One of the most frustrating things I encountered when working as a hotel receptionist was guests asking for a room upgrade – but I finally have a solution to this common complaint
Before embarking on my journalism career, I spent several years behind the desk as a hotel receptionist. During this time, I honed my skills in anticipating guests’ needs.
We were always more than willing to accommodate any request, no matter how peculiar or extravagant, but there was one that consistently got under my skin.
Regardless of the type of room a guest had reserved, more often than not, they’d be angling for an upgrade. And I completely understand why.
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Who wouldn’t want to add a touch of luxury to their stay without parting with a single extra penny? However, one question from guests that never failed to irk me was, ‘Can our room be upgraded?’ Of course, there’s no harm in asking, but it’s generally frowned upon for good reason.
There were countless instances when I’d be on the blower with someone booking a standard room, only for them to immediately follow up with, ‘Can our room be upgraded?
‘ The response was invariably, ‘We don’t provide upgrades until the day before arrival’, but internally I’d be thinking, ‘If you’re after a larger room, book a larger room’.
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I worked at a high-end hotel and spa with 35 rooms, where upgrades were typically set aside for those celebrating a special occasion, such as a birthday or anniversary. Furthermore, we’d only upgrade rooms the night prior to a guest’s arrival, ensuring we knew exactly which rooms were free – we wouldn’t bump someone up to a superior room before it could have been booked online.
It’s astonishing how many guests inquire about an upgrade, even when larger rooms are readily available for booking. The second most irksome time to request such a privilege is post 3pm on a Friday evening, during the peak check-in period and when all rooms have already been assigned.
There were countless instances when a guest would bluntly ask me at check-in if their room had been upgraded, as though it was a given. That said, it doesn’t mean we wouldn’t consider giving you an upgrade.
We’re more inclined to offer an upgrade to those who haven’t explicitly asked for one. After all, we’re only human, and we’d much prefer to surprise someone with an upgraded room who will truly appreciate it, rather than someone who feels entitled to it or demands it.
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Informing the hotel that you’re celebrating a special occasion is the top strategy to secure an upgrade, just ensure you do so prior to your arrival. Alternatively, checking in early is another clever tactic to help bag an upgraded room, and here’s why.
While upgrades are usually organised for the next batch of guests the night before, with key cards already allocated, situations can change. If we’re feeling particularly magnanimous, and the hotel is buzzing, we might spontaneously offer you an upgrade, even if that means downgrading someone else’s previously upgraded room.
Our guests weren’t made aware of any upgrades until their arrival, so if there were any changes, they’d be none the wiser, and we’d rather get you settled into your room. However, from my experience, these were reserved for guests who would least anticipate an upgrade, not those who impolitely demanded one.
Have you got a hotel secret to share? Email us at webtravel@reachplc.com
