Tired of comments during check in regarding upgrades at various Marriott Hotels

[normab]

Just wondering if others are hearing comments at check in that imply they are doing you a huge favor when they give you an upgrade…

We have now heard these comments in Europe and the US. Especially with reward nights, but also upon paid stays using the upgrade certificates.

I keep biting my tongue, but no one is doing us a favor if they are upgrading us as they are the perks of having titanium (me) or platinum (DH) and having spent the money and earned the upgrades. Or even with the Chase card free night. We would never complain of they didn’t upgrade us for a one night stay, but stop acting as if you are rolling out the red carpet.

Seriously, nothing offends me but these comments annoy the heck out of me. The first time I was shocked, now I just am incredulous. They must be taught this, it’s too pervasive.

Thanks for listening. Needed to rant..

 

[Superchief]

I've noticed a reduction in suite upgrades the last two years. I seldom get confirmed for an SNA upgrade, and properties that previously regularly gave me Titanium upgrades no longer do so. Front desk staffs don't seem to be trained regarding the benefits for titanium or platinum status, and I often have to request my bonus points or vouchers. I don't know if this is a training issue or if it is intentional.

 

[mjm1]

We have been upgraded several times in the past year. When told by the staff of the upgrade we’ve never felt annoyed by them sharing the good news with us. We know it’s never guaranteed just because I have Titanium status or when we used upgrade night awards. We usually know ahead of time if we’ve been upgraded by looking at the Marriott app.

 

[travelhacker]

I don't get the annoyance. Upgrades aren't guaranteed, and every time I've been upgraded it's something like "Congrations Mr. Travelhacker, we were able to upgrade you to the X suite. Thank you for your loyalty".

Are they saying something more annoying than that?

They need to tell you what the room type is, so letting you know that you are upgraded (or not) seems like it's just passing on information.

 

[Ken555]

100% agree. It's annoying.

 

[dioxide45]

Are the comments coming across in some kind of patronizing or condescending tone? Otherwise it would seem they are happy to be able to provide you with an upgrade.

 

[normab]

Definitely patronizing and condescending in EU. And we always paid for the stay and used upgrade certs. Here in US they imply you don’t really deserve it, because you booked with reward points, but we are putting you on the concierge floor or giving you an upgraded view. And it’s only for the full service hotels usually. We don’t think about upgrades at Fairfields or Residences. I wouldn’t have even posted but it’s the 5th or 6th time is a couple of years. Never noticed it before in 35 years with Marriotts.

It’s not every stay, because sometimes people actually say thank you for your status and we have upgraded you. That’s what I would expect. MVCI doesn’t do much for you but they aloots always say thank you.

The most recent stay? The person told me that this was a Rewards night stay, but because I’m Titanium, they were putting us at the concierge’s level. There’s no need for the first clause in that sentence.

Let me repeat, we are not entitled to an upgrade. I never ask. We don’t always get them and so what? We get the room we paid for. But if you are giving us one, just do it and don’t attach the weird statement about how the room was booked.

I guess I find the excess commentary borderline rude. I grew up in family owned businesses and always was polite to customers. These comments don’t belong, IMHO.

 

[marmite]

I assume they have a script (as you said they must be taught this) of what they are supposed to say when they check you in, confirming how the room was booked and to let you know if they were able to upgrade you or not. I don't know if this could differ at each hotel (or if a specific brand does it differently), but I have found it to be fairly consistent. My most recent stay in London and Florence was mixed reservation types during our stay. For London we had a night booked at an Autograph Collection with one of my free certificates+cash, a cash night, and 5 nights with points+cash and SNA's. They let me know they were able to upgrade us to the same suite for the whole stay (which was actually great because I was the one using the free certificate and I have silver status, my husband is titanium). They of course asked if we wanted to use the card on file or a different one, and they basically summarized what would be put on our card (the single cash night plus the cash portion of the points nights). They did not point out specifically that I was silver status and that they were doing me a favour by upgrading that night.

Florence was on points (we didn't have any SNA's left to put on our stay), but they let us know we were upgraded, had a butler, where breakfast was served and that it would be complimentary. This was the St. Regis and I didn't feel they were talking down to us by mentioning the upgrade. I am even glad that they reconfirmed the breakfast was complimentary, because at 50 Euros each that would have been a shock to see on our bill at the end of the stay. With so many room types that are not cookie-cutter, I would have been hard pressed to know what level of room I had been assigned to as I'm sure the most basic rooms are still lovely.

