Being a member of a hotel's elite programme comes with several advantageous benefits, including as free breakfast and room upgrades, extended checkout times, and better earning rates. These privileges are frequently intended to maintain a member's commitment to a programme and to encourage continued participation in it; this includes cardholders of popular hotel credit cards.
And it works. To guarantee that I receive my elite advantages and profits, I almost always book my stays directly with the hotel. For certain stays, I will book with a particular loyalty programme to take advantage of a particular hotel elite status bonus, such as a late checkout until 4 p.m.
It can be difficult to count on certain privileges that come with elite membership because they are offered on a space-available basis or at the discretion of the hotel. However, certain perks, such as a late checkout until 4 p.m. for members of Hyatt Globalists and Marriott Bonvoy Platinum Elite and higher tiers, are to be provided by properties, except in certain circumstances that are outlined in the terms and conditions of the programme.
When a home does not give the intended benefits, it can be an especially frustrating experience. But how should you react if a hotel does not offer a bonus that you believe you ought to have even if you stay there? These are several choices and elements that should be taken into consideration.
Related: the top credit cards for attaining VIP standing
Examine the conditions of the programmed.
Checking out the loyalty program's rules and regulations needs to be your initial move. After all, some bonuses are not guaranteed to be offered on every stay because they are contingent on factors such as the availability of space or the decision-making authority of the establishment.
Consider, for instance, the late-checkout regulations of four of the most prominent hotel loyalty programmes:
- Discoverist and Explorist members of World of Hyatt are eligible for a late checkout time of 2:00 pm upon request (subject to availability at hotels with a casino, Hyatt resorts and Destination by Hyatt Residences locations; not offered at Vacation Ownership Properties). Members of World of Hyatt Globalist can request a late checkout until 4 p.m., with the same restrictions that apply to other guests.
- Platinum Elite and higher members of Marriott Bonvoy are eligible to receive a late checkout time of 4 p.m. upon request at most participating properties. There are a few hotels that do not offer this perk, including Ritz-Carlton Residences Waikiki Beach and Ritz-Carlton Reserve, as well as Design Hotels, resort and convention hotels, Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties. This perk is dependent on the availability of rooms at Design Hotels and resort and convention hotels. A late checkout is an option for Gold Elite and Silver Elite members, but it must be requested before the standard cutoff time and is subject to availability.
- All Hilton Honors elite members can request a late checkout, provided that there is space available.
- IHG One Rewards: All IHG elite members can request a late checkout of up to two in the afternoon, provided that there is availability.
Whether I stay at a property that is part of the World of Hyatt as a Globalist member or when I stay at a Marriott Bonvoy property as a Platinum Elite member, I know at the time of booking whether or not I will be eligible for a late checkout until 4 p.m. After all, the traits of being excluded and being subject to availability are both specified. If I choose to stay with Hilton or IHG, on the other hand, I am aware that to request a late checkout, I will have to wait until at least check-in time and my request may be denied.
Late checkout is just one elite-level perk. But I give the above example to emphasise how important it is for you to check the terms and circumstances to determine whether or not your stay qualifies for the programme and whether or not it is essential for the property to offer the benefit.
Related: Does having an elite status at a hotel still pay off?
Let it go.
When I check into a hotel, I will always inquire about any perks that are offered on a subjective or space-available basis. But, if the front desk agent states that the perk is not currently accessible, I will not pursue it further. After all, some hotels offer elite perks that are significantly more substantial than those offered by other hotels.
For instance, if I notice that the Hyatt Regency where I am checking in is still selling upgraded rooms for the dates that I will be staying there, I will inquire as to whether or not an upgrade is still available (assuming the agent does not proactively provide the upgrade). The following is an excerpt from the terms and conditions of the World of Hyatt programme that applies to the Hyatt Regency brand:
"At the time of check-in at Hyatt hotels and resorts, Globalists will be given the best accommodation that is currently available, which may include ordinary suites as well as rooms with access to the club lounge. The applicable hotel or resort will, at its sole discretion, decide which room is the best available option for guests, and this choice may change from stay to stay."
On the other hand, the agent at the front desk can tell me that there are no available upgrades or that I already have the best room in the hotel. If so, I'll let it go. After all, Hyatt's terms and conditions make it very apparent that the hotel has the sole right to determine which guest rooms are considered "open" for an upgrade.
