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.
At least the GM was being honest. Give him credit for that. I would never stay at a hotel she doesn’t honor, elite benefits, and now I usually call beforehand just to check the policy. Everyone should do the same. Fortunately, at Hyatt each hotel does not set it on policy and I have not had any problems
”While we appreciate your loyalty” doesn’t box with “you’ll get nothing and like it”. It means that status means nothing, so don’t bother.
I’m supposedly “Lifetime Titanium” in Bonvoy. I don’t let it drive my purchase decision.
As it is said, ”If you want loyalty, get a dog.”
Being truthfull is a noble quality, but in this instance does not encourage a sense of individual hotel, brand, and chain loyalty.
Hearing this, I would never stay at that hotel.
If I know they are that bold about disregarding brand loyalty criteria, why would I feel they would care about any other aspect of the Marriott T&Cs.
I would be worried about anything going wrong honestly.
To boot, it is simply not good business to flat out say that we are disregarding the rules.
How would the hotel feel if we disregarded their rules…
It happens all over Marriott. Until Marriott corporate does something the independent hotel owners will continue this. Dc metro Marriott does the same thing why did I spend 20 years only at Marriott for nothing?
When everyone is ‘elite’ nobody is elite. What we are seeing is the logical result of all these programs concluding that ‘selling ‘ loyalty benefits is way more profitable than actually keeping the promises made by said programs
Doesn’t explain how the customer didn’t get the room booked and instead was downgraded.
The hotel is almost certainly guilty of committing fraud. They may even be committing criminal fraud.
Whether Marriott has legal liability is an open but interesting question
As a Lifetime Titanium, I am enjoying staying with IHG more this year with only Platinum status via the credit card. 1400 nights just to be told there’s no loyalty that a $10 upcharge won’t override.
We’re in a suite in a very nice newly remodeled Holiday Inn this weekend – I paid the extra and reserved it.
We sure didn’t need it but this is just another example of how Marriott views engaged loyalty members as the enemy. Otherwise, corporate would force the hotels to adhere to the rules they promised to abide by when they signed up in the first place.
With airline elites now buying the upgrades they used to get for FREE, why would you not expect hotels do the same? Hotels are now following airlines’ lead. Until fools stop paying for upgrades nothing will change.
Marriott is by far the worst hotel chain of all. Too bad Ritz is now under their flag. To be fair, ALL hotels from Aman down are getting much much worse after the pandemic excuse to screw over customers. Simultaneously as benefits decline, prices go up. We need new hotel chains with new innovative approaches such as – making customers happy and providing good service and hospitality which used to be a basic provision of hotel stays.
I stay at this Marriott several nights per year; as a Titanium member I have always been upgraded to a suite (although I had to refuse the upgrade last week when I needed two beds).
Fraud at its finest.
With so much competition in the marketplace, loyalty is what built the chain. No business that defrauds its loyal customers is too big to fail.
Why was he downgraded ? That’s fraud if he had a contract and already paid.
Marriott created the incentives to maximize profit and brand loyalty and it worked. Now you have increased loyalty and choose to not honor your own policies. Instead, you ask your most loyal customers to pay more. “ I wonder why progress looks so much like destruction” – John Steinbeck.
I was talking with someone else who travels a lot and he suggested calling, asking, saying it was an anniversary, etc.
It made me realize there’s no point of staying with Marriott if there’s no advantage to doing so.
I can call/beg/lie to any hotel, which makes them all the same, so why would I choose a Marriott? Especially when my points are American Express, and I can usually stay at an Intercontinental for the price of a regular Marriott.
I’ve also moved business to IHG. I like their strategy and portfolio. Although I did get kind of screwed on an upgrade in New York at the Barclay last month, so it’s not as though everything is roses all the time everywhere else.
Although I understand his approach all elites are not the same, they have different levels so that is how the upgrades should work.
Technically, this violates Marriott terms which state upgrades will be given at check in if available. In all reality, it creates a false advertising issue and could result in a law suit. The upgrade at checkin is supposed to be based on status and check in time. IE if you check in earlier on the app, you are higher in priority and if you are an ambassador, you are higher in priority. This is fair practice as it follows Marriott terms. The entire argument of it not being fair is a lame excuse because if you stay at Marriott, you agree to the terms. If you are loyal and stay hundreds of nights a year like me, you should be rewarded. Otherwise, no real advantage exists for staying with Marriott. If you want a guaranteed upgraded room, book it when you make the reservation or take the chance with the upgrade policy. Marriott corporate should make all hotels follow the same standard. This is the only way it is fair.
I am a platinum life/time member achieved the hard way ( many, many nights at Marriott properties). I can not tell you when the last time time was that I received an up-grade.
Twenty years ago each time I walked into a hotel, there would be an upgrade and even a physical welcome gift.
A few years ago Marriott sent me two luggage tags as a thank you for being Platinum. I guess that is all we can expect. It’s a disgrace how the program has deteriorated over the years.
Scott stole my thunder.
As bad as the Marriot policy is, it is no different than American Airlines where the free upgrade even for EXP members has gone the way of the typewriter. The travel industry has made loyalty almost worthless.
I use to love going to the Marriott alot they deep down do respect there customers at all I’m still owe money from two rooms I reserved my deposit haven’t been returned yet it’s been two weeks no free room or point was ever offered no up grades RED FLAGS GM forgot about who pays him
LOL, I am a LIfetime Titanium Elite. I am already at 90 nights for the year, and will likely pass 110 by the end of the year.
I don’t expect any of the following:
1) elite points
2) room upgrades
3) free bottle of water in my room
4) Trash to be picked up, even if I set it in the hallway before housekeeping starts
5) Lounges to be open
What I do seem to get is morning breakfast (except on Saturday or Sunday) and a smiling face at the front desk. For the last 30 years, Marriott’s points have gone less and less far, and program options to keep shrinking.
“There are so many elites” Could just as well be talking about United 1K’s.
“Bonvoyed” again!
This is awful, I’m titanium and I’ve never been upgraded. Excuse after excuse. So loyalty.
