Marriott Bonvoy has made a subtle but significant change to its terms & conditions, as flagged by View from the Wing. I suspect this won’t have many practical implications, but it’s worth covering nonetheless, in terms of managing expectations.
In this post:
Marriott no longer promises suite upgrades if available
Historically, Marriott Platinum members and above have (at least in theory) been entitled to upgrades to the best available rooms at check-in, up to standard suites. That’s no longer officially the case.
Recently, the program’s terms & conditions have been updated. Here’s what the terms stated before the change:
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.
Here’s what the terms stated after the change:
Platinum Elite Members and above receive a complimentary upgrade, 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.
Do you notice the difference? Yes, previously the terms stated you received an upgrade to the best available room subject to availability, up to a standard suite. Now the terms state that you receive an upgrade subject to availability, and that could include a standard suite (or another room type).
This is now in line with the vague way that Marriott markets its Platinum upgrade perk, which is that “we’ll do our best to upgrade your room (including Select Suites), subject to availability upon arrival.”
Is this upgrade policy change a big deal?
Technically speaking, Marriott Bonvoy’s upgrade policy is now aligned with that of Hilton Honors, rather than that of World of Hyatt. That’s to say that suite upgrades are both subject to availability and at the discretion of the hotel, rather than being subject to availability and “guaranteed” (as much as anything can be guaranteed in this industry).
Is Marriott changing the verbiage negative? Well, of course, since Marriott is promising less. Do I think this will actually change the way that hotels upgrade people? No, I don’t think so, because I don’t think there’s actually a change here in terms of intent to deliver upgrades.
The challenge with Marriott Bonvoy is the huge amount of elite inflation we’ve seen, which limits the value of benefits that are “subject to availability.” At a vast majority of hotels, there are way more elite members eligible for suite upgrades than actual available suites. That’s why Marriott has a secret way that it prioritizes upgrades.
So Marriott Bonvoy’s updated terms are also just more accurate. The truth is that even under the old policy, elite members didn’t necessarily receive upgrades subject to availability at check-in. This is a technicality, but my point is that upgrades were typically assigned before check-in, based on some hierarchy.
With this change, there’s even less basis for anyone to show up at a Marriott and claim “oh but you’re still selling suites for tonight, so you need to upgrade me to it,” since hotels now officially have no obligation to address that.
I think this might also explain why Marriott recently stopped excluding Platinum members from the Ritz-Carlton suite upgrade benefit. With Marriott no longer promising suite upgrades, there’s no need for Ritz-Carlton to be excluded!
Bottom line
Marriott Bonvoy has updated its upgrade benefit for Platinum members and above. While members were previously promised the best available room subject to availability, up to a standard suite, that’s no longer the case. Instead, upgrades are now at the discretion of hotels, and those upgrades could include standard suites.
This now means that Marriott Bonvoy’s upgrade benefit is in line with the policy of Hilton Honors, rather than the policy of World of Hyatt.
What do you make of this update to the Marriott Bonvoy terms & conditions?
Also from the May 2025 update:
"ii. Local policy may prevail over Loyalty Program standards at Participating Properties, and some Elite Membership benefits may not be available at some locations."
Basically confirms what we've been seeing in recent years, that Marriott doesn't care about enforcing brand standards when it comes to elite benefits.
Sad sad .. even tho a Marriot fan as a
Leisure traveller ..from Singapore
I like Marriot brands. Maybe can explore
Others… there are so many in the market .
Seibu, Amari , Ascott (not cheap to book direct ) Fraser… DHA .. wow. The US brand like the the country clearly is in the DECLINE
It means that hotels will start charging for upgrades at discounted rates. Just like Hilton. Basically it’s available but not free. There needs to be a lawyer who sues them for misinformation.
This also goes in line with Marriott's upgrade award certificates. They changed these do be for upgrades rather than suites only.
I find legacy SPG properties provide better upgrades. As a Titanium, I have recently gotten suites at the Sheraton Boston, Westin St. Francis, Westin Minneapolis, The Gwen Chicago, and the Sheraton LAX.
So, this being said…why would anyone want to purchase into their timeshares when the platinum or titanium status doesn’t really mean anything. They always try to “sell” that benefit to you.
Seeking alternatives since they quietly just stop providing completely breakfast to Platinum elite. If you can't show your appreciation for loyalty with a $2 cost of breakfast you lose my loyalty.
Marriott stop carrying about the most elite members years ago and since the new CEO it’s almost a screw customers at anytime.
Marriott’s policy is promise, never deliver, and never back the customer if they have a service issue. We make money from properties so whatever the property does is good.
