It is my father’s 60th birthday and my husband and I are taking him to Victoria, B.C. Canada for the Memorial Day weekend. I booked a room for one night at the Marriott in Victoria and then called them to request an upgrade. As there are three of us, I asked him if he could upgrade us to a suite so there was more room. The person I spoke with checked with a manager and then came back to tell me they could give me a suite if I paid $150 more. My current room rate is $150, so they are basically asking me to pay $300 for a suite.


Have others been in this situation? Is it common practice to charge for an upgrade to a suite? I would have thought given the special occasion, the fact that it is just an one night stay and my Platinum status, that the hotel should have been able to process an upgrade without fees. If this is common practice then I will shut up and pay the difference If this is unusual, then any ideas on how to resolve this will be much appreciated.

Thanks

As a Platinum, that has never happened to me. Then again, in the last 3 years as Platinum I have received 2 upgrades to a suite. When I check in I ask for a corner room which tend to be bigger than the average.

Personally, I would not pay $150 for a suite upgrade. But if you feel that you really need the extra space then you will have to consider it. Have you checked to see the rate of a suite booked on marriott.com compared to the $300 offered by the hotel?

You might want to call The Platinum Service desk and ask if they could contact the hotel to try it's best for a larger room. Even if they document the REZ that might help when you check-in.

That should be a busy weekend, arrive early and hope for the best. Good Luck

In general, I have never been charged for a suite upgrade. But with that said, a suite upgrade is no longer an "official" benefit of gold/plat elite status. So the hotel is under no obligation to give you one. Or they could charge you for the upgrade, either full charge or possibly a reduced charge.

It looks like in this case you will have to decide whether it is worth the extra money to have the upgrade or not. If the suite will make the stay more memorable, I would think that $150 would not be too much to ask. But only you and your spouse can truly make that call.

Whether you decide to take the suite upgrade or not, please let us know how the stay goes. I love the Victoria area, but have not travelled there since Marriott has opened there. And I would be very interested to hear your thoughts on the hotel.

It is my understanding that the Platinum upgrade applies only to availability at the time of check-in (Or at the hotel's discretion based on availability when they assign rooms.) As a platinum, I've been surprised by the number of upgrades I've received and I've not asked for one of them. I did try to request an upgrade once on a five-day Courtyard MR rewards stay in St. Louis a few years ago and was told I would have to pay the difference.

This is just pure speculation, but I think I'm upgraded more often when there is a lot of hotel traffic, and they believe it would be easier to sell a standard room than a suite to a last minute reservation. But I'm not complaining. I've been upgraded more often for a 1-2 night stay than I have been for longer stays.

Thanks everyone. I think I am not going to pay the difference for the suite. I called the Platinum desk and asked them to put a note in my reservation that this was a special occasion. I will keep my fingers crossed Hopefully they will have us upgraded when we get there.

I will have a trip report when I come back. It is my first time to Victoria and I hear it is pretty nice as well

thanks everyone

Glad you took my suggestion and had them remark your REZ. When you check-in ask for an upgrade to a larger room as noted on your REZ. I find that gives your request credibility. It can't hurt

I know you will LOVE Victoria. It is absolutely beautiful. Have a great trip and congrats to your dad.

So the Gokul Jewett family is now back from its three day weekend in Vancouver and Victoria! Overall great trip. Here is the trip report on the Victoria Marriott

As everyone here knows, this trip was a special birthday trip for my dad and I had let the Manager at the Victoria Marriott know in advance and also requested REZ for an upgrade, preferably a room with a water view.

When we checked in, I asked for the Manager. She told me that she was not able to give me a suite, but did have a room with a view on the 16th floor - concierge floor. When I went upto the room, I discovered that first it faced a parking lot, not the water and second, the room was very small. It had two double beds and barely enough space for two chairs and a desk. We kept bumping our knees into the table I do want to mention that the room furnishings and the bathroom were all clean and looked new. It was also surprising that the usual platinum touches (water, fruit, a card from the manager, etc) were absent.

