To ask or not to ask for an upgrade? Advice please

[TheRustyScupper]

FREE UPGRADES:

1) Yes, that is how it works.
2) There are very specific rules for pre-check-in upgrades.
3) We won't go into them, but there are three main reasons.
4) When performed, the room assigners ("ROOMS") must detail the reason.
5) The reason is not random, but the guest getting the upgrade IS random.
6) When a pre-check-in upgrade occurs
. . . the room assigner makes the upgrade and assigns a room number
. . . when the guest name is pulled up, the new room category/number is listed
. . . in the REMARKS field, the reason for the upgrade is listed
. . . all upgrades have to be rationalized, so this is the cross-reference
. . . the reason is NEVER revealed to the guest
. . . if asked, the Front Desk CM is supposed to say "It is Pixie Dust.".
7) Free Upgrades do happen at the check-in desk
. . . the CM has control over deciding/recommending an upgrade
. . . if they like you or have other reasons, they can request an upgrade
. . . the upgrade is *usually* granted by ROOMS or the FSA
. . . the Front Desk CM's do have a decent amount or power
. . . however, in most cases if asked for a free upgrade, the CM will refuse
. . . they usually just say none are available
. . . the CM's believe guests are trying to get something for nothing.
. . . which, they are
. . . if you consider getting a higher priced room for the cost of a lower priced room

 

[SharonZ]

I know that I will get flamed for this -- I read a ton of threads about people wanting to know how they can get a free upgrade, where should they stay where they have the best chance of getting upgraded, what hotel currently is under construction and guests are getting upgraded to a different resort, what will Disney give me because it's my son/daughter/wife/husband's birthday, graduation, anniversary, first tooth lost - you get it - what makes your vacation or special ocassion any more deserving than someone elses?

 

[TXGRMAMA]

There are a couple of ways people get complimentary upgrades at Disney resorts.

By far, most upgrades are assigned in advance of your visit. They're done for Disney's operational reasons - they need you out of the room you would otherwise have been assigned to. It might be that they need to do maintenance, or your room category might be overbooked, or any one of a number of things. Most of the upgrades you read about on these boards fall into this category. It's not something the front desk CM did for them, it was assigned ahead of time.

Even if the CM should have the ability to give out an upgrade (which is not common), they much prefer to make it a surprise for the guest. We've had a number of current and former front desk CMs post here to say that a guest that asks for a free upgrade will never get one, even if they have an upgrade to give out.

If you really, really want to ask, I'd be sure to make it clear that you're intending to pay. Something like "How much would it cost to upgrade to X level?" If they do quote you a price that you don't like, you can always say "no, thanks."

I worlk at the Front Desk of a resort. If you ask for an upgrade, I will tell you the cost and if it is available. if you ask for a FREE upgrade, I will look you straight in the eye and tell you it is not available. Yes there are free upgrades available (usually for operational situations). I have the authority to grant those. But I will ALWAYS surprise an unsuspecting guest, rather than give it to the one who just wants sometihng for free. I have had guests tell me "it is our anniversary, what are you going to do about it?" Or birthdays, etc. (but the rudest I remember was about an anniversary and his deserving a MK view). I will say "happy anniversary, or send a card. But I will not be giving you a free room upgrade. I am positive that you are not the only anniversary/honeymoon guest in our hotel at that time. In fact, I frequently choose the person to give the upgrade from comments on the reservation about honeymoons or special birthdays (such as 70th or so), But not because they ask for it. I truly believe "reserve what you want and pay for it."

 

[Missytara]

I worlk at the Front Desk of a resort. If you ask for an upgrade, I will tell you the cost and if it is available. if you ask for a FREE upgrade, I will look you straight in the eye and tell you it is not available. Yes there are free upgrades available (usually for operational situations). I have the authority to grant those. But I will ALWAYS surprise an unsuspecting guest, rather than give it to the one who just wants sometihng for free. I have had guests tell me "it is our anniversary, what are you going to do about it?" Or birthdays, etc. (but the rudest I remember was about an anniversary and his deserving a MK view). I will say "happy anniversary, or send a card. But I will not be giving you a free room upgrade. I am positive that you are not the only anniversary/honeymoon guest in our hotel at that time. In fact, I frequently choose the person to give the upgrade from comments on the reservation about honeymoons or special birthdays (such as 70th or so), But not because they ask for it. I truly believe "reserve what you want and pay for it."

Thank you. I think that is the best response yet. I feel very strongly that I will pay for what I want; expect nothing more and be thrilled that I am one of those lucky people who can afford to go to Disney at all.

