I've stayed at this place on January 1st to the 3rd. I stay at a lot of Marriott properties all over the country and I'm a Platinum Elite Marriott Rewards member. The time before this I used Marriott points to stay at this hotel and the hotel upgraded me when I made the reservation. This time no such luck and the only room type they would let me use points for was a studio room. I have two little kids and studio is not my any means optimal. Having a 1 or 2 bedroom is great. My previous stay I was upgrade to a 2 bedroom. This time I was told as a Platinum member I would be upgrade at check in if they had availability.
After a long snowy day getting to Glenwood Springs my family and I arrived. When checking in I ask for an upgrade to a 2 bedroom. I was told that they don't upgrade people. Since I was told while making the reservation that I would be upgraded if a room was available I said that was unacceptable and again asked if they had a 2 bedroom available. I was again told that they can't do that. I asked them to check with the manager. The desk clerk walked off to speak with the manager and when she got back I was told they don't have any 2 bedroom rooms available. I ask her why then would she have even checked if none were available. She did not answer and proceed to check us in. I then asked for a 1 bedroom since when making the reservation only a studio was available with Marriott points. She said she would see and typed away on her keyboard. She then told me that she could not upgrade me to a 1 bedroom. I was livid.
I again said that was unacceptable because she had already indicated they did have 1 bedrooms rooms. I again asked to speak to a manager. She walks off and sends over a supervisor, not the manger. As calmly as I could, I explained to the supervisor that I felt like I was being lied too, and why I felt that way.
The supervisor for her credit was very nice and upgraded us to a 1 bedroom without issue.
As I mentioned I stay at Marriott all over and never have even had to ask to be upgraded, here I was lied too about upgrades being available. I have no plans to stay at this property again.
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- Also Known As:
- Residence Inn By Marriott Glenwood Springs Hotel Glenwood Springs