Marriott Rewards (including Ritz-Carlton) - Question for Official Marriott Rewards Lurker - Upgrades

So now that you are here -
Can we get the official what should happen and what should we do answer to Elite Upgrades.

1) What does the phrase "Finest Available Accommodations" mean?

2) To be more specific - What should I expect to receive for an upgrade when I check-in to a:
a) Marriott
b) Courtyard

3) If I check the computer and it shows availability of a certain room type but when I check-in the front desk says there is no upgrade available - what should I do?

4) Just my personal opinion -
I do not consider concierge floor as an upgrade - I get access to the lounge so being on the same floor is not a great benefit.

You are really going to "churn it up" now! :eek:

Short note to add my support for the question(s) being asked: this is perhaps the number one question on top of all Rewards elite members' lists. I too would like to hear an official answer.

This is a 'hot' topic for Marriott elites. You might want to do a search & read some of the threads/posts to date (and pass them along to management) before posting the 'official' response.

Everyone, if the answer's not what we want, remember Chris is the messenger (I'm guessing he's not the one who makes the actual decision), so don't shoot the messenger or scare him away so we go back to no lurker. Yikes.

Of course I'm in the hoping for a great answer category.

Was this issue not resolved when this year's gold/plat benefits were changed to upgrade to "best room available" ? I think Marriott has made this quite clear, although many of us would rather it be otherwise. Individual hotels continue to make exceptions and upgrade to suites when they can. I think this is the best we can expect, and that we ought to stop beating this already dead horse.

Chris (Official Lurker) - did you have any idea what you were getting into when they assigned you (or did you volunteer? <gasp>) to handle this group of lunatics? :) :)

Was this issue not resolved when this year's gold/plat benefits were changed to upgrade to "best room available" ? I think Marriott has made this quite clear, although many of us would rather it be otherwise. Individual hotels continue to make exceptions and upgrade to suites when they can. I think this is the best we can expect, and that we ought to stop beating this already dead horse.

To the contrary: Here is the current language from the Marriott Rewards website: "Room Upgrade: When you check in, we'll upgrade you to our finest available accommodations— whenever we can—at no additional charge. Not available at Marriott Vacation Club International locations.

As you can see, the language on the website remains the same, and uses the word "accommodations", not rooms. On the other hand, the list of benefits that came out months ago, excluded suites from the benefit. Clearly the language on the website is inconsistent with the earlier written list of benefits. Beyond that, why is it your belief that the best "we can expect" from Marriott is a step below what both SPG and Hilton provide to their top tier elites, a level which requires far fewer stays than Marriott platinum. Quite the contrary, I expect more from Marriott, and in most areas Marriott comes through.

1) What does the phrase "Finest Available Accommodations" mean?

To all the folks who think this is a "dead horse" issue that we know the answer to but just don't like it, I say B.S.!

{Stepping on to soap box}
There is no ambiguity in the phrase "finest available accomdations". Furthermore, to this day, the Marriott website uses the following wording for Platinum upgrades (http://marriott.com/rewards/learn/memplat.mi?WT_Ref=mi_left):
Room Upgrade
When you check in, we'll upgrade you to our finest available accommodations — whenever we can — at no additional charge

Interestingly (something I had never checked before and therefore had not noticed), the wording for Gold upgrades (http://marriott.com/rewards/learn/memgold.mi?WT_Ref=mi_left) is different:
Room Upgrade
When you check in, we'll upgrade your room whenever we can at no additional charge.

With that language, I think it is pretty clear that if the Presidential, top floor, 6,000 sqaure foot, Penthouse Suite (not even sure if Marriott has anything like that, but work with me here) is available when a Plantinum checks in, that Platinum is entitled to and should be given that suite - no questions asked and no request needed. A Platinum has been promised an upgrade to the finest available accomodations. As I said before, THERE IS NO AMBIGUITY IN THAT STATEMENT!

On the other hand, a Gold would not be entitled to that suite since the only promise made to a gold is that Marriott will "upgrade your room". Since the term "upgrade" is not defined, it can probably be fairly loosely defined for each hotel. For example, going from a courtyard view to an ocean view could be considered an "upgrade" even if there is no difference in the rooms. Moving to a larger corner room could be considered an "upgrade". And, of course, moving to the conceig (how the F do you spell that?) floor could be considered an "upgrade". I think a fair definition of an "upgrade" would be a move to a room that, on average, is more expensive than the room you reserved. Obviously, this would include ocean views and conceige (spelling?) level rooms.

Compare the language that Marriott uses to a rental car agency. Say there are 3 cars on the lot: A Dodge Neon, a Ford Taurus and a Toyota Land Cruiser. If a gold has reserved an economy car and has been promised an "upgrade", providing him with the Land Cruiser would not be necessary because the Taurus would meet the requirement of an "upgrade" from the Neon. On the other hand, providing the Taurus to the Platinum woul not be sufficient to meet the promise of upgrading to the "finest available vehicle". If you had been given such a promise and got the keys to your Taurus only to find it parked next to an unrented Land Cruiser, you'd have a right to be pissed. The advantage that Marriott has is that the customer typically isn't going to see the empty suite that was denied him or her by the hotel management.

Chris is certainly free to answer if he wishes, and I'm sure he will get the official "company line" response for us. But, as far as I'm concerned, there is no ambiguity: Platinums get the best unoccupied, unreserved room in the house. Marriott's website clearly spells this out. It shouldn't even be a question and Platinums shouldn't have to battle to get it.
{Stepping down from soap box}

With that language, I think it is pretty clear that if the Presidential, top floor, 6,000 sqaure foot, Penthouse Suite (not even sure if Marriott has anything like that, but work with me here) is available when a Plantinum checks in, that Platinum is entitled to and should be given that suite - no questions asked and no request needed. A Platinum has been promised an upgrade to the finest available accomodations. As I said before, THERE IS NO AMBIGUITY IN THAT STATEMENT!



All this coming from an individual who does not find it unethical using rate codes to which he is neither entitled to or authorized to use! :rolleyes: :rolleyes:

Now, that is truly chutzpah!

I'll add my two cents here, no not all elites find this the most important thing to them. I much prefer being realistic and would simply like breakfast to be provided on the weekend, among other things!

