Hotel excluding suites from upgrades (JW Guanacasta Costa Rica)
Jan 2, 2019, 9:25 am
#76
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
After many years as SPG Gold, with lots of excellent unexpected upgrades, I recently became Platinum and in about 10 or so stays, have been upgraded every time but have only been upgraded to a suite once. Is this typical? As a Platinum, are you supposed to book the lowest category room with an expectation of being upgraded to a suite? If there are suites available online at check in and they don't upgrade you, is that a violation or do they reserve a pool for upgrades and another for sale? Are you supposed to ask for a suite at check in? Sorry for the 101 questions.
For start, FTers claim that North American property is less likely to give you suite upgrade, while asian properties more often give you one.
From my experience.
14 stays .....
NA properties : 5 stays ... 1 no upgrade, 2 suite upgrades due to SNA, 1 suite upgrade without SNA, and 1 upgrade to non suite room.
Asian properties : 9 stays .... 2 no upgrades, 3 suite upgrades without SNA, 3 upgrades to non suite, 1 upgrade to specialty suite due to check in issue (not sure if this counted as upgrade due to platinum status)
The NA non upgrade is at W Hollywood while the Asian non upgrades were Al Maha Resort and The Ritz-Carlton Ras Al Khaimah Al Hamra Beach (these 2 hotels technically dont have to give me upgrade due to the hotel being all suite)
The problem is hard to prove that the hotel actually have suite available for upgrade.
Some suites are excluded ... such as specialty suite and presidential suite.
And sometimes the SPG/MR apps didnt show most up to date inventory.
my case of upgrade to specialty suite, the apps shows their standard suite and the room I book were available but somehow its actually not, hence generous upgrade to specialty suite.
I dont see any issue with asking if upgrade is available .
Jan 2, 2019, 9:30 am
#77
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
And if a hotel are known to be the repeat offender in terms of upgrades, then stay away from it.
Jan 2, 2019, 9:38 am
#78
Join Date: Feb 2017
Location: NYC
Programs: B6 Mosaic, Marriott Platinum
Posts: 119
Jan 2, 2019, 9:43 am
#79
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Jan 2, 2019, 9:46 am
#80
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
So, what's going to happen now at this property?
"Front desk: We have upgraded you to a third-floor executive room."
You: "Do you have a suite upgrade? I see several suites are open and available on Marriott.com for my stay."
Front desk: "Sorry, your Marriott.com search is incorrect. There are no suites available."
You: "But it says so."
Front desk: "Again, we apologize but there are no available suites for an upgrade."
OR
Front desk: "Our local policy doesn't include a suite upgrade."
You: "But Marriott says you have to."
Front desk: "Marriott allows hotels to adopt a local policy, which we've done."
"Front desk: We have upgraded you to a third-floor executive room."
You: "Do you have a suite upgrade? I see several suites are open and available on Marriott.com for my stay."
Front desk: "Sorry, your Marriott.com search is incorrect. There are no suites available."
You: "But it says so."
Front desk: "Again, we apologize but there are no available suites for an upgrade."
OR
Front desk: "Our local policy doesn't include a suite upgrade."
You: "But Marriott says you have to."
Front desk: "Marriott allows hotels to adopt a local policy, which we've done."
Jan 2, 2019, 10:47 am
#82
Join Date: Feb 2013
Location: DCA
Posts: 7,769
So, what's going to happen now at this property?
"Front desk: We have upgraded you to a third-floor executive room."
You: "Do you have a suite upgrade? I see several suites are open and available on Marriott.com for my stay."
Front desk: "Sorry, your Marriott.com search is incorrect. There are no suites available."
You: "But it says so."
Front desk: "Again, we apologize but there are no available suites for an upgrade."
"Front desk: We have upgraded you to a third-floor executive room."
You: "Do you have a suite upgrade? I see several suites are open and available on Marriott.com for my stay."
Front desk: "Sorry, your Marriott.com search is incorrect. There are no suites available."
You: "But it says so."
Front desk: "Again, we apologize but there are no available suites for an upgrade."
The decision to be made is just how much time you want to spend escalating it, and to who - the corollary to the "no suites available for upgrade" line is the "there is no manager on duty" slash "I AM the manager" line.
We have to pick our battles, sadly...
Jan 2, 2019, 12:07 pm
#83
Join Date: Aug 2018
Posts: 902
Jan 2, 2019, 12:52 pm
#84
Join Date: Jun 2015
Posts: 343
OMG! ... I thought this was a clear and unequivocal case of Marriott not bothering to enforce its own T&Cs and not caring a bit about its members, and an example of how Good Ol’SPG was so great with program standards and always stood behind its membership against rogue hotels whereas Marriott is out to get its members and scamming them into submission before evil and nefarious properties.
Jan 2, 2019, 12:58 pm
#85
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Just because they've been caught doesn't mean they will change their ways. I'd be willing to contribute toward a crowd-funded trip for someone from Flyer Talk to visit and inspect the property to see if they've changed policies.
Jan 2, 2019, 2:23 pm
#86
Original Poster
Join Date: Aug 2018
Location: Costa Rica / New York
Programs: Bonvoy Titanium, Copa ConnectMiles Platinum, United Gold
Posts: 33
just need to wait until I complete a couple stays this year so I have enough points for a couple nights as it’s a long drive from home
Jan 2, 2019, 3:13 pm
#87
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
Without joserer's original post and follow-up, this hotel's policy might have continued. I am glad to hear that such behavior is not considered acceptable.
For me the idea that a single hotel didn't provide all of the benefits of status or a single MPG rep was mistaken isn't newsworthy. What struck me is the willingness of the hotel to state publicly that they will only provide one category upgrades and the MPG rep stating on Faxcebook that the hotel isn't violating policy.
Nobody would be surprised to hear that some politicians do favors for donors. It would be unusual if a politician's website listed suggested donations for different types of assistance and for the country's government to find such behavior acceptable.
For me the idea that a single hotel didn't provide all of the benefits of status or a single MPG rep was mistaken isn't newsworthy. What struck me is the willingness of the hotel to state publicly that they will only provide one category upgrades and the MPG rep stating on Faxcebook that the hotel isn't violating policy.
Nobody would be surprised to hear that some politicians do favors for donors. It would be unusual if a politician's website listed suggested donations for different types of assistance and for the country's government to find such behavior acceptable.
Last edited by rny321; Jan 2, 2019 at 3:26 pm
Jan 2, 2019, 3:44 pm
#88
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I don't think I would be in a hurry to stay at this property. It's obvious that the hotel management resents Platinum members and will surely be unhappy about having their knuckles rapped. Avoid at all costs!
Jan 2, 2019, 3:48 pm
#89
Join Date: Nov 2003
Posts: 61
So another side of this. Just completed a four night stay here as PP. Upgraded to beautiful corner two room suite and the Plat Breakfast was served in one of the restaurants with a wonderful view and included fruit, pastries, hot items and a made to order egg station.
Jan 2, 2019, 4:20 pm
#90
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
Like the individual who reported the behavior that resulted in knuckle rapping who is safe until the teacher leaves the room, Platinum guests will probably be fine until the monitors stop paying attention. Although I think there will be a period of good behavior, I doubt it will last very long.
Last edited by rny321; Jan 2, 2019 at 4:35 pm