Suite and Sour
 

After 164 nights in 2003, I finally got a suite upgrade. But it was easy. I checked into the Tysons Corner Marriott on Thursday 8-7. At the check-in counter, I noticed that an Express Check-in folder was already made prior to my arrival. I asked the clerk if I was getting the best room available. He did some key strokes on his computer and after a few moments, he torn the old key holder and filled out a new one with a different room number. I thought….things are looking pretty good.

I got off the elevator and walked….and walked and finally reach the end of the hallway. Got in the room and realized the room was exactly the same as the one I had last week. Before unpacking, I took out my computer, logged into the Marriott web site and checked what was available for the same period of time. I wasn’t surprised to find that Junior Suites and Executive Kings were available.

I did a screen print of the reservation page, with the computer I went back to the check-in counter and asked to speak to a manager. I explained to the front desk manager on Platinum benefits and my expectation on getting the best accommodation available. Below was the conversation between the manager and me.

Me: I am a Platinum member, why wasn’t I offered the best room available?
Him: We already upgraded you to the Concierge floors.
Me: That wasn’t my question. Suites are available as indicated on this reservation page.
Him: We are anticipating a sellout the next few days. I cannot give you the suite. However, if you would like to pay for the different I will be more than happy to change your room.
Me: The Platinum benefit said I should be upgraded to the best accommodation without additional cost. Would you like me to show that page on the web to you?
Him: No. That only applies if we do not anticipate a full hotel. I can only give you the suite if you pay the different.
Me: The way I interpreted the Platinum agreement, if the suite is not reserved and is available during the length of my stay, you guys are obligated to give me that suite. Is the hotel general manager still in now? (It was 5pm.)
Him: No he is already gone for the day.
Me: Can you call him to confirm my right? I am surprised that you, as a manager, not knowing your obligation to your customers.
Him: I will make the call. (He walked to a room behind the wall and returned a few minutes later.)
Him: I am going to go ahead and give you the junior suite. But I talked to the MarriottReward secretary and she told me you are only entitled to a one category upgrade. (He handed me the new key.)
Me: I know what I am entitled. She is wrong in telling that. I will print a copy of the Platinum benefits and give you a copy when I have a chance.

The suite was nice but it sort of have a sour taste to it.

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[This message has been edited by socrates (edited Mar 23, 2004).]

laptop9999 you have my admiration. You also have my thanks, as a Marriott platinum, for calling this hotel on its failure to comply with the program. Your posting, and recent others, makes me despair as to whether Marriott really cares whether its properties comply with the program or not. Maybe Marriott feels its enough if it can advertise the benefit, and irrelevant whether the hotel, in fact, provides the benefit. Your treatment was unacceptable but, unfortunately, typical at so many Marriotts. If Marriott insisted that its properties comply with the program, under penalty of being removed from the program, I'm guessing there would be a change. What these hotels count on is that most often we will be too tired or occupied to take the time to call the hotel on its refusal to comply with the clear rules of the program. Again, my thanks for taking the time to do this.

When I was staying at Marriott Rancho Cordova (Sacramento) every week last year, I never received suite upgrade even when the web site showed availability. One time, I told them upon checking-out..."If I don't get suite upgrade next week, I am moving to Sheraton" Next week...a suite room accidentally showed up and I was assigned. After the week, I was back to Executive Floor room again and again.

Suite upgrade itself is not a big thing, but I did not understand why they don't comply the program policies and provide something we are entitled. I gave up and moved to Sheraton.

On the other hand, Starwood hotels are very good (in general) at delivering their platinum member benefits, and suite upgrade is given with no battle. The Starwood corporate also takes initiatives and monitors - make sure each hotel complies the SPG policies and procedures.

I just do not see this kind of strong commitment from Marriott HDQ - when it comes to the best room available upgrade (incl. suite) for their platinum members.

I am interested in hearing what MR program executives think about it...

Why not just fill them and make everyone happy?

I think all of us Platinum members should treat hotels in the manner described above and maybe they will learn a lesson. I think Marriott brand hotels go out of their not to upgrade Platinum members to suites. However, I have found them to be good at upgrading to the conceirge floor though. But in reality there is nothing different about a conceirge room other than mouthwash and bath gel. I could give a hoot about those amenities.

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[This message has been edited by socrates (edited Mar 23, 2004).]

As always, thanks for your response Socrates.

