When a guest at Marriott’s Courtyard Crystal City/Washington National airport complained about the property’s upgrade policies, the hotel general manager responded – and laid out why he prefers not to make upgrades available to elite members.
The Titanium member was disappointed that the property decided “to try and charge for an Elite upgrade.”
I do expect to be given at least the room I booked, not downgraded to a smaller room and I absolutely do not expect being told there are upgrades available but for a fee.
I had originally booked a 1 king room with a couch, however, I was given one of the few smaller king rooms with no couch, even after being told there were upgrades available for a fee and seeing on the app that not only were they still selling the room I booked but had a few different upgraded rooms for sale at time of checkin.
The hotel’s general manager laid out their philosophy.
- They have too many elites to upgrade
- So they don’t try to upgrade elites
- And they work to maximize revenue instead
- This is the most fair approach for everyone
While we very much appreciate your loyalty as an Elite member, we do have a very limited number of premium rooms at our hotel, and have anywhere from 50-100 Elite members arriving daily. In order to make it more equitable, we offer these rooms at a very low upgrade price, so that those who really need or want them have them available for their use.
This is such an odd take,
- There are so many elites, they can’t all have upgrades, and it’s somehow not fair to prioritize upgrades based on status and the variety of other factors Marriott provides to hotels?
- In order for a Gold or non-status member to have access to an upgraded, they’ll just offer to sell it to everyone for cash instead of unfairly allowing it to go to the most loyal Ambassador or Titanium guest.
- Marriott Bonvoy has upgrade criteria. Traditionally ‘equity’ wasn’t one of factors.
Marriott has been working to sell more upgraded rooms for cash with “options for members to be able to purchase a confirmed upgrade before arrival through new digital upsell placements and merchandising across the Marriott Bonvoy app and website.”
Some Marriotts will only provide upgrades for pay, ignoring Bonvoy program benefits, because larger rooms cost more to clean.
Ultimately, though, Marriott does a bad job of setting expectations. They tell Platinum members they’re entitled to suites and other upgraded rooms if available, but Platinum is only the middle tier of status, and the status tiers are inflated relative to inventory… inventory that hotels will offer at a modest incremental upsell rather than allow to be given free.
In some sense that’s a fair approach for a chain to take except that isn’t really the promise or deal that Marriott has made with its members. If they’re going to allow hotels to ignore program benefits, and truthfully that seems to be what they’ve done in their quest to make owners happy and drive net rooms growth, then they should communicate honestly with members around what to expect.
The revised upgrade policy is one of several reasons I have moved on from Marriott. As a Lifetime Titanium Elite I spent nearly twenty years exhibiting strong loyalty to this brand who have turned their back on me. Marriott is generally 30% more expensive than most of its competition which I have ignored for years because of the perks and how I was treated when reaching each new status level. It’s a real shame that I have just stopped staying at Marriotts and they don’t seem to have noticed or care if they do bother to pay attention to customer retention metrics. This is now the way of the world…..consolidation and lack of competition is why brands such as Marriott believe they can treat consumers as they do now.
I miss Starwood so much! Since Marriott has taken over it’s really gone down hill. Guess that happens for any take over. I don’t care if I stay at a Marriott anymore- I use to go out of my way to stay at Starwood.
I will use up my 300,000 points for a few days in Paris and then never need to stay at a Marriott again. They ruined the Starwood brand.
This why I don’t stay in Marriott hotels. I have top status with both Hilton and IHG, who both really value my custom, and are only too happy to upgrade me without being asked. I don’t expect an upgrade, but usually get one. Any hotel that downgraded me though, I would not go back to. There is plenty of choice.
It is just good business sense. Just how likely is a elite member to stop patronizing the chain just because of some upgrade unavailability, or would the member contain to maintain the status that he built up over the years, and where the status serve as a utility by itself, serving the member’s ego at the minimum.
Let’s be realistic, the purpose of loyalty program is to maximize revenue for the chain, and if they are able to do that without too much revenue slippage through giving away free upgrades, they will continue to do that.
Marriott operators are the industry worst at actually living up to the brands commitments to the market and their frequent stayers. I switched to Marriott during the pandemic from IHG and have moved back. I have tried Hilton and it was NOT a good experience.
