Marriott Bonvoy Confirmed Suite Upgrade Downgrade

Marriott Bonvoy Confirmed Suite Upgrade Downgrade

154

Read the full saga:

I’ve stayed at several Marriott properties in Greece in the past couple of weeks (reviews coming shortly!), and I’ve experienced some firsts. For example, several days ago I shared how I wasn’t offered my “guaranteed” Marriott Bonvoy elite welcome gift for the first time, which would have technically entitled me to $100 (though I didn’t end up requesting it, because the way this perk is structured just seems strange).

Now I’ve run into another Marriott Bonvoy first. While not earth-shattering, I’m still curious to hear how others would handle this.

I confirmed a Marriott Bonvoy suite upgrade

Marriott Bonvoy Platinum members and above receive unlimited suite upgrade awards subject to availability at the time of check-in. One of the nice perks of the Bonvoy program is that if you pass 50 or 75 elite nights in a calendar year you can select Choice Benefits, and the most popular option there is suite night awards.

Each Marriott Bonvoy suite night award can be used to confirm a suite upgrade up to five days before check-in. Members can request the type of suite that they want (from a pre-selected list), and then the upgrade can be confirmed (or denied) prior to check-in.

The beauty of these upgrades is that they’re confirmed — it takes the guessing game out of getting upgraded, and you don’t have to arrive at check-in wondering what kind of a room you’ll get. Well, at least that’s how it’s supposed to work.

I have an upcoming four night Marriott-family hotel stay, which was booked as two reservations of two nights each. Suite upgrade awards were confirmed in advance for all four nights (on both reservations), and I received email confirmations for this. Woot!

I was able to confirm exactly the suite I wanted. Frankly if I hadn’t gotten the suite upgrade that way, I would have probably reworked the stay, since I’m not interested in moving rooms on such a short stay.

The hotel claims it can’t honor the upgrade

Since I’m supposed to check-in tomorrow, I received a prompt through the Marriott Bonvoy app asking me to check-in online. While I didn’t do so (since it’s kind of useless), I did review my reservation, and noticed that for the first two nights I was no longer blocked in the suite that I had confirmed. Instead the reservation just showed a standard room. I assumed this was some sort of a glitch, and messaged the hotel through the Marriott Bonvoy app.

Here’s how that conversation went:

Me: “I had confirmed an upgrade with a Bonvoy suite night award. I just wanted to confirm that this is correctly blocked, because I don’t see it reflected in the app? Thanks!”
Hotel: “So we have checked the case and it is as follows. On your first reservation we have declined your request as we do not have the availability. On your second reservation we have confirmed the suite night award. In case you would not like to change your room during your stay, we can offer you a junior suite for both reservations.”
Me: “Thanks for the response. I have confirmation stating that suite night awards have been confirmed for all four nights. I completely understand if it couldn’t have been confirmed to begin with, but I’ve never been downgraded on a confirmed suite upgrade before. Is there somewhere you would like me to forward the email confirmation?”
Hotel: “Our apologies for this issue and we are trying to find a solution, but we have also prove that we declined one of your reservations, because we do not actually have the suite available for the dates. This is an error from the system probably.”

For what it’s worth, at the time the suite night award was confirmed, the suite in question was still available for sale.

How would you handle this?

I’m not looking to make a big deal out of nothing or to speak to everyone’s manager, though I am curious to hear how others would handle this situation.

If there are in fact none of these rooms available then I understand they can’t make rooms appear out of thin air. Ironically last week I couldn’t bring myself to request the $100 in compensation I was entitled to for not receiving a welcome gift (since it seemed so petty). Meanwhile Marriott Bonvoy’s elite guarantees don’t cover anything along these lines, which seems to me like a much bigger service lapse.

So, what’s a reasonable ask here? I should mention that the room that the suite night award confirmed to was the highest category room at the hotel, so it’s not like they could upgrade me further (at least to the best of my knowledge).

At a minimum, I assume it would be reasonable to request the best suite that is available, and the suite night awards refunded (though I feel like actually getting those refunded will be a fight)? Anything beyond that?

Bottom line

For the first time ever, it seems like I’m going to be downgraded from a confirmed Marriott Bonvoy suite night award upgrade. There’s a first time for everything, even after hundreds and hundreds of nights at Marriott properties over the past decade plus.

I’m curious to hear, how would OMAAT readers handle this situation?

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  1. Titanium

    It appears that confirmed upgrades are only if the room is not booked by a paying guest.

  2. Titanium elite

    It seems that the higher up you go wit Marriott the poorer the treatment. I have had this happen to me as well. I cancelled my stay at that property. I am seriously considering the Hilton brand. I have had excellent experiences with them.

    1. CLG

      Missed the header at the top of this post, sorry! Can’t delete the above comment…

  3. NATHAN TYE

    This happened to me years ago when it was still Starwood. I had a confirmed Suite, but was given a Club room at check-in
    After complaining to Starwood head office I was offered Starpoints equivant to a free night in a Suite or 3 free nights in a standard room.

    Now that Marriott has its so called Guarantees... Why not invoke the 'Guaranteed Room Type' Elite guarantee for the USD100 compensation?

    I know...

    This happened to me years ago when it was still Starwood. I had a confirmed Suite, but was given a Club room at check-in
    After complaining to Starwood head office I was offered Starpoints equivant to a free night in a Suite or 3 free nights in a standard room.

    Now that Marriott has its so called Guarantees... Why not invoke the 'Guaranteed Room Type' Elite guarantee for the USD100 compensation?

    I know it takes a lot more effort for results under Marriott... But be persistant and you will get there.

  4. Wade J Schmidt

    Life is short. Crap happens. Move on. Who knows what was going on in the employees life that day. No excuse, yey possible explanation. Ever have a bad day. Sometimes some let it out in a bad way, but don't allow it to occupy too much space in your head. As said - move on!!!

    1. Dirk

      Except that it wasn't just an "employee" but the general manager and one of the owners verbally attacked him. The "bad day" was apparently provoked by simply asking the hotel to provide the confirmed room!

  5. Alison Rongstad

    I have worked for franchise owners that think & feel like Raj does. And his story here is just the beginning. For example, apply what he thinks about customers vs business to how feels about & how he treats his employees. They put the bottom line above retention & reinvestment as well.
    At hotels like this, employee's hands are usually tied. They have been instructed to either do nothing or to only offer you...

    I have worked for franchise owners that think & feel like Raj does. And his story here is just the beginning. For example, apply what he thinks about customers vs business to how feels about & how he treats his employees. They put the bottom line above retention & reinvestment as well.
    At hotels like this, employee's hands are usually tied. They have been instructed to either do nothing or to only offer you the bare minimum . Please don't take it out on the Front Desk Agent.

  6. Dirk

    Really unacceptable behavior by this hotel, confirming a suite was available for all four nights in order to sucker you into staying there and then taking it away for the first two nights when you are staying on points. Others both here and on Flyertalk experienced similar deceptive tactics by the Aegon management. The hotels false claims to have beachfront rooms as well as infrastructure on the beach that it does not have amply demonstrate...

    Really unacceptable behavior by this hotel, confirming a suite was available for all four nights in order to sucker you into staying there and then taking it away for the first two nights when you are staying on points. Others both here and on Flyertalk experienced similar deceptive tactics by the Aegon management. The hotels false claims to have beachfront rooms as well as infrastructure on the beach that it does not have amply demonstrate this is intentional conduct by management and not an accident. Frankly, all of this smacks of a hotel desperate to get tourist dollars in, no matter what it takes.

    Who wants to deal with this kind of upsetting non-sense on holiday? That one of the owners thought it appropriate to confront Ben and accuse him of illegal activity for posting the Marriott website photo next to his own on this website indicates this bad attitude towards their guests comes from the top. Postings and photos on Flyertalk about this hotel indicate that the owner's dogs are free to roam through the dining room, begging for food from diners or sitting on the banquette at an adjoining table, and that business meetings with the owners are held in the area where breakfast is served while guests are there. These activities, condoned by the owners, is not consistent with the kind of environment expected by guests to a "five star" resort charging 1000 Euros per night.

    Best to avoid this place until they bring in new management and/or new owners take over.

  7. Bud Webber

    Suite awards are worthless. Don't get your hopes up. I've had 5 awards this past year and unable to book upgrades with these. It's always "suite not available" even after they have granted it. You can book the room and pay but suite awards are a joke on the loyal customer. Lifetime Platinum

  8. ChrGe

    I understand that that upgrade is subject to availability upon check in . I still feel even if they have “confirmed” you the upgrade it seems they also have sent another mail on a timely that the upgrade request has been declined . If this is the case I feel that they would have their right doing so since they had a system error which can happen . I understand that this is not an...

    I understand that that upgrade is subject to availability upon check in . I still feel even if they have “confirmed” you the upgrade it seems they also have sent another mail on a timely that the upgrade request has been declined . If this is the case I feel that they would have their right doing so since they had a system error which can happen . I understand that this is not an explanation one would like to hear but unfortunately it does happen . This also can happen to airlines and if there is no vacancy they obviously can’t give you another room. I am almost certain that Marriott also didn’t use your points to redeem those two nights .

  9. MaxPower

    In my opinion this is not a "glitch" or mistake, but is a hotel continually looking to sell a suite regardless of any confirmed upgrades.

    This exact same thing happened to me last night for an upcoming stay at the Tysons Corner Marriott. I booked a room and requested the Suite Night Award. I got a confirmed upgrade the next day. Two days letter I get an email stating that the room type is unavailable...

    In my opinion this is not a "glitch" or mistake, but is a hotel continually looking to sell a suite regardless of any confirmed upgrades.

    This exact same thing happened to me last night for an upcoming stay at the Tysons Corner Marriott. I booked a room and requested the Suite Night Award. I got a confirmed upgrade the next day. Two days letter I get an email stating that the room type is unavailable now. Looking at earlier comments, others had the exact problem at the exact hotel. Coincidence????

    I called the hotel room operations manager telling them that I was upset and wanted to understand how this happened. I wanted to know first if it is true that Bonvoy first confirms the availability with the hotel before confirming the upgrade...which she admitted they do. Then I wanted to know if it is Marriott policy that "confirmed" suite night awards are not really confirmed or guaranteed and can be changed at anytime by the hotel. At that point the manager went back and after a lengthy hold confirmed that they did indeed have a suite upgrade available and it is now confirmed. How it suddenly became available I dont know... but i suspect someone else lost their upgrade/reservation.

    I really think this is a matter of hotels continuing to try to sell suites and if they get a booking they just cancel the SNA upgrade and say sorry. If enough people just accept it without complaining, the will continue this practice. It seems the Tysons Corner Marriott does this, so beware if you get a SNA at that property.

