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

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.