Marriott Rewards (including Ritz-Carlton) - Concierge Lounge Downgrades/Limits

Tonight I am staying at one of my regular locations in Northern California. I choose this location due to their excellent Concierge Lounge, even though it is an extra 10 miles to my office. In the morning they have traditionally offered Oatmeal, a waffle machine and Bacon/Sausage/Potatoes in addition to the normal fare. In the evening there was always salad and two hot entrees in addition to the cheese, vegies, etc.

The last two weeks all of the extras have been gone. I assumed that this was due to their normal lower occupancy during the holidays. However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo.

I have done a lot of soul searching lately about the changes in the reward program. I had really decided that I will take better and more concierge lounges with Marriott over suite upgrades with Starwood. I am platinum with Starwood and Marriott. There are two good Starwood options closer, and I just may move my business.. But really I am just sad that this (and I assume other special lounge properties such as the Marriott Marquis, Sydney Harbor Marriott, etc) will be downgrading their offerings.

Marriott Concierge, what can you tell us about this sad development?

I've been in the Bangkok Marriott Resort & Spa lounge every day this week. They have certainly not downgraded anything.

I, too, have noticed that more and more FS Marriotts no longer will offer a hot egg dish for breakfast in the CL nd the evening dessert offering will be little more than cookies.

The last 2 or 3 Marriott properties I have stayed at over the last 2 weeks have been missing oatmeal, and I'm getting worried....

SHS Chicago O'Hare
FS Marriott Hunt Valley, MD

Tonight I am staying at one of my regular locations in Northern California.

Is this the Fremont Marriott by chance? I have found service there to have dropped considerably over the past couple of times I have stayed there...

The last 2 or 3 Marriott properties I have stayed at over the last 2 weeks have been missing oatmeal SHS Chicago O'Hare
FS Marriott Hunt Valley, MD

Now that's an upgrade.:)

However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo.

There was a post in another thread about a Marriott corporate communique to properties concerning cutting costs in difficult economic times. The point of the post was that these were suggestions of actions properties could take, rather than new guidelines which must be employed. If that's true, then it sounds like what you were told is the variety of excuse one hears from a property that has decided to lower some benefit (like "we decided to discontinue the weekend breakfast coupons we've been giving for the past 10 years because Marriott has ordered no more coupons" etc.)

But this is a topic that cries out for a response here from our Marriott Concierge reps. What new guidelines or rules has Marriott corporate sent to the properties about operation of concierge lounges?

Was at the Long Beach Renaissance in California on Friday/Saturday. They had a full spread Friday night and Saturday morning. It has been a long time since I have seen a lounge open at those times!

The last two weeks all of the extras have been gone. I assumed that this was due to their normal lower occupancy during the holidays. However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo.


I am not aware of any directive to our hotels mandating them to stop offering "extras” in their concierge lounges. If I learn of something I will let you know. During these challenging financial times I am sure all of you have noticed hotels across the board looking for ways to reduce their cost to preserve their bottom line. I assure you that our hotels are doing their best to reduce their cost in non customer facing ways first.

During these challenging financial times I am sure all of you have noticed hotels across the board looking for ways to reduce their cost to preserve their bottom line.

Thanks for your response. I hope properties also understand that when they cutback in the wrong areas, it may hurt the bottom line. For example, the wonderful Mayflower has been one of my favorite properties. They've now eliminated the platinum perk they have provided for years of comped weekend breakfast for platinums. I haven't stayed there since. I'm guessing others have done the same.

Marriott Marquis Atlanta has downsized its breakfast offerings as of this week. I heard some woman asking one of the CL staff if it was permanent, and he said yes.

Eggs, Hot Biscuits were eliminated, but grits and oatmeal were available. Individual serving cereal tubs have been replaced with large containers you scoop from.

Not enough to really affect me as I usually am running late in the morning anyway, and grab a water/coffee

Why even bother with a concierge lounge with such pathetic offering?

well, so far the worst cutback is those lounges which are Closed on Sunday nights (i.e. Irvine California Marriott).

I find this really tacky, and it should be in violation of Marriott standard (with the exception of the holidays - i.e. Dec. 20 - Jan. 3 of course).

The last 2 or 3 Marriott properties I have stayed at over the last 2 weeks have been missing oatmeal, and I'm getting worried....

SHS Chicago O'Hare
FS Marriott Hunt Valley, MD

Gently point out the "Spirit to Serve " which is given to ALL associates and is in the rooms in FS hotels....Karl Kilburgm when he was an F&B director I think, took oatmeal off the menu as the hotel didn't see it. Mr Marriott senior said "Oatmeal is NOT negotiable"....I really should carry a copy of this book with me, but i pointed it out to a hotel when they ran out with 2 hours of breakfast to go (select service hotel...) they said it takes too long to make..i said too bad. Went to the manager, quoted the book and had oatmeal 5 minutes later.....

BTW the SHS O'Scare is just WEIRD!!!! Close to the El and O'Scare, but...WEIRD (ok so it was an office..) i didn't love it....spent most of my time in THAT part of town at the Suites, Courtyard or RI.

I am not aware of any directive to our hotels mandating them to stop offering "extras” in their concierge lounges. If I learn of something I will let you know. During these challenging financial times I am sure all of you have noticed hotels across the board looking for ways to reduce their cost to preserve their bottom line. I assure you that our hotels are doing their best to reduce their cost in non customer facing ways first.

With all due respect, the Concierge Lounge is the last place in the hotel where these "cost reductions" should be taking place. The frequent guests using these lounges spend tens of thousands of dollars a year (if not more) with the company. Please cut back elsewhere. Thank you.

well, so far the worst cutback is those lounges which are Closed on Sunday nights (i.e. Irvine California Marriott).

I observed this at the Renaissance Suites ORD this past week - I was definitely disappointed to find it closed when I got there.. even though the sign said it was open on Sunday nights, it was locked up and the front desk confirmed that it was closed on Sunday nights.

Trim costs..fine, but does it have to be so obvious????? And whatever happened to consistency?? Oh that's right...there isn't any!!!

Marriott Marquis Atlanta has downsized its breakfast offerings as of this week. I heard some woman asking one of the CL staff if it was permanent, and he said yes.

Eggs, Hot Biscuits were eliminated, but grits and oatmeal were available. Individual serving cereal tubs have been replaced with large containers you scoop from.

Sounds precisely the same as a Days Inn or Econolodge breakfast.

I figured I'd check out the afternoon offerings at the Atlanta Marroitt Marquis. IMO, they cut back much more on the afternoon offering than the morning offering

For those who have never been to the Marquis, there are usually 4 countertops in use for the CL at the Marquis. The far one contains coffee, tea, and a refrigerator for cold drinks. The counter across from that has two hot plates and a large cold plate. Then there are two additional counter tops: one with another two hot plates and another cold plate, and then one, closest to the entrance, used to just hold room temperature items.

For the past year, the lounge always used all 4 countertops and contained:
coffee, tea, soda, water
4 different hot options
2-3 cold options (salad, pita & hummus etc)
Fresh mozzerella and tomato with Garlic Crostini
Fruit
selection of rolls, crackers, cheese and meats.

Last night:
coffee, tea, soda, water
1 hot item on two different hot plates
crackers and 2 large Blocks of Cheese

Two of the countertops were not in use for items, and the honor bar was set up on one of them instead of being on a separate cart

Just a report, but there is definitely cost cutting in progress at the lounges.

I noticed this at the Houston Marriott last week. They only offered cheese, crackers and veggies and dip in the evening. The dessert only consisted of oatmeal raisin cookies (they used to have some type of cake and two or three different types of cookies). The breakfast in the morning did not include eggs or the usual deli meats and cheeses, just hot oatmeal, cereal, a few bagels, but no muffins or pastries. They also did not have any OJ. When I asked the attendant if they had any orange juice she said they were no longer offering it in the concierge lounge :td:, but she would be happy to call room service and have them bring some up (I assumed I would have to pay so I declined). I spoke to the front desk manager and he said they were cutting back on freebies in the CL lounge to help reduce overall costs at the hotel, so they eliminated the most expensive items served there. When I asked what other changes would be made, he said free soft drinks may be eliminated as well and the hours the CL is open would be reduced. When I asked if this was just his hotel, he said, "We all take our directions from Mr. Marriott in Washington, so you should see similar cuts at other Marriotts. "

Marriott made similar changes to the Residence Inn breakfast and evening offerings earlier this year which they said was to improve consistency, but they also cut the quality and quantity of items offered and reduced the hours food was available.

One of the main reasons I give my business to Marriott is for access to the concierge lounge so I can grab a soft drink or something to munch on when I am too busy working. If Marriott takes away or reduces this benefit, I will stay else where.

RIP...

FWIW, me too.

Definitely seeing the cutbacks. Its hard to justify paying and staying at a FS if this continues. I've even seen access to the refrigerator holding the waters and sodas go behind the scenes and you have to (usually) ask for a one.

Just penny wise and pound foolish IMO.

Thanks for the responses. I understand that cuts will need to be made, and even that I won't like some of them. This wouldn't be the one that I chose, as it is a major differentiator (but I wouldn't have made the rewards program changes either). For some reason, it is better from my angle if local hotels are making the decisions instead of a corporate directive.

Greg

Oh, and it was the Santa Clara Marriott.

So, it appears now that Marriott and Ren concierge lounge breakfasts = Fairfield Inn breakfasts (except that at Fairfield you can make waffles and sometimes you get Jimmy Dean sandwiches).

I noticed this at the Houston Marriott last week. They only offered cheese, crackers and veggies and dip in the evening. The dessert only consisted of oatmeal raisin cookies (they used to have some type of cake and two or three different types of cookies). The breakfast in the morning did not include eggs or the usual deli meats and cheeses, just hot oatmeal, cereal, a few bagels, but no muffins or pastries. They also did not have any OJ. When I asked the attendant if they had any orange juice she said they were no longer offering it in the concierge lounge :td:, but she would be happy to call room service and have them bring some up (I assumed I would have to pay so I declined). I spoke to the front desk manager and he said they were cutting back on freebies in the CL lounge to help reduce overall costs at the hotel, so they eliminated the most expensive items served there. When I asked what other changes would be made, he said free soft drinks may be eliminated as well and the hours the CL is open would be reduced. When I asked if this was just his hotel, he said, "We all take our directions from Mr. Marriott in Washington, so you should see similar cuts at other Marriotts. "

Marriott made similar changes to the Residence Inn breakfast and evening offerings earlier this year which they said was to improve consistency, but they also cut the quality and quantity of items offered and reduced the hours food was available.

One of the main reasons I give my business to Marriott is for access to the concierge lounge so I can grab a soft drink or something to munch on when I am too busy working. If Marriott takes away or reduces this benefit, I will stay else where.

RIP...

Thanks. If you don't mind me asking, which Houston Marriott is this? When you look at all of the cutbacks here in total - its a pretty significant amount. I want to be sure to avoid thisproperty. Also, I find it hard to believe that orange juice has now been eliminated from morning service in CL - this may come as a shock to someone at that hotel, yet many drink oj instead of coffee.

This really is becoming a bit much.

FWIW, me too.

Definitely seeing the cutbacks. Its hard to justify paying and staying at a FS if this continues. I've even seen access to the refrigerator holding the waters and sodas go behind the scenes and you have to (usually) ask for a one.

Just penny wise and pound foolish IMO.

Very well stated. I totally agree. As a Platinum Premier, I really don't appreciate all of these cutbacks.

I noticed this at the Houston Marriott last week. They only offered cheese, crackers and veggies and dip in the evening. The dessert only consisted of oatmeal raisin cookies (they used to have some type of cake and two or three different types of cookies). The breakfast in the morning did not include eggs or the usual deli meats and cheeses, just hot oatmeal, cereal, a few bagels, but no muffins or pastries. They also did not have any OJ. When I asked the attendant if they had any orange juice she said they were no longer offering it in the concierge lounge :td:, but she would be happy to call room service and have them bring some up (I assumed I would have to pay so I declined). I spoke to the front desk manager and he said they were cutting back on freebies in the CL lounge to help reduce overall costs at the hotel, so they eliminated the most expensive items served there. When I asked what other changes would be made, he said free soft drinks may be eliminated as well and the hours the CL is open would be reduced. When I asked if this was just his hotel, he said, "We all take our directions from Mr. Marriott in Washington, so you should see similar cuts at other Marriotts. "

Marriott made similar changes to the Residence Inn breakfast and evening offerings earlier this year which they said was to improve consistency, but they also cut the quality and quantity of items offered and reduced the hours food was available.

One of the main reasons I give my business to Marriott is for access to the concierge lounge so I can grab a soft drink or something to munch on when I am too busy working. If Marriott takes away or reduces this benefit, I will stay else where.

RIP...

...RI changes. This year was my first year experiencing the Marriott properties. I had been very used to the Homewood Suites as that was the property that I stayed at most w/the Hilton chain. So when I walked into my first RI, I couldn't believe how much it had resembled Homewood Suites. I thought if I had blindfolders on, I wouldn't know the difference. Well, that was not true. The "spread" was night/day. Then on top of that, the new policy came down that a light meal would only be served Monday through Wednesday (no more Thursdays) and some RIs even had one of those 3 nights as a "Sports Night." What this meant was pretzels, fake cheese and nachos. Not every property, I'm sure. One night we went in and there was this crockpot and it had Chef Boyardee Ravioli in it.....that's it. Nothing else, no cheese, no crackers, nodda.

I learned EARLY on that there is a HUGE difference between the Homewood Suites and the RI, even if the rooms are basically identical. There is a world of difference in the food they serve. Homewood Suites goes above and beyond in that category in most cases.

Dawn

I figured I'd check out the afternoon offerings at the Atlanta Marroitt Marquis. IMO, they cut back much more on the afternoon offering than the morning offering

For those who have never been to the Marquis, there are usually 4 countertops in use for the CL at the Marquis. The far one contains coffee, tea, and a refrigerator for cold drinks. The counter across from that has two hot plates and a large cold plate. Then there are two additional counter tops: one with another two hot plates and another cold plate, and then one, closest to the entrance, used to just hold room temperature items.

For the past year, the lounge always used all 4 countertops and contained:
coffee, tea, soda, water
4 different hot options
2-3 cold options (salad, pita & hummus etc)
Fresh mozzerella and tomato with Garlic Crostini
Fruit
selection of rolls, crackers, cheese and meats.

Last night:
coffee, tea, soda, water
1 hot item on two different hot plates
crackers and 2 large Blocks of Cheese

Two of the countertops were not in use for items, and the honor bar was set up on one of them instead of being on a separate cart

Just a report, but there is definitely cost cutting in progress at the lounges.
Wow, that is a major difference from what the Marriott Atlanta Marquis CL used to serve. Major downgrade, IMO.

Downtown Hartford marriott is not offering oatmeal. Nor eggs, for that matter. This is the first Marriott CL in years I've come across that did not have oatmeal.

I have made it to lifetime platinum - achieved (with the exception of two nights at a Spokane Fairfield) on short "pleasure trips" almost exclusively at full service Marriotts and Renaissances. I'm fairly low maintenance - to the point of sometimes passing offered suites to unsuspecting golds or silvers (always figured it was good PR for Marriott to do so). I concluded that the recent changes weren't that bad in light of the ease of earning tons of bonus and promotion points. Marriott might have simply chosen to keep the redemption rates current and base points simply on actual revenue spent. I am, however, a little bit distressed by this change. I do try to dine at most of the properties I stay in. Still, I have always had my day considerably brightened to stumble across a lounge that goes above and beyond the norm. It is the occasional offering of crab cakes, eggs benedict or the like which I make a point of telling my friends about (even though I don't eat eggs, its kinda nice to see them offered gratis.) If this is a new corporate directive, I guess its a matter of lowering expectations. The Courtyards and Fairfield Inns I've stayed at recently always seem to offer freshly baked cookies in the evening. This trumps cold oatmeal raisin cookies sometimes found in the lounges. It just seems that the full service property offerings should be better than what you find at a Fairfield - and from the discussion above, nothing now available at a full service Marriott matches the sausage in a pancake found at the Tuscaloosa Fairfield.

Count me as another one who stopped staying at a FS (Tampa Westshore) once they pulled the scrambled eggs from the breakfast in the CL. There are just too many other hotels, both Marriott run and other chains, that still offer the full breakfast to every guest, to stay in a hotel where you only get a partial breakfast and are supposed to smile and say thank you.

