Marriott GM Confesses Why He Refuses to Upgrade Guests...

[NboroGirl]

I wonder which hotel this was at. Oh, it was pointed out to me that the article mentions it's Marriott’s Courtyard Crystal City/Washington National

I rarely get room upgrades anywhere, tho I am a lowly Platinum member. What has been your experience?
https://viewfromthewing.com/marriot...grade-guests-when-better-rooms-are-available/

 

[StevenTing]

The article mentions the hotel name.

 

[klpenny]

I wonder which hotel this was at. I rarely get room upgrades anywhere, tho I am a lowly Platinum member. What has been your experience?
https://viewfromthewing.com/marriot...grade-guests-when-better-rooms-are-available/

We are also a lowly Platinum member lol and usually get upgrades. Often our room is upgraded on the Marriott site before we get to the hotel. Once in a while they tell us all rooms are full and no upgrades available. We think this is a line as they do not seem fully booked when they tell us this.

 

[StevenTing]

Most of my hotel stays are work travel where I’m alone or only there for an evening, often arriving late and having to leave early. I have had some upgrades but I don’t get to enjoy them as much.

There are certain times where I am traveling with family on an overnight stop and I choose to use my Suite Night Awards rather than gamble with an automatic upgrade.

 

[NboroGirl]

The article mentions the hotel name.

Thanks. It was in the 1ST LINE, lol!

 

[dioxide45]

I would think a hotel at Washington airport gets a lot more elites than many other properties that are frequented by leisure travelers. So I can understand issues with upgrades. We've been getting about 75% upgrades when using the Nightly Upgrade Awards. A couple times we've received upgrades or further upgrades for Titanium. We stay in hotels perhaps five nights a year using Bonvoy points.

 

[bnoble]

I choose to use my Suite Night Awards rather than gamble with an automatic upgrade.

This lines up with how I think about upgrades.

They are not particularly useful. If I need a nicer room, I am going to book a nicer room. I am not going to take a chance on not getting it. If I don't need it, it's also often the case that it doesn't really matter if i get it.

 

[pedro47]

We are also a lowly Platinum member lol and usually get upgrades. Often our room is upgraded on the Marriott site before we get to the hotel. Once in a while they tell us all rooms are full and no upgrades available. We think this is a line as they do not seem fully booked when they tell us this.

The same here klpenny. We will receive some upgrades during off season months.; but not during prime season.

 

[VacationForever]

We rarely stay at hotels anymore and use the certificates that come with credit cards so that we don't forfeit them. We are rarely upgraded despite adding the SNF certificates. We no longer have any illusions of getting upgrades. Now, when we travel to Europe, we often get upgraded to amazing suites. We haven't had much luck in Asia either.

 

[davidvel]

I would think a hotel at Washington airport gets a lot more elites than many other properties that are frequented by leisure travelers. So I can understand issues with upgrades. We've been getting about 75% upgrades when using the Nightly Upgrade Awards. A couple times we've received upgrades or further upgrades for Titanium. We stay in hotels perhaps five nights a year using Bonvoy points.

The issue in the article wasn't really about capacity. The GM stated that there were better rooms, but they were charging "a nominal fee" to elites who were entitled to them per the T&C.

 

[PaulaC]

My husband is titanium lifetime and I am titanium and we have noticed that we aren't upgraded as much as we were even a few years ago. Since people can now get status with credit cards, hotels and airport lounges are packed! Unless we are staying for a few nights at a property, we don't even bother trying to apply SNA, because it isn't worth it and a lot of hotels refuse to upgrade you even when the suites are available. We had a very pleasant experience a week ago when we checked into a JW resort and we were automatically upgraded to a suite without using a SNA.

 

[rthib]

I have been at a few hotels were they post the number of elites per group. Platinum is always the largest.
I am lifetime Titanium and usually get an upgrade during business travel but treat upgrades on vacation like time share availability.
If you are traveling when everyone else is traveling to a place everyone wants to go, don't expect it.
Add I always remember that I am not Marriott hotels customer, the hotel owners are. (Last number I remember is that Marriott only owns about 50 hotels of the 8500+)

For me status is just about lounge access and late checkout. If I care about room upgrade, I book that room.

 

[Superchief]

I have definitely experienced a decline in upgrades recently ever since Marriott adjusted their 'Suite Upgrade' program. This change is most noticeable in properties that I have regularly been upgraded in the past as a returning lifetime Titanium guest. These are some of my observations:
1. The website gives an error message every time I try to add a room request comment during the reservation process. Previously, I added 'Titanium suite upgrade appreciated' to every reservation and was upgraded over 50% of time.
2. SNA suite upgrade requests often don't offer an opportunity to request an actual suite, only a larger or better located room. These are in hotels that I know there are suites and most of my stays are during low occupancy.
3. If I call ahead to request, the front desk staff are often not very helpful and I think they don't even enter my request to the reservation. Many front desk staffs now make no effort during check-in to check availability.

