Marriott promises that if an upgraded room is available for the length of your stay when you check in, then it is yours free if you’re a Platinum member or above. But that’s not actually how Marriott upgrades work.
Obviously, advance confirmed upgrades are done first (‘nightly upgrade awards’). These let members express priority for upgrades on a limited number of nights each year, getting ‘first dibs’ so to speak. You pick the room you’re willing to accept for your upgrade, and if it’s available as an upgrade in advance then Marriott will attempt to confirm it through their own central systems in the days leading up to check-in.
However, even that isn’t ‘if the room type is available for sale then it’s available as an upgrade’ the way that Hyatt’s advance upgrades (which can be confirmed at booking) work. Instead, Marriott upgrade inventory is rooms that they’re certain aren’t going to sell at the last minute. So there may be junior suite or ocean rooms available for sale, but you still won’t get them with a nightly upgrade award.
When you check in you’re supposed to get available rooms as an upgrade, but generally there are no available upgrades, ever, except when there are more upgrades available than elite guests. That’s because upgraded rooms are usually assigned prior to guest arrival. And if you wonder why you don’t ever get them, it’s either because the hotel doesn’t follow Marriott procedure… or because Marriott doesn’t think you’re very important.
At full service brands that are included in the upgrade benefit, properties receive a recommended order for upgrades out of all members eligible. Marriott keeps the criteria secret, though generally it’s Ambassador > Titanium > Platinum. What they don’t share is how they rank-order within each tier.
[T]he algorithm in GXP (Guest Experiences platform) arranges all guests arriving for each particular day and gives us insights about them one of which is an upgrade dashboard. The dashboard arranges guests arriving that day on an internal points system as to who are the most “valuable” guests to upgrade. Associates at the FD typically just run down that list after NUAs are awarded until upgrades are gone.
By the way here’s a Marriott Bonvoy ‘owner’ card which confers Titanium status. Owners are supposed to treat other owners with extra courtesy.
Marriott Bonvoy’s terms don’t actually reference an airline-style upgrade list with hierarchy within each tier that the hotel is supposed to follow. The way upgrades are described is that they are first come, first serve at check-in for rooms that are available (including being cleaned) when the guest arrives and aren’t booked by other guests for the entire length of the stay.
As I’ve explained before one trick hotels use to avoid upgrading elites into suites, which are more costly to clean, is just to not clean them until they’re booked by a paying guest. That way they are not ‘available’ for upgrade.
Presumably more nights and more spend prioritize one guest over another within their elite tier for how hotels are supposed to assign upgrades. An infrequent guest who merely has lifetime status might be lower-ranked?
Although at Hyatt that’s not the case at all. Lifetime Globalists outrank mere Globalists. On the Hyatt version of the recommended upgrade list, Lifetime Globalists have a separate elite tier designation (“LGLO”) versus Globalists (“GLOB”). Lifetime Globalist is a higher elite level with Hyatt.
I have lifetime titanium status with Marriott and average 90 nights a year in their hotels, have not gotten a suite upgrade since 2020, and these days a free bottle of water as an arrival gift is rare.
I frequently visit specific Marriott hotels simply because the staff treats me well. I generally book months in advance, relay my preferences, and am told if any options are available. Expecting a complimentary Titanium upgrade is a non-starter, as many hotels no longer try to accommodate those requests. Occasionally, I’ll be able to use an SNU, but usually on one-night stays. So, I’ve established relationships whenever possible, and I’m willing to pay a nightly upcharge to know in advance that I will love my room. And, if no options are available, I book the room I want. If you’re a die-hard “T&C I’m entitled to an upgrade” Marriott customer, this concept won’t work for you, and you may find yourself continually aggravated..
The entire Bonvoy program boils down to “Marriott promises X. But that’s not actually how Marriott works.”
One of the first rules of business is never give away anything you can get perfectly good money for.
Marriott sucks. End of story.
The elite status illusion keep those cattle/sheep coming chasing the cheese
Heads in Beds body in/body out
Grab their cash show them the exit door by 11:00 AM
Next dumb customer!
