I have been platinum at Marriott for 2 years now. When traveling to Maui, I was refused an upgrade at the renaissance. I was using points and the desk clerk told me I would have to pay for the upgrade.
Has anyone else experienced this?

Where you trying to use points for the upgrade also?

Actually, I used about 110,000 for 3 nights. 80,000 for the room and 30,000 to upgrade to an oceanview. I was inquiring about an upgrade to Makapu beach wing.
I was told no. What they gave me as a ocean view was partial ocean in my opinion. It was on the 5th floor (actually 3rd due to slope). Just off the main lobby. Could see no beach only about a 100 yards of palm tree tops to an ocean. Nothing like the view I was given at the Marriott where I was suppose to have a Mountain view, they gave me a great Ocean view.

It's quite common now for Marriott to refuse upgrade when you are using points at Category 6 & 7 properties. If you look closely at the fine print, you will see that upgrades are not guaranteed, they are in fact, available for an additional charge of points.

When I went to the web site:
(http://www.Marriottrewards.com/Elite/platinum.asp)

It states:
When you check in, we'll upgrade you to our finest available accommodations - whenever we can - at no additional charge. Not available at Marriott Vacation Club International Locations.

*These benefits vary by brand and by level of brand participation. Refer to terms and conditions for more detailed information. "

If you go to terms and conditions, it does not say "Renaissance", Level 6/7 hawaii resorts, or anything else that would exempt this property.

Terms and Conditions

6.Room Upgrade: Upgraded accommodations at no additional charge. Based on room availability
and limited to a member's personal guestroom. Not available at Marriott Vacation Club International or Horizons by Marriott Vacation Club.

Check the web site. No exclusions. I would be happier if you can show me an *

One other point. Marriott Rewards Service could not tell me where it is stated, but what I was told it is up to the hotel to use discretion on honoring elite privilages (such as upgrades).
The web site should state that not all hotels honor Marriott status and list those hotels. I as a platinum member would go to the ones honoring status when presented a choice like I had on Maui, New York...

First and foremost it bears pointing out the line in the T&C which reads: "Reward certificate stays do not count toward elite membership."

Second, "Room Upgrade: Upgraded accommodations at no additional charge. Based on room availability".. and so on.

"Based on room availability" is nebulous language designed to state that the hotel has the right to prioritize their upgrades in any way they see fit. Realistically, it's going to usually go in this order: 1. People paying extra for upgrades, 2. Platinums paying for stay, 3. Golds, paying; 4. Plats and then Golds using Rewards certs.

I was there in January, tried the same thing to Mokapu, to no avail. Was on the fifth floor (3rd actually) and had a great ocean view.. which wing were you in?

I didn't have a problem with them. I knew that I was trying for the Mokapu but didn't expect it.

It was a nice stay overall. Resorts are basically stingy at all the majors regarding upgrades even for their top tier elites.

I dont remember the wing name. It was to the left as you walked in. I did look over to the right and the wing that went out toward the ocean. I am sure that wing had a much better view. From our room you could see the beach or even the swimmers 30-40 yards out. I am guessing we started to see the ocean at about 100+ yards past the beach.
I think the nebulous description is a poor way to treat there elite members. I also hate the way they treat points with less consideration. 110,000 points means I spent about 8,500 dollars. The hotel honoring the coupons get revenue from Marriott rewards.

I wonder what the odds are of a revenue upgrade happenning over the 3 nights I was there after I checked in? I would give 100-1 odds there was a room open my entire stay.

I have never been denied an available upgrade at Starwood (I am platinum with them as well). If a room is available at checkin they always gave it to me (including suites). It does influence my decision when a Westin is near a Marriott.

Since we're harping on the T&C's, I smirk when I see in item 7 under Elite Membership on Marriott's T&C page:
7. Local policy may prevail over program standards at hotels, and some benefits may not be available at some locations.

So, basically, it gives each hotel an "out" when they don't honor elite benefits.

[This message has been edited by ntamayo (edited 06-26-2002).]

I think this is off the topic...the question is whether attained elite status warrants special treatment, not whether his award nights will count towards attaining/maintaining status. Basically, does staying the stays and paying the nights get you what they promise it does. The bail out clauses seem to give them wiggle room, but if they have rooms available for sale (which they seemed to based on his post) it seems he should have gotten one.

I haven't checked lately, but on an award stay at the Boston Marriott Long Wharf in 2000, we were required to pay a per-night surcharge in order to get a room on the concierge floor. As one poster has observed, Category 6 & 7 properties seem to be the ones that have this rule. My experience certainly agrees with that, as the Long Wharf property is a Cat 7.