Frustrating (non-)upgrade experiences with FHR (Fine Hotels and Resorts)
#1
Original Poster
Join Date: Nov 2002
Location: YYZ
Programs: Recovering long-time AC SE100K (currently E50K), Accor Gold, Marriott Gold, Hertz President's Circle
Posts: 1,033
Frustrating (non-)upgrade experiences with FHR (Fine Hotels and Resorts)
I've been having hit & miss experiences with the American Express FHR (Fine Hotels and Resorts) program lately.
My understanding of the program is that when you book a room at a hotel through the Amex FHR program, you will be upgraded upon check-in contingent on availability. My reservation confirmations always say "Room upgrade subject to availability at time of check-in". Hence I always arrive hoping for an upgrade, but not expecting one unless there is availability.
Recently at two very fine establishments, I have been refused an upgrade at check-in, not because of lack of availability, but because management claims the room I booked was "not eligible" for the upgrade. That is, rooms were available, but I was told I couldn't upgrade into them. (I'm currently at such a property and in the interest of being polite, I'm not going to mention where I am, although I'm very tempted.)
I have never seen a list of restrictions on the eligibility for upgrades based on room category for any properties in the FHR program. I'm wondering if anyone knows of any such restrictions. Incidentally, I'm booking through Amex Canada, and the only fine print they list on their web site is this footnote:
That is, there doesn't seem to be any restriction on which room types are eligible and which are not. Yet hotels are claiming such restrictions exist. I'm getting pretty fed up with this.
Has anyone had similar experiences? Solutions? Thanks in advance.
My understanding of the program is that when you book a room at a hotel through the Amex FHR program, you will be upgraded upon check-in contingent on availability. My reservation confirmations always say "Room upgrade subject to availability at time of check-in". Hence I always arrive hoping for an upgrade, but not expecting one unless there is availability.
Recently at two very fine establishments, I have been refused an upgrade at check-in, not because of lack of availability, but because management claims the room I booked was "not eligible" for the upgrade. That is, rooms were available, but I was told I couldn't upgrade into them. (I'm currently at such a property and in the interest of being polite, I'm not going to mention where I am, although I'm very tempted.)
I have never seen a list of restrictions on the eligibility for upgrades based on room category for any properties in the FHR program. I'm wondering if anyone knows of any such restrictions. Incidentally, I'm booking through Amex Canada, and the only fine print they list on their web site is this footnote:
7. To receive Fine Hotels & Resorts program (FHR) amenities and rates, reservation must be booked with a Platinum Card in FHR negotiated rates and room categories through Platinum Card Travel Service. Payment must be made with an American Express Card in the Platinum Card member’s name. Room upgrade based on availability. Limit one amenity per room, per stay. Amenity restrictions vary by hotel, are subject to change, and cannot be redeemed for cash. Platinum Card members may book up to three (3) rooms inclusive of FHR rates and amenities and must accompany the party as a guest for which FHR reservations are made. In the event the Platinum Card member cancels the reservation(s), FHR rates and amenities will no longer apply to any remaining reservation(s). Back-to-back stays within a 24-hour period at a single FHR property are considered one stay. Benefit value based on double occupancy. Actual value varies by property, length and date of stay. $450 value is based on a $80 breakfast credit, $100 special amenity, and a $365 value for 4 pm check-out based on fees charged for late checkout of generally 50% of the daily rate, based on an average daily rate of $730. (Source: http://www.americanexpress.com/canada/the-platinum-card)
Has anyone had similar experiences? Solutions? Thanks in advance.
Last edited by CanuckFlyer; Jul 6, 2012 at 9:43 pm
#2
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Join Date: Sep 2009
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The program rules specify a one-category upgrade subject to availability at check in (except where a confirmed upgrade is the special amenity). If you book a superior room and the next category up is deluxe, which has no availability, but the next (two up) category of grand deluxe does have availability, you will not necessarily get the upgrade. In addition, some properties limit upgrades, for example not beyond a junior suite, which means that if you book the junior suite, they might not give you an upgrade even if deluxe junior suites are available. If you call, the PTS agents should be able to tell you which categories can upgrade into what according to program rules. Sometimes it makes sense strategically to reserve a slightly more expensive room to get a significant upgrade.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.
