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

[fdecker]

Remind me to never stay in a hotel in Ontario Canada or Clermont Florida

 

[fdecker]

Don't be sad Missytara, they/we weren't talking about you. This isn't condescending:

"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."

This is:

"why would someone feel that they, above everyone else, deserves a FREE upgrade?"

and

"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"

In fairness to the first quote, the OP of that one probably did not intend it to be condescending, they were expressing their feeling or frustration. Nevertheless, there were a few negative responses based on what appear to be personal bias rather than fact.

 

[DisneyMomx7]

Remind me to never stay in a hotel in Ontario Canada or Clermont Florida

Wow - a little rude?

The OP asked for opinions. Many of us gave the opinion of "don't ask or expect a free upgrade, but if you get one that really will be pixie dust".

I too wonder why people expect that they should be given the free upgrade - are the better or more deserving than the person who checked in right before or right after?

Maybe you post should say never stay in a WDW hotel as several people have told you the best way to ensure that you don't get a free upgrade is to ASK for a free upgrade.

 

[k&a&c'smom]

After reading some of the posts, I am saddened by the attitude of some of the posters to their customers!! We own a business, and would never, ever, punish a customer for simply asking for something. We may or may not be able to give it, but simply asking doesn't brand them a bad customer that deserves lesser service.

There is a partial truth out there that businesses will only help or cater to those who are nice, when we all know many people who get what they want by demanding it. I would like to say in our business we only do extras for those who deserve it, but if I'm honest, I have to admit we often give more to those who are difficult to deal with - simply to get them out the door with the least effort, or for customer recovery. The customers who never complain are our favorite customers to deal with, but might get less in some situations simply because we are dealing with the problem customer. On the other hand, they often get in ahead of those we know are more difficult, because they are easier and quicker to deal with.

When I say "problem customer" what I really mean is the more vocal or pushy customer. Sometimes, these people are just selfish or feel they should always push to get a better deal, thinking that's the way of the world. They are rarely happy no matter what you give them. These customers we are more than glad to see the back of - but they are few and far between. Far more often, when a customer is upset or demanding, they are feeling taken advantage of and don't know how to express it. If you, as the business owner, are able to deal with them in a calm, fair way, they often respond and are even sheepish at their previous behavior.

We prefer to keep all our customers happy, and turn each one into a great customer, rather than push away those we find difficult. Maybe that's just us.

 

[MrsDuck]

Don't ask.

 

[fdecker]

"Maybe you post should say never stay in a WDW hotel as several people have told you the best way to ensure that you don't get a free upgrade is to ASK for a free upgrade"

Wow-A little rude? Maybe you didn't notice my smiley when I said that about the 2 posters who seem to me to be a little weary of dealing with guests in their jobs.

Anyway, you are missing the point. People are wanting to know what the policy at WDW is and to not miss out on something because they didn't ask. The question was answered. But what makes you automatically think someone thinks they are more entitled to something than you are just because they want to know if there is anything different now than when they reserved the room? How do you know if you don't ask? The person in front of you doesn't get anything because there really is nothing available. You step up and ask and someone hits one more key just to check status and sees a new memo that managment wants to fill a different room class or there was a cancellation and you were in the right place at the right time. How is moving someone to a room that would go unused and creating customer good will that can translate into repeat visits bad business? How is the business losing money?

Also two people that work at hotels or a Motel 6 somewhere on the planet is not a consensus. Getting insight from the CMs who posted gives better insight. Doesn't it seem a little vindictive to you that some people's attitude is "I'll be damned if I give them anything now if they ask for it!" Show me in the employee handbook where that is the policy.

To take the other side, if a guest seemed entitled or was rude themselves, you aren't going to be induced to go out of your way to accomodate them. But we aren't talking about demands here, just polite questions or requests. If I asked if there were any specials I wasn't aware of at booking or if there was any chance of getting a pool view room, why should that be met with disdain?

The ice cream/t-shirt example is a poor one because it implies the guest knew of a policy where people in the past had gotten a free t-shirt and had expectations that instead of just cleaning up, they could get a free shirt. Requesting and expecting are different things.

