Back in June I broke the news exclusively that Marriott was working on changes to their suite upgrade award process. Marriott has now finalized these changes for early 2024.
For the (5) Suite Night Awards that Platinums can select at 50 nights, and for the additional Suite Night Awards that Titaniums can select at 75 nights, where elites can request upgrade priority for a limited number of their Marriott stays there are four changes happening next year:
- New name Nightly upgrade awards will take the place of Suite Night Awards. They’re clearly trying to set expectations that Marriott elites may be upgraded, but frequently not to suites, even when exercising their benefit to jump to the front of the queue rather than playing catch as catch can at the check-in desk.
- More participating brands These upgrade awards will become valid at Ritz-Carlton, EDITION, Aloft, Element and Protea Hotels. I’m not even sure what a meaningful upgrade might look at Aloft, but Ritz-Carlton and EDITION upgrades are a meaningful improvement to the program.
- More room types Currently guests can choose from suites and also other room types when requesting Suite Night Awards. However there’s an expansion (“nearly 20% more”) of room inventory that should become available in this new program, which more room types below the suite level “with features like oceanfront rooms, balconies, and extra space.” Unfortunately even oceanfront rooms and “balconies” don’t get you to 20%, that figure they’re promoting is also a function of adding five brands as well.
- Upgrades only processed closer to arrival Currently suite upgrade requests are processed starting 5 days prior to check-in. While Hyatt and IHG have upgrades confirmed in advance (at booking, and starting 14 days prior to check-in, respectively) Marriott is moving in the opposite direction to begin processing upgrades only 3 days prior to arrival.
More room inventory for advance upgrades and more participating brands is good, resetting expectations that those upgrades won’t necessarily be to suites and only get confirmed closer to arrival is not.
When Marriott internal communications indicated in June that they were going to be paying hotels more for suite upgrades, and that they would potentially change the 5 day window for clearing upgrades for inventory “that is not forecasted to sell – either through distribution channels or front-desk upsell initiatives” my hope was that Marriott would improve the benefit, clearing upgrades earlier rather than doing so closer to arrival.
While both IHG and Hyatt confirm suite upgrades out of available revenue inventory for base level suites, Marriott revenue manages these upgrades – just because an eligible room is available for sale doesn’t mean it will be available for upgrade. It’s only those rooms available to be booked that Marriott forecasts will go unsold anyway (including through front desk upsells) that get processed.
Ultimately re-setting expectations for Marriott Platinum elites and higher that while they may get upgraded, it probably won’t be to suites, is a correct description of reality. Although clearly Ambassadors – who must spend at least $23,000 per year in addition to 100 nights – ought to be treated at least as well for upgrades as an IHG Diamond opting for suite upgrades as a choice benefit or Hyatt elite staying 50 nights. And today they’re really not.
Bonvoyed again! The Bonvoy program lives to its name.
I’m in an abusive relationship with Marriott. They were bad, but I’ve never choose them in the first place. I was in the best program Starwood platinum for life until a coffee shop owner turned hotelier named Marriott family that I became despised took over Starwood hotels. Expect Howard Johnson services and motel mentalities. They do not understand loyalties anymore then Donald Trump and UAW.
So, they are reducing the value of the program in favor of protecting revenue, thus protecting a maybe purchase from a once in a while guest instead of protecting a valued loyal customer. Got it. Not that I would ever come close to being someone that could take advantage of the program. this is one reason I don’t stay at Marriot branded properties. Over the years, every time I stayed at Marriott property, the experience has been less than impressive for the price I paid to stay there, whereas Hilton has consistently shown that they value their guests. I just stayed at a Hampton Inn on Monday, and I was again impressed with the value I got.
It’s kinda funny, we travel and stay at Marriott with the goal of becoming a Lifetime Platinum, once it was achieved, I’m finding myself staying at HIlton and Hyatt. Mostly Hilton because of their larger foot print. Marriott has become the 3rd choice for a myriad of reasons that have been discussed before. But the ever changing and devaluation of the Bonvoy program, plus their elevated pricing since the pandemic ended, makes them an after thought for me.