Especially now that the Hilton Garden Inn has opened close to the airport and, as is typical, offers Diamond members a free cooked to order breakfast.

I've been in the Bangkok Marriott Resort & Spa lounge every day this week. They have certainly not downgraded anything.

What an awesome lounge!

FS Marriott Hunt Valley, MD

This location is across the street from my house!

I stayed at the GSP Marriott on December 17. This was my first time here, so I don't have any point of reference in regarding downgrades at the Concierge Lounge at this property, but the food/drink offerings seemed to be pretty good. A hot dish with usual accompaniments at dinner, plus a nice dessert selection. In the AM there were fresh scrambled eggs along with bacon and sauasge, along with the expected offerings.

If Marriott really wanted to cut down on CL expenses and improve the guest experience for those who were entitled to be there, it would eliminate the freeloading, like the group of seven people who walked in around 8:00 PM for dessert. Although I can't say it definitively, these folks gave me the distinct impression that they had never seen the inside of a CL before this particular night. At a minimum the lounge attendant should ask everyone to sign in, as this might be a way to cull the herd.

Funny, I have cut back my Marriott stays the second half of the year to get my SPG and HH status.

I took a vacation last week to San Juan. The lounge was nice, even though they STRICTLY enforced the no food removed from lounge rule.

They had scrambled eggs in the morning, but they were DEFINITELY powdered. It looked like tofu cubes. There was NO resemblance to true eggs.

Marriott is having some extremely tough times right now. There was just a corporate mandated salary cut at each property. I know at one particular property 3 full time salaried employees lost their jobs this week... 2 of them had been with the company over 10 years.

I ALSO know that any time you want something that isn't in the concierge lounge you should let the attendant know. If you're unhappy let the MOD (manager on duty) know of your displeasure. This type of stuff can't be rectified without CLEAR communication.

The Marriott moto has been and always will be that they know no bounds when it comes to satisfying guests. ESPECIALLY platinum and gold guests. I know the argument can be made that people shouldn't HAVE to ask. but ask yourself this... if you make an entire crock of oatmeal and only 1 person eats it 5 out of 7 days a week do you continue to throw away money by making oatmeal that gets tossed?

I've been told that business has, at some properties, fallen below the post 9-11 period. At a hotel I often frequent, the occupancy rate was hovering around twenty percent. One morning, they didn't open the breakfast buffet -(the fantastic one in the dining room) - simply couldn't justify it on a cost basis. Servers, some who I've known at the property for years, have had their hours cut back to one or two shifts a week. No, I agree, this isn't the best time to be so critical - hopefully, we can still survive without our oatmeal and scrambled eggs. When better times return, I hope that those employees who are just barely getting by get their hours restored before we see the missing food items restored. There is such a thing as priorities. Parenthetically, we seem to be getting megabonus after megabonus. Doesn't a couple hundred thousand points in megabonuses mean anything to the folks who are so concerned over the devaluation of the points? For myself, I seem to get more points in bonuses and promotions than for the pure "revenue" kind. While the lounge breakfasts may not be quite as good and though it may take some more points to get to some places, I still believe that Marriott rewards is a great program.

I recently stayed at the Hollywood Renaissance, and although breakfast in the lounge was good, there was nothing in the evenings except for nuts and some sort of sweet cakes. Very disapointing.

I learned EARLY on that there is a HUGE difference between the Homewood Suites and the RI, even if the rooms are basically identical. There is a world of difference in the food they serve. Homewood Suites goes above and beyond in that category in most cases.

Dawn
Do the Homewood Suites offer separate bedrooms? That is one of the only reasosns that I stay with Marriott. With 2 small kids, I like the ability to redeem points and stay at a Residence Inn with at least one separate bedroom.
I thought Homewood Suites did not offer this. If they do, in the light of recent program changes, it is good bye Marriott.

Do the Homewood Suites offer separate bedrooms? That is one of the only reasosns that I stay with Marriott. With 2 small kids, I like the ability to redeem points and stay at a Residence Inn with at least one separate bedroom.
I thought Homewood Suites did not offer this. If they do, in the light of recent program changes, it is good bye Marriott.

I'm fairly certain that HS only has 1 and 2 bedroom suites available, no studios. But this could be based on my limited experience and aging memory. Go to the sites and check it out, I think each hotel puts a out floor map.

Gently point out the "Spirit to Serve " which is given to ALL associates and is in the rooms in FS hotels....Karl Kilburgm when he was an F&B director I think, took oatmeal off the menu as the hotel didn't see it. Mr Marriott senior said "Oatmeal is NOT negotiable"....I really should carry a copy of this book with me, but i pointed it out to a hotel when they ran out with 2 hours of breakfast to go (select service hotel...) they said it takes too long to make..i said too bad. Went to the manager, quoted the book and had oatmeal 5 minutes later.....

BTW the SHS O'Scare is just WEIRD!!!! Close to the El and O'Scare, but...WEIRD (ok so it was an office..) i didn't love it....spent most of my time in THAT part of town at the Suites, Courtyard or RI.

Actaully I kind of liked it...although I spent less that 12 hours there total. What was nice was that they had adequeate breakfast area seating even though it gets fricking crowded at 7 am....although the parking thing due to construction sucked.

what's pretty sad as I sit and think about it is that all SHS's offer eggs and sausage for breakfast yet some concierge lounges at FS Marriotts do not.:td:

One other thing that is important to remember... Although the "spirit to serve" is definitely Mr. Marriott's moto... it is also important to remember that he has always said we need to first take care of our associates, and in turn, they will take care of the guests. When the company is cutting back hours and salaried employees it's pretty difficult to whine about not getting your morning oatmeal or evening celery stick.

One other thing that is important to remember... Although the "spirit to serve" is definitely Mr. Marriott's moto... it is also important to remember that he has always said we need to first take care of our associates, and in turn, they will take care of the guests. When the company is cutting back hours and salaried employees it's pretty difficult to whine about not getting your morning oatmeal or evening celery stick.


Except that I'm still paying the same $169 per night for the "services" I bargained for at the beginning of the year. If there are less people, cut back on the total but the amount per guest should remain constant, its basic math...

I think the greed in rising rates far greater than inflation over the last few years has caught up to them big time. SHS Overland Park from $84 to $139 in 3 years? C'mon. So no sympathy here except for the few decent rank & file employees of this mismanaged corporation.

How does MI dictate personnel cuts if all the locations are franchised?

I want to add the Lincoln, NE Cornhusker Marriott to the list that has not made cuts. Excellent breakfast and service in the concierge lounge last week (including great eggs, bacon and oatmeal in addition to a great array of cold choices; excellent selection of baked goods and breads) and a suite upgrade^

Couple comments.....

Omaha Regency no snacks at night, breakfast was down from the past. I did not see oatmeal.

marriott has continued to raise prices since 9-11, most of the cities i go to i see hilton/hyatt lower prices, but i continue to pay the marriott prices. 2009 might see a change.

Couple comments.....

Omaha Regency no snacks at night, breakfast was down from the past. I did not see oatmeal.

marriott has continued to raise prices since 9-11, most of the cities i go to i see hilton/hyatt lower prices, but i continue to pay the marriott prices. 2009 might see a change.

I stayed at the FI in Omaha last week because the Regency's prices keep going up and the rooms are so small. The FI was amazing; got a nice suite upgrade and their breakfast is better. I really have no reason to go back to the Regency after this stay because imho, the FI is better (bed was VERY comfy). As much as I enjoy the lounge, it just isn't worth it for the smaller, more dated room. Those are definite cut backs in the lounge as the evening snacks used to be very nice and if I recall, oatmeal was standard.

Except that I'm still paying the same $169 per night for the "services" I bargained for at the beginning of the year. If there are less people, cut back on the total but the amount per guest should remain constant, its basic math...

I think the greed in rising rates far greater than inflation over the last few years has caught up to them big time. SHS Overland Park from $84 to $139 in 3 years? C'mon. So no sympathy here except for the few decent rank & file employees of this mismanaged corporation.

How does MI dictate personnel cuts if all the locations are franchised?

Firstly... You wan the same amenities (for Concierge... since that's the topic of the post) but you want lower prices? That simple math doesn't work out if guests aren't traveling due to a stifled economy... Look at gas prices... they've gone down because folks have cut back on gas consumption; now that they're down people STILL aren't driving as much. That math doesn't add up to me.

Second... Not all Marriott locations are franchised. I'm not sure where this idea came from but there are many non-franchised properties throughout the countries. Perhaps we just have a different concept of "franchised"... No.. Marriott International itself doesn't own any properties (that's 100% correct) but when people within the company refer to a 'franchise' they are often referring to a hotel that isn't managed by MI. Owners can pay for the name, meet the standards, and run the hotel themselves while being entirely independant of MI (this is the case for many John Q. Hammond properties). OR a property can be privately owned but operated by MI. When they're operated by MI there is still a bottom line that needs to be met... therefore they can dictate cuts across the board. Make sense?

We all understand that when occupancy is way down, costs must be reduced. No hotel can lose money forever. But cutting costs in the Concierge Lounge, which by definition serves your best customers, seems like a mistake to me. Surely costs could be reduced somewhere else.

The Las Vegas Renaissance closed off three entire floors due to low occupancy! (They closed the best floors, which is stupid, but that's another thread.) Closing off floors makes sense; making lounges little more than sitting rooms does not. Marriott needs to rethink this strategy.

Bruce

Marriott! give us the cheap hollow soap and the other crappy bathroom amenities, but please do not mess with the CL breakfasts and evening food.

If these cutbacks made against your best paying customers are not rectified, people will just switch all our stays to another chain. This is a huge portion of your revenues and loyalty should be rewarded. There is almost always a SPG property where I travel (100+ nights / year).

They also did not have any OJ. When I asked the attendant if they had any orange juice she said they were no longer offering it in the concierge lounge :td:, but she would be happy to call room service and have them bring some up (I assumed I would have to pay so I declined). I spoke to the front desk manager and he said they were cutting back on freebies in the CL lounge to help reduce overall costs at the hotel, so they eliminated the most expensive items served there. When I asked what other changes would be made, he said free soft drinks may be eliminated as well and the hours the CL is open would be reduced.

What the heck!!!!!

No soda and no OJ???? So, Marriott now defines an honor bar as free water!

I am heading to the St. Louis Marriott West tomorrow and will report back with the lounge conditions.

With all the negative cl downgrades, I thought I'd a post a bright spot. The FLL Marriott North cl was open all week last week (until the weekend). On Wed. night and Thurs. morn. they were open only two hours 6-8 p.m. and 8-10 a.m. I thought it was a very nice touch, unexpected and very much appreciated for those of us who took advantage of it. They may be doing the same for New Years, you can call and tell them you heard they did it for Christmas... Btw- I freaking love this place. The management is awesome. David and Alex are beyond great. Geoffery in the cl is really great. I love it here. If anyone has any concerns/questions about this hotel please pm me and I'll be more than happy to help you out.

Just stayed at Marriotts in Copenhagen and Amsterdam for Christmas holidays. In Copenhagen, they had only warmed sausages, no eggs, no bacon, nothing. They did have some baked goods, but not fresh or served warm. In Amsterdam, the lounge was closed for the holidays and the front desk offered breakfast in the main restaurant. It was the full buffet spread, but my past stays at this hotel have had a very reduced breakfast in the lounge with no eggs or hot items at all.
I have noticed that in many FS Marriotts throughout Europe, hot items are becoming rarer. Only at the Berlin Marriott and London West India Quay have I noticed regular hot items including eggs and different sausages and bacon.
It certainly is sad to see that the benefits of Concierge Lounge are being diminished to their most loyal guests. Seems to be conterproductive.

Just returned from Renaissance Washington DC (9th St.).

CL was closed over the holidays (until January of 2009).

We got breakfast coupons (2 per day) for Christmas and day after Christmas. However no coupons for Saturday and Sunday breakfast.

However I must say staff is very nice and other then CL thing I liked the property a lot.

I have been staying at the Philadelphia Marriott West and they had an excellent Concierge Lounge food variety until the end of last year. When I returned this past week there was only one hot entry and very little variety.

I e-mailed the Asst General Manager and was told that Marriott Corporate told them to implement a new standard that to provide one hor dov, either hot or cold, with cheese, snacks, one sweet, beverages and honor bar.

This is no way to treat the best customers or those guests who choose to pay extra for the Concierge Lounge.

This degrades the full Marriott experience and I will consider other Mariott brands or Hiltons in the future.

:mad::td:

I have noticed changes to the Concierge Lounge at the Marriott Marina Del Rey since my last stay in December. They have now eliminated all breakfast meats, leaving nothing but eggs, bread and fruits. I fully expect egg to go next. Nothing is too good apparently for the Elite Members in the Marriott Rewards program, and I have a feeling that in the near future, Marriott will find a chance to begin offering that as well in their concierge lounges - Nothing. The director who oversees the front desk and the concierge lounge here at the Marina Del Rey, has told me that they were instructed to scale back by Marriott Corporate.

Just out of curiousity, I called Hilton Honors and talking to Cordell at their call center in Addison, TX. He explained they have a program called "Matching Tier Status" where by if you fax evidence of your being a top tier member of a competing loyalty program, HH will automatically make you a Diamond member in their HH rewards program. The fax # is (972) 788-1818. Should you decide you are tired of Marriott and wish to change to another loyalty program, give HH a call and ask them about their Matching Tier Status program. I told them about the cutbacks at Marriott and I was ready for a change, so Cordell was kind enough to provide me with the information.

I chose this Marriott because of the Concierge lounge. I am not sure why Marriott has opted to stick it to their core group of travelers, but apparently, they feel they can cut back, even though they must know they will have some losses in their membership. I am guessing they have a certain loss level that they are aiming to reach, which with the cutbacks they are making, will not be too far in the future. I really see know reason to continue paying these higher prices, when I can get the same amenities elsewhere at a much lower price.

Anybody know anything about the Marco Island Marriott? I chose this over RC Naples just because of lounge access (having three kids in tow, saves lots of money). Hope their CL has not been downgraded...

Anybody know anything about the Marco Island Marriott? I chose this over RC Naples just because of lounge access (having three kids in tow, saves lots of money). Hope their CL has not been downgraded...


Call them and ask, especially now that the new cutbacks are being implemented. Better to know in advance.

Cheers.

Anybody know anything about the Marco Island Marriott? I chose this over RC Naples just because of lounge access (having three kids in tow, saves lots of money). Hope their CL has not been downgraded...

I don't think Marco Island has lounge and since it's a resort and I'm not sure whether it offer free breakfast elite members. You may have to search for its review.

Just got back from the Miami Airport Marriott and it's not good news. Stayed there 4 times this past year and each time was very impressed with the night offerings. Two hot dishes (hamburgers, meat subs, chicken wings and a side)and lots of cheeses and crackers and fresh fruit. This time one hot dish (noodles and chesse), less cheese, less crackers, and no fruit. Everything shrunk. Not nice. Brkfst seemed about the same, pretty nice. And they still have the yogurt parfaits in the fridge- there all day until they run out. Nice.
Btw- the renovations aren't done but was is done is pretty nice. Lobby looks much much nicer. Just time for them to renovate the rooms, that carpet has got to go. The new tvs are nice (standard Marriott LGs)- been there 6 months already.

Don't know if it's a US domestic mandate for these cutbacks because I was recently at The Renaissance in Barcelona and they went all out with their lounge offerings. Free liquor and beer too.

I will be at The Marriott Chateau Champlain in two weeks and The Renaissance Downtown Toronto right after. I'm a regular at these properties so I know what they usually offer... I'll report back.

This depresses me (probably more than it should). I had decided to shift my SPG business to Marriott this year and not worry about trying to reach Platinum in both programs. My earlier decision was based on how much I had been valuing the lounge much more than the suite upgrades I generally get at Starwood. These cutbacks have had me change my bookings. I am currently in my second business trip for the year, with another next week. All with Starwood. If the lounges are so downgraded and I don't even get a WSJ, I am trying to figure out what in-hotel benefits exist for PLAT. Heck, even the check cashing is going on April 1.

I have got to give it to the airlines: last year when they made significant cuts and fee increases they did a good job of shielding their elites. Looks like Marriott is going the other way.

We should all be afraid, very afraid. I just spent 2 weeks at a FS in KC and what was once a decently robust CL is now a joke.