On paper they are changing the upgrade benefit. In reality, they are changing nothing. You can not change something that does not exist.
No longer is a property required to give a guest with eligible Bonvoy elite status a suite as an upgrade. If a given hotel has a king corner room, club room, view room and a suite available at 10 pm on a Sunday night, they can just give you a king corner room and say they're compliant.
Two things: 1. Sales/revenue only releases a certain number of suites to be complimentary upgraded, because there are still people who actually don’t care about status but will still pay for a premium room. 2. Don’t be an a**hole. Vast majority of people who complain at the front desk don’t deserve an upgrade due to their attitude. These are extremely hard facts.
Most members have spent a great amount of money to obtain their...
Two things: 1. Sales/revenue only releases a certain number of suites to be complimentary upgraded, because there are still people who actually don’t care about status but will still pay for a premium room. 2. Don’t be an a**hole. Vast majority of people who complain at the front desk don’t deserve an upgrade due to their attitude. These are extremely hard facts.
Most members have spent a great amount of money to obtain their status, yes. However, cash is king. Not saying you have to throw a Benjamin their way, but the front desk staff will bend over backwards for you as much as they can if you slide a little tippy tip.
You're exactly what's wrong with the hotel industry in America. You are the one who is an ahole. It's clear that you have extremely poor customer service skills, yet expect to be "tipped" (bribed) to do your job. I'd fire you in a fast second!
I received a shocking email from Marriott yesterday.
First, a little back story. I’m lifetime Platinum by virtue of spending more than 2 years of my life in Marriott properties. I stayed at an Aloft last week and asked for breakfast as my Platinum elite welcome gift at check in. I was told “the hotel doesn’t offer that, but I could have a bottle of water instead.” I asked again in the morning but was...
I received a shocking email from Marriott yesterday.
First, a little back story. I’m lifetime Platinum by virtue of spending more than 2 years of my life in Marriott properties. I stayed at an Aloft last week and asked for breakfast as my Platinum elite welcome gift at check in. I was told “the hotel doesn’t offer that, but I could have a bottle of water instead.” I asked again in the morning but was told, again, they didn’t offer breakfast for Platinum members and even if they wanted to, the restaurant staff didn’t show up. But you can have a bottle of water instead! I did not beat up the front desk staff – they clearly could not do anything except offer a bottle of water.
A couple days later I got a survey and gave the property the lowest rating for not honoring Marriott benefits. I got a follow-up email from the hotel with a weak apology and no substance. I replied and copied Bonvoy Customer Service. This is what I got back:
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Thank you for contacting Marriott Bonvoy®. I welcome the opportunity to assist you.
Thank you for taking the time to share your experience with us. I want to begin by acknowledging your frustration and disappointment—your concerns are completely valid, and I appreciate you bringing them to our attention.
As a valued Lifetime Platinum Elite member, you are absolutely entitled to the benefits outlined in the Marriott Bonvoy Terms and Conditions, including the Elite Welcome Gift of your choice at Aloft properties. I understand that you selected the breakfast option, and it’s clear from your message that this benefit was not honored during your stay, despite the property operating a restaurant. Being offered a bottle of water in place of the guaranteed benefit understandably falls short of expectations.
I also recognize your reference to the compensation policy, which states that a $25 cash compensation is due when a guaranteed benefit is not provided. Your request is not only reasonable—it is supported by the program’s terms.
Please know that your feedback is being taken seriously. I will ensure this matter is reviewed promptly and that the appropriate compensation is processed in accordance with Bonvoy policy. Please allow 3-5 days. We deeply value your loyalty, and while I understand your current sentiment toward Marriott properties, I hope we can take this opportunity to make things right.
Thank you again for your patience and for giving us the chance to address this. I will follow up with you shortly with confirmation of the next steps.
Please do not hesitate to contact us should you need further assistance.
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I was shocked. Has Marriott turned a corner? Let’s see if the $25 ever shows up.
What Aloft?
Because One Mile at a Time has covered the Aloft in Dublin, Ireland that refuses to provide breakfast:
https://onemileatatime.com/news/aloft-dublin-cuts-elite-breakfast/
A Plat here. I haven't experienced any suite upgrades after the end of the pandemic. The last ones happened towards the end of the pandemic, when occupancy was still low. So it's more an adjustment of the T&C to the normal situation.
Marriott never had the best hotels, but Marriott used to be consistently good. They didn't promise much, but they delivered on what they promised. When there was a significant issue you knew that Mr. Marriott would make things right.
Then, everything started to change when Mr. Marriott retired and his replacement as CEO, Arne Sorenson, wasn't a hotelier but a corporate lawyer. Marriott shifted big time under Sorenson. No longer was the customer the guest....
