Suite and Low
 

Here I am, back at the Tysons Corner Marriott. Asked for the best available accomodation. Was told no suites available but was upgraded to the end room. It was a bigger room than the usual king room.

I told the desk manager I logged on to the web site at IAD after I landed and the web site was showing Junior suites were available. He said it not available now. I said I will go to me room and check the Marriott web site again.

Logged in and checked. Sure enough, junior suite was still shown available for the length of my stay. Made a screen print and went down to find the desk manager. He was not there and another guy said he was also a manager and can help me. Repeated everything to him and also shown him the screen print. First he said all the suites are blocked by the hotel and if I would like to pay the suite rate he would then give me the suite.

I had another screen print on my computer showing the part about upgrade to the finest accomodation, whenever we can, at no additional cost. I said if I can see the suite being available on the web, why couldn't I have it. He pointed at the sentence WHENEVER WE CAN and said he can not give me the suite. I asked why. He said the suites are blocked for other Platinum members. I said Am I less of a Platinum member than others. He started to back track and said something about the suite not available for the length of my stay.

At that time the other manager came back. I showed him the screen. He simply said the web site is wrong and he had not updated the site since morning. I asked what happen if someone booked a suite on the web and you have no suite when the customer check in. He said he will have to work something out and downgrade the reservation. I said that was the dumbest thing I ever heard of.

I asked him to make an appointment for me to see Mr. JW Marriott. He said Mr. Marriott may not live in the area. I than asked to speak to someone in charge at the Marriott Headquarters. He said it is in Bethesda but does not know who can see me. I left him my cell phone number and told him I expect to get a call from the hotel manager tomorrow since she had already gone for the day.

Bottom line I did not get the suite. You may ask why I keep coming back. I don't know why either.

Here are my thoughts:

1) I admire you for insisting on your rights as a Platinum member

2) Sounds like the manager(s) were pretty ignorant and keep on making up excuses

3) It is a sad thing that Marriott treats their elite members so badly...

John

The suite upgrade issue is obviously a big one for Platinums (count me in that list). I find it interesting how SPG handles this. In the event that an SPG Platinum doesn't get a suite upgrade, but can purchase one through the reservations number, the reservations person will take the initiative to call the hotel and arrange it.

Another option is to add it to the Platinum guarantee. At least we would then get some cash if they lie to us and we can prove it.

Socrates? Sounds like a plan. http://www.flyertalk.com/forum/ideasmilie.gif

i received a letter from marriott today regarding the letter which i wrote to them about the poor experience at the san diego mission valley marriott.

after the usual apologies, they wrote:

"Marriott's policy is to provide our Gold and Platinum members an upgraded room at check in based upon availability. This benefit applies to room upgrades which means that if you reserved a standard room, the upgrade could include a corner room, better view or concierge level room. An upgrade to a suite is an exception and therefore not required of our hotels."

they did give me 5,000 points as a goodwill gesture, which i assume was in response to the threatening check in agent.

so what you guys think? i guess we've got their double speak in print now anyway.

Based on that admission, I'd say they need to amend the language in their listing of Elite benefits.

They basically lie to us, and then admit as much. Pretty bold, IMO.

I guess this is what they meant (educate hotels).

I have to say - I am glad about my decision not to renew platinum status with MR next year. Too bad, they have to lose 100+ nights from me.

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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,
the letter came from Marriott corporate

Socrates,

Thanks for your reply. Feel free to email me in private.

[This message has been edited by laptop9999 (edited 08-19-2003).]

I would really like to know if this is the official line. If that is the case, then I am off to join so many other Marriott elites at SPG. In my opinion that completely contradicts the language from the web site.

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

[QUOTE]Originally posted by rives21:
after the usual apologies, they wrote:

"Marriott's policy is to provide our Gold and Platinum members an upgraded room at check in based upon availability. This benefit applies to room upgrades which means that if you reserved a standard room, the upgrade could include a corner room, better view or concierge level room. An upgrade to a suite is an exception and therefore not required of our hotels."

I believe this is the Marriott policy. This is the same reply I received when I called the Platinum Desk when the Courtyard @ 37th Street in VA Beach refused to upgrade me to a suite for one night, even though 4 suites were available and I was paying for a suite the other two nights of my stay.

This past week, I stayed at the Seattle Marriott Waterfront and was "upgraded" to a corner room on the concierge level. While this room had a great view, I wanted a suite since I was there with my family for 8 nights. When I asked the front desk manager about moving to a suite accross the hall that had just been vacated by another guest the day after we arrived, I was told, "Sorry, that room is occupied." When I responded, "Really, well the housekeeper informed me they have checked out." He responded, "I would be happy to move you to that room, however there would be a change in your rate!" I then pointed out that I was platinum and would like the best available room and he stated, "Yes, and you have been upgraded from a standard room to a corner room and that is all we are required to do!"

