Asking for a complimentary hotel room upgrade is a common traveller's gambit, but a former receptionist has revealed that timing your request is everything – and getting it wrong is a surefire way to fail.
The One Question That Annoys Hotel Staff
Amy Jones, a senior travel journalist who spent years working the front desk at a high-end hotel, says the blunt question, 'Can our room be upgraded?' was a constant source of frustration. While she emphasises staff are willing to accommodate most requests, this particular demand often came from guests who had just booked a standard room.
"The response was always, 'We don't provide upgrades until the day before arrival'," Jones explains. "But internally I'd be thinking, 'If you're after a larger room, book a larger room'." She worked at a boutique hotel and spa with 35 rooms, where policies were strict.
When Upgrades Actually Happen (And For Whom)
At her hotel, upgrades were typically reserved for guests celebrating a special occasion like a birthday or anniversary. Crucially, these decisions were made the night before arrival, once managers knew exactly which superior rooms remained unbooked.
Jones identifies the absolute worst time to ask: after 3pm on a Friday, during the peak check-in rush when all rooms are assigned. Another poor move is demanding an upgrade at check-in as if it were a given entitlement.
"We're more inclined to offer an upgrade to those who haven't explicitly asked for one," she reveals. "We'd much prefer to surprise someone who will truly appreciate it, rather than someone who feels entitled to it."
Smart Strategies to Improve Your Chances
So, how can savvy travellers increase their odds of a free upgrade? Jones shares two key tactics:
- Mention a Special Occasion in Advance: Informing the hotel you're celebrating something before you arrive is the top strategy.
- Check In Early: While rare, last-minute changes can occur. If staff are feeling generous and a better room is free, an early arrival might just be the lucky recipient of a spontaneous upgrade, even if it means reallocating a room from another guest.
Ultimately, the secret lies in polite engagement and strategic timing, not blunt demands. As Jones concludes, upgrades were often reserved for guests who would least expect them, rewarding pleasant surprises over perceived entitlement.