Looking back, I think they are supposed to confirm that the room they assign you is or isn't upgraded, and what you should expect to be charged to your card. So when they tell me I booked with points, it lets me know they are not going to charge my card and gives me peace of mind that they haven't made a mistake. It probably avoids people arguing later that they weren't expecting a charge, or that they don't think the room was upgraded (when it actually was).

I'm sure this will put me in the entitled category, but if they tell us at check-in they were unable to upgrade us, I do get my husband to ask if it is possible to upgrade us later in the stay. Sometimes it is just a single night (like a Saturday) where they are fully booked. Of course it is done politely, and we don't mention our status as entitling us to the upgrade. They are fully aware of your status on check in and I assume know the rules better than we do. A previous London trip, we had the basic room type for 2 nights and then were moved to a much better room for the rest of the stay. It may not be worth the hassle of moving rooms for some of you, but for a longer stay in hotels that have a huge variety of room types (many of the European hotels vary wildly in the room quality), the upgrade is valuable to me and I figure it doesn't hurt to ask. Maybe that could be looked on as being rude, but certainly not any more rude then them mentioning when I use a certificate for a free night.

 

[dioxide45]

I assume they have a script (as you said they must be taught this) of what they are supposed to say when they check you in, confirming how the room was booked and to let you know if they were able to upgrade you or not. I don't know if this could differ at each hotel (or if a specific brand does it differently), but I have found it to be fairly consistent.

I suspect that is the case. Even when we are checking in on a rewards stay at a low end property, they acknowledge that it was a rewards stay with points.

 

[WorldT]

I can tell you that the booking is a rewards night and that I will upgrade you without being condescending. I can also do the same thing and be condescending. It is all about the phrasing and the facial expression.

Here is an example:

Welcome Mr. X, I see you are enjoying the benefits.of your loyalty and using your points. ..... I also see you are a Titanium member, we do have a complimentary upgrade for you to thank you for your loyalty.

OR

This is a reward night stay but I will upgrade you because you are Titanium.

 

[davidvel]

The most recent stay? The person told me that this was a Rewards night stay, but because I’m Titanium, they were putting us at the concierge’s level. There’s no need for the first clause in that sentence.

Talk about seeing the negative in everything. I see you as quite entitled. They are saying they gave you an upgrade even though you don't deserve it and you are mad about this? Sadly, you will never be satisfied.

I can tell you that the booking is a rewards night and that I will upgrade you without being condescending. I can also do the same thing and be condescending. It is all about the phrasing and the facial expression.

Here is an example:

Welcome Mr. X, I see you are enjoying the benefits.of your loyalty and using your points. ..... I also see you are a Titanium member, we do have a complimentary upgrade for you to thank you for your loyalty.

OR

This is a reward night stay but I will upgrade you because you are Titanium.

I see neither of these as condescending.

They may say what they say because some people with status will think they are entitled to be upgraded on a reward stay, when they are not. Next time they will complain for not being upgraded and say "last time I got upgraded on an award stay!" Either way poor front desk staff's job is to deal with the entitled.

 

[normab]

My opinion is based on how you treat and talk to people.

Talk about seeing the negative in everything. I see you as quite entitled. They are saying they gave you an upgrade even though you don't deserve it and you are mad about this? Sadly, you will never be satisfied.

I see neither of these as condescending.

They may say what they say because some people with status will think they are entitled to be upgraded on a reward stay, when they are not. Next time they will complain for not being upgraded and say "last time I got upgraded on an award stay!" Either way poor front desk staff's job is to deal with the entitled.

My 40 years in corporate work taught me that perception is everything. My perception is that these people were condescending or trained to speak that way. They didn’t need to be. They could’ve just said we upgraded you.

It’s not a big deal if we. don’t get upgraded, to be honest, we don’t expect it anymore. So it’s almost a surprise when we do. If you think I’m entitled, that’s your opinion and you’re entitled to it. It’s also my opinion that people should have a better way of speaking if they are a front desk agent. They are representing the company in terms of customer service.

 

[1Kflyerguy]

I have never been bothered by how the front desk staff mentions my room assignment. Yes, I do notice that they mention i have been upgraded, though often I know that in advance via the app, or emails. I figure there are people who keep track of everything and others who don't bother to check the app, emails, etc.

I did get a bit annoyed when they acted as if they upgraded me to a special room, like an executive floor or ocean view, when that is exactly what I booked and paid for.

