Marriott just rolled out its automatic room upgrade system — here's what that means for guests
Marriott Bonvoy has rolled out a new automatic room upgrade system, which should provide a smoother check-in process and take some of the guesswork out of complimentary room upgrades for elite members.
Here's how the new process works and what it means for you.
How Marriott room upgrades work
Marriott Gold Elite members and above are eligible for complimentary room upgrades upon arrival, giving them access to rooms on higher floors or with better views, for example.
Until recently, elite members usually had to hope for — or even request — an upgrade upon arrival, and their chances of getting one seemed to partially depend on their powers of persuasion and the staff member working the front desk at the time.
The new technology will upgrade elite guests automatically before they get to the property, in theory taking some of the guesswork out of the process.
The system will first approve Nightly Upgrade Awards, starting five days before check-in for most brands and three days before for Ritz-Carlton, St. Regis and Edition properties. Then it will assign complimentary room upgrades to elite members starting at 3 p.m. on the day before check-in.
The process isn't completely automated. After the system does its thing, the hotel staff must still assign the available upgraded rooms and confirm each one.
According to a company spokesperson, "During our initial pilot, both associates and members provided overwhelmingly positive feedback, and we're thrilled to roll out the technology globally."
How can I make sure I get upgraded?
Unfortunately, the answer is: You still can't. There are often more elite members than there are available rooms, and there's no way to guarantee you'll snag one of them.
If you'd rather not roll the dice on a complimentary upgrade, you can try redeeming a Nightly Upgrade Award. These awards can help you confirm an upgrade a little sooner, but your upgrade request won't be considered until at most five days before check-in — and there's no guarantee it will be approved. Plus, Nightly Upgrade Awards are only redeemable at select brands.
Bottom line
The good news is, Marriott's new automatic room upgrade system should make the upgrade approval process a little easier and fairer for Gold Elite members and above, and you should know if you've been upgraded before you even set foot inside the hotel. But if you're looking to guarantee an upgrade, consider redeeming your Bonvoy points for a premium room or paying for an upgrade with a Marriott credit card.