In short, Marriott is not always loyal to Platinum. It is interesting that you show your loyalty to them to stay at their hotels even if it's a little out of you way and then when you need to stay at their hotel they can't find 1 room for you. Even if you a Platinum Member. Thanks my loyalty will go elsewhere from now on.
I have also been able to book rooms (outside of 48 hours) when other co-workers could not. It's a really nice perk. The one time I wasn't able to use the guarantee was at the East Lansing Marriott because of a special event (MSU Homecoming). Presumably a property would designate a special event because of the reduced likelihood of people canceling. Even then, I called the hotel and the manager was able to accomodate me by combining my Friday night stay with another guest's Saturday night stay (they had a 2-night minimum that weekend).
While everything isn't always automatically perfect on every stay, I have never had a situation where I was treated badly as a Platinum Elite.
I have also been a member 10+ years, the only times that I have not been able to book a room was if a convention or( other special event) was being held on property. I think the last time is was a Dell tech convention in Austin a few years back. Have you called the property to see what (if any) event is taking place?
My family had a reservation at the Harbour Lake Vacation Club in Orlando starting 6/29 for 4 nights. I planned to use points for the stay and booked a studio for 120000 pts. We arrived at 6pm Friday and went to check in. I got to the desk and asked if upgrades were available. The clerk told me that Vacation Clubs work differently and they do NOT upgrade. I told him that I have stayed at the Newport Beach Villas, Sabal Palms and Royal Palms and I have been upgraded at each location. He looked at me like I was an Idiot!!! He again told me that at Harbour Lake, Upgrades are not allowed. They put us in a Studio about the size of a cruise ship room on the side of a building with a street/wall view. I called to ask if any other rooms were available to move to and they told me NO. I called Platinum Customer Service and they tried for over an hour to pursuade the hotel to help and the hotel refused. I immediately cancelled the reservation and moved to the Residence Inn Seaword which is across a field from Harbour Lake. The Residence Inn upgraded us and is a great facility with free shuttle service to Seaworld. We will never Think about staying that the Harbour Lakes facility ever again and we will also try and deter anyone from staying there as well. I have never felt so unimportant as a Platinum Elite!
Unfortunately the associate at the Harbour Lakes location was correct in that complimentary upgrades are not offered at Vacation Club properties. What you considered to be an 'upgrade' at Newport Coast Villas, Royal Palms and Sabal Palms was not really an upgrade to a 2 bedroom villa because all they have at those locations are 2 bedroom villas. Harbour Lakes has studios, 1 bedroom and 2 bedroom accomodations. You booked a studio and unfortunately during the busiest time of year in Orlando when the kids get out of school.
Here is the info regarding upgrades under 'ADDITIONAL PLATINUM AND GOLD MEMBERSHIP BENFITS' and see Item #6.
I'd really like it if they upgraded at the MVC villas also but I've never gotten one.
Please note which properties have not honored the 48 hr Platinum Guarantee and the explanation provided, and add the location tags.
Additional threads with information on Platinum 48 hr Guarantee.