JBord

As it should. One can't get something that doesn't exist. Which is why some people who want a suite choose to pay for a suite, and then other people can't get a free upgrade.

https://en.wikipedia.org/wiki/Scarcity

CIT85

This is exactly what some of us have experienced. When I checked in yesterday, I was told I was upgraded to Water View room (not on Executive Level), but there were Executive Level rooms (top 2 floors) and Junior Suites available. I asked about Suite availability (while checking Marriott App at the same time, 7PM). and was told none was available. What should I believe?

kaizen7

Yes suite upgrades will be restricted to the number of suites available in the hotel.
But then again some hotel dont even bother to upgrade elites to room category above the one reserved.
I believe Marriott as corporate needs to enforce their own terms and conditions if there are hotels who deliberately ignoring this.

About SNA, I wonder how Marriott corp reimburse hotel who accept SNA ... does Marriott paid the rate difference between the room and selected suite?

And about your24, why it have to be when available as well? Unless the hotel is 100% booked and no space left, I still think this your 24 should be confirmed on request.
Afterall its only topmost tier member could have it and then not all of them use it. (I never use it)
Make exception ... your 24 will be confirmed on request on the category booked ... it will help the hotel execute the request.

Seriously .... while I dont think Marriott is at fault for every problem arise with their loyalty program, Marriott need to be proactive in addressing members issues.

Make sure each property adhere to t&c as strict as they were enforced to the members .... afterall the qualifications needed for each tier is fixed and dont have "if available" tags on it.
Would be interesting if a members demanding ambassador tier when his spending is below 20k and claim the 20k is not available this year

friscotrvlr

This! I don't really care about room upgrades all that much unless I am traveling with my family. I stay at, what Marriott now calls, "Upper Upscale" properties 9 times out of 10. The room I book is the room I expect and I never ask for an upgrade. That said, the benefit I get from the travel is that I can take advantage of the benefits in the loyalty program brochure. If those benefits are no longer available, then the loyalty program is worth less to me and I will adjust my spend accordingly.

In the past few weeks of searching for vacations, I have determined that the value of a Bonvoy point is probably down about 25%. As I am evaluating the million points in my account, that means my current holdings have lost value and it means that future earnings are significantly less than I anticipated they would be. So, I adjust. My wife will cancel her Bonvoy Premier Card and I will hold on to mine only for the 15 nights it gives me every year. I'll likely never put another dollar on the card except to keep it active every year. The promise of the Bonvoy program has been hollowed out and it's likely not coming back.

travelinmanS

itravelalot

This is the sort of letter that people should send Marriott's leadership. I've seen the email addresses posted before.

andrewstahl

itravelalot

Do you feel the same way about getting an upgrade into first-class from economy?

andrewstahl

tinypsu

I am a Lifetime Titanium Member in the program.

Recently redeemed for a 5 night stay at the Sheraton Mirage Resort on the Gold Coast in Australia.

After 3 nights, I was moved to a different room - and in order to do this, the hotel created a dummy reservation ...
... this is where it started - the hotel deducted another 105K points in addition to the 140K which were originally deducted!

It has been 15 days since I left the property, have spoken to the Hotel, and the call center ...

No one knows- when and how I will get my points back!

Any suggestion for help is well appreciated?

Mr. Vker

Did they force the move, or was it your request? I'd get Lurker involved-if they are still helping out.

weld3z

Twitter..search for Marriott Bonvoy assist
they reply fast and they well help you

Keyser

yes they are....they changed their handle but are very much still involved as they were in the spg days....

carolinaflyr

How difficult it was to get a folio from a recent stay? This was easy on the Starwood site. On the Bonvoy website, the download link does not work. No problem, call the hotel? 2 messages left for accounting, no calls back. Hmm, email the hotel? No information available as to what that address might be, cannot get an answer from anyone who knows anything at the hotel. How about we call Marriott customer service? First, get a robot (never happened at Starwood). It's a mandatory robot, no representative until you answer the question. Finally get a rep, who plays 20 questions and tells me that the address on my profile is not the address on my profile. A few minutes of argument and we eventually agree that I am me, and, finally, I am told she cannot email me the folio but will ask the hotel to do so, and it will take 3-5 business days. Perhaps this is why the download link does not work? In any event, what would have once been a simple request that would have taken a couple of minutes, at most, turns into a 20 minute exercise in battering through a broken system. Sigh. They must have hired a VP from Comcast or AT&T to run customer service.

EuropeanPete

At least for US stays the folio sometimes is available online - for non-US stays they didn't even design the functionality.

Marriott Group apparently don't have access to folios, but as hotels are inevitably easier to contact than getting through to someone at Marriott customer service, maybe it's for the best.

I have spent literally hours and hours and hours chasing folios since the merger. It's been better for the last couple of months, but previously I would have to stand by the desk and check out manually and ask for a paper copy which I'd take photos of with my phone.