Originally Posted by ontheroad531

Hey everyone

I'm a Titanium Elite member and have a question about upgrade availability. I've had it on a number of occasions where I've arrived at check-in (not having used a SNA) and the check-in desk have told me there is no availability for an upgrade, even though I can see (and presumably book) higher category rooms on the website for the same dates. The rooms available are suites and higher category standard rooms (i.e. not rooms that would be out of scope for elite upgrades). After I've pointed this out, sometimes the check-in desk have seemingly magically "freed up" an avaiable room, but sometimes they insisted that the website availability is wrong and there are not higher category rooms available. I find that hard to believe since I would imagine a company as large as Marriott would have something as core as their reservation system built robustly.

Does anyone else have experience of this and any idea whether the check-in desk staff are just trying to keep the higher category rooms available for other members/paying guests or is the reservation system genuinely often that incorrect between the website and the actual available inventory?