I travel a bit and loyal to Marriott. While, on the road, I keep a score of Marriott's holding up it is side of the loyalty "social contract". Two nights ago, I was shown again that Marriott is a great brand and loyalty to it does pay off.
Stayed on points at Courtyard Charleston Summerville and did not get an upgrade even though there were up-grade rooms available. The employee at the counter was new and she thought that I could not get an upgrade on points.
Next morning, I spoke to Jessica D, assistant general manager. She was great and gave me a fair compensation in points for the inconvenience.
Did she/hotel have to do it, NO, there is no obligation. However, I was treated fairly for my loyalty to the brand.
Thank you Jessica and Courtyard Charleston Summerville!