Marriott never had the best hotels, but Marriott used to be consistently good. They didn't promise much, but they delivered on what they promised. When there was a significant issue you knew that Mr. Marriott would make things right.
Then, everything started to change when Mr. Marriott retired and his replacement as CEO, Arne Sorenson, wasn't a hotelier but a corporate lawyer. Marriott shifted big time under Sorenson. No longer was the customer the guest. The customer became the owners, who are primarily franchisees and licensees since Marriott now operates less than 30% of its properties across all brands.
Under Sorenson is when customer service stopped serving guests. They found every excuse in the book to defend bad properties. Customer service became about serving the owners. If you had an issue, it was just kicked back to the property and not resolved by corporate. Gone were the days when you could get a hold of Mr. Marriott's office to make things right.
Then after Sorenson died, his replacement accelerated the shift. He only cares about adding "keys" (rooms). Who cares about guests or even current properties -- lots of longtime owners are mad as new brands are acquired and old brands are neglected. I remember when someone pulled up his Instagram and Facebook before it was scrubbed. The Marriott CEO didn't even stay at Marriott hotels. When he traveled with his family he went to Four Seasons and other non-Marriott hotels.
Longtime elite. Few hotels have ever given me significant upgrades. I have always checked for availability and most were horrible about giving upgrades even when the rooms were available. A few hotels made my day. Most of them let me down regarding this.
Look at this. Just look at it. A world built on the fantasy of "loyalty" programs.
Synthetic emotions in the form of metal-named status tiers. Psychological warfare in the form of constantly changing terms and conditions. Mind-altering promises in the form of benefits that rarely materialize. Brainwashing seminars in the form of marketing emails telling us how "valued" we are while they strip away what little value remained.
You want to talk about reality? We...
Look at this. Just look at it. A world built on the fantasy of "loyalty" programs.
Synthetic emotions in the form of metal-named status tiers. Psychological warfare in the form of constantly changing terms and conditions. Mind-altering promises in the form of benefits that rarely materialize. Brainwashing seminars in the form of marketing emails telling us how "valued" we are while they strip away what little value remained.
You want to talk about reality? We haven't lived in anything remotely close to it since Bonvoy's inception. They've turned off the "best available" guarantee while we chase points and nights, snacking on hollow promises while we toss our actual loyalty into the ever-expanding dumpster of corporate greed.
Branded hotels, trademarked by corporations, built on bipolar numbers jumping up and down on digital displays - points balances hypnotizing us into the biggest slumber travelers have ever seen. "Subject to availability" has always meant "subject to our willingness to honor our commitments."
You have to dig pretty deep, friends, before you can find anything real in these loyalty programs anymore. We live in a kingdom of devaluation, where the currency is disappointment and the only guaranteed upgrade is to your frustration level.
But hey, we still get free Wi-Fi... for now.
As a Marriott Platinum for Life I have definitely noticed this change in my recent travels.... Very disappointing...
Can we all agree: Bonvoy, ever since it’s inception, has been a big middle finger to its best customers.
There was a brief period. Maybe the first two years before things started going downhill. But yeah, since 2020, it's been death by a thousand cuts.
It happened to me in Paris, I am platinum Elite member and I was told upgrade was not possible as its full. Later he offered me a suite if I was willing to pay extra. I just checked out the next day. So Sad and shameful
It’s unfortunate that Marriott is diluting their elite benefits on paper, but agree with most commenters that there are little practical implications.
While the other hotel chains have a lot of elite inflation in the US (and other markets with a lot or American travellers, like Western Europe), Marriott has elite inflation globally. Especially with their aggressive signing up of Chinese and South Asian members in recent years, even in East / SE Asian cities...
It’s unfortunate that Marriott is diluting their elite benefits on paper, but agree with most commenters that there are little practical implications.
While the other hotel chains have a lot of elite inflation in the US (and other markets with a lot or American travellers, like Western Europe), Marriott has elite inflation globally. Especially with their aggressive signing up of Chinese and South Asian members in recent years, even in East / SE Asian cities that historically have good elite recognition, room upgrades and other non-guaranteed benefits just don’t happen anymore. So it feels like only a matter of time that they change their terms to reflect reality.
To be clear, it's not elite inflation. The real issues are:
1) Marriott promised best-available upgrades but never put in an airline-style upgrade list where they were transparent with customers about who got what. Even the recently reported algorithm is merely a suggestion, not a requirement. And again, it's not transparent.
