Originally Posted by
IndoorCamper
Just completed a 1 night stay at the Four Points Sheraton, Downtown San Jose. Just as a warning to other travelers, Marriott's program means absolutely nothing and it is up to the discretion of the hotel. At this hotel, it appears that the pool of possible upgrades (not availability, but possibility) for complimentary upgrades and SNA upgrades are different.
They have three tiers of rooms, Base, Junior Suite (larger room with a pullout couch), and Suite (1 bedroom). Randy, the general manager, informed me that their suite was a "specialty suite" and could not be upgraded into via complimentary upgrade.
Looks like their small percentage of suites available to begin with played a part in your SNA not being honored. Post from the GM is 6 years old, but still relevant:
Four Points San Jose, CA [Master Thread]
Yes, absolutely we do upgrade Platinums. That said.... roughly 80% of our peak occupancy are SPG members (vs. a national average of 40%), and of that, roughly half of those are Platinums.
Numerically speaking, we have 9 suites in the upgrade program, and roughly half of those are sold in advance. That leaves about 4-5 per day we can use as upgrades (and roughly 35 Platinums vying for them). Plus...we hold a couple of them for sale through the day, only releasing them late at night when we're convinced they aren't going to be sold. Since we sell out 5 or 6 nights per week, they end up usually being sold later in the day.
So the "aircraft equivalent" is an elite heavy, popular route....your chances, no matter your status, are slim, unless you buy the upgrade in advance.