It is not unreasonable to inquire about the privileged privileges that have been published. On the other hand, if the hotel does not choose to provide a certain perk, I do not insist that they do so.
How to redeem Hyatt points for upgraded rooms and suites is covered in this article as well.
Request to talk with a manager or supervisor.
If a benefit is clearly outlined in the terms and conditions of a programme, and your stay meets the requirements for participation, your next step, after requesting that the front desk fulfil the perk, is to inquire about speaking with a supervisor or manager. It is possible that there will not be anyone on staff with greater seniority available at smaller hotels or later in the evening.
If a check-in agent at Holiday Inn is insistent, for instance, that breakfast isn't a welcome amenity choice for Diamond Elite members, or that you only get breakfast for one person or on one day (you should get breakfast for the member and one guest registered to the same room for each night of the stay), I would ask for a manager or supervisor and encourage them to consult the programme terms. In this scenario, I would get breakfast for the member and one guest registered in the same room for each night of
Take note that certain programmes, like Marriott Bonvoy and InterContinental Ambassador, give benefit guarantees for their members. You may need to claim that you experienced difficulties during your stay rather than waiting until after it is over to do so. For instance, these terms and conditions are included in the Marriott Bonvoy programme:
"If an elite Member believes that compensation is due concerning any aspect of the Elite Benefits Guarantee, he or she is required to request payment of the compensation while still a guest at the participating property, before checking out. This is the only time that the compensation can be paid. If you do not request to receive such payment before checking out, you will completely forfeit any right to receive such reimbursement as compensation."
You should bring up the benefit guarantee and work with the hotel management to find a solution to the problem if you discover that the program's benefit guarantees cover the elite perk that you are missing. On the other hand, to address the issue, you might have to communicate directly with the loyalty programme.
Related: How much does it cost to maintain your elite rank with World of Hyatt?
Contact the programmer through phone or online chat.
Calling or chatting with the loyalty programme is an additional choice that can be made if a hotel is unwilling to provide clearly defined elite perks. It is in your best interest to make an initial effort to collaborate with the personnel at the front desk as well as any managers or supervisors who might be accessible. Imagine, though, that a manager isn't available or that they disagree with your understanding of how the program's terms and conditions should be interpreted. If this is the case, the customer service representatives who staff the reward program's phone line or social media accounts might be able to assist you.
When the employees at a Hyatt Place property I was staying at declined my request for a 4 p.m. late checkout as a Globalist member, for instance, I double-checked the terms and conditions of Hyatt and then wrote a direct message to the Hyatt Concierge account on Twitter to beg for assistance. Following some back and forth to understand the problem, the Hyatt Concierge called the hotel and arranged for my late checkout to take place at 4 in the afternoon.
Related: How much does it cost to maintain a Marriott Bonvoy elite status?
Make a formal complaint to the customer appreciation programmed.
Last but not least, if the problem is serious enough and you haven't been able to remedy it using the methods described above, you can think about submitting a complaint to the hotel loyalty programme. It is recommended that you call the elite line for your programme at some point during your stay, especially if you are staying for more than one night.
If you contact the loyalty programme while you are staying at the hotel, the programme will be able to resolve the issue by communicating with the hotel. As was mentioned earlier, some programmes that offer benefit guarantees require you to submit any claims (and use the accompanying property credits you might earn as a result of your claims) while you are staying at the property to receive the guaranteed benefits.
Related: a look at the several levels of elite status offered by hotels and how to get them
Bottom line
There is a good chance that the front desk agent at the hotel you are staying at is either new or does not fully comprehend the elite advantages. But, if you have some patience and are willing to (sometimes) escalate the situation to a more experienced member of the staff, you will typically be able to get well-defined hotel elite-level advantages honoured, such as welcome amenities, late checkout, and breakfast benefits. You should only seldom find yourself needing to involve in the loyalty programme.
It's a different scenario when it comes to the subjectivity of the advantages and the availability of space. However, some hotels offer these amenities at a more liberal rate than others do. As a result, you must have a good understanding of which advantages are clearly outlined by the terms and conditions of your programme and which advantages are either open to interpretation or can only be obtained if there is sufficient available space.