  10. Norma Brandsberg

    We are dealing with this same issue right now, at the AC Venezia for 4 nights. We are Titanium and this vacation puts us at Lifetime Platinum. Our situation is slightly different. We booked 2 twin beds in January. We were offered one option for an upgrade if available, a junior suite which we checked. Now 5 days inside the reservation, a junior suite room was available for all 4 nights and we were not...

    We are dealing with this same issue right now, at the AC Venezia for 4 nights. We are Titanium and this vacation puts us at Lifetime Platinum. Our situation is slightly different. We booked 2 twin beds in January. We were offered one option for an upgrade if available, a junior suite which we checked. Now 5 days inside the reservation, a junior suite room was available for all 4 nights and we were not upgraded. We have spent the last 4 days trying to find out why. At the last minute 5 days out. I booked the suite myself using my Marriot Credit card to show the suite was available. I was told we didn't get traded in because we booked a twin bedded room. We were told if we booked a queen bedroom, we would be upgraded. Imagine our surprise when it didn't happen. I thought the front desk managed was full of you know what. The only thing that happened was our 5 suite nights vanished. Thinking back I think that was their plan all along. We are have spend the better art of the last few days trying to get this fixed to no avail so far.

  11. Ry L

    I had my confirmed upgrade an executive suite downgraded to a high floor king suite at the Buckhead Westin near Atlanta GA this past weekend. The rub was that I was never told about the downgrade until I actually walked into the room. I had used suite nights to book and got my confirmation. Then used the app to check in the day before. When I got into the room I called the front desk...

    I had my confirmed upgrade an executive suite downgraded to a high floor king suite at the Buckhead Westin near Atlanta GA this past weekend. The rub was that I was never told about the downgrade until I actually walked into the room. I had used suite nights to book and got my confirmation. Then used the app to check in the day before. When I got into the room I called the front desk to inquire, was given the "We did honor your request and moved you to a higher floor, the executive suite isn't available."

    Pissed. Had I known I would have cancelled my reservation as I had other options for my 22nd wedding anniversary. Makes me question Bonvoy all around. They should change the "confirmed" to "If we can't sell it, maybe we will let you have it."

  12. Dwondermeant

    Marriott on the whole is vastly disappointing their obscenely over priced awards are way higher than SPG was for one
    It’s way more expensive to redeem typically then to use revenue
    Do they lower the price of awards of course not!
    hotels use Marriott as their cash flow revenue pig and many screw the customer because they can.Sure they have some cherry properties that meet or exceed expectations but many are simply...

    Marriott on the whole is vastly disappointing their obscenely over priced awards are way higher than SPG was for one
    It’s way more expensive to redeem typically then to use revenue
    Do they lower the price of awards of course not!
    hotels use Marriott as their cash flow revenue pig and many screw the customer because they can.Sure they have some cherry properties that meet or exceed expectations but many are simply blood suckers
    Post pandemic there is even less brand assurance than before as many in and out of corporate have been let go
    At your own risk
    They can’t be avoided if one is a program junkie
    I avoid them staying with the jewel properties that are proven

  13. Andie Nelson

    It guest who creat their own issues. They book several booking consecutive and only the 1st night do an Suite night reward (SNA) and then be expected to stay in the same room the whole time. So if we don't have it the rest of the time, we have to have the guest, pack up at or around check out and check in later for their next room. Guest do this so you can use...

    It guest who creat their own issues. They book several booking consecutive and only the 1st night do an Suite night reward (SNA) and then be expected to stay in the same room the whole time. So if we don't have it the rest of the time, we have to have the guest, pack up at or around check out and check in later for their next room. Guest do this so you can use 1 SNA instead of the 5 individual stays you actually booked. Then guest get upset because we are honoring the guest who actually paid for the upgrade. You are not guaranteed, but you do have priority over other guest. All you looking for is the free upgrade for your whole time there, spreading you SNA and trying to get something by Manipulating the system. Why didn't you just use all your SNA for your trip unless you wanted to move from room to room, which in my experience no one likes doing? Who likes moving from room to room when you can just enjoy your vacation.?

  14. Jeff

    Man, I’m not a big fan of the sharp tone of some of the prior posts, but I will agree with their sentiment. As a blogger with a large following you have the opportunity to impact all of us by following through on these matters. I’m tired of Marriott seeing how far they can push their opportunistic behavior at the expense of their guests without having any accountability and it’s disappointing when someone with real...

    Man, I’m not a big fan of the sharp tone of some of the prior posts, but I will agree with their sentiment. As a blogger with a large following you have the opportunity to impact all of us by following through on these matters. I’m tired of Marriott seeing how far they can push their opportunistic behavior at the expense of their guests without having any accountability and it’s disappointing when someone with real influence further empowers them by “letting it go” rather than seeing an issue through.

    It’s no wonder Bonvoy is handing out status like candy - they’re not actually trying to influence loyalty and a big reason is that every time they test the waters to see what they can get away with even their most influential guests shrug their shoulders and go book another night at Marriott.

  15. Jamal Kendricks

    Honestly, you've given Marriott a lot of buisness to get your status. I'm sure Marriott would want more of your buisness. Marriott should give you the best suite available for the two nights, refund the rewards, and comp the two nights for the confusion.

  16. John B

    That's strange. Did you get the upgrades refunded into your account? I had something similar early on where I was confirmed, had hotel tell me no suite was available, and then nobody refunded my upgrades. Kind of annoying but I think just growing pains.

  17. WhatCityAndStateMayIBookForYou

    It sounds like there may have been a MLS (minimum length of stay) in place for those dates. Booking 2 rooms to get around the MLS is irksome to say the least. Any time you split your stay, not having to change rooms isnt guaranteed. Its also a royal pita for housekeeping. With as many points as you have, I'd think you'd know this.

  18. Michael

    You must get compensated for the equivalent of the gap and additional compensation for the mistake and answer you got- “ glitch”- this what i got when a similar mistake happen but you need to ask.

  19. Kathleen M

    Had this exact thing happen when I arrived in Paris in April 2019. I had completed all confirmations. When I had arrived at the Paris Marriott Opera Ambassador Hotel there was no suite. No one cared. I had to make do with a lesser room.

  20. David Small

    My absolute worst rewards experience ever was in Greece on Mykonos. Back then it was SPG, but customer service and loyalty appreciation must not have translated to modern Greek.

    I think the most they ever offered me during the stay was “Windex.”

  21. George Thanos

    I work front office for Marriott, and when this happens, it could be 2 or more separate suites available, (if a guest confirmed a connecting room, certain floor, etc.) causing a one night availability in that room number (not suite category). When SNAs are approved, it’s done automatically, and it only looks at the room category…not the room number. So in the eyes of Marriott, yes, the suite is available, but not the same room....

    I work front office for Marriott, and when this happens, it could be 2 or more separate suites available, (if a guest confirmed a connecting room, certain floor, etc.) causing a one night availability in that room number (not suite category). When SNAs are approved, it’s done automatically, and it only looks at the room category…not the room number. So in the eyes of Marriott, yes, the suite is available, but not the same room. It might be room 100 for 1 night and 450 the next night. It has nothing to do with inventory control, it’s the system only looking at the room category, not the room numbers.

    When this does happen, it is difficult to explain to many guests, as it understandably gets confusing. We do refund the SNA, but it needs approval from Marriott Bonvoy, the property has zero control on that.

    The hotel is usually on the side of the guest, as it makes their life easier, the guest’s life easier and makes more sense financially.

    I hope this gives some insight.

  22. Simon

    So as an Ambassador Elite member and for the last two years and long time platinum member. I have bumped into this several times.

    From what I was told Since the hotel properties are independently run it is up to their discretion if they honor membership perks or not.

    I have been denied welcome benefits, best room available check ins late check out, my24 and suite night upgrades have been reversed or all...

    So as an Ambassador Elite member and for the last two years and long time platinum member. I have bumped into this several times.

    From what I was told Since the hotel properties are independently run it is up to their discretion if they honor membership perks or not.

    I have been denied welcome benefits, best room available check ins late check out, my24 and suite night upgrades have been reversed or all together canceled. I have even gone as far to book or have the Ambassador concierge line call on my behalf to get my "guaranteed" benefits to have had very mixed results.

    Once I get Lifetime Platinum elite. I wont be as loyal to the brand as I was. It seems a waste to spend tens of thousands being loyal for the benefits in the end for it to just be a gamble. I recommend everyone follow suit and achieve lifetime status then go exploring.

    P.S. I miss SPG far better everything. Ambassador Status is a waste of money and time and should be avoided all together.

    Simon

  23. Ebony

    Not Greece, but booked a suite stay with them through a third party and paid suite prices to get to the hotel and be told that it had been overbooked and downgraded me to a room that wasn’t even clean without so much as an apology.

  24. MANOJ KUMAR GUPTA

    Recently I finished my vacation trip to FL last month to make an unforgettable trip with my family. My son has been finishing his medical degree and starting residency from Jun. He thought in future he might not have enough time to spend with us on vacation. I inquired about the hotels in Miami and was told being a Titanium member would get the room upgraded if available. I booked the most expensive hotel in...

    Recently I finished my vacation trip to FL last month to make an unforgettable trip with my family. My son has been finishing his medical degree and starting residency from Jun. He thought in future he might not have enough time to spend with us on vacation. I inquired about the hotels in Miami and was told being a Titanium member would get the room upgraded if available. I booked the most expensive hotel in Miami and surprised when the hotel rep told me on my check-in, the Marriott membership status is not honoured by this hotel. If you need upgrade pay for it. Another surprise I got when found no coffee maker in the room. I hate the business when they commit differently at the time of booking not promising the benefits they outlined in the status. Even though I called the Marriott Bonvoy about the Titanium benefits violation. The rep could not provide me the right answer other than offering 2000 points to compensate the inconveniences. This is an embrassment of my feelings and time. My purpose to call them was to be true with customers and value their purpose and time, and be true to the commitment.

    In future, might not be continuing business with Marriott to mainrain the status.

  25. MANOJ KUMAR GUPTA

    Recently I finished my vacation trip to FL last month to make an unforgettable trip with my family. My son has been finishing his medical degree and starting residency from Jun. He thought in future he might not have enough time to spend with us on vacation. I inquired about the hotels in Miami and was told being a Titanium member woul get the room upgraded if available. I booked the most expensive hotel in...

    Recently I finished my vacation trip to FL last month to make an unforgettable trip with my family. My son has been finishing his medical degree and starting residency from Jun. He thought in future he might not have enough time to spend with us on vacation. I inquired about the hotels in Miami and was told being a Titanium member woul get the room upgraded if available. I booked the most expensive hotel in Miami and surprised when the hotel rep told me on my check-in, the Marriott membership status is not honoured by this hotel. If you need upgrade pay for it. Another surprise I got when found no coffee maker in the room. I hate the business when they commit differently at the time of booking not promising the benefits they outlined in the status. Even though I called the Marriott Bonvoy about the Titanium benefits violation. The rep could not provide me the right answer other than offering 2000 points to compensate the inconveniences. This is an embrassment of my feelings and time. My purpose to call them was to be true with customers and value their purpose and time, and be true to the commitment.

