When you have elite status with a hotel chain, one of your most coveted benefits is the upgrade. Maybe it’s just to a better view, which matters a lot at a beach resort. Or perhaps it’s to a suite where you can enjoy spending more time in your room or spread out with your family.
Either way you’re getting a lot more room for the money, and possibly getting to indulge in something you wouldn’t be in a position to pay for.
That’s the promise anyway, but upgrades can be hard,
- when hotels are full
- when there are a lot of elite members at a property
- when the hotel chain doesn’t make its independently-owned locations follow the rules
Members often think that the upgrade ‘just happens’. Hotels look over who is arriving that day, see their top status members, and give them the best rooms. And sometimes that happens!
Guests also can be bashful. They don’t want to ask for something they don’t deserve, or get met by a check-in agent who doesn’t see the merit in their request. They take what they’re assigned, and they’re either delighted or they grumble about it. But most people don’t do anything about it.
There are all kinds of things you can do to improve your chances of an upgrade, from communicating with the hotel in advance, to letting them know you’re unhappy with the room you’ve been assigned to once you get there, to slipping the check-in clerk some cash if you’re staying in Las Vegas (or sometimes elsewhere).
The simplest thing you can do, though, is ask about upgrades. Do not assume that you have been upgraded and certainly do not assume you’ve been given the best possible room that you’re entitled to under a program’s benefits. And you do often have to ask.
Here’s a note from the General Manager of an IHG hotel property, explaining why a Diamond elite member was not upgraded even though there were better rooms available: the member did not ask.
[Y]ou are entitled to a complimentary upgrade based on availably and request. If our valued members do not request an upgrade at check-in, we assume they are happy with the choice they have made for their rooming needs at the time of booking.
This hotel’s policy is not to upgrade guests unless they request an upgrade at check-in!
Some guests will check inventory for sale for their dates right before they check in to have an idea of what rooms are still being sold, and therefore what they should be eligible to get upgraded into. If it’s for sale, it’s available! (A room might not have been cleaned yet – and therefore not available – consider if you want to wait.)
All you need to do is ask whether there are any upgrades available? Whether they might be able to extend a further upgrade to a platinum titanium diamond elite? And if it makes you more comfortable, offer a good reason for the upgrade: ‘I’ve heard such great things about this property and was really looking forward to relaxing in a nice big room with a view’ or some such. But just ask. The worst they can say is no.
Again Gary spreading misinformation. Just because a room shows as available on the app for the duration of your stay DOESN’T MEAN you are entitled to an upgrade to it regardless of your status (with exception of Hyatt Globalists). I’m lifetime Titanium Marriott and Hilton Diamond but am not entitled enough to expect a hotel to put me in the best available room. Sure I ask at check if if there are any upgrades available for someone with my status but accept what I am told. Even if the app shows a room available it may not be given as an upgrade for a number of reasons. One you listed is not cleaned and ready. However, also hotels are getting better at yield management so their predictive analytics may show the room historically gets sold (even if only for a night or 2 during your stay) or that it someone would pay to upgrade into it. Both of these are legitimate business reasons not to give away a room that would otherwise generate revenue.
If you don’t like it don’t stay with that company but your options will quickly get limited. Unlike so many entitled people on here I actually understand the competing business requirements of rewarding elite members and maximizing revenue so am always appreciative if I get upgraded but NEVER expect or demand it. Those that do are really just sad and pathetic.
@AC
“do not assume you’ve been given the best possible room that you’re entitled to under a program’s benefits”
You’re sad and pathetic if this is the line you pick out to act self righteous about. T&Cs clearly lay out what members are entitled to, anybody not busy smelling their own farts would not challenge such an innocuous statement.
I don’t think Gary said a room showing as available means that you’re ENTITLED to it, but it does show you that the room type is not sold out.
My script is, “Would you happen to have any Ambassador elite upgrades available?”, and if they say no, or offer something not as good as what’s available to purchase, I’ll say, “Oh, but in the app it looks like the (whatever) rooms are available for sale, are you sure that’s not available?”
When someone is confronted with either giving you the upgrade or having to lie to you, many people will avoid the lie. They may also say something like, I’m sorry but that room type isn’t available for upgrades, which fine, I let it go at that point, but no harm in asking.
Mostly I find that check-in agents WANT to give you the upgrade if you ask nicely, but may not look for them as a matter of habit. Especially if there’s a line behind you and they’re just trying to get you checked in. And in that case asking for the upgrade switches their motivation from save time by not bothering to save time by giving you what you ask for.
As a supervisor and night auditor it’s never hurts to ask but if you are a 3rd party booking it’s a no always, you have no loyalty to us. The morning crew usually move the high loyalty members to their upgrades and what’s left is what we can use if last minute bookings come in but at night I don’t mind at all just be nice.
One other note, if it looks like an upgrade is available but a different room type than what you booked (1K vs 2Q etc), make sure to specify that you’re open to the other room type (hotel will usually only upgrade you to same bed type.) I usually book 2Q as the rooms tend to be a bit larger than 1K rooms, but most suites tend to be 1K.