 

[*Fantasia*]

Ok.. fire code.. we get it.. But why can't Disney build another moderate that will fit 5 people? Or a value resort that fits 5 people, but not a suite? Why can't a group of 5 fit at CBR if CBR is bigger than POR?

Let's not do any flaming here.. I'm just asking a few questions. Thank you kindly.

 

[Missytara]

Ok.. fire code.. we get it.. But why can't Disney build another moderate that will fit 5 people? Or a value resort that fits 5 people, but not a suite? Why can't a group of 5 fit at CBR if CBR is bigger than POR?

Let's not do any flaming here.. I'm just asking a few questions. Thank you kindly.

It is not the size of the overall resorts. If you are modifying an existing resorts, you have to look at the length and width of the corridors, as well as the distance to each exit to grade. POR AB was able to comply with that with the Fire Marshal's office. POR mansions and CBR are not.

As for building resorts that are in demand, Disney has run the numbers. Apparently, currently they were in need of a high end deluxe DVC resort. That is what is currently under construction right now.

When they back to needing more resorts that fit 5, it will come back around.

 

[sydneysmom]

Don't be sad Missytara, they/we weren't talking about you. This isn't condescending:

"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."

This is:

"why would someone feel that they, above everyone else, deserves a FREE upgrade?"

and

"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"

In fairness to the first quote, the OP of that one probably did not intend it to be condescending, they were expressing their feeling or frustration. Nevertheless, there were a few negative responses based on what appear to be personal bias rather than fact.

Since you quoted me directly, I feel compelled to answer.... no, I did not mean this to be condescending. It's a genuine question.... wouldn't the reason for asking for an upgrade be because you feel like you deserve one? What about the next family in line? Aren't they also worthy to get one then? So I'm asking an honest question. There is nothing condescending about it. And I also prefaced my reply as stating that I was nothing personal against the OP... just a question. No need to be so angry towards everyone who has a differing opinion.

 

[DisneyMomx7]

"Maybe you post should say never stay in a WDW hotel as several people have told you the best way to ensure that you don't get a free upgrade is to ASK for a free upgrade"

Wow-A little rude? Maybe you didn't notice my smiley when I said that about the 2 posters who seem to me to be a little weary of dealing with guests in their jobs.

Anyway, you are missing the point. People are wanting to know what the policy at WDW is and to not miss out on something because they didn't ask. The question was answered. But what makes you automatically think someone thinks they are more entitled to something than you are just because they want to know if there is anything different now than when they reserved the room? How do you know if you don't ask? The person in front of you doesn't get anything because there really is nothing available. You step up and ask and someone hits one more key just to check status and sees a new memo that managment wants to fill a different room class or there was a cancellation and you were in the right place at the right time. How is moving someone to a room that would go unused and creating customer good will that can translate into repeat visits bad business? How is the business losing money?

Also two people that work at hotels or a Motel 6 somewhere on the planet is not a consensus. Getting insight from the CMs who posted gives better insight. Doesn't it seem a little vindictive to you that some people's attitude is "I'll be damned if I give them anything now if they ask for it!" Show me in the employee handbook where that is the policy.

To take the other side, if a guest seemed entitled or was rude themselves, you aren't going to be induced to go out of your way to accomodate them. But we aren't talking about demands here, just polite questions or requests. If I asked if there were any specials I wasn't aware of at booking or if there was any chance of getting a pool view room, why should that be met with disdain?

The ice cream/t-shirt example is a poor one because it implies the guest knew of a policy where people in the past had gotten a free t-shirt and had expectations that instead of just cleaning up, they could get a free shirt. Requesting and expecting are different things.

You are asking what the WDW policy is on upgrades?
Has anyone ever told you that the policy is give the free upgrades to anyone who asks?

You don't seem to be talking about guests who ask if there are any pool view room available and are willing to PAY for the upgrade - it's all about free upgrades and "pixie dusts".

