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Bonvoyed Complaints Logged: 1

Complaints for: San Juan Marriott Resort & Stellaris Casino

  • Complimentary Room Upgrade

    Jan 17, 2021

    The expectation set by the Bonvoy term and conditions:
    "Platinum Elite Members and above receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in."

    The reality:
    "I'm sorry, we don't have any suites available."

    I show the clerk the many suites literally available to book real-time in the app for the length of my stay.

    "I'm sorry, our policy is that suites are not available for complimentary upgrade."


    Marriott Status: Titanium
    Lifetime Status: No Lifetime Status
    Hotel: San Juan Marriott Resort & Stellaris Casino
    Location: San Juan, Puerto Rico