Very minimal offerings morning and PM, anything "prepackaged" that you could once takeout is gone. Like chips, breakfast bars, granola bars, cereals, yogurts, milk, bananas, etc. Only the barest minimum put out at a time, the poor staff has to constantly scramble to replenish stuff after each few guests. Seem to be buying butter, cream cheese, etc in bulk and putting out in communal dishes. Cheese and meats - no more.

Just Cookie dust at 8pm. No WSJ. No mouthwash. Final insult is now tiny 8oz bottles of water instead of the usual pints.

So at what point is this benefit useless and I head to more, complete and comfortable service, free internet and cheaper accommodations like a RI or Homewood Suites?

I had decided to shift my SPG business to Marriott this year and not worry about trying to reach Platinum in both programs.

That was your biggest mistake. This is done the other way only - from Marriott to Starwood. :D :D

Quite frankly Marriott program is not even remotely competitive with Starwood's at least when it comes to Platinum benefits.

The lounges at Marriotts and Hiltons are a joke nowadays with most if not all of them not offering hot breakfast in the morning (you might as well sacrifice that room upgrade and stay at a Courtyard or Homewood Suites and get a decent breakfast), I don't think the grass is green on any side with most of the hotel chains on a race to the bottom (quite similar to the airlines with their FFP).

I am making it a habit of calling the hotel direct a few weeks before my scheduled arrival at FS Marriott to determine the Concierge Lounge downgrades. Two upcoming:

San Francisco Marriott - used to be open on weekends, now closed. Although the Desk clerk thinks it still may be open for breaksfast. No coupons, maybe only for Platinum.

Salt Lake City Marriott Downtown - closed on the weekend and no longer offering breakfast coupons. Only providing a coupon for a cup of coffee at Starbucks.

When you call and asked to be transferred to the front desk, the operator tries to help until they realize they can not answer your questions. Even the front desk staff is uncertain in some cases.

I am coming to the conclusion that there is little benefit remaining loyal to Marriott. There is no benefit for Plat/Gold at Courtyards or Fairfield Inns.

So what is the point - stay at a hotel that is most convenient and has best rate. I know of many that have switched to going with priceline and hotels.com - to get the best rates at desired number of stars for hotels.

I have booked the Renaissance Montura for the M-F portion of my two week trip to the southbay; however I'm out of there F/S@/Su nights and heading over to the Gateway Sheraton; I will not only check in and tell the FDC what I'm doing, I will have a copy of my reservation in a manila envelope with a note stating exactly why I am doing this and to have the FDC give it to the GM.

I have booked the Renaissance Montura for the M-F portion of my two week trip to the southbay; however I'm out of there F/S@/Su nights and heading over to the Gateway Sheraton; I will not only check in and tell the FDC what I'm doing, I will have a copy of my reservation in a manila envelope with a note stating exactly why I am doing this and to have the FDC give it to the GM.

Please post GM's respond.

I always stayed at Renaissance but I may have to change weekend stays.

I have booked the Renaissance Montura for the M-F portion of my two week trip to the southbay; however I'm out of there F/S@/Su nights and heading over to the Gateway Sheraton; I will not only check in and tell the FDC what I'm doing, I will have a copy of my reservation in a manila envelope with a note stating exactly why I am doing this and to have the FDC give it to the GM.

You might consider mailing it into HQ as well. I think that only if GMs and HQ start getting proof of people taking their biz elsewhere will they pay attention & rethink their decision, or look for other places to cutback.

Cheers.

It certainly is sad to see that the benefits of Concierge Lounge are being diminished to their most loyal guests. Seems to be conterproductive.

it ranks right up there with selling CL rooms to general public

it ranks right up there with selling CL rooms to general public

heres is what these scumbags will do

they will sell CL floor rooms at an inflated rate on the weekends to unsuspecting customers

I am tired of how Marriott is taking MR members for granted. Here is a call to action---

Anyone interested in sitting face2face with Mr Marriott, and or joining a group to fight for our Rights as MR members?

Email AMatterOfLoyalty@gmail.com

In your email---Please rate new MR09 from 0-10, please rate MR08 also, and share the number of nites spent in 08 with Marriott and your current level.



Include your expected change in stay-behavior based on actions taken by MR management. Thx----

heres is what these scumbags will do

they will sell CL floor rooms at an inflated rate on the weekends to unsuspecting customers

I've actually spent 2 long weekends at SPG properties where there was a "special" CL rate for the non stocked lounge. At least the room was left open or card key available so a few families and kids had a separate place to hang out in between their hockey games. And the rate was no worse then our negotiated group rate, so I give SPG credit.

Every FS Marriott I've been to over the weekend locks up the CL like Fort Knox.

I'm certain that many of the gloomsayers posting here would never consider the Stanford Court in San Francisco. Gee, it doesn't have a C-Lounge. But it does offer the following for all elite members: a complimentary in room movie; 20% discount on appetizers; on weekdays, an all american breakfast for two or $15 credit per person towards ala carte breakfast items. On weekends, this perk is extended to golds and platinums. For those of you who might have traveled to Renaissance's around the country, you might have seen featured on their menus the Signature item at the Stanford Court: Lemon Souffle Pancakes with raspberry sauce and pine nuts. Believe me, its better than anything you've had in a C-Lounge. So here's a great example of a property succeeding pretty well without a C-Lounge. Still, according to staff I spoke with this weekend, this property is feeling the impact of the economic downturn and are cutting where they can. After years of offering jams and jellies in the little glass jars, they've switched to small foil containers - and some patrons have noticed. For those of you for whom it seems to matter, your status is, indeed, recognized at this property. The way they handle it may, in fact, be more practical all the way around than the C-Lounge. Imagine, it may be more cost effective to give a person $15 credit toward breakfast than let that person loose in the C-Lounge. Maybe, in this economic climate, a property can't - and shouldn't - expend that much on a patron - even an elite. So this is a property where they are cutting back where they can, offering perks, and where employees are being adversely impacted. And I still don't think its all apples and oranges. We are loyal in great part to Marriott because of the service and kindnesses given by employees. How can we moan about perceived slights from Corporate where properties and their employees are struggling. Marriott Rewards is a Loyalty program. Sometimes, out of loyalty, you stand by your friends in rough times. I have been with Continental a long time. I remember in the 1990's going through two bankruptcies, lots of kudo bars, and admonishments from my travel agent (remember them) that it was a terrible airline. I stuck with Continental and I now believe its the equal of or better than any domestic carrier. Cut and running from Marriott for perceived slights seems just a little drastic and maybe lacking in perspective. Times are tough. I'm lifetime platinum and could start up with any other program without 'penalty' from Marriott. I prefer to stick with my friends. And I will not think less of my friends because I don't get a Wall Street Journal anymore or I can't count on multiple hot dishes in the lounge in the evenings. Perhaps things will change when the economic climate improves. In any event, trying to hit a favorite property in the pocketbook when business is already down just doesn't strike me in these times as a thoughtful or productive strategy. (And I do recommend the Stanford Court!!!)

when you say stanford offers those perks to all elite members, do you really mean all levels of elite?

OMG, Mr. rln, take a breath please:cool:!

What a great property and a proactive way to give benefits. I'd much rather have a restaurant credit than what's being offered / passed for CL benefits today.

Problem is that this ONE property among thousands. Marriott used to pride itself on uniformity and SOP's in many regards. Now it is a guessing game.

Yes, I know many have taken to calling in advance to ask questions of the staff and playing Russian roulette with answers but lets face it, who needs more "to-do" in advance or during a business trip.

Just give me some basic consistency and if you want to exceed it, even better.

Marriott used to pride itself on uniformity and SOP's in many regards. Now it is a guessing game.

Yes, I know many have taken to calling in advance to ask questions of the staff and playing Russian roulette with answers but lets face it, who needs more "to-do" in advance or during a business trip.

Just give me some basic consistency and if you want to exceed it, even better.Please be careful what you ask for... SOP according to T&Cs is that on weekends CLs are closed and no free breakfast for elites, and no breakfast at resorts. Frankly, in addition to minor savings on the hotel's part, it appears that Marriott corporate is trying to get all hotels to comply with elite offerings to the letter and no more in order to make things uniform from hotel to hotel. This would actually result is less of a guessing game. Hence the disdain by many of us on Marriott's urging/insistence that hotels not over achieve. We have all gotten used to hotels going above and beyond, and many of us choose hotels based on that and are not to excited about the current direction being orchestrated by Marriott corporate.

Well I know a couple properties that are going to have some angry guests in September. AMS Marriott & AMS Renaissance.

During the IBC show, all hotels in AMS raise their rates (not just Marriott). But Marriott is 455E & Ren is 395E. The weekend following the show the weekend rate is 179E, so as you can see a bit of a difference! In years past, the lounge being open on the weekend helped make up for a bit of the pain on the rate being jacked so high. Both closed the lounge on the weekend one year (after a few years of it being open) & there were so many complaints that the next year they went back to being open.

And insult to injury - during the show, besides the price being really high and the lounge being closed, the rate rules show that the stay is prepaid, non-refundable, no changes immediately upon reservation. That's for all 3 properties btw - including the CY. Last year, CY had a DOA cancel, Marriott was prepaid 2 weeks before arrival date, & Ren had the draconian cancel rate. Now all 3 have gone to it.

I'm hoping to get my room at the Marriott through the convention housing bureau, where the rate is 269E. It's showing sold out, but I faxed a letter. If it doesn't open at that rate, I'll be staying at the Amsterdam Hilton which is 279 - and has the lounge open on the weekend (bringing this back on topic).

And if I do manage to get the Marriott, I'm going to contact the GM & gently suggest that Marriott policy is one thing, but that there's a line in there re: extraordinary circumstances/GM discretion, and with rates of 455E to the gen public, the property might want to consider opening it that one weekend only. There's policy & then there's common sense ;)

BTW - if anyone will be in AMS in September, I highly recommend you avoid Sept 10th-16th.

Cheers.

I'll be staying at the Amsterdam Hilton which is 279 - and has the lounge open on the weekend (bringing this back on topic).That assumes you get a room on the CL, correct? I thought it was you that broke the news to us a while back that Hilton restricts CL access to only those elites who are lucky enough to get upgraded to rooms on the CL or pay for CL rooms. I don't speak Hilton, so I only hear what is reported in passing here on the Marriott Rewards forum.

Copley Boston has gone downa notch or two. Breakfast is hot eggs, muffins, yoghurt - no oatmeal. It disappears at exactly 9 am, which is quicker than the last time i stayed here last year. Cocktail time is swiss cheese the size of playing dice and some rolled, small taco thingy with mystery meat and corn. Dessert is cookies.

it is something but not impressive, especially after my stay at Grosvenor Square last month. That was pretty good IMHO

That assumes you get a room on the CL, correct? I thought it was you that broke the news to us a while back that Hilton restricts CL access to only those elites who are lucky enough to get upgraded to rooms on the CL or pay for CL rooms. I don't speak Hilton, so I only hear what is reported in passing here on the Marriott Rewards forum.

Well, you're missing the bigger point, but that rate does give me access - and unlike Marriott, Hilton's lounge will actually be open & serving food/drink. Those who are paying the 455E exec level rate at Marriott are being charged that, even though the exec lounge will be closed for 2 days. They're not getting a discount for those 2 days. Hence, I think the 2 Marriott properties are going to have some mighty unhappy guests if they keep the lounge closed.

Given the delta in pricing btwn IBC/non-IBC time, the hotel could send up some bkfst & evening offerings & still make a huge profit, and keep customer goodwill at the same time. It's only 1 weekend out of 52 that they do the citywide event (which could also be their rationale to HQ). I'm still hoping that I can get the Marriott at the housing rate, as I've stayed there for 10 years and gotten to know the staff, and I'll certainly be in contact w/ the GM re: the lounge being open if I stay there. If I don't get it, then over to the Hilton I will go.

BTW - the jacked up rate for Hilton not via the convention housing is similar to Marriott's, 'round the 400Euro mark. But unlike Marriott, Hilton only requires a single night deposit, which is refundable up to 28 days in advance. Not a prepaid, nonrefundable for the entire stay the second you book it at 8 months out. However, that's not totally relevant to this thread, which is about food/drink/bkfst certs.

But again, anyone going to Amsterdam avoid Sept 10th-16th!

Cheers.

i may be missing the point here but on the marriott website you can see when the CL is open. if it says it is open on the weekend i don't think it is unrealistic as a consumer to expect to be able to use it.

i may be missing the point here but on the marriott website you can see when the CL is open. if it says it is open on the weekend i don't think it is unrealistic as a consumer to expect to be able to use it.

LOL - don't be logical ;).

BTW - it would be interesting to see how many hotels have updated their websites. If they haven't, then I think any guest who has access based on website or their confirmation, to e.l. has a case on either it being open, getting a cert for brekkie, or a discount. I would certainly fight that one. It is NOT the guest's problem if Marriott changed a policy, communicated it to the hotels to the point that they instituted that policy, and then the hotel said oops.

And not elite-based but exec floor/lounged base example, if the rate for the e.l. on the weekend is higher & the e.l. isn't open, what's that all about? Does the guest (forget us FTers) have a right to complain? And if so, should they get for that timeframe, the none e.l. rate?

Something to think about. Cheers.

I stayed at the Cambridge, MA Marriott 40 - 50 nights each of the last two years. No more. The lounge service has taken a huge beating and the wonderful hot breakfasts have disappeared.

When I wrote a letter of complaint to the manager, here's the reply that I received:

"Thank you for your note regarding the concierge lounge offerings here at Cambridge. I very much appreciate the opportunity to respond to you so that you may understand the rationale used in the difficult decision to alter the products and services here during the morning.

As you travel with Marriott to other locations, you may have detected that almost all other full-service Marriott do not offer cooked-to-order eggs in the morning. In fact, my hotel has offered this service for many years despite the variation against the brand standard. So, in order to eliminate confusion for our guests and to have consistency across all North American full-service Marriott, we needed to make the change. The timing is, in part, driven by the softening economy and attendant lower demand for my hotel, but it would have been necessary to make this change early in 2009, in any case.

Mr.---------, as a long term Platinum member and enormously loyal guest here at Cambridge, I want you to know that we sincerely value your business. In the conversation that you overheard, you may have learned that we will continue to offer a variety of protein items in the concierge lounge each morning. It is my hope that those items will at least partially meet your needs for a solid, quick breakfast, and I'll welcome your comments there, both positive and negative, as we implement that process.

Thank you again for your letter, and I look forward to continuing our wonderful relationship into 2009."

I stayed at the Cambridge, MA Marriott 40 - 50 nights each of the last two years. No more. The lounge service has taken a huge beating and the wonderful hot breakfasts have disappeared.

When I wrote a letter of complaint to the manager, here's the reply that I received:

"Thank you for your note regarding the concierge lounge offerings here at Cambridge. I very much appreciate the opportunity to respond to you so that you may understand the rationale used in the difficult decision to alter the products and services here during the morning.

As you travel with Marriott to other locations, you may have detected that almost all other full-service Marriott do not offer cooked-to-order eggs in the morning. In fact, my hotel has offered this service for many years despite the variation against the brand standard. So, in order to eliminate confusion for our guests and to have consistency across all North American full-service Marriott, we needed to make the change. The timing is, in part, driven by the softening economy and attendant lower demand for my hotel, but it would have been necessary to make this change early in 2009, in any case.

Mr.---------, as a long term Platinum member and enormously loyal guest here at Cambridge, I want you to know that we sincerely value your business. In the conversation that you overheard, you may have learned that we will continue to offer a variety of protein items in the concierge lounge each morning. It is my hope that those items will at least partially meet your needs for a solid, quick breakfast, and I'll welcome your comments there, both positive and negative, as we implement that process.

Thank you again for your letter, and I look forward to continuing our wonderful relationship into 2009."


although I have seldom had ANYTHING good to say about Marriott any more, I give them credit for what seems to be a personalized letter rather than the form crap letters that they usually send

although I have seldom had ANYTHING good to say about Marriott any more, I give them credit for what seems to be a personalized letter rather than the form crap letters that they usually send

But the content in these letters are pretty much the same as in a form letter, we've made a negative decision that affects you, here's our lame excuse(s), we are sorry, but so what. Just sugar coated.

FYI: the chocolate covered strawberries and champagne were flowing at London Grovesnor House in Jan 2009 no worries.