2) Marriott simply won't enforce standards or benefits. Just like they won't enforce breakfast. The properties that cheat elites on breakfast are also...
To be clear, it's not elite inflation. The real issues are:
1) Marriott promised best-available upgrades but never put in an airline-style upgrade list where they were transparent with customers about who got what. Even the recently reported algorithm is merely a suggestion, not a requirement. And again, it's not transparent.
2) Marriott simply won't enforce standards or benefits. Just like they won't enforce breakfast. The properties that cheat elites on breakfast are also likely the properties cheating elites on upgrades. Look, you have well-documented cases of properties cheating elites and also cheating Marriott by selling suites on Airbnb so they can avoid giving them to elites.
This is inevitable. Just thinking of how many guests with platinum or above status nowadays after the amex brilliant card and Q1 double night promotions.
I’m a lifetime Platinum, and Titanium elite three years in row. I have yet to be offered a complimentary upgrade. I am just Gold at Hilton and they have always upgraded me without me asking, even two days before my check-in.
No loyalty to those Marriott who have been faithful for years. I’ve noticed solid upgrades with Hilton and Hyatt so slowly moving over it there isn’t any improvements.
I worked a lifetime to earn 700 nights and lifetime Elite status. However in the last few years there has been such a deterioration in benefits compounded by the indifference of my status from too many hotels that I no longer book Marriott properties.
Two canTango.
This is what worries me about pursuing any LT status with any chain. I’m more than 60% there for Hyatt and I question whether it’s worthwhile, the way things have been going in the last 2 years.
Yes the frustration comes from how marriott worded the guarantee and from the elite guest not receiving what they feel they should have gotten. However most elite guests don't read what the perks actually are. An upgraded room doesn't automatically mean a suite. It could be a standard room with a bit more space. A room with a special amenity, or just a quiet room at the end of the hall. That's where the frustration...
Yes the frustration comes from how marriott worded the guarantee and from the elite guest not receiving what they feel they should have gotten. However most elite guests don't read what the perks actually are. An upgraded room doesn't automatically mean a suite. It could be a standard room with a bit more space. A room with a special amenity, or just a quiet room at the end of the hall. That's where the frustration comes from. For example most Courtyards under the marriott brand have on average 25 to 30 elite guests staying with them each night. Most courtyards have only 2 or 3 suites in the entire building. How would it even be possible to guarantee each elite guest an upgrade to a suite. That doesnt make any sense. If the elite guest reads what the loyalty perks are in full detail they would notice that the upgrade doesnt mean a suite. Just assuming it does makes them look dumb and creates the frustration. Take the time to read each perk in full detail. Or ask a helpful employee to explain the program better for you. Hope this helps some frustration from those elite guests that might be looking for a "upgrade" in the future.
The issue wasn't the number of elites staying at a property or the number of suites at a hotel.
The issue was Marriott promised elites above platinum an upgrade to the best available room or suite available at the time of check-in. So, in theory, the platinum who arrived at the published check-in time of 3 or 4 pm could get the suite upgrade before the titanium or ambassador who arrived at 3:40 or...
The issue wasn't the number of elites staying at a property or the number of suites at a hotel.
The issue was Marriott promised elites above platinum an upgrade to the best available room or suite available at the time of check-in. So, in theory, the platinum who arrived at the published check-in time of 3 or 4 pm could get the suite upgrade before the titanium or ambassador who arrived at 3:40 or 4:45 pm.
Marriott should have excluded suites for platinums or at least had an airline-style upgrade list with a published, transparent hierarchy. Instead, it promised everything and delivered nothing.
Meanwhile, a bunch of bad owners and bad management companies actively cheated and refused to provide upgrades.
So, now we have a situation where Marriott has effectively washed its hands of suite upgrades. A property following the terms now only has to give a platinum or higher elite a so-called "view room" or a "corner room" and that's a compliant upgrade. There is no requirement now to give a suite.
We recently stayed at the Ritz in Maui . We are titanium for life. We tried to use our Suite Upgrade awards. Not only did we not get a suite upgrade, we did not even get a standard room upgrade. The hotel was nowhere near capacity. There were many unoccupied ocean view rooms. My guess is that they want Members to pay for the standard upgrade. I also noticed that we did not get the...
We recently stayed at the Ritz in Maui . We are titanium for life. We tried to use our Suite Upgrade awards. Not only did we not get a suite upgrade, we did not even get a standard room upgrade. The hotel was nowhere near capacity. There were many unoccupied ocean view rooms. My guess is that they want Members to pay for the standard upgrade. I also noticed that we did not get the usual post stay survey. It would have been negative. Been a loyal Bonvoy customer. If they are not loyal to us, we are no longer loyal to them. I heard that IHG takes care of their loyal customers.
