Upgrade policy T&Cs - hotel choosing not to upgrade to suites?
Jan 6, 2019, 9:32 pm
#1
Original Poster
Join Date: Dec 2018
Programs: A Few
Posts: 15
Upgrade policy T&Cs - hotel choosing not to upgrade to suites?
I'm a PPE+Ambassador.
I regularly stay at a property in Sydney that never (or seldom) upgrades me to a suite - I think once in the past 20 stays. I quizzed the ambassador desk about this today as availability was wide open, but was surprised at their response. Have I missed something? I didn't think hotels could choose to exclude all suites from their upgrade pool? (for reference, the SNA pool for this hotel includes several suites beyond the base category).
Initial response from Ambassador desk:
Upon referencing the T&Cs, follow-up reply from Ambassador desk:
I regularly stay at a property in Sydney that never (or seldom) upgrades me to a suite - I think once in the past 20 stays. I quizzed the ambassador desk about this today as availability was wide open, but was surprised at their response. Have I missed something? I didn't think hotels could choose to exclude all suites from their upgrade pool? (for reference, the SNA pool for this hotel includes several suites beyond the base category).
Initial response from Ambassador desk:
This particular property appears to choose their upgrades as a better view or a larger room but not the suites.
I am sure the upgrade they are giving is nice, but not the same as the suites.
I know that is disappointing and I am not sure why they choose not to, but that is the hotels decision.
I am sure the upgrade they are giving is nice, but not the same as the suites.
I know that is disappointing and I am not sure why they choose not to, but that is the hotels decision.
Here is where the hotel can interpret their upgrades. Even some suites are not available using Suite Night Awards.
rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors.
I would maybe try a different hotel brand in that area and see if your upgrades are better.
rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors.
I would maybe try a different hotel brand in that area and see if your upgrades are better.
Jan 6, 2019, 10:01 pm
#2
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,268
I'm a PPE+Ambassador.
I regularly stay at a property in Sydney that never (or seldom) upgrades me to a suite - I think once in the past 20 stays. I quizzed the ambassador desk about this today as availability was wide open, but was surprised at their response. Have I missed something? I didn't think hotels could choose to exclude all suites from their upgrade pool? (for reference, the SNA pool for this hotel includes several suites beyond the base category).
Initial response from Ambassador desk:
Upon referencing the T&Cs, follow-up reply from Ambassador desk:
I regularly stay at a property in Sydney that never (or seldom) upgrades me to a suite - I think once in the past 20 stays. I quizzed the ambassador desk about this today as availability was wide open, but was surprised at their response. Have I missed something? I didn't think hotels could choose to exclude all suites from their upgrade pool? (for reference, the SNA pool for this hotel includes several suites beyond the base category).
Initial response from Ambassador desk:
Upon referencing the T&Cs, follow-up reply from Ambassador desk:
Jan 6, 2019, 10:11 pm
#3
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
the Marriott certainly upgrades to suites and I was always upgraded there to an opera view suite both as a legacy plat premier and now under the new program.
Jan 6, 2019, 11:04 pm
#4
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,446
This was just addressed w.r.t. another property in another thread. Properties are not allowed to exclude suites from the upgrade pool. https://www.flyertalk.com/forum/marr...osta-rica.html. The issue is getting Marriott to crack down if you're not Gary Leff and/or don't have David Flueck's direct dial.
Jan 6, 2019, 11:20 pm
#6
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
My friend on the other hand (who is a regular poster and avid brg'er) said that she stayed at a legacy MR property in sydney and their upgrade is horrible. a non-suite higher floor room with a view of technically the Harbour bridge. But she had to stick her cheeks against the window to see the bridge.
Jan 7, 2019, 12:48 am
#7
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
I often get suite upgrades to Sheraton on the Park (my preferred property) - and usually buy-up offers from Westin (I rarely stay there - but I've done the buy-ups as I'm fairly sure suites would not be available). I've not stayed at any of the other properties.
