Yesterday, I wrote a rant about how Marriott changed the verbiage related to suite upgrades for Platinum members, changing the terms from guaranteeing an available base level suite for Platinums to making it simply an “allowable upgrade” per the new terms.
However, a very astute reader named Nick left a comment on that article pointing out that this also affects Titanium and even Ambassador members (which have to spend $23,000 in a year in addition to staying 100 nights to earn that status!).
First a reminder of the change in language in the Marriott Bonvoy Terms and Conditions.
New language:
Complimentary Enhanced Room Upgrade for Platinum Elite Members. 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. At The Ritz-Carlton, rooms with direct Club access are excluded.
Old language:
Complimentary Enhanced Room Upgrade for Platinum Elite Members. 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.
But when Nick pointed out the change affected Platinum, Titanium, and Ambassador, I was skeptical and went back to the T&Cs.
Sure enough, the terms are written in a “waterfall” style such that Titanium and Ambassador terms just follow Platinum. I wrongly assumed it was only for Platinums (since that made so much since given how accessible Platinum status is now).
Here is how the “waterfall terms” read:
4.3.d. Marriott Bonvoy Titanium Elite Membership Benefits. In addition to all of the benefits Platinum Elite Members receive, Titanium Elite Members and above are eligible to receive the following benefits:
4.3.e. Marriott Bonvoy Ambassador Elite Membership Benefits. In addition to all of the benefits Titanium Elite Members receive…..
And in neither section is there ANY additional mention of room upgrades/ suites. So while of course higher status members are prioritized for upgrades above lower tiers, even top tier members have no grounds to complain if a hotel has 25 base level clean and available suites to upgrade members to and instead gives that Ambassador member an “upgrade” to a corner room.
I suspect that any hotel that doesn’t already proactively choose to treat elite members as well as they can, by their own choice, will really take advantage of this change to lessen the elite experience as a guest.
I had been thinking the move was to drive people to aspire to higher tiers, but that’s apparently not it.
So, Marriott loyalists…. how are we feeling about this?
Thoughts?
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Thankfully, I have Hyatt globalist as a second status.
I also haver Globalist but, unfortunately , many hyatts now label many suites as PREMIUM so less availability for upgrades. I have had great marriott upgrades in asia and europe so will be curious to see if hotels continue to upgrade or reduce.
All hotel chains are nicer internationally. But for Marriott it’s the case because Marriott manages a significantly larger percentage of its hotel, particularly full-service brands, outside North America. Think Asia-Pacific, the Middle East and to a lesser extent Europe. So, it makes sense that corporate-managed properties are better at recognition and delivery of benefits.
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.