Gently point out the "Spirit to Serve " which is given to ALL associates and is in the rooms in FS hotels....Karl Kilburgm when he was an F&B director I think, took oatmeal off the menu as the hotel didn't see it. Mr Marriott senior said "Oatmeal is NOT negotiable"....I really should carry a copy of this book with me, but i pointed it out to a hotel when they ran out with 2 hours of breakfast to go (select service hotel...) they said it takes too long to make..i said too bad. Went to the manager, quoted the book and had oatmeal 5 minutes later.....


:D

FYI: the chocolate covered strawberries and champagne were flowing at London Grovesnor House in Jan 2009 no worries.

Sharon is going to envious.

Also, I can attest that the champagne served was a very pleasant, mid-level French selection.

FYI: the chocolate covered strawberries and champagne were flowing at London Grovesnor House in Jan 2009 no worries.

Definitely overachieving which Marriott needs to crack down on. Maybe they could transfer whoever is in charge of the ruination of the Heritage Lounge in Dublin to London, to take care of this egregious violation. ;)

Well I was hoping no one would mention GH's lounge being open in case the GM gets his head handed to him on a plate for 'over-achieving' ;) Given some of the upscale clientele of the property (not FTers LOL) it doesn't totally suprise me it's still open. And if the GM can keep within his budget #s, then it should be left up to him to do so. Of course that isn't consistent with the new, scaled-back consistency plan.

Cheers.

I checked out of the Renaissance LAX earlier this morning. This was the first weekend where the lounge was not open seven days a week. There have been some cuts in the lounge offerings, but it was somewhat less than I had expected. Room rates have also come down with the best available rate at $99/night. Last year, it was usually $109-129/night.

I am being somewhat vague because I am afraid that Marriott HQ might ask the hotel to cut even more. Now, the Renaissance LAX has a better offering in the lounge now than the Marriott Marquis NYC and probably 80 % of FS Marriott properties in North America.

The CL is open on the weekends for free internet, and you can use the coffee machine and take cold drinks out. The water bottles are now the 10 ounce ones used at all Marriott properties. They used to have their own 12 ounce water bottles. CL rooms do not have free water placed in them, and I did not get any turndown service the first night. I kept the DND sign up for the second day since I did not need any service.

You will see signs by the thermostat where they encourage you to keep the temperature at 74 when you leave the room. They also have a sign in the bathroom encouraging the conservation of water by reusing towels. I kept my temperature relatively cold at night (since it is still winter on the East Coast).

If you want more details, PM me.

Just checked out of Renaissance Downtown Toronto.

For breakfast.. the lounge removed the automatic coffee machine and replaced them with two thermal dispensers serving Starbucks coffee. Once imported Fuji bottled water now replaced with local Nestle water.

During the afternoon no more freshly baked cookies :td:

In the room.. only 1 bottle of water instead of two. Mouthwash, shower gel & shower cap removed from bathroom.

I checked out of the Renaissance LAX earlier this morning. This was the first weekend where the lounge was not open seven days a week. There have been some cuts in the lounge offerings, but it was somewhat less than I had expected. Room rates have also come down with the best available rate at $99/night. Last year, it was usually $109-129/night.


LOL, I just checked out of the Gateway Sheraton where the lounge was open with food ^ this weekend

just curious; why would you stay there on the weekend (Ren LAX); I've dumped all weekend stays at that property and moved them to the Sheraton Gateway LAX

I had two opposite experiences in the last 7 days. 1) Crystal Gateway FS. Their offerings at breakfast were sub-par. They had eggs but no bacon or oatmeal (not even the packaged variety). I was told management had directed the reductions and the attendant encouraged me to complain because management wasn't listening to her. 2) Hunt Valley FS. This was my first visit and I was impressed. They had eggs, bacon, hash browns, assorted berries, pancakes and real oatmeal. I took the time to submit a comment card expressing my appreciation. Absolutely a fabulous job!

I had two opposite experiences in the last 7 days. 1) Crystal Gateway FS. Their offerings at breakfast were sub-par. They had eggs but no bacon or oatmeal (not even the packaged variety). I was told management had directed the reductions and the attendant encouraged me to complain because management wasn't listening to her. 2) Hunt Valley FS. This was my first visit and I was impressed. They had eggs, bacon, hash browns, assorted berries, pancakes and real oatmeal. I took the time to submit a comment card expressing my appreciation. Absolutely a fabulous job!

Hunt valley could not have been the weekend.. it was closed when I was there

I wish they would survey their elite population on where to cut. For me, breakfast is king. Free water is second. I like an option for coffee in the room. Newspapers are appreciated, but picking them up in the lobby/lounge is ok.

After that I could do without any bathroom amenity except soap, shampoo, and conditioner. I could lose the robes. I would be happy to skip the turndown service. Scales and hairdryers aren't needed (although I am sure many use the hair driers). I read all the new emails and look at their networking website, but these could be scaled back as well.

Anyway, rant off.

Keep the hairdryers ;) Agree w/ a # of other items, especially the scales.

Cheers.

Hmm. Thinking ya'll can "save money" but cutting already paid for items such as scales and bathrobes? Haven't seen any suggestions about cutting the operating budget - don't know how much money is saved by moving "free" newspapers from your room to the lobby. Hey, if you're all so steamed about the "meager" offerings in the lounge, how about closing the lounge altogether in favor of a credit in the dining room? Seems to work at the Stanford Renaissance - they give out $15.00 credit plus a free in room movie plus discount on appetizers. Gee, its gotta be better than what you're all describing in the lounges. With this program, the property is able to manage costs better. The downside is that, instead of walking a little ways to the lounge, one has to actually (gasp!) travel to the dining area. And (gosh!) you'd have to mingle with non elites. Really, given the layoffs we read about every day (and the employee pain I'm sure we are all observing at Marriott), many of the postings have an air of "let 'em eat cake." Is it really all that important? If the economy improves, perhaps we'll all get "real" oatmeal again and we'll know that all is right with the world.

If the economy improves, perhaps we'll all get "real" oatmeal again ...


Or do as I do, and stay at Starwoods/Hyatts!

Hey, if you're all so steamed about the "meager" offerings in the lounge, how about closing the lounge altogether in favor of a credit in the dining room? Seems to work at the Stanford Renaissance - they give out $15.00 credit plus a free in room movie plus discount on appetizers. Gee, its gotta be better than what you're all describing in the lounges. With this program, the property is able to manage costs better. The downside is that, instead of walking a little ways to the lounge, one has to actually (gasp!) travel to the dining area. And (gosh!) you'd have to mingle with non elites. .

At least for me, you're missing the main point. The CL meets a business need for me, a quick reasonably decent breakfast and quick access to coffee/soft drinks while I am working in my hotel room. I could adjust to lack of soft drinks, though I really do like the coffee. The in-room coffee is not an acceptable substitute. Without these perks, there is really no reason to go full service over a limited service property like CY, SHS, FI, etc. The delta in the quality of the room furnishings doesn't justify the price differential.

Besides missing the point, rln needs to spare us the sarcasm. :rolleyes:

Also it would help if his example was based on more than one property. Marriott has thousands.

And he evidently missed the part where we all stated that if GMs were able to meet their budgets & still keep lounges open (or whatever other perks they chose to offer, ala Stanford Ren) they should be allowed to do so. Marriott's taking that option away.

But with rates staying the same & offerings being cut, as Jon Maimon said, the price differential isn't necessarily worth it for FS. And as others have said, since - in the same economic climate - other hotel chains are keeping their lounges open on the weekends, they're changing their stay patterns to go to those chains on weekends now, whereas before Marriott would have gotten the revenue.

Now, about that $140 bathrobe ;) OVMV.

Cheers.

LOL, I just checked out of the Gateway Sheraton where the lounge was open with food ^ this weekend

just curious; why would you stay there on the weekend (Ren LAX); I've dumped all weekend stays at that property and moved them to the Sheraton Gateway LAX

I do not stay enough to juggle status with Starwood, Marriott and Hyatt at top levels. Hyatt's properties don't fit my needs that well in LA. Starwood is not a good fit for my other travel. Although, LA might go down on my list as a travel place since it seems the car rental fees, taxes and assorted crap keep going up.

LOL, I just checked out of the Gateway Sheraton where the lounge was open with food ^ this weekend

just curious; why would you stay there on the weekend (Ren LAX); I've dumped all weekend stays at that property and moved them to the Sheraton Gateway LAX

I used to love the Ren LAX. I will try out the Gateway Sheraton next time.

At least for me, you're missing the main point. The CL meets a business need for me, a quick reasonably decent breakfast and quick access to coffee/soft drinks while I am working in my hotel room. I could adjust to lack of soft drinks, though I really do like the coffee. The in-room coffee is not an acceptable substitute. Without these perks, there is really no reason to go full service over a limited service property like CY, SHS, FI, etc. The delta in the quality of the room furnishings doesn't justify the price differential.

+1

The FI Charlotte I stayed at last night actually has a better brekkie selection than the FS Marriott Copley last week. Two different towns and properties but I was underwhelmed by the few FS that I stay in to justify the price difference

Dulles Airport is down to one hot item in the evening. No mixed nuts, only pretzels and goldfish. Breakfast is extremely skimpy now. No more complimentary breakfast for platinums on the weekends. Apples are gone at the reception desk. The two 500ml of Vasa water in the room has been replaced with one 296ml Vasa water. Restaurant and sundry shop were closed late Saturday afternoon for the day. Food was available only in the bar. Swimming pool on weekdays is open only from 6 to 9 a.m. and reopens early evening for a few hours.

Dulles Airport is down to one hot item in the evening. No mixed nuts, only pretzels and goldfish. Breakfast is extremely skimpy now. No more complimentary breakfast for platinums on the weekends. Apples are gone at the reception desk. The two 500ml of Vasa water in the room has been replaced with one 296ml Vasa water. Restaurant and sundry shop were closed late Saturday afternoon for the day. Food was available only in the bar. Swimming pool on weekdays is open only from 6 to 9 a.m. and reopens early evening for a few hours.

Are they making you pay as much as before all these cutbacks? If so, this sort of stuff is unfair, wrong, and inexcusable.

Fewer guests are showing up...presumably because of economic conditions. So the "solution" is to penalize those who continue to give them their business.

This is nuts!

Stayed here for the first time this year, after 6 stays in winter 2008. In 2008 breakfast was served in the CL on weekends and drinks and snacks in the evening. This weekend: zero. The coffee machine was out of order and the fridge mostly empty. I asked when I checked out and they said there should have been evening offerings, but not breakfast. Not sure whether this was correct or whether they are following HQ advice.

Had breakfast in the restaurant, what a nightmare. It is not much larger than the CL and was full of children in full cry and a large family who insisted on shouting to each other at full volume across the restaurant. I can't understand why no breakfast in the CL when the restaurant is so tiny. We were on B&B rate, but planned to sit in the CL for coffee, fruit etc and nip across the lobby to get cooked stuff to take back, but alas not.

Will probably be back there this weekend for a night, so will report back. Mr HP not impressed as he says it is unfair on people who only use hotels at weekends and along with other FTers cannot understand how cutting down on amenities will attract return guests.

Tonight's desserts at the Ontario Marriott consisted of 12 oatmeal raisin cookies. The CL person brought the cookies in at 8:30 pm and they were gone in about 5 minutes. There's been about 10 guests stop in since looking for desserts - and her answer is "the cookies are all gone and there aren't any more".

I stayed at Christmas and the Renaissance Kuala Lumpur Malaysia had a great morning and evening spread. Breakfast was eggs, sausage, cereals, yoghurts and brteads. Evening was finger foods and sandwiches and free bar for 2 hours. I was upgraded to Club room as a gold (not huge but great views). Sounds like Asia is much better than North America for offerings.

I am booked into Renaissance LAX on a weekend soon and understand the lounge is not open. Is it open on a Friday night? Is anything available to a gold on a weekend-ie help your self lounge drinks or breakfast coupons for the restaurant?

Cheers

SYD/YYZ

This doesn't reflect a Marriott-wide policy, but I received the following report from Mrs. Big Mo, who was staying at the Schaumburg, IL Marriott.

Posted hours say that breakfast is served in the lounge until 10:00 a.m., but the attendant was taking everything down when she walked in at 8:45 a.m. When confronted with the posted hours, the attendant said that she gets off work at 1:00 p.m. and wanted to get a head start.

This doesn't reflect a Marriott-wide policy, but I received the following report from Mrs. Big Mo, who was staying at the Schaumburg, IL Marriott.

Posted hours say that breakfast is served in the lounge until 10:00 a.m., but the attendant was taking everything down when she walked in at 8:45 a.m. When confronted with the posted hours, the attendant said that she gets off work at 1:00 p.m. and wanted to get a head start.

now this is the new Marriott we are coming to know and love

I stayed at Christmas and the Renaissance Kuala Lumpur Malaysia had a great morning and evening spread. Breakfast was eggs, sausage, cereals, yoghurts and brteads. Evening was finger foods and sandwiches and free bar for 2 hours. I was upgraded to Club room as a gold (not huge but great views). Sounds like Asia is much better than North America for offerings.

I am booked into Renaissance LAX on a weekend soon and understand the lounge is not open. Is it open on a Friday night? Is anything available to a gold on a weekend-ie help your self lounge drinks or breakfast coupons for the restaurant?

Cheers

SYD/YYZ

The cutbacks in service are focused mainly with North American properties and certain European markets. I would expect no cuts in London, Asia, Australia and in certain hotels in North America where competitors are keeping lounges open on weekends or comping breakfast to mid-tier and higher elite members.

The lounge at the Ren LAX is open on the weekends for drinks and free internet (wireless and one wired connection near a window). They start serving hot food Sunday evenings. Dessert offerings have been pared back a large amount, and there is no more oatmeal for breakfast. Ask for a breakfast coupon for the weekend.


This doesn't reflect a Marriott-wide policy, but I received the following report from Mrs. Big Mo, who was staying at the Schaumburg, IL Marriott.

Posted hours say that breakfast is served in the lounge until 10:00 a.m., but the attendant was taking everything down when she walked in at 8:45 a.m. When confronted with the posted hours, the attendant said that she gets off work at 1:00 p.m. and wanted to get a head start.

I would have asked the attendant for a free breakfast coupon. If she said no, I would have called customer care right then and asked for them to intervene.

This doesn't reflect a Marriott-wide policy, but I received the following report from Mrs. Big Mo, who was staying at the Schaumburg, IL Marriott.

Posted hours say that breakfast is served in the lounge until 10:00 a.m., but the attendant was taking everything down when she walked in at 8:45 a.m. When confronted with the posted hours, the attendant said that she gets off work at 1:00 p.m. and wanted to get a head start.

PITY...Marco the old attendant who left for a different full time job wouldn't have done that......in fact there were times when i was there that when i walked in at 10 past 10 for a water or soda he asked me if i wanted anything...

hmm..takes someone 4 hours to clean up breakfast??? in that CL, the PM concierge pretty much sets everything up....unless Loretta left too!

The cutbacks in service are focused mainly with North American properties and certain European markets. I would expect no cuts in London, Asia, Australia and in certain hotels in North America where competitors are keeping lounges open on weekends or comping breakfast to mid-tier and higher elite members.


Dublin, where managment has eviscerated the wonderful Heritage Lounge at the Shelbourne according to various FTers, would obviously be placed in your category of "certain European markets."

Stayed this past weekend. Hotel was still providing breakfast vouchers. ^

Lounge was closed so I am not able to give any details about possible cutbacks there.

After 14 years staying at the New York Marriott Marquis, this is my last stay. I was shocked at the downgrades (I had read there were downgrades, but was not expecting it to be this bad!). No cereal in the a.m., only scrambled eggs, small bagels, asst. other breads and bakery items (small selection), fruit, juice and coffee bar. No more bottled water - there is San Pellegrino in the cooler but the only water is from a dispenser :td:

The evening spread was amazingly bad, yet the drink prices are still amazingly high. I wish I would have kept my res for the Westin TS instead and that will certainly be my choice on my next stay in NYC.

Dublin, where managment has eviscerated the wonderful Heritage Lounge at the Shelbourne according to various FTers, would obviously be placed in your category of "certain European markets."

Alas, it is unfortunately true. I should have stated that FS properties in Paris and London would be spared from cuts. Maybe some additional properties in Switzerland and Germany have not had cutbacks, but it seems like the UK (ex-London) and the low countries (Brussels and the Netherlands) have not escaped the recent downgrades.

