Their gold and platinum policy says: "When you checkin, we'll upgrade you to our finest available accomodations whenever we can, at no additional charge."
If you are an elite, what is your experience with this policy? My experience is hit and miss. Once, at a Courtyard, there were spa rooms (with Jacuzzi) available, albeit at a higher rate. I checked in as a gold, and asked about the spa rooms. I was told there were some available, but not for upgrades. I asked the manager about this and was told that since the regular rooms were sold out, they were holding the spa rooms for travelers willing to pay the higher price (about $20 more). They would not be given out as upgrades, period. There were suites available (two of them), but "we never upgrade to suites."

So, based on this experience, what does Marriott mean when it says "whenever we can".
The reality is that the Marriott gold elite program offers no valuable perk except the upgrade, and if local Marriotts and Courtyards are free to arbitrarily deny upgrades, there is little value to the program, in my opinion. Any comments?

Welcome to FlyerTalk...

Have you contacted Marriott Customer Service about this? I'd be interested to hear their explanation. If you do, please let us know their response.

As a Platinum, I have had a 3-for-3 upgrade (to a suite) success rate at Courtyard properties. My comment regarding your experience is that you should definitely contact customer service. Denying an Elite perk which is valuable to the customer and cheap for the company seems to defeat the purpose of elite membership. If the only "Reward" in Marriott Rewards is the gold or platinum card, why stay loyal to Marriott?

Sorry to hear of your travails here!

It's seemingly awfully variable by the specific property! On the positive side, and I'm not the Marriott fan that I once was by any means, the Marriott Marquis in Times Square NYC, just upgraded me on a Priceline cheapie $85 rate!

Hope you get it resolved to your satisfaction!

As a plat I usually get upgraded to a good room, however the best benefit is the concierge lounge access. My experience shows that the best hotel for me personally for upgrades is the Renaissance brand as I get a suite almost all of the time. It does depend on the individual hotel though. It seems to be that way with all the chains.

I spent close to a year at the Marriott Marquis in Atlanta and never once got upgraded. I always got access to the lounge but never ever got a suite.

The way the Marquis in Atlanta is designed, there are very few suites. And they usually go as necessary perks to VIPs of big conventions.

I agree with TrojanHorse--even as a silver I have been treated better at Renaissance properties including a suite upgrade on occasion.

I forgot that I wanted to add that my very best experiences at both Marriott and Hilton have always been on the weekends when occupancy is not such an issue especially at downtown properties. That is the easiest time and place to get treated nicely.

[This message has been edited by TravelWeary (edited 03-27-2001).]

Maybe I am going out on a limb here, but perhaps the Renaissance personnel do go the extra mile for their VIP guests, because they want to prove that their properties are as good as the Marriott properties that remain the jewels in the crown, so to speak, of Marriott lodging. I, too, have had very nice stays with Renaissance, as well, and happen to prefer their Montreal prperty to the Chateau Champlain as the rooms are larger, and the location is far better. They do appear to be somewhat more solicitous of their Marriott Rewards guests.

Finally, more often than most Marriotts, Renaissance properties will also have a very good Entertainment discount rate available for booking. Many Marriotts, especially in Europe, do not offer that rate, although they are listed as doing so in the Entertainment books.

I've hit a drought when it comes to upgrades at Marriott hotels. I haven't been upgraded to a suite in over a year. And I'm staying at least 75 nights/year. I've gotten numerous concierge keys, but no suites. I think Marriott has quietly letting this perk fall by the wayside.

I stayed at the Marquis in Atlanta when there were about 10 guests (seemingly) in the entire hotel - and no suite available.

If you want a Marriott suite in downtown ATL, stay at my favorite, the Marriott Suites property next to the Ritz-Carlton. Costs about the same, and you will definitely get a suite. Plus, the front desk staff are quite good at recognizing their platinum guests.

At Courtyards in the past year, I was probably upgraded to a suite about 75% of the time as a Gold Member. At Marriotts, I always recieve lounge access, but I hardly ever make it to the executive floor let alone a suite upgrade.

I agree that you seem to have better luck getting upgraded at the Renaissance. I was in DC for a convention and paid the convention rate at the Mayflower and they upgraded us to a huge suite. My partner and I decided to throw a party one night and ordered tons of stuff from catering (so the hotel ended up making money on the deal). Apparently the hospiality suite for our group was on the same floor but we were closer to the elevators so people mistakenly thought our room was the hospitality suite so the party got quite large. We met lots of new friends that night and impressed our old ones with our luxurious accomodations. But that has been the exception, not the rule.
Paul

Marriott stinks. I realize I'm beginning to sound like freeupgrade, but I've come to the realization that elite benefits are a big let down. I've only been upgraded twice to suites and often don't even get concierge lounge access without asking -- and I'm Platinum for three years now. Not next year.

Personally I have the WORST experiences at Renaissances.. too stuck up for my tastes.

I usually get upgraded to a suite at Marriott Courtyard about 30% of the time, but I could really care less as I find their regular rooms very comfortable.

At regular Marriotts I get upgraded about half the time, but I always get Concierge Lounge Access. Since my travel is on business and I am usually alone, It doesn't matter much.

I do think however, that I am going to have a hard time keeping my Marriott Gold Card--as I have just achieved Diamond with Hilton.

Just my $.02

Regards

Art at ISP