Originally Posted by
clarkef
I would respectfully disagree. As long as the property is acting within the spirit of the program, I am happy. However, I have occasionally encountered front desk clerks who delight in denying upgrades beyond the most minimal, e.g. higher floor. My participation in the Marriott program is a two-way street. I spend the requisite amount of money and in return, Marriott hotels provide me an increased return on my travel dollars ("perks"). These perks are not because of Marriott's largesse or goodwill. It's because I upheld my end of the bargain. If I do not meet the program requirements, Marriott is happy to yank those perks. I stay at Marriott's because I expect to receive 1) upgrades as available, 2) free breakfast/lounge, 3) early check-in and 4) late check-out.
I generally don't get into a long discussion about when an upgrade is important as that is a highly subjective, personalized thing. I can only speak for myself. For me, upgrades are probably the most important aspect of the program. I like space. Period. Need isn't a factor. I will agree with one thing though. It is generally imprudent to book a room below what you will be satisfied with.
There is a wide variation in preferences and what individuals truly value. Nothing wrong with that. I do agree with you loyalty should be a two way street (e.g. like a good contract where both parties benefit). Where we probably diverge, is I take a macro view. If I encountered an impudent clerk who delighted in denying elite privileges and upgrades, I would most certainly be annoyed though only likely to blacklist that property rather than Marriott as a whole. Ironically, I'd be more likely to push back if I am on a business trip traveling solo. I.e. I might be willing to deal with the hassle of switching properties over it if I am on my own. If I am traveling with my family, it just isn't worth the hassle of putting them through the unpleasantness of pushing back and perhaps having to find a new property at the last minute. This is just my choice. Others can and do choose differently and that's fine.
If I found a general trend of Marriott not respecting my elite benefits, than I would push back with them at the corporate level. If I didn't get a satisfactory response, I would consider jumping ship to Hilton or perhaps flip flopping and making IHG my primary program and Marriott my secondary program. So far this hasn't happened. When Marriott has been stingy. it has been during a period of time when all of the hotel loyalty programs were generally stingy. Jumping ship at that time wouldn't have helped nor made sense.
Anyway, I respect your preferences and that your decision making criteria are different than mine.
--Jon