upgrade

One of the most frustrating things I encountered when working as a hotel receptionist was guests asking for a room upgrade – but I finally have a solution to this common complaint

Before embarking on my journalism career, I spent several years behind the desk as a hotel receptionist. During this time, I honed my skills in anticipating guests’ needs.

We were always more than willing to accommodate any request, no matter how peculiar or extravagant, but there was one that consistently got under my skin.

Regardless of the type of room a guest had reserved, more often than not, they’d be angling for an upgrade. And I completely understand why.

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Who wouldn’t want to add a touch of luxury to their stay without parting with a single extra penny? However, one question from guests that never failed to irk me was, ‘Can our room be upgraded?’ Of course, there’s no harm in asking, but it’s generally frowned upon for good reason.

There were countless instances when I’d be on the blower with someone booking a standard room, only for them to immediately follow up with, ‘Can our room be upgraded?

‘ The response was invariably, ‘We don’t provide upgrades until the day before arrival’, but internally I’d be thinking, ‘If you’re after a larger room, book a larger room’.

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I worked at a high-end hotel and spa with 35 rooms, where upgrades were typically set aside for those celebrating a special occasion, such as a birthday or anniversary. Furthermore, we’d only upgrade rooms the night prior to a guest’s arrival, ensuring we knew exactly which rooms were free – we wouldn’t bump someone up to a superior room before it could have been booked online.

It’s astonishing how many guests inquire about an upgrade, even when larger rooms are readily available for booking. The second most irksome time to request such a privilege is post 3pm on a Friday evening, during the peak check-in period and when all rooms have already been assigned.

There were countless instances when a guest would bluntly ask me at check-in if their room had been upgraded, as though it was a given. That said, it doesn’t mean we wouldn’t consider giving you an upgrade.

We’re more inclined to offer an upgrade to those who haven’t explicitly asked for one. After all, we’re only human, and we’d much prefer to surprise someone with an upgraded room who will truly appreciate it, rather than someone who feels entitled to it or demands it.

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Informing the hotel that you’re celebrating a special occasion is the top strategy to secure an upgrade, just ensure you do so prior to your arrival. Alternatively, checking in early is another clever tactic to help bag an upgraded room, and here’s why.

While upgrades are usually organised for the next batch of guests the night before, with key cards already allocated, situations can change. If we’re feeling particularly magnanimous, and the hotel is buzzing, we might spontaneously offer you an upgrade, even if that means downgrading someone else’s previously upgraded room.

Our guests weren’t made aware of any upgrades until their arrival, so if there were any changes, they’d be none the wiser, and we’d rather get you settled into your room. However, from my experience, these were reserved for guests who would least anticipate an upgrade, not those who impolitely demanded one.

Have you got a hotel secret to share? Email us at webtravel@reachplc.com

A LONDON tube station has reopened after a huge £35million renovation.

Colindale tube station on the Northern Line reopened fully to the public this week with a grand new station entrance.

According to Ian Visits, it is London Underground’s first modern tube station built using a timber construction.

Replacing the former station building – which was much smaller – commuters will find the ticketing hall completely decked out with timber wood.

The wood is meant to reference the area’s aviation heritage as well, as the station sits where the London Aerodrome used to be and host air shows with early versions of planes which were made of wood.

The Aerodrome was then later turned into the RAF Hendon military base.

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The roof has also been designed so that it has a flat section and an arched section, so that the former collects rain and the latter lets rain water run off.

It has been designed this way to stop drains from overflowing.

Part of the roof is also a ‘green’ roof, which means it has plants and vegetation on it.

Inside the ticket hall is the old station clock as well, which has been cleaned up.

There is a new lift for commuters too, as well as large windows letting light flood in and the public to see the trains on the platforms.

Outside the station, pavements have been widened too.

During the construction work, the old platforms were destroyed but two ‘dinner plates’ at either end of the platforms were salvaged.

They were used as warning signals to train drivers during World War II to not stop too long at the station as it was a prime bombing location.

The ‘dinner plates’ were then donated to the local RAF museum.

The final bits of work on the station are currently being completed as passengers use the station once again, with hopes of everything being done by June 2026.