#3
Join Date: Nov 2010
Location: YUL
Programs: Aegean Gold/CX Gold/FyingBlue Silver/SPG Platinun/Hertz 5*/National Exec/HH Gold/ICH Plat
Posts: 18
#5
Original Poster
Join Date: Nov 2002
Location: YYZ
Programs: Recovering long-time AC SE100K (currently E50K), Accor Gold, Marriott Gold, Hertz President's Circle
Posts: 1,033
The program rules specify a one-category upgrade subject to availability at check in (except where a confirmed upgrade is the special amenity). If you book a superior room and the next category up is deluxe, which has no availability, but the next (two up) category of grand deluxe does have availability, you will not necessarily get the upgrade. In addition, some properties limit upgrades, for example not beyond a junior suite, which means that if you book the junior suite, they might not give you an upgrade even if deluxe junior suites are available. If you call, the PTS agents should be able to tell you which categories can upgrade into what according to program rules. Sometimes it makes sense strategically to reserve a slightly more expensive room to get a significant upgrade.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.
Like in the hotel chain programs, some properties are just significantly better than others in having upgrade availability or going above and beyond to find an upgrade above what the program rules require.
IME when you report an upgrade that you should have had but it wasn't offered, PTS takes it very seriously.
The hotel is apparently looking into the matter, and took steps to make up for the mix-up, so I'm satisfied for the moment (though still bummed about the frustration at check-in). I'm bothered that this keeps happening and wonder what is the source of the repeated mix-ups.
On a previous stay with a different hotel, I asked the PTS agent to confirm with the hotel that the UG was possible from the room category I booked, and they did so by calling the hotel. Yet up on arrival the same thing happened - check-in agent and the front desk manager denied an UG even though space was available, claiming the reservation was not eligible for an UG.
Irritating.
#6
Join Date: Jan 2007
Location: London, UK
Programs: BAEC Gold, AA Plat, Starwood Gold, AX Plat, Hertz Gold, Avis Preferred, Star Alliance Gold
Posts: 1,377
I've booked perhaps 5 FHR reservations over the past year. None of them have been upgraded at check-in, so this seems to be an expanding and unfortunate trend. Perhaps I'm just unlucky or choose very busy hotels.
#7
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
bellagio - standard room to a junior suite
venetian - standard room to a bella suite
encore las vegas - standard room to a tower suite
the phoenician - standard room to a casita suite
#9
Join Date: Feb 2011
Location: LAX
Programs: HHonor Dia, Marriott Plat, Hyatt Explorist
Posts: 548
Maybe we should create new thread about "failed upgrade" with FHR.
#10
Join Date: Jan 2007
Location: London, UK
Programs: BAEC Gold, AA Plat, Starwood Gold, AX Plat, Hertz Gold, Avis Preferred, Star Alliance Gold
Posts: 1,377
Don't get me wrong, I've been upgraded many times over the years. Recently, it seems the better hotels have been holding back.
#12
Join Date: Apr 2003
Location: YYZ
Programs: AC E75K, Amex Plat, NEXUS, Aman-user (not really a -junkie)
Posts: 1,721
In his post, Nicksta says none of the FHR stays have been upgraded.
I actually choose my room category based on the likelihood of upgrade. If it seems likely, I'll book one category down from the room I really want. If it's a busy time or there's a special event, I'll just book the room I want. It's worked for me for the past 10 years that I've been booking FHR stays (knock on wood)...
I actually choose my room category based on the likelihood of upgrade. If it seems likely, I'll book one category down from the room I really want. If it's a busy time or there's a special event, I'll just book the room I want. It's worked for me for the past 10 years that I've been booking FHR stays (knock on wood)...
#13
Join Date: Mar 2012
Posts: 280
#15
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
stayed at the US Grant Hotel in san diego last night, booked the lowest standard room - superior, was upgraded to a Landmark Suite
$100 resort credit
$80 breakfast credit
booked $179 rate
$100 resort credit
$80 breakfast credit
booked $179 rate