Marriott Bonvoy is the world’s largest hotel loyalty program. An OMAAT reader who is a new Platinum member just asked me what he can realistically expect in terms of upgrades, and if members are supposed to ask for them at check-in, or how they’re assigned. I figure this is a topic worth covering here, and I certainly welcome the takes of others.
In this post:
Marriott Bonvoy’s elite suite upgrade policy
While Marriott Bonvoy has five elite tiers, status really starts to get valuable with Platinum status and above. For what it’s worth, Platinum status requires 50 elite nights per year, Titanium status requires 75 elite nights per year, and Ambassador status requires 100 elite nights and $23,000 of qualifying spending per year.
It’s also worth keeping in mind that Marriott offers Platinum status with its most premium credit card. Those with the Marriott Bonvoy Brilliant® American Express® Card (review) receive Platinum status for as long as they have the card.
On paper, the three elite tiers more or less have the same upgrade benefit. Here’s how Marriott Bonvoy describes the Platinum and above upgrade benefit:
Enhanced Room Upgrade We’ll do our best to upgrade your room (including Select Suites), based on availability upon arrival. Upgrades are subject to availability identified by each hotel and limited to your personal guest room.
Let me emphasize a few of the important terms:
- Platinum members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay
- Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on executive floors
- At Ritz-Carlton, suites are only included for Titanium and Ambassador members, and rooms with direct club access are excluded from the upgrade benefit
- Enhanced room upgrades are subject to availability and are identified by each participating property
- The complimentary enhanced room upgrade for Platinum members and above is available at all participating brands, except at Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences Scottsdale, and Ritz-Carlton Reserve
Note that this complimentary upgrade benefit is separate from the Nightly Upgrade Awards (NUAs) that can be selected as part of the Choice Benefits program. These allow you to lock in upgrades starting three to five days before a stay.
How Marriott hotels approach elite upgrades
I don’t envy the situation that individual Marriott hotels are in when it comes to offering room upgrades. The challenge is that Marriott has seen a massive inflation in elite members, and many properties have a disproportionate number of elite members competing for a limited number of suite upgrades.
In many ways, there are parallels between airlines and hotels when it comes to elite status. In the US, many airlines also offer unlimited complimentary first class upgrades. The issue is that airlines sell a vast majority of first class seats, so you have a large number of people competing for a limited number of upgrades.
I think the major difference between airlines and hotels is that the former are incredibly transparent about upgrades — on the day of departure, airline apps will show you how many first class seats are remaining, along with the upgrade priority list. The issue with hotels is that there’s a lot less transparency.
Elite members will check-in at hotels and see a bunch of upgraded rooms (including standard suites) available for sale, only to be told that they’re not available. It’s understandable to be skeptical of whether hotels are doing their best to deliver on the promised benefits.
The way I view it, Marriott properties generally fall into one of three categories when it comes to upgrades:
- On one end of spectrum, some Marriott properties genuinely do their best with proactively upgrading elite members; that’s not to say that everyone will get upgraded, but they try do to their best to act within the spirit of the program, and fill all possible rooms that could be used for upgrades
- On the other end of the spectrum, some Marriott properties almost seem to have a disdain for elite members and will do everything in their power to avoid providing upgrades; they want to be part of Marriott for the distribution power, but they don’t actually want to provide the perks that make people loyal to the brand
- Many properties are somewhere in the middle; they’ll sort of try to upgrade members, but perhaps not to the best possible rooms, or sometimes only if people ask
As you’d expect, your experience will also differ greatly based on where in the world you are. Generally speaking, the United States is where you’ll find the most elite members, and the hotels that care the least. That’s not a great combo. Meanwhile the further from the United States you get, and the more off the beaten track you go, the better the odds of a hotel trying a bit harder.
I think it’s worth emphasizing that there are some hotels that try really hard, but where a vast majority of elite guests may still be disappointed by their upgrades. It’s not unheard of to have well over 100 Platinum members staying at a hotel at once, and there’s only so much the property can do.
How Marriott elites should approach suite upgrades
What’s the right approach for Marriott Bonvoy elite members to take when it comes to upgrades? Should you just expect that you’ll be upgraded to the best available room, should you reach out to a hotel in advance, should you ask about an upgrade at check-in, or what?
