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When a guest at Marriott’s Courtyard Crystal City/Washington National Airport expressed dissatisfaction with the hotel's upgrade policies, the general manager responded by explaining why upgrades are not readily offered to elite members.
The Titanium member voiced frustration over being charged for an Elite upgrade. "I do expect to be given at least the room I booked, not downgraded to a smaller room and I absolutely do not expect being told there are upgrades available but for a fee," the guest stated. They had originally booked a king room with a couch but were assigned a smaller king room without one, despite being informed that upgrades were available for an additional charge.
The hotel’s general manager outlined their approach: "While we very much appreciate your loyalty as an Elite member, we do have a very limited number of premium rooms at our hotel and have anywhere from 50-100 Elite members arriving daily. In order to make it more equitable, we offer these rooms at a very low upgrade price so that those who really need or want them have them available for their use."