DGOOD
With all of the complaints about Loyalty Programs I read on this site, I find it amazing that a consumer would be loyal to a brand. I do have to admit that my expectations are low: as long as I get a clean room with a comfortable bed, I’m happy. I don’t live like a king at home and don’t expect to be treated like one in a hotel.
Well buddy .. you just made sure 90% of Bonvoy elites are going to stay at another property. That’s the whole point of loyalty and return business. Pinching pennies to lose a dollar. Small mindsets result in small gains. Let’s see how long he lasts in his job especially at Courtyards that pretend to be high quality but don’t even offer a free breakfast.
This GM is missing the point completely. Marriott entices customers and their loyalty by promising certain benefits when the customer books their hotels. And the GM does not honor the promise but is perfectly happy to force customers to pay for something that was already promised.
Having too many elite customers is not a good enough reason. He should instead offer upgrades to customers who are Titanium first and work down the list of Elite levels. Once the rooms are full, so be it.
Lifetime Platinum here, and I only consider Marriott as an afterthought now unless it’s Europe. Marriott quality and service have declined tremendously in recent years, particularly after the pandemic, though it started long before. I’ve been treated better at Hilton with Gold than Marriott with Platinum.
The “lifetime” status seems worthless now despite 12+ years as Platinum and over 800 nights. Marriott needs to decline in order to wake up.
@Retired Lawyer – A bit of an awkward misquote. It was Stalin said that loyalty is the disease of dogs.
The truth is GREED the owners use the Marriott name to generate more money with less service
I constantly hear people relying on (and in my mind misinterpreting) the “if available” section of the terms about upgrading. “If available” does not necessarily mean rooms open and/or for sale at the time of check-in. We all know that the elite ranks of Marriott are oversubscribed, and there’s not nearly enough remnant suites to accommodate every Platinum+ elite at check in. I know that every property handles this differently (and that’s a problem), but in many cases they’ve already determined before you check in who they are and are not going to provide with upgrades. If you’re a squeaky wheel, you might get something they probably weren’t going to give you, but you’re probably going around the admittedly non-transparent process for awarding upgrades. Regardless, to me “if available” means “if we’ve determined that there is upgradable inventory to provide to you”. Why a Plat who checks in at noon thinks they should trump an Ambassador checking in at 4p if a suite happens to be available at that time just doesn’t make sense.
But agreed that Marriott is to blame here. They need to set expectations and create a transparent method of upgrades, rather than the vagueness that currently exists for both hotels and guests.
They are violating the terms of the Marriott agreement
Step up Marriott corporate and enforce or your guests will
“Equity”…..b.s. Does he view guests with NO status and third-party bookers the same as Titaniums? Maybe upgrades should go solely to those folks……for “equity”.
What a knob.
You are graded as a member and receive points so employees know how to place elites above elites.. you have 50 elite arrivals, find the top 5 elites out of the 50 and upgrade them. To do this you run a report. It ranks them based on number of times stayed at marriotts total/past year, how many times at YOUR hotel total/past year. Restaurant charges, room charges etc. Basically you pay more, you stay more. Basically there’s always a handful of checkins that travel 80% of the year. They are the ones getting upgraded, not the casual elite members.
Class action anyone?
This is what happens (amongst other things) when a company spreads itself so thin that they lose touch with the individual properties. What do they expect?
@christian @retiredlawyer had it close. Harry Truman supposedly said, “If you want a friend in Washington get a dog.” As with most apocryphal stories there is debate he actually said that but many folks believe he did. The Stalin quote is interesting yet not surprising.
Another lifetime titanium here. I feel like most everyone else, status is not rewarded and seldom recognized. I started cultivating Choice Hotel membership and got to diamond in no time. It’s been a better experience with them of late.
They are in the business of making money. I have no problem with that.
What I take issue with is selling a status based on perks, but that you can never get anyway.
I have Gold Elite Status. I have never had an upgrade even though they say it’s one of the perks. The staff are told to say there is no availability, but if you try to book a better room online there is indeed availability.
So to me it’s just a dishonest practice of promising something that you have no intention of delivering.
If they have too many members, then they can terminate the benefit or make it harder to get.
Cheating people only work short term. Once I find an alternative that has honestly rewards my loyalty I stick with them.
As Robert Crandall, the American Airlines CEO who invented the Frequent Flyer (customer) program admitted in a TV interview, Frequent Flying / Staying / Buying programs are bait and switch from the get go. They offer free tickets that you can buy with points but there are blackout dates and LIMITED seats (rooms) available. It is _only_ through pressure from high yield customers will ever change that.
Only benefit I ever get from Marriott as a lifetime titanium member is Silver status with United Airlines and a bag with water and a snack if I’m lucky.Credit Card company greed ruined all programs in the travel industry except maybe car rentals.
Mr Marriott has been turning over in his grave for years!
Class Action, let’s do it!!
The points are the only tangible value in a loyalty program. Why? because you can see the cash price and points price when you book, and as such, you can verify the value it gives you. Sometimes, certificates (FNCs, SUAs, F&B credits) can be a tangible award, if you can find ways to use them and verify their cash equivalent. Upgrades and late checkout — anything with the “upon availability” qualification — are not actually benefits and should be treated as irrelevant to a customer’s perception of value. If you can’t guarantee it in advance, then you can’t trust it (it isn’t a real benefit). Once people realize this about Marriott, then they won’t use the program because the points don’t deliver enough value and little else can be trusted.
That manager needs to be re-trained and the property penalized.
I am also Lifetime Titanium, earned from uncounted stays over many years. I still find Marriott to be among the best run hotels in the business, and for that reason they are still my hotel of choice.
I now also choose to stay at Hyatts, as they are also very well run properties. My choices in last 2-3 years to stay at Hyatts stemmed from the issues of Marriott articulated above.
I don’t understand how Marriott corporate nor franchisees think that allowing such erosion of value to loyal customers is good business. It’s short-sighted. Let’s see what happens to their tune when travel tanks again.
This will continue as long as we continue to allow it.
