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’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…