Getting an upgrade...what's the etiquette?

[elaw]

During our last trip we got upgraded ... we werent really asking for an upgrade but actually asking for a specific room/view. It was earlier this year at the WL ... we asked for a specific room (it was noted in our reservations) and it was not available upon check-in so the CM asked us if the Jr. Suite right next to it and one floor down with the same view would be acceptable and of course we said yes.

[tlseege]

Just in September we got our entire group upgraded to Royal Guest rooms at POR. Why... because I simply asked if they had any available. He moved us all over, free of charge.

[nikki7680]

I was told recently by a CM that they actually encourage asking for upgrades. She told me they would rather see an empty room get used than it just sit there. I figure it doesn't hurt to politely ask if there are any rooms available and how much it would be to upgrade. If they come back and the price is too high, then you can politely decline. But I am guessing that in the end, they will probably give it to you anyway, depending on your attitude. I would think most of the CM's like to pass along some magic to people. My guess is your attitude will help with them wanting, or not wanting, to pass that magic along to you!

[goofy4tink]

Originally Posted by nikki7680

I was told recently by a CM that they actually encourage asking for upgrades. She told me they would rather see an empty room get used than it just sit there. I figure it doesn't hurt to politely ask if there are any rooms available and how much it would be to upgrade. If they come back and the price is too high, then you can politely decline. But I am guessing that in the end, they will probably give it to you anyway, depending on your attitude. I would think most of the CM's like to pass along some magic to people. My guess is your attitude will help with them wanting, or not wanting, to pass that magic along to you!

While I sort of understand what you're saying, I have to wonder. If I checkin at POR, and ask if there are any upgrades available, you are saying that the CM say it's better to fill an empty room?? But, the room I would have been in is now empty as well. So, there are still going to be the same number of empty rooms. Believe me...a lot of the CMs really don't much care about passing along magic these days. So, sure go ahead and ask. All they can do is say nothing is available.

[scjo68]

Originally Posted by reiella

Only times I've heard of someone being told the reason is when it's being done to resolve a room problem that the customer discovered [ie, Snake in the Room].

I would need an upgrade (or at least a new room) and possibly a tranquilizer!

[VAfamily1998]

Originally Posted by goofy4tink

While I sort of understand what you're saying, I have to wonder. If I checkin at POR, and ask if there are any upgrades available, you are saying that the CM say it's better to fill an empty room?? But, the room I would have been in is now empty as well. So, there are still going to be the same number of empty rooms.

That, and also wouldn't many "upgraded" rooms take more in resources/employee hours? I mean, if a couple with 2 children is upgraded from a standard room (2 Queen beds) to the 2 bedroom Presidential suite with more beds (more sheets to wash) more bathrooms (so more bathmats to wash, more to clean) a separate living room, dining area, etc....that's going to take a lot longer for housekeeping to clean than the original standard room...why would they upgrade someone to a room like that just so it wouldn't be empty?

[Missytara]

Originally Posted by nikki7680

I was told recently by a CM that they actually encourage asking for upgrades. She told me they would rather see an empty room get used than it just sit there. I figure it doesn't hurt to politely ask if there are any rooms available and how much it would be to upgrade. If they come back and the price is too high, then you can politely decline. But I am guessing that in the end, they will probably give it to you anyway, depending on your attitude. I would think most of the CM's like to pass along some magic to people. My guess is your attitude will help with them wanting, or not wanting, to pass that magic along to you!

Yes, that is true for a hotel. Basically most of the rooms are the same.

I would say if a front person at a resort who upgraded someone to another room that was more work (just to, as you say, "keep the client happy") would be met with alot of angst from management. Why waste resources spreading people out; a desk clerk has no concept of stocks and the bottom line.

They do it to keep the staff more efficient, which means they have more profits by consolidating people into one area during slow times. They also do it solely for marketing purposes, such as cruises, where they hook you into booking up one more category. Been there many times and it worked.

[larryz]

Originally Posted by VAfamily1998

...why would they upgrade someone to a room like that just so it wouldn't be empty?

Guest satisfaction?

[Polydweller]

Originally Posted by larryz

Guest satisfaction?

How is the guest not satisfied with their room if they haven't seen it? You upgrade for guest satisfaction if there is something physically wrong with the room or if the hotel thinks the person is likely to return and buy that room. So yes, good will is a criteria but there are always other business criteria at work at the same time. Remember the hotel is a business and as such e earthing is done for business reasons.

The best way to get a free upgrade, and this is with my hotelier hat on, is to ask for a paid upgrade. Hotels want to give you that good will feeling by surprising you with the free upgrade. If you don't get one you can always turn it down when you hear the price.

The worst way to get a free one is to Sk for a free one. So sure, ask for a paid upgrade, that is always ok but avoid asking for free.

[gwynne]

Originally Posted by goofy4tink

While I sort of understand what you're saying, I have to wonder. If I checkin at POR, and ask if there are any upgrades available, you are saying that the CM say it's better to fill an empty room?? But, the room I would have been in is now empty as well. So, there are still going to be the same number of empty rooms. Believe me...a lot of the CMs really don't much care about passing along magic these days. So, sure go ahead and ask. All they can do is say nothing is available.