After 14 years staying at the New York Marriott Marquis, this is my last stay. I was shocked at the downgrades (I had read there were downgrades, but was not expecting it to be this bad!). No cereal in the a.m., only scrambled eggs, small bagels, asst. other breads and bakery items (small selection), fruit, juice and coffee bar. No more bottled water - there is San Pellegrino in the cooler but the only water is from a dispenser :td:

The evening spread was amazingly bad, yet the drink prices are still amazingly high. I wish I would have kept my res for the Westin TS instead and that will certainly be my choice on my next stay in NYC.

I have had one stay at the NYC Marriott Marquis in 2006, when they had a good offering. I will not go back until it is restored. Well, I might go back in its downgraded state if Marriott's website offers a room rate of $110.

I have had one stay at the NYC Marriott Marquis in 2006, when they had a good offering. I will not go back until it is restored. Well, I might go back in its downgraded state if Marriott's website offers a room rate of $110.

If it had been $110, I wouldn't have complained either, but since it was much more, well . . .

I did speak to someone in the CL and expressed my disappointment. He said they had been sent a letter by Marriott and had no choice in the matter. He said they had to have consistant standards throughout all Marriott CL so that is the reason. He also said something about how sad it was not to have the local flavors, etc. Very nice, we spent time discussing it and it sounds like he feels the same way. The service was great, but I don't know that it's enough to keep me! Anyway, what he said was pretty consistant with other comments here on this thread and what we've heard at other properties. :td:

If it had been $110, I wouldn't have complained either, but since it was much more, well . . .

I did speak to someone in the CL and expressed my disappointment. He said they had been sent a letter by Marriott and had no choice in the matter. He said they had to have consistant standards throughout all Marriott CL so that is the reason. He also said something about how sad it was not to have the local flavors, etc. Very nice, we spent time discussing it and it sounds like he feels the same way. The service was great, but I don't know that it's enough to keep me! Anyway, what he said was pretty consistant with other comments here on this thread and what we've heard at other properties. :td:

I am hearing this over and over in hotels where I know the CL staff or hotel management. They do not like what is happening and they especially do not like the fact that corporate did not communicate changes to members, so they are left to do so.

And it appears if they are willing to make exceptions, they are pretty well forced to hide it - one guy actually told me "there are severe consequences for those who do not follow the mandate".

:(

the other victim in this is the CL staff who loses two evenings and two mornings of work per week as well; I'm sure they aren't too thrilled about this either and thats before factoring in the way that the monkeys at Marriott HQ are making them take the brunt of the customers complaints while the fat guys sit in their offices in Bethesda like a couple of chimps in a tree all fat and happy

If this is indeed coming from HQ,as it seems to be,I have two questions.1)Has anyone written a letter of complaint to Marriott?And 2)Why are you still giving them your money?A company ordering individual properties to underachieve reaching levels of guest satisfaction-what kind of business model is that?

If this is indeed coming from HQ,as it seems to be,I have two questions.1)Has anyone written a letter of complaint to Marriott?And 2)Why are you still giving them your money?A company ordering individual properties to underachieve reaching levels of guest satisfaction-what kind of business model is that?

come on big guy, you know the form letter response

let me write it for MR right now

thank you BGP for your interest in the marriott brand. We really do appreciate your loyalty and appreciate you as a customer. We are always striving to keep the customer such as yourself happy and as a returning customer. We are here to make your stay enjoyable.

Regarding your question as to why are our properties underachieving and why did corporate dictate to our properties and franchisees to reduce our customer service. As you are aware, the economy is taking a big toll on Marriott and its franchisee's. As any business must do to succeed in the future it must curtail certain expenses. You can be assured that we have reduced costs in areas that do not have any or much visibility to customers such as yourself. We have done everything that we can reasonbly do to cut costs. However the continuing down turn of business travel is greater than we expected and we are forced to reduce our expenses even further. One of these is to reduce our CL hours to the minimum standards set by the corporation which are Sun Eve through Friday a.m. (or whatever it is)

As you can see we started this at the Res Inn brand by cutting the evening happy hour from four to three days and have continued this unfortunate cost cutting to our full service brands.

We must say though that we are not underachieving at all. We are merely providing what we stated we would provide. We are continuing to provide a top level service to our best customers even in this economy. We do not condone any under achieving in any of our marriott brands.

thank you for your loyalty and continued patronage.

And one last thing Big Guy, Please pass this on to your fellow cheapskates on Flyertalk

Stayed here for the first time this year, after 6 stays in winter 2008. In 2008 breakfast was served in the CL on weekends and drinks and snacks in the evening. This weekend: zero. The coffee machine was out of order and the fridge mostly empty. I asked when I checked out and they said there should have been evening offerings, but not breakfast. Not sure whether this was correct or whether they are following HQ advice.

Had breakfast in the restaurant, what a nightmare. It is not much larger than the CL and was full of children in full cry and a large family who insisted on shouting to each other at full volume across the restaurant. I can't understand why no breakfast in the CL when the restaurant is so tiny. We were on B&B rate, but planned to sit in the CL for coffee, fruit etc and nip across the lobby to get cooked stuff to take back, but alas not.

Will probably be back there this weekend for a night, so will report back. Mr HP not impressed as he says it is unfair on people who only use hotels at weekends and along with other FTers cannot understand how cutting down on amenities will attract return guests.
I stayed at the Manchester Airport Marriott last weekend. We were on a Stay For Breakfast rate so had breakfast in the restaurant. Despite the hotel being fully booked, we had no problems like those mentioned above. The coffee machine in the CL was out of order but complimentary coffee was available from the lobby bar. The fridges were pretty well stocked with soft drinks, fruit was available and at one point when we went in (about 10.30 on the Sunday morning) there were plates of cookies out. We went out to eat on the Saturday night so I don't know what, if any, snack offerings were available at that time.

I was at my favorite Seattle area full service Marriott today. They, per corporate directive, have discontinued bacon/sausage from the morning lounge fare.

According to the assistant manager, this directive is expected to save Marriott International six million dollars a year.

At this same property, all of the managers and many other service personnel have been put on four day week schedules - due to this mandatory "furlough," their wages have been proportionately reduced.

As I remember, lounges didn't always include hot dishes. I recall they popped up a few years ago seemingly so a sign acknowledging "low carb" could be attached somewhere.

So these are bad economic times. Many of you want Marriott to make some other cuts but not to reduce any "bennies" to elites. Marriott seems to have "scrubbed" operations and - in light of the economic realities - are making any number of meaningful cuts to minimize losses. I have observed many room rates - this weekend's rate included - also go down.

I was at the Reaissance Chancery in London last weekend. I don't recall any hot dishes during breakfast in the lounge either - but no one seemed to mind. It was very nice.

Without perfect knowledge, please don't throw "Starwood" out as what Marriott should be doing. For all we know, to continue to cater to the "us's" over there, they've gone beyond "furloughs" and have actually "fired." If not, maybe they've made a short term decision which will lead to more extreme cuts to elites in the future.

I don't believe that Marriott has engaged in any recent decisions without careful attention to consequences. If any of you can come up with a way for Marriott to save six million dollars painlessly, maybe we'll get our bacon back. If not, I believe that Marriott has engaged in the kind of priority budgeting that we would want from business - not to mention government.

So these are bad economic times. Many of you want Marriott to make some other cuts but not to reduce any "bennies" to elites. Marriott seems to have "scrubbed" operations and - in light of the economic realities - are making any number of meaningful cuts to minimize losses. I have observed many room rates - this weekend's rate included - also go down.

I was at the Reaissance Chancery in London last weekend. I don't recall any hot dishes during breakfast in the lounge either - but no one seemed to mind. It was very nice.

Without perfect knowledge, please don't throw "Starwood" out as what Marriott should be doing. For all we know, to continue to cater to the "us's" over there, they've gone beyond "furloughs" and have actually "fired." If not, maybe they've made a short term decision which will lead to more extreme cuts to elites in the future.

I don't believe that Marriott has engaged in any recent decisions without careful attention to consequences. If any of you can come up with a way for Marriott to save six million dollars painlessly, maybe we'll get our bacon back. If not, I believe that Marriott has engaged in the kind of priority budgeting that we would want from business - not to mention government.

how can you throw this crap out there; first of all you don't know whether marriott has or has not fired anyone. Second as a guest, its up to the hotel along with the chain to make the stay as pleasant as possible if they want repeat customers. Marriott is not doing this so many are moving to places that they can have a better experience whether at a lower or similar cost

marriott seems to be screwing the customer AND employee

I was at the Reaissance Chancery in London last weekend. I don't recall any hot dishes during breakfast in the lounge either - but no one seemed to mind. It was very nice.



Quick questions - were you only there for the weekend, or was the lounge offering different for weekend vs weekday? Also, I have been reading trip advisor reports mentioning "tired" rooms and that the Chancery may be due for upgrades - your opinion?

marriott seems to be screwing the customer AND employee
how can you throw this crap out there

I was at my favorite Seattle area full service Marriott today. They, per corporate directive, have discontinued bacon/sausage from the morning lounge fare.

According to the assistant manager, this directive is expected to save Marriott International six million dollars a year.

At this same property, all of the managers and many other service personnel have been put on four day week schedules - due to this mandatory "furlough," their wages have been proportionately reduced.

As I remember, lounges didn't always include hot dishes. I recall they popped up a few years ago seemingly so a sign acknowledging "low carb" could be attached somewhere.

So these are bad economic times. Many of you want Marriott to make some other cuts but not to reduce any "bennies" to elites. Marriott seems to have "scrubbed" operations and - in light of the economic realities - are making any number of meaningful cuts to minimize losses. I have observed many room rates - this weekend's rate included - also go down.

I was at the Reaissance Chancery in London last weekend. I don't recall any hot dishes during breakfast in the lounge either - but no one seemed to mind. It was very nice.

Without perfect knowledge, please don't throw "Starwood" out as what Marriott should be doing. For all we know, to continue to cater to the "us's" over there, they've gone beyond "furloughs" and have actually "fired." If not, maybe they've made a short term decision which will lead to more extreme cuts to elites in the future.


If any of you can come up with a way for Marriott to save six million dollars painlessly, maybe we'll get our bacon back. If not, I believe that Marriott has engaged in the kind of priority budgeting that we would want from business - not to mention government.

Treat your high revenue repeat customers well and they will continue to give your property business.
Marriott does not pay for these breakfasts Items(for the most part)-the franchisee does.So some suit throwing a speculative number like"$6 million"is pure BS.
An easy way to save $6 million?Fire the whiz kids in suits who are ruining Marriot.
"I don't believe that Marriott has engaged in any recent decisions without careful attention to consequences."I believe you are very mistaken in this belief.I see the whiz kids in suits as chimps throwing their you know what at a pie chart on the wall-If it sticks that must be the answer.

So they are saving 6 million (which I doubt) by these cutbacks? They are also losing business. Look at this board. I will throw Starwood out (you can't tell me how to post) - I am spending more and more money at SPG and less and less at MR. I hope that 6 mil was well spent.

I was just at the Chancery on the weekend. I had a club level room - they're on the third floor. It was perfectly fine. The evening offerings at the lounge seemed to square with what's been reported here. Several really fancy hot "canapes," several fancy cold canapes. The desserts were fantastic!! Lounge was open all day. I don't know whether you can score bacon (or bangers) on weekdays.

Gosh. Seems like Donut Guy and Dayone aren't keen on my comments. Hope the day never comes when economic necessity causes one or both of them to forego precious cooked meats in the morning for cereal.

I simply wonder what cut - and Marriott has already gone to furloughs (don't know about firings, but I hope not) would be imposed in order to bring back the bacon.

With painful cuts already implimented (and would these guys figure the bacon was more painful than furloughs) I can only surmise that for elites to get their bacon, it would have to adversely impact employees or non elites.

The Donut Guy says it all: "up in front or in the suite." I was castigated once upon a time for remarking "Let 'em eat cake." Donut Guy sure puts it better.

So they are saving 6 million (which I doubt) by these cutbacks? They are also losing business. Look at this board. I will throw Starwood out (you can't tell me how to post) - I am spending more and more money at SPG and less and less at MR. I hope that 6 mil was well spent.

They might be saving 6 million but they are losing much much more with all the bad PR. It's going to take more than 6 million to "fix" it.

I'm in the same boat SPG has been getting more of my money.

BTW. The Renaissance Downtown Toronto is no longer providing breakfast vouchers on weekends.

Gosh. Seems like [...] [d]ayone [isn't] keen on my comments. Hope the day never comes when economic necessity causes [him] to forego precious cooked meats in the morning for cereal.
For purely nonreligious reasons, I don't eat pork. However, my condolences on the loss of a favored breakfast item.

In many cases, I'm now paying less per night than last year so I can understand and handle a slight cut in amenities. YMMV.

Thank you, Day One. I much favor cereal myself. Like you, I find myself getting lower rates than, say, last year.

Until recently, I received a free breakfast on weekends at my favorite local full service Marriott. They were, like other properties, advised to stop this practice.

My rate today was probably $15 or so less than what it was last year at this time. By paying for my own breakfast, the sum total was probably close to the same. And, hey, more points with the increased platinum bonus. Not too bad.

Many Marriotts closed their lounges on weekends some years ago. The Marriott with an open weekend lounge was, truly, the exception. I doubt that Marriott is losing customers in droves because of the change. Perhaps they did miscalculate about the bacon. The assistant manager I spoke with indicated that she has had to field many complaints about the change.

Still, I don't buy much into conspiracies at this level. I don't believe that Marriott came up with this new change just to generate hate and discontent and somehow pulled the six million dollar figure out of the air. And, all other things being equal, if headquarters is overstaffed, cuts can and should be made. But if the staffing positions can be justified, I still put a valued employmee's job security ahead of a little extra choice at breakfast.

You guys are probably keen to get the waste, fraud, and abuse out of government. If the government can get rid of its "pork," why can't Marriott?

Thank you, Day One. I much favor cereal myself. Like you, I find myself getting lower rates than, say, last year.

Until recently, I received a free breakfast on weekends at my favorite local full service Marriott. They were, like other properties, advised to stop this practice.

My rate today was probably $15 or so less than what it was last year at this time. By paying for my own breakfast, the sum total was probably close to the same. And, hey, more points with the increased platinum bonus. Not too bad.

Many Marriotts closed their lounges on weekends some years ago. The Marriott with an open weekend lounge was, truly, the exception. I doubt that Marriott is losing customers in droves because of the change. Perhaps they did miscalculate about the bacon. The assistant manager I spoke with indicated that she has had to field many complaints about the change.

My problem with these cutbacks is that the good CL serves as a valuable resource for me that is not provided by the hotel restaurant. I like being able to slip in an out of the lounge on my own schedule and have some decent breakfast and evening snacks. I often don't want to have to go to a restaurant and take the time to be waited on, etc. And in the evening there is no place in most hotels for one person to have a variety of hors d'ouevres and maybe a glass of wine. Sure I could go down to the restaurant or bar and order a plate of one kind of hors d'ouevre and sit there and eat them, but that's not how I like to spend my evening. I like to be able to walk down the hall, stop in the lounge and have a choice of different items in the evening, maybe read a paper or watch TV and relax. Or in some cases I like to take a little bit of food back to my room and work and go back and forth to the lounge as I wish.
For those hotels that have good lounges I don't mind paying a larger daily room rate. But I see no reason to stick with Marriott when the lounge food has diminished so much in quality and the lounges are closed on weekends (and too often other times).
The JW Marriott in DC is a good example of a lounge in which the quality of food in the evening had badly deteriorated at my last stay in January. This month I switched to a different (and much cheaper) DC Marriott with a lounge that in some ways is now better than the JW. Next month I'm making my first stay at a Starwood hotel in years and I'm looking into a status comp with Starwood.
Add the CL deterioration along with cutbacks on newspapers, no mouthwash or other amenities, etc., I don't see much reason to stick with Marriott.

Thank you, Day One. I much favor cereal myself. Like you, I find myself getting lower rates than, say, last year.

Until recently, I received a free breakfast on weekends at my favorite local full service Marriott. They were, like other properties, advised to stop this practice.

My rate today was probably $15 or so less than what it was last year at this time. By paying for my own breakfast, the sum total was probably close to the same. And, hey, more points with the increased platinum bonus. Not too bad.

Many Marriotts closed their lounges on weekends some years ago. The Marriott with an open weekend lounge was, truly, the exception. I doubt that Marriott is losing customers in droves because of the change. Perhaps they did miscalculate about the bacon. The assistant manager I spoke with indicated that she has had to field many complaints about the change.