Finally, Chris, take a good look at the Hilton and Starwood threads. Contrary to what has been stated above, an upgrade to a suite is not a guarantee to a Hilton Diamond member -- or a Hyatt Diamond member, for that matter -- and although it may be a perk that SPG says owing to its Platinum members, there is quite a long thread that evidences otherwise.

I much prefer realistic promises to pie in the sky promises, and although I think that the language must be changed to better approximate reality, all who have posted on this thread, at the least, are quite aware -- as a result of our good friend Socrates' intervention -- what the score is on this issue.

I would have hoped that you would have received a warmer welcome than this, but some wish to beat a dead horse and further alienate a potential ally of ours on this board.

Don't you posters ever think? Isn't it clear that many at Marriott are avidly following Chris' progress to see whether this experiment was at all worthwhile???

For heaven's sake, it took long enough for Marriott to anwser our requests and appoint an official presence to this board and community, and now with stunt like this, all that may be jeopardized and the plug may be pulled at any moment!!

Better to concentrate on achievable goals -- breakfasts on weekends for all elites, realistic elite levels and attainment of same, answers to ambiguous promotions, and perhaps help in securing some special request, etc.

Let's not have the whole thing come crashing down because of an answer we already know!

Just my Mega Bonus points -- Thank you Marriott!! :-:

Better to concentrate on achievable goals -- breakfasts on weekends for all elites, realistic elite levels and attainment of same, answers to ambiguous promotions, and perhaps help in securing some special request, etc.


This point of this was to get a final and official answer to this question.

This is the number one question, concern and reason people leave Marriott for *Wood and others.

As a Patinum this is much more important than a free $5 breakfast or making it easier for those who don't stay as much to get benefits, which as this question indicates are either not clear or not applied correctly.

This is the chance for Marriott to make a clear the answer to this question.

If a question like this make Marriott leave this forum, that will tell us a lot about Marriott's committment to customer service.

We have had long discussions on this topic, what we want now is not someone reposting what they think the answer to the question is -
We now how any official Marriott person, and I would like his answer.

Chris,
We are waiting.

This point of this was to get a final and official answer to this question.

This is the number one question, concern and reason people leave Marriott for *Wood and others.

Really? What was the name of the polling firm that you had commissioned to examine this issue? :rolleyes:


As a Patinum this is much more important than a free $5 breakfast or making it easier for those who don't stay as much to get benefits, which as this question indicates are either not clear or not applied correctly.

Well, you are certainly not speaking for this Platinum, who would find it much better and more realistic to provide the perks that I described above commensurate with a far more easy way to attain Gold and Platinum status.


This is the chance for Marriott to make a clear the answer to this question.

It already has supplied you with the answer, you just don't want to accept it.


If a question like this make Marriott leave this forum, that will tell us a lot about Marriott's committment to customer service.

No, what your post does, as well as the confrontational tone that you use in presenting your pet peeve, just seems to create ill will IMHO, and far from telling us about what "Marriott" thinks of "us," it tells "us" a great deal about what you think of Marriott.

We have had long discussions on this topic, what we want now is not someone reposting what they think the answer to the question is -
We now how any official Marriott person, and I would like his answer.

Ah, yes. The royal, "WE." It seems, IMHO, more like that you are "DEMANDING" an answer.

Chris,
We are waiting.

Don't wait too long, for your window for converting your allegiance to SPG may close sometime quite soon. ;)

Moreover, it sounds to me, like you already have made your decision despite receiving various responses as to the truth of SPG's policy regarding upgrades. :rolleyes:

http://www.flyertalk.com/forum/showthread.php?t=175667&referrerid=17411

NJUPINTHEAIR - From a fellow Platinum.......Well said!! ^

4) Just my personal opinion -
I do not consider concierge floor as an upgrade - I get access to the lounge so being on the same floor is not a great benefit.

That is truly an opinion. If they state that it is an upgrade, then it is an upgrade.

I might suggest a private email asking these questions and lower the tone a bit. I, for one, greatly appreciate having reps of the travel companies present here. I think (personal opinion) their role is to assist with promos, getting us miles / points when their is a mispost, or helping us escalate issues.

Instead of calling out or embarassing the reps I intend to view them as a guide, not the bible. I don't intend to call them out with specifically subjected threads.

That's my .02 worth folks.

Cheers

While upgrades are not an overriding concern for me, I can see points I can agree with in most of the above post. The upgrade benefit verbiage was quite clearly and definitely changed in our 2004 benefit package mailed to each and every one of us. At the same time, the misleading verbiage remains on the web site. There have been many threads on this issue, so Marriott corporate can not duck this issue of the misleading discrepancy. They do lurk here and they lurk here often, so to continue to ignore this is IMHO wrong.

I have personally communicated for over a year now with several senior individuals in MR / SLC and others on a number issues, this being one of them. They are aware of the difference in verbiage and have indicated that the web site would be changed to reflect the language in our 2004 package. I should add that I have ALWAYS found these individuals to be very concerned about these issues, very responsive, and very concerned about providing excellent customer service that goes above and beyond. That being said, I truly believe they have attempted to have the language changed on the web site, but for what ever reason they have been unsuccessful in their efforts. Some one some where needs to fix this ASAP, for no other reason than the ill will created by leaving it intact.

As for as the request of Chris, while I disagree with the tone of the requests in some of the subsequent posts, I think it is a valid one in which we should expect an answer. He is a official representative of the company. Marriot was and is very aware these types of tough questions would be asked, as they had lurked on the other FT forums and knew that we could be a tough bunch to handle at times. I know this for a fact as I discussed it with them. One of the reasons it took so long to get a lurker, was that this and issues like it were discussed at length among Marriott management about who and how they wanted to answer them. (and to be sure they appointed someone of Chris’s ability to handle us)

With all that being said, I think we know what the policy is and I would ask that Chris work with the powers to be to get the web site changed as quickly as possible. I also very much agree that we would all do well to tone down the confrontational aspects of our posts. Lets give Chris a chance to find his way here and remember that in many cases he has to interact with other departments to obtain answers for us and that sometimes takes longer than we think it should.

Well said.