    In future, might not be continuing business with Marriott to main the status.

  26. NG

    Wow you obviously have issues! Get a Life!
    It’s obvious your issues are personal! This blog should be objective!

  27. Alexander

    It sounds to me like the hotel probably had a request for the suite after the award had been confirmed and the hotel decided that they could not pass on the opportunity for the additional revenue. It is certainly strange since the suite should have shown as unavailable after the redemption. Maybe a regular guest or some VIP made the request directly with the hotel. I would expect something like this to happen very rarely.

    ...

    It sounds to me like the hotel probably had a request for the suite after the award had been confirmed and the hotel decided that they could not pass on the opportunity for the additional revenue. It is certainly strange since the suite should have shown as unavailable after the redemption. Maybe a regular guest or some VIP made the request directly with the hotel. I would expect something like this to happen very rarely.

    I don't think there is much benefit in arguing with the hotel. It's unlikely that they would ever abandon their glitch theory if they did indeed bend the rules. Might be better to write to Bonvoy with the evidence of what happened and see how they sort it out. At least they should put the 4 suite upgrades back into your account.

    By the way, I never claimed the welcome amenity penalty either since I also feel that the process is weird and I am worried about getting some hotel employee into trouble over this. I discussed this with Bonvoy at one point, but they seem to like their system as it is. Maybe they are aware of the fact that they created a rule that looks quite generous in print, but is actually so awkward in reality that hardly anyone ever makes a claim.

  28. Margot

    Like the idea to ask for denial confirmation in writing. Those are not small things.

  29. Jan

    In a sense, I do believe that the hotel should act on this error. Compensation in one way or another should be provided. And knowing hospitality at this level, they generally don’t disappoint. Following up after the fact with a friendly but firm reminder should do the trick.

    However, the colourful response by Mr. Brant is only partly true in my view. Not addressing the issue might lead to negligence, yes. However, entitlement to anything...

    In a sense, I do believe that the hotel should act on this error. Compensation in one way or another should be provided. And knowing hospitality at this level, they generally don’t disappoint. Following up after the fact with a friendly but firm reminder should do the trick.

    However, the colourful response by Mr. Brant is only partly true in my view. Not addressing the issue might lead to negligence, yes. However, entitlement to anything on behalf of status is nothing more than a hobby - it’s not a right. It’s a privilege and remains at the discretion of the hotel. If you want to be treated a king, pay as one (and don’t trust on status through your employer or client). My experience as an ambassador is that you get more if you are friendly but firm: it’s all about asking, not demanding. I’ve seen plenty of screaming members that were not helped, whilst I got that upgrade straight after them by just smiling to the receptionist. Acts of kindness are rewarded.

    Bottom line, you can kindly ask for some compensation and underline your loyalty. But if you don’t, that’s at your discretion. Loyalty programs are certainly not that important to become un-gentlemanly.

  30. Carter Abel

    If you got a confirmation that suite night awards (sna) were used/redeemed for both rooms, make sure that you get it fixed before going. I had a situation where the system confirmed a sna, but the hotel had declined it and assured that my sna would not be deducted. In the end it was and when I complained, the investigation revealed I had received an upgrade (which was a "regular" upgrade) and therefore wasn't entitled to getting my award back.

  31. Keith

    LOL @Steve.

    @Ben which property stiffed you?

  32. Margot

    That's not your fault, so they should compensate you for the inconvenience with the value of your stay in points. This is what I would negotiate for the first two nights that your confirmed upgrade was not honored, even when the suite was still available on sale. You should speak to the manager, because the receptionist probably doesn't have the authority to make such decision.

  33. Alohakolina

    People are dieing in this world, and everyone worried about a room? At least they're offering a Jr suite. Hopefully they'll give you a spa yreatmemt or food credit. I'm sure the nicer and more understanding You are, the more they will compensate you with. Try it. Good luck and keep us updated

  34. Offer

    You must fight as they will crash the little guy if influencers are not fighting .
    For me it would have been a big problem as i use the SNA when i travel with the family. Would asked for a mountain of points or a better suite in a better hotel in the area

  35. Jake

    I just stayed at a Marriott in San Jose and was happy to finally be able to use my suite night awards (it is Mission Impossible in my experience). An hour after the confirmation email from Marriott the hotel sent another email saying they couldn't honor the upgrade.

    That was better than a past stay in Bogota where they used my suite night upgrades to put me in a smaller room with an upper...

    I just stayed at a Marriott in San Jose and was happy to finally be able to use my suite night awards (it is Mission Impossible in my experience). An hour after the confirmation email from Marriott the hotel sent another email saying they couldn't honor the upgrade.

    That was better than a past stay in Bogota where they used my suite night upgrades to put me in a smaller room with an upper floor view to a low floor smaller room facing the parking lot. Thanks for the upgrade!!

    Marriott has never recovered from the incompetent roll out of Bonvoy unfortunately. I'm lifetime Titanium and Marriott is relegated to third choice for my trips now.

  36. Steve

    Suck it up, baby. S**t happens, get your upgrades during your next stay. The world is not ending.

  37. Karyn

    Honestly I’ve been in this situation a few times and I have fought it because these hotels are supposed to and if they can not they are to find you a place a pay for it for you! My mom is a Marriott associate and has been for 40 years and if there really is nothing available then yes they can decline but not downgrade ! Call cooperate office they will be able to take care of it

  38. Chetrice Gillon

    I appreciate when upgrades are honored, however on more than one occasion at the same establishment, I've received confirmation of an upgrade and was not granted the upgrade when arriving. The same representative denies the upgrade when its visible the suites aren't full. I finally was told they didn't have the staff to clean the suites we requested. I understand much has changed since the pandemic, however with advance notice, I would think proper preparation...

    I appreciate when upgrades are honored, however on more than one occasion at the same establishment, I've received confirmation of an upgrade and was not granted the upgrade when arriving. The same representative denies the upgrade when its visible the suites aren't full. I finally was told they didn't have the staff to clean the suites we requested. I understand much has changed since the pandemic, however with advance notice, I would think proper preparation for platinum members is warranted. I've yet to encounter a representative who was aware of the $100 benefit.

  39. Jay Smith

    To Brant...rude! I guess for some, it truly is a challenge to be nice to others. What would you do Brant, not how would you criticize the author of this article!

    In communicating with corporate in regards to your experience, you need to have your voice heard. If you planned a family trip around certain accommodations, then those should be honored and upheld with a guarantee. That's part of the service you're paying for... the...

    To Brant...rude! I guess for some, it truly is a challenge to be nice to others. What would you do Brant, not how would you criticize the author of this article!

    In communicating with corporate in regards to your experience, you need to have your voice heard. If you planned a family trip around certain accommodations, then those should be honored and upheld with a guarantee. That's part of the service you're paying for... the entire package.

    Status with an airline or hotel for example, come from loyalty to that particular product or service. I'm not saying they need a complete compensation of sorts, but some type of reimbursement for the inconveniences.

  40. Robert.

    I find Marriott rewards to be a hoax.

    I am Marriott platinum, and was 100% prepared to book the 75+ nights to get their tier one reward package by the end of April this year. But, on arrival in the first booking (Ritz Carlton) - not one single perk was on offer. Add to that, they added a 100% undisclosed resort fee, to the price, doubling the booking, despite being booked through the Marriott...

    I find Marriott rewards to be a hoax.

    I am Marriott platinum, and was 100% prepared to book the 75+ nights to get their tier one reward package by the end of April this year. But, on arrival in the first booking (Ritz Carlton) - not one single perk was on offer. Add to that, they added a 100% undisclosed resort fee, to the price, doubling the booking, despite being booked through the Marriott app, and having "all fees and taxes included" we subsequently found a cheaper rate, and asked for a rate match, but were declined, as the cheaper rate was non refundable, but the rare we had, was refundable up until 24 hours before check in. We requested the rate match within the non-refundable Marriott window.

    Nothing about the Marriott elite rewards program seems genuine, to us. And we'd budgeted to maintain Ambassador Elite for the next 10 years.... we get Hilton Gold via our Amex platinum card, and have never been disappointed with with Hilton's program. However, we've only used Hilton in Europe, and Marriott in thr America's.

    I spend upwards of 200 nights in hotels (or asleep on longhaul flights) so am families with perks programs, and find Marriott to not be worth the pixels it's written on.

    So to answer your question - i think you should do what I do, and just avoid Marriott in the the future. I don't see any point being on their loyalty programs, let alone being loyal to them - they are certainly not fussed about offering, and then denying.

  41. Bruce M Rockwell

    I recently made a road trip to Nashville, Florida and back via Hilton Head. I have 10 suite night awards. While booking many stays for this trip at many hotels including JW and Ritz, I was able to use confirm 8 suite nights. However everyone of these was ultimately changed to not available during mobile check in. These awards are fairly useless. In the past three years I have never been able to actually secure...

    I recently made a road trip to Nashville, Florida and back via Hilton Head. I have 10 suite night awards. While booking many stays for this trip at many hotels including JW and Ritz, I was able to use confirm 8 suite nights. However everyone of these was ultimately changed to not available during mobile check in. These awards are fairly useless. In the past three years I have never been able to actually secure one. Marriott is very good at offering what looks like a great perk, but the rug gets pulled last minute. I find the Suite night award program some what insulting but consistent with the level of service by this organization. I have submitted three actual complaints over the past few years and I never received any response. They need to kick it up a notch.

  42. David

    Why don’t you work with a travel agent who is a preferred Marriott agency that can take care of all this for you?

  43. Martin

    Contact Bonvoy directly to voice your concerns. They will conduct an investigation and it sounds like you have the necessary documentation and communications to back your story. I would also note these experiences on social media and #marriott and #marriottbonvoy. They most likely have staff that trace these comments on social media.

  44. Mike

    You should totally complain get your upgrade or ask for compensation. You should also request that 100 dollars. Come on guys, these companies are lucky to even be in business after what we just went through they should be giving us everything and more we deserve as elites spending money to travel and get out there. They are so unappreciative of us. I am a 16 year ambassador elite equivalent and have no patience for that type of stuff and neither should you

  45. Andrew

    I would bail. In fact, I’m questioning the whole value proposition of chain loyalty of late. Why stay with Marriott at all?

  46. Christopher Toso

    I traveled around Phuket recently, jumping from Marriott to Marriott for 10 days. Several times were were not offered an upgrade because of "Covid." I paid the regular point rate for each night, while others were welcomed with the same benefits but at a promotional rate. Very disappointed in the ambassador elite benefits. I voiced it in surveys and I talked to the ambassador line, they did nothing except ask me to change my ratings....

