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

[dougp26364]

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.

Granted I’m taking the guests word, and that might be a stretch. OTOH, I find the GM’s response to the complaint less than acceptable. If I found myself in a similar situation, and I have regarding a stay at the LAX airport Hilton, I’d be reconsidering my loyalty to the brand.

 

[Superchief]

I just received a survey regarding the Bonvoy program. I gave low ratings due to diminished upgrades, lower point values, and website issues. I hope they are listening. I think they intentionally are reducing upgrade frequencies, but it may be starting to impact loyalty.

 

[dioxide45]

I just received a survey regarding the Bonvoy program. I gave low ratings due to diminished upgrades, lower point values, and website issues. I hope they are listening. I think they intentionally are reducing upgrade frequencies, but it may be starting to impact loyalty.

I find that survey results are just a way for them to justify taking things away. A lot of members don't like something? They remove it instead of improving it. Kind of like chocolates on the pillow at night on a cruise. Royal Caribbean found that most people threw them in the trash. They were in the trash because they tasted horrible. Instead of improving the quality, they just did away with them.

 

[jmmoultn]

Like other posters, we are Titanium and rarely get upgrades in the US, even with the SNA request. We did just get a terrific upgrade at the Marriott in Prague, though, to a corner suite overlooking the Danube and the Prague Castle. The rooms, lounge, breakfast were better than anything we've had in the US.

 

[AlmostRetired]

The room upgrade without using a SNA is nice and I have gotten some really good ones, but it is the least important benefit to me. Access to a lounge and if it is not open (weekends) complimentary free breakfasts, late check out and one that has saved me money, not being charged if you are cancel past the cancellation window. .
I had a planned that needed to be cancelled day of trip. My flight from NY to Chicago was delayed getting me in late at night. I move the first night in Chicago to an airport location given I was getting in so late and the rest of the stay remained in downtown Chicago. I did this because the hotel was not going to charge me for 1st night stay. The flight kept getting delayed until it was cancelled. We decide it was only a 3 day trip and not worth going on for 2 days. We cancelled airport location (after 6 pm) and downtown location (within 24 hours) and neither charged me. I believe it was because of status. Even if I am wrong, Marriott offers one refund on a cancellation charge.

 

[dioxide45]

Late checkout has been okay. We can't usually get anything past 1pm. Only one time were we ever granted the latest available for Titanium members, 4pm. Lounge access is okay. We don't often stay at full service properties where lounges are available and find most lounges to be dissapointing. Though the one last year at the Seattle Waterfront Marriott was quite good for our five days there.