The point that they had the room he booked but choose to tell him he couldn’t have it unless he paid extra is the real problem here and I assure you if that had been me I would have placed call to Bonvoy Elite Customer Service right in front of the manager and had them speak to him right then and there.
IMHO, if this is true, the hotel should lose their franchise/license. Marriott corporate certainly entices prospective clients with a clear incentive for loyalty. If their franchisees do not honor this promise they should be dropped. If the GM made this policy up on his own he should be fired. At the very least this is unethical misrepresentation. I value my status, currently Titanium, and will switch in a heartbeat if this becomes a common practice by franchisees. Marriott, you can do better!!
I am a pilot and have used Marriott excusively for 40 years. They have turned into nothing more than money grubbing mercenary Company that cares nothing about their guest or club members any longer.
I will never use them again. I changed over the Best Western where the accommodations are much better and you are treated like an important client.
I didn’t sign up 15 years ago for Marriott but for SPG. I got merged into this system after SPG got bought out. Marriott has done a crappy job with their loyalty program and points devaluation is just ridiculous. It cost way more for the same room as SPG years. I’m personally looking for a different hotel loyalty program since Marriott has failed me.
Hotels are still hurting from being closed from covid. And they got banks to settle with. So yes these things will happen. Most folks don’t read what they are eligible to get anyway. I wish more knew what they ARE NOT eligible to get. Would make life easier for all concerned. That GM is probably just doing what he is told by his bosses. He probably does not want to have all those conversations with upset guests.
The last Hilton waldorf I stayed at did the same. Upgrade for a price depsite being a diamond member and there were openings.
More reason why I stopped chasing elite programs and just booking what makes sense for each particular trip.
You are all clowns (including Gary) if you think “loyalty” matters. After 35 years of steady travel where I hit around 8 million airline miles (vast majority butt in seat instead of credit card scammers) and 3000 nights in hotels I’m now retired. Have lifetime elite on AA, DL and UA plus Lifetime Marriott Titanium (around 1400 nights there) plus Hilton Diamond and 2nd level w Hyatt, IHG and others.
Anyone still on the hamster wheel is a fool. I fly who I want and stay where I want. If points and miles work great but not loyal to any program.
BTW I don’t ever “expect” an upgrade at a hotel (and buy or book them on airlines). No one is due an upgrade if the business has an expectation they can sell it or get someone to pay for an upgrade. Sorry but you aren’t elite – you just think you are.
If it’s empty, give an upgrade, no sense letting it sit empty all night. As a lifetime titanium elite I will boycott this hotel in the future. Many many dollars went into getting my status at marriott, I deserve something special, they said I would have benefits.
@RW
Marriott and Hilton at the minimum are absolutely not still hurting from covid. I have follow their stocks and earnings calls since the pandemic. In fact these 2 stocks have been extremely resilient compared to the rest of the market. Neither have gone through the dumpster fire of 2022 trading year.
We all know why they don’t want to upgrade. The reason they actually don’t is because they can get away with it.
This is one of the prime reason I stopped doing business with Marriott in 2024.got rid of all the credit cards. Hilton, I’m starting to dump them as well and have mostly abandoned them in the usa. When I look at hotels (mainly overseas) I’m shocked that both these hotels have such high prices compared to all other hotels in the same area and most seem to be better. So I started to question hotel loyalty and ultimately dumped Marriott and half of Hilton.
After many years of business travel literally years of my life sleeping in Marriotts rooms around the country and the world, it is still my expectation that hotels u dear their brand live up to the commitment made when Marriott granted Lifetime Titanium status to me. I’ve experienced these no upgrade hotels and frankly been wondering when the Class Action Suit will arrive. Marriott isn’t living up to what they have sold us on and it’s about time someone holds them accountable along with the hotels that don’t cooperate.
Thos location upgraded me to a presidential suite. I don’t think the room is even offered on reservations. It was awesome. Best upgrade ever!
I just had the same thing with IHG. I booked a Holiday Inn expecting an upgrade because there was an available suite and I literally booked my room at 9 PM so everybody knew that it was not going to be sold for that night, at least. But they didn’t give it to me — instead they told me that on day two I could move to another room, which they could upgrade me to which was called a junior suite but really nothing more than another fifty square feet and a sofa. Blah. I’ll stick to Intercontinentals where they better understand customer service and loyalty, and provide much better perks. Not having a club lounge is a missing piece.
I got a suite upgrade at a high-end European Marriott with my lowly gold status.
Maybe it is less about the program and more about the sophistication and location of the hotel.
Marriott will jip you if they can-you had better watch them ! But in general I have had decent luck with Marriott upgrades, better luck with Hilton but the points don’t seem to go as far
To add insult to injury, Marriott’s definition of “breakfast included” has changed in the last few years. Back in 2021/2022 as a Platnium ot Titanium member I was able to get a real HOT breakfast. I have noticed I’m am only entitled to a continental cold breakfast unless I pay a fee. The option is a $10 credit towards breakfast, same difference.
I don’t know if it’s the same bait n switch for ambassadors, but it’s a clear devaluation.
I won’t chase rewards or upgrades and book what services I desire.
That said, my lifetime status on AA means nothing anymore because their marketing department pushed 40 people ahead of me EVERY it seems .I switched away from AA 10 years ago.
“The last Hilton waldorf I stayed at did the same. Upgrade for a price depsite being a diamond member and there were openings.”
What does being Diamond have to do with anything. The beauty of Hilton, this coming from someone that has spent a very long time on the other side of the desk, is that nothing is guaranteed.
People every day like to beat the desk staff over the head with their Diamond and Lifetime Diamond entitlement but if you read the Terms and Conditions (believe me – I have and I also have no problem printing a copy of it to show to said Diamond member that they can get whatever they want, when they can show me where it’s a guaranteed benefit) nothing is guaranteed.
Early check in – Nope.
Late checkout – Nope
Upgrades – Nope
F&B credit at brands that don’t participate – Nope
Six of everything just because (i.e. pillows/blankets/toilet paper rolls, etc.) – Nope
Breaking fire codes by putting rollaway beds in room types that don’t permit it – Nope
The above are all very common Diamond “demands” that regularly get swatted down.