All this coming from an individual who does not find it unethical using rate codes to which he is neither entitled to or authorized to use! :rolleyes: :rolleyes:
Didn't you suffer through a 30 day posting ban in your history? Besides that, I've already posted that I would discontinue the practice the you referred to; and I'll add here that I've actually used the tactic a total of ONE time. So you can climb right on down off of that high horse you rode it on. :rolleyes: :rolleyes:


I'll add my two cents here, no not all elites find this the most important thing to them. I much prefer being realistic and would simply like breakfast to be provided on the weekend, among other things!
So since all you want is a weekend breakfast, then foreget about everyone else? Personally, 99% of the time I don't particularly care about upgrades either as I'm mostly travelling alone and/or staying at Res. Inns and Courtyards. Personally, I don't give a rats behind about whether I get an upgrade or not, the biggest benefits I see of being a platinum are 30% bonus points and 48 hour reservation guarantee. My only point is that Marriott should provide what they say they provide. And, in the case of Platinum upgrades, that is an upgrade to the finest available accomodations. If they said that they'd upgrade you to the next level room, when available, then that is all that I would expect - BUT THAT IS NOT WHAT THEY SAY! My opinion on this topic would not change if I was merely a Marriott Silver - I'm just saying that the language is very clear.

Finally, Chris, take a good look at the Hilton and Starwood threads. Contrary to what has been stated above, an upgrade to a suite is not a guarantee to a Hilton Diamond member -- or a Hyatt Diamond member, for that matter -- and although it may be a perk that SPG says owing to its Platinum members, there is quite a long thread that evidences otherwise.
The practices of Hilton, Hyatt and Starwood are irrelevant to the question posed by the OP. Hilton, Hyatt and Starwood were not even mentioned by the OP. This is simply a question of what, exactly, has Marriott promised and what do they intend to deliver.

I much prefer realistic promises to pie in the sky promises, and although I think that the language must be changed to better approximate reality, all who have posted on this thread, at the least, are quite aware -- as a result of our good friend Socrates' intervention -- what the score is on this issue.
I have read threads and heard other individual's interpretations of what the "score is on this issue", but those individuals who believe that a Platinum is NOT entitled to a suite upgrade, when available, appear to be wrong. Based upon the clear languange on Marriott's website, I fail to understand how ANYONE could interpret that to mean that a Platinum is NOT entitled to a suite. I have also seen others post information about the website language being inconsistent with the 2004 Platinum package materials sent by mail. However, I no longer have my Platinum package and have been unable to verify this. I have also never seen any posts that present a quote of the language from the mailed packages. The Marriott website is, in my opinion, the best source of information on this topic.

I would have hoped that you would have received a warmer welcome than this, but some wish to beat a dead horse and further alienate a potential ally of ours on this board.

Don't you posters ever think? Isn't it clear that many at Marriott are avidly following Chris' progress to see whether this experiment was at all worthwhile???
I have no idea where you are getting this from. The whole point of having an official Marriott presence on this board is to answer questions exactly like the one posed by the OP. I certainly didn't read the OP to be in any way confrontational, hostile or abrassive. It seemed to me to be a logical question. Especially considering that many of the posters here seem to have a misunderstanding of the policy - despite the very clear and unambiguous language on Marriott's website. The only problem I see with the original question is that it isn't really necessary to ask since the answer is already provided in such a clear manner on the website.

For heaven's sake, it took long enough for Marriott to anwser our requests and appoint an official presence to this board and community, and now with stunt like this, all that may be jeopardized and the plug may be pulled at any moment!!
Huh? Do you really believe that Flyertalk is that crtical to Marriott and their overall success? Do you really think Bill Marriott gets with his inner circle on a monthly basis to discuss the information they've gained by reading FT? Don't get me wrong; FT is a great resource and can be a lot of fun, but it is just a (damn fine) internet message board. Mariott rewards has 20 Million members. How many are active here? Maybe 200?

Better to concentrate on achievable goals -- breakfasts on weekends for all elites, realistic elite levels and attainment of same, answers to ambiguous promotions, and perhaps help in securing some special request, etc.
That's fine if those are the requests that you want to make, but just because that's what matters to you it doesn't mean that other members care about them. Furthermore, the OP wasn't even about asking for something more than has already been promised, it was merely about the proper interpretation of a promise that appears to have already been made. Let's take your "achievable goal" of "realistic elite level attainment". Personally, I like it the way it is because I don't want a ton of other platinums out there that I'm in "competition" with for my benefits. But, how would you feel if Marriott's website said that it took 75 nights to achieve platinum status, but once you had stayed 75 nights, you were still at silver? When you question Marriott about this, what if they said "oh, the language on the website means that you have to have 75 stays. Since you had 25 stays of 3 nights each, to total your 75 nights, you will need another 50 stays before you will be given platinum status". Well this is an exact analogy to the Platinum upgrade issue. The website clear states an upgrade to the finest available accomodations. Apparently, you and others here interpret that to mean a "one class" upgrade to, for example, the conceirge level. I, and others here, interpret that to mean, well, and upgrade to the finest available accomodations. I'll say it again: How can ANYONE see ANY ambiguity in that statement? I guess I just don't have a full command of the english language.

Let's not have the whole thing come crashing down because of an answer we already know!
Why would the whole thing come crashing down just because this question has been asked even though we already know that the answer is that Platinums are entitled to a upgrade to the finest available accomodations? If a legitimate question like this causes Chris's retirement from the board, then he was never really here in the first place. The only things that I could see that would cause Marriott to pull him would be (1) they decide communication with ~200 of their 20 million members isn't worth the time and expense to keep him here or (2) a hostile environment develops where personal attacks are repeatedly lodged at Chris by a fair number (say 10 or greater) posters. I don't think that either of those are likely to happen and I certainly don't see any of the posts in this thread as a personal attack on Chris or even an attack on Marriott. I do, however, see certain aspects of your post as an attack on me - but I've got pretty thick skin, so bring it on. :D :D :D

Guys/Gals......Please...this is not the OMNI forum (remember it would be easy for Randy to see the need to appoint a moderator for us.....which none of us wants)

Let's all play nice

Don't fool yourselves into thinking Marriott is only doing customer service for 200 people by communicating on Flyertalk. For every member who posts in this forum there are plenty of members who don't and many, many more who aren't even registered but read and learn from the posts.

We're all on a stage with everything we write, being read by many others. This thread alone has been viewed almost 400 times already at this moment and there are threads on the front page of this forum which have been read by several thousand (check out the # of views in the index).

I think we keep coming back to this topic because of the vague nature of the benefit and the delivery of it.

Subconsciously I think we are all comparing this to airline programs. We are either upgraded to first class or not. Most of the time, we know several days in advance whether we are upgraded or not.

