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 there are some simple moves you can make to maximise your chances at 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. It won’t come as a shock that 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.
Unfortunately, those who book through a discount website or have already benefited from some sort of deal, tend to be more likely to get the room across from housekeeping’s storeroom.
While many of these can offer brilliant deals for travellers, they’re often used to fill the last remaining rooms in a hotel – so no rooms available for upgrade. These guests are also, probably fairly, seen as opportunistic bookers rather than people likely to return again, so less worth trying to cultivate a relationship with.
WHAT?
Is it your birthday, anniversary or better still, honeymoon? If you actually have a special occasion to celebrate, drop it into the conversation early in check-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 keen to make your day a little better.
Lying will get you the precise opposite though – remember they probably have your birth date. 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 at an upgrade. Obviously, more rooms are available in off-peak times, meaning more of the good rooms. Hotels want you to enjoy your stay and if not full they’re not going to put you next to the motorway 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 you didn’t want to trouble them when so busy and politely ask, now a lot of people checked out, if you could move to 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, from 3pm to 5pm is ideal. 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 brilliantly convenient, picking up the phone gives you a far greater chance to make a connection and ask for specific things. Call the hotel direct, rather than a chain’s call centre, and have a pleasant chat with 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 of course have limited rooms and less scope to offer more than promised – they may also not have many categories of rooms.
Big ones on the other hand, if not full, simply 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’re 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 and accurately, they’ll make amends.
If you can explain that your trip is particularly 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, it’s as simple as that.
If you have a problem with the room, make it known straight away, 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. If complaining, again, manners and accuracy are paramount.
Be subtle. If there are other guests around you’ll be less likely to have any joy as they don’t want everyone asking to change their room. Pick a quiet moment.
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 it and that you look forward to coming back.
If they come through for you, even in the most modest way, say thank you. In writing is even better, whether a short e-mail to management or in the form of a review on TripAdvisor. Or make your point known on social media. Every little helps. – Daily Mail