Last year, I took two couples and two children. POR was in the middle of refurbs, we snagged free dining so everyone could go, and we were celebrating the fact that one husband had just returned from Afghanistan. I booked standard, because that is all everyone else could afford. Our only request was connecting rooms and we checked in at 10:00 am with two very tired children.

I was at one station at the check-in desk and they were way down at the other end. I got the info first; our rooms were ready, we were in connecting rooms, brand new refurbished rooms in Acadian House and right near the bus stop.

I bounced all the way down the room like Tigger to tell them and the CM got the major giggles. I left my purse, credit card laying there, wheeled carry-on on the floor, everything. And I was 50 years old. I was thrilled. Whether you know it or not, you make little dreams come true everyday. It is the little things that count!

 

[Polydweller]

Putting on my hotelier hat for this one. Every hotel gives upgrades for their business reasons. One of the reasons is not to lose money. When a guest asks for a free upgrade they are essentially asking me to lose money. As said by others in this thread at almost every hotel if you ask that you will be turned down. So, if you ask for one ask intending to pay for it and don't try to pretend. Front desks in most places are good at recognizing people who are really trying for free and won't give it. Best advice is to always book what you want.

 

[danceintherain]

I bounced all the way down the room like Tigger to tell them and the CM got the major giggles. I left my purse, credit card laying there, wheeled carry-on on the floor, everything. And I was 50 years old. I was thrilled. Whether you know it or not, you make little dreams come true everyday. It is the little things that count!

Lol....I probably would have done the same thing whilst squealing like a little girl.

One way to find out if an upgrade is even possible is to check room availability a few days before your trip. I did this on my honeymoon, and knew very well that I would not be getting an upgrade, because there was nothing available. Yes, I thought about how exciting it would be, but ultimately I had taken the advice around here and had booked the room category I could live with.

 

[PrincessesX3]

thank you for all your responses.

I am completely satisfied with our choice in room, just wanted to know about some "pixie dust" and who has gotten it. I don't feel entitled at all, and sorry if anyone thought this.

 

[DisneyMomx7]

Just remember - "pixie dust" usually happens when you least expect it!

It has happened to us three times (in 15 trips!).

First time we were celebrating DH's 50th birthday. Booked gv at the Poly and we were upgraded to TPV!

Second time was super magical. We gave all our children (and their spouses), grandchildren and my mom a "once in a lifetime" all expenses paid trip to Disney. We booked 4 gv rooms at BC and all four rooms were magically upgraded to CL! Of course after that we always booked cl at BC - we were hooked!

Third time we were chosen as the "Family of the Week" at YC and were upgraded from a wv room to cl!

I never, ever would ask for a free upgrade. I book what I can afford at the time and am happy with that. If "pixie dust" gets thrown my way I'm shocked and ecstatic!

 

[CanadianPaco]

thank you for all your responses.

I am completely satisfied with our choice in room, just wanted to know about some "pixie dust" and who has gotten it. I don't feel entitled at all, and sorry if anyone thought this.

I think the Dis is a place where you should be able to ask any question but not made to feel "wrong" for asking it. It should be safe but sometimes things get misinterpreted. It happens...

I didn't think that is what you meant when you posted. I have often wondered how do these people get these upgrades - we've been 5 times and it hasn't happened to us. Sure I wonder just like you did. I was glad you posted in the first place. No worries...

 

[*Fantasia*]

I think the Dis is a place where you should be able to ask any question but not made to feel "wrong" for asking it. It should be safe but sometimes things get misinterpreted. It happens...

I didn't think that is what you meant when you posted. I have often wondered how do these people get these upgrades - we've been 5 times and it hasn't happened to us. Sure I wonder just like you did. I was glad you posted in the first place. No worries...

ditto! I'm glad you asked. No harm done.

 

[fdecker]

People ask for discounts, it is a game created by business so I disagree about the inappropriateness of trying to join the game. Every hotel in the world does it. You almost expect it, just like you expect there to be FD or a room-only discount. You hear all the time, "only suckers pay rack rate". So I find it surprising that the same person asking every 5 minutes here when the free dining is coming out wants to chastise someone for asking about another kind of "discount". We live in a world of "and if you act now..." and "order in the next 5 minutes and instead of 4 easy payments, we'll reduce it to 3!", etc., etc. So I think it is a legitimate question to ask here if the game is played and how.

That said, I book what I can afford and am thankful for any kind gestures. I always imagine when dealing with any staff person what their job must be like and what things are said and asked of them over and over. So I always smile and say something silly or different, just to make their day. For example, as I am typing this, I think it would be funny to say to a CM, "You always work so hard and make our stay here so special and we want to be your easiest guests. So can you put me in the basement and charge me 20% more and you guys all have a party in the room you were going to give me with the difference?"

