I pissed off a lot of people with my post yesterday describing my experience at the Grand Hyatt Singapore. I certainly didn’t mean it as a description of all the ways the hotel failed to meet expectations. It was supposed to be about how generous they were in accommodating someone like me who hadn’t planned his arrival very well. As I said to a friend on Twitter: “The mark of a great hotel is how well the deal with a dolt like me.”
No room available for an early arrival? My fault. I’d heard that early check-in usually wasn’t a problem, but I also didn’t know that Formula 1 was going on that weekend. I definitely would have booked the preceding night if I had done my homework. I just asked for some water and a WiFi password while we waited.
Hospitality room while our suite was being prepared? Totally unasked for, but generous. We didn’t really use it because we spent most of our morning exploring the city, which was our original plan and why we felt like taking a risk there might not be a room available for an early check-in.
All the background I gave about switching rooms was really just providing context to a larger story of how much they had already done for me, unasked, before getting to the one real problem: I didn’t get the suite I wanted, the one I was told I would get when I made the reservation and the reason I didn’t just use points for a standard room. If I was to complain about anything, that’s the only thing that would have come to mind. I even offered to move my one-night upgrade to a different night when the preferred room was available, but I didn’t have to because the hotel’s resolution was better than that.
So now I’m curious to get some feedback from you. What do you think is a reasonable expectation when using a confirmed suite upgrade? (We’ve already determined I’m a jerk, so think in the abstract case.) Does the confirmation apply only to the fact you’ll get a suite–any suite? Does the fact the reservations agent describes the suite you’ve been assigned mean you should expect to get that room type? We know that suite upgrades are extended to subsequent award nights at the hotel’s discretion, but do you think Hyatt should make a change to the Gold Passport program allowing suite upgrades to be applied to award stays?
Diamond members only get four upgrades a year, so how do you decide which stays you’ll use them on, and what are your expectations?