I am a Lifetime Platinum member and, until recently, had one of Marriott’s branded Amex cards for additional members benefits. The hotel has ruined its membership program IMO. I never received room upgrades – even to a better view. “No upgrades available” is what I am told, even though I have been offered to pay for an upgrade. And the annual “5 suite upgrades” perk is never available for use at any hotel I book. I am, however, offered to purchase an upgrade. They rarely run points promotions for additional points, and when they do, the bonus points are very low. Their Eat Around Town bonus program is a waste of rime. I spent more time chasing conflicting reasons with their customer service on why I wasn’t being awarded points than I spent actually dining out. The Marriott Amex card raised its annual fee by $175 AND combined that with a *reduction* in membership benefits for hotel stays. So I canceled the card. It’s sad. It feels like they actively work against you being a loyal customer and using their program for any perks. There’s just no reason for me to choose them over Hilton.
I stay at Hiltons almost exclusively now because they routinely upgrade my room. I feel valued as a long time member with elite status. My Hilton branded Amex card also upped its fee but only by $100 while also adding cell phone insurance and additional hotel and airline rebates to its membership program that more than offset that difference. If you would’ve told me 10 years ago that I would’ve switched stays between the brands, I wouldn’t have believed you. Marriott needs to address it’s elite program problems.
I am Titanium Elite for life. I was told that I could not book a points stay because,”If we can rent the room for money, we will”. I booked a points stay at a Hilton property down the road.
I asked for a manager to call and explain why I should continue to use Marriott. Not only no call, my case was listed as closed.
I will never stay at Marriott again.
I also had been a Marriott customer and I was Presidential reward points member. Over the years they just kept raising their annual fees to over $6,000. Closed up our account and they didn’t even seem to care. Sent me the paperwork to cancel and I was happy to sign and leave them. After a few more years of this slowly loosing members it will be a little late for them to recover. Maybe… but they might buy up other chains and then we’ll all have no choice. It’s so sad they can’t do what’s right for the customer but only for their stock holders.
I too am very disappointed in Marriott rewards program. My collected.points are over 400k, I’m a Titanium member and I never get an upgrade.
Collecting points is a joke because I can’t really use them and the value ratio is crazy. Thousands of points for one night and you’d be lucky to have daily room cleaning if you stay a couple days. Ugh – it’s all so frustrating at this rate might as well stay at the Red roof inn
Marriott is garbage, worst hotel(s) stays that I’ve ever endured, especially for so much money. Hilton has a great rewards program and generally are pretty nice properties and facilities. Staying at Marriott is like going out to Red Lobster with your Depression Era grandpa that leaves a quarter as a tip.
I have memberships with all big chains but never use them.
Hotels.com gives you 10th night free. The best deal!!
Marriott seems to have has lost sight of their most important revenue generator- the customer. And with that, they’ve now trumped greed over loyalty.
The annual survey could begin to reflect negatively and once loyal customers will migrate to the competition.
Heck, you rarely get a thank you for being an elite customer.
The competitors appreciate loyalty and reward in kind.
Lifetime Platinum Elite member
As a lifetime Platinum member, I’ve noticed the serious change in upgrade availability. Even when you’ve qualified for the 5 suite upgrade award. This award is will only happen within 3 days of checking in (used to be 5) so at least the hotel has a chance to sell the room 3 days prior to check in. There is a reason a member is, an elite member and one of the rewards is special treatment. I agree there are a lot of elite members but my understanding is it’s only Platinum and above that are guaranteed (if an upgrade is available). Those on this thread who say it makes sense for Bonvoy to increase revenue, I agree BUT remember, a certain level of an elite member have spent more $$$ at Marriott International throughout the year and should deserve that upgrade (if available) and not have to pay for it. Personally, I will continue to reserve at Marriott due to customer service but I will also continue to communicate to Marriott International about elite awards and policies. I do agree with some on this thread, if your not going to follow the policies that are out there for the elite members, than rewrite the policy and allow members to decide if they would rather give their loyalty elsewhere. NOTE: There are certain hotels that will specifically notify at reservation they do not provide upgrades. Those I usually do not book there if possible.
