Marriott Rewards (including Ritz-Carlton) - getting shortchanged on room preference

I have done 15nights at Renaissance Times Sq in last 4weeks and am booked for another 20-25night until end of July.

With a high frequency at one property and being a plat, I was hoping that they would give me some preference on giving desired room types but its not happening consistently which is really ticking me off. For ex - I checked in at 8pm last nite (I always check in late evening on Mondays) and the availability was a low floor, "small king" bed available and I had to compromise on 2 queen beds. Last week, I had stay a pretty small room (that left only 10% empty space after the king bed in there! This gets ridiculous when you are staying there for 5days, week after week.

How does this work? Is it first come-first serve or the staff is cognizant of the guest list and saves the requested room for them?? Or do I have to call them every Monday to remind of my check-in? Please help here. I am always nice to them with a little friendly chit-chat rather than coming off as a whiner
but this is getting ridiculous.

I have done 15nights at Renaissance Times Sq in last 4weeks and am booked for another 20-25night until end of July.

With a high frequency at one property and being a plat, I was hoping that they would give me some preference on giving desired room types but its not happening consistently which is really ticking me off. For ex - I checked in at 8pm last nite (I always check in late evening on Mondays) and the availability was a low floor, "small king" bed available and I had to compromise on 2 queen beds. Last week, I had stay a pretty small room (that left only 10% empty space after the king bed in there! This gets ridiculous when you are staying there for 5days, week after week.

How does this work? Is it first come-first serve or the staff is cognizant of the guest list and saves the requested room for them?? Or do I have to call them every Monday to remind of my check-in? Please help here. I am always nice to them with a little friendly chit-chat rather than coming off as a whiner
but this is getting ridiculous.

When you're at the hotel, I would call down and talk to the in-house reservations supervisor. Nicely explain your situation and ask what you should do to ensure getting a "high floor, KING" or whatever you want. The in-house reservations department can ususally help out with this sort of thing.

When you're at the hotel, I would call down and talk to the in-house reservations supervisor. Nicely explain your situation and ask what you should do to ensure getting a "high floor, KING" or whatever you want. The in-house reservations department can ususally help out with this sort of thing.

That, especially given how often you'll be staying there/have stayed there.

But also, if your Marriott # is in the ressie & you've requested a king, I think the 2 queens means you can invoke the $100 room guarantee. Do that a few times, and they might start putting you in a king room ;).

Cheers.

Could the OP be disrespected for getting a good rate? Perhaps the front desk staff see a low corporate or negotiated rate and think price line.

If the OP wants a High Floor King, the OP should pay for a High Floor King....Oops, sorry. Thought this was the DL forum. :D

That, especially given how often you'll be staying there/have stayed there.

But also, if your Marriott # is in the ressie & you've requested a king, I think the 2 queens means you can invoke the $100 room guarantee. Do that a few times, and they might start putting you in a king room ;).

Cheers.

I think the OP rejected the small king, low floor room in favor of two queens in a bigger room/higher floor. Therefore no compensation is due.

You can always try the Marquis a few blocks away, since it is a bigger hotel with a lot more rooms and they seem to be pretty good about upgrades. There is also the Algonquin, but I don't know how they are regarding upgrades.

Sounds like you are checking in after work, you could try checking-in to the hotel when you arrive in the city.

From past reviews of the Ren Times Square IIRC, the rooms tend to be small and upgrades few and far between. There seem to be a couple of different room types, standard, superior (high floor), Club level, larger corner rooms, and suites. With your arrival later in the evening, other plats are probably getting the nicer rooms. You can review you reservation online Monday morning to see if you have been upgraded to any of the other room types. Print out a copy of the reservation as it is possible the FD is changing your room type to accomodate other plats or even golds who arrive before you and request an upgrade.

You could also try calling the GM and explain your frustration and how you are ready to move your 25 remaining nights to a competitor (Starwood, Hilton, CP and have locations reasonably close to the Ren) even if you have no intention to do so and see if that helps. The GM may block you into one of the nicer rooms each week.

Let us know how you make out.

Regards,

RIP...

I think the OP rejected the small king, low floor room in favor of two queens in a bigger room/higher floor. Therefore no compensation is due.

You can always try the Marquis a few blocks away, since it is a bigger hotel with a lot more rooms and they seem to be pretty good about upgrades. There is also the Algonquin, but I don't know how they are regarding upgrades.

Sounds like you are checking in after work, you could try checking-in to the hotel when you arrive in the city.

From past reviews of the Ren Times Square IIRC, the rooms tend to be small and upgrades few and far between. There seem to be a couple of different room types, standard, superior (high floor), Club level, larger corner rooms, and suites. With your arrival later in the evening, other plats are probably getting the nicer rooms. You can review you reservation online Monday morning to see if you have been upgraded to any of the other room types. Print out a copy of the reservation as it is possible the FD is changing your room type to accomodate other plats or even golds who arrive before you and request an upgrade.