I think that when we submit our reservation we should have a request sent to the hotel for a room upgrade. If the hotel has 10 suites available and 2 elite members on the list, the website should note that our upgrade has been cleared in X number of hours/days in advance of arrival. (Marriott fill in the time frame)

I realize this is extra work, but I think this would go a LONG WAY to taking Marriott Elite Member anger to satisfaction.

Didn't you suffer through a 30 day posting ban in your history?

Actually, I was released from my confinement for good behavior. :p

Besides that, I've already posted that I would discontinue the practice the you referred to; and I'll add here that I've actually used the tactic a total of ONE time. So you can climb right on down off of that high horse you rode it on. :rolleyes: :rolleyes:


I'm glad that I and the others who had chimed in on that issue had a demonstrative effect on your behaviour and ethics. ;)


I do, however, see certain aspects of your post as an attack on me - but I've got pretty thick skin, so bring it on. :D :D :D


Ahh, I don't have the time, patience or inclination to read most of what you wrote above. However, the amount of time you took while attempting to skewer my statement belies your protestations that you have a thick skin and were not bothered by my itty bitty reference to you.

I think that even you have got to admit that you set yourself up for that one, and I really have no axe to grind with you, so to show my sincerity, I hereby extend a warm welcome to you to this board.

Feel better? :D

No, don't be confused. :confused:

I actually mean it, although I do stand by my belief that Chris ought not to be placed in this position so soon after taking on this responsibility.

I surely hope that he is monitoring this thread, but will refrain from posting until he is back on the clock -- that will afford him some time to compose a good response, that surely will be vetted by Marriott's attorneys before it is ever posted on this board!! :eek:

Look folks, the wording is ambiguous and needs to be cleaned up. Asserting that you should be given the presidential suite, while not excluded from their materials, is PRETTY SILLY! I read the 'whenever we can' to be similar to that 'other duties as assigned' present in many job descriptions. It's an out, not a commitment. I think this thread is going to be enough to make Chris crawl under a rock out of fear of this forum.

As for getting an upgrade if it is available, doesn't that quite possibly conflict with the room availability guarantee? If they have to keep rooms available for people until the last second, that may well be a reason why they can't upgrade you even though you see the room as available.

We seem to be pretty evenly split on the approach taken here. I read the OP (I can do that too) as calling out the new guy and then ending it with a jab of 'and another thing, your definition of upgrade isn't an upgrade...in my opinion.'

We've a good heart discussion going on, let's not let it spiral into personal attacks any further.

Cheers.

:) :) :)

I have talked to corporate about the FINEST AVAILABLE statement. I was told over a year ago that the statement will be taken off the web site SHORTLY.

I have sent email to Mr. Marriott's email address directly and not receiving any responses.

I don't really care how big my room is. But I do take promises very seriously, especially promises in writing. I used to use Marriott brand exclusively. Now I only go to ones I truly like.

Marriott took the effort to create the mailing and sent to all Plt member. I would think chaning the wording on the web site is a much smaller and easier task. I think some of us here will probably put this issue to bed if the statement is taken off the web site.

How about it, Chris?

:) :) :)

I have sent email to Mr. Marriott's email address directly and not receiving any responses.


:confused: I hope you're kidding.

I would like to first apologize for not resonponsing to your inquires sooner rthib. Some things require a certain amount of time to be researched. Please be assured that I will always answer to the best of my ability.

According to the new Elite Membership Benefits Guide for 2004, room upgrades are defined as:

"Suites not included; upgraded accommodations at no additional charge. Based on availability and limited to a member's personal guest room. Not available at Marriott Vacation Club International or Horizons by Marriott Vacation Club."

Platinum and Gold members will receive a preferred room type based on location, room type, view, or amenities. For example, if you have been booked into a room on the Concierge level, you may be upgraded to a corner room of a larger size on the same floor. If you have been booked into a room without a view, you may be upgraded into a room of the same type on a higher floor or with a better view.

As I have said before, hotels do pre-block rooms prior to check-in. That way Platinum and Gold Elite members receive the highest priority. Therefore, it is important to always include your Elite membership number when making reservations.

In regards to the information online, I have sent a request to have it updated accordingly. The change should take place by next week. I also want to personally thank everyone for your patience in this matter! As always, I am happy to help and will continue to be here to help!

Sincerely,

Thanks for gertting the answer and good luck getting the web site changed. I

According to the new Elite Membership Benefits Guide for 2004, room upgrades are defined as:

"Suites not included ....


Well, "suites not included" certainly isn't what a lot of folks want to hear, but at least it's a definitive answer. Now you know that if being upgraded to suites is important to you, you're probably better off in *wood.

Thanks for the response Chris. I have the following questions: Why is there a difference in the website language for platinums and golds? Who is the best person to communicate with in Marriott Rewards to express our unhappiness over this negative change (I assume many, but not all, others feel very unhappy about this).

As I'm sure you know, SPG, with a far lower plat requirement than Marriott, includes upgrades to standard suites as part of its platinum program perks. I'm also guessing that MR management would like to generate support for a better outcome for the Freddies next year. The three biggest issues repeatedly mentioned over the years in Marriott threads here are: upgrades, official lurker, and breakfast (Couryard, and Marriott/Ren weekends). I recognize from the vociferous posts from certain folks that not all agree as the relative importance of the three. But it is crystal clear that substantial numbers think those are the three important issues. Your welcome appearance, and your excellent subsequent participation have pleased most of us, including myself. But I would like to be able to express my unhappiness over what I view to be the negative change in upgrades to somebody at Marriott who is involved in making such decisions. Not to rant and rave, but to simply express my view that it makes sense for Marriott to be competitive with SPG in this significant issue. I understand that some posters say that SPG doesn't always provide the suite upgrades. But their rules provide the plats are entitled to such upgrades, and their Lurker and management intervene when such is not provided. It would be neat if Marriott did the same, and I think that would be reflected in next year's Freddies. Again, do you have a recommendation as to who to contact, and how? Thanks again Chris, and make no mistake, I am grateful for your participation here, and that has increased my loyalty to Marriott.

Thanks Chris; well done.

Platinum and Gold members will receive a preferred room type based on location, room type, view, or amenities. For example, if you have been booked into a room on the Concierge level, you may be upgraded to a corner room of a larger size on the same floor. If you have been booked into a room without a view, you may be upgraded into a room of the same type on a higher floor or with a better view.


