Lots of bad experiences with upgrade availability
Dec 11, 2007 | 8:50 am
#16
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Trith is the groups that own many Hotels in any number of cities do so sometimes under different names , so that wont help. Either I simply call an dask or there is usually a plague up by the front desk that says the name of the Corp that owns the Hotel.
Its not always easy and to prove it Starwoods owns Hiltons, Marriotts, Super8 etc etc, and some SPG Hotels also. But I was talking about in the same City where alot of the time 1 group will own more then 1 Hotel within the same group. Or as in SAV the Homewood Suites, Fairfield Inn and Residense Inn MidTown are next to each other and owned by the same people
Its not always easy and to prove it Starwoods owns Hiltons, Marriotts, Super8 etc etc, and some SPG Hotels also. But I was talking about in the same City where alot of the time 1 group will own more then 1 Hotel within the same group. Or as in SAV the Homewood Suites, Fairfield Inn and Residense Inn MidTown are next to each other and owned by the same people
Dec 11, 2007 | 9:02 am
#17
Suspended
Join Date: Nov 1999
Posts: 24,150
I can assure you Starwood, Hilton & Marriott do not own each others hotels (infact MI sued Wyndham years ago when Patriot American bought Wyndham and took their name-no one wants a competitor running their hotel) but what I believe you are referring to is operators - some operators are also owners but some are not
I remember reading where William ( SPG Lurker) even said that Starwood owned different Hotels in different chains. I didnt say SPG did , SPG is the pts program. 1 example is a Clarion Hotel in SFO, someone saw something to that extent and posted about it, William came back and said that the Hotel will Not be joining SPG, but was owned by Starwoods, and it was 1 of many Hotels that were not a part of SPG but owned by Starwoods.
Dec 11, 2007 | 9:39 am
#18
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Join Date: May 2002
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OP, I'm still a bit unclear on the circumstances.
You, as a PLT status member, were not upgraded to a Concierge level floor because that room might, at some point in the next several days, be sold to a walk-in customer? That room is unreserved and open as of right now, when you are checking in? And you didn't get some other sort of "upgrade"?
That seems to be a very clear denial of the clearly-stated benefits of the MR program. I would indeed chat with the GM and contact the MR program about a property not adhering to the T&C of the program.
In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
You, as a PLT status member, were not upgraded to a Concierge level floor because that room might, at some point in the next several days, be sold to a walk-in customer? That room is unreserved and open as of right now, when you are checking in? And you didn't get some other sort of "upgrade"?
That seems to be a very clear denial of the clearly-stated benefits of the MR program. I would indeed chat with the GM and contact the MR program about a property not adhering to the T&C of the program.
In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
Dec 11, 2007 | 9:43 am
#19
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About Host Marriott
Host Marriott is a Fortune 500 lodging real estate company that currently owns or holds controlling interests in 107 upper upscale and luxury hotel properties primarily operated under premium brands, such as Marriott(R), Ritz- Carlton(R), Hyatt(R), Four Seasons(R), Fairmont(R), Hilton(R) and Westin(R) (*). For further information, please visit the Company's website at http://www.hostmarriott.com/.
Host Marriott <> Marriott. It was original spun-off from Marriott Corporation in 1993. It has since been renamed "Host Hotels" in 2006.
Dec 11, 2007 | 9:44 am
#20
Join Date: Dec 2003
Location: Pasadena,Ca.,US.
Programs: AA, Delta, United, SPG plat, Hyatt dia
Posts: 7,140
Grrrr... I had a very similar thing happen last week, and I really wasn't even chasing an upgrade.
I walk into the Renaissance Seattle - a place I've stayed frequently. Two guys checking in in front of me. I overhear one of them telling the clerk that he's Gold, but can't find his Marriott card. He asks for an upgrade. She believed him about simply not having the card - and frankly, I don't have any reason to not believe him - so the clerk assigns him room 1910. Clerks don't usually say the room number out loud, but in this case the guest did...asking if it was a corner room. Yes, it is a corner room.
At this hotel, there are two desirable corners on each floor: xx01 and xx10. The rooms between them (xx02 to xx09) are the most desirable "regular" rooms.