I don’t think there’s a wrong or right approach, but let me share my view on things, and what I consider when booking, prior to my stay, and at check-in. And I of course welcome OMAAT readers to share how they approach things.
First of all, when booking a Marriott Bonvoy hotel, there are several things I’ll consider. I’ll generally look at the room types, to see how many potential standard suites there are. You can often search online to see the ratio of guest rooms to suites, so obviously properties with more suites give you better odds of an upgrade.
I’ll also look at reviews of the property, plus threads about a hotel on FlyerTalk, to get a general sense of how the hotel does with elite recognition. Some hotels are known for being generous with elite members, while others aren’t, and I’ll generally try to avoid the latter.
Prior to checking into a hotel, I check the Marriott app to see what kind of a room I’ve been blocked into. Hotels will often block elite members into certain rooms either the night before arrival, or sometimes even earlier than that. That room assignment isn’t “final” and is always subject to change, but it’s good to get a general sense of what you might be able to expect. Hotels that block elite members in upgraded rooms in advance are also generally trying harder.
I should note that some people will message the hotel through the Marriott Bonvoy app before arriving to ask about the possibility of an upgrade. I’ve seen plenty of people report success with this, but it’s not something I personally typically do. Hotels are under no obligation to provide upgrades in advance, as the benefit is that you’re upgraded to the best available room at check-in.
Then typically shortly before checking into a hotel, I’ll go to Marriott’s app and see what kind of premium rooms are still for sale, and how many of them are for sale. That helps with getting a sense of what an upgrade may include.
When checking in, ideally the front desk agent will thank you for your elite status, and/or mention if you’ve been upgraded:
- If there’s no mention of an upgrade, I’ll typically ask “do you have any [elite tier] upgrades available, by chance?”
- If they indicate that they’ve already upgraded me, but it’s not a great upgrade, I’ll sometimes say “do you maybe have any suite upgrades available, because I see there are still quite a few suites available for sale for the duration of my stay?”
Nowadays I don’t typically “argue” beyond that, and won’t escalate further. That’s because I recognize that even if they do have suites available for sale, it’s possible that other elite members have been blocked into them. After all, there’s still a pecking order for upgrades among elite members.
In the United States, I generally don’t expect much in the way of upgrades. Meanwhile outside of the United States I often have decent luck, or at least find that hotels are trying their best to honor upgrades as much as possible.
Bottom line
On paper, Marriott Bonvoy has a very generous upgrade policy, as Platinum members and above receive space available suite upgrades at most brands. The challenge is that not all hotels act within the spirit of the program. Furthermore, even the hotels that do act within the spirit of the program struggle, given the number of people with elite status.
To Marriott Bonvoy Platinum members and above, what approach do you take toward upgrades?
I think it's all situational. I do think I get upgraded more as a Titanium vs. Platinum.
In the US, at the lower end chains like Fairfield, Courtyard, Towneplace, etc you would be lucky to even have status acknowledged at check in, upgrades hardly ever. But as an exception I travel to a Fairfield location regularly for work, and when I check in the staff who recognize me will always put me in an...
I think it's all situational. I do think I get upgraded more as a Titanium vs. Platinum.
In the US, at the lower end chains like Fairfield, Courtyard, Towneplace, etc you would be lucky to even have status acknowledged at check in, upgrades hardly ever. But as an exception I travel to a Fairfield location regularly for work, and when I check in the staff who recognize me will always put me in an available suite if there is one available. This past year I stayed at The Tonnelle a Tribute Portfolio hotel in the Garden District in NOLA. Was status upgraded on the app 1 day before check in to the St. Charles Suite, best suite in the hotel. I saw that this happened often for elites so that's why I chose the hotel. And I knew my chances were better off-peak. When staying at two Sheratons in the US I had issues with my room like a busted air conditioner and because I was elite and asked nicely and was given a suite. I find that asking nicely at check in especially when you are in some random business travel location in off peak periods works at least half the time. You can't expect status upgrades at anywhere desirable, like Hawaii or NYC or any place popular during a peak season.
