As many of you know I how been having an on going conversation with Marriott corporate on the official policy on upgrades. It has taken some time for the lastest response to work it's way through the system.

I ask for and was granted permission by Marriott to post this response on flyertalk for all the MR members to see. I think you are going to more pleased with this answer than the first.

I am posting my original email along with the response. I apologize for the length.

My email:

-----Original Message-----
From: L4P [mailto:[email protected]]
Sent: Tuesday, August 26, 2003 8:09 PM
To: '[email protected]'
Subject: Upgrades for PLT

As you may know, many members of Flyertalk.com have asked that Marriott appoint an official "lurker" on this forum but has chosen not to do so at this time. An on going conversation has been taking place now for several weeks over the meaning of the terminology used on the web site regarding upgrades. The lack of response from Marriott on this matter has a fair number of your best customers wondering if they should remain loyal to Marriott given that it takes 75 nights a year to qualify for your highest level on recognition.

With that said can you provide the official Marriott response to the question of what qualifies as an upgrade and under what condition is the upgrade granted. Specially what does the term "finest available accommodation" mean and what is the definition of "whenever we can"?

I quote from marriott.com......

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.

And from the terms and conditions.......

Room Upgrade: Upgraded accommodations at no additional charge. Based on room availability and limited to a member's personal guestroom. Not available at Marriott Vacation Club International or Horizons by Marriott Vacation Club.

What is the official Marriott policy on this matter? If I call ten minutes before I check and I'm told that a suite is available for $$$$, should I expect to receive the suite when I check in. Does it matter if I call at 2:00 PM vs. 10:00 PM?

What is Marriott's definition of finest available accommodations? To me this means a suite. If the suite is not is not booked (sold) at check in and has not been assigned (another PLT) prior to my checking, should I expect the upgrade to this room type.

I look forward to your prompt response.

Thank You

L4P

The Marriott Response:

-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Friday, October 03, 2003 12:26 PM
To: L4P
Subject: Marriott Rewards

Thank you for contacting Marriott Rewards about the room upgrade offered for Gold and Platinum Elite members.

I would like to provide some additional information concerning the delivery of this benefit by our hotels.

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.

Silver members do not qualify for this benefit. If a hotel chooses to upgrade a Silver member, it is the decision of the hotel and not a guaranteed benefit of the Elite membership program.

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://www.marriottrewards.com/Elite/default.asp>.

We are always happy to assist you with your Marriott Rewards account.

Trevor Stauffer
Marriott Rewards

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