When you read angry posts from Marriott Bonvoy elites, the complaint is usually the same: “I didn’t get upgraded.” What people forget is that Marriott’s upgrade benefit is availability-based at check-in, and the hotel decides what counts as an “enhanced” room — so “complimentary upgrade” doesn’t automatically mean “best room left in the building.”
My first thought: “What did they expect from a loyalty program that spawned the word, Bonvoyed?”
Understanding Marriott’s Upgrade Benefits
To set the record straight, I’m not talking about the Nightly Upgrade Awards you can choose as an Annual Choice Benefit when you hit the 50- and 75-night milestones. Those are a separate, request-based perk: you apply them to a confirmed reservation, and Marriott only starts checking for availability close to arrival. If they clear, awesome — but plenty of requests get denied.
What I am talking about is the everyday status perk that causes the most confusion: Marriott Bonvoy’s Complimentary Enhanced Room Upgrade. This is the upgrade you’re eligible for at check-in, based on what the hotel has available at that moment.
- Gold Elite: The program terms describe “enhanced” rooms as things like better views, higher floors, corner rooms, and executive-floor rooms. At The Ritz-Carlton, rooms with direct Club access are excluded.
- Platinum / Titanium / Ambassador: The terms say you may receive a complimentary upgrade for the entire stay, and that upgrades can include suites — still subject to availability upon arrival. (Ritz-Carlton Club access is excluded here as well.)
One more important detail: this benefit isn’t offered at every brand (StudioRes is now on the exclusion list, along with the various Vacation Club brands, The Phoenician Residences in Scottsdale, and Ritz-Carlton Reserve).
The Availability Issue
The catch is right in Marriott’s own wording: complimentary upgrades are “subject to availability upon arrival.” In other words, you can be eligible for an upgrade and still not get one — especially on busy nights, during events, or when the hotel’s “better” rooms are already spoken for.
It also helps to remember what Marriott is (and isn’t) promising. For Platinum, Titanium, and Ambassador, the terms say you’ll receive a complimentary upgrade for the entire length of your stay, and that those upgrades can include suites. But “can include” isn’t the same thing as “will include,” and it definitely doesn’t mean every suite in the building is automatically up for grabs.
And if a hotel doesn’t upgrade you, there’s usually not much leverage beyond asking nicely. Marriott’s Elite Benefits Guarantee covers a handful of specific benefits, but it explicitly notes that the Guaranteed Room Type benefit does not cover room upgrades.
International Differences in Upgrade Success
Based on what I’ve read (and plenty of “data points” from other travelers), you’re often more likely to get a meaningful upgrade outside the U.S. — especially in parts of Asia and the Middle East. One simple reason: in many of those markets, there tend to be fewer elite members competing for the same limited number of premium rooms and suites, so hotels can be more generous without saying “no” to half the check-in line.
In the U.S., the opposite can happen. Between business travel, promotions, and how easy it is to earn status, a lot of people show up with the same shiny tier. When a hotel has a small number of upgraded rooms (or it’s a busy night), “subject to availability” starts doing a lot of heavy lifting — even for Platinum/Titanium members.
Of course, there are exceptions in both directions. Some U.S. properties are excellent at taking care of elites, and some international hotels are surprisingly stingy. If upgrades matter to you on a specific trip, it’s worth looking up recent reports for that exact hotel (not just the brand) to get a feel for how often they actually deliver.
How to Increase Your Chances for an Upgrade
Even though upgrades are “subject to availability,” there are a few things that can improve your odds — or at least make sure you’re not quietly missing out.
- Ask (politely) in advance. The squeaky wheel often gets grease. A quick, friendly note through the Marriott app chat the day before (or the morning of) check-in can put upgrades on the radar — especially if you mention anything relevant like a special occasion.
- Arrive at a smart time. Too early and the hotel may not know what’s opening up yet; too late and whatever “extra” rooms they were willing to assign might already be gone. A mid-to-late afternoon check-in often gives you the best shot.
- Book the room you’ll be happy with. If you’re counting on a suite to make the trip feel worth it, you’re setting yourself up for disappointment. Treat upgrades as a pleasant surprise, not the plan.
- Know what you’re asking for. Instead of “Can I get a suite?” try “If any corner rooms / higher floor rooms/rooms with a better view are available, I’d really appreciate it.” It’s easier for an agent to say yes to something specific and realistic.
And if you’re upset about not getting a better room due to your Bonvoy status, always remember that there’s one way to get an upgraded room 100% of the time.
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