It’s ALL at the hotel’s discretion and as I’m sure you’re away, at most brands during an evening shift it’s pointless to ask for/demand to speak with a manager because there is obviously not going to be one on duty so that person you just crapped on is the only person you’ll be dealing with all night. Good luck with that.
@ RW – You are completely correct that the GM is doing exactly what they are told to do. People have this idiotic assumption that the GM is some type of all knowing oracle that has control of the entire operation. LOL – that’s funny.
By in large, the one running the show is the one that you the travelling public has no access to – the management company. They are ones that set budgets, allot FTEs – basically they control what does and does get offered by a property and the GM is more or less just the messenger.
With that said, you comment that hotels are still hurting from the pandemic is laughably ignorant. While I would assume there are still one offs here and there, 2022-2024 has been very, very good for the industry as a whole.
Demand is there, rate has been getting pushed beyond belief and labor keeps getting trimmed. Believe me, if you’re hurting right now, you shouldn’t be in the industry.
Am I missing something? He didn’t book a standard room for which then they want to pay for upgrades. He booked a room with the couch and paid for it. They didn’t give him the room he booked. They’re making him pay even though he most likely already paid when he booked.
A bit of a defeatist attitude by the lifetime multi-status member above.
You know, there actually is available information out there about which hotels treat their status guests well, right?
You can frequent those establishments that honor Marriott’s touted policies; and boycott those that don’t.
You’ll get better treatment and reward the places that treat us well. Crazy idea, no?
Sounds like a White Hospitality hotel, the worst of the worst when it comes to elite upgrades. I have everyone of their properties save to file to ensure I never and my company never books a meeting/conference or anything with these tools
[When I look at hotels (mainly overseas) I’m shocked that both these hotels have such high prices compared to all other hotels in the same area and most seem to be better.]
Bob
I’m curious about your favorite hotel chain in Europe? My favorite in the USA is Hyatt, but I was disappointed that at Hyatt regency Etoile Paris my reservation for a standard room on points was rejected even though rooms for cash were available. Since we sometimes have long stays, I’m looking at the Radisson worldwide chain. Any opinions?
Either go FHR or Hyatt none of the other programs are worth it. I’ve gotten more awesome upgrades with FHR than with Diamond at the same Hilton property. Guaranteed 4pm checkout Is what I really care about when traveling for work.
This GM should be fired.
Period. At that level you should understand the brand promise.And not make the customer look like an idiot. Unfortunately there are lots of GM like this. .
Entitled and bonus driven charlatan.Who got appointed by some uncle or friends of a friend. If Marriot corporate doesn’t take care . Marriot will soon be another “has been” brand .
Oh it’s happening already. Marriot owned the hotel at Lake Furtschli in Salzburg where the famous Sound of Music was made. Management ruined it and it was sold now to . Rose Hill. Was closed down for almost 2 years since 2022.
Also a Titanium for life 1900 night still counting.
All of the programs are struggling with the boom in frequent traveler program members. As mentioned elsewhere in the thread, the consequence has been devaluation of the program. Everyone cannot be special. Where things go sideways is that the brands set unreasonable expectations for each tier. Sure, platinum status with Delta makes you eligible for the upgrade, but your chances are near zero. Create more tiers such that the probability of being able to actually use your benefits line up with your actual tier. Manage my expectations.
Failure to manage expectations is costing the brands my money. I’ll buy the first class seat or upgraded room when I need it from a brand with who offers and delivers on the loyalty benefits that I want. I don’t mind paying a bit more to build that loyalty either, provided I can actually use and enjoy the benefits come with the advertised tier. However, I have increasingly found that as a top tier member across multiple programs that I cannot use my benefits. The lower tier “giveaway” benefits like a free checked bag are nice perks.
However, Ambassador status with Marriott got me a nice card, some chocolates, and some rose petals on my bed on my birthday but that’s about it. I haven’t had a room upgrade in years – not even the option to buy-up or bid up. Buy a ticket for two using my Delta Reserve Amex benefit? Nope. Never available. I can’t even use Diamond global upgrade certificates – Delta sits on seat stock in preferred markets so I can’t plan ahead on the bigger lie-flat seat (and any other business class perk is really worthless to me – the food quality or anything else which comes with that seat don’t entice me to buy it).
The net result is I’m just buying what I want/need at the best cost available, especially if I had basic- or mid-tier benefits across multiple brands. I was happy to hit penultimate tiers and then switch brands to rinse-and-repeat for a while – a free checked bag on every airline or some sort of meal or snack perk at a hotel was fine with me. The leap in spend to top tier for benefits I can’t ever use was thusly disincentivized.
It cuts a little deeper now thought because the brands have gotten sneaky with their rules in combination with spend as a means of thinning the top tier herd without making current members of those top tiers too angry. It’s backfiring with me though. I recently purchased two rooms at a $1,000/night Marriott property in the Middle East. It was worth the spend because I needed suites. However, I stayed a couple of extra days in my room and my guest for the second room left earlier. Sometime last August the rules for earning points on a second room changed such that check-in and -out dates had to be the same. No points or spend on the $7,000 I paid for the other room. Had I known that – and Marriott says I got an email about it – I would have booked differently at the same property. Instead, Marriott has lost my business – perhaps permanently.
It costs more for the GM to pay a housekeeper to clean a suite than a room, so it’s not an even exchange to put an elite in a top level suite.
I hope Hilton does not follow Marriott in treating customers like this. In my last two stays I got free upgrades. In Dubai the Double Tree Business Bay upgraded me to a larger king room with view of the Burj Khalifa and in London the Waldorf Hilton upgraded me to a Suite from a standard king bed room.
Go AmEx Platinum for free (real) breakfast, a $100 property credit, guaranteed 4PM check-out and room upgrades once in a while. Makes you a free agent with “loyalty” type benefits.