Ritz Carlton has always been in my opinion chilly to Marriott status holders. I remember when they had some programs with Chase and Merrlill Lynch. A Merrill rep told me at the time that they had a ton of complaints about Ritz honoring any program benefits of terms. This was many yrs ago. So as far as a Ritz upgrade of any kind, your mileage will vary and a meaningful upgrade will be questionable at best. They still dont extend free breakfast there.
Marriott, the Delta of hotels…they think they’re better than they actually are, so they can treat their loyal customers like dirt. No thanks, I’m 90 nights at Hyatt, Hilton as backup. Enjoy your turd sandwich.
As a Platinum member i would say I am upgraded to suites at least 80% in the US and Internationally. But I only stay at Ritz, Ws, ect. Always use my night upgrades. What i like over Hyatt (I am also Globalist) is that with Marriott I can select the Suite that i want even if it is a premium suite…most Hyatt standard suites are meh. Regarding the change of 5 to 3 days to confirm…i find that I have more success applying the upgrade a cuple days prior than 30 days prior and waiting forever. Current 5 days upgrade is like AA…they could upgrade you 5 days before flight but you always get upgraded on your way to the gate :0)
I am literally laughing out loud . I can see it now at check in “You have redeemed your upgrade certificate so we have moved you from your previously assigned room on floor 3 with a dumpster view to a room on floor 4 with a magnificent view of our impressive parking lot . Now if you would like to purchase a lake view room on the top floor ,we can offer you a paid upgrade for the low low price of ……”
Bonvyed continuously. “Upgraded view” rooms for elites should not require an upgrade instrument.
Let’s not kid ourselves, this takes an almost laughably worthless feature and actually makes it worse. Who here truly believes that Marriott currently sees a suite available at your hotel 5 days in advance and simply applies your SNA as desired? Anyone? Hello, anybody?
I have a very fond memory of the one time my SNA’s actually functioned as planned. Sure, it was in a secondary city. In Malaysia. In May. During Covid. By by damn for that one brief shining moment I actually didn’t get Bonvoyed and that resonated with me.
I busted my ass to attain Starwood Platinum for Life. The results all along the journey were stupendous. Now it’s Marriott, now there is Titanium, and now you can buy Platinum for $600/year. Of course they have to water it down. I truly feel that I have been suckered.
“Marriott revenue manages these upgrades”
I don’t believe this to be true. As far as I know, most Marriott properties operated by franchisees or third-party management companies are not revenue controlled by Marriott. Franchisees have to pay extra for Marriott revenue management.
Many properties, both legacy Marriott and legacy Starwood, don’t even put suites into the inventory for Marriott booking channels. This has allowed them to avoid giving suite upgrades as the suites have only ever been bookable locally through the sales office or front office.
The reality is that suite upgrade certificates seldom cleared into suites. Since at least 2018, many properties started loading “deluxe,” “superior” and other faux premium room categories into the upgrade pool.
I don’t understand why Marriott can’t have an airline-style codified upgrade benefit. From ambassador to titanium to platinum in that order.
I think it’s time for all of us to acknowledge a simple reality here.
Yes, Marriott does not value your loyalty. And you know what? That’s okay. There’s nothing morally outrageous about it. The reason they don’t value your loyalty is because Americans in particular are spending money they don’t have, to stay in hotel rooms they can’t afford, so they don’t need your consistent revenue coming in the door. If you go elsewhere, someone will come in and spend the money to stay in your overpriced hotel room.
It’s the same thing with airline status. Delta doesn’t care that you’re a frequent flyer. They’ve got plenty of people flying their planes who will do it and not care about the upgrade that you got.
We aren’t that special to these companies. It’s time for us to just get over it.
I’m at a St. Regis that is at least half-empty.
Suite night upgrades never cleared.
I’m a Titanium. Big whoop.
The bolded part is totally made up and false, precisely because “just because an eligible room is available for sale doesn’t mean it will be available for upgrade” (or booking with points)!