I once had to change a flight in Germany. A woman in front of me was the stereotypical "rude new-yorker" right out of central casting. She even had a small dog under her arm. I swear! She was talking loudly in line about going to be late and "what's wrong with these people, let's get a move on!". Then she went up to the counter with a sense of entitlement and asked how they were going to solve her problem and that she shouldn't have to pay a change fee. The agent was polite, but spoke very little English. She gestured, pointed to the rules, spoke a few English words and told the woman she would have to pay a change fee". The woman payed payed the change fee, became even more livid and stormed off. My heart sank. "Great", I thought, "and I'm the next American in line who needs a favor!".

I stepped up and said "excuse me please" and "hello" in German. I tried to say that I needed to change my ticket and under my breath in English said, "Why did I have to follow her?! How do I tell you that all American's aren't like that?". She looked up, smiled and said in perfect English, "I know that Mr. Decker. Let me see how I can help you" My jaw dropped and I said/questioned, "You DO speak English?" and she replied with a sly grin and a wink, "Sometimes it pays to be selective". She then promptly put me on a new flight and waived the change fee.

 

[CFioren317]

People ask for discounts, it is a game created by business so I disagree about the inappropriateness of trying to join the game. Every hotel in the world does it. You almost expect it, just like you expect there to be FD or a room-only discount. You hear all the time, "only suckers pay rack rate". So I find it surprising that the same person asking every 5 minutes here when the free dining is coming out wants to chastise someone for asking about another kind of "discount". We live in a world of "and if you act now..." and "order in the next 5 minutes and instead of 4 easy payments, we'll reduce it to 3!", etc., etc. So I think it is a legitimate question to ask here if the game is played and how.

That said, I book what I can afford and am thankful for any kind gestures. I always imagine when dealing with any staff person what their job must be like and what things are said and asked of them over and over. So I always smile and say something silly or different, just to make their day. For example, as I am typing this, I think it would be funny to say to a CM, "You always work so hard and make our stay here so special and we want to be your easiest guests. So can you put me in the basement and charge me 20% more and you guys all have a party in the room you were going to give me with the difference?"

I once had to change a flight in Germany. A woman in front of me was the stereotypical "rude new-yorker" right out of central casting. She even had a small dog under her arm. I swear! She was talking loudly in line about going to be late and "what's wrong with these people, let's get a move on!". Then she went up to the counter with a sense of entitlement and asked how they were going to solve her problem and that she shouldn't have to pay a change fee. The agent was polite, but spoke very little English. She gestured, pointed to the rules, spoke a few English words and told the woman she would have to pay a change fee". The woman payed payed the change fee, became even more livid and stormed off. My heart sank. "Great", I thought, "and I'm the next American in line who needs a favor!".

I stepped up and said "excuse me please" and "hello" in German. I tried to say that I needed to change my ticket and under my breath in English said, "Why did I have to follow her?! How do I tell you that all American's aren't like that?". She looked up, smiled and said in perfect English, "I know that Mr. Decker. Let me see how I can help you" My jaw dropped and I said/questioned, "You DO speak English?" and she replied with a sly grin and a wink, "Sometimes it pays to be selective". She then promptly put me on a new flight and waived the change fee.

Great post. The condescension of the people ripping the OP for even having the nerve to ask for a free upgrade at a hotel where she has already paid thousands is absurd. I guess it's the difference between travelers in the real world and those in Walt Disney World. Which I guess is appropriate and not surprising.

 

[Polydweller]

Great post. The condescension of the people ripping the OP for even having the nerve to ask for a free upgrade at a hotel where she has already paid thousands is absurd. I guess it's the difference between travelers in the real world and those in Walt Disney World. Which I guess is appropriate and not surprising.

Gee, guess I don't know my own business, the hotel business. Actually, Yep, I do, don't ask for a free one, best way to not get it. Hotels are there to make money not lose revenue.

 

[k&a&c'smom]

I haven't read the whole thread, but thought I would respond to the few posts asking why anyone would expect a free upgrade - the answer is that they are encouraged in nearly every other location BUT WDW.

Every place we visit - except Disney - encourages the guest to ask for an upgrade, either prior to or at check in. We belong to frequent guest programs for many, many hotel chains, and they all ask for a whole list of preferences (e.g. room location, pillow choice, paper choice, bed size). With these memberships, they give you automatic upgrades, and if you don't get it you are more than welcome to ask for one at check in. No one at these resorts chastises you or punishes you for asking.

For example, we recently went to US/IoA, stayed at Hard Rock and PBH. We are members of the All Access Club at Hard Rock - were upgraded after asking at check in from standard view to pool view, the staff were pleasant and perfectly happy to check if there was an upgrade available. No rudeness, rolling of eyes or treating us as if we were scum for even thinking we could get away with something.

