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SPG suite upgrades. Why does it have to be fight everytime!
I’ve made a huge rant today checking in SPG sheraton in sydney. I was staying 2 nights seperate bookings due to award nights i was able to redeem.
There was a suite this night and none the second night on their SPG site. fine. I asked whether i can get upgrade. Agent gave me the lowest category room. then she upgraded to a better view, same size room. Ok I told her i can see availability for suite tonight. I’m happy to have a suite for one night and the other night in another room. Manager flatly refused. Said it must be during your entire stay. (Yes, I’ve read that) but usually they will let you if you are happy to change rooms. However, it is 2 separate bookings so theortically if i checked out and checked back in, its a different night. HE also said you must leave the hotel for 24 hours to become a separate stay. He said I was able to get it if i cancelled the second night which i tried to do contacting platinum concierge.
Platinum concierge alerted me it should be fine to do this and spoke to the manager. Manager refused to speak to the concierge and flatly refused my rights. He told me once he came out of his office that the suite is now sold. this was at 11:30pm. absolutely bulldust. I was so aggravated with the whole situation i told concierge to move me over to the westin tonight. They wouldn’t do this unless the sheraton was happy to cancel the booking without charges.
Absolutely terrible customer service and a shame to be honest. I have stayed in other SPG hotels and they let me do this. There was no issue at all. What do you guys think? I’ have raised this with SPG to see what happens.