Marriott Updates Platinum Suite Upgrade Terms

Marriott’s new loyalty program launched on August 18, and the integration has been rocky, to put it mildly. There were a few surprises when the program launched (both good and bad), and one of the unpleasant surprises was the verbiage for the Platinum suite upgrade benefit, which wasn’t as we expected.

Marriott’s new terms & conditions stated the following for the Platinum suite upgrade benefit:

Complimentary Enhanced Room Upgrade for Platinum Elite Members.  Based on room availability at check-in and limited to a Member’s personal guest room at no additional charge.  Enhanced rooms may include rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities, rooms on Executive Floors, or suites.

This wasn’t as we expected because we were told the upgrade benefit would mirror that of Starwood Preferred Guest rather than that of Marriott Rewards, but that wasn’t the case.

One of the things that made Starwood Preferred Guest unique was that they offered Platinum members suite upgrades subject to availability. For a long time they were the only program offering that as a guaranteed benefit.

There’s an important distinction to be made between how Starwood and Marriott promised suite upgrades for Platinum members:

  • Starwood offered top tier elite members upgrades to the best available room subject to availability, including suites
  • Marriott offered top tier elite members upgrades subject to availability, and that room upgrade “may” include a standard suite

Marriott told me shortly after the new terms were published that it wasn’t their intention for it to be phrased the way it is, and they said they’d update the terms. They’ve now done that, and Marriott’s new terms for Platinum suite upgrades state the following:

Complimentary Enhanced Room Upgrade for Platinum Elite Members.  Platinum Elite Members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors.

So that’s great news, because now the benefit officially reflects SPG’s old policy.

Marriott hasn’t updated their member benefits page, which still states the following:

We’ll do our best to upgrade your room (including Select Suites), based on availability at check-in. Upgrades are subject to availability identified by each hotel and limited to your personal guest room. See terms and conditions for details.

Of course the biggest question is how individual hotels adhere to this policy. Historically Marriott hasn’t been as good as Starwood when it comes to getting hotels on the same page regarding policies, so we’ll see this plays out…

Bottom line

It’s good to see that Marriott has updated the terms to reflect what they claimed was the intent of the new policy. It would be nice if they updated the benefits page as well.

Personally I think this integration continues to be poorly executed. It has now been 2.5 weeks since programs have been integrated, and it’s still not possible to redeem points at former all-suite properties online…

What has your experience been with Marriott & Starwood hotel Platinum upgrades in the past couple of weeks?

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DCS Diamond

Correction: "One does NOT have to be an expert on SPG Plat upgrades to see what is in plain sight..."

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DCS Diamond

LOL. Get hold of myself? That's re-al-ly funny. He is cornered telling mindless lies like, yes, Trump, and is resorting to the same ol' stupid talks about how this is all about my "hate" of SPG. If you had any sense at all, in the view of the mountain of evidence at hand showing how delusional you are, you would give me credit for trying to unshackle you from years of being brain-washed and not allowing yourself to consider a different perspective, which also happened to the reality. It cannot possibly be because I "hate" SPG that I post what I do, because...SPG is dead and buried! So, do you still maintain that SNAs were/are the best thing since sliced bread? And, do you want me to post thousands of testimonials from SPG Plats stating categorically that in their experience, claims that the program was the best at proactively upgrading their elites are pure bunk? (I will not bother because you know that to be the case as well as anyone; or you can just follow the links to the mountain of complaints by travel bloggers and at FT accusing SPG of duplicity for correctly interpreting...their own policy!). Checkmate.

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UA-NYC Diamond

DCS is apparently like Trump, unable to help himself from going on endless rants in the middle of the night, probably from the crapper. It's like he has a file of his "best of I hate SPG" rants and just copies and pastes them over and over and over again. Get a hold of yourself...jesus H christ.

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DCS Diamond

NAIL IN THE "SNAs ARE GREAT" COFFIN. Even self-anointed 'thought leader in travel' found SNAs to be useless, concurring that alternative perks were introduced as a result: _________________ "With Suite Nights Expiring Unused, What Should I Choose as My Starwood 50 Night Platinum Gift? by Gary Leff on December 13, 2016 Just like Pizza in Motion who is letting all 10 of his Starwood Suite Night Awards expire unused I have to make a selection for my Starwood Preferred Guest 50 night Platinum benefits in the next month — and I don’t know what to choose. -- Starwood Platinum status is achieved after 25 stays or 50 nights in a year. There are additional benefits for those who stay with Starwood 50 nights versus just 25 stays. -- This began in 2012 when Starwood introduced ‘Suite Night Awards’ for Platinums who stay 50 nights or more in a year. For 10 nights they allow you to express first-preference for an upgrade, and perhaps more importantly Starwood centrally manages the process between 1 and 5 days prior to check-in rather than relying on the hotel to process upgrades. **Member frustration with using their advance upgrades led Starwood to introduce more choices early in 2015.** But those choices were weak. Suite Night Awards seemed like the no brainer. But I really haven’t gotten much use out of mine." ___________ I will link to this thread and posts every time @UA-NYC makes his delusional claims about superiority of SPG suite upgrades (debunked by bloggers complaining about SPG's duplicity), and SNAs, which his own very favorite bloggers debunked long before I came along. Just give the bogus claims a f'ing rest! Goodbye.

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DCS Diamond

Now fast-forward to exactly 3 years after the preceding piece was posted, and you get an even more damning picture: ____________________ "I’m Letting All Of My SPG Suite Night Awards Expire Again This Year - December 12, 2016. By Edward Pizzarello And, I’m wondering if I’m crazy enough to pick them again in 2017. I’m letting most of my Suite Night Awards from Starwood Preferred Guest expire again this year. For those unfamiliar, Suite Night Awards were part of SPG changes back in 2012. These were a way to differentiate the Platinum members who qualified by staying 50 nights instead of 25 stays. It was a way to raise your hand and point out which reservations were more important, giving you a bump in the queue for suite upgrades. They weren’t a guarantee of a suite. And, they underperformed moderate expectations. One of the first indications that they weren’t working well was SPG extending the expiration dates. I had some expire in 2013 and 2014 as well. In 2015 SPG tried to tweak the benefit by giving 50-night Platinum members other choices. At first, I was pretty happy they were tweaking things. However, since the value of the alternatives was, at most, $100, Suite Night Awards was still the top choice for many. Given those choices, I elected for Suite Night Awards again in 2015 and 2016. I had more bumps and bruises in 2015, especially with some confusion at the Arion in Greece. We had another bump earlier this year when a property upgraded me using Suite Night Awards, but did so instead of giving me connecting rooms. The connecting rooms were key since we were traveling with our children and ultimately had to spend a bunch of time at the front desk undoing the upgrade. I never did get those 4 Suite Night Awards deposited back into my account. My account still shows 6 available, but I actually didn’t successfully redeem any in 2016." ______________ Q.E.D BTW, those posts were by a travel blogger none other than @UA-NYC had once referred to as, IIRC, the "Godfather of Loyalty Blogging" or something to that effect. Oops!

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