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

The link below takes you to the page describing benefits for Gold and Platinum.
"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."

But if you go to the top left of the page and click the "+" sign to the right of ELITE MEMBERSHIP it will display the three levels of memberships. Click PLATINUM LEVEL BENEFITS and read under section ROOM UPGRADE and it still 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."


http://www.marriottrewards.com/terms/elite.asp#benefits

There's been no change to the wordings on the web. Just that one page describe more specifically what a Platinum member should receive over the Gold members.


[This message has been edited by laptop9999 (edited 08-20-2003).]

Laptop9999's post is right on. The language as to the platinum and gold benefit is now different, with platinum retaining the "finest available accomodation" language. I'm endlessly appreciative of Socrates continuing effort to respond to our questions and problems, but this is one time Marriott needs to make a corporate statement as to the upgrade benefit. If Marriott's intent is not to upgrade platinums to the finest available accomodations (including suites or whatever) it needs to so state and change the program language. If, on the other hand, it intends to make good on its promise, then it should so state, and tell us what steps it is taking to see to it that properties provide what Marriott intends, without elites having to beg, argue, wheedle, schmooze, print out web pages, etc. If Marriott continues as is, then its elites will continue to feel like the shopper responding to a bait and switch ad: the bait-give us your business and we'll upgrade you to our finest available accomodation; the switch-sorry no suites are available. As demonstrated by the level of anger in the threads dealing with the upgrade benefit, many elites are upset, including this platinum, and Marriott needs to take care that a program designed to encourage loyalty, instead leads to an exodus of disgruntled formerly loyal customers.


[This message has been edited by ohmark (edited 08-20-2003).]

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

I just had the following conversation with Marriott Rewards Platinum Service Desk.

“Platinum Services desk, this is XXX how can I help you?”
“Yes, I am a Platinum Member and I am confused about one of your benefits. Can you please explain how the upgrade to best available room works?”
“It is not really best available room. If you check in and the hotel only has three rooms left on the concierge level and they think they will sell those rooms that evening, they do not have to put you on the concierge level, but should find you the best available room else where in the hotel and give you access to the concierge lounge. Likewise, if the Presidential Suite is the only upgraded room available when you check in, the hotel does not have to put you in the suite.”
I then said, “So the upgrade is basically a minimal upgrade to the concierge level if it is available, but not to an upgrade to a suite like some other brands loyalty programs offer.”
“I would not say it’s a minimal upgrade. We ask the our properties to upgrade our Platinum members, but it is up to the individual hotel to determine what the upgraded accommodations are, whether it is a concierge level room, corner room, or what some properties call an executive king. In any case they are not required to upgrade you to a suite. You certainly should not expect an upgrade to a suite at any property, even if the hotel is empty. Some properties will offer an upgrade to a suite as a courtesy, during slow periods or for repeat customers, but there is no requirement for them to do so. ”
I then said, “So the wording in the Platinum Benefits guide that states, ‘we will upgrade you to our best available accommodations…’ is a misleading since in most cases it won’t be a suite, which I would consider best available accommodations and it is up to the individual properties.”
“I wouldn’t say it’s misleading. If you reserved a standard room and when you check in the property puts you in a concierge level room, that would be considered an acceptable upgrade. We are in the process of revising the terms and conditions of our elite programs as we speak and that is one area that is undergoing quite a bit of revision. All I can say is after the new membership guides are revised, the terms of that particular benefit will be clarified to avoid any confusion among our elite members and our properties.”

So there you have it. Directly from the Platinum Services Desk, best available accomodations do not include suites. As stated before, this will definitely impact where I stay in the future.

Socrates -

I see your confusion and feel sorry for you. I do not know what position/dept you are in, but I think it's a great idea to recommend the company to be a Marriott Lurker yourself or nominate someone to be in that position...?

If, by any chance, Marriott decided not to include suite upgrade as part of platinum benefits officially, they need to communicate in professional manner as quickly as possible.

For example, Hyatt does not include suite upgrade in their Gold Passport Diamond member benefits - even though I sometimes receive. http://www.flyertalk.com/forum/wink.gif Members are happy because the Ts & Cs clearly say they will only guarantee you Regency Club upgrade/or access (or continental breakfast if the lounge is closed).

But if Marriott does not include suite upgrade in the platinum benefits, I wonder how MR Platinum members would consider the value and the status eligibility requirements - 75 nights a year?

Being a top elite status with three major hotel chains (Marriott, Starwood, and Hyatt) myself, I have to say Marriott's elite eligibility is the toughest and the benefits are the lowest. My SPG's suite upgrade ratio is like 90%, and Hyatt's Regency Clubs offer way better food and drinks than Marriott's Concierge Lounge.

