Marriott G.M. explains refusal of free room upgrades amid high demand

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By Sky Industry News

Sep 1, 2024

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."

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This policy has sparked debate among guests. Some argue that it is unfair to prioritize cash payments over loyalty status when offering upgrades. Traditionally, Marriott Bonvoy's criteria for upgrades did not include such considerations of equity.

Marriott has been increasingly promoting paid upgrades through digital upsell placements on its app and website. This shift means some properties now require payment for larger rooms, citing higher cleaning costs as justification.

Critics contend that Marriott fails to set clear expectations for its members. Platinum members are often led to believe they are entitled to suites and other upgraded rooms if available; however, this status is only mid-tier in an inflated hierarchy relative to actual inventory. Consequently, hotels may prefer modest incremental upsells rather than complimentary upgrades.

Ultimately, while this approach might seem fair from a business perspective, it contradicts the promises made by Marriott to its loyal members. Transparency regarding program benefits and realistic expectations could mitigate customer dissatisfaction in the future.