Sorry that you don't want to listen to any of the many posters (include some who WORK for Disney) that say the best way not to get a free upgrade is to ask.

To each their own - I would never be nervy enough to expect something for nothing. Now if it's genuine "pixie dust" I would be just as thrilled as the next person. If I want a waterview bad enough I book it. If I can afford CL I book it. What is wrong with advising people to book what they want within their budget and not to expect something more.

 

[GBBTomorrow]

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."

This makes a lot of sense. The one time we received an upgrade, it was an absolute surprise. We had no idea there even was such a thing as an upgrade. We checked in at 11:45 PM at the Contemporary, and I asked the CM for a birthday button for my husband, who was turning 40 at midnight. The CM said, Oh, I have something better than a button, and didn't say anything else. When we opened our room door, we were at the top of the building in a corner room facing the Magic Kingdom. (We had booked lake view in the tower.) Such a magical surprise!!! I wouldn't ask for an upgrade. Just happily accepted it when it happened.

 

[MYD714]

Whether you know it or not, you make little dreams come true everyday. It is the little things that count!

In 2003, we checked into WL at midnight after a long day of work and travel. I was miserable, exhausted, and starving. Our flight had been delayed and I was crabby. We walked up to the front desk and the CM said "I hate to tell you..." I immediately threw my head down the on the counter and said "No. No more bad news!" He smiled and finished saying, "that we had to upgrade your standard view room to a courtyard view room." I wanted to jump the counter and kiss him.

 

[Tink_Or_Belle]

Conversely, has anyone been offered something they DIDN'T take?

DH and I booked a room at the YC in 2009. It was our first stay at a deluxe resort and I was soooo excited. It was a 6 night/7 day trip. I think that's when they were refurbing the resort as I saw pictures of refubed rooms on the internet shortly after our vacation. Anyway, the CM at the front desk asked if we would be willing to move to the Boardwalk and they would give us 1 night for free.

DH immediately wanted to take it (as it would have saved $300), but I really, truly had my heart set on staying at the YC. I almost felt bad telling the CM that I didn't want to move, even though this was not my fault as I think I am entitled to the room I booked. We ended up in a handicap-accessible room which was great because it was right off the lobby.

I am always fascinated by the upgrades people get and the fact that I think I'm the only person who has ever turned down free money...

My oldest daughter and I were offered an upgrade last year and didn't take it. She wanted to stay at Pop Century about a month before our trip they offered to upgrade us to something I forget what is there something with Saratoga in it? anyway she really wanted Pop so we didn't take the upgrade

 

[*Fantasia*]

My oldest daughter and I were offered an upgrade last year and didn't take it. She wanted to stay at Pop Century about a month before our trip they offered to upgrade us to something I forget what is there something with Saratoga in it? anyway she really wanted Pop so we didn't take the upgrade

Oh what a wonderful upgrade!! Saratoga Springs is a villa!! I can understand your daughter not wanting to move there. POP looks more fun with large than life icons and tons of activities there. I hope you guys enjoyed your stay there! It is a fun resort!

 

[buzznina]

I read this thread during my lunch and had a good laugh. My 2 cents Like some PP have mentioned I also believe that if you just come out and ask for an upgrade you will get shot down.
I did find it funny that so many posters put their own spin on the OP question. The OP said they would be happy with the standard room that they paid for, but was wondering if asking for an upgrade would help them get one. No where did the OP say that they "Expect" or "Deserve" an upgrade, yet there are posts implying that. The bottom line is no, there are no sure fire ways to getting a free upgrade and asking directly is probably the worst way.

 

[Samar]

When we were at AKL in 2010, when I checked in, we got upgraded to a preferred room (like 2 doors down from the lobby as soon as we walked in the resort) but it also had bunks for the kids! It was such a sweet surprise and they had also laid out Anniversary chocolates for DH and I the next day

 

[wdwlver]

We've been upgraded a few times. A couple of times have been just out of the blue pixie dust events, we didn't ask, just checked in and got a CL upgrade much to our surprise. Two other times my DH asked at check in what the upgrade cost would be and was fully willing and ready to pay for it. Both times he was upgraded at no cost!