But yes internationally status is much better. I stayed at the Le Meridien Suvarnabhumi BKK, and just asked for a suite at check in and they gave me a large deluxe suite with a bathroom with a giant tub, the size of a whole Courtyard room. Stayed on points at the St. Regis Maldives for an anniversary. And yes my NUA's cleared. But I did communicate in advance with the hotel about my anniversary and when the NUA did clear asked and got villa #535, arguably the best 1 bdr overwater at the resort.
Do I miss Starwood? hell yes. Full breakfasts for elites, lounge access, etc. But I think with Marriott, you just need to never expect a status suite upgrade, but if you need one, book one, and do your research and choose hotels that upgrade elites more, and you may get lucky in off peak seasons.
I'm lifetime Titanium having been Titanium for like 40 years. In the 80's status genuinely meant something. Upgrades were always offered when space was available. Stopped asking for upgrades to a better room, let alone a suite, more than a decade ago since I was almost always told one wasn't available even when I could see one was bookable at check in.
Solved the problem by moving as many of my stays as possible to Hyatt and have no regrets.
Years ago when I was a Titanium, I noticed a pattern at Marriott Tokyo - for-sale suites would routinely disappear from inventory right before check-out was permitted (at 4am) - that prevented entitled people from arguing that the rooms were available for sale, so they should be able to get them.
I went down at 3:30am one morning, asking for a room change (I had like 10 days left) and upgrade. The poor woman who...
Years ago when I was a Titanium, I noticed a pattern at Marriott Tokyo - for-sale suites would routinely disappear from inventory right before check-out was permitted (at 4am) - that prevented entitled people from arguing that the rooms were available for sale, so they should be able to get them.
I went down at 3:30am one morning, asking for a room change (I had like 10 days left) and upgrade. The poor woman who had been assigned to work graveyard was apparently unaware the system was designed to systematically deny upgrades, so she gave me a nice room in the property. (If they had followed their internal rules, they would have told me that I can’t change rooms until 4am.)
So, technically it worked, but not sure if it would be reproducible. But it shows the extent some hotels go to make sure you won’t get program benefits like this one.
Also, I genuinely did feel like Shane, asking about the Pineapple Suite. I really dislike having to persist for upgrades.
Are there certain Marriott branded hotels that offer more suites than others? I just hit Titanium for 2025 and typically stay at Courtyards but would love to find other Marriott hotels just offer more suite options.
You mean like the physical number of suites in a building? Depends on the property. In general, a Courtyard or Fairfield may only have 2 or 3 suites. Some of the older 1980s-era Marriott (as in the flagship brand, not the parent company) properties also only have two or three suites. Other properties may have a dozen. It really depends on whatever the owner or management company thought the hotel could realistically sell whenever the...
You mean like the physical number of suites in a building? Depends on the property. In general, a Courtyard or Fairfield may only have 2 or 3 suites. Some of the older 1980s-era Marriott (as in the flagship brand, not the parent company) properties also only have two or three suites. Other properties may have a dozen. It really depends on whatever the owner or management company thought the hotel could realistically sell whenever the hotel was either built or last extensivel;y renovated. A quick search on Google of a prospective property will generally within seconds tell you how many rooms and suites that property has.
Most of the time in the US nothing! Over seas maybe an actual upgrade.
Do u consider a higher floor or room away from the elevator a upgrade
@Jay Apparently, DCS thinks so. The HGI HK listed a standard room on a higher floor as a premium room and wanted 113,000 Hilton points for a night on December 26. Anything by Hilton is premium though for him, haha.
Maybe it's just me but I couldn't care less about a suite most of the time. I can see Lucky enjoying when traveling with family for several days, but that's when you won't get that suite. You'll get it when dropping in for a night when it's a pointless upgrade. Both for reasons of Murphy's Law and because zero opportunity cost for the hotel.
When every other guest is "elite", nobody is.
I don't worry about getting a suite and presume most stays will be in a regular room - maybe even a room on a higher floor. There are certain hotels that I regularly visit as a Titanium and in the off season as a regular guest they give me a suite.
That is why to me I focus on what the terms give and that is free breakfast, lounge access and bonus points. So...
I don't worry about getting a suite and presume most stays will be in a regular room - maybe even a room on a higher floor. There are certain hotels that I regularly visit as a Titanium and in the off season as a regular guest they give me a suite.