So he walks away, and I walk up to the same clerk. I'm a repeat guest, Platinum number in the reservation, booked the room a week earlier, I just assume that I already have a room that is better than 1910, otherwise she wouldn't have had that room to reassign to a Gold at check-in. But when she hands me the key, it's to 520-something.
Now ordinarily, I don't b*tch a lot about room assignment - especially if it's just me traveling alone to a normal business hotel. But fifth floor, not in the 00-10 range are the absolute worst rooms in the building. Lowest floor, facing an Interstate. If a nonstatus guest Pricelined this hotel, this would be their room assignment.
So having just seen a Gold walk away with 1910, I'm a little cheesed off. The clerk refuses to move me, saying "the hotel is sold out". When I pointed out Mr. 1910, she explained that was the last corner room in the hotel. When I asked how Plats were getting preassigned to the most undesirable rooms in the hotel, and others were able to walk in and ask for better rooms, she had no answer. I make it clear - I don't necessary need a corner, but I would like high floor away from the highway.
So finally a manager comes over and says "I'll get you a corner room." He hands me keys to 1209. In my mind I'm thinking "This isn't a corner room...", but maybe I'm wrong? Maybe the 09's are corners as well... So I go to the room, sure enough it isn't a corner, now I'm really mad. I was flat-out lied to, twice. So I call back downstairs and end up getting a different clerk - one who knows me from prior stays. She apologizes and says "How about 2110? That's available. I'll send someone up with the keys right away."
So I ended up in 2110, a nice corner room, but I felt like I had to be a jerk to get it. If they had just offered me 1209 to begin with, I probably wouldn't have said anything. But the fact that they were playing games really bothered me. Not so much because of my Marriott Rewards status, but because I've been in this hotel about 30 times. I can tell by the availability of my corporate rates whether the hotel is nearly sold out or not. (Ummm, December in Seattle...) I know which rooms suck and which ones don't. It was insulting...
I walk into the Renaissance Seattle - a place I've stayed frequently. Two guys checking in in front of me. I overhear one of them telling the clerk that he's Gold, but can't find his Marriott card. He asks for an upgrade. She believed him about simply not having the card - and frankly, I don't have any reason to not believe him - so the clerk assigns him room 1910. Clerks don't usually say the room number out loud, but in this case the guest did...asking if it was a corner room. Yes, it is a corner room.
At this hotel, there are two desirable corners on each floor: xx01 and xx10. The rooms between them (xx02 to xx09) are the most desirable "regular" rooms.
So he walks away, and I walk up to the same clerk. I'm a repeat guest, Platinum number in the reservation, booked the room a week earlier, I just assume that I already have a room that is better than 1910, otherwise she wouldn't have had that room to reassign to a Gold at check-in. But when she hands me the key, it's to 520-something.
Now ordinarily, I don't b*tch a lot about room assignment - especially if it's just me traveling alone to a normal business hotel. But fifth floor, not in the 00-10 range are the absolute worst rooms in the building. Lowest floor, facing an Interstate. If a nonstatus guest Pricelined this hotel, this would be their room assignment.
So having just seen a Gold walk away with 1910, I'm a little cheesed off. The clerk refuses to move me, saying "the hotel is sold out". When I pointed out Mr. 1910, she explained that was the last corner room in the hotel. When I asked how Plats were getting preassigned to the most undesirable rooms in the hotel, and others were able to walk in and ask for better rooms, she had no answer. I make it clear - I don't necessary need a corner, but I would like high floor away from the highway.
So finally a manager comes over and says "I'll get you a corner room." He hands me keys to 1209. In my mind I'm thinking "This isn't a corner room...", but maybe I'm wrong? Maybe the 09's are corners as well... So I go to the room, sure enough it isn't a corner, now I'm really mad. I was flat-out lied to, twice. So I call back downstairs and end up getting a different clerk - one who knows me from prior stays. She apologizes and says "How about 2110? That's available. I'll send someone up with the keys right away."