Starwood's suite upgrade included $5000 a night presidential suite in Japan, 2-level library suite in Europe, top-floor ocean front suite in Hawaii, etc, etc. They only require 50 nights (or 25 stays) a year.

I would strongly encourage Marriott management to do something asap, before they lose majority of the elite members to other chains.

I've carefully kept off lots o' topics about upgrades, but sbrower's got Cred for this topic:

Right now I think we've kept the Upgrades of Yesteryear too long in our minds... the last suite we saw was in 2000, I think...

Concierge Floor is a big whoop, and sometimes we have to ask for that...

Don't get me started about Courtyards, the sorriest pieces of non-performance extant.

-- GG feeling Sour tonight.



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I am terribly disappointed. I thought that earlier messages here said that new training was happening, right now, to reenforce that "best accomodations" should include suites. Now we are hearing that it does not.

This is one area where I think Marriott (my favorite program, partly for historical reasons) is really falling down. 75 nights a year is, to my knowledge, the highest number of nights required by any loyalty program, by *far*. And I remember (yes, we are talking history) when the "awards" said, right on them, that they could be used for suites if available at time of reservation.

Now, they are saying that suites aren't even available as a benefit. That is really bad.

Well, I guess this states it. Socrates, thanks for all your help. I am off to see if SPG or Hilton will match my status in time to move my reservation for a week in New York. As many have said, we need to vote with our $$, and move to the chains that appreciate their Platinum guests.

Maybe things are getting better......... In the past 2 weeks, 2 out of the 3 times I've checked into a Courtyard (all were located in the Detroit Metro Area) I was upgraded to a Suite without asking.

Ok, I'm a lowly silver so I don't expect upgrades at all - much less to suites. I just go for points; Hilton is my other chain.

I do think 1) Marriott has the toughest requirements for their highest level - especially compared to their competition; 2) because of that they should do a lot more for their highest level.

I actually understand their saying if you ordered a normal room & got 'upgraded' to a concierge/exec level room, that fits the best available requirement they list. Is it enough for highest level - perhaps/probably not.

But I was on another hotel forum recently (Hilton - it's late, i'm tired; think it's Hilton - do a search) & they're dealing w/ the same issue. While it's 'promised/kindof' to get upgrades, nowhere does it state it's an absolute on suites. So while I think Marriott should do more, guaranteed upgrade or regular upgrade, are they really behind the competition? Sounds like a lot of the upgrades are hotel specific rather than chain specific, which is a legit complaint, regardless of what chain you're involved w.

PS - after staying on points & upgrading for years on end to exec room (at extra charge even on 'free' award) at the Grosvenor Square Marriott in London, whilst I got a
good room, I'm pissed that I was never told that there was an exec lounge to which I had access. Part of that is my fault for not knowing/assuming/checking into that/part of it is their fault for not telling me when I checked in. I just figured it out this year.

edited to add: pinniped, if you're in the states, call hilton 800# before you check out & pretend you're checking in that night. if there's availability, then tell them to take a hike when they try to tell you at the hotel they can't extend the checkout time because there are no rooms available. http://www.flyertalk.com/forum/smile.gif
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Sharon

[This message has been edited by SkiAdcock (edited 08-21-2003).]

I'm not sure that ends it, as you indicate. From your posting, it sounds like you spoke to one of the phone reps, not a manager. Maybe what she/he told you is corporate policy, maybe not. The reason I say this is because it would not be the first time a telephone rep would be misinformed (or even a supervisor), and second because I am incredulous at the responses. What does she/he mean "it isn't really best available room." Why isn't it? Isn't that what the program calls for (at least for platinums)? Is Marriott not a trustworthy corporate citizen? Is Marriott really in the business of being less than truthful to its best customers? For these reasons, and because I cannot make myself believe that Marriott would deceive its best customers, I continue to believe that Marriott will live up to its word, no matter what a telephone representative said, unless Marriott officially announces otherwise. At that point I would reconsider my business committment to Marriott, and consider Starwood's offer to comp me status. I'm hopeful, as Socrates has frequently indicated, that Marriott will educate its properties and phone reps, including elite phone reps as to what the upgrade benefit means. To me, this involves signifcantly more than whether or not I receive a particular upgrade; its a matter of whether Marriott deserves my trust and business.

[This message has been edited by ohmark (edited 08-22-2003).]

Just an observation. One cannot really compare a Marriott and Hilton Property apples to apples.(avg.Marriott $139/night - Hilton $179/night)

At those average rates, one should expect a greater ROI out of the HH rewards program.

IMHO...

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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).]