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Hotel excluding suites from upgrades (JW Guanacasta Costa Rica)

Hotel excluding suites from upgrades (JW Guanacasta Costa Rica)

Old Dec 30, 18, 9:34 pm
  #1  
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Hotel excluding suites from upgrades (JW Guanacaste Costa Rica)

Hi all!

I noticed that the JW Marriott in Costa Rica is limiting upgrades to one room category and clearly excluding suites for all award stays regardless of status. Isn’t this against the T&C? What are your thoughts on this?


Update: Response from Marriott



Hello, Jose! The hotel is not violating our Terms and Conditions. It states that they may include suites, \"subject to availability and identified by each Participating Property". The hotels are not required to provide suite rooms as upgrades. We are sorry that you are disappointed with this; however, it does not violate our T&C. If you have any further questions, please let us know!

Last edited by joseror; Jan 1, 19 at 9:59 pm
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Old Dec 30, 18, 9:42 pm
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Blatantly against the T&C’s. Marriott just isn’t even trying.
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Old Dec 30, 18, 9:54 pm
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This is peak Marriott right here. Blatant T&C violation, put right on the website in a big banner that shows up on the booking page. For a JW Marriott property no less.
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Old Dec 30, 18, 10:12 pm
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Just asked SPG via Facebook and this was their response: "Enhanced Room Upgrades for Platinum members are subject to availability and are identified by each Participating Property. We have checked and this hotel do not offer Suite upgrades." So...are hotels from any brand now able to exclude suites from the upgrade pool at their discretion? If so, why even bother advertising suite upgrades as a Plat benefit?
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Old Dec 30, 18, 11:23 pm
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I miss Starwood.
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Old Dec 31, 18, 12:04 am
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Not an apologist and haven't reviewed the T&Cs on this specific matter, but isn't it Marriott's thing that if they add "resort" to the name of the property, the elite benefits basically go out the window? That certainly seems to be my experience.
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Old Dec 31, 18, 12:09 am
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Originally Posted by arlflyer View Post
Not an apologist and haven't reviewed the T&Cs on this specific matter, but isn't it Marriott's thing that if they add "resort" to the name of the property, the elite benefits basically go out the window? That certainly seems to be my experience.
Actually, post-merger there are better benefits at resorts than in the past, mostly relating to breakfast offerings. There is no special provision for resorts in the upgrade guidelines.
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Old Dec 31, 18, 12:49 am
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Old Dec 31, 18, 1:44 am
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Wow, just wow.

Here are the T&C. I've highlighted two key provisions:
Platinum Elite Members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors. At The Ritz-Carlton, suites are only included for Platinum Premier Members and rooms with direct Club access are excluded. Enhanced Room Upgrades are subject to availability and are identified by each Participating Property. The Complimentary Enhanced Room Upgrade for Platinum Elite Members is available at all Participating Brands except at Marriott Vacation Club, Marriott Grand Residence Club, Aloft, Element and participating Vistana properties.
If they're going to allow the second provision ("identified by each Participating Property") to override the first ("best available room"), then that's some serious deception of their customers.

The list of "stay away" properties just keeps getting longer. And I keep coming back to whether I can find a way to do 60 Hyatt next year (though they have their share of properties that game the rules hard, as well).
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Old Dec 31, 18, 1:57 am
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Originally Posted by SHLTP View Post
I miss Starwood.
As do I, but I never had even the faintest of hopes that the elements of SPG we liked would ever make their way to Marriott legacy hotels.
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Old Dec 31, 18, 3:31 am
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Originally Posted by Kacee View Post
Wow, just wow.

Here are the T&C. I've highlighted two key provisions:
If they're going to allow the second provision ("identified by each Participating Property") to override the first ("best available room"), then that's some serious deception of their customers.
That was long the practice of SPG. The upgrade was to select standard suites. Not every suite was in the upgrade pool.

This discussion could happen every week. Every time it's like somebody thinks he's discovered the Watergate break-in.
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Old Dec 31, 18, 3:56 am
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Someone had just posted in one of the Facebook Platinum groups that a property manager they were speaking to told them that they were getting more instructions from the top to stop giving away so many suite upgrades. It certainly does seem like we see WAY less post merger, at least for me.
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Old Dec 31, 18, 4:16 am
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Originally Posted by 3Cforme View Post
That was long the practice of SPG. The upgrade was to select standard suites. Not every suite was in the upgrade pool.

This discussion could happen every week. Every time it's like somebody thinks he's discovered the Watergate break-in.
Um, you seem to have completely missed the point of the thread, which is JW Guanacaste's published policy limiting Platinum upgrades to one category, no suites of any kind. Hardly the same thing as limiting Plat upgrades to standard suites
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Old Dec 31, 18, 4:39 am
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Originally Posted by nexusCFX View Post
Actually, post-merger there are better benefits at resorts than in the past, mostly relating to breakfast offerings.
Oh yeah man, for sure. The fruit cup and muffin at Wailea really made my stay.

Originally Posted by Kacee View Post
If they're going to allow the second provision ("identified by each Participating Property") to override the first ("best available room"), then that's some serious deception of their customers.
I would not say that it is deception, as the statement is rhetorically sound. A room is only "available" if the property chooses it to be.

That being said, it is the sort of logic only a lawyer could like. And I am not a lawyer.
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Old Dec 31, 18, 4:53 am
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Originally Posted by arlflyer View Post
Oh yeah man, for sure. The fruit cup and muffin at Wailea really made my stay.



I would not say that it is deception, as the statement is rhetorically sound. A room is only "available" if the property chooses it to be.

That being said, it is the sort of logic only a lawyer could like. And I am not a lawyer.
This. It says “subject to availability” like 3X but they never actually define what “available” truly means. Clearly, the hotel in the OP is claiming that they’re not “available.”
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