    I traveled around Phuket recently, jumping from Marriott to Marriott for 10 days. Several times were were not offered an upgrade because of "Covid." I paid the regular point rate for each night, while others were welcomed with the same benefits but at a promotional rate. Very disappointed in the ambassador elite benefits. I voiced it in surveys and I talked to the ambassador line, they did nothing except ask me to change my ratings. The Bonvoy program is a joke post-covid. Go look at their quarterly profits, and you'll see they made tons of cost savings measures at the loyal members expense. I live in a Marriott in Bangkok, and we have witnessed it to a severe degree. For example, we are asked to share and reuse the newspapers during breakfast, they care about 29 baht paper cost more than our safety.

  47. HKFlyer2014

    Of course you should demand restitution of some type. Again, as you say, if its not available at the time, then its not available, but a confirmation is a confirmation and is a binding agreement. If you make a booking and don't show and they charge you a penalty, can you say "sorry, I meant to book for next month, not this month, so sorry", I doubt they're going to have sympathy for you.

  48. Michael

    If you have the email confirmation, then in your shoes I would take a stand (including cancelling the entire stay, if necessary),publicize the outcome and name&shame the property.
    The issue is, that if you give them a pass then this emboldens the hotel to act the same way towards other guests.

  49. Danny K

    I would love to see you pursue this further just to see how Marriott responds. I do think the more we let certain properties get away with this type of bait and switch, it not only creates a bad experience but it fails to address the core issue which is receiving the value that comes with our loyalty.

  50. Jake

    I have had this occur before at an outside the US. Ended up speaking with the hotel manager upon arrival and after a difficult and loud discussion, the upgrade was honored. A bit of a gamble but it worked out. I think the slam dunk is that the suite was available at checkin.

  51. Terry

    This is ridiculous. The Bonvoy program has stated rules. Rules that assumably both we and Marriott properties have to abide by. For as much as most of us stay at these hotels, they should be bending over backwards to make good on the program they put out there.

    I agree with one of the other commentors - as a well known and followed travel blogger, if you don't stand up to this kind of...

    This is ridiculous. The Bonvoy program has stated rules. Rules that assumably both we and Marriott properties have to abide by. For as much as most of us stay at these hotels, they should be bending over backwards to make good on the program they put out there.

    I agree with one of the other commentors - as a well known and followed travel blogger, if you don't stand up to this kind of bait and switch then what hope do the rest of us have when we run into this ourselves. And for what it's worth, I like many others continue to run into challenges regarding the rules of this program. There continue to be many instances when Marriott properties push the boundaries of "forgetting" or *overselling " or whatever they claim to not honor what they have promoted. And the "we don't have any more upgrade availability" or "it's a system glitch" schemes are the most typical ones out there.

  52. Nitin

    After covid, the hotels have existential crisis. They don't give a squat for old members and care for only the money you can spend.
    Last year, I had same experience with Jumeirah hotels. I have guaranteed suite upgrades. They didn't honor. Standard answer -no availability. And I could see I could book online. Who wants to fight at the check in counter.

    I have never spent a penny with anything Jumeirah hotels after that.

    ...

    After covid, the hotels have existential crisis. They don't give a squat for old members and care for only the money you can spend.
    Last year, I had same experience with Jumeirah hotels. I have guaranteed suite upgrades. They didn't honor. Standard answer -no availability. And I could see I could book online. Who wants to fight at the check in counter.

    I have never spent a penny with anything Jumeirah hotels after that.

    Vote with your money. Stop spending with hotel chains that don't respect you.

    These hotels need to be shown their place. Plenty of fish in the ocean.

  53. Eskimo

    LOL, at first I thought we all have been Bonvoyed with a massive devaluation on suite upgrade benefit. Or has it?

    In your case (and hopefully an isolated one), I see this is between the property and Bonvoy not you. One of these party needs to compensate you for the confirmed downgrade.

    Maybe solicit help from other blogs who specialize on demanding (and surprisingly often get more than fair) compensation.

    I know your ethical standards...

    LOL, at first I thought we all have been Bonvoyed with a massive devaluation on suite upgrade benefit. Or has it?

    In your case (and hopefully an isolated one), I see this is between the property and Bonvoy not you. One of these party needs to compensate you for the confirmed downgrade.

    Maybe solicit help from other blogs who specialize on demanding (and surprisingly often get more than fair) compensation.

    I know your ethical standards on receiving special treatments and trying to avoid such situation, and I respect that very much.
    But I think this is crossing the line. You are not demanding compensation for petty stuff such a broken light bulb, or missing soap, or the front desk line was long, or kids making loud noise. (on every visit)

    Please escalate this and share us the outcome of it.
    Personally, I feel this is 10x worse than being lied to at check-in that no suite upgrades are available at 11pm when the property is selling 3+ of such rooms.

  54. Randy

    Sounds like they sold the suite after they confirmed you. Also sounds like you had two separate - consecutive reservations.

    You are in Greece - it is unlikely you are going to get Marriott Corp to do anything at this point. But I would keep the suite for the 2 confirmed nights and move rooms. Maybe you can get them to give you the junior suite for the first two nights - then move...

    Sounds like they sold the suite after they confirmed you. Also sounds like you had two separate - consecutive reservations.

    You are in Greece - it is unlikely you are going to get Marriott Corp to do anything at this point. But I would keep the suite for the 2 confirmed nights and move rooms. Maybe you can get them to give you the junior suite for the first two nights - then move to the confirmed rooms (which was not unconfirmed). Don't ruin you stay.

    But when you get back I would certainly call Marriott and explain the situation - maybe they can give you down suite nights back or some bonus of some kind.

  55. Seraphitia

    I would copy-and-paste the hotel's response and forward to Marriott Twitter/corporate and ask for their "confirmed suite upgrade downgrade policy."

  56. Kyros

    the new design with so many random color, so many font type and size hurts my eyes.

  57. AJW050

    As a current Accounting Manager for a Marriott branded property, I would definitely speak with either Accounting or the hotel manager. Once a SNA has been confirmed there should never be a change after unless and unforseen issue (like the previous guest flooded the room) yes that serious. You should definitely be compensated if you have the proof. I have been a manager for just about every hotel department and the manager in mean says...

    As a current Accounting Manager for a Marriott branded property, I would definitely speak with either Accounting or the hotel manager. Once a SNA has been confirmed there should never be a change after unless and unforseen issue (like the previous guest flooded the room) yes that serious. You should definitely be compensated if you have the proof. I have been a manager for just about every hotel department and the manager in mean says to make this right! Be polite about it to whom you speak with but stress the essence of how upsetting it was and the inconveniences caused by it.

  58. Mike

    Honestly it's cuz of people like you that these hotels think they can take advantage of the situation. You need to open a case with Marriott and demand points as compensation especially if you have an email confirming your swuite upgrade

  59. Tom

    This is so redic. The hotel clearly has made a mistake (which happens) and apparently is also incapable of basic grammar. You have a huge platform and are supposed to be a leader not a follower - as such, what would YOU do, not all of us chumps. You know what to do - we all do. Is this some sort of fake Trumpian drama - ohhhh what will he do? Will he call GM or not? Cancel his reso and decamp to the Sheraton or not? Demand ONE MILLION DOLLARS? Lame.

  60. rvejar

    I am a little concerned reading your post, I am staying for a week at the same property in July, using points and SNA’s for all seven nights. Even with my ambassador status, sounds like I will be lucky to get a run of the mill room. Will probably think about looking elsewhere!

  61. Blaz

    I am not sure about Greece, but most hotels here in Australia are struggling to survive, so while annoying, I would give them a bit of slack, at least until things go back to the new normal. Yes, I think that an upgrade to the best room available and refunding your award nights would be fair, but if you don't ask for it, I wouldn't hold my breath that it would be offered... at least not at the moment.

  62. UA-NYC

    #1 rule about Marriott - they can't control their properties
    #2 rule - there is no recourse when they fail the Bonvoy T&Cs
    #3 rule - as always, Marriott hates its end customers (but sure loves that sweet developer cash!)

  63. No name Employee

    I will not disclose where I work or what brand however I see two scenarios that usually happen. The suites just isn’t available some guests are actually staying in a suite and check out during what would be your second day. That’s when the suite becomes available and you’re able to use it for a suite. But this is just inconvenient to the guest as you would have to move all your stuff and I...

    I will not disclose where I work or what brand however I see two scenarios that usually happen. The suites just isn’t available some guests are actually staying in a suite and check out during what would be your second day. That’s when the suite becomes available and you’re able to use it for a suite. But this is just inconvenient to the guest as you would have to move all your stuff and I even find it a big of a hassle. The other thing is that the GM and revenue manager set certain restrictions trying to optimize revenue (obvi). Sometimes they don’t really take into account our elite members perks in this case your suite awards which then falls on the front desk manager who has absolutely no control over it. However, the front desk manager gets yelled at by elite members because they think they have control but really you should take it up to management....just saying....

    1. Babs

      I work at a PNW Marriott property and I second this.

      Don't yell at front desk agents, they already have to deal with fosse and that's bad enough.

  64. Joseph Pickett

    From my understanding it's an upgrade that can be downgraded per the TOS

  65. Bill M

    I achieved Lifetime Platinum Elite member status and continued to maintain that status for 15 years. I’ve experienced very similar situations as you have described over the years and in most instances resolved in a favorable solution particularly with upgrades. However, my growing frustration with Marriott is in the manner of arguing my case and literally having a debate with either the front desk and or senior management on property site as to the interpretation...

    I achieved Lifetime Platinum Elite member status and continued to maintain that status for 15 years. I’ve experienced very similar situations as you have described over the years and in most instances resolved in a favorable solution particularly with upgrades. However, my growing frustration with Marriott is in the manner of arguing my case and literally having a debate with either the front desk and or senior management on property site as to the interpretation of the upgrade rules. Particularly when I was “assured” of the upgrade and yet on arrival I was told that not all nights would be honored. Grant it this was quite infrequent yet enough for me to question Marriotts treatment of life long members. There were numerous encounters with the 100 dollar certificates where I had to remind the representatives of this extended benefit. Finally, I decided this is not the way I wanted to be treated as a ‘loyal’ customer and endure the angst of whether my confirmed upgrade was indeed guaranteed. So I informed Marriott that I will no longer participate in the Bonvoy program and decided to take my business to Hyatt and Hilton. Probably doesn’t provide clarity to your query, but sharing with you and others my experiences and the noticeable decline and disappointment to the lack of customer interfacing focus. Great properties, though less than optimal and inconsistent customer focus across the Marriott brands.