I was a long time Bonvoy member peaking at Titanium last year before I just gave up on any loyalty to Marriott as there was no benefit me from them. Just cancelled my Bonvoy Visa as well and I now book whatever looks good vs only Marriott brands. Seems like a crazy spiral by them but this has been true since CEO Arne died and the bean counters took over
Domestically, as far as I’m concerned the only Marriott brands you can take a chance on are Edition, W, St Regis and Ritz-Carlton since all but a couple of properties under those brands are managed by Marriott themselves.
JW Marriott, Westin, and Renaissance are probably slightly more than 50% managed by franchisees or third-party management companies on behalf of franchisees. I don’t even consider Fairfield, Four Points, or Courtyard anymore.
Marriott and Sheraton are a toss-up. You can figure out which management companies are the worst and avoid their properties. I find the average Sheraton in the USA to be slightly better than the average Marriott in terms of Bonvoy elite recognition but the average Sheraton has awful club lounges and awful F&B compared to the average Marriott, which has slightly better F&B offerings and more consistent club lounges.
In the Hyatt ecosystem, I don’t even consider Hyatt Place.
The guest was given a smaller room than paid for. They’re due a refund for the stay, as services paid for were not provided.
If the hotel manager wants to play hardball with upgrade rules, the guest should play hardball with the booking contract. They took their reservation and money, and did not provide what they paid for. As the hotel manager likes to say, a refund is the most fair way approach to handle this.
Marriott has lost their touch. After 25+ years of loyalty and platinum for life, I’m taking business else where. Their customer service and horrible family experience in Mexico put the nail in the coffin.
I worked 10 years as a Front Desk Manager in an upscale Los Angeles Marriott. He’s just a dick. Unsold rooms can be blocked. Dick.
I am Titanium Elite for Life/ converted from Platinum Elite for life prior to the SPG merger. Ever since the merger, and change to Bonvoy, Marriott has gone down hill. The changes do not reward the most loyal customers. The changes to rewards is a slap in the face. It seems Marriott only cares about the bottom line. I’ve been denied upgrades when I know upgrades are available. Marriott seems to think awarding me suite upgrade reward certificates actually means something. They mean nothing. I’m supposed to get those upgrades if available. Why should someone with a lower status get an upgrade by using their status and paying? It’s disrespectful to higher status loyal customers. I made a choice to join Marriott rewards over all others. I’ve given them 20+ years of loyalty (at least 18, top tier) and I get no loyalty back. I’ve recently began giving my loyalty to IHG and am accelerating my status with them. I find their points to be a better value. I’ve gotten more upgrades with IHG in the past several years as a medium tier member, than Marriott in the past 6-7 years as a top tier elite for life. Something is wrong with Marriott and it stinks!
Aw the old SPG days. Talk about a company that valued their guest. Upgrades always and I received a phone call to congratulate me when I achieved lifetime Platinum plus back then they started their Ambassador program. Forward thinking company with forward thinking management, till they were not. So sad their CEO didn’t want to lead anymor. If Berry was in charge the good life would have continued. I agree both Hotels and Airlines no longer value loyalty, so why should we. Why not stay at hotels that don’t play games and value your business. If the government would truly force the industries to compete instead of allowing the competition to go away by mergers we would all be better off. Starwood was scrappy and knew if they had loyal following they could kick some butt. They weren’t always convient but they rewarded you for making the effort to find and stay at one of their properties. Hilton Marriott and IHG don’t have to work that hard and we should all take note. Hyatt does have to work to get us to stay at their properties and it shows in their consistent level of superior perks and service. Just like Starwood use too. A few get greedy and loyalty means nothing anymore. What a sad world
That hotel is essentially all defense contractors working the Pentagon and surrounding buildings, and they’re all connected by the subway and underground tunnels. Everyone there is elite. If you want upgrades, stay at the Sheraton Pentagon City and take the bus to work instead
If a management company or a GM is going to.”opt out” of the terms of the Bonvoy program there should be more transparency about this at the time of booking. Members can then vote with their booking. I don’t assume I’ll get an upgrade—especially at a property like a courtyard Marriott but would be ticked off if there was inventory that they tried to extort extra cash from me at the time of check in when the terms of the program clearly state I’m eligible if available. Even better, publicly post percent of elite upgrades at a property when inventory available on the Marriott site for all to see. Let the transparency and market drive the right behavior. If they’re going to whine that they have 50-100 elites on site per night that might change pretty quickly when their 0% upgrade rate is published.
I am an Elite Platinum with Marriot. During my transfer from my SPG I got enough points for a lunch vs. several nights. Now, I consistent get the Shuttle room, first floor next to the elevator, then I have to go downstairs and explain it to the staff that I actually know the difference. I ran into situations were I was ask to leave, but mentioning that they will have to call the cops calmed them down. This is primarily in update Northeast while in business trips. You would think that they are happy to see someone willing to do some business in their area. It is sad and disarming to the point that I do not mind arguing to get what I deserve. Nothing is free anymore..
I don’t see this as a problem. I see this happen across the industry and airlines. I’m a Titanium member, and appreciate that I get upgraded every once in a while, but also understand that there are a ton of other elite members vying for upgrades. I wish hotels would offer more reasonable upgrade prices for the times that I would like an upgrade- traveling with my family, etc.
If it’s the GM’s call, then they should be required to advertise when they are booking. I guarantee that he would not have to worry about “to many elite members” staying at that property.
Also, for elite members, make sure you leave a review and note that. This way you can warn others.
I have lifetime platinum, but Marriott blamed me for their error of not using my Chase certificate and instead taking my points. I now am looking more at Hyatt and Hilton both which have treated me much better.
There is no such thing as an upgrade at a Courtyard. All rooms are equally mediocre. And if you’re in Washington, your expectations should be based on politics. DYKWIA is left to the DC staffers.
Just keep hitting these clown hotels with bad reviews. Mention the GM by name in each review. It’s an effective recourse.
Julio – Hilton treats Diamonds like kings outside the US because you actually have to earn Diamond if you’re not based in the US. Here, everyone and their dog gets it through credit cards and it’s virtually impossible to get an upgrade.