Still, I don't buy much into conspiracies at this level. I don't believe that Marriott came up with this new change just to generate hate and discontent and somehow pulled the six million dollar figure out of the air. And, all other things being equal, if headquarters is overstaffed, cuts can and should be made. But if the staffing positions can be justified, I still put a valued employmee's job security ahead of a little extra choice at breakfast.

You guys are probably keen to get the waste, fraud, and abuse out of government. If the government can get rid of its "pork," why can't Marriott?

I have rarely(if ever)have seen bacon or sausage in a CL breakfast spread.And that is just fine by me.We really are not talking about that-we CAN use that as an example of Marriott justifying its cuts by pulling BS numbers out of the air to justify service cuts.
Trust me-the chimps in suits at MI are very good at BS and spin-they are much more adapt at spin and BS than at running a hospitalty business.

Speaking of spinWhy are you dropping the "save the American worker"and "boo to big guvment" mantra into this?That really is not what is being discussed here.If I were a suspicious sort(which I can be at times)I might suspect a "conspiracies at this level" as you put it(another time tested deflection-suggesting any dissenters to be fans of tin foil hats)in your above thread.

I, too, don't eat bacon or sausage (though family members who sometimes travel with me do - I've seen it at a few CL, but it has not been the norm) but my complaint about my stay last week was that there was no cereal in addition to all the other cuts. A bit extreme, no?

rln is still missing the bigger picture in my mind.

Marriott's competitors are facing the same economic issues that Marriott is, yet are keeping the lounges open amongst other things. So biz travelers who have the option of choosing where they choose to stay are starting to stay more with the competitors whose room rates are the same as Marriotts, but still offer more items such as open lounges. The competitors are getting the revenue and Marriott is not. So, Marriott is saving some $$ and losing more $$.

And what's troubling is Marriott's directive to not 'over-achieve'. rln's beloved Ren Stamford Court could be told to discontinue all the items it offered to be 'consistent' with the rest of Marriott, for example.

My feeling is, if a GM of a hotel can keep a lounge open or offer some bennies and still stay within his budget, then s/he should be allowed to do so.

OVMV. Cheers.

rln is still missing the bigger picture in my mind.

Marriott's competitors are facing the same economic issues that Marriott is, yet are keeping the lounges open amongst other things. So biz travelers who have the option of choosing where they choose to stay are starting to stay more with the competitors whose room rates are the same as Marriotts, but still offer more items such as open lounges. The competitors are getting the revenue and Marriott is not. So, Marriott is saving some $$ and losing more $$.

And what's troubling is Marriott's directive to not 'over-achieve'. rln's beloved Ren Stamford Court could be told to discontinue all the items it offered to be 'consistent' with the rest of Marriott, for example.

My feeling is, if a GM of a hotel can keep a lounge open or offer some bennies and still stay within his budget, then s/he should be allowed to do so.

OVMV. Cheers.

^^^

My problem with these cutbacks is that the good CL serves as a valuable resource for me that is not provided by the hotel restaurant. I like being able to slip in an out of the lounge on my own schedule and have some decent breakfast and evening snacks. I often don't want to have to go to a restaurant and take the time to be waited on, etc. And in the evening there is no place in most hotels for one person to have a variety of hors d'ouevres and maybe a glass of wine. Sure I could go down to the restaurant or bar and order a plate of one kind of hors d'ouevre and sit there and eat them, but that's not how I like to spend my evening. I like to be able to walk down the hall, stop in the lounge and have a choice of different items in the evening, maybe read a paper or watch TV and relax. Or in some cases I like to take a little bit of food back to my room and work and go back and forth to the lounge as I wish.
For those hotels that have good lounges I don't mind paying a larger daily room rate. But I see no reason to stick with Marriott when the lounge food has diminished so much in quality and the lounges are closed on weekends (and too often other times).
The JW Marriott in DC is a good example of a lounge in which the quality of food in the evening had badly deteriorated at my last stay in January. This month I switched to a different (and much cheaper) DC Marriott with a lounge that in some ways is now better than the JW. Next month I'm making my first stay at a Starwood hotel in years and I'm looking into a status comp with Starwood.
Add the CL deterioration along with cutbacks on newspapers, no mouthwash or other amenities, etc., I don't see much reason to stick with Marriott.

Well said - these are my thoughts exactly. The lounge is more than just "I gotta eat" food, it is convenience and relaxing once eating 3 meals out daily for weeks/years on end has gotten old... But if its not stocked appropriately, what's the point?

Thank you, Day One. I much favor cereal myself. Like you, I find myself getting lower rates than, say, last year.

Until recently, I received a free breakfast on weekends at my favorite local full service Marriott. They were, like other properties, advised to stop this practice.

My rate today was probably $15 or so less than what it was last year at this time. By paying for my own breakfast, the sum total was probably close to the same. And, hey, more points with the increased platinum bonus. Not too bad.

Many Marriotts closed their lounges on weekends some years ago. The Marriott with an open weekend lounge was, truly, the exception. I doubt that Marriott is losing customers in droves because of the change. Perhaps they did miscalculate about the bacon. The assistant manager I spoke with indicated that she has had to field many complaints about the change.

Still, I don't buy much into conspiracies at this level. I don't believe that Marriott came up with this new change just to generate hate and discontent and somehow pulled the six million dollar figure out of the air. And, all other things being equal, if headquarters is overstaffed, cuts can and should be made. But if the staffing positions can be justified, I still put a valued employmee's job security ahead of a little extra choice at breakfast.

You guys are probably keen to get the waste, fraud, and abuse out of government. If the government can get rid of its "pork," why can't Marriott?

Point 1-They should be charging less. Expenses were due in a large part to oil and its effect on most all products manufactured or delivered.Now that oil is down around $100 per barrel, it only makes sense to proportionately lower lodging prices(remember those fuel surcharges?).

Point 2-If you want to pay for breakfast, thats fine. I don't like the fact that Marriott has advertised, and in some cases charged a premium for access to a concierge lounge which is closed on a weekend.Check out the Dulles Marriott on the 7th of March. Concierge Rate is $279.00 with absolutely no access because the lounge is closed.It shouldn't even be offered on the room price schedule. There are a lot of other hotels that do the same thing. The fare offered in many of the CL's has deteriorated to the extent that its just not worth the effort to go for elite status with this hotel chain, especially when you look at the disparity between Marriott and other hotel chains to achieve elite status.

Point 3-Marriott used 9/11 as a reason to close CL's in the aftermath of this tragic event. As the economy began to recover, a lot of those lounges never reopened on weekends.

Point 4-Marriott has lost all of my business so far this year because they, in my opinion, are not providing the same quality product I have enjoyed for years.Hilton has been the benefactor.

Point 5-Exactly what "pork" has the government gotten rid of?:D

Point 1-They should be charging less. Expenses were due in a large part to oil and its effect on most all products manufactured or delivered.Now that oil is down around $100 per barrel, it only makes sense to proportionately lower lodging prices(remember those fuel surcharges?).

I agree with all your points but maybe the news hasn't got that far north yet;). Oil has been under $40 for quite sometime now. Yet most businesses that imposed fuel surcharges have yet to reduce/invoke them. I know becasue I ship UPS weekly and still have surcharges upon surcharges. Such a scam...

I agree with all your points but maybe the news hasn't got that far north yet;). Oil has been under $40 for quite sometime now. Yet most businesses that imposed fuel surcharges have yet to reduce/invoke them. I know becasue I ship UPS weekly and still have surcharges upon surcharges. Such a scam...

Sorry, an error in wording has occured.:) My explanation was meant to state that oil is down $100.00 per barrel since its high. Thanks for picking up on that.Thats what happens when you write something late at night and than read what you wrote the next morning.;)

For many folks, the prime benefit of elite status is the concierge lounge. I absolutely agree that at many properties the concierge lounge fare has been so diluted that the only reason I go to the lounge is out of sheer curiousity as to what new way the property or Marriott has decided to diminish the lounge. At one Marriott, the breakfast offering was so meager and the restaurant buffet so expensive, that I actually went to the nearby Courtyard (God forgive me) and paid for their breakfast buffet in order to get some protein.

For many folks, the prime benefit of elite status is the concierge lounge. I absolutely agree that at many properties the concierge lounge fare has been so diluted that the only reason I go to the lounge is out of sheer curiousity as to what new way the property or Marriott has decided to diminish the lounge. At one Marriott, the breakfast offering was so meager and the restaurant buffet so expensive, that I actually went to the nearby Courtyard (God forgive me) and paid for their breakfast buffet in order to get some protein.

Service is deteriorating rapidly. Moving stays to (gasp!) Fairfield Inns, Residence Inns, Courtyards, etc. when I can now. The vibe is changing in the FS properties and I don't feel as welcome as a Platinum Elite as I used to.

Went back to a Suites property last week and a front desk manager made a special point of telling me they were no longer offering a free breakfast on saturday "to be consistent with other Marriotts". :mad: As it turns out, Saturday was the only morning I had time to sit down and eat breakfast in the restaurant, I just said forget about it. It's more the availability of the lounge and being treated special that seems to appeal to me than actually partaking - I probably only make it to the lounge for anything substantive on about half of my days there. But I really like to have it there when I need it.

I wish Marriott would at least sent out something to their Elite members telling what they were doing and why. I don't understand how this makes good business sense (other than more restrictions on the hours when they offer prepared foods, I guess that aspect might offer more substantial savings without irritating too many of their customers too much).

I'm skeptical whether there are very many properties right now where the CL offerings are worth the cost commonly be assigned to it in reservations.

Well, I can say a few things.....

I have had 0 MR nights this year.

10 SPG nights and 4 HH nights.

Last 2 stays were SPG, including last night. This morning, scrambled eggs, sausage, bacon, and typical continental items at the BWI Sheraton.

Well, I can say a few things.....

I have had 0 MR nights this year.

10 SPG nights and 4 HH nights.

Last 2 stays were SPG, including last night. This morning, scrambled eggs, sausage, bacon, and typical continental items at the BWI Sheraton.

Do we think anyone from MR HQ is reading this or are we going to have a "Fax your other hotel receipts" to Marriott day?

Do we think anyone from MR HQ is reading this or are we going to have a "Fax your other hotel receipts" to Marriott day?

they (Marriott Management) don't care enough to read this

it appears that they really just don't give a ....

Do we think anyone from MR HQ is reading this or are we going to have a "Fax your other hotel receipts" to Marriott day?

I assure you this thread is being actively followed and is generating discussion in multiple levels throughout Marriott. We do appreciate the feedback you have shared and continue to share.

Best regards,

Drew

I assure you this thread is being actively followed and is generating discussion in multiple levels throughout Marriott. We do appreciate the feedback you have shared and continue to share.

Best regards,

Drew

what I'd give to be a fly on that wall

I assure you this thread is being actively followed and is generating discussion in multiple levels throughout Marriott. We do appreciate the feedback you have shared and continue to share.

Best regards,

Drew

Thanks, Drew.

Went back to a Suites property last week and a front desk manager made a special point of telling me they were no longer offering a free breakfast on saturday "to be consistent with other Marriotts". :mad:

It almost sounds like the manager took pleasure in telling you this.

I assure you this thread is being actively followed and is generating discussion in multiple levels throughout Marriott. We do appreciate the feedback you have shared and continue to share.

Best regards,

Drew


Drew,
Thanks for letting us know that. Much appreciated!

If I have a choice of hotels when attending a conference, presence of a nicely stocked lounge is the deciding point.

Was in the NY Marriott Eastside last weekend - lovely hotel. Stopped in for a drink in the evening and only cookies were available. Never had nor want to mix wine ($8.50) and cookies

Well Marriott, your actions is costing you more money than what you realize. yes, this is a rant. :mad:

I am currently staying a a very nice Marriott OWNED FS property. I have stayed here for many nights (20) last year, and would have stayed here again another 20+ nights again this year. However, I found out this evening, that this hotel will not give a Breakfast coupon for the weekend during my stay.( I just checked even though I checked in on Monday) Last year this hotel did give me breakfast coupons for during the weekends, I am very appreciative for that.

So, I am now checking out first thing in the morning, my original stay was for another 7 nights, and checking in to the Hilton across the street for the remaining of my stay in this city. On top of that, I did have another reservation for this hotel again next month for another 10 nights. Guess what, that reservation is now canceled and again I am going to your competitors, Hilton. (If you could provide me with an address, I would gladly send a copy of the folio to Marriotts HQ to show them.) So with your amazing actions of closing your C lounge on weekends and not giving this loyal Plat member the breakfast coupons for weekend stays, it will cost you, at this property, 17 nights at $250.00 a night, for a total of $4250. for a few breakfast coupons. That is some pretty expensive breakfast coupons. Not only that, I will not anymore utilize any of the services that are available from your FS hotels. I will not order room service, instead, I will go out to the local community, I will also not utilize your in house bar for a few drinks, I have found that the local community again offers this option for me.

So this "enhancement" of closing your c lounge on weekends and not offering any elite benefits for your loyal members is costing you approximately $5000.00 from this "loyal" member in the next 30 days.

I also will be exploring other options for my hotel programs, I did stay with you for over 125 nights last year. I had a total of over 190 nights total paid stays in hotels last year. I will now be exploring how SPG would treat me and see if a status match would be in my future. I just don't appreciate the way you now want to treat me, and I will vote with my wallet.

I would to again thank Marriott for the opportunity to show me how they really feel about my loyal stays with them, and wish them success in the future, even though the news has just reported that they are expecting an additional 17% decrease in revenue for the 1st quarter of this year.
I wounder why:rolleyes:

The Marriott site says that the corporate rate for the upcoming week at the Sea-Tac full service Marriott is $179 per night (weekday) and $129 (weekend)This same property, yes, right across from the Hilton, has furloughed much of its staff - they are each taking off one day without pay. So you think you have problems, eh.

Why the heck can't you wrap your arms around the concept that since the weekend rate is so much less expensive than the weekday rate, you can buy a full buffet breakfast (The salmon scramble on the buffet is fantastic and the buffet features eggs benedict as well) and still come out ahead.

As you probably know, most of the serving staff in the dining room have served customers there for years. Besides depriving yourself of a great breakfast, who are you really hurting by "voting" with your feet. These people have had their hours cut back, income derived from tips has been unsteady.

I agree with you. This is a great property. What great point are you really making by marching over to Hilton ? Are you really saving money? Since you're so familiar with the Sea-Tac property, what "cuts" in service would you recommend other than the ones which impact you directly?

Look, I really like this property. I will be there tomorrow night, myself. I always thought the weekend coupons were overly generous compared to what many other Marriotts offered. In these times, Corporate has required certain steps be taken.

If you've been going to this property as long as you say, I'm certain you will miss it. I have heard that the Hilton isn't up to the Marriott standards. I would hope that you would reconsider. Things, hopefully, will get better in time. Perhaps free weekend breakfasts will as well.

Good luck.

The last 2 or 3 Marriott properties I have stayed at over the last 2 weeks have been missing oatmeal, and I'm getting worried....

SHS Chicago O'Hare
FS Marriott Hunt Valley, MD

I was at HV for 4 days last week; oatmeal was available 2 of them, the other 2 they had pancakes or french toast. What is always funny to me is that he forgets to bring the raisins about 50% of the time...

I'm with the sentiment though - and I don't think deleting oatmeal is going to save them much money! :D

rln wrote"If you've been going to this property as long as you say, I'm certain you will miss it. I have heard that the Hilton isn't up to the Marriott standards"

Well if what you wrote in the post is true(service cutbacks-workers being furloughed)is true then I am guessing that the Marriott sea-tac "isn't up to the Marriott standards"

PS-not our job really to come up with the suggestions for cuts.If Marriott really wanted to know what we think they would do a focus group of regular business customers and then go forward with the feedback instead of twisting the feedback to fit their already set plans which is what they have been doing for the past few years.

I'm also a bit curious what Marriott thinks about so many of the hotels rln stays at, providing him the % of employees that are getting unpaid furloughs, hours being cut, staff being let go, etc. Of course I'm assuming he's asking them (not something I would do, so to each their own) so he can continue to explain to the rest of us how horrible we are by not sticking with Marriott when benefits are being taken away.

And yes, once again he's missing the bigger picture :rolleyes:, which is that the other hotel chains are facing the same economic situation as Marriott, yet they continue to offer benefits that Marriott is cutting back on, and that's why people are moving their stays to those chains. For some reason he doesn't seem to want to address that ;)

Cheers.