We are members of YouFirst program at Loews, so when we moved to PBH, the staff were again more than happy to check for an upgrade - and instead of the automatic upgrade(standard to pool) we were given a deluxe room! Both interactions were perfectly lovely, no rancor or animosity for daring to think we would receive something we "hadn't paid for".

This happens in all the hotels we visit - EXCEPT WDW! So for those wondering why anyone would expect it, or even think they might ask - this is why.

 

[fdecker]

"Actually, Yep, I do, don't ask for a free one, best way to not get it."

Might be true, but don't you think this is an individual thing? Doesn't sound like hotel policy to me, some hotels actually train their people to not offer unless asked. What I'm hearing from here is the individual personal feeling (almost spite) of some people who work at the front desk, "I'm not giving something if someone asks for it!". That's sort of smacks of the "little person with too much power" syndrome. And for 98% of guests in hotels, they are dealing with a hired employee who is given some level of discretion, they aren't dealing with the hotel owner. So it comes down to how a guest is perceived (polite or entitled), what the staffer has been told to do, and what kind of mood that staffer is in or what attitude they have towards guests.

But the bottom line of this point in the discussion isn't about the upgrade at all, but rather the attitude of attacking people for asking about asking! Why is there condescention for someone who is just asking how they might get a better deal? Seems like despite how it might irritate you, you could put yourself in the shoes of a traveler on a budget and who doesn't know your hot buttons and what you are asked 100 times a day. If you don't have patience for that, then maybe you've been in the industry too long and should seek a new career. And I would understand, personally, I could not deal with the public

The "I'll be damned if I give you anything if you ask for it" type of hotel employee is just the kind we all dread having to deal with when we walk up to the counter. If I am polite and professional and catch attitude from a service employee, I cancel my reservation on the spot and tell them I expect a full refund for any deposits do to horrible service. Whatever the policy is, no one has to pay for bad service, that's your fault, not a breach of contract on my part. If it isn't Disney or a sold out convention, there are always hotels to move to.

It is always helpful to be a student of human nature. Most people are reactive and not very much in control of their emotions, just like those here who get immediately defensive and sarcastic instead of being professional and helpful when they are challenged. The key is to diffuse those situations and understand how to interact with someone so that all the parties feel they gained something.

 

[Lynne M]

It's true that in some areas, asking for upgrades is almost expected. Vegas, for instance. It's part of the culture there. You tip the person checking you in, you get an upgrade. That's part of a hotel's business model in Vegas.

At some hotels, members of their frequent traveler programs can get upgrades, so they ask. Again, part of that chain's business model.

Disney's policy is that upgrades are only given in certain restricted situations, it's quite clear that asking works against your chances of getting one, and a front desk CM can be fired for accepting a tip to give an upgrade.

Not all hotels are the same. The OP wanted to know if they should ask for an upgrade at a Disney resort. We're just trying to let her know that at Disney resorts, asking is counterproductive.

 

[TeenaS]

Gee, guess I don't know my own business, the hotel business. Actually, Yep, I do, don't ask for a free one, best way to not get it. Hotels are there to make money not lose revenue.

"Don't ask for a free one, best way to not get it." My business too and I totally agree!

 

[fdecker]

Exactly Lynne, and what a thoughtful and professional way to do so. You are the "evolved" kind

 

[Missytara]

Disney's policy is that upgrades are only given in certain restricted situations, it's quite clear that asking works against your chances of getting one, and a front desk CM can be fired for accepting a tip to give an upgrade.

Not all hotels are the same. The OP wanted to know if they should ask for an upgrade at a Disney resort. We're just trying to let her know that at Disney resorts, asking is counterproductive.

Exactly. That was all of our points. It saddens me when those of us who are frequent posters, answer a question honestly, give an answer someone does not want to hear and we are suddenly condescending.

 

[fdecker]

"Hotels are there to make money not lose revenue."

I want to comment on this because it is one of my hot buttons. And I don't mean this to pick on you so please don't take offense. I am just using this as an example. I feel that our business priorities are misplaced and incorrect and that is why we keep having one financial crisis after another. The attitude of profit or stockholder returns above all else is counter productive. It is chasing the wrong goal. Once the accountants and actuaries take over a company, I believe that is when you need to sell the stock.

I don't believe hotels or any other businesses business is to rake in maximum profit or "make money". The are in business to serve customers. If you bend over backwards to service your customers, the money will come as the natural byproduct. If you chase money or try milking out that last 1% of revenue, you wind up alienating the people you serve and ultimately they leave you. Even Disney is not immune, if they nickel and dime people enough and stop providing the level of service that makes them "magical", they will go the way of Palisade's Park.