Fools doing 100 nights a year lol
Marriott Brand elite standards
Offer crumbs and pop tarts for breakfast
No suite upgrades
Deny late check out
Eliminate free water in disguise as the green movement
Don’t change duvets for months unless you see serious stains
Overcharge on revenue underdeliver
Keep devaluing points and increasing point amounts to redeem
Thank you for your loyalty suckers!
Of course, we don’t know if this is across the board or whether it’s limited to Marriott-managed properties. Can all properties, including franchised or licensed properties, worldwide see this purported upgrade list? And are hotels required to follow it?
@Dwondermeant sounds like Hilton. There will never be any change until a few large corporate players make a huge deal out of their travelers being denied benefits. Until then people will just complain about the program yet keep on booking. If hyatt could ever up their footprint Marriott would be in trouble.
Having experienced both, I would say that both approaches have plusses and minuses and perhaps would work best if it was possible to confirm and waitlist. Hyatt suites are the better benefit in theory, but if you’re trying to book close in (less than 6+ months) the Hyatt suites are usually not available, so you can’t even waitlist. I’m probably not going to end up using any of my Hyatt suite upgrades.
they almost always get me upgraded rooms or suites. that’s why I stick with Marriott.
There are loopholes for hotels to not honor the upgrades. Here’s one:
https://milestomemories.com/marriott-playing-games-hong-kong/
Gary,
You’re regurgitating stuff you’ve already written about.
The reality is that in the USA status means little or nothing. Service sucks and they’re not interested in giving any upgrades. If you travel overseas, you will find that you are treating much better and upgrades are more regularly available. In the past 12 months I stayed at 15 to 20 different hotels across the world and only at USA hotels (fortunately only three times) have I not had an upgrade. I also find that I am looked after extremely well, recognised for my status and have never had to actually ask for an upgrade.
Adam,
Marriott defrauding elites out of promised benefits is big news and an ongoing problem. I’m glad Gary is giving this matter the attention it deserves.
The secret to upgrades is a conversation with the GM well before you arrive. I’m a lowly Platinum but I receive significant upgrades at least 40% of the time. I’m not talking about an upper floor or better view. It is possible to obtain an upgrade at check-in but those are uncommon.
Silly me, andI thought the caste system didn’t currently exist in this country !
Just checked in at the Westin Savannah. No upgrades for a 1 night stay, though there are plenty of rooms for sale on the app… I’m leaving first thing in the morning otherwise I would have booked a nicer room. But that’s not the point….
Busted my ass to get to Starwood Platinum and then Platinum for Life. And it was beyond wonderful. Worked the system back in the day with lots of help from you, Gary. And then Marriott took over and that was that. I was a dentist and we manufactured points from lab and supply costs on credit card. Did some mileage runs to get to PFL. In the last years, other than a wonderful suite upgrade confirmed in advance at the St Regis Deer Valley, it’s been worthless. Easier nowadays to transfer Chase points to Hyatt for my stay. No longer loyal to Marriott as they are clearly not loyal to me. And with Hyatt, I will often book an award stay and ask the hotel what the daily charge will be for a suite upgrade. End of story.
I’m a lifetime platinum and I’m told – “good news, we upgraded your room.” Then you get to the room and realize that the upgrade is having a private bathroom.
In my experience, I only get benefits from platinum when traveling outside the US.
Marriot is the American airlines of hotels.
Titanium Denied upgrade at JW Marriott Dubai. No availability he said but associate in training said yes there is but then recanted and the other guest relations employee waited for us to challenge it but also knew he was caught in a bold face lie. He physically shrunk in his chair… I laughed. We accepted his humiliation as consolation prize. The room we were allocated was still huge. And the executive lounge is better than any restaurant, except maybe the Indian food restaurant in the hotel. It’s the best Indian food period. Anyway that’s my story…
I just returned from a 3 day weekend stay at the St. Regis Miami Beach. I had an ocean view awarded room booked, paying with points and a 85k certificate. I did request an upgrade using 3 of the 5 nights allowed (AMEX Bonvoy Brilliant). I was upgraded to a two bedroom ocean front suite. No complaints.