Prior to this change, I was often upgraded to a suite even when a SNA request was denied. A GM at a Marriott hotel actually told me the SNA system didn't work at many hotels so suggested to always request the upgrade when checking in. Marriott management appreciation for customer loyalty has definitely declined and service has become more inconsistent. Unfortunately, most hotels (and MVC) and airlines don't realize the value of loyal customers so travel is becoming a commodity.

 

[dioxide45]

The issue in the article wasn't really about capacity. The GM stated that there were better rooms, but they were charging "a nominal fee" to elites who were entitled to them per the T&C.

My comment wasn't necessarily about capacity, but more about the number of elites and the limited number of better rooms available. Every elite expects an upgrade, but if they only have 25 possible rooms to upgrade to then there are 75 of the 100 checkin in that won't get an upgrade. It seems the property has taken a different approach given the demand for upgrades. If people pay for the upgrades, where is the incentive for the property to stop charging for them. I'm not saying it is right or wrong, just seems they have opted to try not to favor certain elites over others.

 

[LUVourMarriotts]

We have received a few upgrades over the years. This past March/April, we stayed at the Westin Peachtree in Atlanta, for a volleyball tournament. We are Titanium. At check-in, I asked if there were any available upgrades. I was told, "oh, you already got the best upgrade we offer, which is to a higher floor room". It was the same room type, just on a higher floor. Ok, fine, no problem. But then, about 3 hours later, a teammate arrived. When her mom checked in, she said, "hey, I'm a Platinum Elite member, do you have any upgrades?" The answer, "let me look. Sure, we can actually put you in a 1BR suite with 2 bathrooms, mini kitchen, full dining area and separate living room!" I was standing about 5 feet away, as we were waiting for them to check-in to hang out. I was pissed! As soon as she was done, I asked about an upgrade like that and the same guy she spoke with said, "oh, no, we don't have any more of those to offer, you should have asked at check-in!"

 

[dgf15215]

We rarely stay at hotels anymore and use the certificates that come with credit cards so that we don't forfeit them. We are rarely upgraded despite adding the SNF certificates. We no longer have any illusions of getting upgrades. Now, when we travel to Europe, we often get upgraded to amazing suites. We haven't had much luck in Asia either.

Same here about the upgrades in Europe, I can readily think of four or five that come to mind. Even one in Hong Kong at the Marriott next to the convention center where the rooms were compact but the upgraded breakfast VIP room was terrific, with chefs cooking tableside.

 

[VacationForever]

Same here about the upgrades in Europe, I can readily think of four or five that come to mind. Even one in Hong Kong at the Marriott next to the convention center where the rooms were compact but the upgraded breakfast VIP room was terrific, with chefs cooking tableside.

At Gritti Palace in Venice, we got upgraded to a very nice room. The sitdown buffet breakfast by the water was very classy.

 

[MVCOwner]

I wonder which hotel this was at. Oh, it was pointed out to me that the article mentions it's Marriott’s Courtyard Crystal City/Washington National

I rarely get room upgrades anywhere, tho I am a lowly Platinum member. What has been your experience?
https://viewfromthewing.com/marriot...grade-guests-when-better-rooms-are-available/

In March at the Westin Savannah they told me no rooms were available for upgrades so I popped on the Marriott app as they were finishing checking me in and I showed them Savannah/River views for the 2 nights were available and voila they all of a sudden upgraded me.

 

[DanCali]

I wonder which hotel this was at. Oh, it was pointed out to me that the article mentions it's Marriott’s Courtyard Crystal City/Washington National

I rarely get room upgrades anywhere, tho I am a lowly Platinum member. What has been your experience?
https://viewfromthewing.com/marriot...grade-guests-when-better-rooms-are-available/

It used to be that you actually had to stay the nights to make Platinum. In the old Starwood days, Platinum required 50 nights (or 25 stays) and there were no shortcuts via credit cards etc. You had to be a true "road warrior" to get there and Platinum members were treated like royalty. Some Tuggers who owned Starwood Vacation Ownership were spending 6 figures to find a way to 5-Star Elite and attain PFL (Platinum "for Life") status as an ownership perk... See this ancient thread from ~20 years ago:

How much would Starwood Platinum status cost?

If I were to buy my way to Platinum status thru SVO, how much will it cost? I did a search and looks like I'll need 559,000 starOptions to get the Platinum Starwood preferred guest membership. How much $$ does that translate to (say, in WKORVN)? I won't be buying it purely for the status...

tugbbs.com

Now you can get to Marriott Platinum by having a couple of cheap credit cards that give you 30 nights head start each year and get to Platinum with just 20 nights. Or just pay $650 annually and get that status annually via the Brilliant card. So when everyone can make Platinum so easily, nobody is really Platinum. It's a miracle Platinum still get lounge access and breakfast. I wouldn't be at all surprised to see that go by the wayside soon...