Why the heck can't you wrap your arms around the concept that since the weekend rate is so much less expensive than the weekday rate, you can buy a full buffet breakfast.


The lounge issues are not so much about money as about convenience and service. Restaurants are not made for popping in an out, relaxing, having a little snack of something, reading papers, watching TV, casual conversation with strangers, or eating a quick breakfast, etc. The well-run lounges serve as a kind of haven or refueling stop for body and soul--relaxing, away from the hustle and bustle of the rest of the hotel, casual, available as needed whether for 5 minutes or 50 minutes. Some of the better models (mostly overseas) are outstanding for the purposes I mention.

My main criticism is that there seems to be no corporate philosophy or mission statement that guides management's decisions about the CL. What is there about the CLs' purpose that allows them to be closed on weekends? Why are some open? Why is the quality of food so variable? Why would management at some hotels seem to assume that a breakfast coupon makes up for a closed lounge? Why are hotels permitted to close lounges with no advance announcement on the Web site and via e-mail. Why give away soft drinks and charge exorbitant prices for a glass of wine at some and not others? Why do resorts have no lounges?
All of these questions say something about the contradictory corporate view of the lounges. On the one hand they are marketed as an important (and sometimes expensive if one pays to be on a lounge floor) benefit to customers but on the other hand their operation is treated as if they are inconsequential to customers. It is no wonder customers such as myself are confused and annoyed. It is time for corporate to spell out the purpose of the lounges for managers and for customers.
Maybe Marriott Concierge can address this with corporate headquarters to lead to some coherent policies regarding the lounges.
In the meantime Marriott is losing revenue from this long-time platinum member, revenue that I would gladly give them if they fixed the lounge problems.

I too have stopped MR 100% on F/S@/Su stays; its not even worth the effort now to try to figure out who has what open and who is cutting what benefits. I've moved all F/S/S stays to SPG and Hyatt. I'm a good month + into this process. I really don't care about Marriotts concerns and cuts; if the service they provide me is not of value to me;then I'll go elsewhere. I'm not on travel to worry about whether furloughs of CL staff is something I need to consider. Im looking for the best bang for MY dollar, not marriotts.

What this is doing though is making me move some weekday stays to SPG and Hyatt. Now that I'm finding that cut backs in the lounges even when open are greater than those at SPG and Hyatt, I just find myself dropping Marriott more and more often. The funniest thing is that I'm not paying more at the other places, i'm paying the same or less in some instances.

I had to lmao at the rln comment about going to the restaurant. Why would I do that? to pay some outrageous rate and choose to allow MR to gouge me with the cost of one of their buffets? or is it to have to waste an hour in the restaurant when I'd rather get a quick bite and some Joe and go back to my room all within 15 minutes? I'm not staying at hotels to provide them revenue for anything more than the room rate I'm charged. they can milk someone else if they so choose.

voting with ones feet hurts the company you are leaving in general. it also helps you the customer find alternatives to make YOUR dollar go further; its not up to me to make MR profitable. If I do by choosing their room rate its b/c I think I receive value from the transaction. If that helps MR fine.. so be it and its win win.. yet lately its become a lose/lose proposition to stay at MR properties

And yes, once again he's missing the bigger picture :rolleyes:, which is that the other hotel chains are facing the same economic situation as Marriott, yet they continue to offer benefits that Marriott is cutting back on, and that's why people are moving their stays to those chains. For some reason he doesn't seem to want to address that ;)

Cheers.

Exactly. I read this the other night and I just couldn't respond anymore. Not worth it. Might rln be upset with all of us because he/she might own stock in Marriott?:D

are we going to have a "Fax your other hotel receipts" to Marriott day?


I think this is a GREAT idea!!!

I will stay ~170 nights this year. I will stay with MR to keep the megabonus qualifications...but other then MB points, SPG it is!!

Does anyone have a fax #? I really feel it would help if we CLOGGED the fax line on a specific day! What about a saturday/sunday, so when they arrive on Monday the fax is overflowing? :D

No, I don't have stock in Marriott.

I do feel that the feelings of being somehow "cheated," "abused," or "mistreated" on this (and other related threads) are really overblown.

I recall that, some years ago, the concierge breakfast was 'strictly Continental' - no real hot dishes. At the Sea Tac property referenced above, elites were offered the "healthy breakfast" option at the dining room on weekends. This "limitation" to the dining room equivalent of the "continental breakfast" was largely ignored and morphed into complimentary access to the full buffet.

Its a great buffet. Eggs cooked to order - including the fantastic salmon scramble and Pikes Peak, eggs benedict, vanilla malted waffles, terrific bacon and other breakfast meats, oatmeal and so on. Really, one of Marriott's best!

Well, the gravy train is over. Times are tough. Marriott, at least, is cutting to the bone (worker furloughs) as well as the fat (weekend breakfast).

As noted in my last post, both weekday and weekend rates appear to be much lower than last year at this time. My rate last Saturday was $119 compared to the weekday corporate rate of $179 (I had AAA rate; corporate weekend rate was $10 higher.)

I had absolutely no problem in paying for my breakfast Sunday morning. I was greeted by the dining staff I have gotten to know over the years and made to feel quite welcome. And the breakfast was great. In no way was I "ripped off." I felt no sense of "entitlement" to a freebie.

Hey, I realize you guys find it absurd when I refer to "real world" troubles, but dontcha think that those things complained about in these threads concerning level of service (i.e. Wall St. Journal less availaable, no mouthwash, no oatmeal) are kinda small compared to the actual and real pain being visited on so many people these days - including employees.

Yes, employees have shared stories with me from time to time. It usually starts with a simple "how goes it" from me. When a dining room in a large hotel is closed on a Saturday night and the staff supervisor is waiting on a few empty tables (Not Sea Tac) one should not be surprised at the answer.

And the troubling situation is not the result of elites leaving in droves for "greener pastures." I don't believe corporate has made decisions like removing some hot items from lounges in the morning just to generate hate and discontent. It may be, simply, they can't afford what they have, in fact, offered in recent years.

We don't know and, I guess, don't need to know what the cuts would be in lieu of those which pain those posting on this thread so much. But can't you entertain the thought that they might actually cause some real pain instead of the faux pain expressed in these threads?

Perhaps some "protest" will bring back the oatmeal. Good luck with that or good luck at Starwood. Yup. Its a great strategy. Milk Marriott all ya can when they're offering Megarewards. Then go milk Starwood.

Marriott, apparently, is watching these threads. Sorry, I'm not prepared to march in lockstep with ya'll . Perhaps some of the things you crave for so much will come back. I still believe that its a tempest in a teapot.

Well, I can say a few things.....

I have had 0 MR nights this year.

10 SPG nights and 4 HH nights.

Last 2 stays were SPG, including last night. This morning, scrambled eggs, sausage, bacon, and typical continental items at the BWI Sheraton.

Ditto here !!!
I have had 0 MR nights this year and 32 SPG nights so far. I earned Platinum the hard way and then had a status match with SPG last november (after Marriott came out with the wonderful Enhancements to the MR program). I really don't care much abt the Megabonus anymore. Starwood is offering huge bonuses (I get almost 2300 Points a night for a rate of 119$/Night due to all the Bonuses added up) and there are a tonne of nice hotels at SPG that start at 2000 to 3000 points per night. So in essence, I am getting 1 night free for every 1 night I stay. Now you can add all your Megabonus at Marriott and see where it gets you. Plus, I use my Reward stays on Weekends and that is where Marriott is screwing us with the Amenities cuts. I will not stay at Marriotts unless they come to their senses and understand that in tough times, they need to come up with more incentives to attract the scarce travelling population. The number of rooms is not changing and will be almost constant, but the number of travellers has come down drastically. Thus, everybody has more options and obviously I want my Dollar to reach the farthest. I will be more than glad to send my folios from my last 8 stays to whoever is interested and to prove my point that, somebody else did get my business from last november, since their changes came into effect.

hey rln why don't you go book a banquet at a FS Marriott property so you can do something that will actually keep those employees working

didn't I read in yesterday's (or was it Thurs) paper (LA Times or USA) that a Marriott spokesperson stated that 40% of a FS Property's revenue was from banquets, conventions and/or meetings

ya see.. if you set up a FT meeting (and foot the bill of course) you can do your part to actually do something to keep these guys working

I for one.. well its a starwood week next week.. i'm pretty much giving up on the mega bonus; its not worth the effort at this point.. i cx'd my MR rez for next week.

I AM a stockholder and i still think it's crap!

Sure sometimes it's a sense of entitlement....but i PAID FOR every one of my nights not my company...ME! Thus...yes, I DO expect to be better treated, and to "get something" better than the person next to me who is a marriott nobody who got the same room for 45 bucks on Priceline.....otherwise, marriott isn't doing anything for ME---that it isnt doing for them!

a room is a room is a room...(unless it's a suite ,but 99% of the time they a) only have 1 bed andor b) aren't given to me,) so yes, throw me a bone...if *wood and Hyatt and Hilton can figure out how...why can't marriott!

Oh wait..that is called over achieving...:eek::mad:

(If you could provide me with an address, I would gladly send a copy of the folio to Marriotts HQ to show them.)

I would to again thank Marriott for the opportunity to show me how they really feel about my loyal stays with them, and wish them success in the future, even though the news has just reported that they are expecting an additional 17% decrease in revenue for the 1st quarter of this year.
I wounder why:rolleyes:

One Marriott Drive
Washington DC, 20058

attn: JW Marriott, Jr (:rolleyes:)

i agree......

I was at HV for 4 days last week; oatmeal was available 2 of them, the other 2 they had pancakes or french toast. What is always funny to me is that he forgets to bring the raisins about 50% of the time...

I'm with the sentiment though - and I don't think deleting oatmeal is going to save them much money! :D

no and to quote the "spirit to serve" book which i basically have memorized...according to JW, Sr...Oatmeal is NOT negotialable...

(it's on the Karl Kilburg page....go ahead everyone in a FS..open the drawer, take it out, read it.....)

Oatmeal is cheaper than dirt,especially from Sysco or US Food...and it's good for you!!:)

Honestly, I care less about the availability of a hot meal in the CL and more about it simply being available.

A clean, well-looked-after lounge with the basic continental spread is perfectly fine by me. In the evening, same thing: if they can reduce costs by doing away with the cooking/heating equipment, that's fine. I might nibble on chicken wings if they're there, but I'd rather give that up than cut back on the entire lounge.

I too have been gravitating to more Hiltons in the past 2-3 months. I still find the occasional weekend lounge and when I don't, I don't have to argue or grovel for a continental breakfast certificate for the restaurant. I'm a Plat who did most of my 2008 nights at Renaissance Chancery Court. But now with my leisure (weekend) stays going to HH, I realize I have a better shot at Diamond than a Plat requal - so my business stays will soon follow.

There are still some really good Marriott managers out there that understand this and are willing to provide something to Golds/Plats when their lounge is closed. But it's a very sad state of affairs if corporate is pressuring them to not treat people well in order to save costs.

I repeat....


Once again rln's missing the bigger picture :rolleyes:, which is that the other hotel chains are facing the same economic situation as Marriott, yet they continue to offer benefits that Marriott is cutting back on, and that's why people are moving their stays to those chains. For some reason he doesn't seem to want to address that ;)

Cheers.

I repeat....

perhaps we should get a billboard someplace off I270 on the way to Bethesda and point that out in BIG GIANT LETTERS so the suits can read it???:D

Honestly, I care less about the availability of a hot meal in the CL and more about it simply being available.


To me, they are equaly important. A concierge lounge where breakfast consists of fixings a step down from Fairfield, and desert consists of a few cookies which are quickly taken and not refilled, is mostly worthless to me.

There is something I don't really understand. Why is Marriott Corporate forcing a race to the bottom of service. If a property can offer a better standard then why not allow it? I can understand requiring a minimum standard among properties that customers can expect, but requiring a MAXIMUM standard seems absurd to me. Can someone explain the logic to me?

There is something I don't really understand. Why is Marriott Corporate forcing a race to the bottom of service. If a property can offer a better standard then why not allow it? I can understand requiring a minimum standard among properties that customers can expect, but requiring a MAXIMUM standard seems absurd to me. Can someone explain the logic to me?


Hmmm...there isn't any logic.

So...it boils down to money.

cut cut cut until you get massive complaints and/or mass exodus and THEN figure out why!?!?

some people are fine with a frozen sara lee danish, some think it's nice to have SOMETHING hot....i agre with ohmark- what's special about a CL in a FS when all they give you is breakfast from a FFI????? [and, BTW-FFIs HAVE a breakky sandwich!! - so you have to nuke it, at least it is THERE!!]

if i want a the aforementioned stuff, i will save the money and stay at a FFI...basically you get the same thing..a ROOM and some FOOD. (i have been in a couple FFis where they order pizzas and wings a couple nights a week and have beer and wine ... for free-oh wait, bet that stops..it's over achieving!)

in a FS hotel with cutbacks, where you SHOULD get SOMETHING for status, you get....Hmmm...a ROOM and SOME food, SOMETIMES! oh yeah, and internet for 10-15 bucks. In FFs, RIs, TPs [some, as they renew] and SHSs you get FED every day and internet is free.....Sooooo....

Maybe we should boycott FS AND CY!!!:confused::rolleyes::D

I'm lifetime platinum and platinum premier and except for two nights in Spokane - I've paid for all my nights. Two points:

(1) I think most folks are forgetting the main focus of the "rewards" program. I assume your experience is the same as mine. I recently received an update from Marriott in the mail. The number of revenue points I received was dwarfed by points received from platinum bonuses and other promotions. This is the central focus of the program. I recognize that some complain about redeption rate increases - this must be a function, though, of point inflation. Golds and platinums - those complaining about concierge lounge issues - are, I'm sure, still making enough free points to score decent stays.

(2) As far as the lounges go - I consider this far less significant than the points. As I've noted before, offerings at the lounges have - as a matter of fact - changed over time. They may do so again. In the meantime, it is a matter of money. You say that I haven't faced up to the main issue: why other chains offer elites better vitals than Marriott in their lounges.

Look, none of us have access to the corporate books of any of these companies. I only note, again, that Marriott in addressing the current economic 'meltdown' has cut at the bone (employee hours) as well as the fat (bacon and sausagel).

Perhaps you don't care to know what Starwood and Hilton have done as long as you get free breakfast on weekends. Maybe they've cut workers hours more than Marriott. Don't suspect that you'd really want to know that. Any more than Marie Antoinette cared to know the condition of the peasantry.

Y'all just naturally assume that, with many more "obvious" places to cut (only the 'bureaucracy' has been named - and I'll bet there have been cuts there, as well) all those "extras" we have become attached to should be continued.
Without access to the books, I don't see how you can argue this.

Loyalty goes both ways. In the main, Marriott has been loyal to its members. Now that the program has been "tweaked" in ways some perceive as to their detriment, its a rush by some to get status matches. Fine. Among all the problems in the world,grumbling about getting a smaller bottle of free water and losing out on free mouthwash just seems so insignificant.

Among all the problems in the world,grumbling about getting a smaller bottle of free water and losing out on free mouthwash just seems so insignificant.

as much as your comments are easy to rip.. this is your best yet

who gives a crap about all the problems in the world on a travel board.. i'm not here to discuss the worlds issues.. i'm here to discuss Marriott and them pushing me away

if i wanted to chat about the world.. i'll go to omni

the water.. its about the lounge primarily.. its about MR deceiving people by selling upgrades to the CL level while its closed.. its about stripping the lounges down to the bare bones when it is open

now go back to being a Marriott yes man :rolleyes:

Agree Agree

I have been a Gold and Platinum member since 1992 and this is really getting me down. I am one of those idiots that am loyal to the bone, and have been getting cabs to friends hotels lately who do get breakfast on weekends!

But Mr Marriott.... not any more!

Why should I pay the same rate (almost!), but not get any recognition for my Gold Card... most of my stays are at weekends, and this was the benefit I treasured most!

JUST FOR INFO EVERYONE..... MOST HILTON LOUNGES ARE OPEN AT WEEKENDS!

(No I dont work at Hilton!)

Here at the c-lounge on Monday morning, at the downtown Indy Marriott. Scrambled eggs, oatmeal, sausage links, pastries, bagels and breads, variety of juices, fresh fruit, waffle maker and mix, etc.

Last night (Sunday), the lounge presentation included miniature pizzas, cheese and cracker platter, vegetable and dip platter, fresh fruit platter, and mixed nuts. Fully stocked cooler included full size water bottles and soft drinks, and the usual honor bar. Desert consisted of fruit cheesecake and freshly-baked chocolate chip cookies.