So I ended up in 2110, a nice corner room, but I felt like I had to be a jerk to get it. If they had just offered me 1209 to begin with, I probably wouldn't have said anything. But the fact that they were playing games really bothered me. Not so much because of my Marriott Rewards status, but because I've been in this hotel about 30 times. I can tell by the availability of my corporate rates whether the hotel is nearly sold out or not. (Ummm, December in Seattle...) I know which rooms suck and which ones don't. It was insulting...
Shame on you Marriott-clean up your act.
Last edited by bigguyinpasadena; Dec 11, 2007 at 9:58 am
Dec 11, 2007 | 9:51 am
#21
Join Date: Dec 2003
Location: Pasadena,Ca.,US.
Programs: AA, Delta, United, SPG plat, Hyatt dia
Posts: 7,140
OP, I'm still a bit unclear on the circumstances.
You, as a PLT status member, were not upgraded to a Concierge level floor because that room might, at some point in the next several days, be sold to a walk-in customer? That room is unreserved and open as of right now, when you are checking in? And you didn't get some other sort of "upgrade"?
That seems to be a very clear denial of the clearly-stated benefits of the MR program. I would indeed chat with the GM and contact the MR program about a property not adhering to the T&C of the program.
In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
You, as a PLT status member, were not upgraded to a Concierge level floor because that room might, at some point in the next several days, be sold to a walk-in customer? That room is unreserved and open as of right now, when you are checking in? And you didn't get some other sort of "upgrade"?
That seems to be a very clear denial of the clearly-stated benefits of the MR program. I would indeed chat with the GM and contact the MR program about a property not adhering to the T&C of the program.
In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
This needs to be addressed by the highest level of Marriott management.
Do you really value Marriott Rewards Elite Guests or not?If not then just tell us so so we can move our buisness to a chain that wants our buisness and treats Elites with the respect they deserve.
Dec 11, 2007 | 10:34 am
#22
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,108
I've said it before and I'll say it again.
Until real time, hotel equivalent of airline "seat maps" are available to guests, FD Agents & Management can lie all they want about what they have and what they don't or are unwilling to give away. They have no way of being caught in the lie except for you getting up at 5 AM and noting where the newspapers are!
I don't know what it is, but a huge percentage just don't want to be cooperative and accommodative beyond what has been pre-blocked before you arrive.
And I'm not just referring to Suite and CL upgrades, often its simple requests like away from elevators, down the hall away from neighbors, away from the parking lot, etc. in obvious dead weeks (like I made before going PLT).
I'm always convenienced that the Standard Operating Procedure is to pre-block people together serially and it becomes a FD effort to undo that now matter what your status or requests. After all, it makes it easier for housekeeping.
Just my experience, certainly not all locations nor limited to Marriott.
Two weeks ago, I was denied a 2hr late checkout at a RI on the Sunday after Thanksgiving. I was hoping that my 2 boys could shower after their hockey game before a 5 hour car ride home. "A large group" was coming in that night the FD Agents were trained to say.
Sure, someone is having a large meeting that requires travel on the 2nd busiest night of the year??? In reality, the hotel wanted its housekeepers to finish up and go home ASAP.
Again, its much easier to lie when you can't easily be caught!
Until real time, hotel equivalent of airline "seat maps" are available to guests, FD Agents & Management can lie all they want about what they have and what they don't or are unwilling to give away. They have no way of being caught in the lie except for you getting up at 5 AM and noting where the newspapers are!
I don't know what it is, but a huge percentage just don't want to be cooperative and accommodative beyond what has been pre-blocked before you arrive.
And I'm not just referring to Suite and CL upgrades, often its simple requests like away from elevators, down the hall away from neighbors, away from the parking lot, etc. in obvious dead weeks (like I made before going PLT).
I'm always convenienced that the Standard Operating Procedure is to pre-block people together serially and it becomes a FD effort to undo that now matter what your status or requests. After all, it makes it easier for housekeeping.
Just my experience, certainly not all locations nor limited to Marriott.
Two weeks ago, I was denied a 2hr late checkout at a RI on the Sunday after Thanksgiving. I was hoping that my 2 boys could shower after their hockey game before a 5 hour car ride home. "A large group" was coming in that night the FD Agents were trained to say.
