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Originally Posted by hhoope01
(Post 8948009)
I don't think I have ever left a hotel because I didn't get an upgrade. I came close once to leaving a CY once due to the fact that I had a suite room reserved (note NOT an upgrade, but actually reserved), checked in early, but didn't move my stuff in as the room wasn't cleaned. I came back later that night and the staff 'forgot' that they put me into that room. They gave it away to a Plat member as an upgrade....
Bruce |
I very rarely get upgrades when I am traveling on business, but I have always got an upgrade when on vacation in the Caribbean. This is the only time I can really enjoy it.... so I am happy with those results.
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Originally Posted by bdschobel
(Post 8948346)
I totally agree that upgrades are usually not important enough to justify leaving (and certainly not if traveling alone). The few times I refused to check in had to do with not getting certain things that I had already reserved, as in your situation.
Bruce |
Originally Posted by Dr_Rick_Andrews
(Post 8935710)
Ok, first off, I do very well for myself. I have a PhD in Petroleum Engineering and work for Chevron. I clear over 300K a year...so needless to say I am well set off for what I do and where I am. I have stayed at the Baton Rouge Marriot many a time and have been in similar situations. Just because I make a lot of money does not mean that I have the right to bully people. Neither do you! You take what you can get and be happy with it. Just because someone at your reservation agency did not update their database is no reason to take it out on the Marriot. Do you really think that if they didn't have a room and had to bump someone else who had paid already that they really would? Use your head! Go ahead and stay somewhere else...that just leaves more rooms for my people! Once again, just because we have money, does not give us the right to bully people, and a bully is EXACTLY what you are being, sir!
Sure, we get sucked up to...sure we get treated like royalty sometimes...some may go so far as to get their underwear run under a blowdryer in the morning so they are toasty warm when we put them on. that is nothing more than a perk of wealth and power. We have the right to make as much money as we can, but we DO NOT have the right to abuse privileges afforded to us. That is why they are called "privileges" and not "rights". Furthermore, I am not getting a Ferrarri for Christmas, and you don't see me crying like a 3 year old, so be happy with what you have and stop being such a crybaby just because things didn't go your way. He expects to receive promised perks, determines that the property is lying and follows through on HIS promise to move business elsewhere. In fact, I have more respect for the OP because so many people will threaten and then not do anything. The OP spoke with his budget. Good for him. And none of us could *possibly* care what another FTer makes in a year, but putting that out there sure speaks volumes about your first post. |
early check-in lies
Ok I landed and headed over to a Towne Place Suites, got there at 11am. I asked if an early check-in was possible. And told check-in is at 3pm, I show my Plat card and the GM repeats what he said along with that card wont help you any, I was full last night, maybe at 1pm.
Funny when I checked last night it was showing all room types as being available. I know early check-in is Not a benefit of being Plat. And would have had no problem with being denied if he just would not have lied and said he was full. He was full, but full of it. I went elsewhere and was warmly welcomed, when I asked if I could get a room at noon (it was noon) the guy said why not we werent full last night and that was without knowing I was a Palt. Why cant these people understand that the worst thing they can do is LIE, as with the Upgrades why LIE, Id rather they deny me and be trueful then lie to me. I took a reg room and didnt even ask about an upgrade, as I really wanted the early check-in and hopefully a late check-out tomorrow. |
Because some people feel like they need to be on a power trip all the time! It is so they can exercize the little bit of power that they have. So sad.....
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IMO there are a number of hotel owners and managers that see certain programs as a curse and a blessing.
Marriott probably has more of these folks as they run the biggest program in the world and have so many hotels.The business culture can slip fairly easily. Some of these hotels abhor the costs of these programs. Yet they realize they would be out of business without them. In other words it is a love hate relationship. They don't really understand the power of the loyalty effect of a satisfied customer. What they need is a good refresher course at a good hotel school like Cornell who can show them in numbers how really satisfied customers perform. Sadly what you experienced could be any number of factors. Quite a few revenue managers see Marriott Rewards as a guaranteed revenue stream of program junkies who will stay regardless of recognition. They may be right as some die hard Marriott Rewards members keep on staying and complaining ;) I find what programs produce good to excellent results on average and I stick with them. Of course every now and then you are going to hit the so called we don't care please/ go away wall.......... And there are decisions to be made stay or move on I vote with my wallet where I know I will be satisfied each and very time to the best of my ability |
Very well said. As I said in another post, the Corporate Marketing Arm may promise but the Franchisee doesn't always want to deliver. And there are many obstacles, traps, pitfalls and shades of grey between the promise and delivery that you have to wonder if the whole thing is worth the effort.
