You can all but smell it. You can watch it from your economy cabin seat or feel it and experience it in person. The pre-flight drink and switching out your shoes for slippers or socks. The pillows, blankets and bedding being handed out right before those lie flat seats start to descend. The unlimited beverages and three course meals that improve your in-flight experience. You don’t have to squint to watch tv or take out your wallet for a pair of headphones that you left at home. You can feel the padding of your headrest or seat that adds just the needed extra comfort to mitigate your back or neck ache. You can share in the excitement with a partner, child, or loved one.
So, why can’t it be the same for hotel purchases or upgrades? Where is the transparency and what can we do to get it? Most often we walk right through the first-class cabin to get to our seat. We know exactly what it is and what it is not. There is no doubt and no question you get what you paid for or received the upgrade that you requested. When it comes to my hotel stays on the other hand, I’m always left scratching my head.
Let’s talk about some experiences and examples though I already suspect you know exactly what I’m talking about. I am a Platinum member of the Marriott Bonvoy program. Pending availability, I’m eligible to receive a room upgrade. I don’t frequent Hilton properties as often but via the American Express Platinum credit card, I hold the privileges of a Gold Honors member.
Westin, Qingdao
I checked-in at the Westin Qingdao. Given the language barrier, I asked more times than I ordinarily would to check and confirm that they were able to offer me an upgrade to my reserved room. My colleague next to me received the Executive Floor as a Gold member but I did not. I never checked his room, but it did create doubt in my mind. All the rooms at this hotel are awesome so you should check this place out should your travels take you to this city (though over the last few years I’ve noticed some wear and tear). When I got to my room, it smelled like smoke. I called downstairs and was re-assigned. I went downstairs to claim my new key card and found that this room was nicer. So, was I upgraded originally? Maybe. Was it the best available upgrade? Certainly not.
Hilton, Tokyo
During the same trip to Asia, I checked into the Hilton in Tokyo. As a reminder, with Gold status I already receive complimentary breakfast. In addition, they had just refurbished their club lounge. Are you ready for this one? As an upgrade choice, I was offered either the room I reserved with breakfast or a room with two twin beds with access to the club lounge. Read that again. I’m still confused over this. I chose the room I reserved especially because I was with a group of colleagues and expected I would get no use of the lounge.
The St. Regis, Florence
When I got to the St. Regis Florence, I had used my 5-night Suite upgrade certificate that had already cleared. I was disappointed, however, to hear that I was on the first floor. After inquiring about options and her realization of my concern, she walked me up to both rooms so I could choose for myself. I appreciated the gesture and happy I was able to see both rooms so I can make an informed decision. Of course, I still had no access to the inventory or knowledge of the accommodations of my suite compared to the others in the hotel.
The Blackstone, Chicago
Prior to check-in to the The Blackstone, an Autograph Collection brand, in the city of Chicago I called to see the availability and chance of upgrade to a room specifically that faced the river. I knew, in this case, that’s what I wanted, and I had not selected this option during my reservation. I inquired about availability because I was still considering paying the respective room rate for my upgrade. I was told, however, that the room was sold out because of the July 4 Holiday and the fireworks that would be visible from these rooms. Upon check-in, I asked the same and was told the same. However, I also mentioned that I was open to moving the second day for the last two nights of my stay. It was a very pleasant exchange and I recommend staying at this hotel as well. The curious part, however, is that he said he would upgrade me, and we even discussed the room – It would be on x floor and it was handicap accessible. In the 12 hours that followed before my final room assignment, two changes were made. One because he said he found me a room with bigger windows which meant more light and a better view but this time with two queen beds. I was very happy with my new room and pleased with the attention and service, but it still left me with so many questions about the upgrade process and how one knows what they are getting or foregoing.
Renaissance, Seattle
I have stayed at the Renaissance Seattle twice. During my first visit, I was told I was being upgraded but I have no way to confirm if that was the truth. During my second visit, I checked-in on the app and was told during a follow up call to Marriott that it’s unlikely that will yield an automatic upgrade. I do still question the value and point of checking in on-line unless they have or until they put in place some logic that can upgrade me. I still feel more comfortable checking in at the front desk and trying to have a pleasant conversation about upgrade opportunities.
The only hint I can offer, at this time, is to look at the room types on the app or website beforehand so you can be a bit more informed about what the specific hotel offers – the corner king, or the suite, or room with a view.
I’m still left uncertain, unsatisfied and curious why we there is not more transparency to our upgrade availability and opportunity. Good luck out there.