That is why to me I focus on what the terms give and that is free breakfast, lounge access and bonus points. So I seek out hotels who are generous with their breakfast or lounges and there are many who have given me a $70 breakfast that I would have paid for and all of this on a $125 stay. Now that's Titanium Elite status at its best.
I couldn’t agree more. Granted early on in my ‘career’ I cared a lot more about upgrades, whereas now the novelty has worn off making it much easier to manage my own expectations. Upgrades are great when received, but it’s the other guaranteed benefits (breakfast and late checkout especially) that I value most. If I really want a suite for some special occasion, then I’ll just pay for it, using the $$ I’ve saved from free breakfasts over the years :)
Bingo Greg. Focus on the benefits you are sure to get rather than moan if you don’t get upgrades. The hotel would rather sell that suite or use housekeeping to clean your smaller room more quickly tomorrow.
Very strange result at the Wailea Beach Resort on Maui. Upgrade award requested and rejected, then upgraded at check in to the same suite requested. Earlier in the year, would have been ideal as they could have been used again, but just meant that upgrade awards went unused
I had the same experience at the Waikoloa Resort in Kona. I've had virtually no luck with the suite upgrades and the last 3 years.
@DenB I would believe that your wonderful experience with an SLH property is the exceptions and not the norm. As a Hilton Diamond member, I stayed at the Lanson Place Hong Kong and the best guest room upgrade I got was a studio room and would not proactively upgrade you to a suite. Others who have stayed there when booked through Hilton did not even get any upgrades at all. So, yeah it wasn’t bad...
@DenB I would believe that your wonderful experience with an SLH property is the exceptions and not the norm. As a Hilton Diamond member, I stayed at the Lanson Place Hong Kong and the best guest room upgrade I got was a studio room and would not proactively upgrade you to a suite. Others who have stayed there when booked through Hilton did not even get any upgrades at all. So, yeah it wasn’t bad at all in my experience because at least it was upgraded to a non-suite better room.
They do allow you to check out at two pm but no early check in unless you want to pay for it as this was expressed via email from the front desk. Also, the worst part of it all though was the breakfast option. You must pre order it via on the TV the day/night before although you can order it with staff but need to wait for it. What you get is a breakfast to go as you are not allowed to eat in the restaurant. It is a continental breakfast with a choice of a small cup of coffee, tea or juice and you get a small cup of sliced fruits with a choice of danish or croissants and I can assure you that the pasty size was extremely small. Yet, SLH members can eat in the restaurant which is understandable but even those guests who book via OTAs can have breakfast in the restaurant as well. So, what is the point of the Hilton and SLH partnership where Hilton elite members are only given the option of a very small and limited continental breakfast to go so we are on the bottom of the guest list.
Ben, it's great that you covered this topic. Seasoned hobbyists know the situation. But, those new to the hobby need to hear the brutal truth. And, as there are always people entering the hobby, periodic republication is a service to the community.
Every article by the bloggers shilling a credit card should have in bold print, the advertised benefits will almost certainly not be provided or realized.
Granted. But for the article, our comments of hard-learned lessons would otherwise not be heard.
Yep, my experience has been 'hope for the best' but expect 'normal.' Which is fine. As a platinum I would have gotten upgraded about 50% of the time to either a suite or larger room. It is hotel dependent of course. Most of my stays were in Houston or Austin area.
My approach: expect nothing in North America. If it's really important to me, contact the hotel before booking, ask their help to "significantly improve my chances", write down staff name, etc etc. But I'd rarely bother in North America. In Asia, I choose properties known for generous elite recognition, like the excellent Athenée in Bangkok, where I got excellent suite upgrades and all the other goodies. Ben's pre-stay research is worth it in Asia. I...
My approach: expect nothing in North America. If it's really important to me, contact the hotel before booking, ask their help to "significantly improve my chances", write down staff name, etc etc. But I'd rarely bother in North America. In Asia, I choose properties known for generous elite recognition, like the excellent Athenée in Bangkok, where I got excellent suite upgrades and all the other goodies. Ben's pre-stay research is worth it in Asia. I might add here that I enjoyed a very generous elite room upgrade as a Hilton Gold, at a SLH property, perhaps because the Hilton/SLH thing is in its Honeymoon phase.
