Proof of failed upgrade
Feb 13, 2019, 8:06 pm
#1
Original Poster
Join Date: Nov 2008
Location: TPA
Programs: Marriott Lifetime Titanium
Posts: 19
Proof of failed upgrade
I'm a lifetime Titanium (and that's going to take some getting used to!). Just checked into a CY along with two co-workers. We are all staying one night. One co-worker, who is Gold, got upgraded to a suite.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Feb 13, 2019, 8:08 pm
#2
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,342
Good. Please tell us what happened because this unacceptable. Last time I wrote on a thread that upgrades should be prioritized by elite status I got yelled at by one certain FT'er.
-RM
-RM
Feb 13, 2019, 8:32 pm
#3
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,268
I was attending a conference in SF and my company was staying at a Marriott property 30 minutes away from the conference hotel. This is what transpired at check in between different FDAs within 30 minutes.
- TItanium Ambassador - Upgraded to Suite
- Gold - No Upgrade
- Titanium - No Upgrade
- Gold - No upgrade
- Platinum - Upgraded to Suite
- Titanium - No Upgrade
- (Me) Titanium - No Upgrade
Feb 13, 2019, 8:58 pm
#4
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
I was attending a conference in SF and my company was staying at a Marriott property 30 minutes away from the conference hotel. This is what transpired at check in between different FDAs within 30 minutes.
- TItanium Ambassador - Upgraded to Suite
- Gold - No Upgrade
- Titanium - No Upgrade
- Gold - No upgrade
- Platinum - Upgraded to Suite
- Titanium - No Upgrade
- (Me) Titanium - No Upgrade
At least the FD manager didn't try to tell you that Tit is below Plat, just like PP was below Plat.
Feb 13, 2019, 9:01 pm
#5
Join Date: Dec 2007
Location: SFO
Programs: UA 1MM, Marriott LTP, Hilton Gold, Hyatt Explorist, Hertz PC
Posts: 1,003
I'm a lifetime Titanium (and that's going to take some getting used to!). Just checked into a CY along with two co-workers. We are all staying one night. One co-worker, who is Gold, got upgraded to a suite.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Feb 13, 2019, 9:14 pm
#6
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,134
A common misconception. Anyone, even a guest with no status at all, is eligible for a suite upgrade if it makes sense for the hotel to do so. It's just like an operational upgrade on an airline.
However, if there are sufficient guests with higher status, they should definitely be upgraded before any "operational upgrades".
However, if there are sufficient guests with higher status, they should definitely be upgraded before any "operational upgrades".
Feb 13, 2019, 9:19 pm
#7
Join Date: Dec 2010
Location: Indianapolis
Programs: Hilton-Diamond Lifetime Platinum AA UA, WN-CP, SPG Gold.
Posts: 7,377
I thought they gave upgrades out in the order you checked in.
i have been upgraded, and a friend who checked in later did not,,
Guess the room was taken..
i have been upgraded, and a friend who checked in later did not,,
Guess the room was taken..
Feb 13, 2019, 9:23 pm
#8
Original Poster
Join Date: Nov 2008
Location: TPA
Programs: Marriott Lifetime Titanium
Posts: 19
BonVoy rep stated that upgrades should be prioritized by level and had no idea why a Gold would be upgraded to a suite ahead of a Platinum, Titanium, or Ambassador. He also noted that Golds are not eligible for upgrades to suites in the first place. He out me on hold to call the property to inquire about it, and after 10 minutes or so, the call dropped, so no answer was to be had. I may inquire with the FD at checkout if I have time.
Feb 13, 2019, 9:35 pm
#9
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
BonVoy rep stated that upgrades should be prioritized by level and had no idea why a Gold would be upgraded to a suite ahead of a Platinum, Titanium, or Ambassador. He also noted that Golds are not eligible for upgrades to suites in the first place. He out me on hold to call the property to inquire about it, and after 10 minutes or so, the call dropped, so no answer was to be had. I may inquire with the FD at checkout if I have time.
Why didn't you call back?
Feb 13, 2019, 9:38 pm
#10
Original Poster
Join Date: Nov 2008
Location: TPA
Programs: Marriott Lifetime Titanium
Posts: 19
Feb 13, 2019, 10:57 pm
#11
Join Date: Nov 2015
Location: YEG
Programs: Bonvoy Plat, Hilton Diamond, KLM Silver
Posts: 166
I'm a lifetime Titanium (and that's going to take some getting used to!). Just checked into a CY along with two co-workers. We are all staying one night. One co-worker, who is Gold, got upgraded to a suite.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
Now, not only should they be upgrading higher-tiered members first, but Gold members aren't even eligible for suite upgrades.
I really hate to be mad about this, but I have to admit, it's pretty frustrating.
On the phone with the Marriott Rew....errrr... BonVoy folks to inquire if there's some caveat I missed, and they put me on hold to call the property to try to ascertain what happened.
And how do the above scenarios compare to your friend?
Feb 13, 2019, 11:01 pm
#12
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
If the OP booked directly with Starriott, it shouldn't matter whether the booking was prepaid, paid (partially or totally) with points, or guaranteed with a credit card to be paid at check out, subject to a cancellation deadline. All should be eligible for free elite upgrades, and no matter which of these categories applies, a Gold should not be upgraded into a suite ahead of one or more Titaniums.
Feb 13, 2019, 11:03 pm
#13
Join Date: Nov 2015
Location: YEG
Programs: Bonvoy Plat, Hilton Diamond, KLM Silver
Posts: 166
if all the basic rooms are booked solid, and you have also booked a basic room but it’s 5pm and you still have not arrived and someone walks up and asks for a room but isn’t willing to purchase a suite and that’s all that is left, you best believe the front desk agent will give your booked room away and once you show up you will then be assigned to a suite.
The hotels do what’s financially in best interest for them, let’s not kid ourselves here, as does every other business. It’s just random as you don’t have access to their database of how many of each room type are booked and how many of those booked rooms have checked in already there’s really no way to manipulate the system in your fair without this knowledge.
Feb 13, 2019, 11:05 pm
#14
Join Date: Nov 2015
Location: YEG
Programs: Bonvoy Plat, Hilton Diamond, KLM Silver
Posts: 166
If the OP booked directly with Starriott, it shouldn't matter whether the booking was prepaid, paid (partially or totally) with points, or guaranteed with a credit card to be paid at check out, subject to a cancellation deadline. All should be eligible for free elite upgrades, and no matter which of these categories applies, a Gold should not be upgraded into a suite ahead of one or more Titaniums.
You’re completely right with that comment I was trying to decipher if there is a link between upgrade probability and the way in which the booking was made.
Feb 14, 2019, 4:55 am
#15
Join Date: Aug 2018
Posts: 902
Nowhere in Bonvoy materials is it published that upgrades are prioritized according to elite levels. It has never been like that with SPG and it does not appear to be the case with Bonvoy as well. If the number of upgradeable elites arriving on a given day exceeds that of available suites,the property has a tremendous leeway in deciding who gets upgraded, and it will most certainly prioritize according to loyalty to the property itself (not the program), duration of stay and rate rather that elite tier or number of nights stayed with Bonvoy.