 

[ljmiii]

Just wondering if others are hearing comments at check in that imply they are doing you a huge favor when they give you an upgrade…

I've actually never encountered this in the US or Europe (not that I've been given non-NUA upgrades that frequently). Most of the time I'm greeted with acknowledgement of my Elite status and if applicable told something along the lines of 'we were able to put you in a XXX room' (corner, high floor, nice, or whatever) rather than explicitly told I was given an upgrade.

That said, I'm now thinking of correcting anyone so rude as to condescendingly say "rewards redemption" or "points redemption" with "do you mean loyalty redemption"? But I don't know...I've never been put in that position.

 

[daviator]

Talk about seeing the negative in everything. I see you as quite entitled. They are saying they gave you an upgrade even though you don't deserve it and you are mad about this? Sadly, you will never be satisfied.

I see neither of these as condescending.

They may say what they say because some people with status will think they are entitled to be upgraded on a reward stay, when they are not. Next time they will complain for not being upgraded and say "last time I got upgraded on an award stay!" Either way poor front desk staff's job is to deal with the entitled.

I disagree. In fact, the front desk staff should not make any statement which have a “but” in them, the “but” changes the whole tenor of what they are saying. It doesn’t sound to me like the OP is entitled (and there are LOTS of entitled people out there, some in these forums.)

Personally, I don’t think check-in staff should be commenting on the fact that it’s a Bonvoy points stay. Neither the price paid nor the method of payment should have any impact on the service received, and so I see no value in mentioning it, but certainly not before a “but."

The way I’d interpret the desk clerk’s remark is something like, “Oh, you’re a cheap bastard who can’t be bothered to spend real money on your room, but despite that, we’ve found it in our hearts to offer you a small upgrade.” Part of the problem is the way Marriott deals with points redemptions; as I understand it, they reimburse the hotel for points redemptions, but at an absurdly low rate. So the hotels don’t like them, but are obligated to accept them by their contracts. It seems like there ought to be a better way to do it, one that didn’t leave the hotels looking at guests who might be some of the brand’s best customers as if they were trash that they’re only housing out of obligation.

I have definitely been made to feel like a second-class guest on occasions when I’ve redeemed Bonvoy points for stays, and I think that’s basically what the OP is objecting to.

 

[davidvel]

I disagree. In fact, the front desk staff should not make any statement which have a “but” in them, the “but” changes the whole tenor of what they are saying. It doesn’t sound to me like the OP is entitled (and there are LOTS of entitled people out there, some in these forums.)

Personally, I don’t think check-in staff should be commenting on the fact that it’s a Bonvoy points stay. Neither the price paid nor the method of payment should have any impact on the service received, and so I see no value in mentioning it, but certainly not before a “but."

The way I’d interpret the desk clerk’s remark is something like, “Oh, you’re a cheap bastard who can’t be bothered to spend real money on your room, but despite that, we’ve found it in our hearts to offer you a small upgrade.” Part of the problem is the way Marriott deals with points redemptions; as I understand it, they reimburse the hotel for points redemptions, but at an absurdly low rate. So the hotels don’t like them, but are obligated to accept them by their contracts. It seems like there ought to be a better way to do it, one that didn’t leave the hotels looking at guests who might be some of the brand’s best customers as if they were trash that they’re only housing out of obligation.

I have definitely been made to feel like a second-class guest on occasions when I’ve redeemed Bonvoy points for stays, and I think that’s basically what the OP is objecting to.

I guess it is all in perception, and IMO some just see offence where none is intended or exists.

I'd be elated if the gate agent on my next flight said "You only booked in coach (you cheapskate,) BUT I've upgraded you to First Class despite not qualifying for that as it is your birthday."

 

[rickandcindy23]

When Hyatt at SFO airport (easy to get to and from because no bus, just the airport train) said, "Thank you for being a member of Hyatt," then she noticed that I transferred points from Chase to get the room, and she just had to mention it, "Oh, you just transferred points over to your account. I see." Rick didn't even know what she was talking about. I told him I did transfer points over. He said that was odd that she just had to mention it. We both have the cards and can build points through Chase much faster.

I did the same thing with our next month trip to San Juan. We are staying at the Hyatt Regency for two nights.

 

[1Kflyerguy]

When Hyatt at SFO airport (easy to get to and from because no bus, just the airport train) said, "Thank you for being a member of Hyatt," then she noticed that I transferred points from Chase to get the room, and she just had to mention it, "Oh, you just transferred points over to your account. I see." Rick didn't even know what she was talking about. I told him I did transfer points over. He said that was odd that she just had to mention it. We both have the cards and can build points through Chase much faster.

