Many travelers can remember the good old days when upgrades were routinely available on domestic flights and sometimes all it took was a smile. With hotels, it’s different.
As a new travel agent, I remember going to my first classes in Dallas to learn the American Airlines SABRE system. Our manager said, “Dress nicely and ask nicely.” Sure enough, the gate agents upgraded me more often than not.
Nowadays, except for the least popular flights, even most frequent fliers are used to the back of the bus. Most travelers have seen those lists with upwards of 50 people waitlisted for two remaining first-class seats.
With hotels, it’s still a different story. While upgrades are no means a guarantee, most travelers I know have had the pleasure of getting a better room at check-in on some occasion. Or, maybe on many occasions. It’s a reasonable thing for hotels to do, especially with empty rooms.
(Although it doesn’t always work. I once saw a gentleman — using that term loosely — haranguing a front-desk agent in Hawaii during a slow period, wanting his no-view room upgraded to an ocean view. The front desk agent flat out refused.)
Even when travelers ask nicely, a hotel may have reasons for not wanting to upgrade people in any case. For examples, some properties may not want travelers getting in the habit of booking the least expensive room. Also, a hotel may simply want to spread occupancy around evenly for their housekeeping staff.
Now, however, Hyatt Hotels and Resorts at least is looking at those empty rooms and potential upgrades as a revenue source. For Gold Passport numbers with email addresses on file, the chain is emailing some guests in advance offering “standby” upgrade deals.
The offers come at a price: For an upcoming Orlando Hyatt Grand Cypress booking the prices start at $9 for a higher floor room, $20 for a better view (or curiously enough a smoking room,), $65 for late checkout, or $125 for a suite. None of them are confirmable, the hotel is just asking travelers to confirm that they would pay that amount if such an option is available at check-in.
The prices aren’t bad compared to rack rates. But, in my past experience the hotel has often upgraded rooms for nothing. Especially for Gold Passport members. Now, they may generate some serious revenue out of the upgrade option.
It seems like a no-lose situation for hotels. Since it’s a standby paid upgrade, they don’t have to promise the better room. Presumably, travelers will actually READ that it’s a standby option, and not be too unhappy if the upgrade doesn’t come through at check-in.
On the other hand, frequent travelers have gotten used to complimentary upgrades, so it will be interesting to see how much this option, if it catches on, does away with that perk. I assume that top tier frequent guests will still have priority for any free upgrades that are available, but it’s hard to be sure.
Airlines seem to be surviving and even profiting from charging for formerly free perks, so maybe hotels charging for upgrades will end up a profitable decision. On the other hand, depending on how many chains adopt this policy, travelers have a lot more choices for lodging than they do for airlines. So we shall see.
What do you think, Consumer Traveler readers? Do you like Hyatt’s standby paid upgrade idea? Have you used it? If you haven’t, are you getting worse rooms than before?