You are propagating the myth:
"Enhanced Room Upgrade We’ll do our best to upgrade your room (including Select Suites), based on availability upon arrival. Upgrades are subject to availability identified by each hotel and limited to your personal guest room."
I've seen this here and elsewhere. The term "select suites" has no basis whatsoever in the Bonvoy terms and conditions, which is the only relevant source for governing suite upgrades. Now, of course, properties can...
You are propagating the myth:
"Enhanced Room Upgrade We’ll do our best to upgrade your room (including Select Suites), based on availability upon arrival. Upgrades are subject to availability identified by each hotel and limited to your personal guest room."
I've seen this here and elsewhere. The term "select suites" has no basis whatsoever in the Bonvoy terms and conditions, which is the only relevant source for governing suite upgrades. Now, of course, properties can refuse to adhere to the terms and conditions of Bonvoy, but officially there is no "select suite" limitation. A platinum or higher elite status is entitled to the best available room or suite in the Marriott inventory at the time of physical arrival on-property.
Here's section 4.3.c.ii of the Bonvoy terms and conditions:
"Complimentary Enhanced Room Upgrade for Platinum Elite Members. Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors. At The Ritz-Carlton, suites are only included for Titanium Elite and Ambassador Elite Members and rooms with direct Club access are excluded. Enhanced Room Upgrades are subject to availability and are identified by each Participating Property. The Complimentary Enhanced Room Upgrade for Platinum Elite Members and above is available at all Participating Brands except at Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale, and Ritz-Carlton Reserve."
But does "best available room" cover only 'rooms', or 'rooms and suites'?
It doesn't say "best available key".
Read the following sentence: "Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
So, the best available room or suite that is within the inventory with Marriott at the time of arrival is what is eligible for an upgrade. That is why certain properties exclude suites from Marriott booking channels and either sell them on Airbnb (as View from the Wing...
Read the following sentence: "Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
So, the best available room or suite that is within the inventory with Marriott at the time of arrival is what is eligible for an upgrade. That is why certain properties exclude suites from Marriott booking channels and either sell them on Airbnb (as View from the Wing has documented) or require you to book them through the on-property sales office.
Now, will you get the presidential suite? Probably not, but if multiple categories of suites are available then you should get something. Likewise, if you book say an entry-level junior suite but a higher suite is available, you should by Bonvoy terms, get a better suite.
I wonder what "and are identified by each participating property" means. The property can "identify" which rooms are/aren't nicer than the one they're offering?
Properties can decide not to put suites in the inventory for Marriott booking channels. The Marriott at the Detroit airport has done this or still does it. Same for the Marriott in Livonia and Troy (Detroit suburbs). That makes a complimentary suite upgrade impossible. But if the room or suite is bookable on Marriott.com, by telephone with Marriott, or through the Marriott mobile app, then it should be eligible for a complimentary upgrade.
FNT, as you state, properties can refuse to adhere to the terms & conditions. Had been an Ambassador for years & this was the norm. Certainly, I received some upgrades . . . even incredible upgrades. But, for me, it was an EXPRESS REFUSAL by property management to upgrade . . . unless, of course, it was a paid upgrade and was indicative of management's broader attitude. Even at properties at which I was a regular. No thanks.
PS - Now, our recurring stays are at non-network hotels with no terms and conditions and no expectations. Yet, we're treated royally. Upgrades are not infrequent. Complimentary cabana by the pool. A table opens up when the in-house restaurant is sold out for the night. Etc. You can't pry us away from these hotels.
When that happens you screenshot the website or app showing what suites are available, you get the front desk clerk's name and then ask for the manager. You also document it if necessary in the Marriott chat application and then file a complaint with Marriott after the fact as well as post it on TripAdvisor.
And you could file a complaint with the consumer protection division of your state attorney general or your state consumer protection office, whatever it's called. There's also the FTC. Interestingly, the Pennsylvania settlement with Marriott created an avenue for complaints for deceptive practices.
As View from the Wing wrote: "Pennsylvania will take complaints regarding these practices, forward them to Marriott, and Marriott has 30 days to respond and attempt to resolve the complaint in good...
And you could file a complaint with the consumer protection division of your state attorney general or your state consumer protection office, whatever it's called. There's also the FTC. Interestingly, the Pennsylvania settlement with Marriott created an avenue for complaints for deceptive practices.