Yes! Thank you. I'm happy to see that I am not the only one pulling my hair out with the upgrade gaurantee. I've pasted a copy of the letter I am sending to Mr. Marriott today regarding a similar experience.

TO: Mr. J.W. Marriott
1 Marriott Drive,
Washington DC 20058

CC: GM; Marriott Mission Valley, 8757 Rio San Diego Drive, San Diego CA 92108
Guest Services, 310 Bearcat Drive, Salt Lake City, UT 84115-2544

8 August 2003


Dear Mr. Marriott:

I’m writing to relay a serious concern which I have about the Marriott Mission Valley Hotel at San Diego California and the elite benefits guarantee in general.

Let me begin by stating that since I’ve begun traveling for business 14 months ago, I’ve stayed approximately 105 nights with Marriott hotels. I have several more reservations with Marriott brands this fall, including ten nights in Singapore and a week in Orlando.

Upon arriving at San Diego airport on 3 August, I phoned the Marriott Mission Valley hotel and I spoke with Adam at the front desk. I did not identify myself, but simply asked if there were any suites available for the week. He replied that there was one suite available for the night of the 3rd, and then he could move me to another suite for the remaining 3 nights. He said that the rate was $250 per night and asked would I like to make a reservation. I replied, “no thanks” and I hung up. Ten minutes later, I arrived at the hotel with my bags and proceeded to check in. Adam pulled up my reservation and began to present me with the keys to the room. I asked him, “Is this a suite? Because you know as an elite member, I believe that I’m entitled to an upgrade if available?”, In fact, I said, “I really don’t mind moving rooms if necessary to stay in a suite each night.”. Adam looked me straight in the eye and said there are no suites, available. I was floored. I asked again, “Please check again.” Next, Adam pushed it further, by saying, “the hotel is completely sold out for the week and all of the suites are booked”.

I asked to speak with a manager, and Robert came out to the front desk. I told Robert that I had been lied to and I explained the entire situation. I told him that Adam had lied to me, because I had spoken with Adam on the telephone not more than ten minutes ago to confirm that there were suites available, yet upon arriving at the hotel he tells me that everything is sold out. Robert countered that they don’t normally do these kinds of upgrades, at which point I pulled out the elite benefits guarantee which I had printed from the Marriott.com website. I told him that I am not asking for a favor here, this is supposed to be Marriott’s policy. The upgrade should be automatic if it is available.

Next as Robert began to tap the keyboard to find a room, Adam glared at me. He seemed to be approximately the same age as me though a bit larger in build. I felt certain that he was upset at me for telling his boss about the situation and that he would like to step outside into the parking lot with me. In short, I felt threatened.

Robert did put us in a suite that night. In the morning, I still felt unsafe about Adam and the knowledge that he had a key to my room. (Also, my fiancé had accompanied me on this business trip and given the experience at check-in and Adam’s threatening demeanor, I did not feel that the hotel was secure enough to leave her alone while I was at the office.) Thus, the next morning we checked-out and spent the remaining 4 nights at a different hotel.

In addition, I had a similar elite benefits guarantee mishap at the Renaissance Hollywood in June (though, thankfully at this location the check-in girl was not a threatening liar, just simply a liar). I submitted a letter regarding that incident via the Marriott.com website. Unfortunately I did not receive a response from the Renaissance Hollywood.

Mr. Marriott, I refuse to play this “ah ha gotcha game” ever again with one of your hotels. The truth is that the elite benefits guarantee is an empty promise. In fact, when I pay for a service which not delivered upon, my friends in law school would call that a “breach of contract.”

Now I have several more upcoming stays at Marriott hotels, including the business travel mentioned above. I’ve even booked my honeymoon in September at the St. Kitts Marriott Resort. At this time, I do not plan to change these reservations, however, I assure you that unless I see a marked improvement, I will move my business elsewhere. This is the last letter I will write to your company. Next year, I will voice my displeasure with my wallet and my company's travel account. I am confident that Hilton or Starwoods Hotels would welcome my business.

Sincerely,

This Plat, after 80-90 nights last year, has taken a different approach: stay elsewhere. I'm down to ~10-15 nights this year, and much happier not to be denied a suite upgrade every week.

Staying at non-Marriott hotels sends a much stronger message than any letter, IMO.

-Zombie-

Well, I had about 100 nights at Marriott and 50+ at Starwood last year. This year (YTD)...90+ at Hyatt & Starwood combined and 4(!) at Marriott.

