I just returned from a trip to Hawaii. I used points for the 7 night stay, and then upgraded my room for an additional $100/night (even though I'm platinum I would rather pay for the room I wanted instead of taking the chance I'd get the free upgrade).
A week after checking out of the hotel the points were added to my account for the stay.
This did NOT include the $700 I paid for the upgrade.
I contacted Platinum Customer Service and explained that I felt I should be getting points for the money spent at the Marriott Hotel.
I was told by the CSR that the money spent on the room upgrade did not count and no points would be given for this.
I requested she point this out to me in the T&C and after 10 minutes on hold she came back and said she could not find it in the T&C but she asked a supervisor and he said no points are to be given for this. I explained that if its not in the T&C I should get these points, but she said it is not negotiable.
I asked to speak with her supervisor and was put on hold for another 1/2 hour before I hung up.
Has anyone heard of this or has anyone received points for a paid upgrade?
I have only ever paid for an upgrade once, on a points stay at the Marriott Monaco 6 years ago, to ensure I didnt get the football pitch view. It pained me but I didnt want to take the chance on no upgrade being available when I checked in. I did get points on the upgrade spend because at Marriotts both the room rate (the money paid on the reservation, for redemption that's only points) and incidentals (whatever non 3rd party stuff you sign to your room) qualify to earn points.
Coincidentally enough, for the second time in my life I'm going to pay for an upgrade, this time I'm spending the first couple of nights of my honeymoon at the Ritz in Toronto on points and am paying to upgrade to a club room. I will NOT be expecting points as Ritz only awards points on room rate and the room rate is the points element.
Long story short, upgrade fees qualify at Marriotts, JW, Autograph and Ren's because they award points on both room-rate and incidentals, but not for any other brand, and yes, I am looking accusingly at you, Courtyard!
I had a big go-around with Marriott over this in Jan when we stayed at the JW in Desert Springs over New Years. Email from Marriott CS:
>Thank you for your reply.
>When you are staying on a paid rate and also pay to upgrade your room then you are eligible for credit however, when you stay on a reward redemption stay the and have your room upgraded these charges are not eligible for point credit.
>I apologize for any inconvenience and thank you for your understanding.
>Thank you for choosing Marriott.
>Internet Correspondence Specialist
>Marriott Rewards Guest Services
Some solid responses here. This is good stuff.
That's unfortunate. meaton, and thanks for taking to time to share this with the Insiders community.
If you'd like, I'd be happy to connect you to our team in order to discuss this further and, perhaps, provide clarity regarding your situation. I see in your post that you've already been in touch with CSR, so I totally understand if not.
If so, just send me a direct message with you Rewards number and a way to contact you to get started!
There are specific exceptions for third party tour, restaurant, parking etc. providers. which you can charge to your room but the $$ is not going to Marriott. I get that. An upgrade charge on a award stay goes STRAIGHT to the hotel. As I pointed out in my email, rather than paying an upgrade charge to go from a regular room to a 2 room suite, I would have just paid for another room and gotten the points/nights credit.