There is no difference between how Marriott does upgrades and Hyatt and IHG do it. Standard awards and suite upgrades are all a crap shoot in every single hotel loyalty program: they are all “revenue managed”. The only instances when that is not case relate Accord ALL awards and Hilton Honors “premium” awards that can be booked interchangeably with cash or points, explaining why they are invariably very expensive (think of “any time” airline awards — if a seat is available for booking with cash, then it can also be booked using miles, but that will cost you a bundle because the “largesse” is made possible by making miles to be exactly the same as cash).
The concepts are really not at all that hard to understand…
You mean just like Hilton Honors has done, prioritizing upgrades in the order LT Diamonds > Diamonds > Golds, and clearing them 72 hours before day of stay when properties feel much better about offering upgrades, since the chances of selling still-unsold premium rooms or suites for cash are much lower than two weeks or more out?
“I’m not even sure what a meaningful upgrade might look at Aloft”
Aloft Brooklyn has a handful of really nice suites (at least for a no-frills hotel). It’s basically a 1 bedroom apartment with a large patio somewhere around the 10 story level. And the hotel is in a great location in Metrotech near the stadium and Brooklyn Heights
For what it’s worth, I’ve had two good experiences with my SNAs this year. 1 was a suite upgrade in a 5 star hotel in Rome and the other was for an upgrade to a 2 bedroom suite (2nd bed being a murphy bed, which is odd!) at the W in Beverly Hills.
I will never understand the huge obsession with having to get a suite. A quiet room at a clean hotel that stays fresh with modern updates and employees that aren’t surly is good enough for me.
Having really good WiFi is also appreciated. You folks and your constant need for a suite upgrade makes me giggle. What’s the reason? So you can take pics for IG and brag to your broke ass friends that you’re living your best life? Get over it!
They r copying what airlines have been doing! Remember when Delta introduced “upgrades” to Delta Comfort… now it’s normal & accepted.
Have 1100 nights, ambassador with Bonvoy and about to reach 100/23K for next year but now thinking of holding that off and booking my upcoming stay in Tokyo at a different hotel brand. Ambassador level has never been worth it. It causes more headache than it helps.
Only problem, I really don’t know other hotel programs… gotta look around and take the first step.
@2808 Heavy: Are you really so narcissistic that you assume because YOU don’t need or want a suite, and it’s all about you after all, that no one else does?
My wife prefers when I up late or early working that I not wake her with my calls. Hard to do that in a single room but easy in a suite.
Those with children might prefer a little privacy.
Stop being so selfish and realize there are other who have legitimate needs and wants different from yours.
Think you can do that?
@ 2808 Heavy. I agree with you. After nearly 40 years of layovers I prefer a clean, quiet and safe room preferably away from ice machines and elevators. However that’s not to say I’d turn down a corner suite since it’s probably going to be the cleanest, quietest room on the safest floor.
I’m Lifetime Titanium
My view is the properties will upgrade you if you ask or they won’t. Suite Nights have been a joke for quite some time.
@1KBrad Listen here el cheapo, buy what you need and stop whining. Rarely are suites even big enough to accommodate your so-called need for privacy/ability to work without disturbing others.
I bet you are one of those who records the room so you can post it on social media in hopes of convincing your friends and family that you’ve “made it”.
Kick rocks clown.
As a Titanium for the last 7 years, I can tell You that I’m VERY disappointed in this change. Especially the 3 Days out confirmation part of the changes.
Also, if Marriott is going to be attempting to sell me more upgrades: Fine. BUT, any additional moniesneysbpaid has to count for status fully. Not like AA where it’s just magical money that doesn’t count for a single thing.
@2808 Heavy: Narcissist AND and ass.
Your mother must be proud.
You all talk about the suite night awards, but I am more interested in a related topic: Do I understand the latest T&C wording correctly that they now also give upgrades during regular (non suite award) stays at Aloft and Element? They were previously explicitly excluded, which does no longer seem to be the case.