Please add my disappointment with this 'perk' if you communicate this upwards. Last week I was lucky enough to have a tiny room, on the 4th (of 20) floor, facing the inner courtyard of the St. Louis M. This week I had a room pre-assigned on 16. "No rooms on 18?" - the lounge floor - I inquired. "Let me look - 18xx, 18xx, 18xx, there are plenty available". So after 100+ nights a year for 4 years, 5 months straight at this hotel, with my Platinum # on profile, I get an "upgrade" to a "city view" - which are 70% of the rooms in the hotel. As a SPG Gold (yes, a lowly Gold), I have been upgraded to suites about 50% of the time.

We have just negotiated a competitive corporate rate at the local Westin. I have been holding off on the "once in a lifetime" status match, but with a 6 month extension to my project just inked, my letter goes out tommorrow.

Quite disappointed.

You can put my name on the petition for disapointed as well. I have also been a loyal Marriott customer for the last four years, 3 as a Platinum with well over 100 stays each year....well on my way for this year as well...

I find this decision to EXCLUDE suites specificially to be disheartening. I, for one, have had pretty decent luck in the past getting upgrades at Marriott, Rennaisance and Courtyards. Upgrades, for me, are important. It adds something special to the trip away from home. It's more than just a "bed" or a "place to sleep" for me. If that were the case, I would stay at the Motel 6 or something of equal value. Even when I travel for pleasure, I choose Marriott brand in hopes that a suite is available. It's a perk, while never 100% clear, that I have been able to cash in on.

I'll never for get our trip to Manchester, UK and the beautiful Rennasiance there...I wasn't even going to bother asking for an upgrade there...I just assumed in Eurpoe they would stare at me blankly. To my suprise, when my wife and I arrived at our room, we had already been upgraded to an awesome suite that has only been rivaled by the Marriott - Denver Tech Center so far.

I can only hope Marriott will rethink this policy. It seems moronic to me to allow suites to go unoccupied if it will guarantee the continued patronage of the most LOYAL customers. I can give my 100+ a year to Hilton and SPG if they want...but I'll be taking more than a dozen co-workers with me. Maybe they think now that they have more than 20 million rewards members, they can afford to lose a few Plat and Gold?

:confused:

ChazDawg

For those of you that wish to voice your comments/concerns/feedback on this issue, I recommend you fill out an online form. You can do so by clicking on the following link:

https://marriott.com/suggest/suggest.mi

Believe me, your feedback is important to us!

For those of you that wish to voice your comments/concerns/feedback on this issue, I recommend you fill out an online form. You can do so by clicking on the following link:

https://marriott.com/suggest/suggest.mi

Believe me, your feedback is important to us!

Sent (along with my fax to SPG). I'll post replies I receive, if any.

Hang in there Chris.

Sent in my comments as well...I'll post any response ABOVE AND BEYOND..."Thank you for your input"

;)

Sent mine in too.

sent in mine too.
Also, I don't see any value in Platinum elite member level if they do not enforce their upgrade policy for Plat members to the "best available accomodation" (including suites). Gold and Plat members are basically the same except for the "welcome gift" which cost less than $5 per gift. This Plat Member Level is a joke.

sent in mine too.
Also, I don't see any value in Platinum elite member level if they do not enforce their upgrade policy for Plat members to the "best available accomodation" (including suites).

:rolleyes: Have you paid any attention? Suites aren't included in the policy. Period. End of story.

:rolleyes: Have you paid any attention? Suites aren't included in the policy. Period. End of story.

When did they stop upgrading to Suites? Last December I was upgraded in Kauai to a 2 Room Corner Suite, with living room and dining room and sepderate bedroom? (on MR also).

:rolleyes: End of story.

WANNA BET??? :rolleyes:

When did they stop upgrading to Suites?

It is part of 2004 Elite Guide.
Some Hotels still Upgrade to Suite, it is just not Policy.

So Policy is:
Platinum Gets you 5% Bonus and carton of Ice Cream.

This thread is hilarious. :D

IMHO, this subject should never have been raised as Marriott's response is certainly predictable.

I have always managed to get my share of suite upgrades regardless of any published policy. As one manager told me in the elevator at the Downtown Chicago Marriott, if the suite is vacant, it might as well be used!!!!

Sometimes greed clouds the frequent traveler's judgment.

This was sent to me in response to my post to Marriott.com - It's not too shabby.

Dear XXXXXXX,

Thank you for taking the time to express your concerns.

I apologize that our office has not been informed of the policy that you have mentioned.

I would like to provide you with the information that our office has on this benefit.

The 2003 Elite Membership Brochure for Gold and Platinum members states:

When you check in, we'll upgrade you to our finest available accommodations - whenever we can - at no additional charge.

Terms and Conditions:
At participating locations Gold and Platinum members will receive an upgrade to the next best guest room, when available upon check-in. The type of upgrade varies by hotel. Upgrade is limited to a member's personal guest room only.

The only properties that do not participate for the limited Gold and Platinum upgrade benefit are "Marriott Vacation Club International" and "Horizons". The type of upgrade will vary from hotel to hotel. Upgrades can include suite, concierge, corner, nice view, etc.

Our hotels are instructed to pre-block Gold and Platinum Elite members to upgraded rooms well before their arrival. This is one reason why having your Marriott Rewards number and current Elite level noted on your reservation. If hotels are able, they should upgrade Gold and Platinum members to a suite. The benefit is for a room upgrade, but the upgrade to a suite is an exception hotels would like to make when possible. Sometimes suites are available but are unable to be offered as the Elite upgrade benefit.

I highly suggest either calling the specific hotel ahead of time or if that is not possible, discussing your upgrade options with the front desk at the time of check in.

For Elite Membership benefits information, click here: http://marriott.com/rewards/learn/memben.mi?WT_Ref=mi_header.

Please reply if you have any questions about this.

Sincerely,

Trevor Stauffer
Marriott Rewards

When did they stop upgrading to Suites? Last December I was upgraded in Kauai to a 2 Room Corner Suite, with living room and dining room and sepderate bedroom? (on MR also).

Some hotels will continue as before

I received the same response from Trevor LAST year and I even posted this on one of the many threads on this topic. Please note that his response says "2003". The 2004 member package changed all of this language. Now the question becomes, why are they still using the 2003 benefit guide in SLC? :confused:

This was sent to me in response to my post to Marriott.com - It's not too shabby.