  66. Frankie Smith

    Email or call Marriott directly and let them know what happened. Same thing happened to me and I got $100 reimbursement since they didn't honor the reservation type.

  67. John C Ackerman

    I found out last week the Upgrade Benefit I chose a few months ago is possibly the worst choice of benefits offered to me. At Lifetime Platinum level, upgrades come at no extra cost since they are automatically offered at check in. Last week I requested from Marriott, an upgrade to a suite for a 5 night stay at a Fairfield Inn. The day before I checked in, I was informed, no suites available, so...

    I found out last week the Upgrade Benefit I chose a few months ago is possibly the worst choice of benefits offered to me. At Lifetime Platinum level, upgrades come at no extra cost since they are automatically offered at check in. Last week I requested from Marriott, an upgrade to a suite for a 5 night stay at a Fairfield Inn. The day before I checked in, I was informed, no suites available, so my benefit was restored to my account. Upon check in, I was delighted to be informed the hotel staff arranged for a suite to be available for all 5 nights. All done by the staff, not the Upgrade Benefit from Marriott. I had called ahead and asked for the upgrade from the staff. They did the work to get me in a suite. So, what benefit is a upgrade certificate??? jca

  68. Blessings

    I would have to ask do you pay for your room stays or do you get your rooms comped or substantially reduced as a journalist? If yes, is this why you feel guilty asking for your confirmed upgrade? Either way if you were awarded the upgrade and confirmed your room designation before arrival, it would seem logical you would follow through to get the best possible outcome for your family during your stay. I have...

    I would have to ask do you pay for your room stays or do you get your rooms comped or substantially reduced as a journalist? If yes, is this why you feel guilty asking for your confirmed upgrade? Either way if you were awarded the upgrade and confirmed your room designation before arrival, it would seem logical you would follow through to get the best possible outcome for your family during your stay. I have never heard of someone not addressing a downgrade as it negatively impacts you. Good luck

  69. Brian M

    You MUST do something! Bonvoy has been losing value regularly and if you don’t speak up this sort of thing will continue to happen. The hotel obviously wants to SELL the room rather than lose revenue by giving it awayto you as it is the hotel that loses not Marriott! so you should contact Marriott directly and preferably by phone not via the app it’s so much easier for them to brush you off via app or email.

  70. Stand up

    To be honest I can’t figure out what the point of this post is. If you don’t ever want to pursue and encourage Marriott to do what they guarantee customers then why even bring it up? Stop letting Marriott do whatever they want...you actually have a voice when the rest of us don’t...why you won’t use it but continue to passive aggressively complain about it is unknown to me.

  71. JT Miami

    Similar situation happen to me at Playa Largo Key Largo.
    They stated had no suites available. I took standard room and went to check in the internet. They did have availability. It was a flat out lie. I did contacted management and told them they were misrepresenting the Brand. Besides as an owner who purchased the ownership program, I felt insulted. When ypu purchase program this is one of the sales pitches utilize by...

    Similar situation happen to me at Playa Largo Key Largo.
    They stated had no suites available. I took standard room and went to check in the internet. They did have availability. It was a flat out lie. I did contacted management and told them they were misrepresenting the Brand. Besides as an owner who purchased the ownership program, I felt insulted. When ypu purchase program this is one of the sales pitches utilize by the sales team to get you into ownership.
    Marriot should stop using this sales pitch. They don't have how to enforce it or honor it to the owners.

    I felt betrayed at Playa Largo in Key Largo. Bad reflection on Marriott Brand. It everyone know, each time they call me to purchase more points my disappointment.

  72. Cate

    This happened to me once and I escalated it with the hotel, showing my email confirm. The manager on-site gave me my upgrade. Marriott compensates the hotel for cleared SNAs so they have to honor them. These aren't freebies.

  73. Steve

    Sigh. The hotel entered into a binding contract when it confirmed the upgrade (offer, acceptance and compensation--the SNA). Downgrading you is a breach of that agreement.

    You can't force them to perform but if they fail to do so you can sue for damages.

    Perhaps Marriotts would be less cavalier about their contractual obligations if customers, particularly their best customers, made a point to enforcing those agreement.

    It's one thing to forget a welcome...

    Sigh. The hotel entered into a binding contract when it confirmed the upgrade (offer, acceptance and compensation--the SNA). Downgrading you is a breach of that agreement.

    You can't force them to perform but if they fail to do so you can sue for damages.

    Perhaps Marriotts would be less cavalier about their contractual obligations if customers, particularly their best customers, made a point to enforcing those agreement.

    It's one thing to forget a welcome gift. It's entirely different to confirm and upgrade and then refuse to honor the room. I'd suggest politely letting the general manger know that you feel they should provide the room the hotel confirmed. If he doesn't seem to feel the need to do so then let him know you feel this is a breach of contract, advise Marriott and if that doesn't convince them to resolve matters, then pay for the suite and sue them when you get home.

    The only way companies are going to be forced to change this sort of behavior is when it becomes clear that it is hitting their profits (and hence their stock price). I've been Platinum for almost 30 years and the change in attitude at Marriott has been mind boggling. Under Bill the company prized its reputation for honesty and fair dealing. That no longer seems to be the case.

    It won

  74. Ginger

    I have now been traveling for 4 months straight and if it’s not an Airbnb it is through Marriott. I’ve reached 50+ platinum elite, I have found You Must reach out through email to guest services. You need to be direct on the issue and state what resolution you expect. I’m not a complaining “Karen” on everything but when I’ve spent thousands of dollars and my loyalty is given than I expect the same in...

    I have now been traveling for 4 months straight and if it’s not an Airbnb it is through Marriott. I’ve reached 50+ platinum elite, I have found You Must reach out through email to guest services. You need to be direct on the issue and state what resolution you expect. I’m not a complaining “Karen” on everything but when I’ve spent thousands of dollars and my loyalty is given than I expect the same in return. Doesn’t matter if you think it’s Petty, it’s not! Think of how much these hotels are raking in on all their fees and now no hotel maid service until check out or at request, most hotel services are non-existing. You must demand what you have earned, if they do not follow through than your dollars and loyalty must go elsewhere. Recently I had a not so great experience with an employee at my last stay, I emailed guest services and received 5,000 points and that they appreciate the fact I alerted them to the problem. Like someone else commented, if you do not demand the best and speak up it will then be on you for allowing the treatment and effects everyone.
    Good luck

  75. Mark Hill

    I will be Bonvoy Platinum before June ends. Up to this point I HAVE NEVER RECEIVED AN UPGRADED ROOM. Never. I have asked, but not available is what I'm told. Some mornings when I leave at 5:30am, there may only be 15-25 cars in the parking lot. I read a comment that the hotels don't like to give them out, even though they are supposed to if upgrades are available at check-in. Bonvoy Customer Service...

    I will be Bonvoy Platinum before June ends. Up to this point I HAVE NEVER RECEIVED AN UPGRADED ROOM. Never. I have asked, but not available is what I'm told. Some mornings when I leave at 5:30am, there may only be 15-25 cars in the parking lot. I read a comment that the hotels don't like to give them out, even though they are supposed to if upgrades are available at check-in. Bonvoy Customer Service says they ABSOLUTELY should be giving upgrades when available. I'm thinking about going back to Hilton Honors.

    1. Bud Webber

      I've had similar experiences and gave up on suite awards.

  76. Yvette

    I agree with Brant when he said if you’re not going to do anything, what does it matter what we think. I think you know what we all think and that’s that it’s wrong. I also agree with John, you have to stand for something or you’ll fall for anything and this may cost all to lose our democracy in the hotel business.

  77. Ben

    Hey Ben, I’ve had issues and successes with the Suite Upgrade awards and recently had a hotel confirm with me that it’s actually Bonvoy who confirms the suites, not the hotel. I would recommend reaching out to Bonvoy first and explaining the situation, forward your confirmations and ask for a solution. It always makes a difference when Bonvoy goes through their channels to rectify something vs an individual. Just my thoughts.

    I agree on...

    Hey Ben, I’ve had issues and successes with the Suite Upgrade awards and recently had a hotel confirm with me that it’s actually Bonvoy who confirms the suites, not the hotel. I would recommend reaching out to Bonvoy first and explaining the situation, forward your confirmations and ask for a solution. It always makes a difference when Bonvoy goes through their channels to rectify something vs an individual. Just my thoughts.

    I agree on the $100 compensation benefit, it’s awkward. I’d email the front desk manager, explain the situation and ask what steps to take. If they offer the $100 great, if they push back then contact Bonvoy.

    It’s never a good feeling to have to fight for a benefit or Bonvoy guarantee, but if they won’t honour it then why have us work hard to gain status?

  78. Debra Mango

    Exactly same situation occurred to us twice recently.We are Bonvoy Platinum Elite members with over 7 figures in combined points on our 3 credit cards and platinum 2 week 3 bedroom owners and Vacation Club owners.A few weeks ago at a Boston Marriot we were assured of an upgrade when we booked it .DENIED at desk as "No Availability".2 weeks ago at Newport Marriot once again same last minute excuse of no availability.We plan on...

    Exactly same situation occurred to us twice recently.We are Bonvoy Platinum Elite members with over 7 figures in combined points on our 3 credit cards and platinum 2 week 3 bedroom owners and Vacation Club owners.A few weeks ago at a Boston Marriot we were assured of an upgrade when we booked it .DENIED at desk as "No Availability".2 weeks ago at Newport Marriot once again same last minute excuse of no availability.We plan on selling all our Marriot Time shares,use our points and drop our cards.So sad to see such an obvious decline in customer service due to deceptive corporate policies

  79. David

    This happen to me last week in Cancun where I got the email confirmation with the suite night awards when we got to the resort no suite available and customer service only answer was we I’m sorry there’s anything we can do if they don’t have availability.
    The email confirmation was Worthless

  80. David Karr

    I have been upgraded post check-in and down graded repeatedly at check-in. Even during Covid. Best response afterward was, "Sorry".
    I have come to realize each brand and each property manager has a different feeling about free upgrades and upgrades using suite night awards. Typically it is, what's best for me. However, some recognize the sacrifices it takes on the customers end to achieve accelerated status levels. So they reward you for your sacrifices.

    I have been upgraded post check-in and down graded repeatedly at check-in. Even during Covid. Best response afterward was, "Sorry".
    I have come to realize each brand and each property manager has a different feeling about free upgrades and upgrades using suite night awards. Typically it is, what's best for me. However, some recognize the sacrifices it takes on the customers end to achieve accelerated status levels. So they reward you for your sacrifices.
    Some times this is a big problem for me. Sometimes it is no big deal at all. Many ups and downs and difficult/time consuming to navigate. Loyalty to a particular property seems to be the insurance through this issue. I have been upgraded for free way before stay date and I have been lied to at check in.