Jan 7, 2019, 1:03 am
#8
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,668
This was just addressed w.r.t. another property in another thread. Properties are not allowed to exclude suites from the upgrade pool. https://www.flyertalk.com/forum/marr...osta-rica.html. The issue is getting Marriott to crack down if you're not Gary Leff and/or don't have David Flueck's direct dial.
in the other thread there were some posters who thought the sky was falling while others thought people were overreacting....the reality is that this situation falls somewhere in between the 2 reactions....if the properties go unchecked then other properties will try to implement similar policies....if they are corrected then the likelihood of others trying something similar is greatly reduced....
Jan 7, 2019, 1:09 am
#9
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
My personal opinion - and just an opinion, is the louder the guests get on suite upgrades - the sooner that benefit will go away unilaterally. I just think many hotels don't want to do the upgrades - and they have a much louder voice (they can leave Marriott = $$$'s)
Jan 7, 2019, 7:06 am
#10
Join Date: Mar 2003
Posts: 1,232
i'm sure this won't be the last we hear of something like this....at this point there are 2 properties we know of & unless this is corrected (like marriott cracking down on the jw guanacasta costa rica) there will be many others that follow....
in the other thread there were some posters who thought the sky was falling while others thought people were overreacting....the reality is that this situation falls somewhere in between the 2 reactions....if the properties go unchecked then other properties will try to implement similar policies....if they are corrected then the likelihood of others trying something similar is greatly reduced....
in the other thread there were some posters who thought the sky was falling while others thought people were overreacting....the reality is that this situation falls somewhere in between the 2 reactions....if the properties go unchecked then other properties will try to implement similar policies....if they are corrected then the likelihood of others trying something similar is greatly reduced....
Jan 7, 2019, 7:10 am
#11
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,622
My personal opinion - and just an opinion, is the louder the guests get on suite upgrades - the sooner that benefit will go away unilaterally. I just think many hotels don't want to do the upgrades - and they have a much louder voice (they can leave Marriott = $$$'s)
Jan 7, 2019, 7:16 am
#12
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
This was just addressed w.r.t. another property in another thread. Properties are not allowed to exclude suites from the upgrade pool. https://www.flyertalk.com/forum/marr...osta-rica.html. The issue is getting Marriott to crack down if you're not Gary Leff and/or don't have David Flueck's direct dial.
Jan 7, 2019, 7:29 am
#13
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,268
My experience is the exact opposite. Sheraton on the park and Westin almost always upgraded me to their exec suites since 2008.
My friend on the other hand (who is a regular poster and avid brg'er) said that she stayed at a legacy MR property in sydney and their upgrade is horrible. a non-suite higher floor room with a view of technically the Harbour bridge. But she had to stick her cheeks against the window to see the bridge.
My friend on the other hand (who is a regular poster and avid brg'er) said that she stayed at a legacy MR property in sydney and their upgrade is horrible. a non-suite higher floor room with a view of technically the Harbour bridge. But she had to stick her cheeks against the window to see the bridge.
Jan 7, 2019, 7:45 am
#14
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
My experience is the exact opposite. Sheraton on the park and Westin almost always upgraded me to their exec suites since 2008.
My friend on the other hand (who is a regular poster and avid brg'er) said that she stayed at a legacy MR property in sydney and their upgrade is horrible. a non-suite higher floor room with a view of technically the Harbour bridge. But she had to stick her cheeks against the window to see the bridge.
My friend on the other hand (who is a regular poster and avid brg'er) said that she stayed at a legacy MR property in sydney and their upgrade is horrible. a non-suite higher floor room with a view of technically the Harbour bridge. But she had to stick her cheeks against the window to see the bridge.
I've had very good luck at the legacy MR property but ... I was a Plat Premier when that meant something. Of course, it depends on availability and longer stays make it more difficult to get an upgrade. The problem with the "suite" upgrade is that I suspect at 30 percent of many hotels guests on a given night are platinum or higher. Good GM's will identify their top tier guests and upgrade them before arrival and that's my experience at the legacy MR in Sydney. Of course, as a repeat guest, I'm suspect I get some additional priority as well.
It would be helpful if the OP could identify the property.
Jan 7, 2019, 8:24 am
#15
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
AFAIK, SPG never systematically identified the eligible suites (select standard suites) by property (not by count, nor declared room type/floor/view). Not every suite was part of the upgrade pool. They never identified standard free night award room types/counts, either. You can learn to live with these ambiguities or find another program.