Marriott Hotel Caught Manipulating Its Inventory To Deny Elite Upgrades [Roundup]

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About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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  1. “Mask row” -> thought you were talking about a new AA seating policy. Could be a pretty good money maker; charge the pro-mask people money to sit in a “mask row” and charge the anti-mask people money to sit in a “no mask row”. Someone tell Doug!

  2. Re United, SEE ALSO: Will fire those who applied for religious or other exemption.

    Purely despicable action. Morally corrupt and inexcusable

  3. No shock about a Marriott playing fast and loose with award inventory. Not like we haven’t seen Hiltons and Hyatts engage in similar shenanigans.

  4. What exactly does the hotel get for all their work in blocking customers from getting a room upgrade? It’s like airlines. If the flight is going to be 3/4 full, what difference does it make to have a full first and a few more empty seats in economy so you can keep brand loyalty? The operational costs for the hotel wont change if they upgrade a customer to a nicer room. Makes no sense to me. If the room was likely going to sit empty anyway, you’d think they’d be happy to upgrade and gain customer loyalty.

  5. I am Ambassador elite member and I have experienced not being upgraded to suite level also especially during the covid outbreak . I have continued to travel and utilize the Marriott hotels and often told that no suites are available. They have issued suite night awards which expire annually and I have never been upgraded to a suite using these awards. The customer service states that these suite awards are determined and awarded via the computer, This doesn’t make much sense to me . Marriott needs to have a better system to reward their loyal customers .

  6. When you know there are award rooms but they don’t give them out. I have called the hotel directly and asked for to reserve that type of room being told it is available. And then used this information saying John just told me 4 suites were available, you are the John i spoke to.

  7. @Michael Martin – when you spend $20K+ in a year with them ($14K this year) continually, and accept a lack of benefits and not sticking to the Bonvoy T&Cs…you foster them getting away with it.

    Vote with your wallet.

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