You could also try calling the GM and explain your frustration and how you are ready to move your 25 remaining nights to a competitor (Starwood, Hilton, CP and have locations reasonably close to the Ren) even if you have no intention to do so and see if that helps. The GM may block you into one of the nicer rooms each week.

Let us know how you make out.

Regards,

RIP...

I enjoyed Marquis when I was not a plat and staying infrequently. They certainly have more rooms but their split system elevators are a pain if you are below the 23rd floor. Not to mention the long waiting times... Also Ren Times Sq has better treatment to plats. Food vouchers, free Evian water bottles, nicer CL.

Ren TS rooms are smaller but I have stayed in variety of their rooms. The one from last time, was really small. I guessed that I was getting the boot because of late check-in but going to the hotel before means losing 20-25mins of work time on Monday morning. But I hoped that they would notice the frequency of my stays and keep something nice for me. But your comment raises two questions -

1. When does my Marriott account reflect the room upgrade?
2. When is the best time to raise this to the GM? Now or next Monday at FD?

MSPeconomist, my rate is definitely not low. Its a corporate rate and these guys are aware of it.

I had a great success talking to FD in the past saying that I am frequent and if they could pre-assign me to a bit bigger room or corner room or whatnot.

When you return from work today just walk to the FD with future reservation confirmation numbers and ask if they could do you a favor and see what they can do for your future stays. You don't even need to go to a manager.

I have had CL attendants 'confirm' upgraded rooms for upcoming stays before ... worth a short as well.

I made res in Jan for a Nov trip (basic room) to Phuket and was pre-upgraded to a pool villa suite the day after I made the res............ so, it is possible

I had a great success talking to FD in the past saying that I am frequent and if they could pre-assign me to a bit bigger room or corner room or whatnot.

When you return from work today just walk to the FD with future reservation confirmation numbers and ask if they could do you a favor and see what they can do for your future stays. You don't even need to go to a manager.

... But your comment raises two questions -

1. When does my Marriott account reflect the room upgrade?
2. When is the best time to raise this to the GM? Now or next Monday at FD?


Your Marriott account under the reservations details can reflect a room upgrade from the day after you book it right up to the actual day of check-in. If an upgrade is reflected, print it out, as the FD will very often switch rooms around to accommodate other elites. I have had upgrades disappear from my reservation between the time I viewed it before heading to the airport and my arrival at the hotel a few hours later.

I would talk to the GM or Front Office Manger now and tell them of your concerns. It may be too late for any type of upgrade when you are checking in on Monday. If possible, have your confirmation numbers with you, in case the manger asks. Also, the reason I would talk to the GM or Front Office Manager is that I am not sure a FDC has the authority to block you into a room, they may just put a note in your reservation and offer a lame excuse when you check in if they are unable to accommodate your request. If a manager blocks you into a room, a FDC should not be able to move you from the room without a manager's approval.

Hope it works out.

Regards,

RIP....

Your Marriott account under the reservations details can reflect a room upgrade from the day after you book it right up to the actual day of check-in. If an upgrade is reflected, print it out, as the FD will very often switch rooms around to accommodate other elites. I have had upgrades disappear from my reservation between the time I viewed it before heading to the airport and my arrival at the hotel a few hours later.

I would talk to the GM or Front Office Manger now and tell them of your concerns. It may be too late for any type of upgrade when you are checking in on Monday. If possible, have your confirmation numbers with you, in case the manger asks. Also, the reason I would talk to the GM or Front Office Manager is that I am not sure a FDC has the authority to block you into a room, they may just put a note in your reservation and offer a lame excuse when you check in if they are unable to accommodate your request. If a manager blocks you into a room, a FDC should not be able to move you from the room without a manager's approval.

Hope it works out.

Regards,

RIP....

Thanks. I will try this out. First with FD and then escalate it if required. I have been wanting to get a decent room and have that blocked for rest of the weeks. Heard its easier to get the home feel that way when you are staying multi-week.
Will report back...

Reporting back...

I spoke with FD before leaving last week and they said they'll try to keep me in a room of choice and keep it consistent (she even gave me a room #). However I had to come early this week on Sunday for weekend work and was a little worried.. will they screw this up again. Marriot website showed me upgraded to club level room so I was hoping for a half decent room this time.

Checked in 10mins ago and the person at FD gave me a different room # than I was told. I was a little hesitant but the FD assured that this was a better room... turns out they weren't kidding. Second highest floor, king, huge corner room.

Here is the view...

http://s13.postimage.org/6fj25gwwj/Photo_Jun_24_8_38_10_PM_HDR.jpg (http://postimage.org/image/6fj25gwwj/)
I am liking this room so far. Hopefully I can stick to this one for next stay or few.

Nice one! Now here is what I would do. Get the email of the FD person who got you this room and when you reserve the rooms for next week send him the confirmation number and ask if he can make this "your room" for your future stays and that you'll be emailing him future confirmation numbers.

