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.