You want your upgrade that you’re entitled to? That’s £20…
As many of you know getting an upgraded room as a Platinum is not easy, even if it is a defined benefit. Generally hotels don’t follow the policy except when pushed and there are far too many platinum members out there. Most folk can easily achieve it within 10 nights depending on the bonuses available! Net result annoyed members of the PC programme. This example below is typical of a hotel not playing ball…
A visitor to this site passed this story on to me, the background… They booked one night in the Crowne Plaza, Manchester, UK. On check-in requested an upgrade, which was turned down “because all rooms were fully booked” and offered a drinks voucher worth £4. The emails follow…
To: CPM Guest Relations <firstname.lastname@example.org>
I’ve just checked in and as platinum member and was told there were no rooms for upgrade – a quick check of your website reveals otherwise.
Can you explain why?
<Screenshot of booking screen showing free club rooms>
The response follows an hour later..
Thank you for e-mail regarding a complimentary room upgrade.
As I am sure you are aware complimentary room upgrades are subject to availability, and as explained in your welcome envelope a complimentary room upgrade is unavailable on this occasion. Please accept my sincere apologies for any disappointment this may cause, unfortunately we are unable to offer all Platinum Guests a room upgrade this is due to the number of complimentary room upgrades available and the number of guests we have arriving on a daily basis and the size of our club lounge. If all platinum guests were given access to the lounge this would result in a health and safety issue of overcrowding. As a gesture of our regret that an upgrade and access to the club lounge is unavailable we do offer a complimentary drinks voucher that can be redeemed in the Glasshouse Bar.
As a hotel we have club rooms available to purchase for new reservations and guests wishing to upgrade at the point of arrival, if you wish to purchase a club room the upgrade fee for this is normally £30 – £40 depending on the room type chosen, on this occasion however and due to your dissatisfaction I am happy to offer this to you for the discounted price of only £20.
If you would like to accept this offer please contact me on this e-mail address and I will gladly arrange this for you.
Guest Relations Manager
So the bottom line is, if you want to get the upgrade that your status entitles you to then you must pay £20, and be thankful you’re not being charged £40. This looks like a breach of the T&C’s, as I haven’t read anywhere there is a limit of upgrades (extract from T&C’s below) – I’ve asked the contributor to go to PC customer service and see what they say.
Hotel Room Upgrades for Platinum Members: Platinum level members will be offered a complimentary upgrade, as determined by the hotel, which might include rooms on higher floors, corner rooms, newly renovated rooms, or rooms with preferred views. The upgrade will be offered at time of check-in, based on availability, and will only apply to the member’s personal guest room. The hotel is not required to upgrade members to suites or specialty rooms. Upgrade benefit will not apply to rooms booked as a Reward Night reservation. Source
Ultimately if there are more platinum guests than space, then sure you should upgrade the first 15 of them (or what ever the capacity) until full.