I did the same thing with our next month trip to San Juan. We are staying at the Hyatt Regency for two nights.

Interesting, I have never had anybody comment on the source of my points used for a booking. I am kind of surprised that would show up on the check-in screen.

The Hyatt SFO is great for early morning flights. We have a 5 am flight out in a few months, and just transferred some Chase points over to cover that night.

 

[daviator]

At the risk of beating a dead horse, I suspect that most of all of us would agree that front desk staff should not be passing judgment on guests based on how they pay for their stays… and yet, in several of the real-world examples given, it sure seems like check-in staff members are doing just that.

I agree with @davidvel that I’m always happy to get an upgrade, but somewhat less so when it comes with a snide comment implying that I don’t fully deserve it, for one reason or another. I have earned my lifetime status with Marriott and with multiple airlines the hard way, over many years, and I deserve every upgrade I am lucky enough to receive. So does anyone else with elite status. (And I’d agree that someone with Ambassador status is more deserving than someone with my Titanium status, etc.) The program rules say that you are eligible for upgrades regardless how a reservation is paid for, and staff should not be ranking one method of payment above another and then broadcasting their disdain.

Anyone with enough Bonvoy points to frequently redeem them for hotel stays has put a lot of money into Marriott's coffers, one way or another, directly or indirectly, to earn those points. They don’t come for free and it’s annoying when it feels like we are being shamed for the sin of using them.

 

[davidvel]

At the risk of beating a dead horse, I suspect that most of all of us would agree that front desk staff should not be passing judgment on guests based on how they pay for their stays… and yet, in several of the real-world examples given, it sure seems like check-in staff members are doing just that.

I agree with @davidvel that I’m always happy to get an upgrade, but somewhat less so when it comes with a snide comment implying that I don’t fully deserve it, for one reason or another. I have earned my lifetime status with Marriott and with multiple airlines the hard way, over many years, and I deserve every upgrade I am lucky enough to receive. So does anyone else with elite status. (And I’d agree that someone with Ambassador status is more deserving than someone with my Titanium status, etc.) The program rules say that you are eligible for upgrades regardless how a reservation is paid for, and staff should not be ranking one method of payment above another and then broadcasting their disdain.

Anyone with enough Bonvoy points to frequently redeem them for hotel stays has put a lot of money into Marriott's coffers, one way or another, directly or indirectly, to earn those points. They don’t come for free and it’s annoying when it feels like we are being shamed for the sin of using them.

OP stated they were not entitled to an upgrade, but were given one as a courtesy based on their status. I don't know one way or the other what they are entitled to, but they stated this in multiple posts.

What you describe is a wholly different scenario. I agree if you are entitled to an upgrade and they act like they went out of their way to give you what you earned, this a completely different. That is more akin to the airline saying, "Oh I see you booked with points [in first class], we're happy to be able to seat you in the first 4 rows."

 

[rickandcindy23]

We were sitting on a plane, a United flight out of the Big Island. The flight attendants were telling a few passengers that because they did not book their flights with cash directly through United, there would be no hot breakfast for them.

Two of the passengers became irate because they paid lots of points they'd saved to book that first class seat. Not one of the passengers would relent and agree to skipping the hot breakfast. United served everyone Cheerios with a container of milk and a juice box. No one got a hot breakfast because if two people don't give up willingly, no one gets the hot breakfast. The company that delivered the Cheerios took all of the hot breakfasts off of the plane at the same time. I guess our food went to another flight.

They didn't ask me. I would have taken a sweet roll or the Cheerios. There were some angry passengers in first class that flight. The coffee was soooo good, it was an early flight. Coffee is what I need in the early morning after rushing to the airport from Waikoloa Village.

 

[daviator]

We were sitting on a plane, a United flight out of the Big Island. The flight attendants were telling a few passengers that because they did not book their flights with cash directly through United, there would be no hot breakfast for them.

Two of the passengers became irate because they paid lots of points they'd saved to book that first class seat. Not one of the passengers would relent and agree to skipping the hot breakfast. United served everyone Cheerios with a container of milk and a juice box. No one got a hot breakfast because if two people don't give up willingly, no one gets the hot breakfast. The company that delivered the Cheerios took all of the hot breakfasts off of the plane at the same time. I guess our food went to another flight.

