Thank you, community manager, for clarifying that Marriott would notify members of changes. That being the case what recourse does a member have when a rogue hotel
decides to arbitrarily select how it honors elite status? Members have written here of getting confirmation from the hotel about the new policy they are using. It degrades the value of obtaining elite status if it is not honored consistently. Marriott's reputation for quality and consistency suffers if participating properties cannot be counted upon to honor the member rewards program.
So, Community manager, please get us the official answer to these questions:
1-What should a member do when a hotel fails to live up to the agreement, as in this case it tells people the policy is changed?
2-What will Marriott Corporation do about hotels that initiate policy changes that affect members without it being negotiated through Marriott Member rewards as policy?
3- I read here about available uprades being denied based on the rate the reservation was made under. The guidelines make no such statement that this is policy.
elite guidelines state:
"Complimentary Room Upgrade: Based on room availability at check-in and limited to a Member's personal guestroom. Upgrades may include rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities, rooms on Executive Floors, or suites. All upgrades are granted on a space-available basis, as determined at the time of check-in. Upgrades are subject to availability and identified by each hotel. Not available at Marriott Vacation Club."
I think the hotels that penalized the guests who had discounted room rates owes them a refund and an apology.
Please address these concerns here. Thank you.