Marriott Suite Upgrade Policy (New)
#211
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,954
So you dont necessarily have to select a room or suite type for which you dont want to waste SNA
#212
Join Date: May 2018
Programs: HH Diamond, Marriott PLT
Posts: 22
New to Marriott Status -- and not sure how to handle upgrades
I'm relatively new to being a loyalty status member so please forgive if this question is a little out of place. I am trying to get the Platinum challenge out of the way, and am now almost halfway through -- but I have noticed that a lot of times when I check in, I am told that there are no upgraded rooms available (and in some cases I've been downgraded which is really annoying). When I get up to my room I check the app and it says there are 10-15 rooms available, not even suites but upgraded rooms. I am a Gold Elite member now and I thought that that included complimentary upgrades when available.
Am I doing something wrong?
Thanks in advance.
Am I doing something wrong?
Thanks in advance.
#213
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I'm relatively new to being a loyalty status member so please forgive if this question is a little out of place. I am trying to get the Platinum challenge out of the way, and am now almost halfway through -- but I have noticed that a lot of times when I check in, I am told that there are no upgraded rooms available (and in some cases I've been downgraded which is really annoying). When I get up to my room I check the app and it says there are 10-15 rooms available, not even suites but upgraded rooms. I am a Gold Elite member now and I thought that that included complimentary upgrades when available.
Am I doing something wrong?
Thanks in advance.
Am I doing something wrong?
Thanks in advance.
Nevertheless, you shouldn't be downgraded from your confirmed, booked room.
#214
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,954
Yes- and unfortunately, it's "expecting FDCs to care about their customers". They'll outright lie to you and tell you "there's no suites available" and on more than one occasion- and this at some of the lowest-end properties in MPG's portfolio, mind you- have pulled up available suites (or "better rooms", at least) on the app after they tell me this, and whattya know, a few keystrokes later, I get an upgrade.
It's gotten worse since the merger, too, and it sucks having to fight for upgrades in middle-of-nowhere properties with half-empty parking lots, but that's the new Marriott for ya. Good luck as a Gold, I'm lifetime Plat Premier.
It's gotten worse since the merger, too, and it sucks having to fight for upgrades in middle-of-nowhere properties with half-empty parking lots, but that's the new Marriott for ya. Good luck as a Gold, I'm lifetime Plat Premier.
#215
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Yes- and unfortunately, it's "expecting FDCs to care about their customers". They'll outright lie to you and tell you "there's no suites available" and on more than one occasion- and this at some of the lowest-end properties in MPG's portfolio, mind you- have pulled up available suites (or "better rooms", at least) on the app after they tell me this, and whattya know, a few keystrokes later, I get an upgrade.
It's gotten worse since the merger, too, and it sucks having to fight for upgrades in middle-of-nowhere properties with half-empty parking lots, but that's the new Marriott for ya. Good luck as a Gold, I'm lifetime Plat Premier.
It's gotten worse since the merger, too, and it sucks having to fight for upgrades in middle-of-nowhere properties with half-empty parking lots, but that's the new Marriott for ya. Good luck as a Gold, I'm lifetime Plat Premier.
The Renaissance Aruba, Westin Snowmass, J.W. Marriott Los Cabos, Westin Hapuna Beach, and the Perry Lane Hotel, Luxury Collection lied and only provided upgrades after an escalation and a reminder of the contract rider.
#216
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
It's even worse when you have a contract as part of an event that specifically requires a property to provide an upgrade to the best available room or suite.
The Renaissance Aruba, Westin Snowmass, J.W. Marriott Los Cabos, Westin Hapuna Beach, and the Perry Lane Hotel, Luxury Collection lied and only provided upgrades after an escalation and a reminder of the contract rider.
The Renaissance Aruba, Westin Snowmass, J.W. Marriott Los Cabos, Westin Hapuna Beach, and the Perry Lane Hotel, Luxury Collection lied and only provided upgrades after an escalation and a reminder of the contract rider.
On the other hand, you're holding a meeting that generates several rooms and are obviously coded into their system. Plus, you have a contract with a suite upgrade guarantee.
I was at a company meeting last month at an LC which was group billed. When I checked in and gave them my number, they offered to upgrade me to a suite and I turned it down for internal political reasons. That being said, I know our organizer made sure that the C team had suites. Of course, I don't know if she paid for that or if it was rolled in. I'm a little surprised the sales team at the properties doesn't take care of you.
#217
Join Date: Dec 2001
Location: Albany, NY, USA
Programs: LT Mariott Platinum?, SPG Gold, Hilton Silver, AA Gold, Amtrak Nothing.
Posts: 104
Snatching defeat from the jaws of victory?
I'm travelling out west, and had to make a last minute change to my itinerary. Booked a 1 BR suite at a Residence Inn for the night. Upon check-in, was told I was upgraded to a 2 BR suite. That was nice of them, but when I inquired further, I was told "we are sold out of 1 BR suites so we upgraded you to a 2 BR suite".
I didn't say anything, but of course was thinking given the statement that they would have done NO upgrade if they actually had a 1 BR suite left.
LT Plat Elite (soon to be LT PPE?)