@AC — It truly is rich for you to accuse @Gary of spreading misinformation, only for you to turn around and do exactly the same thing. No, Hyatt Globalists are not “entitled” to an upgrade even when a room shows as available on the app for the duration.That fact won’t change no matter how often the bogus claim, which was first fabricated and applied to top SPG elites, when Hyatt Gold Psssport did not even offer complimentary suite upgrades. Then when SPG went belly-up, all the bogus claims that were made up for top elites of that program where simply migrated to WoH globalists. The claims were bogus when they were applied to SPG elites, and they remain just as bogus when applied to WoH globalists. I will not post the WoH T&C again.
One has to really be completely stupid to keep believing that there is a hotel loyalty program out there that is required to provide suite upgrades, when these depend on availability, which is at the sole discretion of individual property — and, no, properties do not “play games” with availability when the T&C give them full discretion.
It’s not exactly rocket science…
I agree with @Christopher Raehl re: bedding types. One of my great frustrations is that I may be eligible for an upgrade but it seems that the nicer rooms all have just one bed (excluding a sleeper sofa). Wish all suites could be outfitted with split kings so when I’m staying with a friend we could get upgraded and still each have our own bed,
As an Assistant General Manager of a Select Service hotel, PLEASE look at the room types available before you ask for an upgrade. There are so many hotels out there where the room types are identical and the only configuration is the amount of beds in the room. So instead of getting upset because you didn’t get an upgrade, do your research and realize that that hotel doesn’t have any other kinds of rooms to upgrade you into.
Also, more often than not hotels will pre-block those upgraded based on what is recommended by their elite status tier. Come check in time, If it’s a busy day, there likely won’t be any additional upgrades available.
Something else to consider Elite members will always have priority over special hotel booking platforms (Visa Hotels or Amex FHR) You may think you’re getting a better room because you booked FHR but you have a better chance of getting a more premium room if you maintain elite status and book direct.
Also, as a final note, If you book to the third party, don’t expect any benefits whatsoever when it comes to your elite status. In accordance with the terms and conditions of virtually all hotel rewards programs, once you book through third party, your status, perks and earning is null and void for that stay.
I have been a Hilton Diamond since 2018. My upgrade rate runs about 50%. But, yeah…you need to ask. My strategy…don’t check in on the app as now you’ve already picked a non-upgraded room yourself. After a bit of friendly banter with the person at the front desk…I usually just say, “is the hotel very busy right now? Are there any available Diamond upgrades?”
If it’s no…it’s no. I’ve been able to score anything from a corner room with a better view all the way up to a suite. But, you have to go into it expecting you’re getting the room you booked. (Note: as Hotelier mentioned: if you’re elite, avoid third party bookings at all costs.)
There’s some very solid advice in the comments— something I wish would;d happen more often here. Approach room upgrades with the understanding and attitude that you are “entitled” to nothing. Asking whether there are any Diamond upgrades at Hiltons and any Titanium upgrades at Marriotts has yielded me about a 50% success rate.
Really getting tired of these click bait type “articles”.
Seriously, many hotels have basically all the same type of rooms, like most Hampton Inns.
There is nothing real to “upgrade” to.
Most elites know when to ask and when it isn’t worth the time. With Hilton I often never interact with staff and that is fine with me
So many folks just want something else they can get angry/upset at …
This was interesting to read:
“Something else to consider Elite members will always have priority over special hotel booking platforms (Visa Hotels or Amex FHR) You may think you’re getting a better room because you booked FHR but you have a better chance of getting a more premium room if you maintain elite status and book direct.”
But I have found that I do better as an elite with Amex FHR rates than I do as an elite who books directly on the hotel brand app/website for the very same hotel. Definitely get late checkout more easily on FHR rates. Also, I seem to be more likely to get layered upgrades on FHR rates where my elite status information was left out of the booking and not auto-matched by the hotels. And if we are talking about Hilton or Marriott properties in the US, the FHR breakfast is usually as good or even better than what Marriott and Hilton provide Platinums/Diamonds.
My experience is similar to @TravelWarr’s, about 50% with Hilton although not all “full” upgrades like suites.
My process is pretty simple. I only stay at Hiltons so not sure if other chains have something similar but when app chat opens up 72 hours beforehand I send a nice message asking them to check for any Diamond upgrades. If yes, great! If no, I thank them for looking into it and move on. Sometimes they say check back the day of, but I’m too lazy — it is what it is at that point. The upgrade, especially the suites, are all in good fun for me. I really don’t need to be in one, it just makes for a good travel story to remincense upon.
I actually think this was a decent article with most comments being civil. From my perspective, I usually reach out to the hotel when the ‘chat’ function opens up on the app. I’ve had mixed responses as a titanium but almost always the are willing to put in a request and occasionally upgrade immediately.
I like how Christopher Raehl approaches this. I’m going to steal some of your language for next time.
More often than not I’ve got an upgrade in the works due to a Hyatt Cert (which I’m pretty sure is guaranteed), Bonvoy Titanium SNA (mixed results), or Hilton Diamond.
I’ve learned several things: Even if you’ve already been upgraded ask if there is anything better available. The one bed or two beds option should always be mentioned. Now I always text the hotel ahead of time and let them know if we’re there for a special occasion or “I’ve never stayed at your property before, is there a great room I could try out?” For properties I’ll be returning to I make a point of giving a generous tip to their staff that handles emails and texts so that they might remember me next time. Got free access to club lounge at a Ritz for one stay.
Sometimes there will be an offer for an upgrade “for a fee”. We’ve stayed in some of the nicest rooms ever for a relatively small fee. Mission Pacific Bohemian Suite was definitely worth a bit more…