I still have 50+ nights until the year end, and it will be most likely at either Starwood or Hyatt.

My suite upgrade ratio st Starwood is 80-90% with no battle with front desk personnel. Even at Four Points by Sheraton - which is equivalent to Courtyard - they recognize Platinum benefits and give suites with no negotiation. Unfortunately, MR Platinum member treatment at some Courtyard that I stayed in the past was joke.

Marriott properties located overseas treat us better, but are still very tight about suite upgrade. Why do they need to protect suites that much???

So is it definitely Marriott's policy that a 'suite' is the same thing as a 'room'? Because I guess if they see the two as different, then they'll say 'we are providing the best 'room''.

Just a question - if they really do mean that you get a suite, then they're really messing things up big time. As a platinum, I've only twice gotten a suite and since I've done a lot of one-night stays, I'd bet plenty of other times the suite was available.

Anybody out there want my Platinum card? Maybe you could scratch out my name and pencil yours in. http://www.flyertalk.com/forum/wink.gif Seriously though, I don't need it cuz I've only got 24 stays this year and the specific reason I've cut down and will only stay at Marriott when I HAVE to is not because I don't get an upgrade. It's because I know that the front desk is LYING to me about not having an upgrade available to give me. I write this from 4points Sheraton in Charlotte only because Marriott thinks it's OK to lie to me. It is not. http://www.flyertalk.com/forum/mad.gif And you know what, it's too late to get me back by saying "We contacted all our hotels and told them to give you people (Plats) the upgrades they were supposed to give you all along".
C YA

A platinum is only promised 3 things others are unrequiored bonuses.

1- Prefered room type, smoking, non smoking and bed prefrence.

2- Concerage(sp) accsess except on weekends.

3- Platinum Amnenity

Thats it

NO, I'm afraid you are WRONG. I assume that I am promised the above three things but you forgot the fourth - 4. We won't LIE to you. I think this is part of the deal, maybe I'm wrong. All you Plats out there - Is it OK for Marriott to lie to you about a better room not being available? I'm not talking about a full hotel in the middle of the week but a Marriott on the weekend, with a half full parking lot at midnight and no one in lobby. And then you look on the website and they'll book you a suite or even worse, they try to SELL http://www.flyertalk.com/forum/mad.gif you a suite upon check in. Plats out there - is this OK with you? We weren't told we would have to 1. pay for a suite upgrade or 2. we would have to BEG for an upgrade.

How did he lie to you. It wasnt availible.

Did you work at that hotel. Maybe you were staying for multiple days and tomarrow a wedding or a confrence of CEOs were coming in paying an outrageous rate and they were promised suites but when you looked you saw they were availible tonight.

HE was willing to sell one to you cause you were *****ing like a fiend.

THe only reason most of the platinums want a suite is to gloat oh Im platinum look at me, when u never needed one

So, you know why I want the upgrade huh? That's funny because I don't remember meeting you. I have no reason or want to gloat and I wasn't speaking of an individual hotel (He?), I was talking of the over 80 PEOPLE at the front desk of those 80 hotels that ALL couldn't/wouldn't find an upgrade. 90% of the time I don't even bother asking, I'm not suppose to HAVE to ask. After never receiving an upgrade to a suite after 100 opportunities, Marriott lost my business.I spend 225 nights a year in hotels and I don't want to gloat, I want to relax and sleep and guess what - I DON'T WANT TO BE LIED TO.

[This message has been edited by fireworksboy (edited 08-14-2003).]

[This message has been edited by fireworksboy (edited 08-14-2003).]

I believe if you check the web site you will find you may be mistaken.

I qoute...

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.

From the terms and conditions page...

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.

fireworksboy and longing4piedmont are absolutely right on in this argument. the terms of conditions do offer an upgrade for plats. of course, this is not a free, plats earn it by spending thousands of dollars at marriott hotels year after year. it's a simple business transaction, "i'll give X for y dollars". and if one party doesn't hold up to its side of the deal, then, well let's call it what it is, FRAUD. Imagine marriott's reaction if i didn't hold up my end of the deal and i refused to pay my bill after a stay. and furthermore, imagine if i repeatedly refused to pay my bill, stay after stay. i don't think that would go over well. and what if i lied about it too and said, "oh, well there's a check in the mail", or "oh, yes, i did pay with cash, perhaps it was not recorded properly"... etc, etc. Don't you think that i would lose credibly very quickly with marriott? Don't you think that they would soon refuse to do business with me? of course, they would. and what fireworksboy is suggesting is absolutely the correct solution - and it is what any rational buyer/seller would do in a free capitalist society. boycott marriott, until they can learn to honor their end of a deal.