Sure, someone is having a large meeting that requires travel on the 2nd busiest night of the year??? In reality, the hotel wanted its housekeepers to finish up and go home ASAP.
Again, its much easier to lie when you can't easily be caught!
Dec 11, 2007 | 10:36 am
#23
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I remember reading where William ( SPG Lurker) even said that Starwood owned different Hotels in different chains. I didnt say SPG did , SPG is the pts program. 1 example is a Clarion Hotel in SFO, someone saw something to that extent and posted about it, William came back and said that the Hotel will Not be joining SPG, but was owned by Starwoods, and it was 1 of many Hotels that were not a part of SPG but owned by Starwoods.
Dec 11, 2007 | 10:39 am
#24
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Correct, Host Hotels is a REIT which was formerly known as Marriott Corporation, one of MC's spunoffs was Marriott International, Inc. however the companies are completely seperate today (and have been since 1993-note: Bill's brother Richard is non executive Chairman of Host and was on MI's board and Bill was on HM's board - both resigned their seats on the others boards 5 or 6 years ago)
Dec 11, 2007 | 10:48 am
#25
Join Date: May 2004
Posts: 915
Difficult -yes; impossible (in the absence of a sign or wall plaque) - not always.
I've noticed during check-in (or at other times I"ve stopped by for various and sundry reasons), sometimes, on the front I'll see a manager's (FD manager or FD assistant manager) which contain their email addresses. If the domain name is other than marriott there's a possibility that it's the franchisee's (if they manage the properties they own.)
That's how I found out the Columbia Sussex URL I posted earlier and that they own a Marriott-flagged property I've stayed at many times.
I've noticed during check-in (or at other times I"ve stopped by for various and sundry reasons), sometimes, on the front I'll see a manager's (FD manager or FD assistant manager) which contain their email addresses. If the domain name is other than marriott there's a possibility that it's the franchisee's (if they manage the properties they own.)
That's how I found out the Columbia Sussex URL I posted earlier and that they own a Marriott-flagged property I've stayed at many times.
Dec 11, 2007 | 10:52 am
#26
Original Poster
Join Date: Dec 2004
Programs: United 1K, MR Plat, SPG Plat
Posts: 804
OP, I'm still a bit unclear on the circumstances.
... In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
... In your post, you state "I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available".
Nowhere that I'm aware does the program entitle you to upgrade our project team, friends, family, guy you met in the lobby, etc. Are all 4 of your co-workers GLD or PLT-level MR members too?
I you "needed" rooms for all 5 - as in "I demand you give me 5 upgraded rooms for my team", then you are asking for something to which you are not entitled, IMO.
What made me angry is that there was no effort by this hotel to upgrade a platimun. I could care less about the concierge level, the rooms are no different (just add a robe, mouthwash, cotton balls and two bottles of water). Its the principle! When the hotel is not sold out and concierge level rooms are available, I should be offered one of those rooms or something better. I should not be lied to and have to beg and fight to get a benefit I am entitled because of my loyalty to Marriott.
RIP...
Dec 11, 2007 | 11:19 am
#27
Suspended
Join Date: Nov 1999
Posts: 24,150
What made me angry is that there was no effort by this hotel to upgrade a platimun. I could care less about the concierge level, the rooms are no different (just add a robe, mouthwash, cotton balls and two bottles of water). Its the principle! When the hotel is not sold out and concierge level rooms are available, I should be offered one of those rooms or something better. I should not be lied to and have to beg and fight to get a benefit I am entitled because of my loyalty to Marriott.
RIP...
I will admitt a couple of times I was told there were rooms by the res people as I was gonna do a walk-in res, I was gonna arrive after Cancelation time and was driving and was still a few hrs away, in case I decided I need to stop driving I didnt want to pay for 2 Hotels and sleep in 1.
Well I called up 1/2 hr before getting there to be told what I was before. Great, I go up to the FD , present my CC and Elite card and ask for a room only to be told they are Sold-out. I said that cant be true I want a room you have rooms available. Long story short I called back the 800# and had them book it for me as they had all sorts of rooms available.
