London – Few things give us greater satisfaction on holiday than getting something for nothing – that little bonus that makes you feel you’ve earned yourself a bargain through canny travel nous.
A room upgrade is the holy grail of such things, a bigger, better or quieter room that will make your stay that bit more enjoyable.
The bad news is luck doesn’t necessarily play a part in this elusive hotel bonus.
The good news is that there are some simple moves you can make to maximise your chances of getting that corner room, away from the lift, overlooking the lake.
Here is the who, what, when, where, why and how of getting a hotel upgrade:
Who
When it comes to booking a room, all men and women are not created equal from the hotel staff’s point of view. Loyalty may not be rewarded in many parts of life – but in hotel land, a regular customer is a valued one and reaps benefits.
If not involved in a loyalty programme – which is advised if you visit somewhere regularly – simply returning to a place will see you remembered. Your details are on record, they’re happy to have you back and want you back again.
Being memorable helps, so be friendly with the staff and engage in the occasional chat during non-peak times. Many people are less than cordial to people being paid to help them on holiday, so be the exception.
When booking, make it known you’re a return customer, or a fan of their chain from other locations. Those who book through a discount website or have already benefited from a deal tend to be more likely to get the room opposite the housekeeping’s storeroom.
What
Is it your birthday, anniversary or honeymoon? If you have a special occasion to celebrate, drop it into the conversation early when checking in.
Don’t say, “I’m turning 43 next month, give me the presidential suite,” but if you’re asked how you are – and you will be – say you’re terrific and looking forward to celebrating your first night away from the kids in a decade.
The receptionist may be more inclined to make your day a little better.
Lying will get you the opposite – remember they probably have your birthdate. If they get the whiff of a swindler you’ll be in the broom cupboard.
When
When you’re staying has a massive bearing on your chances of an upgrade. Obviously, more rooms are available in off-peak times, meaning more good rooms.
Hotels want you to enjoy your stay and if not full they’re not going to put you next to the freeway when you could be next to a babbling brook.
If staying over a weekend or during special events (carnival or festival), try your luck when it’s over. Make a point of mentioning that you didn’t want to trouble them when they were so busy but politely ask if a lot of people have checked out and whether you could move into a bigger room.
When checking in, don’t arrive early. It’s one of the rare times when being prompt won’t pay. Late afternoon is universally agreed as the best, 3pm to 5pm is ideal and even in the evening. At this time the staff know what rooms they’ll have available for the night and be more willing to negotiate a bit more bang for your buck.
And while booking online is convenient, picking up the phone gives you a far greater chance to make a connection and ask for specific things. Call the hotel direct and have a pleasant chat with the reception about your trip. If booking for a large group, ask for the manager to see if you can negotiate a deal.
But don’t call during check-out and check-in times – they’re busy and that friendly chat will become short and anything but sweet.
Where
The type of hotel will determine the likelihood of an upgrade. Small and boutique places have limited rooms and less scope to offer more than promised – they may also not have many categories of rooms.
Big hotels have more facilities to upgrade you, especially if you’re a preferred or regular customer. Also, new hotels are ripe for the picking of a bonus at check-in. They are keen to impress and more than likely not full. Be interested and excited about their new venture and you’ll be the kind of person they want to spread the word.
Hotel staff are eager to please. Don’t give them a reason not to make your stay the best it can be.
Why
A good reason is the best reason for staff to grant you an upgrade. You walked into the room and it’s messy. You asked for non-smoking and the walls are yellow. You asked for a suite and got a single. If they haven’t delivered and you’ve informed them politely, they’ll make amends.
If you can explain that your trip is important without being pushy or shoehorning it into conversation, you could also be on to a winner. You have clients coming for a meeting in the room and are hoping to impress them, so would they mind offering a room with a view? It doesn’t hurt to ask as long as it’s in the right way.
How
How you say it is just as important. The happy and polite guest is more likely to get the goodies. If you have a problem with the room, make it known immediately, before the one you don’t like needs to be made up again. In every likelihood, staff know which rooms are rubbish – all hotels have them – and have an action plan for when a guest calls them on it. When complaining, manners and accuracy are paramount.
Be subtle. If there are other guests around, you’ll be less likely to get any joy as they don’t want everyone asking to change their room.
Guests are a dime a dozen, the complimentary and entertaining ones are not. Make their day and they may make yours. If you had a great stay, say so and that you look forward to coming back.
If they come through for you, say thank you – in writing is even better, whether in a short e-mail or in the form of a review on TripAdvisor. Or make your point known on social media.
Daily Mail