What should you do when a hotel doesn’t want to honor its elite status?

A hotel’s elite status offers many valuable perks, from free breakfasts and upgrades to late check-outs and higher earning rates. Loyalty programs design these perks to keep members loyal and engaged with the program.

And it works. I usually Book hotel directly to ensure I receive my excellent benefits and income. I will even set specific loyalty programs for certain stays to use a specific program The hotel’s elite status benefits, such as late check-out 4 p.m.

Some elite status perks are offered on an availability basis or at the hotel’s sole discretion, making them difficult to rely on. But pick the perks – like a 4pm late check-out for Hyatt Globalist And Marriott Bonvoy Platinum Elite and higher memberships – must be offered by the property except where specifically stated in the scheme’s terms and conditions.

It can be especially disappointing when a property doesn’t offer the expected perks. But how should you handle it if your hotel doesn’t offer the perks you believe you should receive? Below are some options and aspects to consider.

Check the program terms

Even if you believe you know your benefits, your first step should be to check the terms of your loyalty program. After all, some benefits are based on availability or at the property’s discretion rather than being perks you can expect to receive with each stay.

For example, consider late check-out policies for four customer loyalty program:

• World of Hyatt: Discoverist and Explorist members receive 2 p.m. late check-out upon request (subject to availability at casino hotels, Hyatt resorts and Destination by Hyatt Residences locations; not offered at Hyatt Vacation Club hotels). World of Hyatt Globalist members receive a 4pm late check-out with similar considerations upon request.
• Marriott Bonvoy: Platinum Elite members and above receive 4pm late check-out upon request at most participating properties. Exceptions are Design Hotels and resort and conference hotels (where benefits are based on availability), Marriott Bonvoy Apartments (where these members are guaranteed a 2-hour late check-out pm) and Marriott Vacation Club; Marriott Grand Residence Club; Sheraton Resort Club; Westin Vacation Club; Phoenician Residences, Luxury Collection Residence Club, Scottsdale; and the Ritz-Carlton Reserve, do not offer this benefit. Gold Elite and Silver Elite members can request a late check-out, but at an earlier time and subject to availability.
• Hilton Title: All Hilton members can request late check-out, subject to availability.
• IHG One Rewards: All IHG members can request a late check-out up to 2pm, subject to availability.

When I stay at a World of Hyatt hotel as a Globalist member or at a Marriott Bonvoy hotel as a Platinum Elite member or higher, I know when I book whether I will be allowed a late check-out of 4 p.m. upon request or not. After all, these programs determine the excluded and available properties. But if I stayed with 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 might be denied.

Late payments are just a perk for elite status. But I give the example above to emphasize that you should check the terms and conditions to see whether your stay qualifies and whether the program requires the property to offer perks or not.

Related: Marriott elite status: What it is and how to achieve it

Let it go

If a program offers perks on a subjective or availability basis, I will often ask at check-in and then ignore it if the receptionist says it is not available. After all, some hotels are more generous with elite benefits than others.

For example, let’s say I see that the Hyatt Regency I’m checking into is still for sale upgraded room for the days I come. In that case, I might ask if an upgrade is available if the dealer doesn’t proactively offer one.

In the case of the Hyatt Regency brand, World of Hyatt Terms and Conditions says, “Globalists will receive the best room available at check-in at Hyatt hotels and resorts, including Standard Suites and rooms with Club lounge access The best available room will be determined by the applicable hotel or resort in its sole discretion and may vary based on length of stay.”

The receptionist might say there are no more seats available for an upgrade or that I already have the best room available. If so then I’ll let it go. After all, Hyatt’s terms state that the hotel can decide which rooms are “available” for upgrades.

It makes sense to claim your published elite perks. But I don’t push for subjective perks if the hotel doesn’t want to offer them.

Related: 3 Ways to Achieve Hyatt Globalist Status

Ask to speak to a supervisor or manager

If a perk is clearly identified in the program’s terms and conditions and your stay qualifies, your next stop after asking the front desk to honor that perk is to request Requires a supervisor or manager. It is true that higher level staff may not be available at smaller facilities or late at night.

For example, if a Holiday Inn check-in agent insists that breakfast is not a welcome amenity option for Diamond Elite members — or that you only serve breakfast to one person or for one day (you Breakfast should be served to one member and one person). guests check into the same room for each night of stay) — I would ask the manager or supervisor and encourage them to consult the program terms.

Some programs offer benefits guarantees, such as Marriott Bonvoy and Intercontinental Ambassador. However, you may need to go through the process of claiming denied benefits during your stay rather than waiting until afterward. For example, Marriott Bonvoy Terms and Conditions states, “If an Elite Member believes that indemnification is required with respect to any aspect of the Elite Benefits Guarantee, he or she must seek payment of the indemnification while still a guest at the Participating Property, prior to Check-out. Failure to so request payment prior to check-out shall result in a complete waiver of any right to such compensation.”

Asking to secure on-site Marriott Bonvoy elite benefits can be a problem, as I’ve had many hotels refuse to honor it. So, if you feel that the plan’s benefit guarantees will make up for your missing elite benefits, offer your guarantee and try to resolve the issue with hotel management. But note that you may still need to participate directly in the loyalty program to get the solution.

Related: You can get a free weekend night through an InterContinental Ambassador: Here’s how

Call or chat with the program

Another option if the hotel doesn’t want to offer clearly defined elite benefits is to call or chat with the loyalty program. It’s best to first try to work with the receptionist and any available managers or supervisors. However, suppose the manager is unavailable or disagrees with your interpretation of the program’s terms and conditions. In that case, your loyalty program’s phone line or social media agent can help.

For example, when staff at the Hyatt Place hotel denied my request for a 4pm late check-out as a Globalism member, I double-checked Hyatt’s terms and conditions and then sent a message. Message Hyatt Concierge directly on social media to request assistance. After a bit of back and forth to clarify the situation, Hyatt Concierge called the hotel and arranged my late check out at 4pm.

Related: World of Hyatt elite status: What it is and how to earn it

File a complaint with your loyalty program

Finally, if the problem is serious enough and you can’t resolve it with the above measures, you might consider filing a complaint with your hotel’s loyalty program.

It’s best to call your program’s elite line during your stay, especially if you’re staying multiple nights. After all, contacting the loyalty program during your stay allows the program to resolve the issue by talking to the hotel. As noted above, some plans that offer guaranteed benefits require you to make any claims (and use the resulting asset credit you may receive from the claims). your) during your stay.

Related: So, what exactly is travel elite status – and how can I get it?

Bottom line

It’s not uncommon to see hotel receptionists who are new to the job or don’t yet understand elite benefits. However, with a little patience and (sometimes) switching to a more experienced staff member, you’ll usually get the clearly defined benefits of a hotel’s elite status like welcome amenities, Late check-out and breakfast benefits are honored. You rarely need to participate in a loyalty program.

Unfortunately, subjective perks and space availability 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 by the terms and conditions of your program, and which ones are subjective or only available when space allows.