I am LTE. I can count the number of times I haven’t been upgraded on one hand. Evidently, this is a property I won’t be staying at. BTW, it never hurts to be kind to the front desk personnel.
So this is a wide spread problem and not just with me, well if profits is their only concern and not providing their customers insetives to return then so be it. I might as well give these other competitors a chance and see if there is any difference
I hate loyalty programs. The elite members expect so much because of their status. One little issue and they bring up “oh I’m a titanium elite member” what compensation are you going to give me. Such complainers now days. Alot of them complain so much to build more points and scam the system. I’m commend this GM for doing what’s fair and trying to make a profit. Hopefully making a profit they can pay employees better.
As a Gold Marriott member and Hilton member for years, I have never been offered an upgrade at any property or any date. Never.
I gave up on Bonvoy in 2023 when my Platinum Status was not renewed over a technicality….and I do mean a technicality (one room night not being counted because of how it overlapped with another reservation). After escalating my issue to the head of customer service and getting a response but no movement, I realized my 20 plus years of loyalty are for naught. I certainly never get acknowledgements or welcome gifts, let alone upgrades. Just sad to see how things have deteriorated.
Hi there. Currently a Dir. Of Ops for a different brand and I have been in hotels for 25 years. I’ll be honest, when you have more elites than upgrades available it gets tricky. Depending on the brand, the usual verbiage for an elite “upgrade” on the published program for that company is best room available in the same category. What this usually means is a higher floor, slightly larger room if layouts are different or being on a club floor in the booked room type. What this usually does not mean is a free upgrade to a higher category of room type. While we all love our valuable loyal members, in many cases you cannot upgrade everyone to a better room. While I can respect the GMs view of not upgrading to higher category room types for free, even for elite members, you should never downgrade someone to a lower category. If you are oversold on a category, it is customary in the industry to provide the upgrade for free.
The benefits were good the first year or two, but they definitely are going profit before customer service now. People forget that if you sell your loyalty program and then don’t let us use them, it doesn’t make us greedy, it makes the hotel chain worthless. Sucking licking their boots for our of date rooms.
How is it they glazed over the fact that the room the customer paid for was available and being sold on their website, but they told the customer he had to take a smaller room than the one he paid for?
I’ve never gotten an upgrade while spending over 60 to 80 nights per year.
@Allen G –
“when you have more elites than upgrades available it gets tricky.”
Not really, the chain gives you a prioritization list. Not all elites are created equal. At Marriott, obviously Ambassador > Titanium > Platinum. But there’s stay/spend activity that’s factored to sort within tier as well.
“the usual verbiage for an elite “upgrade” on the published program for that company is best room available in the same category.”
That does not describe the Marriott, Hyatt or IHG program or even the Hilton program.
“this usually does not mean is a free upgrade to a higher category of room type.”
What chain(s) are you familiar with…?
Try paying the insurance premiums for a hotel, offsetting their outrageous cost to borrow right now .. This is a business smart GM that looks at the business thru the eyes of an owner while balancing guest services and a commitment to the loyalty Bonvoy customers have built. Sadly today “status” comes instantly by filling out a credit card application and that falls solely on the back of Marriott who also grabs every fee possible they can from their hotel owners and franchisees!
All the Hotel management folks that commented, need to be quiet. Marriott is greedy and their old hotel rooms and hotel smell is horrible. What that manager did was just wrong , I don’t care how much you hotel managers defend it. You have no conscience or ability to know right from wrong. You value money and not customers. What you reap you will sow. That is why hotel workers are striking. I use Hilton now. Marriott has gone to the dogs, they have no business ethics and will not prosper.
Titanium Elite here. This happened to me at the Camelback Resort in Arizona. I used my hard-earned Nightly Upgrade Awards to request a room with a mini pool for just two nights, and despite the fact they were still available for sale, they denied my request. Upon check-in, I requested it again as a complimentary upgrade, even citing the special occasion we were celebrating, and the best they could do was offer it for a hefty sum of money. At low and mid-tier properties, I do have more success, but I typically need to ask in advance – I’m rarely offered an upgrade upon arrival. Breakfast is quite good at most higher end properties, but for the more modest brands, as someone else noted, it’s almost always powdered reconstituted eggs or similar.