I didn't say anything, but of course was thinking given the statement that they would have done NO upgrade if they actually had a 1 BR suite left.
LT Plat Elite (soon to be LT PPE?)
#218
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I was at a company meeting last month at an LC which was group billed. When I checked in and gave them my number, they offered to upgrade me to a suite and I turned it down for internal political reasons. That being said, I know our organizer made sure that the C team had suites. Of course, I don't know if she paid for that or if it was rolled in. I'm a little surprised the sales team at the properties doesn't take care of you.
As a point of references, my groups are generally 12 to 18 people for 3 to 5 nights plus at least 1 dinner on-property, lunches and daily breakfast.
My most recent event had 13 guest rooms for 3 nights. Three guests extended their stay to 5 nights. The group had dinner at the property 2 nights on top of countless drinks, lunches and breakfast. I think the final bill was $27,000. That's not an insignificant amount of revenue. I'll do 7-10 of these events per year.
I've never even gotten a telephone call from a regional Marriott sales manager.
A few properties send the general manager or sales manager to meet me and buy me drinks, but that's about it. When I go with the group (maybe 40% of the time) I typically get an upgrade, but seldom is there a bottle of wine waiting for me.
#219
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,692
I'm half-kidding, but if your contract actually said "best available room or suite" then you left them the same colossal loophole that the rewards program has. "Well, yes, Mr. Hockeyinsider, every suite, junior suite, corner room, executive room, superior room, and deluxe room with a view are unsold for tonight and the rest of your stay but NONE of them are quote-unquote available for upgrade." The only times I've ever written such contracts, it was with Disney and the contract very specifically described EXACTLY which suites and other upgraded rooms would be provided--no flexibility or room for interpretation.
#220
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I'm half-kidding, but if your contract actually said "best available room or suite" then you left them the same colossal loophole that the rewards program has. "Well, yes, Mr. Hockeyinsider, every suite, junior suite, corner room, executive room, superior room, and deluxe room with a view are unsold for tonight and the rest of your stay but NONE of them are quote-unquote available for upgrade." The only times I've ever written such contracts, it was with Disney and the contract very specifically described EXACTLY which suites and other upgraded rooms would be provided--no flexibility or room for interpretation.
Here are examples of the language I have used:
"Upgrade to best available room (including suites) at time of check-in for guests with Marriott platinum, platinum premier or platinum premier ambassador elite status paying individually."
"Any guest individually paying on their own for their guest room will receive their SPG benefits, including an upgrade to the best available suite, based on status level and availability."
#221
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
I'm half-kidding, but if your contract actually said "best available room or suite" then you left them the same colossal loophole that the rewards program has. "Well, yes, Mr. Hockeyinsider, every suite, junior suite, corner room, executive room, superior room, and deluxe room with a view are unsold for tonight and the rest of your stay but NONE of them are quote-unquote available for upgrade." The only times I've ever written such contracts, it was with Disney and the contract very specifically described EXACTLY which suites and other upgraded rooms would be provided--no flexibility or room for interpretation.
Perhaps the contract should say the best "vacant suite." I would like to think a responsible sales manager would get the prebooked suite before you arrive.
#223
Join Date: May 2018
Programs: HH Diamond, Marriott PLT
Posts: 22
Gold is basically worthless in the new, post-August unified MarriottRitz-CarltonSPG loyalty program. Outside of maybe random properties here and there in flyover country and perhaps in developing markets you aren't going to get an upgrade.
Nevertheless, you shouldn't be downgraded from your confirmed, booked room.
Nevertheless, you shouldn't be downgraded from your confirmed, booked room.
Unfortunate. One of these days I will find a company that still does the right thing -- and I will shout its praises from the rafters.
#224
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; IHG Plat; Hilton Diamond
Posts: 11,718
Were you trying to check-in early (i.e. before the "official" check-in time)? If so, it isn't completely unusual for a hotel to not have all their room types available for check-in. But if you were there after the hotel's stated check-in time, it would have been in your best interest to remind them of that and of the Room-type guarantee. Then let them decide what to do next. While we can "discuss" upgrade availability all day long and what a Gold should be offered or not, the hotel is obligated to get you the room type you reserved. The very reason Marriott put that guarantee in the program is to discourage this type of behavior by the hotels and to give you, the customer, a level of comfort that what you will get at the least what you reserved.
#225
Join Date: May 2018
Programs: HH Diamond, Marriott PLT
Posts: 22
Were you trying to check-in early (i.e. before the "official" check-in time)? If so, it isn't completely unusual for a hotel to not have all their room types available for check-in. But if you were there after the hotel's stated check-in time, it would have been in your best interest to remind them of that and of the Room-type guarantee. Then let them decide what to do next. While we can "discuss" upgrade availability all day long and what a Gold should be offered or not, the hotel is obligated to get you the room type you reserved. The very reason Marriott put that guarantee in the program is to discourage this type of behavior by the hotels and to give you, the customer, a level of comfort that what you will get at the least what you reserved.
And I'm going through all the forum threads as time permits (you guys are all amazingly helpful, thank you by the way) and I was a repeat guest at this hotel. Which I am learning ups my chances at an upgrade? It wasn't really that big a deal, I was just sort of taken aback by the whole customer service aspect of it.