To be fair, Marriott is notorious for not providing upgrades, even when fully available. I've been a Titanium Elite member for 8 of the past 10 years and I can probably count on one hand the number of times I've been upgraded without having to use a nightly upgrade award. I especially love when I look at available rooms for the night(s) I'm there when checking and see suites available, at a minimum, but still...
To be fair, Marriott is notorious for not providing upgrades, even when fully available. I've been a Titanium Elite member for 8 of the past 10 years and I can probably count on one hand the number of times I've been upgraded without having to use a nightly upgrade award. I especially love when I look at available rooms for the night(s) I'm there when checking and see suites available, at a minimum, but still no upgrade is offered or provided.
I learned long ago that Marriotts brand loyalty does not extend both ways and have given up on even getting my hopes up for an upgrade.
So why keep staying?
At this point it is because I value the points I earn and the branded credit cards I have. One positive for Marriott is their points are actually useful when compared to a brand such as IHG, which has made their points basically worthless for redemption.
Just more weaselly changes from hotel programs. I never saw a single real suite upgrade and I'm lifetime Platinum. I've stopped believing their promises and only booking based on concrete value and price now.
After they weaseled out of enforcing breakfast benefits, you know that these hotel brand conglomerates are more interested in revenue expansion than actually running a hospitality business worthy of the name.
With respect, I just don't think it's reasonable for a platinum to expect a suite upgrade ever, unless it's like a Sunday night in Rapid City, South Dakota. The reality is it's like an airline upgrade into first-class.
At full-service brands, with the exception of resorts during that destination's shoulder season or offseason, weekends at business hotels in big cities, and single night stays on Sunday nights, there are always going to be titaniums...
With respect, I just don't think it's reasonable for a platinum to expect a suite upgrade ever, unless it's like a Sunday night in Rapid City, South Dakota. The reality is it's like an airline upgrade into first-class.
At full-service brands, with the exception of resorts during that destination's shoulder season or offseason, weekends at business hotels in big cities, and single night stays on Sunday nights, there are always going to be titaniums and ambassadors. The J.W. Marriott Essex House in New York City averages 75 platinums per night.
Conveniently, they never seem to to have suites available, even for Titanium. Back in the day, as Platinum, I got upgrades regularly. Never see them now.
I work at a corporate owned and managed Marriott property, have for 25 years. If the contents of this article were accurate, all Marriott associates would have been notified of this change. As of now no policy change of this sort has been passed on. At least not to the property I work at. As I said, it is a corporate owned and managed property so you would think something like this would be passed...
I work at a corporate owned and managed Marriott property, have for 25 years. If the contents of this article were accurate, all Marriott associates would have been notified of this change. As of now no policy change of this sort has been passed on. At least not to the property I work at. As I said, it is a corporate owned and managed property so you would think something like this would be passed on to us.
If this is true, it is so new that not all Marriott associates know about it yet. And that would make it odd that someone who isn't a Marriott associate would know about it.
According to Gary Leff at View from the Wing, this change was made in the last few days. The old language in the terms and conditions was still there at the end of April.
LOL. Only time I ever get the best available is when I'm at some cheap place like a Fairfield Inn that only even has 2 room types- and even that doesn't happen half the time.
Same as a Hyatt loyalist, I often tell my better half that we got the "Presidential Suite" at Hyatt Places... It's the corner room on the highest floor that has the most square footage and a natural divider between bed area and living/work space. And that does also happen maybe half the time at best. But it's appreciated.
I just don't get the miles/points world hysteria around hotels and perks, which often have a...
Same as a Hyatt loyalist, I often tell my better half that we got the "Presidential Suite" at Hyatt Places... It's the corner room on the highest floor that has the most square footage and a natural divider between bed area and living/work space. And that does also happen maybe half the time at best. But it's appreciated.
I just don't get the miles/points world hysteria around hotels and perks, which often have a weird obsession with breakfast. I was a road warrior so I get it to a degree. But I can get free breakfast at Hyatt Place Four Points in Austin or I can go across the damn street and eat some cheap breakfast tacos at Rudy's that blow away anything where I live. It's not like I'm going downstairs to get my free breakfast without shaving or showering. Or maybe most people are?
Remember, Hyatt elite suite upgrades don't apply to Hyatt Place. It's a weird exemption.
If breakfast starts at 6 or 6:30 a.m., I'm the first one down. I normally wear track pants or joggers (whatever you call them), sneakers and a shirt, like a golf shirt or a running shirt with a UV hoodie on top. It's definitely before I've showered and gotten ready for the day.
