Right way to ask for an upgrade?
 

Hi,
I've been a Marriott guy for quite awhile and am currently a Platinum member. I'm wondering what people think is the right way to ask for an upgrade. I've seen some members say "I don't ask for an upgrade, sometimes I just get upgraded" and others are at the other extreme "I login to the Marriott website while at the front desk and prove that there are upgraded rooms available if they won't upgrade me". I'm somewhere between the two. I'll almost always ask if they "have a nice room" but usually get told something like "oh yes, we've put you in an executive room" which usually means nothing. On the rare occasion that I'll push it a little with them, I can usually get a bigger room or sometimes (once) a suite, but that is rare. I get the feeling that the standard procedure at the front desk is to tell the member that they are in "an executive room" or something like that and not offer more unless specifically requested. So my question is for those more experienced than I am, what DO you ask for and how do you ask for it? I know my chances are better on weekends or for short stays, but I'd like some advice on how to increase my chances via interaction with the front desk in a way that is nonconfrontational (not my style). Thanks in advance for any help/advice you can give me.

FS Marriott hotels tend to not have a lot of suite rooms. So given they aren't a stated part of the elite upgrade requirements and there usually aren't a lot of them, you just won't get them with regularity. Also, most "business" FS hotels in the US also tend to not have much difference in their rooms other than maybe an executive and/or a CL level. Given that, about the only upgrade they can really give you is a room on that executive or CL level or possibly a room on a higher floor. There just isn't much more to upgrade you to.

With that said, there are hotels (resorts, those with non-std designs, certain locations, etc) that may have rooms with better views, corner rooms with larger rooms, balcony rooms, specialty rooms, etc. At these hotels, there may be some decent upgrades to be had.

I mention all this first so we can set some expectations. With that, what can be done to help increase you upgrade chances (in those instances where there may really be something to upgrade you to)?

1. First, find out what types of hotel rooms a particular hotel has to offer. Decide what you would like to be upgraded to and specifically ask for that upgrade instead of asking for a generic "upgrade". The more specific I've been in the past, it just seems the more often I have been able to get what I wanted.
2. Find out the GM's email address and send an email asking about a possible upgrade. Let the GM know the reason you want the upgrade (i.e. honeymoon, anniversary, birthday, etc). The GM may send the request to one of their "reservation" managers, but it still tends to get more attention than otherwise because it was from the "GM". Also, this provides a chance at a pre-upgrade. Allowing you to know in advance what you are getting and not having to wait on check-in availability. Also, don't be too pushy in the email, let the GM know you realize that upgrades aren't guaranteed until check-in and that suite upgrades are a part of the normal elite benefits. But anything the GM can do to help out would be appreciated.
3. If you are traveling with your family, and you have younger children, bring them in with you to check-in. When my daughter was younger, I bet she got me a number of real upgrades just by waving and saying hi to the check-in person. I used to get all the "ooh, she's so cute, here let me see what I can do for you" line all the time. :D
4. When you are checking-in, be nice and actually try to talk a bit with the check-in agent. Ask them about what types of rooms they have at the hotel, maybe mention all the good things you have heard about the hotel and how you are looking forward to your stay. It just seems to me that the longer my conversations with the check-in agent were, the better my upgrade chances becomes. Maybe its because they get interested in the conversation and then become a little more friendly and then actually try to see what upgrades are possible.
5. I make all my RI reservations through the Plat line, not on line. I always ask the Plat agent to call the hotel and see if they can upgrade me to a 2 bedroom suite. (You can check online to see if the hotel has any 2 bedroom suites available before you call though.) I've had great success in not only getting a 2 bedroom suite upgrade, but they will quite often do the upgrade right then and there. ^
6. For CYs, just prior to check-in verify online that they have suite rooms still available. If so, at check-in ask about about a complementary upgrade to one of those suites. This year, I'm batting 100% on suite upgrades at CYs. I will admit that I don't remember ever being upgraded without asking though. So it is something you have to specifically ask about.
7. For other non-FS hotel chains, I would do something similar to my RI or CY upgrades.
8. Check-in times can also affect whether you might get a better upgrade or not. Some hotels may let you check-in early, but if you do that, even if the hotel is still selling upgraded rooms online, they may not have them cleaned and ready. You won't be able to get anything then.
9. One final thought. When you are getting ready to check-in, if it is a larger hotel with a couple of check-in agents, you might do a little "check-in agent profiling". I know profiling is an evil word and such. But if before you get into line to check-in, watch the check-in agents. You may notice one seems more cheerful and engaging versus another who is more "methodical" in checking people in.
10. OK, one more thought, if you will be returning to the same hotel often, spend time to get to know the employees there, especially the GM if you can. When I was doing a lot of international travels, I spent a lot of time at the Wuhan Ren and talked quite a bit with the GM there. It seems that he had been a GM at a few other Asia locations and knew the GMs at even more hotels. So I'd mention I would be visiting a particular hotel in Shanghai or Beijing, or Singapore, or where ever. He would mention he knew the GM there and would even call the hotel to get me some very nice upgrades, usually suite upgrades even. So networking can be a very good thing. ^

