Work at a full service Marriott with about 200 rooms and only 4 suites, and it’s interesting how often guests assume front desk staff are intentionally blocking upgrades.
The reality is most of the time upgrades are easy to give and cost the front desk nothing. The problem is those suites are usually tied to sales contracts, group bookings, or conventions, since they’re the first rooms sales teams promise to big clients.
Had a situation recently where a guest got frustrated thinking we were hiding available suites. After explaining that we have to verify availability first so we don’t conflict with group contracts, he completely understood and was happy once the upgrade was confirmed.
Sometimes suites might even appear empty but still can’t be used because they’re reserved for groups or haven’t been cleaned due to limited housekeeping.
From the front desk side, upgrades aren’t about denying guests. It’s mostly about not breaking the hotel’s existing bookings
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