That's all good but with all due respect, that's road warrior mode. The average solo traveler or family won't be up and running for free breakfast on a regular pace. It's a nice to have. Can't wrangle kids before 10 when everyone has been on iPads (adults included) since 8.
I just don't see a historic return on investment from hotel loyalty. DCS was on here for years screaming about his lavish breakfasts fit...
That's all good but with all due respect, that's road warrior mode. The average solo traveler or family won't be up and running for free breakfast on a regular pace. It's a nice to have. Can't wrangle kids before 10 when everyone has been on iPads (adults included) since 8.
I just don't see a historic return on investment from hotel loyalty. DCS was on here for years screaming about his lavish breakfasts fit for a king. Edge case. He never understood that. I think you all do.
The key word was is and always will be "available".
The hotels definition of "available" is completely different than ours.
Nothing has changed.
At the hotel I work at, our definition of "available" is the same definition you'll find in the dictionary. People who don't work at a hotel and don't know what they are talking about will believe the common myth that hotels hold back selling rooms for some reason. Also, if all the rooms of a certain type are not available, we can't magically make more rooms appear out of nowhere!
Definitely not a myth. I've called the hotels bluff more than once by showing them available rooms on their app and website during check in, but I'm still told 'we don't have any rooms available'. Having titanium or platinum as status means nothing anymore other than earning more points during reservations. Available means available, but not to Marriot. Their loyalty does not extend back to their customers.
@Doc totally not a myth. The hotel owners simply refuse to allow their employees to give suite upgrades even when available but it magically appears if you pay for it with cash. So many times the suites are available but they do not upgrade you but when they ‘upgrade’ you to the crummy executive floor they made it sound like they did you a favor or when you have been upgraded to a suite pre-arrival...
@Doc totally not a myth. The hotel owners simply refuse to allow their employees to give suite upgrades even when available but it magically appears if you pay for it with cash. So many times the suites are available but they do not upgrade you but when they ‘upgrade’ you to the crummy executive floor they made it sound like they did you a favor or when you have been upgraded to a suite pre-arrival only to find out at front desk that the room is ‘magically’ unavailable and downgrade you to a room on the executive floor.
The problem is that the hotel in which you work with, unfortunately, is in the minority. We all understand that Hotels cannot provide you with an upgrade when no such room is available.
However, a lot of hotels seem to have a different definition of "subject to availability". They will happily tell you that there is no availability and yet you do a quick search in their website and voilá, rooms are indeed available for...
The problem is that the hotel in which you work with, unfortunately, is in the minority. We all understand that Hotels cannot provide you with an upgrade when no such room is available.
However, a lot of hotels seem to have a different definition of "subject to availability". They will happily tell you that there is no availability and yet you do a quick search in their website and voilá, rooms are indeed available for cash bookings. Some hotels will straight up insult your intelligence by saying "Sorry, no availability for upgrade but if you give us more $$, we're happily move you to the better room". So was the room really not available? You tell me.
@Doc
If someone is staying for a week and there is one suite available, does your hotel upgrade them to it?
I would regard it as perfectly reasonable for a hotel to know from previous history how many suites they are likely to sell how far out, and the number they expect to sell between an eilte's check-in and the evening before they check out, i.e. "available" to mean "unlikely to be sold".
@Doc
If someone is staying for a week and there is one suite available, does your hotel upgrade them to it?
I would regard it as perfectly reasonable for a hotel to know from previous history how many suites they are likely to sell how far out, and the number they expect to sell between an eilte's check-in and the evening before they check out, i.e. "available" to mean "unlikely to be sold".
How about if check-in is a Platinum on a Sunday afternoon for a week, and 20 Ambassadors are booked to arrive on the Monday?
In my experience the best room available was rarely a suite. I always felt like in the US they blocked availability to most of the suites. I don't think this change will make much practical difference, but it is disappointing and just another step in the declining value of Bonvoy loyalty.
At this point, why should anyone trust Marriott at this point? Not only are the nightly upgrade award certificates not valid for suites at many properties, but now there's no defined suite upgrade benefit if a suite is available. What next: eliminating the breakfast benefit? Admittedly, that's already impossible to receive at too many properties. Just think how much has been "downgraded" (to quote Ben Schlapping) since Marriott launched Bonvoy on August 18, 2018.
Who trusted Marriott before this? They've completely failed to deliver on the promises of their loyalty program for years.
Exactly, it makes me laugh how willing to be deceived people are.