Dear XXXXXXX,

Thank you for taking the time to express your concerns.

I apologize that our office has not been informed of the policy that you have mentioned.

I would like to provide you with the information that our office has on this benefit.

The 2003 Elite Membership Brochure for Gold and Platinum members states:

When you check in, we'll upgrade you to our finest available accommodations - whenever we can - at no additional charge.

Terms and Conditions:
At participating locations Gold and Platinum members will receive an upgrade to the next best guest room, when available upon check-in. The type of upgrade varies by hotel. Upgrade is limited to a member's personal guest room only.

The only properties that do not participate for the limited Gold and Platinum upgrade benefit are "Marriott Vacation Club International" and "Horizons". The type of upgrade will vary from hotel to hotel. Upgrades can include suite, concierge, corner, nice view, etc.

Our hotels are instructed to pre-block Gold and Platinum Elite members to upgraded rooms well before their arrival. This is one reason why having your Marriott Rewards number and current Elite level noted on your reservation. If hotels are able, they should upgrade Gold and Platinum members to a suite. The benefit is for a room upgrade, but the upgrade to a suite is an exception hotels would like to make when possible. Sometimes suites are available but are unable to be offered as the Elite upgrade benefit.

I highly suggest either calling the specific hotel ahead of time or if that is not possible, discussing your upgrade options with the front desk at the time of check in.

For Elite Membership benefits information, click here: http://marriott.com/rewards/learn/memben.mi?WT_Ref=mi_header.

Please reply if you have any questions about this.

Sincerely,

Trevor Stauffer
Marriott Rewards

Left hand, meet right hand. Right hand, this is left hand.

This was sent to me in response to my post to Marriott.com - It's not too shabby.

Dear XXXXXXX,

Thank you for taking the time to express your concerns.

...
The 2003 Elite Membership Brochure for Gold and Platinum members states:

When you check in, we'll upgrade you to our finest available accommodations - whenever we can - at no additional charge.
...
Please reply if you have any questions about this.

Sincerely,

Trevor Stauffer
Marriott Rewards

I suggest you reply to Mr. Stauffer, noting that his statement is from the 2003 brochure, and provide him the verbiage from the 2004 brochure. You may also include the specific quote provided in this thread. I'm interested in the reply.

Upgrades can include suite, concierge, corner, nice view, etc.

Sometimes suites are available but are unable to be offered as the Elite upgrade benefit.

I agree--that was a reply that tried to be helpful and was more than the standard boilerplate response. I'm a little confused again, however, because of the two statements I cut out of Trevor's response. If the upgrade is to the "finest available accomodations" and can include suites, then under what circumstances would suites be available be UNavailable as the elite upgrade benefit?

And yes, I know the wording has changed for 2004. But since Trevor works for Marriott Rewards and he thinks the 2003 policy is still in effect (and he took all the time to write that nice reply), I'm curious about the apparent contradiction.

This is now getting amusing (well, sort of, but not really). Here is an portion of the reply I received from elite.member@marriott.com, where I forwarded the exact text of my feedback earlier in this thread:

"Our office suggests you contact a hotel and ask them directly regarding their
upgrade policies. As per the Elite Benefits, you should be upgraded to the
finest room available for your stay. If you consistently are not being upgraded
at a specific hotel, please contact the manager or the property as well as hotel
customer service..."

Chris?

Well it's been a week since this subject first reared it's ugly head so what have we learned that we didn't already know when this thread started???

Is there a clear policy regarding upgrades????

Is there consistency in application????

Is this a touchy subject????

Will Chris be able to make a difference on this board????

While I truly don't know the answers to these questions, I DO know that this upgrade policy should be the LAST thing elite members chat about, just like over at the *wood forum!

Oops I forgot over at the *wood forum they do chat about upgrades....it's just that they are usually bragging about 19 out of 20 or 20 out of 24 etc, not quite the same as the MR forum!!!

Guess I forgot myself for a second! :eek:

I think Chris will make a difference here and has in some respects already. If making a difference means clarifying this particular question, sounds like it is systematic. If it means reversing stuff like this, probably not. I know he represents, I also think he was put in a pretty difficult spot on this one. Just my opinion.

I agree! ^

Now, get your butt in a seat on that plane to CDG and enjoy yourself! ;) :cool:

Guess I forgot myself for a second! :eek:

No, I don't think you did! Just the usual "let's throw rocks rather than have a meaningful discussion!" :(

Will Chris be able to make a difference on this board????
[/list]

It depends on what you're expectations are, but I personally feel the answer is yes (and maybe I'm looking through rose colored glasses but I would think the majority of posters in the MR forums would agree)

Isn't the policy somewhat clear to the regular travelers from their own personal experience?

That is, those of us who have stayed with Marriott on a regular basis, for the past 10+ years, know that the policy changed about 5 years ago to what the 2004 booklet says now. That is, while hotels are free to give better upgrades if they want (and some will do so either from practice or when prodded), the "expected upgrade", in the absence of special circumstances, is a *slightly* upgraded room, not the "best available accommodations."

In the 1980's and early 90's I almost always got a *great* room, without asking. For the last five years I almost *never* got a *great* room. Unfortunately (for me), I finally got tired of waiting for a change, and I switched to Startood (on a Platinum comp) starting in 2004. So far I have received a suite on every stay except a convention in New York, 3 weeks ago, when the hotel was 100% full. (I know, from reading the Starwood board, that it seems to be about 80% success rate from frequent travelers - but that is about 70% *more* than I was getting at Marriott).

I am hoping that Marriott will decide that the current policy is a mistake, and will *actually* change back to "best available" (not just as a type on the website, but in practice).

Isn't the policy somewhat clear to the regular travelers from their own personal experience?

No, not at all.

The *reality* is very clear, exactly as you describe. It is obvious that the *policy* is not consistently understood internally. From recent exchanges, it appears that we as customers understand it better.

If MR staff still think the policy is "best available", they will believe they are offering competitive benefits, blame it on the property owners (see my note above), and wonder why folks are leaving/Freddie's are going elsewhere.

The opportunity, perhaps wishful thinking, is that someone at the right level will have a "wait a minute, you mean that's not our policy/what we are communicating/what we're doing? Heck, no wonder we're losing loyal customers. Let's go fix it, this is vital to our business" moment.

