i received a letter from marriott today regarding the letter which i wrote to them about the poor experience at the san diego mission valley marriott.

after the usual apologies, they wrote:

"Marriott's policy is to provide our Gold and Platinum members an upgraded room at check in based upon availability. This benefit applies to room upgrades which means that if you reserved a standard room, the upgrade could include a corner room, better view or concierge level room. An upgrade to a suite is an exception and therefore not required of our hotels."

they did give me 5,000 points as a goodwill gesture, which i assume was in response to the threatening check in agent.

so what you guys think? i guess we've got their double speak in print now anyway.