Originally Posted by Nirvanayoung

As a lifetime platinum member, recently I had a not so good stay experience in one Renaissance hotel, upon the last day before check in, hotel sent me a SMS stating that according to hotel sales policy, twin bed room could NOT be upgraded to King-size bed room, no matter whether the availability permits, I called to hotel and the guest service manager treated very abruptly and indifferently, just repeated the one-way policy, then I cancelled my reservation without any hesitation.

After escalation to regional customer service, an initial response was sent via email just quoted a simple clause from the membership T&Cs, "4.3.c. Marriott Bonvoy Platinum Elite Membership Benefits. ii. Complimentary Enhanced Room Upgrade for Platinum Elite Members.Enhanced Room Upgrades are subject to availability and are identified by each Participating Property. ", my understanding of the hotel's right is still based on availability condition, namely hotel may reserve the right to define the portion of availability, but they can not set other rules on top of that. but one customer service lady interpreted the opposite way and ignored my complaints for the follow-up call, she insisted that hotel has right to decide which room could be upgraded even if the availability is not an issue (or under the available condition).

I am quite upset upon those aggressive and indifferent attitude from both hotel and Marriott customer service team, and this experience made retrospect on my long-time loyalty to Marriott, appreciate if anyone could share your thoughts or suggestions.