 

[Scott MC]

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.

BRAVO!
Whenever threads like this are started, I always feel bad for the poor OP. Whenever some posters get miffed about the question, I feel like there's something fishy, but I've never been able to put my finger on it. The FD/Room Discount analogy is perfect!

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.

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.

Once again...BRAVO!

I too wonder why people expect that they should be given the free upgrade -are the better or more deserving than the person who checked in right before or right after?

Wowza...no one on this thread, including the OP ever said they expected anything, or claimed to be better or more deserving than anyone.

After reading some of the posts, I am saddened by the attitude of some of the posters to their customers!! We own a business, and would never, ever, punish a customer for simply asking for something. We may or may not be able to give it, but simply asking doesn't brand them a bad customer that deserves lesser service.

You're all class k&a&c'smom. I agree completely!


Dear OP,
I'm so sorry you started a thread that included such a 'hot button' issue. These threads always stir up lots of strong feelings, including mine. I'm actually working hard to remain restrained here. I don't believe you ever intended to go up to the desk and say "Hey there, I..um..only paid the bare minimum, but is there any chance y'all could upgrade me to your finest rootin'-tootin' suite-on the house?" From reading some replies to this thread, you'd think you were going to ask for the stars and moon, and stomp on anyone who tried to get in your way.
Like a few others here, I'm truly disappointed in the replies from some Disney employees on this thread. Staying at a WDW hotel costs a lot of money. That's why so many of us (including me) are constantly hoping for room discounts, FD, AP discounts and the like. As long as a guest politely says something along the lines of, "Is there any chance of an upgrade today?", I can't see any hotel employee having a problem with it. I agree that using the word "free" is a bit forward. I'd be sad to think that Disney CMs deny a guest a planned upgrade because they asked for it before it could be bestowed.
Anyway, my advice is to book the room category you want and be happy with it, but if you are at check-in, seem to have a nice rapport with your CM, and you really want to try it, go with something like "Is there any chance of an upgrade today?" Hopefully, the CM will say one of two things- either "Why yes! How would you like an upgrade to (insert something fabulous)?"....or...."Well, I can upgrade you to (again...insert something fabulous), for an upcharge of (insert insane amount)" and you politely say "No thanks," and head off to your room that you know you'll already be happy with.

Ok I'm done now.

 

[cjsm&d]

We got two upgrades on both ends of a split stay.

We checked into AKL and the CM said that our standard room had been upgraded to a pool view (and it was actually pool and savannah in the distance). We were thrilled!

...So when we were switching over to WL DW and I decided it'd be worth it to upgrade to a better view there also. When we checked in I asked if there were any upgraded view rooms available. The CM said she had one with a woods/quiet pool view. I said I'd take it. She punched in the info or whatever they do and sent us on our way. I asked if it would be attached to our bill, and she said "don't worry about it"

...So to make a long story longer, I see no problem with asking for an upgrade (and hoping for a free one). If they give you a price you can say yes or no. I'd feel funny if I asked for a FREE upgrade, but I think that's a personal choice.

 

[tinkbyday]

Also two people that work at hotels or a Motel 6 somewhere on the planet is not a consensus. Getting insight from the CMs who posted gives better insight. Doesn't it seem a little vindictive to you that some people's attitude is "I'll be damned if I give them anything now if they ask for it!" Show me in the employee handbook where that is the policy.

I really have respected your well thought out responses and agree completely.

I have also booked the category I wanted and have never requested, asked, hinted or assumed I was entitled to an upgrade - I did receive one on one occasion and was very grateful.

I do think, however, as others have said, if a person were to approach the counter and ask how much it would cost to upgrade, is fine - I really don't see why anyone would have an issue with that.

Maybe at the time of booking, the person didn't necessarily have the money and now does or maybe something special happened and they decided last minute - there could be many reasons for a last minute request that would not have anything to do with entitlement or expectation.