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Upgrades are less frequent now that hotels have implemented sophisticated revenue management practices, but they’re still common. They tend to occur when a hotel is sold out because hotels often oversell lower-rated inventory and must upgrade in order to fill all rooms. If you travel frequently and never get upgraded, you might want to take a good hard look at your travel habits.
Why everyone else gets upgraded:
1. They pay a high rate. The higher your rate, the better your chances of being extended special favours. That’s why government employees fall at the bottom of the pecking order when it comes to upgrades. If you want to be bumped up to the presidential suite, your odds will increase if you book the next highest category.
2. They book direct. Third-party websites like Expedia skim up to 30% off your rate, which makes you a low-rated guest in the eyes of the hotel no matter how much you shelled out. If you book direct, the hotel gets the full rate, which bumps you up in the upgrade hierarchy.
3. They’re loyal. Even if your hotel doesn’t have a loyalty program, it likely tracks stays. As a frequent guest you should get priority when upgrades are available.
4. They ask nicely. As a hotelier I’m loath to advise travelers to request something for nothing, but if you really want an upgrade then ask. If you’re too shy, ask the agent what she recommends for a nice room or good view. Front desk staff are more powerful than you think. If you ever get a lousy room, think about how you behaved at check-in. If your request is declined, be gracious and don’t take it personally. Hotels want you to be happy, but they’re a business.
5. They have a good reason. If you’re celebrating a special occasion, tell the reservations agent. But don’t expect her to upgrade you; she’s trained to squeeze every possible dollar out of you. Ask her to note the occasion in your reservation and be specific about the type of room you want. The front desk reviews special requests on day of arrival and tends to have a soft spot for special occasions. Whatever you do, don’t lie. You might get an upgrade, but you’ll go to hell.
6. They arrive late. In a full-house situation hotels often wait until late in the day to upgrade because they can save costs if there are no-shows and the suites go unoccupied. It’s the after-midnight arrivals who often get the penthouse suite. Of course, this only happens when you’re alone, are exhausted, and have a 6:00 AM flight the next morning.
7. They’re important. And by this I don’t mean self-important. The sad reality is the people who can most afford to pay for a suite are the most likely to get upgraded because hotels want to impress them.
8. They have a legitimate complaint. Speak up if you’re not happy with your room or have been mistreated. But don’t complain for the sole purpose of getting an upgrade—the hotel will be reluctant to give it to you.
Why you don’t get upgraded:
1. You’re obnoxious. Did you demand an upgrade rather than ask nicely? Did you drop the owner’s name—and mispronounce it? Were you wearing sunglasses?
2. You slipped the bellman a $20. An article I came across makes this ludicrous suggestion. First of all, you tipped the wrong person. Bellmen have no control over hotel inventory. But don’t tip the front desk either. That’s not tipping, it’s bribery. You’re asking the employee to do something that could get her in trouble.
3. You’re obsequious. Another article recommends informing the desk agent you’ll write a note to management about how helpful he was if he upgrades you. This is as unsavory as slipping him a $20 and will likely produce the same result. If you’re happy with his service, write the letter, but don’t use it as a bribing tool.
4. You’re staying too long. One- and two-nighters have a better chance of getting upgraded because they tie the suite up for less time. If you’re staying longer, being willing to take a suite for a night or two and then switching back might help your chances.
5. You’re cheap. Many hotels give upsell incentives to front desk staff, so don’t be surprised if you inquire about a better room and get a sales pitch. The differential can cost far less than through reservations. It’s not an upgrade, but it’s still a great deal. If you can’t afford it, politely decline. You might get bumped up anyway.
6. You called the general manager. Several “travel gurus” recommend this tactic. As a former GM I assure you it’s no way to ingratiate yourself. GMs love hearing from guests, but not if they’re angling for a free upgrade.
7. Your profile is flagged “do not upgrade”. Guest profiles record more than your favourite colour of M&Ms, they also record bad behavior, like when you wigged out when you didn’t get an upgrade on your last stay. If you’re abusive, rest assured your profile will be permanently red-flagged.
8. You arrived with a trunk-load of booze and a four-piece band. Hotels covet their suites and will not upgrade if they think you won’t respect the space. In the past I’ve upgraded people and they’ve held a raucous party in the suite. Not cool.
If you are lucky enough to get upgraded, don’t forget to acknowledge the people who made it happen. If you do all the right things and still never get upgraded, don’t get all paranoid, sometimes it’s just the luck of the draw. And remember, the only surefire way of getting that suite or heart-shaped vibrating bed is to cough up.
2 comments:
I don't have it in me to ask for upgrades, so when it happens I am very appreciative.
Have you ever seen the CSI episode about the death room? Apparantly it's the last room in the hall, next to the stairway, where you are most likely to get murdered. Needless to say, the death room has become something of a joke in our family. - Mika
Hey Mika, No I haven't heard about the "death room" but, alarmingly, you just described my favourite type of room. Sounds like great material for, say, a murder mystery... DC
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