As View from the Wing wrote: "Pennsylvania will take complaints regarding these practices, forward them to Marriott, and Marriott has 30 days to respond and attempt to resolve the complaint in good faith."
https://viewfromthewing.com/i-read-the-marriott-resort-fee-settlement-heres-what-it-actually-says/
@FNT
I have quoted the same section of the Marriott terms and conditions when I was frustrated at the Waikiki Sheraton few years ago. They literally offered me a sweet upgrade for a fee of a few hundred dollars per night after rejecting my five confirmed upgrade certificates and then refuse to reject me on a complimentary basis at the time of check-in. I escalated this to management and their argument was that they...
@FNT
I have quoted the same section of the Marriott terms and conditions when I was frustrated at the Waikiki Sheraton few years ago. They literally offered me a sweet upgrade for a fee of a few hundred dollars per night after rejecting my five confirmed upgrade certificates and then refuse to reject me on a complimentary basis at the time of check-in. I escalated this to management and their argument was that they limited the number of their suites available for upgrade. No amount of logic or a strict reading of Marriott's rules matter to them. I did what you suggested and took screenshots and shared these with Marriott and nothing ever came of it. It's not the only time it has happened and so I wonder if you're complaints to Marriott have ever resulted in any positive outcome. I used to book this hotel all of the time and regularly received upgrades before Marriott took it over from Starwood. To me this is just about Marriott's greedy corporate policy. I miss Starwood.
Presumably, enough complaints about a property will trigger something. They do keep track. I really do think, however, that more people need to start filing consumer protection complaints. And like I said, the Pennsylvania settled created a process for complaint resolution.
I’m so tired of “influencer” speculative hyperbole… do real research, real interviews - do the job before you lose your sponsor dollars
#unsubscribe
Bye
What I still don’t understand is what advantage the NUAs give you. I successfully got upgraded using NUAs at the NY StR but saw there were suites available on check-in, when I asked about them the front desk agent told me he couldn’t give me one because of the NUAs that I had used.
This makes me think that I’m better off just waiting till check-in and hedging my bets, especially considering that I’m...
What I still don’t understand is what advantage the NUAs give you. I successfully got upgraded using NUAs at the NY StR but saw there were suites available on check-in, when I asked about them the front desk agent told me he couldn’t give me one because of the NUAs that I had used.
This makes me think that I’m better off just waiting till check-in and hedging my bets, especially considering that I’m titanium so only ambassadors would get priority. Does that make sense at all?
Funny enough, I never received an upgrade at ANY St. Regis property. And, unrelated to upgrades, the NY St. Regis was a key reason I left Marriott. Absolutely dishonest management. And, the personal ambassador team was unwilling to step in. Go fish.
This is my biggest outstanding question.
Presumably at different hotels/times:
a) using an NUA gets one in a better starting position for status-based upgrade, so is good
b) using an NUA gets one the same upgrade one would have got from status so is wasted
c) using an NUA locks that in whereas status would have got one more, and so one loses out
d) using an NUA gets that...
This is my biggest outstanding question.
Presumably at different hotels/times:
a) using an NUA gets one in a better starting position for status-based upgrade, so is good
b) using an NUA gets one the same upgrade one would have got from status so is wasted
c) using an NUA locks that in whereas status would have got one more, and so one loses out
d) using an NUA gets that upgrade which if the hotel is genuinely full, one would not get at all, so is worthwhile.
Does anybody have any idea what proportion is each?
Albert, the real question is: What percentage of NUAs lead to an actual upgrade? The fact is that so many of the properties don't want to give you an upgrade at all. For a stay in Paris, upgrade-eligible rooms were available for the entire duration and the property said no upgrade was available. NUAs are like System-Wide Upgrades on American Airlines -- they sound great but typically go unused. NUAs are a mug's game. Accept it.
I've had success in each of the last three years in using my NUAs...all were used in Vietnam, FWIW, and one property (Le Méridien Saigon) allowed me to stay in the suite for an additional 2 nights after I extended my stay. I had no expectation they would do this, but when I went down to the front desk to let them know I had just booked two additional nights in a basic king room...
