room guarantee for Gold and Diamond.

    “Hyatt Gold Passport Platinum and Diamond members will be guaranteed the bed type (i.e., king, queen, double, etc.) for the room type confirmed at the time of reservation. The bed type guarantee is available at Hyatt hotels worldwide. Not valid at Hyatt Residence Club Resorts. If the hotel is unable to honor the confirmed bed type at check-in, members will receive 5,000 Hyatt Gold Passport bonus points per stay at Park Hyatt”

    You could have called them on it the next morning at check-out and demand the 5,000 HGPs.

  52. You got the decoy potato, Ben.

    The “decoy potato” is what my dad used to call it when my mom, who’d run out of the main dish (i.e. beef), would give my dad two small potatoes instead of one big one to make it look like the plate had more on it. The girl at the desk, unaware that you were savvy enough to know what a true upgrade entailed, figured the two beds would make it look like you got a better room. Decoy potato.

  53. I think DCS’s success rate can only be explained by autistic spectrum levels of begging…

  54. I would also ask what happened to the upgrade. Sometimes before arriving at a hotel I check online to see what rooms (suites) it is offering for sale. If the offered upgrade is not satisfactory I will ask about another room that appeared to be available online.

    Usually when people check in a hotel, the FDC has all the information and the guest has none. That puts the guest in an awkward and uncomfortable situation…relying totally on the competency and honesty of an unknown person they will never see again. I really appreciate it if the FDC gives me two or three choices for an upgraded room.

  55. Sometimes a room with two beds is larger than the same type of room with one bed. The FDC may have thought a larger room was an upgrade.

  56. @Richard — the Diamond bed guarantee is now a toothless tiger. The punitive compensatory point portion was “enhanced” away last year (?) or at the end of 2013(?). Jeff Zidell, the guy who runs Hyatt GP assured Diamonds that we’d still get what we booked but since the hotels no longer have to purchase the punitive compensatory point portion of the guarantee, my experience is some hotels try to weasel out of the guarantee.

    I guess, for me, it all comes down to being proactive about your stays. If there are things YOU value from exchanging you money and/or points for a bed, make sure the hotel knows!

    Personally, if I’m in for one nite, I just want a bed (even two is ok!) and connectivity.

    Most of my stays are longer (4-7 nites) and I realize that hurts my upgrade chances. But I have made the choice to exchange my $$$ for a room that matches MY preferences, so the conversation at check-in will always include, from my side, what kind of room have they assigned, its bedding, location in the hotel, etc.

  57. In my opinion it is always best to deal with a travel agent. We are part of virtuoso and we can usually confirm the upgrade in advance as well as extra amenities This way you aren’t disappointed and you know in advance what you will be getting.

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