I went back to the FD and again presented my CC and ID and was told "I told you we are Sold-out", I said I have a res heres the #, they checked and didnt see it, I got them to call the 800# and they confirmed I indeed just made a res. The end of it I was Walked, seems the Hotels computer for whatever reason wasnt talking to the res computer so the res computer didnt know that in fact they were sold-out.
although that could be the case with the OP I doubt it very highly. Just wanted to say not every time is the res computers up to date with what the Reality is at a Hotel.
Dec 11, 2007 | 11:37 am
#28
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
I also really hate this- unfortunately it seems rather uniform across MR,SPG, and HH... not that fun
Dec 11, 2007 | 11:40 am
#29
Ambassador: World of Hyatt
Join Date: Apr 2000
Location: San Diego,CA
Posts: 11,180
I called the Marriott general 800 number and asked if they had rooms available starting Dec 10 for 4 nights for myself and four co-workers (5 rooms total). I did not identify myself as a MR Platinum or ask for upgrades, just said I was there on business looking for rooms. I was told 5 rooms were available for four nights at the corporate of $159 or on the concierge level for four nights at $179 per night. I asked the reservationist if she was seeing the same information the hotel had, because I did not want any problems once we arrive at the hotel only to find the rooms are not available. She said she has "real time room availability information, so there won't be any problem."
What made me angry is that there was no effort by this hotel to upgrade a platimun. I could care less about the concierge level, the rooms are no different (just add a robe, mouthwash, cotton balls and two bottles of water). Its the principle! When the hotel is not sold out and concierge level rooms are available, I should be offered one of those rooms or something better. I should not be lied to and have to beg and fight to get a benefit I am entitled because of my loyalty to Marriott.
RIP...
What made me angry is that there was no effort by this hotel to upgrade a platimun. I could care less about the concierge level, the rooms are no different (just add a robe, mouthwash, cotton balls and two bottles of water). Its the principle! When the hotel is not sold out and concierge level rooms are available, I should be offered one of those rooms or something better. I should not be lied to and have to beg and fight to get a benefit I am entitled because of my loyalty to Marriott.
RIP...
All hotel companies have cooperating compliant properties and some where management is hostile toward elite members and not cooperative. There are a multitude of reasons at work here.
But frequently I hear how much some hate supporting the costs of these programs.
Its a bad frame of mind to begin with.
Especially as they would be out of business without the program.
Some of these folks are frequntlty operational and do not understand the power of loyalty or satisfied guests.They see these guests as a guarantee of a revenue stream.And they see no need or importance in taking care of the customer.
Usually the same culture transcends in the behavior of those working at the property too.
My question to you is why stay with the hotel or the brand if poor recognition outweighs the good on average?Unless it is clearly isolated incidents which I also can experience in any given brand.
I don’t know of a perfect program without bumps but I do know that statistically I have seen greater performance and consistency at most brands but Marriott over the years where I once was Platinum. They have too many members IMO and widely high criteria to reach the top tier to get very little in return.
My worst encounters were with Marriot Rewards where surprisingly the guest pays for the call to speak with the contact center with very inflexible agents that lack empowerment more then any other program I have particpated in
Hopefully they have an 800 number by now
The best part of my Marriott experience was with the brand and guest assurance
I had fair trust if something went wrong with my stay the company would step in if the hotel didn’t.
I have found far greater consistency in elite recognition
In the following programs.
• InterContinental Royal Ambassador/Priority club (Outstanding)
• SPG (Above average)
• Hilton (Above average) (sometimes they need a nudge but usually come through)
• Hyatt (Above average)
Dec 11, 2007 | 1:28 pm
#30
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,285
Marriott really needs to reign in some properties especially the franchise ones 
Of all the frequent guest programs I belong to, Marriott has to be the worst in the way they treat their Elites. If you have a better room available do the right thing and reward your most loyal guests.
Of all the frequent guest programs I belong to, Marriott has to be the worst in the way they treat their Elites. If you have a better room available do the right thing and reward your most loyal guests.