Hotel excluding suites from upgrades (JW Guanacasta Costa Rica)
Dec 30, 2018, 9:34 pm
#1
Original Poster
Join Date: Aug 2018
Location: Costa Rica / New York
Programs: Bonvoy Titanium, Copa ConnectMiles Platinum, United Gold
Posts: 33
Hotel excluding suites from upgrades (JW Guanacaste Costa Rica)
Hi all!
I noticed that the JW Marriott in Costa Rica is limiting upgrades to one room category and clearly excluding suites for all award stays regardless of status. Isn’t this against the T&C? What are your thoughts on this?
Update: Response from Marriott
Hello, Jose! The hotel is not violating our Terms and Conditions. It states that they may include suites, \"subject to availability and identified by each Participating Property". The hotels are not required to provide suite rooms as upgrades. We are sorry that you are disappointed with this; however, it does not violate our T&C. If you have any further questions, please let us know!
I noticed that the JW Marriott in Costa Rica is limiting upgrades to one room category and clearly excluding suites for all award stays regardless of status. Isn’t this against the T&C? What are your thoughts on this?
Update: Response from Marriott
Hello, Jose! The hotel is not violating our Terms and Conditions. It states that they may include suites, \"subject to availability and identified by each Participating Property". The hotels are not required to provide suite rooms as upgrades. We are sorry that you are disappointed with this; however, it does not violate our T&C. If you have any further questions, please let us know!
Last edited by joseror; Jan 1, 2019 at 9:59 pm
Dec 30, 2018, 9:54 pm
#3
Join Date: Dec 2017
Location: SFO/YYZ
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This is peak Marriott right here. Blatant T&C violation, put right on the website in a big banner that shows up on the booking page. For a JW Marriott property no less.
Dec 30, 2018, 10:12 pm
#4
Original Poster
Join Date: Aug 2018
Location: Costa Rica / New York
Programs: Bonvoy Titanium, Copa ConnectMiles Platinum, United Gold
Posts: 33
Just asked SPG via Facebook and this was their response: "Enhanced Room Upgrades for Platinum members are subject to availability and are identified by each Participating Property. We have checked and this hotel do not offer Suite upgrades." So...are hotels from any brand now able to exclude suites from the upgrade pool at their discretion? If so, why even bother advertising suite upgrades as a Plat benefit?
Dec 31, 2018, 12:04 am
#6
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Not an apologist and haven't reviewed the T&Cs on this specific matter, but isn't it Marriott's thing that if they add "resort" to the name of the property, the elite benefits basically go out the window? That certainly seems to be my experience.
Dec 31, 2018, 12:09 am
#7
Join Date: Dec 2017
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Actually, post-merger there are better benefits at resorts than in the past, mostly relating to breakfast offerings. There is no special provision for resorts in the upgrade guidelines.
Dec 31, 2018, 1:44 am
#9
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Wow, just wow.
Here are the T&C. I've highlighted two key provisions:
If they're going to allow the second provision ("identified by each Participating Property") to override the first ("best available room"), then that's some serious deception of their customers.
The list of "stay away" properties just keeps getting longer. And I keep coming back to whether I can find a way to do 60 Hyatt next year (though they have their share of properties that game the rules hard, as well).
Here are the T&C. I've highlighted two key provisions:
Platinum Elite Members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors. At The Ritz-Carlton, suites are only included for Platinum Premier Members and rooms with direct Club access are excluded. Enhanced Room Upgrades are subject to availability and are identified by each Participating Property. The Complimentary Enhanced Room Upgrade for Platinum Elite Members is available at all Participating Brands except at Marriott Vacation Club, Marriott Grand Residence Club, Aloft, Element and participating Vistana properties.
The list of "stay away" properties just keeps getting longer. And I keep coming back to whether I can find a way to do 60 Hyatt next year (though they have their share of properties that game the rules hard, as well).
Dec 31, 2018, 1:57 am
#10
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Dec 31, 2018, 3:31 am
#11
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This discussion could happen every week. Every time it's like somebody thinks he's discovered the Watergate break-in.
Dec 31, 2018, 3:56 am
#12
Join Date: Jun 2013
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Someone had just posted in one of the Facebook Platinum groups that a property manager they were speaking to told them that they were getting more instructions from the top to stop giving away so many suite upgrades. It certainly does seem like we see WAY less post merger, at least for me.
Dec 31, 2018, 4:16 am
#13
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Dec 31, 2018, 4:39 am
#14
Join Date: Feb 2013
Location: DCA
Posts: 7,769
That being said, it is the sort of logic only a lawyer could like. And I am not a lawyer.
Dec 31, 2018, 4:53 am
#15
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Oh yeah man, for sure. The fruit cup and muffin at Wailea really made my stay.
I would not say that it is deception, as the statement is rhetorically sound. A room is only "available" if the property chooses it to be.
That being said, it is the sort of logic only a lawyer could like. And I am not a lawyer.
I would not say that it is deception, as the statement is rhetorically sound. A room is only "available" if the property chooses it to be.
That being said, it is the sort of logic only a lawyer could like. And I am not a lawyer.
