Originally Posted by
UASPG
As a matter of fact, I just experienced this yesterday (upgraded on the app, then a room only was assigned to my booking, when I checked-in in the lounge), but I was able to get that fixed.
This being said, if I was a manager, I would have given some kind of compensation to the guest that was upgraded to a larger suite (even if it was only the app) to keep him somehow happy and to try to get the guest back for future stays in the city and to avoid eventual negative social media posts and a possible poor survey.
It's just good business practice in this industry.
You stated it as if it's an entitlement or a Marriott policy, and it is absolutely not.
I believe your views of what is common and reasonable are colored by your personal stay experiences, which seem primarily to involve higher end properties outside the US where you have a personal relationship with management. The reality is far different in the Americas. I'll add that even in Bangkok, I was refused CA Suite at St. Regis, even after email, website, and app all showed a "confirmed" SNA upgrade into that suite. I had to argue with the rooms manager for 30 minutes to get any comp at all for the deliberate downgrade in violation of program rules.