Good luck with you stays and potential upgrades.

Great info!
 

Wow, that is some great information about getting an upgrade. You should write a book! Thank you for all the tips.

+1. Great info.

In addition to hhoope01's points, I am upgraded to a suite at a full service property more than 80% of the time over the last two years by being friendly, asking the agent how their day was going and after confirming the number of nights I'm staying, I ask, "Do you happen to have a suite available for the platinum upgrade?"

As noted, most of the time they do. Especially at business hotels on weekend stays for one or two nights, but knowing your property is a good idea. And if they don't, I don't make a fuss as it is not part of the program, and a CL floor room isn't the worst thing in the world, especially if the lounge is left open for sodas and water. ^

Thank you so much for a very informative post! It really was all I wanted to know about upgrades for years of being a Marriott Rewards member, but didn't know who/where to ask. If I may bug the group one more time, what is etiquette for these sorts of "thank you" posts. Do you post a thank you reply or just PM the person who answered your question? I see benefits to both, but want to comply with whatever the FT group's thinking is.

A thank you is never wrong, whether it be via PM or via the thread itself. :)

I don't think any of us who provide info demand or expect thanks since FT is about sharing, but when someone takes a lot of time or is quite detailed (as did hhoope01 on this thread; great info), it is definitely appreciated.

I remember one time spending a solid hour writing up something for someone who was going overseas & it was really, really detailed. Not only did I not get a thank-you, I didn't get an acknowledgment that it was received (found out much later it was). Bit of a let-down. I wasn't expecting flowers or an upgrade (pun intended given the title of this thread :D), but a simple thank you goes a long way.

Cheers.

Agreed.

And let me add another way you can "say thanks" is to just be more active on FT. There are probably Marriott hotels you have stayed at that don't have much written here on FT concerning them. Spend some time and write up a trip report about your trip (and any future trips as well).

Basically, the best way you can say thanks is to give back to the community. ^

WoUld these techniques work for a silver member?
 

I know I'm not entitled to anything. However I'm staying at the Marriott Waikiki resort next weekend. I reserved an ocean view balcony for 169 a night. I would be happy with this room, but it would be cool if I got an upgrade.

I can chat up the desk clerk as I usually do. I have never really angled for an upgrade and gave taken the luck of the draw. Was wondering how you get the gm's email, and if this is even appropriate.

Thanks.

Used this tonight with success, thanks for the great line.

I pretty much always get a suite whenever I'm staying just for one night at a FS Marriott. I never got upgraded when staying for more than one night.

I've never tried this, but maybe I should make a reservation for one night and if upgraded, extend the reservation after checking in...

You should try, anyway. I never tried at Marriott when I was silver or gold, but I tried at Radisson with the prime tier everybody has and sometimes I got a suite (for 1 night stays, probably when they are sure they will not sell it).
You would have better luck when coming back in the same hotel, though. Saying something like "last time I had room number x, could I get a better one this time ?"

I would call the Plat line and ask for it.

THanks for the info.
 

Im not platinum, only a silver, so I'm not sure that would work. I appreciate the info. Now I'll stop looking through the hotel website for the gm info.

This thread has inspired me. I've been Plat for years and cannot ever remember asking for an UG, although I've been given some sweet UGs in the past. Today, I'm checking into a beachfront CY for a two night stay, and I'm asking for a two-room suite. I'll need to do work tomorrow and it would be nice not to look at the bed during conference calls. Thanks, y'all, for the good advice.