As a Platinum, I have had a 3-for-3 upgrade (to a suite) success rate at Courtyard properties. My comment regarding your experience is that you should definitely contact customer service. Denying an Elite perk which is valuable to the customer and cheap for the company seems to defeat the purpose of elite membership. If the only "Reward" in Marriott Rewards is the gold or platinum card, why stay loyal to Marriott?