Spoke to a high-level Marriott executive recently because I walked into a Marriott hotel room, looked around, and thought, “Feh.” I wanted another room (an upgrade?), but I didn’t want to pay any more. And there wasn’t a specific problem or malfunction; I just disliked the room’s small size and less-than-stunning view of a neighboring hotel’s rooftop HVAC.
I called this particular exec because she has given me insider tips before (and prefers not to be named). I asked her: How do I get the best room possible at a Marriott, or any large hotel? Here are her best tips:
Join the loyalty group. Whatever chain you stay in—Hilton, Marriott, Starwood, Westin, even the Super 8—join up. The programs are free, you are not required to stay ever again, and there are plenty of perks you can’t even dream of right now. (Check out Travel + Leisure’s assessment of the best loyalty programs.)
True, you’ll get several emails a week that you will most likely delete. But, says my deep-cover Marriott exec, you’ll probably get the best room available, or even a free upgrade, without even asking. And if you don’t like what you get, staff will probably upgrade you for free if you express even just a little dismay.
Why? Brand hotels rely on ratings cards, which are mostly filled out by loyalty customers. If those ratings dip (for instance, if you rate the room a 4 instead of a 10, and you will if you’re unhappy), the hotel property could lose its brand. And hotel properties do not want this to happen.
Know what you need. And be specific about it, and convey it clearly to hotel staff. Are you needing a good night’s rest but are near the nightclub? Tell it to the service desk and you’ll get a room with less hall traffic. Do you have mobility issues? Ask for a room on the first or second floor. When we travel with kids, being clear about our needs is essential. How often has your family been stuck 17 floors and two long hallways away from the hotel pool? It’s not good for anyone to have wet children screaming through the premises. Let the staff know this and they’ll get you poolside, or as close as possible.
Sometimes you won’t get a more expensive upgrade, but your new room will feel more expensive simply because it better suits your needs.
When all else fails, be a jerk. It’s true, says this Marriott exec. You’ll get what you want. But not because the staff wants to make you happy, but because they want you to stop yelling in their lobby.
In the long run, though, this approach will probably backfire. It may result in bad service in other aspects of your stay. And if you’re at a high-volume hotel used to dealing with jerks, say a Disney Resort or an all-inclusive, they may just ask you to leave.
What comes around goes around in a brand-name hotel. The best approaches to succeeding in getting the best rooms possible are remarkably like what we need to succeed in life: kindness, asking for what you need, and being willing to build a relationship.
Do these things and you’ll be as comfy and happy as possible whenever you’re away from home.
—Meredith