I believe in a fundamental tenent that folks won't fix things if they don't know there's a problem. Just hopping over to SPG without any feedback will do no good. Perhaps communicating the reason for the move will help understanding and bring about change.

Wishful thinking? Maybe? But it's a grand total of 30 minutes of effort and, who knows, if enough people say the same thing, maybe it will help.

No, not at all.

The *reality* is very clear, exactly as you describe. It is obvious that the *policy* is not consistently understood internally. From recent exchanges, it appears that we as customers understand it better.

If MR staff still think the policy is "best available", they will believe they are offering competitive benefits, blame it on the property owners (see my note above), and wonder why folks are leaving/Freddie's are going elsewhere.

The opportunity, perhaps wishful thinking, is that someone at the right level will have a "wait a minute, you mean that's not our policy/what we are communicating/what we're doing? Heck, no wonder we're losing loyal customers. Let's go fix it, this is vital to our business" moment.

I believe in a fundamental tenent that folks won't fix things if they don't know there's a problem. Just hopping over to SPG without any feedback will do no good. Perhaps communicating the reason for the move will help understanding and bring about change.

Wishful thinking? Maybe? But it's a grand total of 30 minutes of effort and, who knows, if enough people say the same thing, maybe it will help.

o.k., i will follow this advice. as many of the frequent posters in the forum may recall, last year, I was one of the many people upset at being lied to by marriott front line staff and so i left marriott and have brought all my business and personal travel to SPG. the reason for the move? the upgrade fiasco ... i'm not talking about ambigous language in the official rule book, i'm talking scenarios like this:

me: you know that i'm a platinum member. i would please like to be upgraded to a suite if available.

marriott front desk clerk: i'm sorry sir, there are no suites available. they are all booked.

me: o.k, i'll call the marriott reservations line and ask to book a suite for tonight.

marriott reservation line: o.k, it is available, that will be x amount of dollars.

the bottom line, is that in my platinum experience with marriott, several of the front desk clerks at several properties, were F'ing liars. and so, i've taken my wallet elsewhere. the rest of you can continue to bend over and grab your ankles and thank marriott for the pleasure of taking your money if you want to, but i've left and the positive experiences at SPG, far out weigh the lying hassles at marriott.

Everyone here asked, practically BEGGED, for an Official Marriott presence here.
And now we have one. Shooting the messenger because you don't like the message isn't going to get anyone anywhere.

The official wording apparently says that suites aren't included in the Platinum benefit. Is that what we'd hoped to hear? No. But we asked for a definitive answer, and now we have it. Whats the phrase.....Be careful what you wish for...?

Some hotels may continue to upgrade to suites. That's great. Chris suggested if you want an answer, call the hotel directly. That should alleviate most ambiguity.

To sit here and whine back and forth and, even worse, question Chris's commitment to assisting us here is really unnecessary and extremely unflattering to the Marriott board. Chris has suggested we e-mail Marriott to voice our displeasure, and I think it's incumbent upon every one of us to do that if we are not happy with the official Marriott stance.

If you aren't pleased with the answer (and don't get me wrong, I'm not pleased as well), the best thing to do is make your opinions known to management in a way that will be seen as constructive and professional. Bashing and rehashing here, seeing that a clear answer has been given, just isn't going to do anything but perpetuate the negativity that's already creeping in around here.

I, for one, appreciate Chris's efforts (do we know for sure if Chris is a he or a she?? :) ). Let's try and keep an atmosphere that will encourage Chris to stay and be the voice that we've asked for.

:)

Everyone here asked, practically BEGGED, for an Official Marriott presence here.
And now we have one. Shooting the messenger because you don't like the message isn't going to get anyone anywhere.

Let's try and keep an atmosphere that will encourage Chris to stay and be the voice that we've asked for.

:)

I don't get it. Who has bashed Chris? Who has even bashed Marriott? Was there anything out of line in the OP's question? Is there anything out of line in asking who to complain to? Is there anything out of line in Marriott loyalists simply telling the powers that be of there dissatisfaction with the upgrade policy? Is it your view that Chris feels imposed upon by the original question? It does not appear that he feels that way, and he generously provided info as to where to make our feelings known, and hopefully count. With all due respect, the only bashers in this thread are those who have engaged in personal insults and sarcasm against other FTer's. (Review the many posts above to see where these insults and sarcastic comments have come from.) Instead of the complaints directed against fellow FTer's, I would think we all would want to encourage MR to provide an upgrade benefit befitting platinum loyalty, as does it closest competition. Why is this whining?

the rest of you can continue to bend over and grab your ankles and thank marriott for the pleasure of taking your money if you want to, but i've left and the positive experiences at SPG, far out weigh the lying hassles at marriott.

I think it is unnecessary to post this in a message. If you are happy at SPG, then that is great, but to call out other MR members or those that enjoy Marriott is uncalled for and not needed in this thread or forum.

No, not at all.

The *reality* is very clear, exactly as you describe. It is obvious that the *policy* is not consistently understood internally. From recent exchanges, it appears that we as customers understand it better.

If MR staff still think the policy is "best available", they will believe they are offering competitive benefits, blame it on the property owners (see my note above), and wonder why folks are leaving/Freddie's are going elsewhere.

The opportunity, perhaps wishful thinking, is that someone at the right level will have a "wait a minute, you mean that's not our policy/what we are communicating/what we're doing? Heck, no wonder we're losing loyal customers. Let's go fix it, this is vital to our business" moment.

I believe in a fundamental tenent that folks won't fix things if they don't know there's a problem. Just hopping over to SPG without any feedback will do no good. Perhaps communicating the reason for the move will help understanding and bring about change.

Wishful thinking? Maybe? But it's a grand total of 30 minutes of effort and, who knows, if enough people say the same thing, maybe it will help.

I applaud your optimism here, but this epihpany you're hoping for should have taken place eons ago if it truly was going to happen. People here have been complaining for years about the policy and nothing has changed. They know what we think. What could possibly make anyone think that all of a sudden there's going to be some dramatic change or call to action? It's not going to happen in my opinion.

The only reason I'm still with Marriott is because some of my travel takes me to smaller locales where I can't always find a *wood property, but there always seems to be a CY or RI.

Basically, I'm stuck. Sometimes life stinks.