    1. Alison R

      David, the way it's handled also depends on the franchise owner. I've worked for some that want & encourage (or even require) that you do whatever it takes to make the guest happy, especially the Elite members.
      On the other hand, I've worked for franchise owners that are only concerned about making money. Otherwise they could care less. Those types of owners don't care about your status especially if you are using a free...

      David, the way it's handled also depends on the franchise owner. I've worked for some that want & encourage (or even require) that you do whatever it takes to make the guest happy, especially the Elite members.
      On the other hand, I've worked for franchise owners that are only concerned about making money. Otherwise they could care less. Those types of owners don't care about your status especially if you are using a free night or staying on points. If you aren't actually paying for the room they don't care who you are.
      As someone who wanted to do anything for the guest & make them happy, it is very frustrating to work for that type of owner.

  81. Ben Bauman

    Demand compensation. Once you let them get away with it once it becomes easier for Marriott to do it again.

  82. Diane

    I don't think getting the things you have earned with your loyalty to a brand is petty at all.
    I'd either get the suite the way it was confirmed, or I'd be staying elsewhere, and I'd be letting the brand know I was very dissatisfied. By declining to pursue it... you make it more likely it will happen to others.

  83. Stephen

    My wife and I recently stayed in Provo m, UT. We had a very similar situation.

    Booked hotel
    Requested suite nite awards upgrade
    Upgrade approved well in advance
    We checked in
    Front desk employee said, oh we don’t have suites. Let me see what I can do.
    Um… yes you do have suites. We’ve stayed here more than once and stayed in one.
    Ok we have a larger...

    My wife and I recently stayed in Provo m, UT. We had a very similar situation.

    Booked hotel
    Requested suite nite awards upgrade
    Upgrade approved well in advance
    We checked in
    Front desk employee said, oh we don’t have suites. Let me see what I can do.
    Um… yes you do have suites. We’ve stayed here more than once and stayed in one.
    Ok we have a larger room available I’ll put you in there.

    Wife and take all our stuff up to the room and it is NOT larger. It was/is a standard room.

    We go back down and tell her that this is s absolutely NOT acceptable.

    Get a manager and if you can’t fulfill the reservation made over a month ago and suite nite upgrade approved by Marriott over two weeks ago then please work with Marriott to restore our suite nite upgrade nite’s today.

    Some short time later she contacts us and tells us they worked it out and found a suite. Interestingly enough it was the exact same floor plan we stayed in previously just in a different floor. It appears to me that it’s the last room on the floor and probably every floor has the same scenario.

    I think when they where faced with calling Marriott and working out the issue they quickly realized working it out would be easier snd cause less issues for them at the location.

    1. Alison R

      They most likely bumped someone else from that room that they had reserved & was guaranteed because you were physically there & hoped the other person, or anyone else, would not show up & everything would work out.
      If I had been working & we were low on inventory, I would not have any rooms pre-blocked or pre-assigned. I would be watching reservations all night, checking to see when each reservation was made, how...

      They most likely bumped someone else from that room that they had reserved & was guaranteed because you were physically there & hoped the other person, or anyone else, would not show up & everything would work out.
      If I had been working & we were low on inventory, I would not have any rooms pre-blocked or pre-assigned. I would be watching reservations all night, checking to see when each reservation was made, how many people listed on the reservation, which guests are Rewards/Elite Members & who booked with a 3rd party. Then it's just a giant puzzle moving pieces around & assigning rooms as you physically check in & prioritizing Reservations & Members. All of that to hopefully avoid the situation that you had.
      With that said, it all depends on any unforeseen issues arising & depends on the experience level of the Agent. Also, how much they care. I used to try to train Agents to do it that way, explain the process & the reasoning behind it & explain that when inventory is low, it's easier & faster to assign the room at check-in. Otherwise we have to do all of that checking & moving around while you stand there staring at us & wondering what we are doing & why it's taking so long &bbn getting irritated with the whole thing.

  84. Zymm

    SNAs are a mess. In this case I don't think there's much you can do with the hotel itself but you can and should take this up with corporate.

  85. DCAFrank

    I know you don't want this to be about your room or your experience, but my guess is that they've done this to someone else as well - who doesn't have a platform like OMAAT. As a reader who this has happened too before, you should reach out to Marriott about this. If not you, then who?

  86. JOY

    Name the property! If the suite still showed available, my guess would be they only intended to give it to you if someone hadn't reserved it up to the min you checked in. I am a platinum for life marriott bonvoy member as well as a Marriott Vacation Club owner, and their "rewards/benefits" seem to only be honored by former Sheraton owner properties. I NEVER see benefits from a Marriott property. I never really noticed...

    Name the property! If the suite still showed available, my guess would be they only intended to give it to you if someone hadn't reserved it up to the min you checked in. I am a platinum for life marriott bonvoy member as well as a Marriott Vacation Club owner, and their "rewards/benefits" seem to only be honored by former Sheraton owner properties. I NEVER see benefits from a Marriott property. I never really noticed how screwed we were as marriott members until the merger with Sheraton. Marriott disregards their elite members where Sheraton honors them.

  87. Andrew

    In the words of Bonvoy, this blog article sounds like "noise around the edges".

  88. Blue Sky

    I have worked for Marriott for 20 years plus. You have done everything well. Booked your reservation using your suite night awards. If your reservation was confirmed with your suite nights. The hotel property is at fault for accommodating your guaranteed reservations.
    Please know not all Marriott property are the same. I know with all the Marriott properties I have worked at and current. We honor and appreciate our Marriott Bonvoy Elite Members. We...

    I have worked for Marriott for 20 years plus. You have done everything well. Booked your reservation using your suite night awards. If your reservation was confirmed with your suite nights. The hotel property is at fault for accommodating your guaranteed reservations.
    Please know not all Marriott property are the same. I know with all the Marriott properties I have worked at and current. We honor and appreciate our Marriott Bonvoy Elite Members. We upgrade Gold, Platinum, Titanium and Ambassador Members to our next room upgrade based upon availability.
    If you’re traveling with your family and want to make sure you have a suite during your stay. Use your suite awards and remember. During high peak traveling time Summer and holidays. Upgrades are not available at some hotels especially the ones in a well traveled area.
    This has happened a lot out of my Marriott career years where Marriott Bonvoy Elite Members throws a fit with the front desk agent throwing member status because we did not have a suite upgrade available upon his arrival for 2 nights during the summer time in San Francisco, CA.
    Front desk agent apologized and explained to the guest. Due to the high occupancy. Our hotel is sold out and have no upgrades available. What our Marriott Bonvoy Members don’t know is. Our room controllers makes sure we block them on the quiet high floor away from ice machines and elevators. To the best rooms they reserved for if we did not have any upgrades available.
    Another reservation I have seen with Marriott Bonvoy Elite Members is they book the cheapest room type and demand to be upgraded to our suites upon check in.
    1) if you book a Queen standard room. Your next room type upgrade IF AVAILABLE is a KING standard room.
    2) If you want to guarantee your suite reservation. Use your suite awards.
    3) Please try not to throw tantrums at the front desk because there’s no suite available and you made the mistake in not booking them ahead before checking in.
    Also remember, if your room guaranteed is not honored when you check in due to the hotel was over sold or whatever the reason is. You do get compensated for this depending on your Marriott Bonvoy Elite Status.

    1. Bud Webber

      I have 5 suite awards in my account me you can have them

  89. Blue Sky

    I have worked for Marriott for 20 years plus. You have done everything well. Booked your reservation using your suite night awards. If your reservation was confirmed with your suite nights. The hotel property is at fault for accommodating your guaranteed reservations.
    Please know not all Marriott property are the same. I know with all the Marriott properties I have worked at and current. We honor and appreciate our Marriott Bonvoy Elite Members. We...

    I have worked for Marriott for 20 years plus. You have done everything well. Booked your reservation using your suite night awards. If your reservation was confirmed with your suite nights. The hotel property is at fault for accommodating your guaranteed reservations.
    Please know not all Marriott property are the same. I know with all the Marriott properties I have worked at and current. We honor and appreciate our Marriott Bonvoy Elite Members. We upgrade Gold, Platinum, Titanium and Ambassador Members to our next room upgrade based upon availability.
    If you’re traveling with your family and want to make sure your you have a suite during your stay. Use you suite awards and remember. During high peak traveling time Summer and holidays. Upgrades are not available at some hotels especially the ones in a well traveling area.
    This has happened a lot out of my Marriott career years where Marriott Bonvoy Elite Members throws a fit with the front desk agent throwing is member status because we did not have a suite upgrade upon his arrival for 2 nights during the summer time in San Francisco, CA.
    Front desk agent apologized and explained to the guest. Due to the high occupancy. Our hotel is sold and and have no upgrades available. As the agent to checking in our guest. What our Marriott Bonvoy Members don’t know is. Our room controllers makes sure we block them on the quiet high floor way from ice machines and elevators. To the best rooms they reserved for if we did not have any upgrades available.
    Another reservation I have seen with Marriott Bonvoy Elite Members is they book the cheapest room type and demand to be upgraded to our suites upon check in.
    1) if you book a Queen standard room. Your next room type upgrade IF AVAILABLE is a KING standard room.
    2) If you want to guarantee your suite reservation. Use your suite awards.
    3) Please try not to throw tantrums at the front desk because there’s no suite available and you made the mistake in not booking them ahead before checking in.
    Also remember, if your room guaranteed is not honored when you check in due to the hotel was over sold or whatever the reason is. You do get compensated for this depending on your Marriott Bonvoy Elite Status.

    1. Andrew

      The Marriott T&Cs specifies the upgrade is to the "best available room subject to availability for the entire length of stay at the time of check-in"

      There's no reason to bring up the issue of next room type upgrade, it should be best available room, subject to the other conditions.

    2. FNT-Delta-Diamond

      That whole upgrade to the next best category may be a nice gesture but the Marriott Bonvoy terms and conditions actually require an upgrade to the best available room or suite, not the next category. So if the junior suite and presidential suite are both available, the guest should get the presidential suite. The question is time of check-in. Upgrades are based at the time of check-in, which now can be 48 hours before actual...

      That whole upgrade to the next best category may be a nice gesture but the Marriott Bonvoy terms and conditions actually require an upgrade to the best available room or suite, not the next category. So if the junior suite and presidential suite are both available, the guest should get the presidential suite. The question is time of check-in. Upgrades are based at the time of check-in, which now can be 48 hours before actual arrival thanks to the Marriott Bonvoy app. Some properties claim upgrades are done at physical arrival, which presents a huge problem if 10 platinums, 5 titaniums and 2 ambassadors show up between 3:50 p.m. and 4 p.m. This is flaw in Marriott's system because the upgrade should first be based on status level like airline upgrades into first-class.

