I wouldnt hold my breathe on hearing back. I had a problem with the Marriott Berlin the other week, where I was denied an Upgrade as they claimed Im only entitled to 1 level above what I booked, seeing that those were not available therefore no Up given. Up to the Club (they did give me access to begin with), printed out where it states to best available room and nothing about only 1 level above that booked. Was told nothibng is available so I went up and printed out where for the duration of my stay there were Exec rooms and Jr Suites showing as available. Then was tiold since theres teh word Suite in Jr Suite that they wont giv ethat to me as it states excluding Suites, etc etc. I just walked away.

Back in the US called up CS and lodged a complaint, got an email from teh Hotel Oh we are so sorry, next time you come notify me and I will arrange for a Jr Suite, I replied, not only wont there ever be a next time, due to being LIED to, but you blew the chance of hosting a conference that will need 150-200 rooms.

Never heard from CS again nor did they really care, IMO the Hotel will simply continue to LIE and DENY those benfits that we are entitled to. The person behind teh front desk went each time with my printout to a person up the ladder who was the one to deny me.

Its not only MR seems most Hotels are playing the Sorry we are sold-out card now adays

Elite benefits are definitely in decline. It seems to me that many, many properties just don't want to give them out.

Today for example, I walked into a FI&S in Austin. I asked if they had availability, the FD person said yes. I asked if he had a king room, he said no, only available in a suite, which he could put me instead for some extra $$. I told him that I was platinum, and I should be able to get that suite without the extra charge as a benefit. He said "You would normally be correct, but we don't have availability, sorry".

Before I could say "but you just offered me an available suite for a higher rate", he caught himself and said he would make an exception in this case.

So even though I got the room, I was a little peeved that his first reaction (and he WAS the manager) was to deny a platinum benefit without even thinking about it.

Now I'm heading downstairs to the desk to get denied my bottled water arrival gift

This one is interesting as its an "upgrade" but if they don't have any of the base rooms left there isn't anything to upgrade you to. I could actually see the argument for wanting to charge you the suite rate (or maybe I've been at work too long today and am a little loopy )

I certainly understand your frustration, PourMeAnother, and I apologize for any inconvenience. Please remember, though, that the complimentary upgrades do not include suites, as per the T&C's:

While it has been reported that hotels upgrade members to suites on occasion, the hotel is not required to do so. As always, YMMV.

Kind regards,

Drew