At this point, I was a little annoyed. I called the manager and told her this was worse than regular and given that this was a special trip, much below expectations. She was very nice, but kept saying this was the best they could do and all their rooms were same size or smaller. She finally offered to show me some other rooms including a suite. The suite on the 12th floor was much nicer and even though they would not put a roll away in there for fire hazard reasons I took it for the extra space.

I am really surprised she waited until I requested her a third time to even mention the suite. They were probably waiting to sell the suite for a higher price instead of giving it away as an upgrade.

Well, the suite was great - cool plasma T.Vs, updated bathrooms and a great view of the Parliment building and the Fairmont Empress.

Finally, the concierge lounge is on the 16th floor. Staff is okay, efficiency varies. Food was good, but in limited quantities and not refilled after a while. This was also the first place where they did NOT have wine for free at cocktail hour. I was really surprised - Most Marriotts outside the U.S offer atleast wine complimentary during cocktail hour.

Overall, here is the takeaway:

1. Great location and views. Victoria overall is a nice little town for a couple of days.
2. Good lounge, hotel scrimps on food and drinks
3. Rooms are new and updated, but small
4. Do not go here for the service - it was like pulling teeth to get things done

Thanks again for all your suggestions

Harini

Glad you posted your review. So I was not clear on something? Did they give you the suite at no extra cost? If they did that was very nice indeed of them. ^ As you are aware suites are NOT part of the upgrade program with MR. (Although, I think that is an area where the MR program needs improvement)

Regarding the wine... I think most Marriott properties outside North America the lounge includes complimentary wine. I have not come across any in USA or Canada lately that do. But then again I don't drink so maybe I just didn't notice

It just goes to show you that asking for an upgrade (even more once) pays off! GOOD FOR YOU!! ^

I have stayed 88 days so far this year and every property I have stayed at on the Concierge level has had water in every room available standard located right next to the ice bucket. I rarely have a note unless it is the standard Concierge letter from the GM like they have at the DFW South Marriott, but that has nothing to do with being Plat. And I have never had fruit waiting for me except at the Vail Marriott, where the concierge personally had a fruit basket delivered to my room (I stay there 2-5 weeks a year). Also if they change you from your assigned room, to a new room at check-in, then any Platinum treats will not be in your newly assigned room when you go upstairs. BTW, the Platinum treat I get on a regular basis at FS Marriott hotels (but nor Rens) is the better chocolates (truffles) on my pillow when I check-in. Were there Chocolates on your pillow in your originally assigned room?

As stated by the other poster MR elite upgrades do not include suites, so they were very generous to accommodate you in this manner above and beyond what they were obliged to do. The Vail Marriott will upgrade me to a suite for $$ also, but will not provide one as a free upgrade when requested. I did get upgraded to a suite once there, but it was not on request.

Sounds like their lounge was pretty standard, with standard food and drink. As also mentioned, NA properties do not include free alcohol.

Regarding your post quoted below:

What problems did you have with service as no specific incidents were mentioned in your post?

I think the service issue she mentioned was when the manager told her at check-in that, while a suite was not available (and then suddenly did became available), that she had upgraded her to a room w/ a view - of the parking lot & a small room at that. Not everyone considers the parking lot a view

Since the OP had mentioned both in the reservation and at check-in that this weekend was a special event, getting a small regular room (after having her expectations raised by the manager at check-in re: room w/ a view) was a let-down as the OP mentioned in her post. Hence, the call-back to the manager.

Was she guaranteed a suite - no, that's not Marriott's policy. But given she was told one wasn't available & then it was, her guess that they were holding it back for revenue purposes was probably accurate. OP didn't mention if the other rooms she was shown besides the suite were acceptable/better than what she had originally been assigned, or whether she was charged for the suite (or the manager just gave in at that point).