I applaud your optimism here, but this epihpany you're hoping for should have taken place eons ago if it truly was going to happen. People here have been complaining for years about the policy and nothing has changed. They know what we think. What could possibly make anyone think that all of a sudden there's going to be some dramatic change or call to action? It's not going to happen in my opinion.

The only reason I'm still with Marriott is because some of my travel takes me to smaller locales where I can't always find a *wood property, but there always seems to be a CY or RI.

Basically, I'm stuck. Sometimes life stinks.

As I said, perhaps wishful thinking. But I know change doesn't magically happen - you have you express what is wrong, what you would like corrected, provide suggestions on how to get there, and be patient. Yes, people here have been complaining for a long time. "Here" may or may not have gotten "there" before Chris joined the group. With an official presence on the forum, this is now another channel to express our concerns and desires.

Far from bashing (with the exception of rives21's uncalled-for comment), I agree with ohmark that we are welcoming Chris and asking for his help, appreciating his assistance. Begging for an officail representative here, and then clamming up and not expressing our opinions would be quite pointless.

Flyerwife, please point to where we bashed Chris, shot the messenger, questioned Chris' assistance, whined, or did any of the other things you mentioned.

You end with "best thing to do is make your opinions known to management in a way that will be seen as constructive and professional". I ended with "Perhaps communicating the reason for the move will help understanding and bring about change...if enough people say the same thing, maybe it will help." Others have expressed the same thougt. Am I missing something????

Just for the record.... after suffering through some uncalled for personal attacks earlier in this thread, I want to clarify that I'm still simply looking for Marriott to promise what they deliver or deliver what they promise. This can be accomplished one of two ways:


Offer platinum's a upgrade to the "finest available accomodations" whenver possible, or
Change all Marriott Rewards documentation to indicate that platinums are entitled to (only) an upgraded room whenever possible.


I guess I find the Company's own website as a more authoritative source that postings on an internet message board - even if those postings come from a Marriott employee. I don't think doing one of the two above is all that difficult. And, while I'd certainly prefer they'd choose #1, I've got no problem with them stating that #2 is their policy if that actually is their policy.

Just for the record.... after suffering through some uncalled for personal attacks earlier in this thread, I want to clarify that I'm still simply looking for Marriott to promise what they deliver or deliver what they promise. This can be accomplished one of two ways:


Offer platinum's a upgrade to the "finest available accomodations" whenver possible, or
Change all Marriott Rewards documentation to indicate that platinums are entitled to (only) an upgraded room whenever possible.


I guess I find the Company's own website as a more authoritative source that postings on an internet message board - even if those postings come from a Marriott employee. I don't think doing one of the two above is all that difficult. And, while I'd certainly prefer they'd choose #1, I've got no problem with them stating that #2 is their policy if that actually is their policy.

MCO, I agree with your point on the web site. If I'm looking to join a program (get comped, etc.) I'm going to read the web site T & C. Imagine the surprise I'm in for once the official packet shows up. Am I going to have a warm and fuzzy feeeling about my choice of programs? I don't think so

[QUOTE=Marriott Concierge].

According to the new Elite Membership Benefits Guide for 2004, room upgrades are defined as:

Platinum and Gold members will receive a preferred room type based on location, room type, view, or amenities. For example, if you have been booked into a room on the Concierge level, you may be upgraded to a corner room of a larger size on the same floor. If you have been booked into a room without a view, you may be upgraded into a room of the same type on a higher floor or with a better view.
New here; new to Plat...

I utilized the comment form activated by the link but I thought I'd restate this anyway.

- Whatever else, I think it's important that there be consistency in terms of the administration of the policy. If suites are not included, so be it, but the contradiction in the stated policy goes beyond the website.

In the booklet I received entitled "Platinum Elite Membership Benefits 2004"
on what would be page 3 (if the pages were numbered) it states-

"Room Upgrade When you check in we'll upgrade you to our finest available accomdations - whenever we can - at no additional charge. See terms and conditions for details."

On what would be page 7, under Elite Member Benefits - Platinum Membership, is stated what I will not rehash (but understand) about Suites not being included in the Upgrade policy.

It seems to me, perfectly clear;

Suites are not included, but Finest Available Accomodations seems to be emphasized and my definition is just that; if you're booked into a room with a brick-wall view and there's a Concierge Level, high-floor, view room available you get it - first come, first served. If that's the case, upgrade to a "better view" (in the same quality of accomodation) really isn't playing fair.

So, while there is no point (nor logic) in 'slaying the messenger' I wonder why the ambiguity?

After all "Finest Available" (with the "Suites not included" qualification) would suggest that the explanation you provided (and I assume which is the one authorized by the powers that be) really isn't accurate.

Or is it correct and the ambiguity in that booklet has to be clarified?

Personally I can accept the "no suites" rule, but what about, instead of all this confusion and arguing, simply listing which locations will offer suites as part of the Plat upgrade policy, which won't, but will truly attempt to accomodate to "Finest Available (Room)Accomodations" and lastly which simply do not participate like is done with the timeshares?

Here's my experience with different Marriott properties - YMMV. Yes, it's true. I have to admit, like a previous poster, that the STL Marriott gave me the most-merely-ok (I won't say "worst", because it was OK, but not what I'm used to as a Platinum . . . that accolade goes to the Marquis in Times Square, hands down) treatment I've had - an outside view of the stadium, which I guess was nice if you liked listening to late nite baseball . . . and walking over to the other tower to use the concierge and gym . . .

As far as upgrade to "best available room", in my experience, all you have to do is ASK. I don't, usually, because I usually don't need it. However, the three times in the last year I have asked for it (twice at Tampa waterside, the other I forget offhand), they came through in spades with the suite etc. (and on a Rewards reservation, no less). I know that Marriott tracks us pretty well in their database, preference-wise etc. It wouldn't surprise me if they also track us by who asks for upgrades how often, who's a PITA, etc.

If you don't like the way you're being treated at one Marriott property, and you're on a long-term engagement, MOVE. There are usually others that are quite willing to take your money, and likely give you an upgrade in the process.

Veefib

Well stated first post! Welcome to F/T and the normally laid back and quiet Marriott Forum.

Well stated first post! Welcome to F/T and the normally laid back and quite Marriott Forum.

Quite what!!!! ;)

Welcome, as well.

To the normally more QUIETER forum, but one that had been overrun with too much whining about this specific issue! You will not have to look far to see what I mean! :D