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.
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