Must I be the one who is forced to assert the perks and benefits I am entitled to as an elite guest if I actually want them? I’m tired of being that guy.
Earlier today I wrote about my first impressions of the lovely, brand-new Munich Andaz. Being a new hotel and still low season in Germany, the hotel was practically empty. Only a few tables were occupied at breakfast and I had the gym, sauna, and pool wholly to myself during both an evening and morning visit.
So when I checked-in, having also noted that every suite category was available, I was expecting a suite upgrade. To be clear, this is not because I am special, but because I am a Globalist member of the World of Hyatt program. Among the published benefits:
- Enjoy an upgraded room based on availability at check-in, up to standard suites
At the Andaz Munich, the Andaz Suite is a “standard suite” (see below). There were many Andaz Suites available. Thus, I expected one…again, on the basis of what the World of Hyatt program promises in exchange for my loyalty.
When I checked, I ran into a familiar face…a lovely agent who had transferred over from Amsterdam and remembered me clearly. She was kind, courteous, and professional. But she didn’t offer me a suite…
I’m very much a reluctant believer in the concept of being more vocal. I perfectly understand that if you do not assert your rights, others will often take advantage of that, consciously or unconsciously. I get it.
But here I just took the deluxe room she offered me. I did this primarily for the blog, figuring that a review of a room instead of a suite would be more helpful to more people. Plus, I was traveling alone, arrived in the evening, and was leaving in the morning. Had my business partner or family been with me, I would have certainly asked specifically about the suite.
I Don’t Want To Have To Ask!
So the issue is (likely) not that I could not have procured a suite, but that I was not proactively offered one. This was a well-trained, otherwise brilliant check-in agent. Was she instructed by management to deny Globalists suite upgrades unless they asked?
Whatever the case, I don’t want to ask. I don’t think I should have to ask. Is it too much to ask that hotels proactively offer their frequent guests what the loyalty program promises? I am uncomfortable asking for a suite when the agent already says, “I’ve upgraded you to a nice deluxe room.” I’ll do it, but why should I be made to feel uncomfortable asking for something I am entitled to?
I am sure I am not the only one in this boat. How do you deal with a hotel not offering what you are technically entitled to under its own elite program rules?