A LoyaltyLobby reader sent us a case where Hilton had processed Global Automated Upgrade based on their Diamond status, but then the hotel, Hilton Yancheng, had downgraded the suite to an executive room.
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Here’s the message from the reader:
I hope to share with you my experiences of being downgraded by HILTON YANCHENG just one day before arrival when I was about to APP-check in.
Well, interestingly, I have read your relevant post, in which you were doubtful if hotels would pushback upgraded booking by the auto system.
That DID happened to me “-( I was automatically upgraded to a Deluxe Suite 72 Hrs prior to my arrival and was manually changed by hotel end to Executive Room.
As it was low season now, hotel actually has an abundant number of Suites unsold, it is apparent that it doesn’t like to give me a suite , partly , i guess, because my rate is quite low.
It was such a joke. I don’t really see the point of Hilton introducing this online system, if hotel has the final say about everything, what’s the difference and why take the trouble and time to create such an added “benefit”
By the way, I contacted HH teams immediately, what i got in reply is sorry, and they will follow up and let’s see what happened.
I will keep you updated after this stay. I hope you can write a post about it , reminding members of such downgrade possibility.
The reader on the second email forwarded us the confirmation from Hilton about the upgrade and message from the Guest Assistance:
YES，I did. Same like what you have posted and shared from other members
But I didn’t get a screenshot of the upgraded suite ( I thought it was final, hotel wouldn’t change)
Well, I did contacted online hilton customer service, and he checked for me …
He said it was upgraded by system 72hrs before to an suite but somehow was modified by hotel then.
I kept this record for future use when i arrive hotel.
by the way, did any one of your members or friends report to you if they had similar experiences of being downgraded upon arrival day?
We were in touch with the Hilton spokesperson, who confirmed that automated upgrades should not be canceled by the hotel:
We are looking in to this instance/case. To answer your question, hotels may not rescind a complimentary, space-available room upgrade once it has been confirmed and communicated to the guest.
The reader did the right thing and contacted Hilton customer service and opened a Guest Assistance case that costs the offending hotel $$$. I would ask for a Be My Guest voucher as compensation.
It would be interesting to know if other readers have been downgraded from their upgraded rooms and suites that the Hilton’s Global Automated Upgrades had processed? If you have any experience, you can always drop me an email.
I have had somewhere between half a dozen to a dozen upgrades processed by this automated system, and absolutely no issues yet.