The hotel’s elite status offers many valuable perks, from free breakfasts and upgrades to late check-out and higher earning rates. These perks are often designed to keep members loyal and involved in a program, including popular ones. hotel credit card.
And it works. I often direct hotel booking to make sure I receive my elite benefits and income. For some stays, I will book with a specific loyalty program primarily to use a the hotel’s elite status benefits, such as 4pm late checkout.
Some elite status privileges offered on a vacancy basis or at the discretion of the hotel, making it difficult for them to rely on. But choose perks — like 4 p.m. late checkout for Hyatt’s Globalists And Marriott Bonvoy Elite Platinum and higher memberships — will be provided by assets except as specifically outlined in the program terms and conditions.
You can be especially disappointed when a property doesn’t offer the perks you expect. But how should you handle a hotel that doesn’t offer the perks you believe you should? Here are some options and aspects to consider.
Related: The best credit cards for elite status
Check the terms of the program
Your first step is to check the terms of the loyalty program. After all, some benefits are offered on a vacant basis or at the property’s discretion rather than perks you expect to receive during each stay.
For example, consider the late check-out policies for four major hotel loyalty programs:
- Hyatt’s World: Discoverist and Explorist members are entitled to a 2:00 p.m. late check-out upon request (subject to availability at casino hotels, Hyatt resorts, and Destination by Hyatt Residences locations; not available). at holiday-owning accommodation establishments). Hyatt’s Global World members are allowed to check out late 4pm upon request with the same note.
- Marriott Bonvoy: Platinum Elite members and above are entitled to 4pm late check-out upon request at most participating properties. The exceptions are Design Hotels and resort and conference hotels, where benefits are based on availability, and Marriott Vacation Club, Marriott Grand Residence Club, Vistana Hotel, Residence Ritz-Carlton Residences Waikiki Beach and the Ritz-Carlton Reserve, do not offer this benefit service. Gold Elite and Silver Elite members can request late check-out, but earlier check-out is subject to availability.
- Hilton title: All Elite member of Hilton Late check-out may be requested, subject to availability.
- IHG One Rewards: All Elite member of IHG Late check-out until 2pm may be requested, subject to availability.
When I stay at a World of Hyatt property as a Globalist member or at a Marriott Bonvoy property as a Platinum Elite member, when I book, I know if I’m eligible. whether or not to get a late check-out at 4pm. After all, the properties excluded and subject to availability are well defined. However, if I were to stay with a Hilton or IHG, I know that I would at least have to wait until check-in to request a late check-out and my request could be denied.
Late payments are just a perk for elite status. But I’m giving the example above to emphasize that you should check the terms and conditions to see if your stay qualifies and if the program explicitly requires the property to offer the perks. Are not.
Sign up for our daily newsletter
Related: Is the hotel’s elite status worth it anymore?
Let it go
If a privilege is offered on a subjective basis or space is available, I will usually ask at check-in and then allow it if the receptionist says there is no privilege. After all, some hotels are much more generous with elite benefits than others.
For example, if I see the Hyatt Regency hotel that I am signing up for is still for sale room upgrade for my dates when I arrive I will ask if an upgrade is available (if the dealer doesn’t actively provide an upgrade). In the case of the Hyatt Regency brand, this is what Hyatt World Terms and Conditions speak:
“Globalists will receive the best room available at check-in at Hyatt hotels and resorts, including standard rooms and club lounge access. best availability will be determined by the applicable hotel or resort in its sole discretion and may vary from stay to stay.”
However, the front desk staff could say that there was no possibility of an upgrade or that I had the best room available. If so, I’ll let it go. After all, Hyatt’s terms state that the hotel can decide which rooms are “available” for an upgrade.
It makes sense to claim your announced elite perks. But I’m not pushing for subjective perks if the hotel doesn’t want to offer them.
Related: How to redeem Hyatt points for upgraded rooms and suites
Ask to speak to a supervisor or manager
If a benefit is well-defined in the program terms and conditions and your stay qualifies, your next stop after asking the front desk to honor the privilege is to ask the supervisor to supervisor or manager. Granted, there may not be more senior staff on site at smaller businesses or late at night.
For example, if the Holiday Inn check-in staff insists that breakfast is not a welcome amenity option for Diamond Elite member — or you may only be served breakfast for one person or on one day (it is recommended that breakfast be served to a member and one registered guest in the same room per night of stay) — I will ask the manager or supervisor and encourage them to refer to the terms of the program.
Note that some programs guarantee benefits, such as Marriott Bonvoy and Intercontinental Ambassador. However, you may need to confirm that you encountered the problem during your stay instead of waiting until later. For example, the Marriott Bonvoy Terms and Conditions status:
“If an Elite Member believes that compensation is due for any aspect of the Elite Benefit Guarantee, then he/she must claim payment while remaining a guest at the hotel. participating hotel, prior to check-out. Failure to request such payment in advance for inspection will result in a complete waiver of any right to such compensation.”
If you find that the plan benefit guarantees cover your missing elite benefit, issue the guarantee and try to work it out with hotel management. However, you may need to engage directly with a loyalty program to resolve concerns.
Related: How much is World of Hyatt elite status worth?
Call or chat with the program
Another option if the hotel doesn’t want to offer well-defined elite benefits is to call or chat with a loyalty program. It is best to first try to work with the front desk staff and any managers or supervisors available. However, let’s say a manager isn’t present or doesn’t agree with your interpretation of the program’s terms and conditions. In that case, a loyalty program phone line or social media agents can help.
For example, when staff at the Hyatt Place hotel denied my request for a late check-out at 4 p.m. as a Globalist member, I double-checked the Hyatt terms and conditions, then submitted Direct message to Hyatt Concierge on Twitter to ask for help. After a bit of back and forth to clarify the situation, the Hyatt concierge called the hotel and arranged my late 4pm check out.
Related: What is Marriott Bonvoy elite status worth?
File a complaint with the loyalty program
Finally, if the problem gets worse and you are unable to resolve it through the above measures, you may consider filing a complaint with your hotel’s loyalty program. Especially if you’re staying multiple nights, it’s best to call the elite line for your program during your stay.
Contacting the loyalty program during your stay allows the program to resolve the issue by talking to the hotel. As noted above, some benefit programs require you to make any claims (and use property credits you may receive from your claim) within a period of time. stay.
Related: Compare the best hotel elite status tiers and how to earn them
bottom line
It is not uncommon to come across receptionists at new hotels or not understand the benefits for the elite. However, with a little patience and (occasionally) reporting to a more experienced staff member, you’ll often get well-defined hotel elite status benefits like welcome amenities , late check-out and breakfast benefits are honored. You rarely need to join a loyalty program.
Unfortunately, subjective privileges and available space are another story. And some hotels are more generous with these perks than others. So it’s important to know which perks are clearly defined under your plan’s terms and conditions and which benefits are subjective or only available when space permits.