Although, surprisingly, we got upgraded to the absolute best room in the house at a Hilton property in Missoula last month. On a free stay, to boot.
Seems like it’s been at least a year now, when I book a room, I get a prompt to ‘upgrade’ my room for ‘Only $X’. I decline. I use the mobile check in, and then get the room I reserved. Rarely get an upgrade. I get to the room, check the hotel website, and they still have inventory of upgraded rooms.
I understand the problem but as an ambassador it cost us a lot to get to that level. I noticed in Canada they upgrad much more often then here in the states. I’ve also noticed that my points don’t grow as fast as usual do to less promotions. I’ve been with marriott for 10+ years I hope they can figure this all out before I switch to another group.
This whole thing appears to be “bait and switch”. I would start complaining to the FTC and one’s federal representatives. Like the “resort fee”, it’s all about telling the customer one thing and then doing something else.
Smoke and mirrors false promise that loyalty entitles you to an upgrade, except that you are not ever entitled to an upgrade. The fine print exceptions swallow the entitlement rule……
And consumer protection agencies don’t care to protect the hotel guest.
Stop talking about it. WE MUST LEAVE. When it starts hitting them where it hurts they will have to decide: stay the course for the hotel owners or provide what was promised and lose a few dollars.
Let’s just leave!!!! It’s the only way. Until they see a dip in revenue and fire the guy in charge of this shit show, nothing will change. Leave!! Let’s all do it on the same day!! Start the clock!!
Looks like a class action lawsuit in the making!
Exactly why I stopped worrying about Marriott elite status and just get an Airbnb that’s cheaper anyway.
The only real bonus of Marriott status is the early check-in and 4pm checkout
I’ve long been over my sense of upgrade entitlement and my other First World Problems. Airlines and hotels are businesses that care only about yield management, with or without the elite status members. When everyone is elite, nobody is elite
With the state of the travel and hospitality sector these days I’m simply content to arrive with my baggage on time, even in a tight legroom seat and CRJ overhead bin.
By the time I get to the hotel I’m too tired to care much less argue about an upgrade to a slightly bigger room or a suite sofa that I won’t have reason to enjoy because I have hours of work to do at the desk before bed. Just make sure my Wi-Fi connects.
Free hot breakfast? Congealed liquid or reconstituted powdered egg is not that appealing, even with my favorite hot sauce. Coffee and a granola bar and I’m off to my customer meeting.
My points are for fun, not for my ego.
Marriott
Ambassador’s are supposed to be upgraded as well, that the highest category, it was fine at first, now they send an email three to four days prior to arrival and try to sell you an upgrade.
I too started out as SPG and dreaded the acquisition by Marriott. The program has been devalued significantly since then. Even with lifetime Titanium and some years Ambassador status, upgrades have become next to impossible. That’s why I’ve switched over to Hyatt. On paper it is the best of the big hotel rewards and the closest to what SPG was. The selection of hotels is not as good as Marriott but you’ll definitely feel better rewarded for your loyalty. You’ll feel it more internationally rather than in the U.S. but at least you have certain guarantees with Hyatt, especially with Globalist status. I’m also diamond with Hilton but it has become a joke. They seem to be giving everyone easy status and their points are essentially worthless relative to Marriott and Hyatt.
I do agree with the FHR comments. Sometimes that is the best option but I find that the rates are jacked up vs other booking channels so you’re kind of paying for the rewards in advance and the upgrades aren’t necessarily guaranteed. I’ve noticed I’ve had a ton of negotiating power whenever I use this to eventually get upgraded even if initially denied.
If anyone believes the hotel industry is still hurting from COVID hasn’t stayed in a hotel over the past year. The gauging and rate increases are insane.
A room that cost $125 pre-Covid is now well into the $300’s. At first I was OK with this as innocently believed they had to play catch-up, but seriously enough is enough. It’s not inflation and certainly not higher labour costs… Let’s get room rates back to reality.
I’m not naive, Removing loyalty, Removing relationships with customers, Increasing rates is all about short term, building relationships with shareholders. Eventually people will push back!
I am a lawyer. I have three words for the Marriott’s Courtyard Crystal City/Washington National airport: “Class Action Lawsuit” based on fraud in the inducement.
I have a friend who was staying at that courtyard in arlington and her hotel room got burglarized, with significant indicia that it was an inside job. I wouldnt stay at that location if i got the presidential suite for free.
The GM response is ignoring the most vital piece… that he booked a certain room at a certain price, then when he shows up, is being asked to pay an upgrade fee to get that room.
This is not just shady… it’s illegal.
Absolutely not. This guest was absolutely mistreated. I work at a franchise Springhill Suites hotel by Marriott. We participate in Marriott Bonvoy completely still. As a Titanium member we do our best to accommodate the booked room. While we do not offer upgrades at my property, we do adhere to program benefits. He absolutely deserves a refund for the room being downgraded. Bonvoy program benefits state for a Titanium member if room is not matched he gets $100 cash as well. If he complains to Bonvoy they can force the hotel to compensate him for the mistreatment and non-adhearance to program can receive a fine to the hotel as well.
Same thing happened to me. The term did said upgrade is “based on availability”. However they told me it’s available but for a fee.
I’m a lifetime Gold member, never saw an option for any lifetime above Platinum. But anyway like some others say, just give your business to the branch that takes care of you. I’m overseas typically in Asia and the Middle East, and these Marriotts treat me like a king. Always top floor, best rooms. Even I’m a low Hyatt member, the Grand Hyatt in Dubai is truly amazing with reasonable prices. Always a beautiful suite for me.
Delta Hotels in Canada had the greatest loyalty program on the planet. It was folded into Bonvoy whe Delta was bought by Marriott and the program now stinks.