    3. Alison R

      I've worked in the hotel business too & agree with what was said. Another reason a suite might not be available upon arrival is: Even if you check-in 48 hours before arrival, there are several unforeseen issues that could arise. The most common issue is that the person staying in that room before may have extended their stay at the last minute therefore making the room you requested not available. I know rewards members don't...

      I've worked in the hotel business too & agree with what was said. Another reason a suite might not be available upon arrival is: Even if you check-in 48 hours before arrival, there are several unforeseen issues that could arise. The most common issue is that the person staying in that room before may have extended their stay at the last minute therefore making the room you requested not available. I know rewards members don't like that explanation but it does happen. The Front Desk doesn't like having to tell you that anymore than you like hearing it. And it doesn't help for you to yell at the Desk Agent & say (or demand) that we move the other person from that room. Remember, you don't know who that person is or their Rewards level. If that was you extending your stay you would not be happy being asked to move because someone else wants to get in there.
      The other issue could be a maintenance related problem. I know Rewards members think that is a bunch of BS, but it does happen. It could be anything from a broken toilet or faucet to the HVAC unit to the TV. If anyone was checked in to a room with any of those issues, (& told upfront) you would not be happy. And alot of times the Desk has tried to fix it themselves, have notified Management & called the Maintenance person or the Houseman. However, if it is the weekend or evening some Managers/Owners will not pay the Maintenance person to come in & work overtime or pay after hours fees to have a vendor come in. I've worked some places where the Maintenance guy got paid extra for each time he was called in & that was in addition to their wage. I've also worked places where I couldn't get ahold of the Maintenance guy or he refused to come in, because he knew he wouldn't get paid for his time. (Keep in mind that was at a smaller hotel & we didn't have Maintenance there 24/7.)
      So the point is, the Desk Agent knows you are going to be unhappy before you do. They don't want to be the one to have to tell you & the one to be yelled at. They are just the messenger, so please don't take it out on them.
      It always baffled me how a guest could be SO irate with me and I've offered everything that I can (or are allowed to do) & been apologetic & empathetic, but the next day the guest is as calm as can be when they talk to the Manager & tell the Manager that I had offered them nothing & gave them attitude the night before.

  90. Quinn

    You should 100% reach out to Marriott corporate. If you have a confirmed suite night award, they should honor it. It sounds like they sold this room to someone paying cash and don't want to give it to you now.

  91. Ali

    Marriott program and customer service is deteriorating and Corporate don’t get back to their elite customers Had a terrible experience on my last two stayed and Corporate ignore my emails and feedback. Maybe they are getting to big and can’t manage the load.

  92. Kacee

    Lucky, the property is lying to you. Please call them on this and raise the issue with Marriott corporate. A similar experience was just reported at a Greek property in the Flyertalk Marriott SNA forum. Properties' open flaunting of Bonvoy terms and conditions has grown to epidemic levels.

  93. Jamie R

    My guess is that they were able to sell the room, and then justify it as a system glitch. Usually, platinum and titanium concierge is the best route to go to resolve this. I would either take the junior suite for four nights and get my voucher back (as it was not the requested upgrade) or if I didn't mind moving rooms I would ask them for the status based upgrade for the first two...

    My guess is that they were able to sell the room, and then justify it as a system glitch. Usually, platinum and titanium concierge is the best route to go to resolve this. I would either take the junior suite for four nights and get my voucher back (as it was not the requested upgrade) or if I didn't mind moving rooms I would ask them for the status based upgrade for the first two nights, and have those two vouchers returned. When Marriott gets involved on your behalf, the hotel tends to hold themselves more accountable, and whatever solution is agreed upon typically happens with documentation to back you up if it doesn't and need to call in again.
    With almost all properties offering limited housekeeping during your stay, changing rooms is like instant service, so there is that benefit. No waiting for someone to come clean the room, or having to leave for that to happen. I hope it all worked out for you.

  94. Bader

    Im a bonvoy member and I honestly do not understand the rewards system. A system based on night stay and not amount of night paid. How is it comparable when staying 75 nights at a category 2/3 let say $ 125 a night would get Platinum status and staying at category 8 at $ 400+ for 13 night would still be silver .

  95. beachfan

    Might I add that I think you owe it to your readers to bring this up with Marriott corporate? This is obviously a much bigger deal than missing the welcome amenity.

    Obviously, you really don't owe anybody anything, but I'm always strongly appreciative when Gary brings up issues with Corporate (usually Hyatt) and get's some results.

  96. Ibiza

    This doesn’t surprise me, 1st being a Southern European hotel (Greek) and 2nd, a Marriott property. I would just chalk it up as a loss, and publicly name the Marriott property so others do not stay there in the future. Marriott has an attitude of “to big to fail”, as I expect quite a few additional reports of rogue Marriott properties in the future coming out of the COVID pandemic to decline Bonvoy benefits— what’s...

    This doesn’t surprise me, 1st being a Southern European hotel (Greek) and 2nd, a Marriott property. I would just chalk it up as a loss, and publicly name the Marriott property so others do not stay there in the future. Marriott has an attitude of “to big to fail”, as I expect quite a few additional reports of rogue Marriott properties in the future coming out of the COVID pandemic to decline Bonvoy benefits— what’s the point of a loyalty program then, if it’s a bait and switch game? Personally, the Greeks are known to attempt to rip off the ‘merican tourists— it’s embedded in their culture.

  97. Scott Moore

    What about the Ultimate Reservation Guarantee? You have the confirmed suites for your nights. If they cannot honor your reservation, they are supposed to put you up in different hotel, plus cash and points.

  98. Player

    You must advocate for the interest of your readers so that things improve for everyone, not merely settle for the resolution of your issue

  99. Chris

    I honestly haven't had a successful stay at a Marriott property in over a year. It's always been some problem. Typically, it's points not posting correctly, welcome amenity points not posting at all. I'm over the entire chain.

  100. Joe

    Same thing happened to me recently. Hotel tried to trick me into thinking it was the suite i was confirmed it. Ended up asking for refund of the SNA, but they didn;t care and no other compensation was offered.

  101. WLT

    We stayed at a Design hotel in December that lost our entire reservation and were not able to honor the room we booked. They blamed "the system" as well. Countless follow-ups between Marriott and the hotel ultimately went nowhere.

  102. FNT-Delta-Diamond

    As far as I know, the property has no role whatsoever in the processing on suite night certificates.

    This is done by Marriott. I believe the only involvement a property has in designating which categories are available for purposes of redeeming the certificate.

    This almost certainly looks like one of those situations in which a property is trying to sell a room for revenue. It doesn't help that there is a language barrier and...

    As far as I know, the property has no role whatsoever in the processing on suite night certificates.

    This is done by Marriott. I believe the only involvement a property has in designating which categories are available for purposes of redeeming the certificate.

    This almost certainly looks like one of those situations in which a property is trying to sell a room for revenue. It doesn't help that there is a language barrier and a time zone difference.

    However, Marriott does have a compensation guarantee for room category. You booked a room and were 100% confirmed into a suite via the upgrade instrument. I would no problem invoking the Ultimate Reservation Guarantee: "If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience. " This involves $200 cash and $90,000 points at properties flagged under EDITION, The Luxury Collection, W Hotels, JW Marriott, Marriott Hotels, Sheraton, Delta Hotels, Le Méridien, Westin, Autograph Collection, Renaissance Hotels, Tribute Portfolio, and Gaylord Hotels. See 4.3.a.(iii) of the Bonvoy terms and conditions.

  103. Steve

    They probably saw the site re-design and decided to downgrade you.

    1. Jose Rodarte

      I agree. Sorry, but the redesign is terrible.

  104. John

    This happened to me in Italy. It was a very big deal to me as I was flying to Italy for only 5 nights, to stay at this very fancy property and nowhere else. I reached out to Marriott executive leadership and the hotel GM simultaneously. Noting this was essentially a breach of contract, as I had my confirmation email. Technically, you could pursue the difference in cost between the room values for the breach....

    This happened to me in Italy. It was a very big deal to me as I was flying to Italy for only 5 nights, to stay at this very fancy property and nowhere else. I reached out to Marriott executive leadership and the hotel GM simultaneously. Noting this was essentially a breach of contract, as I had my confirmation email. Technically, you could pursue the difference in cost between the room values for the breach. Put them on the defensive, ask to see this supposed denial confirmation. If they can’t produce it, you need to push much harder than seeking $100. In my situation, after several phone calls and emails, my suite was reinstated. If they can’t reinstate it they should be comping nights.

  105. Raj

    Bravo on the hotels part. They should get rid of the dumb guarantee. But on the positive this is why I prefer owning Marriott hotels vs Hyatt. Hyatt would call and complain and threaten me as an owner to make things right, quite the opposite of good customer service.

    Marriott always sides with their customers, hotel operators, first. Suites should never be guaranteed, it's a lost revenue opportunity as well as a lost loyalty...

    Bravo on the hotels part. They should get rid of the dumb guarantee. But on the positive this is why I prefer owning Marriott hotels vs Hyatt. Hyatt would call and complain and threaten me as an owner to make things right, quite the opposite of good customer service.

    Marriott always sides with their customers, hotel operators, first. Suites should never be guaranteed, it's a lost revenue opportunity as well as a lost loyalty perk.
    They're something we can provide once we know rooms are not sold, and secondarily we provide them first to our loyal customers vs the chain loyalty program.

    I do expect more of these benefits to disappear as the benefits are minimal to their customers and covid has given a lot of us a chance to rebrand and leave poor customer experience brands like Hyatt and Hilton for Marriott.

    1. uldguy

      Raj, which Marriott properties are yours? I want to be sure to avoid them.

    2. Raj

      Lol. I'd prefer if entitled guests didn't come either but you'll see the locations and photos and you'll end up booking. 4.91 stars across 15 Marriott properties and more at other hotels, we always put our customers experience first. Thus Customers are always happy, just the freebie points people who complain because their CC ripped them off and because their experience was less than the blogger who pushed the CC points to them.

    3. JarJar

      Lol. Why not name your 15 4.91-star properties for us entitled guests to avoid? Win win.

    4. UA-NYC

      this is probably the same "hotelboy" who posts on Marriott FT...emblematic of Marriott's "screw the customer" attitude.

      hope your properties go bankrupt!

    5. Martin

      The most idiotic statement I’ve read so far. If you don’t believe in chain loyalty, become an independent hotel operator. Drop the name brand hotel affiliation and add your name to the hotel. Call it Hotel Raj. I’m sure you love the chains loyal customers when they pay full rate but you don’t love them when you have to give an upgrade that they have earned? I’m sure Hotel Raj would outperform any of these other chain hotels.

    6. Matt

      So you just want the benefit of an international brand without having to provide the associated loyalty benefits? Sounds pretty lopsided. Perhaps you should just operate your hotels privately.

    7. Ginger

      Wonder if Marriott is aware of this owner’s position? This sounds like a deterrent to book with Marriott! Concerning.

