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Upgrade denied because points stay

Question asked by 100nightsplus on Aug 21, 2016
Latest reply on Jan 18, 2017 by iahflyr

I recently checked into a Courtyard in NY. I was booked in a standard king but being a lifetime platinum member, I asked if any upgrades were available. They guy at the desk said they just had a suite cancel and I would get it. He tried to switch it, but the system denied it because I was staying on points and not a paid stay. They called Marriott and apparently were told that the only way to be upgraded was to be comped for the night. When I GM came out, she told me the same thing. I checked into the room and called customer care. They said that was NOT true, that it didn't matter how I booked the room, if an upgrade became available, I could have it. The customer care person called the GM, and was told the hotel was sold out (which it wasn't because after I argued with her, she said she would put me the suite, "to keep me happy".) Has anyone else run into this issue? Does anyone know what the benefit policy is? Are we not allowed to get an upgrade on a points stay?

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