Never an upgrade We are platinum members Marriott has become just like Comfort Inn, nothing special Used to be a great chain, now it’s only ordinary No reason for loyalty
My international upgrade success as a lowly Platinum has been great. Two of every three upgrades has been into a suite. US domestic has been a joke, though.
I too have lifetime Titanium Status, have stayed almost 4000 nights and I can’t remember getting upgraded including when trying to use the suite upgrades in my account. They are a joke as each year they expire without getting used. No purpose to try in a lower end Marriott property (FF, SHS, TPS, etc) as you get nothing better than what you have. Marriott needs to go back to doing the great job they did pre-covid, policing licensees, making them remodel old hotels or lose the license, AND stick to allowing upgrades as noted in policy.
I’ve been a Marriott “customer” for many years (too many) and am a “lifer” – Lifetime Titanium Elite. When Marriott took over Starwood, the entire loyalty program was a mess for years. However the past one-two years, Marriott (at least with me – and maybe it has just been sheer luck) has upgraded me on almost every stay. And these aren’t always the high end hotels (one was a “Hotel Trio”). Though I’m not one of the people who expects/demands upgrades – I never ask but my past several stays it’s been offered. I realize this is unique (and I’m not making it up) and I agree that getting Marriott properties in the past to do anything is impossible. In fact, I stopped going to Marriott because Hyatt offered so much more and actually seemed to care about their customers; but the Hyatt footprint is too small. As a result I gravitated to Hilton but their program seems to me to be the absolute worst for points, value, upgrades, etc. But because Marriott has been nicer (I can’t believe I’m saying this), I’ve gravitated back to them… And because I’m traveling a lot to smaller towns that don’t have a Hyatt footprint…
Simple. If everyone is an elite than nobody is. I laugh when i see hotels that post how many ‘elite’ members are staying on that particular night…about as reliable as ‘sorry, we dont have any upgrade rooms.’ Best to develop a relationship with gm directly, explain how you will be staying approximately x nights a year, etc. Even that is no solid gurantee but it can help
A little perspective is in order here, as a lowly Marriott Gold Elite, who does not recall recent room upgrades, also lowly Gold Elite with Hilton, which does regularly upgrade my room, but so far never been to a suite. I always compare available rooms across all properties in the area, and pick the best deal for what I like. That includes “higher floor”, “whatever view”, near elevator in large properties or away from elevator if worried about noise, on parking lot if driving trip, etc. So whatever I want and get is exactly what I booked. Including if for some reason I should want a suite. Sometimes, the upgraded room does not fit my wants and needs on a particular trip (imagine that!), so if I am concerned I will ask for particular room situation at check-in – and always gotten exactly what I wanted with no extra charge, whether at roadside motel or the Peninsula. Gold gives me bonus points versus non-status guests – and I still sometimes pick a slightly higher rate that doubles or whatever the points earned. The hotel is providing a service to me, so I book what I want, EVERY STAY, and always enjoy my stays, not me spending years trying to maintain status for uncertain benefits according to the hotel’s rules! (Both Gold status are a benefit of a credit card I carry, not the result of chasing status.)
It all started when Marriott decided to change the STARWOOD GOLD MEMBER PRIVILEGE after buying this wonderful hotel company.
We were downgraded with the change of late checkout from 4pm to 2pm.
When I tried to reach them to explain the situation and frustration for lifetime gold member, I realized that this company does not care about customers and represents the worst part of this industry.
Platinum here. I’ve had several suite upgrades in the past few years, mostly at properties outside the USA. I travel to a lot of places, and the thing that keeps me coming back is that there’s usually a property in the Marriott portfolio somewhere near where I’m traveling. Can’t say that for the other major US hotel chains.
Upgrade is a joke they play on there customers , they do not care about a promise ,/ any where in the US I go .