I miss Starwood as well seemed much more consistent in terms of upgrades and the ability to use awards. I’m plat but I do seem to consistently get better rooms (higher floors, aware from elevator) and free breakfast. Are the other brands any better consistently?
As a lifetime Platinum elite, I too am totally disgusted with how the Marriott chain disregards it commitments to its most liyal customers. Suite night awards are useless and upgrades no longer exist. Hyatt is a far better program, unfortunately they dont have the numbers of properties that Marriott and Hilton have. I have given up on Marriott
I was only a Gold member with Marriott when I recently decided to consolidate and close my Bonvoy card and cease all loyalty. I stick with Airbnb or cheaper brands because Marriott points and perks are worthless, and their hotels aren’t worth the price you pay. Also, you’d have to be an idiot to buy points directly with them. When I calculated purchase value of points versus redemption value (with products, gift cards, and hotel stays) it floated between 1/6 to 1/10. Not even half the original value!
Ambassador elite and life time platinum. 121 nights, 2.5 million points.
Travel all over the world and I can say without question. Marriott has forgotten their Elite Members and the hotel policies are never backed up.
Each property does whatever it wants. If Marriott had a real CEO, they would hand down the law to property’s or loose their affiliation and things would immediately change.
I always stayed at Marriott, not anymore. They have lost me as a loyal guest.
Marriott is all about the bottom line to generate maximum revenue.
They think all their locations are 5 star Ritz Carltons…. even the run down dumpy ones.
Give me any other hotel brand over Marriott.
I’m both a Marriott & IHG member. Most of my hotel stays are now at IHG.
Stop staying at Marriott. Hilton is not much better, I’ve never gotten upgraded except in Germany 5 yrs ago so Diamond means nothing. Marriott watered down the program and gave lifetime benefits to many who did not put in the years or nights.
If I paid for a room, the hotel does not have the right to downgrade me, it might be illegal but definitely Dishonest. Report thus hotel to Marriott
It would be nice to see Marriott come with a general comment to all these unhappy guests.
It would be nice to see Marriott come with a general comment to all these unhappy guests. It is not always good to be to big.
You can take your status to other chains. I think I am going to do so. Marriotts are no longer appreciative of the frequent guests. Let’s see how they do without some of them? Hilton or IHG?
I have a different experience than most of you. I have 131 nights so far this year and since I hit Platinum at 50 nights in March I have had a SUITE upgrade every night except twice and those two times were the same property and they only have two suites. However I book last minute and usually for 1 or 2 nights. I look and see what properties have suites available before I book. The few times I stay at Hilton as a Gold I never get an upgrade. I only stay in Marriotts because I get suite upgrades.
I think people need to go to their Google listing and leave a bad review. This pisses me off. They have 1.2K reviews but if an enough people write a bad review it will eventually affect their business.
The loyalty program terms and conditions state upgrade subject to availability upon arrival. Which means wait until you get to the front desk to check-in to ask for the upgrade, at least that’s how I understand the policy.
If another guest, regardless of their status, is willing to pay a higher price for that same upgrade I want for free then I’d understand the hotel selling it. I don’t understand the issue with the hotel trying to maximize revenue as much as possible. It’s a hospitality BUSINESS after all.
I really don’t understand why people don’t book the upgraded rooms they want or pay whatever extra the hotel is asking for prior to their arrival.
I’ve stayed at the hotel in question because I fly in and out of Reagan National frequently. I always book their standard King as it’s a landing spot while traveling in and out of the area. I’ve had a different variation of the standard King through out the years. I’ve gotten a king with only a shower no tub, with a tub, a sofa, a chair, an accessible room. Rooms with the sofa aren’t priced more than rooms without. I never saw getting a different variation of the same room type as a downgrade but I guess others have a different perspective.
We create our own reality and filter the external world through our personal interpretation. We believe we are empowered and the world will respond accordingly. That is an illusion of control. We have attachment to desires and expectations but end up setting ourselves up for disappointment. So control what we can, which is to book a room that we need. If we get an upgrade then accept it as a pleasant surprise.
Entitlement often leads to dissatisfaction, strained relationship and distorted view of one’s place in the world. If hotels are part of our world regardless of brand then we need to work on our expectations, empathy, respect and gratitude.