They didn't ask me. I would have taken a sweet roll or the Cheerios. There were some angry passengers in first class that flight. The coffee was soooo good, it was an early flight. Coffee is what I need in the early morning after rushing to the airport from Waikoloa Village.

United has (in my opinion) become the worst of the domestic air carriers, at least in terms of how they treat people. (I don’t blame the passengers who refused to accept less-than-first-class service when they had paid for first class.)

United’s newest change is that if you don’t have a United credit card, one with an annual fee, than you now earn fewer miles when flying with them than you used to. So you either pay for one of their expensive credit cards, or you take a haircut on miles earned. It just strikes me as more evidence that United is serving up the most UNfriendly skies.

 

[m61376]

I guess it’s how you look at it. The United story above was alarming- whether booked with cash or points, the passengers paid for the seats and should have the amenities that go with it. And if I was a passenger that got a box of cereal after paying and booking a first class ticket I’d have filed a complaint.

That said, when I’m told I’ve been upgraded because of status I appreciate it and don’t find it condescending. And sometimes even when booking a stay with points they go out of their way. I haven’t found Marriott upgrades with cash or point bookings different based on Plat status.

Recent stay at Marriott Wailea Beach was booked on points for their cheapest GV. We were upgraded to a premium OV that had an OF type view. I appreciated when they told us about the upgrade. We had mentioned when sending in a prearrival request that it was the start of celebrating our 50th and they went out of their way. We stayed for 2 nights after our MOC trip and not only was the bed decorated with towel swans and orchids (a nice touch) but there was a bottle of champagne and a cupcake, a beautiful gift beach bag and 2 hot/cold tea brewing thermoses and then they delivered a whales’ tail blown glass with a lively note. So kudos to them for adding a special touch to our trip, especially meaning since it was the start of a special year for us.


Sent from my iPhone using Tapatalk

 

[Lakeshore]

I guess it’s how you look at it. The United story above was alarming- whether booked with cash or points, the passengers paid for the seats and should have the amenities that go with it. And if I was a passenger that got a box of cereal after paying and booking a first class ticket I’d have filed a complaint.

That said, when I’m told I’ve been upgraded because of status I appreciate it and don’t find it condescending. And sometimes even when booking a stay with points they go out of their way. I haven’t found Marriott upgrades with cash or point bookings different based on Plat status.

Recent stay at Marriott Wailea Beach was booked on points for their cheapest GV. We were upgraded to a premium OV that had an OF type view. I appreciated when they told us about the upgrade. We had mentioned when sending in a prearrival request that it was the start of celebrating our 50th and they went out of their way. We stayed for 2 nights after our MOC trip and not only was the bed decorated with towel swans and orchids (a nice touch) but there was a bottle of champagne and a cupcake, a beautiful gift beach bag and 2 hot/cold tea brewing thermoses and then they delivered a whales’ tail blown glass with a lively note. So kudos to them for adding a special touch to our trip, especially meaning since it was the start of a special year for us.


Sent from my iPhone using Tapatalk

The Marriott Wailea is one of our favorite Marriotts in the world…love to add on a few nights when going to MOC. Our experience has been the same…we love it there!

 

[Lakeshore]

We are heading to Paris and Rome and I ended up not using any points because the amount required was outrageous! Especially in Rome! I guess we haven’t been there for a couple of years, but almost all of the hotels required money and points…both a huge amount. We will be at the Meridian Visconti, as their rates were by far the lowest, and we have stayed there in the past so know the area, however, I’m a bit miffed as it will be me, my husband, and our 16year old. And even though I booked a triple room(which is much more expensive than a double room) they add on an extra person fee for my son…about 500 Euros extra, even though we are already paying a higher price for a triple room. Even if I get an expensive suite that accommodates three people they add the fee. And the most ridiculous, in my opinion, is booking the “family”two connecting rooms…so two full rooms that connect( with a king bed and two twin beds), we have to pay the third person extra fee of nearly 500 Euros. It’s never been this way in the past…my goodness, it would have been crazy when we were traveling with all three kids! I see they allow you to bring dogs, but they charge extra for kids. Nuts.
And I put in 2 adults and one child and his age on the website when I made the reservation. It’s not like I’m getting one room made for two people and trying to squeeze another person in. There was an extra person fee at every Rome Marriott I looked at…well, I didn’t look at every single one because there were more than one hotels that were in the in the 1000-2000+ euros per night! Thankfully there wasn’t an extra charge, just the extra expense of a suite that fits three in Paris.
Anyway, thats my beef w Marriot. And we have been lifetime titanium for almost 30 years.