@Julio your luck is that you’re using Hilton outside the US. In the US there are so many Diamonds that upgrades are scarce and the breakfast is included like outside the US but a credit that is you’re lucky will cover half the breakfast cost. That being said in London recently I was told because I had checked in on the app they couldn’t upgrade me – go figure! It was 10pm and they were still selling higher class rooms so clearly there were plenty available! As for Marriott I’ve had mixed luck with upgrades as Titanium but usually have to push for it, certainly it’s never offered whereas as Hyatt Globalist it’s often done even before arrival and shows up on the app, if not usually the front desk will say they upgraded me. If there’s a tight inventory personally I think they should base it on nights stayed the previous year to earn status – there’s a big difference between getting Hilton Diamond through CC Vs staying 90 nights as I did last year, I also had 132 nights at Marriott (though didn’t meet the crazy 23k spend to get top tier) yet there’s no differential in your upgrade chances etc. Vs someone who’s stayed half that – I doubt their IT has the ability though
Loyalty programs have bastardized themselves by making it too easy to gain status. If they focused on the true travelers with their tier system, then they provide better service of benefits.
Used to be gold at Hilton. Perks got so useless, stopped being loyal to any brand
Just pick best hotel based on location, price, reputation etc
The fact that I’m lifetime titanium and go out of my way to avoid staying at Marriott hotels should tell you all that you need to know. I hope they keep working to appease their owners. These People are like some of my dumbest customers. They’d love to make a higher margin without thinking about whether there’s going to be any revenue to apply that margin against. 90% of 0 is not as good as 20% of something. Fools
That hotel is literally one of the worst Courtyard properties I have stayed in. Super outdated, dirty rooms, and just overall not a good place holding the Marriott name. I wouldn’t dare pay for an upgrade here, it wouldn’t be worth any of the money offered for it. You’d be better off staying at another property.
I have tried to avoid this property as much as possible as the article is accurate. Several points to consider today.
1) I am an LTP, (lifetime platinum member), which and have close to 1,300 nights. Marriott moves the goal posts, and now I must be a Titanium to get the upgrades. “Lifetime” Titanium is a whole other story…..
2) We have watched Marriott take prices through the roof over the past three years. Based on the simple law of supply/demand what has shifted? I believe that government is putting illegals in hotel rooms and forcing the same number of travelers into fewer rooms. The guy that used to stay at a 40-year-old-two-star hotel, no longer can, because it is full of illegals. I would like to know how many hotel nights annually our government is paying for, which will prove why we have inflated hotel prices.
We appreciate upgrades we are given when we ask if any are available. We obviously especially appreciate that when they are free, however we don’t mind at all paying up to $50 more, especially if it’s for a room we never otherwise afford. We recently were booking into a Vegas room and paid $30 to upgrade to a room that took our breath away it was so fabulous. It allowed us to feel the thrill of living in million dollar plus high rise condos. The regular room was still a bargain at about $100 per night, but to get the fabulous room for $30 more was a dream come true.
I don’t stay at many Marriott’s or Hilton’s because of their crappy loyalty programs. This article just re-confirms that.
Lifetime Titanium who now avoids Marriott when possible. Over the years I intentionally stayed at Marriott to earn status, instead of less expensive alternatives, based upon the promise of future upgrades and ancillary benefits once I achieved elite status.
I used to get treated better as a Platinum than I do now as a LT. On the rare occasion I stay at a Marriott I file a dispute with my credit card if denied an available upgrade or breakfast benefits
When staying at a select service hotel I never expect an upgrade. These are the less expensive hotels. Fairfield Inn, TownePlace, Courtyard, Springhill Suites, Residence Inn, etc. they really don’t have much in the way of special or upgrade rooms. But as a titanium I am upgraded more often than not at good full service hotels.
Being silver, gold. or even platinum is not high enough to ever expect an upgrade …. But you do get some perks.
Seems everyone wants to think they are more special than they really are now a days.
To get the best benefits form marriot hotels u must be in Asia region u get the best of the best here in USA before the pandemic I was getting a under $ 100 rates on the pandemic lower and after the pandemic same properties I was paying $ under 100 now is $250 and they suck.i wish one more pandemic so they can pay us to stay
Time to chance to Howard jhonson
The difference between Marriott’s marketing speak and what they actually deliver is comically vast. Maybe Marriott should try setting reasonable expectations.
I switched to Hilton after being a long time Marriott faithful. The service has declined for Marriott and although I never cared about upgrades, I was bothered that I could rarely get a late check out.
Hilton never gives me an issue with late check outs and their staff is much nicer!
We travel a lot and had the same issues. I always double check the Marriott app/website and make sure an upgraded room is available. If they refuse to upgrade me, I point it out. If they still refuse, I ask for a manager (even calling over the phone if one is not available). I know the front desk is only doing what they are told but there are plenty of other hotel options out there. If they are apart of the Marriott brand, they should adhear to the benefits laid out in the membership program or go completely independent.
I am no longer a loyal member to Marriott for the simple reason that they do not value their members for their loyalty. I switched over to Hyatt 3 years ago and I am very happy with their loyalty program! With Marriott starts losing loyal members they’ll finally get the hint!
Yet another reason to avoid Marriott hotels. What an attitude! “It’s too much work to upgrade elites”. Hey, no problem, Hilton strives to upgrade their loyal HH Diamonds. But my attitude of ‘no expectations’ still serves me well. I book the room I want and am thrilled with an upgrade.
As an ex spg member with 6 years of platinum years, I have stopped chasing the 10 year mark as soon as Marriott took over. The points inflation, lack of upgrades and amenities depreciated the value in being a loyal customer. I’m glad I stopped chasing and most people should.
It’s this simple: Marriott should have thought this entire process through before making promises it can’t keep. They now deserve whatever backlash they get.
I am Titanium elite this year, and I have rarely used Marriott properties unless I had to.
Almost Golbalist at Hyatt. I have heard great things about the program.
Not concerned an iota about losing my Titanium status (useless except for free breakfast which I can still get if I stay in a Marriott property).
Marriott did not have my 40+ night stays so far this year. And not the 60+ next year. Or the next.
I am voting with my feet.
If I was the attorney general I would be very interested in hearing more about this. To me, it sounds like some sort of lawsuit.