This includes demolishing the old station building, letting out a small retail space – most likely to a café and adding an accessible toilet.

The project on the station has taken place gradually over the past couple of years and has been carried out due to the rising population in the area.

The former station would have been at capacity by the end of 2026, but the new station means that the station will be large enough to accommodate for the new housing projects in the area.

London’s Deputy Mayor for Transport, Seb Dance, said: “The Mayor and I feel strongly that everyone should be able to enjoy everything our great capital has to offer, which means it’s vital we make our transport network as accessible as possible.

“I’m delighted that Colindale is now the 94th step-free Tube station and will benefit from a whole host of other improvements to not only improve accessibility but also support major housing developments in the local area, as well as boosting local businesses and inclusive economic growth.

“More than a third of Underground stations across the capital are step-free and we are determined to keep growing this number as we build a fairer, better London for everyone.”

In other rail news, the world’s most famous train is running services from a major UK city next year.

Plus, five abandoned UK railway stations set to reopen with new train routes – as part of £200million expansion.

LONDON Heathrow will undergo a series of developments next year starting with Terminal 2 and 4.

It will improve the passenger experience by using AI-technology and has plans to make flights more punctual along with better baggage facilities.

This morning, Heathrow Airport revealed it will start upgrading Terminal 4 next year costing £1.3billion.

The first step will be building a new multi-storey car park and upgrading its check-in area.

The works will be phased to ensure that there’s no disruption to the running of Terminal 4 – and these are expected to be completed in 2031.

Over in Terminal 2, Heathrow has announced that work will also begin on a new baggage system that will be able to handle 31,000 bags each day.

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In order to speed up flights and improve punctuality, it will install AI-powered turnaround tech.

This will involve a network of cameras being installed across Heathrow.

Using AI to analyse data, the airport will speed up turnaround times between flights, which will make journeys more punctual.

Coverage is expected to be across all terminals by the end of 2026.

Other upgrades will be to accessibility, which will have dedicated access to security for the first time.

Alongside new mobility equipment, Heathrow is investing in upgrades to assistance areas across the airport.

There will be a purpose-built assistance area and the UK’s first Tailored Travel Guide.

Passengers with various access needs can input their travel details and get a personalised step-by-step guide to navigate the airport.

Heathrow CEO Thomas Woldbye said: “Passengers should expect that every time they travel through Heathrow their journey is better than the last.”

He added: “I’m excited to unveil next year’s programme which will make Heathrow more user-friendly, more efficient and more resilient for our customers.

“This investment will flow directly into our nationwide supply chain helping to drive economic growth whilst we make Heathrow even better and more efficient for our customers.” 

The upgrades made in December 2025 are part of Heathrow’s current five-year investment plan.

Previously, Heathrow Airport announced its plan for a £49billion overhaul.

This includes increased passenger capacity at Terminal 5 with the number of aircraft stands set to rise.

It will open a number of new lounges, shops and restaurants within the existing terminals.

And to increase flights, it also hopes to build a third runway which will involve moving part of the M25.

This major airport could become the second biggest in the UK ahead of huge expansion plans…

A plan to expand one UK airport has been approved – meaning it could become the second busiest in the country.

In 2024, the airport saw almost 30million passengers, but with the new plans could see 20million more.

The airport in question is London Stansted in Essex which has plans for more flights, but no structural changes.

London Stansted could rise to become the UK’s second busiest airport, rather than the fourth, after councillors agreed to increase its annual passenger numbers to 51million.

The owner, Manchester Airports Group’s, latest plan is to increase passenger capacity at the airport to between 48 and 51million people per year by 2040.

In comparison, London Gatwick sees between 40 to 43million passengers each year.

While you might think that the airport would need an additional runway, there are no plans to build one.

There won’t be a second runway, or exceed the airport’s limit of 274,000 flights a year.

The way it will increase its passengers is by accommodating larger planes.

On December 17, 2025, Uttlesford District Council’s Planning Committee ruled in favour of the application.

Here’s more on the major airport to hike drop-off fee with strict new 10 minute stays.

Plus, the two major UK airports to be much easier to travel to – after thousands caught out with strict £100 fines.