I've had success in each of the last three years in using my NUAs...all were used in Vietnam, FWIW, and one property (Le Méridien Saigon) allowed me to stay in the suite for an additional 2 nights after I extended my stay. I had no expectation they would do this, but when I went down to the front desk to let them know I had just booked two additional nights in a basic king room (same as for my initial 5 nights) and was ready to "move out" whenever the room was ready, I was told, "No need! We already changed your key card."
Do you do online checkin Lucky?
@ Beachfan -- Generally not, since I don't really see an advantage to doing so.
As a Marriott Gold member, I consistently receive upgrades to better rooms, including executive rooms. That was even for stays in the US. While I haven’t been upgraded to suites, there was one exception at the Falkenstein Grand, Autograph Collection near Frankfurt. I also managed to get a 4 AM early check-in at the Ritz Carlton Istanbul. The reception mentioned it was due to my Gold status, not sure about that, but I'll take it!
To directly answer the title question " No.
By the letter of Bonvoy terms, any platinum or higher should expect an upgrade to the best available room.
The problem is Marriott has created false expectations because (1) many properties play games — like listing suites on Airbnb or only making them bookable through the on-property sales office instead of putting them into the Marriott inventory — and (2) Marriott won’t codify the upgrade priority akin to airline complimentary first-class upgrades.
It was...
By the letter of Bonvoy terms, any platinum or higher should expect an upgrade to the best available room.
The problem is Marriott has created false expectations because (1) many properties play games — like listing suites on Airbnb or only making them bookable through the on-property sales office instead of putting them into the Marriott inventory — and (2) Marriott won’t codify the upgrade priority akin to airline complimentary first-class upgrades.
It was until this year or last year the policy that you were entitled to an upgrade to the best available room or suite at the time of check-in. Well, online check-in is 48 hours before the physical date of arrival. Properties were just refusing to upgrade 48 hours out. That then creates a situation where a bunch of elites all arrive between 3 and 4 pm on day of arrival to find the first person there got the upgrade. That’s great if that person is an ambassador but not so great if a platinum got the upgrade to the one suite over the ambassador who arrived later because the property is too lazy to pre-assign rooms on the morning of arrival — something good properties do since it’s very unlikely someone will randomly book a suite between say 9 am and 3 pm for that night. It happens but it’s rare, especially in resorts or far-flung destinations.
There is also this myth that Marriott upgrades are limited to a standard suite. That isn’t true. That is Hyatt’s policy, not Marriott.
I get suite upgrades well above 75% of the time as an Bonvoy ambassador. Sometimes days before my arrival. My upgrades are certainly better than Hyatt as a globalist or IHG as a diamond ambassador. I’ve had to file compensation claims with IHG three times this year after three Intercontinental didn’t upgrade me at least one category, which is a guaranteed Intercontinental ambassador benefit.
The biggest issue with Marriott is, do you really need or want a suite at a Courtyard or Fairfield, the two brands that make up the biggest share of their domestic USA properties? They are just bigger rooms. Not necessarily nicer and certainly no elevated amenities or anything extra. Even at full-service, upscale or luxury properties it amazes me the number of suites — booked and received as an upgrade — that don’t provide anything extra. How do you not do an in-room F&B amenity to someone booking the best suite or have things like a robe or slippers, upgraded toiletries, or a mini-bar? It’s just incompetence. Most USA hotels regardless of brand are run incompetently by staff and management when compared to equivalent hotels outside the USA where staff and management went to hotel school or have a hospitality training certification.
I have received (some) upgrades. For those, I'm grateful. But, imagine a suite being available for an entire stay at the time of check-in. The property will sell it to you but refuses to upgrade you based on tier status. It is the attitude of the property's management that was the primary factor in turning me away from Marriott. Even as a regular guest at a property, the notion of building loyalty is absent. On...
I have received (some) upgrades. For those, I'm grateful. But, imagine a suite being available for an entire stay at the time of check-in. The property will sell it to you but refuses to upgrade you based on tier status. It is the attitude of the property's management that was the primary factor in turning me away from Marriott. Even as a regular guest at a property, the notion of building loyalty is absent. On the other hand, I've had great luck being a regular at non-network hotels.
Although I can understand that if a hotel typically has customers buy top suites for the weekend only a day or two out, forcing them to upgrade someone who arrives on a Monday for a whole week into those is a stretch.