Originally Posted by jonathanbak

So for a quick backstory, I am a Gold Elite from my SPG Gold with the Amex platinum card so I don't know a lot about the ins and outs of Marriott Program so I need some help.

Anyway, last month I went with my Dad and Brother to drop him off at college and we needed a hotel in Tri-Cities Washington for one night, so I transferred some SPG points and got a room. Well the day before my mom decided we should all go so I called up the hotel to see if the room was large enough, the agent said it fit 5 (we were 6, two of which are under 10) and she said we could fit but it would be crowded. She then said once I checked in she could get us an upgrade to the Family Suite, which I then informed her that I had already checked in with the mobile app. So she checked and said they had a room available and gave us it. She made it sound guaranteed and it even showed up on the app. But the next day after a long drive we arrived and the front desk said that the upgrade had been given to someone else which really sucked because the room was rather small for us all. He said rooms upgrades can't be guaranteed, so I assume that is the general policy now for all Marriott properties, but what I don't understand is why the Agent hadn't told me that when I had called, because then I would've just asked to pay for the upgrade so it could be guaranteed.

Edit: Btw this was at a springhill suites.

Is this a common occurrence to have upgrades removed? I just think it seems strange to say you are upgraded, and when you arrive and they say you aren't. Or is this somehow because I used points for the room that the upgrade was removed.