Why did Marriott take away one of their best Platinum benefits - an upgrade to the best room available? Now they simply upgrade you to their next level of room. The former benefit was a much better perk, engend and cost them little to nothing.
I'm not aware of any change in policy, either. My personal experience is mixed. At some properties, especially those where I'm well known, I've been upgraded to Courtyard suites, even though the Platinum upgrade states that it doesn't include suites. At others, there are times when my idea of a best room is different from the clerk's. I prefer a nice courtyard view to that of a parking lot, yet there have been clerks who feel that a quiet room with a lot view is a "better" one than a less quiet room with a courtyard view. However, I never like to push things when someone is obviously acting with the best intentions, so I don't say anything. I just appreciate the special consideration, go on up, and unpack. I only get pushy when I've been "done wrong" (and when I'm done wrong, I can be quite something to deal with), but to Marriott's credit, I have never had that "done wrong" feeling at any Marriott property.
I was ready to ask the same question, especially at the JW Marriott resorts. The JW Marriott resort in Summerlin (Las Vegas), which has been our favorite Marriott resort for years, has removed the upgrades that were always available to me and I assume to other Lifetime Platnum Elite members. Last year they removed the free continental breakfast. There is no concierge lounge, but that fact is now printed in the literature. They now only offer a single admission pass to the exercise room, per room. I find it difficult to belive that allowing my wife and I to go to the exercise room together is a luxury or expense that they can no longer afford. The room upgrades have gone from everytime to now happenstance. The JW Marriott in Summerlin is still our favorite resort (going tomorrow for 4 days) but with all the amenity removals and restrictions we find ourselves looking elsewhere. This trip will tell. Any suggestions on resorts that still appeciate those of us who support Marriott to the tune of many, many nights a year?
I was upgraded quite well about two weeks ago. It doesn't cost them nothing. Let's say that you stay a week and two days later, someone is willing to pay for that room, they can no longer sell it. If they have changed this, then I expect they might have seen this problem crop up.
Greetings, Insiders, I just wanted to reassure everyone that there has been no change to the Room Upgrade benefit offered to Gold and Platinum level members. Upgrades are "based on room availability at check-in", (please see the terms and conditions at: http://www.marriott.com/rewards/terms/elite.mi), so there is likely to be some variability in the specific room upgrade depending on timing, location, etc. I hope this helps. Regards, Laura
Technically, maybe it didn't change since upgrades are still given on an occasional basis. But I recall that 10 or fewer years ago, the platinum handbook read something to the effect that you would be upgraded to the "finest accommodations available," whereas now it specifically precludes suites. That being said, I can't remember the last time that I wasn't upgraded...at least to the concierge level, or maybe a bigger room, or maybe to a better view, and in a lot cases to a suite...on the concierge level even. For me, this isn't that big of a deal.
My recent experiences match those of NUHUSKER. I am almost always upgraded to a larger room, a corner room, an ocean-view room, concierge level, none of which I ever book. . At some Courtyards, Residence Inns and TownePlace Suites, I have been upgraded to a one- or two-bedroom suite (which is really overkill because my spouse and I haven't yet reached the point of sleeping in separate rooms, although it has occasionally been threatened because of my snoring.) . And sometimes it seems obvious that this room upgrade had to have been done in advance of my checking in at the hotel because the Front Desk Associate has just gone to a bin or a rack and picked up something which has been previously prepared prior to my walking in the front door and my room number is already on it. . In the past, I enjoyed a few upgrades to suites in Marriott and Renaissance hotels, but that doesn't happen often any more. I would really ask "why not"? If the room is empty anyway why not use it to maintain or increase Elite-level customer loyalty? Surely it can't cost THAT much more to clean a suite than it does to clean a standard room, so I don't see a cost issue being the obstacle. . On a comparative basis, Marriott Rewards is not competitive with Starwood Preferred Guest in the aspect of upgrading Elite guests in suites. I have never NOT been upgraded to a suite in a Sheraton - and I am "only" silver elite in that program! Maybe I've just been lucky? I certainly can't be my good looks!
Im a long term Marriott customer, Platinum Prem. I would say I get an upgrade about 90% of the time, even in hotels I have never been to before, apart from when I stay in a certain London Marriott, and its more like 10% of the time, which hacks me off as it generally says "we dont care".
Laura, I am well aware of the terms & conditions, the point is that the upgrade used to be to the best room available. In my 20 years of patronizing Marriotts I received upgrades to suites, etc on a regular basis. In the past few years this has ceased to occur and now as a Lifetime Platinum member I am supposed to consider myself lucky if I obtain an upgrade to a room with a better view. Forget it, I am switching my allegiance to Hyatt, where in the past 3 stays in the past 4 weeks I have been treated substantially better than I have at Marriotts over the past 3 years. Your Rewards customers are not happy and if you and other Marriott leaders read the Forums, you will note this sentiment in abundance.