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[This message has been edited by socrates (edited Mar 23, 2004).]

I truly believe Marriott is working on this. Over the past few months, I have noticed a marked improvement in suite upgrades (without asking).

I think it's unfortunate that not all properties are doing this, because it obviously is a make or break point with a lot of plats.

I hope the people working at the front desk, along with their management, realize the seriousness of their inaction to work with their very best customers.

Before this, I never knew "best available room" could mean suites. Over 200 nights in Marriotts in 18 months, the only upgrades I've received were in Brussels and Sauipe, and both on those X14 Free Weekend certificates, not even paid nights.

Thanks again for this information. Its good to know my rights, but I still doubt I'd go the great extent to checkup on the availability of suites 10 minute prior to checkin or after checkin. The front desk guys are only mouthpieces, they need to keep their jobs and feed the family more than I need that extra bathroom or living room.

A clean comfortable bed and bathroom is all I ask, although I must acknowledge that even this is hard to come by sometimes. When this happens, you betcha I'd complain.

socrates, i AM frustrated as this is the second time i have written in the last month with problems at marriott. you might remember that i had a very hard time collecting on the plat gift guarantee a few weeks ago (ended up with a $25 check). http://www.flyertalk.com/forum/rolleyes.gif traveling over 200 nights a year provides its own frustrations on a daily basis but i expect it and enjoy my job to no end. but the added frustration at the end of a long day is not what i am looking for. in my opinion, marriott should just not make the upgrade promise if it knows it cannot enforce it, especially when they KNOW it is not being honored. if marriott came out and said "we can't enforce this benefit for our plats in a uniform manner so instead of that benefit we are going to give them something else we can control like extra bonus points (maybe an extra 10-20% bonus)". if that showed up on their website tomorrow, i would be back next week. but if they think they can just ignore the FACT that this is not being uniformly implemented, they are wrong. i won't be back until this issue is resolved in a better fashion than it is now. just so you know socrates, i am not furious or anything with marriott, i wish them well and still tell my co-workers about their great properties but i won't be lied to.

[This message has been edited by fireworksboy (edited 08-15-2003).]

[This message has been edited by fireworksboy (edited 08-15-2003).]

Hi Flychic. I'd note that Marriott's upgrade policy does not state best available "room", it states best available "accomodation". By the anecdotal evidence related in this and other threads, at many Marriott properties the front desk personnel, either at management's behest or because of their own unfamiliarity with the program, are denying upgrades when there is clear availability. If the front desk is simply implementing what they are told to do by local managment, then Marriott needs to do something about it. If not, Marriott needs to educate the front desk personnel. Either way, one major reason I stay almost exclusively at Marriott is because of their promise to me that I will receive an upgrade to the finest available accomodation. Why shouldn't I expect Marriott to live up to its promise, in return for which it gets my business? Like other posters, I am resentful of being told by the front desk that no upgrades are available when I see a half-empty hotel. I'm appreciative of Socrates for his responses on this and other issues, and hopeful that Marriott management understands the harm it does to their brand when many of their best customers feel that they are being lied to by the front desk or misled by Marriott's promise of an upgrade to their finest available accomodation.

Now on a more important subject, we're still waiting for power and water to come back in suburban Detroit. I guess I'd trade that for my next six upgrades.

I appreciate socrates' nice words about our (MR Platinums') inconvenience - even though it's not his own faults or anything. What I would suggest is - Marriott should officially designate someone just like Starwood Lurker here and listens to their loyal guests seriously. I hate to say this, but there are reasons why Starwood gets Freddy Awards every year.

Just like some other posters, suite upgrade itself is not a big deal to me, but if you have to play with a little game (or fight) with front desk personal about what you are promised to be given, then that's a big deal. Since Marriott has established the most challenging criteria for the highest status, they really should deliver what they have promised.

If the company does not take initiatives soon, it will start (or started already) losing their supposed-to-be loyal guests - including myself.