I am well above 600 nights with Marriott but have been sat on 9 years of Platinum for a few years now, having deliberately fallen from Ambassador for several years to Gold. I couldn’t care less about Lifetime Platinum status that will probably be worth the same as my current Lifetime Gold in a couple of years, so will continue to stay at hotels that are much better than what Marriott offers instead.
Hold the suite and just upgrade me to a Concierge level room and I would be happy.
Most of the new or newly renovated properties have moved the club lounges to the lobby level or whatever floor has their restaurants.
Have they? Well that sucks. Rather defeats the purpose of having to schelp all the way down there. Still, I would welcome the schlepping if this is the upgrade in lieu of a suite upgrade. A suite is much more room than I need when travelling alone. Don't see the point to this upgrade for me.
Living in Asia with a titanium level, occasionally I do get an upgrade to suit. I can sum it up as 15% of the time and that is most likely for hotel that I am staying for a night or those that I frequent a few times a year. It very much depends on the property and guess they have profile showing what kind of members we are. My beef is some hotels don't even...
Living in Asia with a titanium level, occasionally I do get an upgrade to suit. I can sum it up as 15% of the time and that is most likely for hotel that I am staying for a night or those that I frequent a few times a year. It very much depends on the property and guess they have profile showing what kind of members we are. My beef is some hotels don't even bother to upgrade to the next level of room category.. Yes Marriott needs to stop all these easy ways to become platinum which is upsets those were earned it the hard way
Again, the issue is NOT that there are too many elites. The issue is Marriott never has never had an effective, automated upgrade system that prevented properties from being lazy or cheating. All they had to do is invest in software for a US airline-style upgrade system. But even when they finally created an algorithm it was only a suggestion and properties didn't have to follow it.
So basically Globalist is the only status left with a real Suite upgrade benefit. Was thinking about getting the brilliant but with titanium not having hope might as well just stick with aspire and be happy with my list of credits.
IHG Diamond, Ambassador and Royal Ambassador too.
Those programs have confirmable suite upgrade certificates that can guarantee a suite at booking?
I can't remember if it's at booking, but it's certainly well in advance and out of the inventory.
Just looked and it looks like IHG you get one at 40 nights and another at 70 only confirmable 14 days out. I think I got 5 upgrade certs total once I made globalist last few years. Not gonna work if you are planning family vacation. Royal Ambassador is not guaranteed suite. Sounds like Marriott before the change in verbiage. I just confirmed Grand Hyatt Tokyo a year out for 4 nights cost was 180k...
Just looked and it looks like IHG you get one at 40 nights and another at 70 only confirmable 14 days out. I think I got 5 upgrade certs total once I made globalist last few years. Not gonna work if you are planning family vacation. Royal Ambassador is not guaranteed suite. Sounds like Marriott before the change in verbiage. I just confirmed Grand Hyatt Tokyo a year out for 4 nights cost was 180k points and suite upgrade certificate. Cash price $13k! Looking to see if I can get to the Park Hyatt Tokyo when it opens up for reservations.
@UnitedEF you also get a confirmable suite upgrade with IHG after staying 20 nights provided that is the one you choose.
With revenues at all-time highs, the loyalty programs have no reason not to continue with point and benefit devaluations. Next on the chopping block will be the elite breakfast benefit. In the end, we'll feel lucky just to have free WiFi and late checkout. Expect nothing more.
Hi Fred,
I do believe loyalty programs have run their course. Hotels should simply sell the rooms and services they offer and dispense with the song and dance of metallically named “elite” tiers.
Objectively, that’s not true. Nightly hotel rates are falling. Business travel still hasn’t come back. The Big Three consulting firms are laying off staff. Airfares are dropping because planes, especially international flights, are increasingly empty or less full than just a few months ago. Government contractors aren’t traveling. We may go into recession.
Until the large travel managers put their foot down nothing will change.
Or enough of us complain to the right people at Marriott. There's a Reddit thread on this with over 30,000 views. What if 30,000 people emailed Marriott's CEO?
Mr. C will not care in the least.
As a titanium, I get upgraded nearly never so it doesn't really matter anyway
Hi og,
If you work the front office of a Marriott hotel in any location popular with business travelers, you’ll notice that each day’s guest list is dozens of Ambassadors, several dozen Titaniums, and even more dozen Platinums and Golds. An entire hotel could be 100% occupied by Gold Elite guests and higher. To wit, tier status means nothing.
Upgrades were a thing before Big Data. Now, airlines and hotels know how to price and...
Hi og,
If you work the front office of a Marriott hotel in any location popular with business travelers, you’ll notice that each day’s guest list is dozens of Ambassadors, several dozen Titaniums, and even more dozen Platinums and Golds. An entire hotel could be 100% occupied by Gold Elite guests and higher. To wit, tier status means nothing.