This hotel has only been opened 16 weeks, so it is not a matter of reeducating the staff. They should have been properly educated prior to their opening.

Problems with upgrading is one reason why I have limited my stays at Marriotts this year. If you receive nothing for your loyalty other than a cheap half bottle of wine and a small bowl of nuts or 500 points that you have to fight to get credited, its not worth it!

Socrates, I don't want to pile on, but I think it is extremely important that Marriott officially comment one way or the other as to the above postings, and postings in another thread, which seem to indicate that it is being less than forthright in applying the posted rules of the program. If, in fact, the program rules mean what they say, then Marriott needs to communicate that to us. If they don't, in other words if the "finest available accomodations" means a one-class upgrade and that suites are not included within the program, they need to inform us and change the rules of the program. As I'm sure you agree, it is patently unfair and less than honest to advertise the rules of the program as meaning one thing, but have secret exceptions that permit Marriott corporate and properties to wink at the rules. Even worse, the program designed to promote loyalty among its most frequent customers, will instead drive those customers away out of frustration.

Ohmark has hit the nail on the head. It is very hard for me to understand why Marriott requires us to get 75 nights to qualify for Platinum when other chains require only 50 or 60 nights and then give the suite upgrades. Although other differences in the programs exist, this is really the one that makes the most difference to me. Judging from the numerous postings here, I am not alone.

i agree with the other posters and will be jumping ship to SPG at the end of this year. by the way, i would be happy to post a photocopy of the letter i received from marriott corporate with the text which i transcribed earlier. i don't have a scanner but i don't mind mailing a copy to someone who does have a scanner and website to post the letter for all to see.

My experience - yest and tonight at Marriott Melville, Melville NY (Long Island). When I checked in - I asked about a Suite - it was a quick "nope - sorry none are available". She said well we do have you on the conc floor.

As a plat - I am guar. conc access - putting me on this floor (same rooms as all the rest) is more a convience to me - not a upgrade. Then the broadband doesn't work. Got it to work - checked online - sure enough: Junior Suites avail for $20 more/nt. Called the front desk - and told them about the net - and said: I didn't feel the warm and fuzzy welcome, she dismissed my suite request etc. He apologized and said he would find me another room and send someone up with a key.

Long story a bit shorter - got a new room. The night mgr called and asked about my problems, denied that she didn't have any suites and agreed with me 100% about the importance of Platinum guests etc. Unfortunatly, no suites on the 4th floor (only floor with HS internet). So I passed on the upgrade. She told me if I returned to call her personally to book the room. I asked for her to comp my two nights of internet access - she said absolutly.

So, you may not get an upgrade - but I agree that it always needs to be brought to hotel mgmt attention. If the manager is *the problem* - then you are kind of stuck. But often - the behavior is corrected, and genuine effort is made to satisfy. If you aren't happy with the service, ask for free internet, MR points, a free robe, free movies, etc. Better than invoking the Plat guar. and might make you happier than a "corner room" etc.

But I will say this: I am very disapointed hearing about the service that others are getting at SPG etc. Upgrades to Plat do include suites and should happen 50-75% of the time automatically. If it doesn't - I will go somewhere where 75+ nts a year mean something to me. $1 bottles of water I can get in the lounge - I want more comfort and service. I have another issue with the measly 30% bonus on MR pts for the Platinum level but I will address that in another issue.

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

Sorry if you were there with Family and needed a suite, you should have BOOKED a suite, in no way shape or form would I expect any chain to give up a suite for free for 8 straight nights... this is not Marriotts problem its your over expectations of an award/freq stay program

[quote]<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by OHNO!NOTUAL:

Quote:

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Originally posted by rives21:
This past week, I stayed at the Seattle Marriott Waterfront and was "upgraded" to a corner room on the concierge level. While this room had a great view, I wanted a suite since I was there with my family for 8 nights.

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If the hotel thinks there is an outside chance of making a buck on a suite that you want for an upgrade--they will try to sell it.

There is a superficial hospitality at Marriott, but once they are in the breakroom Platinum, Gold and Silver members are all well-dressed pan handlers to them.

Key point--if you are having a special event and want a suite--you should either buy it or burn some points. Nothing is more embarrasing then vacationing with family and going to the front desk & throwing a fit because you didn't get an upgrade.

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