FWBoy,

I going to take a guess that for all the travel you do, its mostly for business.
Does your company pay for your travel? Then vote with your dollars. I am Plat. too but am not going to make it this year. I've stayed in quite a few Starwoods and although the properties tend to be a little higher in cost (at least where I stay), the beds and consistency make it worth it for me.

I also think that it is an unfortunate matter of the Marriott culture and that awareness and training of providing the upgrades that has not yet sunk in. I think you will find that you have better success at a Marriott owned or managed property vs. a franchise.

I hope that Marriott is working hard to educate its properties on this issue

Thanks for the advice chichow although I came to the same conclusion about 4 months ago. http://www.flyertalk.com/forum/biggrin.gif SPG PLAT now through 2/05! I'm batting about 80% upgraded room with *wood and have received suite upgrade 40% of the time. My Plat with Marriott will run out this year (I can promise you) after 3 straight years over 100 nights per with Marriott. I do think some readers are confusing my ire as being directed towards the individual hotel staff, when it is actually directed towards Marriott corporate. THEY are the ones who made the policy and have been lax in enforcing it.

Just curious...

As someone who stayed 118 nights last year and is going to (unfortunately) duplicate that number this year...

Can we all start/continue posting specific hotels that do and do not upgrade?

It might help management pinpoint the ones that need to have their "attitudes adjusted."

After talking with Marriott management this past week, I am convinced that this to all of our benefit to do exactly as you suggest.

http://www.flyertalk.com/forum/Forum63/HTML/002933.html

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[This message has been edited by socrates (edited Mar 23, 2004).]

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[This message has been edited by socrates (edited Mar 23, 2004).]

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[This message has been edited by socrates (edited Mar 23, 2004).]

Socrates, I will of course monitor this board and look forward to trying Marriott in the future but not until I see some evidence of change. BTW, like the *wood lurker William, it is nice to have someone like yourself to bounce things off of. You do a great job! (unofficial of course) http://www.flyertalk.com/forum/wink.gif

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[This message has been edited by socrates (edited Mar 23, 2004).]

Some of you might find this archived thread interesting:

http://www.flyertalk.com/pasttalk/ft...ML/002086.html

For what it's worth, I am at 100% upgrades in the last 2 months. Before that, I was at about 25% (and I'm probably being generous).

What has been working very well is to call the Platinum number when I'm about 15 minutes away from checking into the hotel, asking the phone rep to check the hotel's room availability, and tell me if any suites are available. When they offer to reserve the room for me, I tell them that I already have a reservation for those dates at that hotel, and ask them to contact the hotel front desk to ensure that I get the suite. All of the phone reps have been very happy to do this, and many are even apologetic when I explain to them the reason I had to call them and ask for their help.

Admittedly we should not have to do this and waste our time, but this may be the only way to get Marriott to "energize" their hotels. If their phone reps are having their time taken up by guests who need them to intervene to teach their own hotels the rules, perhaps corporate will be more concerned about this issue.

Just my $0.02.

According to other "Suite and Low" thread, the Corporate admits Marriott hotels do not need to give platinums (and golds) suite.

They say to elite members in the leaflet "we'll give you even suite," but to the hotels "oh, you don't have to." I just cannot believe the well-established corporation like Marriott does this sort of scam in public.

CONCEIRGE FLOOR--- London Renaissance 8-1-03
CONCEIRGE FLOOR--- Brussels Marriott 8-15-03
CONCEIRGE FLOOR--- London Renaissance 8-16-03
All three stays " (weekends) and CONCEIRGE Lounges "Closed"! Cool rooms though, same size as my room on the ship!
Suite what Suite? This subject has been discussed for several years, on here, and you're all still at the mercy of the "Trainee" at the front desk.
All of the above stays were for two rooms (reserved properly). Anyone wanna bet that the second two stays get posted the same as the 8-1-03 stay---points for only one room?
Nothing has changed, and it "Ain't gonna"!
Promises! Promises! Prom-mo-misses!

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[This message has been edited by socrates (edited Mar 23, 2004).]

This issue is huge and is going to hurt Marriott if not resolved. Incidentally, even though most posters discuss this as a Platinum issue, Golds are also promised upgrade to "best available accomodations". Guess what, we get the same bait and switch. Stayed at Courtyard San Bruno Monday night, got a regular room. Got on web, both King suites and Double suites available.

Surprisingly my best upgrades %age has been on X14's and W14's also. Maybe because it's the weekend, maybe because the clerk takes pity on me when I travel with my family.