Upgrades were a thing before Big Data. Now, airlines and hotels know how to price and sell their upmarket offerings. There are SVPs at each airline and hotel chain whose performance and multi-million dollar annual bonuses are contingent on reducing free upgrades in lieu of selling inventory for incremental net revenue.
Not sure much at hotels since most Marriotts are franchised and corporate has nothing to do with revenue management.
Same. I can't count how many hotels I've been to with availability of all suites and 'upgraded' rooms upon check-in, but, surprise - none are 'available'.
This really makes going for ambassador status worthless. What's the point if ambassadors can't even get a defined suite upgrade benefit?
Hi Nick,
“Worth it” implies you have a choice, that you gave up something to get the status. Ambassador status is conferred automatically upon reaching certain thresholds with Marriott. The customer doesn’t need to opt in.
No hotel status with any chain is “worth” going out of one’s way for. If one happens to reach Ambassador status, it’s worth it, irrespective of what it does or doesn’t offer on the benefits front.
Have a blessed day,
Gary Leff’s #1 hater
I think you miss Nick Thomas' point. He does have a choice. He might commit to Marriott or he might commit to another program. If he finds Ambassador's value proposition not worth it, he might redirect nights and dollars originally earmarked for Marriott to another program.
As for Gary Leff, I dislike his messaging and stopped reading his blog years ago. But, I don't hate him. We need less hate. Have a blessed day.
Participating in the Marriott Bonvoy program doesn’t preclude you from also participating in Hilton Honors, IHG Rewards and the like. These programs should never influence your choice of hotel, which ought to be made based on the location and quality and value proposition of specific hotels.
You say you dislike Gary but don’t hate him. I make no distinction between those feelings. I do still read his blog and comment as a countervailing force against...
Participating in the Marriott Bonvoy program doesn’t preclude you from also participating in Hilton Honors, IHG Rewards and the like. These programs should never influence your choice of hotel, which ought to be made based on the location and quality and value proposition of specific hotels.
You say you dislike Gary but don’t hate him. I make no distinction between those feelings. I do still read his blog and comment as a countervailing force against the abject racism that pervades the comment section of many of his posts.
Yup, the pervasive racism in the comments section of Gary's site is jarring - I stopping visiting it a year ago. Sadly, we're seeing that creep in here, too! I'm choosing to stay here, though, as I believe @Ben actually cares about this, whereas Gary seems like he could give a f*&!.
You write: “The challenge with Marriott Bonvoy is the huge amount of elite inflation we’ve seen, which limits the value of benefits that are 'subject to availability.'”
No, the challenge with Marriott Bonvoy is Marriott corporate's refusal to enforce standards and benefits upon its real customer, the hotel owners and operators. Yes, there are probably too many elites but, ultimately, Marriott basically allowers owners or operators to whatever they please.
You have properties like...
You write: “The challenge with Marriott Bonvoy is the huge amount of elite inflation we’ve seen, which limits the value of benefits that are 'subject to availability.'”
No, the challenge with Marriott Bonvoy is Marriott corporate's refusal to enforce standards and benefits upon its real customer, the hotel owners and operators. Yes, there are probably too many elites but, ultimately, Marriott basically allowers owners or operators to whatever they please.
You have properties like the St. Regis in Washington that don't "clean" suites until they're booked so they can avoid giving an upgrade. You have other properties that refuse to provide coffee with the breakfast benefit.
Hi Nick,
I agree with you but I must add, all other hotel chains face the exact same problem. Marriott’s woes are more known because Marriott has a bigger portfolio.
Hotel owners and operators are scum. With the economy on screech for the last decade they’ve become complacent and forgotten what any semblance of hospitality or customer centricity looks like. They could learn from Jeff Bezos but he’s too busy motorboating nowadays.
G’day!
Once again, you're wrong.
"Historically, Marriott Bonvoy Platinum members and above have (at least in theory) been entitled to upgrades to the best available rooms at check-in, up to standard suites."
The previous upgrade benefit was never conditioned in the terms and conditions to "standard suites." That's a Hyatt thing.
Hi Nick,
There’s the added problem that a “standard suite” has no canonical definition. One may be reasonable to start with a suite being defined as a room with separation between the bed and living area, but the hotel industry has long since abandoned that norm.
A suite is anything the hotel feels like labeling a suite.
Remember we are in the age of standard rooms not having work desks anymore.
I think what Ben was saying was "non-signature suite" . . . or "upgrade-eligible" suites. I understood what he meant. Forgive him for his imprecise terminology.