In a no-notice update to its terms and conditions, Marriott has effectively ended its “best room” guarantee for Bonvoy elites, effectively giving each hotel the option of whether to offer suite upgrades (or upgrades at all).

The Implications Of Marriott Removing “Best Room” Promise For Bonvoy Elites

View From The Wing first flagged that Marriott quietly updated the terms and conditions of its “best room” guarantee for Bonvoy Platinum and Titanium members.

Here’s the old language:

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.

And here’s the updated language:

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.

Note the subtle difference. A complimentary upgrade is  1.) subject to availability and 2.) no longer includes a guarantee of the “best available” room, but may include suites. In other words: it’s now up to the discretion of the hotel.

The updated language effectively ends your ability to hold hotels accountable for still selling suites or deluxe room but telling you that there are no suites available. You can count on hotels using this wiggle room to deny upgrades, even when they are available for the length of the stay.

Sadly, Marriott has caved into the demands of what it views as its true customers: its hotels and franchises. This comes as these properties have pushed back against benefits ranging from upgrades to breakfast to late checkout for Bonvoy elites, even as they continue to bank on the Marriott brand for business in the first place.

But Marriott has now shown us that it believes it is big enough and powerful enough to get away this. Will you vote you wallets? If not, Marriott’s strategic move to court favor with its hotels seems like a winner for the company and for its stockholders.

View From The Wing asks, “It seems to me that when a loyalty program changes its terms they should (1) tell members, (2) including what specifically has changed, and (3) why they’ve done it. Is that so much to ask?” He’s right…and no, it is not too much to ask?

One Mile At A Time correctly states, “The truth is that even under the old policy, elite members didn’t necessarily receive upgrades subject to availability at check-in.” He expects that most elites will not notice a change in policy since Bonvoy already “suggests” which members to upgrade each day (a technological advantage that aims to make the upgrade process easier for hotels, but ultimately is just a suggestion).

CONCLUSION

Marriott has removed language guaranteeing Bonvoy top-tier elites the “best room” available, including suites. The language is now much vaguer.

Is this the effective end of Marriott’s suite upgrade benefit? Strictly speaking, yes. As for how this looks for you, only time will tell. I imagine the “good” holds (mostly the ex-Starwood properties) will continue to be kinder than other Marriott properties.

But this move makes hotel free agency all the more attractive, especially when can book nicer hotels via programs like American Express Fine Hotels & Resorts and enjoy the benefits of Bonvoy status without needing status.

Do you think Marriott’s clandestine removal of a “Best Room” guarantee for Bonvoy elites will adversely impact you?

image: The St. Regis Bal Harbor Resort