I know even before I write this post that some people are going to read it and think of me as a whiny crybaby who really has nothing to complain about. But since this is FT, and we're all about getting the most we can in terms of elite benefits, I have to ask...

I'm a platinum premier with Marriott. So far I've stayed 109 nights in Marriott beds this year. The vast majority of those stays have ranged from pleasant to outstanding, which of course is what has kept me coming back to Marriott all these years.

Last night I was staying at the Renaissance Boston Waterfront Hotel. I noticed online a couple of days before my stay that I had been upgraded to a club level room. Pretty standard, and I was hoping for an even better upgrade before check-in. The day before check-in I was still in a club level room, but the hotel was now sold out, so I figured that further upgrades were unlikely.

I checked in and was given my key packet for a room on the 6th floor. The front desk agent thanked me for being a platinum member and told me the lounge was on the 20th floor. I didn't say anything, because that exchange usually means I've gotten a nice suite so I tolerate the low floor despite my profile preference for a high one. I got to my room and found it was a totally standard, ordinary room in the middle of the hallway on the 6th floor.

I didn't complain to anybody, because ultimately the hotel was sold out and all I'm really promised as an elite member is access to the lounge. But I found myself getting more and more disappointed, realizing that somebody who'd spent their first 50 nights even in a Marriott this year would have gotten the exact same "upgrade" I got, which was nothing more than access to the lounge. I guess I just have to wonder if every single room on the floors above mine was filled with higher revenue or loyalty guests--of course the answer is "no", so the real answer is that they just didn't care about my preferences and when they decided to downgrade me from the pre-blocked club level room they just stuck me in whatever was left.

The room was clean, comfortable, and quiet. I did have access to the lounge, and found all the staff I came into contact with friendly and professional. At one time, that would have been enough to define a perfectly acceptable stay. But I guess I really have come to expect more than the bare minimum promised by the MR T&C. Particularly as a platinum premier, I almost take being on the actual club floor for granted (especially on a one-night stay). And when I'm not on the club floor, I'm at least on a very high floor near the lounge and the front desk is usually apologetic as all get-out.

Okay, I feel better just whining to you all about it. I'm ready for the backlash. Let me have it!

All I can say is, wecome to Boston. It's leaf peeping season. You may be Premier, but some blue hair from Boca was willing to pay more at the last minute and got the better room. Like all us good soldiers, you made your res early and got a good rate (right?) which doomed you to the standard room. Last week I had to hop around hotels due to lack of availability, not that I'm complaining (Ritz-Carlson one night and Cambridge Marriott one night).

But still, come on, they can't read the reservation? Loyalty at your level has to mean something, doesn't it? A jerk would have made a scene. I commend you for your response.

My experience as a PP this year has been rather ho hum for the most part. However, I have always gotten at least a room on the club floor. I do not think that is too much to ask. Would I like to get more suite upgrades? Of course, but most of my stays have been at properties that are either all suites or have few suites.

Yes. It's a hotel, not a private club.

I dont think you're "whining" at all.....my assumption is someone "blew the block" which resulted in you receiving a standard room but that is just an assumption based upon what you saw a few days before and you being a PP.....I would recommend you sharing this story with the hotel GM, yes you received what you reserved but your expectations weren't met

This is Head of the Charles weekend, so you probably have a lot of people already in town and so I would presume most hotels are already full. And last night was opening night for Boston Bruins and this, that and everything else going on. That is also a popular hotel because of location.

So I am pretty sure that people booked those expensive rooms. I guess I might have been a little disappointed, but understanding the hotel was full would have made it different. Of course, I am only Plat, not PP, so I am not sure what you usually get in the FS hotels.

Cheers.

DJ Iceman has been so loyal to Marriott over the years and as a PP he did not get even an upgrade to the Club Level? That stinks I don't care how booked solid the hotel was he should have been pre blocked into a CL room at the very least.
Another example of Marriott dissing one of it's best customers.

a one off time isn't a big deal, when lack of status recognition happens more frequently, then time to take notice.