Worked for me. Plus after I was staying at particular property for quite a while most knew me and when I walked through the door the phrase "honey, I am home" always came to my mind (not in a perverted way, just funny how staying in the same room every week makes you feel like home).

Nice one! Now here is what I would do. Get the email of the FD person who got you this room and when you reserve the rooms for next week send him the confirmation number and ask if he can make this "your room" for your future stays and that you'll be emailing him future confirmation numbers.

Worked for me. Plus after I was staying at particular property for quite a while most knew me and when I walked through the door the phrase "honey, I am home" always came to my mind (not in a perverted way, just funny how staying in the same room every week makes you feel like home).

not a bad idea getting the FDA's email but considering the huge amount of turnover in the service industry it may not always work.

Nice one! Now here is what I would do. Get the email of the FD person who got you this room and when you reserve the rooms for next week send him the confirmation number and ask if he can make this "your room" for your future stays and that you'll be emailing him future confirmation numbers.

Worked for me. Plus after I was staying at particular property for quite a while most knew me and when I walked through the door the phrase "honey, I am home" always came to my mind (not in a perverted way, just funny how staying in the same room every week makes you feel like home).

Would that be any different that going to the FD again and re-iterating to keep this room for my next stay? I am not sure how that would change e-mailing a specific FDA....

It would be nice to the home feeling here since I plan do some alternate travel on weekends or stay back in the city to do some touristy stuff.

In my experience developing a relationship with a specific person worsk better than "random" FD. FD manager or FD assistant manager relationship worked best for me.

In my experience developing a relationship with a specific person worsk better than "random" FD. FD manager or FD assistant manager relationship worked best for me.

I'd go that route.

The other thing you can do is put in the comments section of your reservation - request room # XXX or similar.

Do you get emails from the virtual concierge for your stay? I'd do the request room # XXX or similar in response to the VC as well.

Cheers.

I'd go that route.

The other thing you can do is put in the comments section of your reservation - request room # XXX or similar.

Do you get emails from the virtual concierge for your stay? I'd do the request room # XXX or similar in response to the VC as well.

Cheers.

Are those the automated reminder emails for my stay?

I will reach out to someone at FD tonite (or ask for someone I spoke to before) but I always see different people behind the desk. Not sure who would be the right person to pick.

Reporting back...

I spoke with FD before leaving last week and they said they'll try to keep me in a room of choice and keep it consistent (she even gave me a room #). However I had to come early this week on Sunday for weekend work and was a little worried.. will they screw this up again. Marriot website showed me upgraded to club level room so I was hoping for a half decent room this time.

Checked in 10mins ago and the person at FD gave me a different room # than I was told. I was a little hesitant but the FD assured that this was a better room... turns out they weren't kidding. Second highest floor, king, huge corner room.

Here is the view...

http://s13.postimage.org/6fj25gwwj/Photo_Jun_24_8_38_10_PM_HDR.jpg (http://postimage.org/image/6fj25gwwj/)
I am liking this room so far. Hopefully I can stick to this one for next stay or few.

It always pays to call the property -- not the 800# -- both to make arrangements such as this and to confirm them. The smartest move is to ask for a specific room by # rather than by category. It's easier for the property to block that specific room for your stay than to do the research.

Are those the automated reminder emails for my stay?

Usually in those (the ones a few days before your stay) is something from the Virtual Concierge. I've had good luck w/ requests made to it. Although others have had mixed results.

FWIW - I'd try to find a manager & have a chat w/ him rather than relying w/ whichever FDC happens to be on duty.

Cheers.

I stopped at the FD last evening and ran into the same FDA girl who I had spoken with originally. Told her, I liked this room decent enough and don't mind staying put in this one.

She gave me her email and phone number for "Room Reservations Coordinator". She said, they are the ones to take manage that sortta thing. I suppose calling "Room Reservations Coordinator" is next on action items.

Btw... although this room is better than what I have had so far but how do I get know if they have better/nicer rooms than this one? Ofcourse, I am being greedy here but also, want to know how do frequent visitors of a specific property can get the best out of it?

It is a "game" you play. When I ask for a specific room I shoot for a good but not best room. Simply because good is relatively easy to get assigned ahead of time as hotel usually has several of those and they might be able to sell best ones or give for 1 night stays that check-in late.

Basically on several day stays "good" is more likely than "best" and I am ok with "good" when traveling alone and would only go past that when I travel with the family, then I would ask room coordinator or FD manager or GM for a great favor during that stay.

This strategy works good for me.

Are all corner rooms bigger or just preferred for better privacy aspects?

Last night, I had the ac cranked at 65 and still sweating.... First I thought, I was turning into Batman nemesis known as Mr Freeze but I just realized corner rooms probably get a lot warmer.

Do you guys prefer near the elevator or away from it?

Most of the corner rooms are tad bigger in my experience. Not all but most.

I never had issues with AC thus far. I prefer quieter room away from the elevator.

Exception is a particular room at Ren EWR :)