    8. Roger

      Ok, I have to add my bit to this one as one of those pesky "elites." Many of us are corporate travelers and most of our stays are paid by our employer, but we do have a choice about what brands we use.

      Raj (and owners like him) know that we aren't going to spend hours researching hotels for a typical business trip and will just pick a brand we like that has convenient...

      Ok, I have to add my bit to this one as one of those pesky "elites." Many of us are corporate travelers and most of our stays are paid by our employer, but we do have a choice about what brands we use.

      Raj (and owners like him) know that we aren't going to spend hours researching hotels for a typical business trip and will just pick a brand we like that has convenient locations. Raj knows this and decides that being associated with a brand is valuable to attract the paying customer.

      But brands compete and offer award stays and upgrades to incent loyalty (again benefiting owners like Raj). But when it comes time to cash in the loyalty, owners like Raj find it inconvenient. Inconvenient enough to try to side step honoring the loyalty program benefits. I have had this experience myself and wished the hotels that just don't want to provide the benefits would just leave the brand rather than try to hoodwink the guest.

      So the travel that we are emotionally vested in (discretionary) gets a totally different level of service than the travel we are obliged to do (work). That makes a lasting impression.

      In the end we feel like Marriot as a brand isn't living up to its promises and we stop using that brand for the one that does ask call Raj and ask him to "make things right." Makes me wonder if Raj owns Marriott hotels by choice. Maybe other brands asking him to keep "making things right" led him to a brand that anymore doesn't seem to be committed to the guest as the customer.

      I might need to reconsider which brand I use...

  106. Gregg

    I am SO glad I dropped Marriott two years ago and switched my loyalty to Hilton and Hyatt. While neither is perfect they are far ahead of Marriott when it comes to guest recognition and loyalty.

    Ben, I imagine you’re burning off some of your Marriott points with these stays. That still does not change the fact that they will not honor what you confirmed. You’re an influential travel advisor with a global reach. Name the hotel so that others know to stay away.

  107. beachfan

    There’s another report on flyer talk about this. Sometimes the Lurkers on flyer talk can help.

    You need to get corporate involved.

  108. JD

    Blaming it on "the system" is absurd. Insist on the suite upgrade; if not available, you should seek the $100 compensation, and, for your readers, name the hotel...that's one of the key purposes of the site. Thanks!

  109. JBM

    This is a bigger deal than not offering you the points. It also speaks to how little control Marriott has over its hotels. I would demand that the upgrade be honored. If not, the suite nights should be refunded and they need to compensate you through the roof with points.

    Frankly, Marriott is already on shaky ground with me. This would be the kicker to send me to Hilton.

  110. Brant

    If you are not going to do anything about it, why are you interested in what someone else would do? It apparently doesn’t matter what anyone else would do. Frankly, as a writer in a fairly well known blog, you’d be encouraging Marriott not to make amends by declining to pursue these important matters. This affects all of us. If a company feels like even influential people don’t care enough to demand what they’ve been...

    If you are not going to do anything about it, why are you interested in what someone else would do? It apparently doesn’t matter what anyone else would do. Frankly, as a writer in a fairly well known blog, you’d be encouraging Marriott not to make amends by declining to pursue these important matters. This affects all of us. If a company feels like even influential people don’t care enough to demand what they’ve been promised, what hope is there for the little guy. Personally, I don’t appreciate your attitude. If you’re going to stand up for yourself, and by association, all of us, then do it. Otherwise, stop writing about short comings you will not do anything to rectify.

  111. szeitzer

    If the hotel / Marriott can not fix their problem. I would book elsewhere if possible. Marriott's inability/desire to take care of their elite members is why I try to stay at Hyatt hotels.

  112. Roberto

    It sounds like they gave someome else an upgrade on your behalf. I would really insist on the upgrade and tell them that you will propose an internal inquiry to people out of management that you know. Sounds harsh but if something was done wrong on purpose that person might reconsider it.

    1. EC2

      Yes. If a hotel has a booking come in and the person wants to upgrade to that suite for same nights or longer and is paying cash why wouldn’t they drop a SNA upgrade? Nothing is contractual regarding one’s Bonvoy status or perks. Maybe it was just a system glitch, but seems wise to contact hotel directly to confirm as email from Marriott is apparently worthless. I would be calling the elite desk and bitching up a storm.

  113. William

    Hopefully continued posts by major bloggers of Marriott's screwups will help move things for everyone.

    If it happened to me, I'd want compensation, and I'd firmly insist on it, in addition to a reinstatement of my suite nights.

  114. Kirby

    Had the same thing happen to me at the Tysons Corner Marriott this past weekend. They did refund my SNAs within about 36 hours and well before I was scheduled to check-in. I just canceled the stay since there were plenty of other choices in the area. I’ve stayed at this hotel a couple times in the past and thought it was fine. I will avoid it from now on.

    1. Margot

      Exactly. You have an option to cancel your stay unless they do it right for you.

  115. LovetoFly

    At what point are problems with Marriott no longer a "one off"? Obviously there are mistakes but it seems like corporate Marriott has lost control of the management of the hotels which results in issues such as this and the hundred of others that we've seen over the past year. I just can't do it anymore with them. I'm spending down my points and will sit back with my lifetime status until they get their act together.

    1. Martin

      They have over 7000 hotels and millions of customers so mistakes are bound to occur. This person did not report or make an issue of their negative experiences so Marriott Corp can’t get involved if it was never reported to them. Im a 30 year hospitality associate and “every” hotel will make mistakes regardless of the brand or management company.

  116. Elio

    Hey judging by the pics is this the Aegon hotel?
    I also booked and used a 2 suite nights. Should I be scared?

    1. gfrew

      Yes in a later post he confirmed that it is indeed the Agon.

  117. John

    With all that's gone on they are understandably doing everything they can to maximize revenue. The risk to Marriott is that in so doing they are alienating Marriott's best customers. In an ideal world Marriott corporate would hash out some sort of compromise. A free dinner, spa credit, X thousand Marriott points etc. if in the fact the room isn't available.

  118. josqdan

    This happened to me in Aruba last November. The hotel had closed multiple floors from reduced demand due to COVID . According to the hotel the system still showed the blocked rooms and confirmed the upgrade by mistake. Much like you mentioned the options for recourse are limited since they can’t make rooms appear but Marriott did reinstate the suite night rewards to my account. It wasn’t a huge issue since I was traveling alone,...

    This happened to me in Aruba last November. The hotel had closed multiple floors from reduced demand due to COVID . According to the hotel the system still showed the blocked rooms and confirmed the upgrade by mistake. Much like you mentioned the options for recourse are limited since they can’t make rooms appear but Marriott did reinstate the suite night rewards to my account. It wasn’t a huge issue since I was traveling alone, I didn’t get charged the suite night rewards, and I think the hotel gave me some free drink coupons for the beach bar. However, if I would have been with family loosing a confirmed upgrade could have raised other challenges.

  119. Jimmy

    Looks like the same property that someone else on FT (SNA thread) had an issue with a confirmed suite upgrade. The general Ambassador email told the person tough luck as the Jr. Suite is still an eligible room type for a SNA at that property. Supposedly, they emailed their personal Ambassador afterwards but no updates were provided.

    Getting the SNAs refunded could be a hassle if you don't have screenshots of the request and/or...

    Looks like the same property that someone else on FT (SNA thread) had an issue with a confirmed suite upgrade. The general Ambassador email told the person tough luck as the Jr. Suite is still an eligible room type for a SNA at that property. Supposedly, they emailed their personal Ambassador afterwards but no updates were provided.

    Getting the SNAs refunded could be a hassle if you don't have screenshots of the request and/or the upgrade being confirmed. I learned this the hard way at the Gritti Palace as my upgrade cleared into a room type that I did not select. Eventually, the hotel and Marriott CS was able to refunded me back the SNA after a few days.

    1. Megan

      FT is Flyer Talk. A discussion board website.

  120. Gary Leff

    You should get a better suite for the full stay (although I can see them offering it just for the two nights).

    Suite Night Awards are capacity controlled. They do not generally book into the last available room of an eligible type. If there was a 'glitch' as opposed to the hotel continuing to sell the room type or giving the upgrade to someone else, that's on Marriott since processing of these is confirmed centrally...

    You should get a better suite for the full stay (although I can see them offering it just for the two nights).

    Suite Night Awards are capacity controlled. They do not generally book into the last available room of an eligible type. If there was a 'glitch' as opposed to the hotel continuing to sell the room type or giving the upgrade to someone else, that's on Marriott since processing of these is confirmed centrally or on the hotel for mismanaging its inventory but in either case not on the guest.

    It should be seamless to the guest and between the hotel and Bonvoy to work out who is to blame and if additional compensation to the hotel should be due.

    But it's not your problem. And if by some chance they do not have an available better suite they should make some other compensating gesture, complimentary spa treatments or whatever.

  121. kay_elemeno

    I'm with you on the $100 guarantee you already posted about... doesn't seem worth it to me. This is a different story. If I were in your position my blood would be boiling and I think it's appropriate to politely escalate. This is a major disappointment and I would think the hotel would want to make it right.

    1. AJW050

      I agree completed...and I am an employee for a Marriott branded property. We would definitely want to make it right.

  122. John B

    Looking forward to a review of this hotel as I have 3 nights booked for late July. I won't say the hotel in case you're intentionally omitting it for the time being.

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Brant

If you are not going to do anything about it, why are you interested in what someone else would do? It apparently doesn’t matter what anyone else would do. Frankly, as a writer in a fairly well known blog, you’d be encouraging Marriott not to make amends by declining to pursue these important matters. This affects all of us. If a company feels like even influential people don’t care enough to demand what they’ve been promised, what hope is there for the little guy. Personally, I don’t appreciate your attitude. If you’re going to stand up for yourself, and by association, all of us, then do it. Otherwise, stop writing about short comings you will not do anything to rectify.

Gary Leff

You should get a better suite for the full stay (although I can see them offering it just for the two nights). Suite Night Awards are capacity controlled. They do not generally book into the last available room of an eligible type. If there was a 'glitch' as opposed to the hotel continuing to sell the room type or giving the upgrade to someone else, that's on Marriott since processing of these is confirmed centrally or on the hotel for mismanaging its inventory but in either case not on the guest. It should be seamless to the guest and between the hotel and Bonvoy to work out who is to blame and if additional compensation to the hotel should be due. But it's not your problem. And if by some chance they do not have an available better suite they should make some other compensating gesture, complimentary spa treatments or whatever.

DCAFrank

I know you don't want this to be about your room or your experience, but my guess is that they've done this to someone else as well - who doesn't have a platform like OMAAT. As a reader who this has happened too before, you should reach out to Marriott about this. If not you, then who?

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