And its the unabashed lying that is the worst. Its widespread and material from what I've experienced and read about here. Its just so much easier to say "we're full" than do some juggling and get your late/early checkin-out, upgrade or CL floor request. Not every property and every time but enough that it is significant. And it will continue until real time inventories are available to the customer so they can be caught in lies if they choose to do so. After all, we have no idea what the rooms look like behind closed doors and in the computer system. |
Originally Posted by bigguyinpasadena
(Post 8875270)
SO WHAT ARE YOU GOING TO DO ABOUT IT????
Folks=Marriott International does not give a damn about you-their most important guests.This has been proven time and again. If they cared they would not let things like the OP's problem occur-they would get involved and act as an advocate for the guest. Vote with your wallet.And make sure to let Marriott know why they are losing your buisness. Hey bigguy why do you have so much hatred for Marriott? its not really that healthy to obsess over something so much. ex Chimps, Liars, and what ever else you call them |
If I was a Platinum MR member and I felt I was being treated poorly by a hotel or group of hotels that I frequent I would get on the phone with their guest relations department first if I failed with the hotel directly and or management. If that didn't solve my concerns I would go straight to the top at corporate where IMO they would listen.
Or they typically might refer the call to someone who would listen. If that didn't work I would tell you I would be out the door for good taking my business elsewhere.75 nights is a huge accomplishment. Nor is anyone owed anything more then what the program reasonably promises. However if they don’t value your business many of the other programs clearly will. Even if it isn't a perfect world in any of them. All have their strengths and weaknesses.Each guest is the ultimate decision maker in the end for their own needs |
Originally Posted by camaro28z
(Post 8963995)
Hey bigguy
why do you have so much hatred for Marriott? its not really that healthy to obsess over something so much. ex Chimps, Liars, and what ever else you call them Read through this entire thread Camaro28z and you will see that I am not the only Marriott elite that is having less than warm fuzzy feelings about the way Marriott Int. and Marriott Rewards are being run the last few years. My motives have been stated before,happy scrolling. By the way=Welcome to flyertalk. |
Originally Posted by joshua362
(Post 8963783)
Very well said. As I said in another post, the Corporate Marketing Arm may promise but the Franchisee doesn't always want to deliver. And there are many obstacles, traps, pitfalls and shades of grey between the promise and delivery that you have to wonder if the whole thing is worth the effort.
And its the unabashed lying that is the worst. Its widespread and material from what I've experienced and read about here. Its just so much easier to say "we're full" than do some juggling and get your late/early checkin-out, upgrade or CL floor request. Not every property and every time but enough that it is significant. And it will continue until real time inventories are available to the customer so they can be caught in lies if they choose to do so. After all, we have no idea what the rooms look like behind closed doors and in the computer system. As far as hotels not following the benefits of the program - the best advice I can offer is to complete the Guest Survey's you receive or send comments to customer service....these comments are tracked and everyone is held accountable for them |
Originally Posted by bigguyinpasadena
(Post 8876327)
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. |
Originally Posted by socrates
(Post 8964753)
As far as hotels not following the benefits of the program - the best advice I can offer is to complete the Guest Survey's you receive or send comments to customer service....these comments are tracked and everyone is held accountable for them
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I'm at Renaissance Downtown Toronto for the next 4 nights. Upgraded AGAIN! 9/9 :cool:
I am in a suite with french doors, two tv's, a dining room and marble bathroom with double sinks ^ This is my 9th stay here, each time I have gotten a suite upgrade. By far the best hotel in entire Marriott network in providing Platinums with suite upgrades. I was told by front office staff that they are empowered and encouraged to assign a suite to platinums upon check-in if available. No running to the back office and talking to the man behind the curtain and "checking" on an upgrade here! Now why can't other Marriott properties do the same? If a suite is available and going to be empty why not reward your most loyal guests? Sounds like a simple concept to me. :p |
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