Master Thread on non-compliant Suite or Upgrade Properties?
Are people finding properties that consistently don't provide Upgrades to Plat/Plat Premier/Ambassador members based on the T&C? I feel like there should be a master thread so people know. Is that too much?
My story: I'm LTPP and have spent ~ 225 nights at Marriott properties the last 3 years. I've previously outlined my upgrade rate is abysmal. I decided 2019 was the year I took action. I contacted Sheraton Indianapolis Keystone and they gave me $100 credit, 1K points and admitted they were non-compliant after putting me in a regular room with 4 suites available at my check-in. They indicated that they would be more compliant in the future now that they were fully aware of the T&C.
Last night, I checked into the Renaissance Schaumburg. For context, it was -25 yesterday and most business meetings have been cancelled. The hotel was really quiet. Rates were almost 50% what I normally see them be. The parking lot was empty. At check-in, I didn't get any type of upgrade. Not even a priority floor with 2 bottles of water. On the app, they showed 9 suites bookable. I emailed the hotel manager and my Ambassador and asked why I was given an interstate facing basic room at check-in "when the Marriott Rewards terms and conditions, 4.3.c.ii., states that Platinum Premier members are entitled to “receive a complimentary upgrade to the best available room…” at check-in and this upgrade “…includes suites…”.
A front desk manager type called me in the morning. He admitted that they had 9 suites available last night out of 27 suites in their 500 rooms total. He said that they usually have 80-100 Platinum members in-house. I mentioned I was Platinum Premier and he stammered and said oh yeah I meant Platinum Premier. Does 20% of a hotel regularly being PP seem right? Not to me. He said last night it was 80. The hotel was a ghost town, parking lot empty, nobody ever in lounge, etc. Most work things were cancelled this week. I don't believe him when he says 80.
Anyway, beyond what I feel is a lie about Platinum Premier occupancy at 80, he stated that they do hold back suites the entire night in case they can sell them. I said the T&C state PP are to be given "the best available room at check-in....includ(ing) suites". He agreed the T&C said that but said their policy was to hold some back, all night, to possibly sell them. He admitted all 9 went unoccupied / unsold.
It seems unequivocal to me that this property was non-compliant. I'm not trying to be a jerk, but I think there should be a thread of non-compliant hotels with regards to a very clear upgrade policy. It is far more a matter of principal to me than actually getting a suite. I stayed the nights, I paid my bills. I kept up my end of the bargain. They need to keep up theirs. And there should be a thread with non-compliant properties called out so people can now and make choices based on properties compliance levels.