I'm a Platnium Premier member and going to a Renassance property for 10 days. Using points.Hotel has suites available but GM is telling me he wont upgrade me to this (Ocean view room only upgrade) without paying extra. Is this common?
Yes. Read the rules for upgrades. Suites typically not included, although each hotel can likely do so if deemed appropriate. With 10 days I would think they might consider it, unless their bookings are high.
Another example of Marriott not recogizing their Platinum Members. Suggest you try Hyatt or SPG as I have almost always recieved upgrades to suites from them as thier highest elite member. If Suites are available you would think that an upgrade would not be that reasonable. Although the rules suggest suite upgrades are not include, this is ridiculous when suites are available. Its a shame that Marriott does not treat their guests similar to Hyatt and SPG. By the way, as a top tier member of Hyatt you get four upgrades to suites a year automatically.
Thanks for the message. It seems lately in general I haven't been getting upgrades, but this one is especially frustrating as I'm with my family vs a normal business trip and they have them available. It does make me want to entertain other options.
Thanks for info. I probably won't do it this time since we're all set and it's this week, but I will be sneding a note to Mr. Marriott about the concerns (assuming suite is available when I get there and they don't upgrade me) and advise that my 100% excusivitiy for stays with Marriott is lost and I'll be splitting business with other national hotel providers going forwrd.
Steve P: This subject has been a frequent topic of discussion on many forum posts this summer (refer to some of mine on this). There is nothing more frustrating than thinking the term "upgrade to best available room" does include suites and repeatedly having Marriott tell you that term does not actually apply to suites (they are excluded). I have stayed 103 nights in a Marriott property this year and two things are certain. 1: This policy is inconsistent across the hotels. Depending on the location I have received suite upgrades. 2: For some reason this issue has become a hot topic this year amongst a lot of premier members because it is happening more frequently. On a recent trip to Marco Island I was told that suites were available when I checked in for the entire lenght of my stay, but in order to get one I would have to pay extra for the upgrade. When I mentioned that the term "best available room" is disingenious and misleading, I was politely told that term does not include suites (though the previous year I was upgraded to a suite a that location for free). I politely responded that having ability to chose what brand of hotel to stay in I always choose Marriott and I find it a bit offensive to have to pay for a suite upgrade considering my loyalty to the brand and declined that suite upgrade fee option based on principle. We politely agree to disagree on this subject. They gave us an ocean front room which is nice but small I have a big family and the extra room of a suite makes it more comfortable. I have seen enough views around the world and this is not a priority. We still had a great vacation but I am considering all hotel loyalty program options now for business and pleasure travel. My best advice would be to contact Marriott corporate and express your concerns. I have done this and so have several people that have read these forums. Good luck! Bill
Basically, it is a hit or a miss with these type of things, sometimes you are lucky - it all depends who is dealing with you. In the past with another hotel chain, I was at the highest tier, Diamond, and the whole issue about loyality was a joke. I had to spell out to the hotels what I was entiltled to, some were totally 'thick' about their rewards programme and the rules laid down. So in my eyes and with the experience that I had in the past the whole system is a hit or miss and very disappointing (with my past hotel chain). I now have learnt not to 'expect' anything and if something nice comes out of it this is a bonus. It is the same with everything, if a company is well managed and their customers are treated with respect then the customer goes back........you can fill in the rest!
The issue is I travel frequently by myself and during this time I could care less about a suite. Having served in the Army any room above a dirt floor or cement garage for a bed is an upgrade. It is those 2-3 times a year when I take the family on a vacation this is where the suite is beneficial and I think after my loyalty to the brand that is not too much to ask. Someone else suggesed Hyatt and their guarantee of 4 suites a year. I will be in DC next week and there are several Hyatt's in that area. I will give it a try. Regards, Bill
I've stayed at a few hotels using points and have been upgraded to a better room, but not suites. I believe that they won't upgrade you until the day you check in, and then you can onl get an upgrade if there's a room available. In my Platinum brochure that came with my card it says " Upon check-in you can look forward to being upgraded our best-available guest room. Upgraded accomodation are at no additional charged based on availability. Suites are excluded." So then I suppose it's at the discrtion of the GM....