Well part of the issue obviously falls on Marriott, as their policy - and the inconsistent enforcement of it - are sore points with some Platinum members.

In a way, the question has been "asked and answered" sufficiently. Yes, Marriott's website still says "finest available room" without making any distinctions on what "finest available" is, thereby implying suites. And of course, if it's on the internet, it must be true!

Seriously, it shouldn't be that hard for Marriott web services to make the change, but then we have no clue as to how many people have to "touch" the request before it happens. Hopefully Chris' position will have sufficient weight to get it changed soon.

And even Marriott Rewards staffers are somewhat unclear - though I will note the quote in the thread to Chris stated "suite upgrades are at the discretion of the property".

Yet the 2004 Program Guide does clearly state that suites are not part of the official "finest available" accomodation. Properties are at their discretion to give it if they so desire (or have no choice), but it is not an "official" benefit, regardless of what the web says or what customer service people say.

I mean Marriott is hardly unique in this. The mantra for us United Airlines flyers is "if at first you don't succeed, call call again" because a surprising number of employees have no clue what the actual printed rules are. We make a point of informing ourselves of the actual computer profile codes so we can have realcitrant/uninformed agents get "clued-in", and even then, embarrasment or some other factor can cause them to stick to their guns, even in the face of the printed rule. That's why companies have Customer Service Departments - to make-up for failures at the front-end.

So while I can understand disappointment at not getting suite upgrades as a matter of course from December 31, 2003 and earlier, I really don't see the benefit or, bluntly, the point, of harping about it now. Marriott Rewards has clarified the rules for 2004 in the printed Terms and Conditions sent with their packets.

If a Marriott Rewards agent says you should get a suite, they are wrong.

If Marriott.com says you should get a suite, they are wrong.

If the property says you should get a suite, they are wrong. Just don't tell them!

And if these changes are intolerable to you, then you have the right as a consumer to choose another program that is more appealing to you.