Free booze at international Marriotts varies. Toronto Marriott City Centre has an honor bar. Grosvenor House in London doesn't charge. Marriott Park Lane in London does. Amsterdam Marriott doesn't.

Cheers.

Edited to add: Back to the OP's original question...is it normal for Marriott to charge for upgrade to suite? That varies by property. Since suites are not guaranteed, it can be the luck of the draw on whether you get one. Some do charge if you want to guarantee one.

[QUOTE=SkiAdcock]I think the service issue she mentioned was when the manager told her at check-in that, while a suite was not available (and then suddenly did became available), that she had upgraded her to a room w/ a view - of the parking lot & a small room at that. Not everyone considers the parking lot a view

Since the OP had mentioned both in the reservation and at check-in that this weekend was a special event, getting a small regular room (after having her expectations raised by the manager at check-in re: room w/ a view) was a let-down as the OP mentioned in her post. Hence, the call-back to the manager.

Was she guaranteed a suite - no, that's not Marriott's policy. But given she was told one wasn't available & then it was, her guess that they were holding it back for revenue purposes was probably accurate. OP didn't mention if the other rooms she was shown besides the suite were acceptable/better than what she had originally been assigned, or whether she was charged for the suite (or the manager just gave in at that point).

Free booze at international Marriotts varies. Toronto Marriott City Centre has an honor bar. Grosvenor House in London doesn't charge. Marriott Park Lane in London does. Amsterdam Marriott doesn't.
Cheers.

Thanks, that sums it up exactly right - it is all about managing expectations. It was odd how when I first called they offered to sell me a suite, but then if I did not want to pay, the suites were all sold out

I have never asked for upgrades in the 5+ years I have been Platinum and so the first time I asked I was hoping Marriott would proactively recognise the special occassion. Pipe dreams, I guess Regardless, all is well that ends well.

Hi Sharon,

Actually she was told at check in the they were not able to give her as suite, which is not quite the same as there are no suites available. My guess is that this Marriott property, like many, follows the rule and does not upgrade elites to suites, and by saying that they were not able to upgrade her to a suite makes sense in this regard.

While this is disappointing, it is not bad service IMO.

OT - Sharon, I am going to send you a PM in a couple minutes Re: Vail and this past ski season.

I've stayed in this property for at least 1 night a week for the last 18 or so months, so I have a couple of comments to add.

1. The rooms at this property are all very similar in size and decor (except for the suites, of course). I certainly would not call them "very small". They are pretty typical of any Marriott I have stayed in worldwide.

2. No free booze in the lounge. Prices are reasonable, however ie. $5.25 for a Heineken. There is always 1 hot food item in the evening along with a selection of fruits and cheeses. Dessert is served in the lounge at 8 or 8:30. Lounge has always been staffed and well stocked in the 50 or so times I have visited it this year. Breakfast is Continental, and served in the lounge.

3. Contrary to harinig's experience, I have always found the service at this property to be excellent. Prompt, very friendly and reliable.

4. I have NEVER been upgraded to a suite, and I stay here a lot (I'm here right now as a matter of fact). If you were given a suite without paying extra, I'd say you did pretty well.

5. Water and fruit are available in the lounge. I receive a card from the manager with every stay. Sometimes they throw in a small box of chocolates or a coupon for a buffett breakfast in the restaurant.

Duplicate

Thanks for the update SurlyJoe. Good to know. Multiple experiences usually give a better overview of a property. And aaupgrade, agree w/ you re: disappointing vs bad service. There is a difference.

For the OP - I agree w/ the others that you lucked out re: the suite. Personally if it was my dad & a big deal such as his 60th birthday, I would have anted up the $150 & found it a worthwhile investment.

Having said that, I note my reservations on special occasions & hope for the best in terms of an upgrade. Truthfully, as long as I get lounge access I don't really care about the rest. It's just an unexpected bennie if I get a slightly larger room.

Cheers.