 

[davidvel]

My comment wasn't necessarily about capacity, but more about the number of elites and the limited number of better rooms available. Every elite expects an upgrade, but if they only have 25 possible rooms to upgrade to then there are 75 of the 100 checkin in that won't get an upgrade. It seems the property has taken a different approach given the demand for upgrades. If people pay for the upgrades, where is the incentive for the property to stop charging for them. I'm not saying it is right or wrong, just seems they have opted to try not to favor certain elites over others.

I don't have a dog in this fight, but whether you call it capacity, supply/demand, number of rooms vs. elites, it is all the same issue. My point was the fact that there are not enough rooms should not lead to charging, and not giving rooms to elites for free, if that that is what the program rules state.

That is like MCV saying there are more people who want to reserve Maui or Newport in summer, so no one can reserve without paying an additional fee.

 

[PcflEZFlng]

Perhaps it is better in Europe for upgrades. I'm only 'Gold Elite' but I got lucky a couple of months ago in London when I stayed at the St. Pancras Renaissance Hotel. Since I was only staying overnight, and with it being high season and high prices, I used Bonvoy points to book a basic room. But when I got there, I politely asked, with no expectations, if they happened to have any upgrades available. It turns out they did, and they graciously upgraded me for free to a suite with breakfast included. It was a lovely stay! They certainly didn't owe it to me; but it was just because I asked.

 

[frank808]

My pet peeve is I should not have to ask at checkin. It is part of the T&C for upgrades for Titanium and Platinums. I feel like I am begging the FD clerk for something that is supposed to be provided by Marriott.

The way the interaction should be is along the lines of " Thank you Mr. XXX for your loyalty as a lifetime Titanium member. Would you like an upgrade of your room as a Titanium member? Or would you like to stay in the room you have booked?" So much classier and customer service focused.

Sent from my SM-S928U using Tapatalk

 

[dougp26364]

After finally reading the article, the BonVoy member has a legitimate complaint.
1. He was downgraded to a lower quality room
2. The hotel was still selling the same room designation for which he had paid
3. The program rules state hotels WILL upgrade members based on status within the program
4. There were upgrades available but the hotel manager refused to follow the program rules and offer an upgrade without requiring the guest pay for the upgrade.

If I didn’t at least receive the quality room I had paid for, that’s a slam dunk I’ll complain plus request a refund.

As to the upgrade issue. I don’t expect an upgrade, but if you have a program in place to secure my loyalty, then refuse to provide the benefit offers in exchange for my loyalty, you’ll find I’m not so loyal from that point forward.

Airlines routinely upgrade FF to a higher class and the determine factor of who gets the upgrade comes down to status. You can’t, as a hotel manager claim there are to many elites wanting the upgrades when your leaving those rooms empty.
Either follow the rules or get rid of the program.

 

[Ski-Dad]

I am a road warrior for business and have Hilton Diamond status as a result. I often get upgrades. Its nice but not a big deal, but if I am then travelling with my family on vacation, I look for upgrades.

If I see from the app that there is a decent upgrade available and I am refused it, I will complain politely. I was refused an upgrade to an available suite in South Beach a few years back. I subsequently got the managers email and complained that they were not honouring the terms and conditions of the Hilton loyalty program. I received no reply.

My bride told me to let it go, but I simply couldn't. I am stubborn like that.

I subsequently wrote a polite letter to the Hilton's VP of customer relations pointing out the breach of their terms and conditions and that I had received no reply from the hotel manager. I also noted that it was their loyalty program, and if they did not wish to honour it, it was no longer worth my while being loyal to Hilton. It probably didn't hurt my case that I had 160 Hilton nights the prior year.

I received a reply from the VP within 1 week thanking me for my loyal business and he included two certificates for free nights at any Hilton branded property in the world, which I later used to book very expensive hotel nights.

We did not create these loyalty programs, the hotel chains did. Hold them to their terms.

 

[dioxide45]

1. He was downgraded to a lower quality room
2. The hotel was still selling the same room designation for which he had paid
3. The program rules state hotels WILL upgrade members based on status within the program
4. There were upgrades available it the hotel manager refused to follow the program rules and offer an upgrade without requiring the guest pay for the upgrade.

For #1, we don't know really if it was considered a lower class of room. It didn't have a couch, but we don't know how they really categorize the rooms at this one property. Just like an ocean front doesn't always have a view of the actual water.
For #2, I am not sure the article provided enough information. Looking at Marriott.com, the images show a sofa in the king guest rooms but I don't see a king room that doesn't have a sofa. One would think an Elite would be given the better available rooms if there is a difference in quality between the same room types. Like an owner would be given the better views compared to an exchanger at a timeshare.
For #3, I don't think WILL is in the terms and conditions. Nothing is ever guaranteed. They don't fill every larger room with elites when available. This seems to be differ from now airlines handle upgrades.
For #4, I don't agree with charging Elites a fee to upgrade.