So yes you are whining

As a new PP this year, I'm happy with the overall experience.

I've had Suite upgrades for around 1 in 3 stays, which, given one of the hotels I use regularly doesn't have any suites is a good return. I've stayed in most of the hotels I use as a "mere" Plat and found Suite upgrades very rare at that level, so can see a definite difference.

Ocasionally when an hotel is full I do get close to nothing, and I shrug my shoulders and leave it be.

I have found that when I can't get the level of upgrade I'd usually see, some hotels do provide wine / fruit / cheese plate in the room as recompense, which I find more than adequate.

At the end of the day, upgrades are a privilege, not a right and if I wanted to guarantee that killer suite, then I need to pay for it.

DJIceman was not looking for a"Killer suite" but rather just some kind of room rather than a standard room-preferably one on the club level.No sense of privlege involved IMO-it is something that SHOULD be taken for granted in exchange for giving Marriott over 100 nights of income in a single year and many hundreds of nights over the years.

I don't see this as whining-I see this a a clarion call to Marriott Rewards and Marriott International.They dissapointed one of their best customers and need to work hard to avoid this in the future.I also see it as a warning to others to keep an eye out for this sort if thing and to let both MR and MI know when it happens so they are aware of these failures.

It seems to me that these stories come up all too frequently. From the world of quality management and process compliance, I see lots here telling me that they either have a process nobody follows or they have no formal process to ensure Elites (esp. PP) receive the same experience every time. This is not about getting more than what you pay for. It's about consistency in the guest experience. Anytime there is going to be a deviation from that expected experience, the desk clerk needs to explain why and what the guest can expect.

A good example? McDonalds. You know what you're in for every time you go there. Not that it's good, because it's not IMO. You can go into nearly every shop in the US and get consumable product (I refuse to call it food) that will match your expectation.

I stayed over 100 nights a year for multiple years. One year was over 150. Never get upgrades or anything special. Always have access to lounges.

Learn a long time ago not to expect upgrades. That way, when I do get one, it is like a pleasant surprise. For me, upgrades are really not that important when I am traveling on business. Makes no difference whether I am on a high floor or have a larger room. Only time I care is when traveling with family and the extra space is of use.

If I EXPECTED an upgrade to the Presidential suite and did not get it, should I share the story with the hotel GM and tell him how my expectations were not met?????

"I checked in and was given my key packet for a room on the 6th floor. The front desk agent thanked me for being a platinum member and told me the lounge was on the 20th floor."

First problem is not being recognized as PP. Marriott makes the distinction and if the front desk does not or cannot tell the difference you have no way of knowing if they even know your status.

And PP (and I believe Plat) are 'entitled' to upgrades to the best room available, Marriott says so. We are not entitled to upgrades to suites.

Given that as WillTravel states they should say 'sorry Mr/Ms PP, there are no room upgrades available tonight. At least in this case they acknowledge your status and tell you they understand what you are entitled to and or expect.

Having had a few conversations with GMs over this type of issue I've found more times than not their staff are oblivious to PP vs. Plat. rarely have they said we can't do anything for you. In fact I was in CPH earlier this year and had this exact type of situation. ok room on a low floor, the front desk said that's all they had. The hotel was also sold out when I checked on line. After a quick conversation with the manager on duty, she offered me a choice of several rooms which included an executive room on the CL floor.

I think the most likely situation is that they filled up all the upgraded rooms with the Plats and even sweet talking golds who showed up and checked in before you.

The problem most hotels, IMO, is they don't know who their PP 'VIPs' are that are arriving each day. Seems that there are only a few at any property at any time so it would be reasonable for them to know who their 'best' customers are that are checking in each day.

Instead I think the hotel falls in love with the bus driver from the tour group that was booked into the hotel as a low room rate but with lots of rooms. IMO.

I'm confused. I always thought Hilton Diamonds were the biggest crybabies on FT...

Some of you folks need to get over yourselves...