Just pondering this...I have to believe that CM's see a lot of folks who (with great cheer and enthusiasm ) ask about upgrades. I don't do it, because I think it would be annoying. You know, here comes another one, asking me to give them something they weren't will to pay for. Some guest do book the room they want, and say a happy thank you as they check in. No wheeling and dealing...I'm not convinced the CM was giving the poster a few posts up (#33)
the straight scoop about asking for one. Maybe he/she was having a bad day and decided to pass along a little disinformation.

Now, on the other hand...I think it's fine to walk up and say, is it possible for me to pay for an upgrade today? Is there availability for my dates?
Where is Rusty Scupper when we need him???? Rusty? What say you?

[aubriee]

I've received several free upgrades, but would never ask for one. To me that's just rude and puts the CM in an uncomfortable position. Looking at it from a CM's view that would be the one person I would not upgrade (would feel like they were asking for something for free, that they were not willing to pay for). Plus there have been numberous resort CMs that post here on the DIS, say that asking for a free upgrade is the best way to assure you do not get one. Saying that, as an AP holder I go to WDW 4-6 times a year and have been upgraded from standard views to water/pool views multiple times (usually have the best luck at CSR for some reason). However, I have also been upgraded to water views at YC and BW and just last month (Sept 1st-8th), we had booked a pool view at AKL and found we had been upgraded to wonderful Savanna view facing the Arusha Savanna. We arrived at AKL around 4:00pm, so was not a early check in. We had been apparently been upgraded prior to arrival, by the room assigner, because as soon as the desk CM put our info in, he smiled and told us we had been upgraded to a really nice savanna room, in that first pod of rooms, so really close to the lobby. I thanked him and asked why. He smiled back, said "Pixie dust abounds here", then laughed, pointed at my 79 y/o mom, who was with me and said, "No, really it was because of her". In other words, he didn't know. I always book the category I know I will be happy with, and if I get an upgrade it's just pixie dust. I'd definitely book a pool view, instead of a standard room at AKL. The price difference is only like $10.00/night.

[DebbieB]

Originally Posted by nikki7680

I was told recently by a CM that they actually encourage asking for upgrades. She told me they would rather see an empty room get used than it just sit there. I figure it doesn't hurt to politely ask if there are any rooms available and how much it would be to upgrade. If they come back and the price is too high, then you can politely decline. But I am guessing that in the end, they will probably give it to you anyway, depending on your attitude. I would think most of the CM's like to pass along some magic to people. My guess is your attitude will help with them wanting, or not wanting, to pass that magic along to you!

I used to travel on business frequently to St Paul MN and always stayed at the same hotel. I got to know the front desk guy and one time I was given a complimentary upgrade to a small suite. The last 2 or 3 times I stayed there, they were asking if I wanted to pay for an upgrade. I said no, I'm on business. The front desk person said "well you can pay the difference yourself". No, sorry. The way they were pushing it, my impression was they were getting compensated for each one they sold.

One thing to keep in mind is there might be empty rooms on your arrival day but they have to look at the entire length of your stay to be sure that they don't take a room that is reserved later. So the longer your stay, the less likely there will be an upgrade available.

[reiella]

Originally Posted by Tigger's ally

Somebody would ask to be moved just because a snake was in the room? Cowards, cmon dudes, it's Florida.

http://www.disboards.com/showthread.php?t=2116495 is a fun thread. It does have the fun link to someone finding a snake's nest in a room at the Contemporary.

[sunsetbeachgal]

On a prior trip staying at ASMu we were traveling with family members who had a family suite reserved (we had two standard rooms reserved). At check in I nicely asked the CM if it would be possible to be upgraded to be placed near the other family members and they cheerfully accommodated us--one family was upgraded from standard room to family suite and the other (DH and I) were in a preferred room just a few rooms away. It was greatly appreciated!

[fla4fun]

Originally Posted by goofy4tink

While I sort of understand what you're saying, I have to wonder. If I checkin at POR, and ask if there are any upgrades available, you are saying that the CM say it's better to fill an empty room?? But, the room I would have been in is now empty as well. So, there are still going to be the same number of empty rooms.

Think of it from this angle . . . .

If you booked a standard view room, that is the cheapest room in the resort. If they can move you to a more expensive room that didn't sell, then someone else looking for a bargain may book that standard view room (hotels do still get walk in traffic). They would be more likely to sell the lower priced room to a walk in at rack rate than they would a higher priced preferred or water view room. They might also want to free up the standard view rooms to allow upgrades from an overbooked value resort. The POR guest is happy because they got a preferred or water view room upgrade, and the value guest is happy because they got a value to mod upgrade. If the lower price room goes unsold, then they are no worse off financially because the same number of rooms are occupied.

Of course, they could have just been overbooked in a specific category and not wanted to say so, and so given the "empty room" story instead. No hotel wants to admit they overbook, even though they all do.

I don't see anything wrong with asking how much it would cost to upgrade from your current room category to a higher one. I do think it's a bit rude to expect to get the upgrade for free. If they give it to you free, great, but paid upgrades are often cheaper than it would have been to book the higher category in the first place, so it can still be a winning situation.