I’m a 25 year Army Officer and a globetrotting Lifetime Titanium member here. I have only experienced this type of disrespect in the USA…. where capitalism is KING! From Tokyo to Montreal and Amsterdam to Budapest… you will NEVER experience these forms of disrespect. When customer satisfaction is no longer your priority…AND… the shareholders only care about their dividends, this is the result. My most recent example of this took place in Denver, at the Ritz Carlton. My sons and I were laughed out of the lobby of the Ritz, because I had the audacity to ask if any upgrades were available. “Yes, for $650/night.” I then asked about my Titanium amenities. “NOT HERE SIR! Everything is at an extra cost here.” I then called my Ambassador, who called the hotel manager directly. The answer was still, NO! I canceled the reservation immediately and booked at the Westin (where my family has always been treated with dignity and respect). As usual, they showered us with upgrades and extras that are commensurate with my Elite status. It was a sad day when Sheraton sold out to Marriott, because this is the result!
-Dr. M
These stories resonate. I stayed at a Marriott property while my house was being renovated due to flood damage. During that time, I stayed at other Marriott properties for business. I stayed and paid at both, Now, they are trying not to credit stays.
I am looking at other programs and properties to switch my loyalty. Feel like this is bait and switch.
@Meserve
Your first sentence tells me all I need to know about you.
Thank me for my service!
I hope they had the Honor Guard awaiting your arrival at the Westin.
Marriott titanium here. My biggest complaint is the points required to reserve a room. They have gone away from the tier/class system, which was so helpful before. All of these points barely cover a week’s stay. Also, I have 10 suite rewards, which I have never been able to use because they do not apply at all hotels, obviously. So, that is useless also. Loyalty programs means something to me, however, I feel like they are weaponizing the points by not honoring upgrades.
Here’s an idea… Only upgrade your two highest level elites… Ambassador and titanium. Everyone else gets no upgrade or they can upgrade for a fee.
And while they are at it, get rid of that stupid sign at The front desk which says elite check-in, which includes everything from silver all the way up to ambassador. In large hotels, those lines are the longest… They have to make the cut somewhere… It should be ambassador and titanium only.
Hence the reason I switched over to Hilton.
Thanks Marriott for helping my make this decision. Now you’ll get none of my business.
Some of these comments are shocking. People saying they just accept what Marriott corporate is willing to do and dont even care if their room sucks or they cramped on a plane with no leg room. That type of “conditioned acceptance” is what they are banking on. Marriott ruined SPG. We recently stayed at an Autograph collection hotel with barely any amenities in the room, their espresso machine was down and they couldn’t figure out how to bring hot milk with room service. I had to be a bit of a jerk to get a room on a high floor (which is what i booked) as we arrived late in the evening. Magically one opened up. The rate was $600 a night. I have learned to book the room I want, I don’t think i have had a decent upgrade with Marriott since COVID which is still their excuse for lacking good service and amenities/
Just became a Lifetime Platinum on Friday. Domestically, the late checkout is the primary benefit. Europe and East Asia treat guests very welll, including Courtyards which are much nicer overseas – my least favorite brand domestically. US is.definitely hit & miss for Bonvoys at mid-level – Marriott in particular. Have had good experiences at Renaissance and Sheraton.
If all elite members would stop running around thinking that they are entitled to everything that they deserve, which with all the travel they do do they are appreciated and recognized for their loyalty but they walk around as if they are entitled to everything down to a simple bottle of water. They rob at the industry regardless of what the requirements are it is based on availability now getting a downgrade is downright wrong however they’re not entitled people are more than the next guest if it’s available you get it if not you don’t. Charging for an upgrade absolutely I totally agree.
The question is simple…WHY ARE YOU STILL STAYING AT MARRIOTT PROPERTIES?? Ever since their CEO declared war on Elite guest by proclaiming they were giving away too many perks to Loyal guest…I have totally avoided MARRIOTT
There are way too many other choices that will welcome you with open arms….just be smart AVOID ANY AND ALL MARRIOTT PROPERTIES
Their upgrade policy has nothing to do with the fact the guest paid for a specific room, wasn’t given that room, and was told he had to pay an additional fee to get the specific room he paid for. I hope he sues.
i was titanium member for years
i was in corpus christi and had bed bugs and switch rooms which had bugs in the morning and all they was chqrge me for room then gave me 40000 points for my troubles i used to stay over 75 nights lucky to stay 10 days now
Way around this- contact the night auditor a day in advance and tell a white lie that it’s a very special occasion for you and your significant other. It’s always worked for me. They are much more likely to accommodate vs the GM as unfortunate as that is.
Marriott has been over promising and under delivering for about 5 years now. I have run into GM’s making up their own upgrade policy more and more. They are frustrated w what they get back from corporate for the upgrade, especially the ones that are franchises. I’m not going feel sorry for them and I’m sick of the tasteless fight at the front desk. You have availability? Then upgrade me, end of story. Marriott needs to fix this. I go to IHG, My name is on the welcome board, upgrade handled, same w Hilton. Marriott- no class
I am Gold bonvoy and recently stayed at a courtyard, I called corporate with Marriott made complaints and was locked out of my account! I had to call customer service bonvoy to unlock, they closed all complaints and said you received too many free points into your account which I deserve because of similar problems that were mentioned-I had to pay for upgrades at Element, All. Marriott hotels include Ritz Carlton in Hawaii are so greedy and Class Action should be done NOW!
I was deciding between adding points to my Marriott or Hilton account. Msrriott’s attitude has made it a simple decision.
Honestly the best “loyalty” program these days is OTA, namely expedia. Just get the cheapest room with a coupon and get your cash back. You’re rarely getting upgraded with the hotel program. The pendulum is swinging
Too much consolidation means too many people competing to be important at too few chains. Also the ability to get points from credit cards mean people who even stay/fly climbing the tiers.
The only solution is better marketed guaranteed and optional perks for each tier. And maybe a “surprise and delight” option – each day five reservations made through their site more than a month out by loyalty members get a free upgrade or something. Imagine the word-of-mouth you’d get from that.
Either that or there’s a leaderboard and hard caps on the number of people in each tier in a given quarter.
*typo …mean people who don’t: even stay/fly climbing…
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.