Also comped internet for rooms on the concierge level.

I don't apologize for bringing "cause" (as in "cause and effect" ) into play in this discussion. Even Marriott's strongest critics aren't arguing (at least I don't think) that Marriott is implementing changes simply to make their 'best customers' upset.

A couple more thoughts: If free weekend breakfast is what matters to you most, then, by all means, take your business elsewhere. (I had great bisquits and gravy at a Gulfport Ms Fairfield recently.) Still, many non elites stay at full service Marriotts on weekends so there must be something else going into the booking psychology - these properties must have other things (i.e. location, better pool areas, etc) going for them besides "breakfast." These non-elites could be booking at Fairfields, after all.

There are very good weekend bargains going on all over the full service Marriott universe. Once again, cause and effect. Now, I'm fairly certain that if Marriott did not distinguish between weekday and weekend rates - assuming that they could get a high enough occupancy rate - you'd still have your lounge open on weekends. Fair trade? I didn't think so. What is so wrong about simply applying the significant savings you get on weekends to breakfasts and - if you want - appetizers at the bar?

I believe that, without giving any attention to why these purported "downgrades" are happening and without giving any attention to the possible consequences of restoring all "benefits" until the business climate improves, complaints about losing this and that in terms of lounge benefits seem unjustified. In the past, lounge offerings have not been "static." When and if business conditions allow, prior benefits may well return.

Rln writes
"I don't apologize for bringing "cause" (as in "cause and effect" ) into play in this discussion. Even Marriott's strongest critics aren't arguing (at least I don't think) that Marriott is implementing changes simply to make their 'best customers' upset."
>>No-but you keep bringing this up as if there are these types of charges being made. :rolleyes:
Actually someone on this baord did suggest this was an evil plot to take over the hospitality world-but that was a very loyal Marriott supporter,and his suggestions were pretty much shot down.
"A couple more thoughts: If free weekend breakfast is what matters to you most, then, by all means, take your business elsewhere. (I had great bisquits and gravy at a Gulfport Ms Fairfield recently.) Still, many non elites stay at full service Marriotts on weekends so there must be something else going into the booking psychology - these properties must have other things (i.e. location, better pool areas, etc) going for them besides "breakfast." These non-elites could be booking at Fairfields, after all"

>>What is your evidence for this?I am guessing that the majority of weekend business at full service properties is there for reunioins,weddings,special events etc...yes-there may be Marriott elites there for these occassions but they are in the minority.My evidence is Marriotts offering of B1G1 for elites-available only at full service and only on weekends and only to elites.

"There are very good weekend bargains going on all over the full service Marriott universe. Once again, cause and effect. Now, I'm fairly certain that if Marriott did not distinguish between weekday and weekend rates - assuming that they could get a high enough occupancy rate - you'd still have your lounge open on weekends. Fair trade? I didn't think so. What is so wrong about simply applying the significant savings you get on weekends to breakfasts and - if you want - appetizers at the bar?"
>>Somehow other chains are not following suit-and surrviving.

"I believe that, without giving any attention to why these purported "downgrades" are happening and without giving any attention to the possible consequences of restoring all "benefits" until the business climate improves, complaints about losing this and that in terms of lounge benefits seem unjustified. In the past, lounge offerings have not been "static." When and if business conditions allow, prior benefits may well return"
>>I believe you are,once again,mistaken in your beliefs.

I also believe someone is having some fun with us with this circular logic game.
RLN is now on my ignore list :rolleyes:

I believe that, without giving any attention to why these purported "downgrades" are happening and without giving any attention to the possible consequences of restoring all "benefits" until the business climate improves, complaints about losing this and that in terms of lounge benefits seem unjustified.

Ironically, in your zeal to promote loyalty to Marriott (as if it were one's native land), you ignore the effect of its decision to downgrade the lounges. A very possible consequence of this decision, and the probable reason why neither Starwood nor Hilton has embarked on such a course, is the loss of business, both temporary and permanent. The bottom line is the bottom line, and the impact of a loss of business versus the savings in expenses cannot be hidden by all of your rhetoric.

I am guessing that the layer of Marriott management which made the decision has miscalculated its impact on the hotel choices made by its most frequent customers and the reactions of its competitors (to keep lounge operations unchanged and welcome disgruntled Marriott customers). If Marriott's decision results in a substantial decrease in business that overshadows the savings from lowered and discontinued lounge services, then the results will either be to reverse the decision or make further reductions including the possibility of layoffs.

As to the sometimes lower prices on weekends, this has always been the case and as far as I can see does not reflect any closing of lounges. Further, while non-elite customers who would not have access to the lounge anyway, may benefit from the lower prices, elite customers are simply trading a benefit away.

As for me here today in downtown Indianapolis, I'm perfectly happy with the lounge, and the offerings are fine and largely unchanged. The Marriott staff is friendly and professional. Rooms on the concierge level include comped internet. This is Marriott as it should be. As to other folks in different circumstances, other decisions will be made, and some of those decisions certainly will reflect the benefits that continued to be offered by Starwood and Hilton, which Marriott has decided to downgrade or withdraw.

I'm lifetime platinum and platinum premier and except for two nights in Spokane - I've paid for all my nights. Two points:

(2) As far as the lounges go - I consider this far less significant than the points. As I've noted before, offerings at the lounges have - as a matter of fact - changed over time. They may do so again. In the meantime, it is a matter of money. You say that I haven't faced up to the main issue: why other chains offer elites better vitals than Marriott in their lounges.

Look, none of us have access to the corporate books of any of these companies. I only note, again, that Marriott in addressing the current economic 'meltdown' has cut at the bone (employee hours) as well as the fat (bacon and sausagel).

Without access to the books, I don't see how you can argue this.

Loyalty goes both ways. In the main, Marriott has been loyal to its members. Now that the program has been "tweaked" in ways some perceive as to their detriment, its a rush by some to get status matches. Fine. Among all the problems in the world,grumbling about getting a smaller bottle of free water and losing out on free mouthwash just seems so insignificant.
If you are happy with Marriott then continue staying there. I don't see a reason to trivialize the assessments of others who weigh things differently. As you note none of us has access to Marriott's books so I don't know how anyone knows if Marriott has cut expenses to the bone in the right areas nor whether any employee jobs would be saved if I stayed more nights per year at a Marriott.
The Marriott CL problem is not new. More than two years ago staff at the New Orleans JW M told me that "corporate" had told them to close their lounge on weekends. The JW in DC stopped weekend service a long time ago. Some lounges have always had poor food, overpriced bar items, and indifferent service. Others have been quite the opposite. Presumably recent closings and downgrades have been exacerbated by Marriott's response to economic conditions. That does not mean that Marriott's decisions in these matters are the right decision nor the only choice.
The lounge has been a service that is important to me and if Marriott chooses not to provide it then I'll go elsewhere. I've spent tens of thousands of dollars with Marriott. I long ago passed 1000 nights, almost all at FS hotels and most at JW Marriotts so Marriott has done well by me. I put up with craziness such as charges for Internet service at FS properties and free service at cheaper properties for a long time until I decided to get my own wireless service and stop the nonsensical charges.
I don't mind a reasonable charge for amenities such as lounge access to be built into the room rate, but I'm not paying last week's asking price of $509 dollars a night (down to $479 per night today, I see) at the DC JW Marriott in a couple weeks for lousy lounge food, no mouthwash and no WSJ. If Marriott wants to keep my revenue they can find a way to bring back a touch of excellence.
Marriott has a corporate communications department that has failed badly in keeping its best customers informed on what is happening and why. I haven't heard a thing about lounge downgrades from Marriott except to see them in action. Nor do they bother to post updated information about lounges on the hotel websites.
As I said in an earlier post, Marriott has long sent a contradictory message about lounge access--it is sold as a very valuable benefit but if it isn't available it is no big deal from Marriott's standpoint.
Marriott could turn this all around and bring back lots of us high-revenue guests by fixing these problems and ensuring gold and platinum members that they will be taken care of in the long run. It isn't good business to bite the hand that feeds you. I'm still waiting for Marriott's communication about this.

Here at the c-lounge on Monday morning, at the downtown Indy Marriott. Scrambled eggs, oatmeal, sausage links, pastries, bagels and breads, variety of juices, fresh fruit, waffle maker and mix, etc.

Last night (Sunday), the lounge presentation included miniature pizzas, cheese and cracker platter, vegetable and dip platter, fresh fruit platter, and mixed nuts. Fully stocked cooler included full size water bottles and soft drinks, and the usual honor bar. Desert consisted of fruit cheesecake and freshly-baked chocolate chip cookies.

Also comped internet for rooms on the concierge level.

Sadly, this used to be the minimum standard I would see not too long ago, maybe 6 months, max. And others would routinely exceed this depending on location (Sushi in Seattle) and the quality of the restaurant on-site.

Indy must have not gotten the memo. Good for them. Bad for you by bringing this up to the lurking suits:D. Here's another's "spirit to serve" that you can crush.

Among all the problems in the world,grumbling about getting a smaller bottle of free water and losing out on free mouthwash just seems so insignificant.

This isn't the United Nations forum so "all the problems in the world" means crap. :rolleyes:

And if you think this is about mouthwash and water... I suggest you read this thread from post #1

I've seen very little evidence that Marriott is reducing rates (weekend or otherwise) in response to the slumping economy.

For example, I spent the past week at 2 different Marriott properties. Occupancy was very low at both properties, but rates were consistent with the highest prices in previous years: about $400/night at a top f/s property and about $170/night for a studio at an airport Residence Inn.

HereAndThere that is a very well put statement of facts.And as a high revenue guest I urge you to forward such a statement to Mr.Marriotts office.
Hopefully someone will read it and get back to you.

If you are happy with Marriott then continue staying there. I don't see a reason to trivialize the assessments of others who weigh things differently. As you note none of us has access to Marriott's books so I don't know how anyone knows if Marriott has cut expenses to the bone in the right areas nor whether any employee jobs would be saved if I stayed more nights per year at a Marriott.
The Marriott CL problem is not new. More than two years ago staff at the New Orleans JW M told me that "corporate" had told them to close their lounge on weekends. The JW in DC stopped weekend service a long time ago. Some lounges have always had poor food, overpriced bar items, and indifferent service. Others have been quite the opposite. Presumably recent closings and downgrades have been exacerbated by Marriott's response to economic conditions. That does not mean that Marriott's decisions in these matters are the right decision nor the only choice.
The lounge has been a service that is important to me and if Marriott chooses not to provide it then I'll go elsewhere. I've spent tens of thousands of dollars with Marriott. I long ago passed 1000 nights, almost all at FS hotels and most at JW Marriotts so Marriott has done well by me. I put up with craziness such as charges for Internet service at FS properties and free service at cheaper properties for a long time until I decided to get my own wireless service and stop the nonsensical charges.
I don't mind a reasonable charge for amenities such as lounge access to be built into the room rate, but I'm not paying last week's asking price of $509 dollars a night (down to $479 per night today, I see) at the DC JW Marriott in a couple weeks for lousy lounge food, no mouthwash and no WSJ. If Marriott wants to keep my revenue they can find a way to bring back a touch of excellence.
Marriott has a corporate communications department that has failed badly in keeping its best customers informed on what is happening and why. I haven't heard a thing about lounge downgrades from Marriott except to see them in action. Nor do they bother to post updated information about lounges on the hotel websites.
As I said in an earlier post, Marriott has long sent a contradictory message about lounge access--it is sold as a very valuable benefit but if it isn't available it is no big deal from Marriott's standpoint.
Marriott could turn this all around and bring back lots of us high-revenue guests by fixing these problems and ensuring gold and platinum members that they will be taken care of in the long run. It isn't good business to bite the hand that feeds you. I'm still waiting for Marriott's communication about this.

I've seen very little evidence that Marriott is reducing rates (weekend or otherwise) in response to the slumping economy.


They do. On Priceline, though.

I've seen very little evidence that Marriott is reducing rates (weekend or otherwise) in response to the slumping economy.

For example, I spent the past week at 2 different Marriott properties. Occupancy was very low at both properties, but rates were consistent with the highest prices in previous years: about $400/night at a top f/s property and about $170/night for a studio at an airport Residence Inn.

Marriott is trying to cost-cut while keeping published rates high and dumping excess inventory thru the likes of Priceline. The result is that the gap between Marriott-branded properties' rates listed on Marriott websites and what rooms come up for through "opaque" booking engines is the largest I've ever seen the gap when it comes to Marriott-branded properties.

The thinking is supposedly that it's more profitable to shut down whole floors and/or keep published rates high than to lower rates and go for property-wide increased occupancy at lower rates. With regard to this strategy, my thinking has been that such a strategy will fail miserably for most hotel owners (of newer properties) in an economic environment such as this. Time will tell.

They do. On Priceline, though.

Certainly, as mentioned in the above post. Newer hotel properties and more recently renovated properties are going to have to dump low-priced inventory on Priceline if sticking to the strategy of keeping published rates high -- such properties have high capital costs (including interest payments) to recover in a way that is less of an issue for older properties.

Indy must have not gotten the memo. Good for them. Bad for you by bringing this up to the lurking suits:D. Here's another's "spirit to serve" that you can crush.

yes...SHHHHHHH......don't tell the suits!


Oh..and to rln's point about non-elites...WHO CARES!!! non elites aren't going to the lounge unless they PAY for it....and they probably don't know any better with regards to cutbacks...why???? because they PROBABLY don't spend as much time in these hotels as we do!

Priceline??? i hate it....especially when the marriott nobody next to me who got the room for 50 bucks gets a BETTER room than me!

Now...since the B1G1s start, then i will go back to FS until they expire, if i can get a decent TFB rate, since goodness knows i won't get squat...except in Indy....

now where is that ignore thing??

OOPS...bad internet stuff happened! sorry

I've seen very little evidence that Marriott is reducing rates (weekend or otherwise) in response to the slumping economy.

Actually, the CY I stay at frequently has dropped their room rates by ~$40, in the past month.

HereAndThere that is a very well put statement of facts.And as a high revenue guest I urge you to forward such a statement to Mr.Marriotts office.
Hopefully someone will read it and get back to you.

Marriott wont even read his letter in his current writing format; tell him using paragraphs really helps the ease of reading and makes it easier to understand what one is trying to convey

yes...SHHHHHHH......don't tell the suits!


Oh..and to rln's point about non-elites...WHO CARES!!! non elites aren't going to the lounge unless they PAY for it....and they probably don't know any better with regards to cutbacks...why???? because they PROBABLY don't spend as much time in these hotels as we do!

Priceline??? i hate it....especially when the marriott nobody next to me who got the room for 50 bucks gets a BETTER room than me!

Now...since the B1G1s start, then i will go back to FS until they expire, if i can get a decent TFB rate, since goodness knows i won't get squat...except in Indy....

now where is that ignore thing??

Exactly meg; non elites in general (toss in most silvers as well) and I think that you hit the nail square on the head. they don't get lounge access anyway; if they pay for it and its not open.. well I'd love to be standing at the front desk when they discovered that LOL..

Priceline.. we are on the same page there but then again I haven't used it since 2002 when I got burned by them (the issue on resort fees etc) and although I say never say never.. I don't see my self going back to PL

I'm not even using my BOGO's.. the caveat being it turns out to be a deal I can't refuse for a trip I have to take.. right now there are none of either

Above, I posted that the downtown Indy Marriott provided comped internet in rooms on the concierge level. Upon checkin I was told by two clerks at the front desk that I should just login, click to agree to pay the $12.95 daily fee, and it would be taken off my bill. Before I clicked agreeing to the fee, I called the front desk to make sure about being comped, and was again told it would be taken off my bill becaus I'm on the concierge level. Sure enough, the $12.95 fee per day was on my bill this morning. Called down to the front desk and asked why it was on my bill in view of what I was told at checkin. This clerk said that the internet was only free if you paid the upgrade fee of $30 to be upgraded to concierge level, but not if you were upgraded as an elite. She agreed to take the fee off my bill because I was told to the contrary.

So, assuming that the last clerk was accurate, this property has two different classes of concierge level guests with different benefits; those who paid the fee, and those who are upgraded elites.

So, assuming that the last clerk was accurate, this property has two different classes of concierge level guests with different benefits; those who paid the fee, and those who are upgraded elites.

GREAT...SO....get this....say the lounge is closed....and you pay the upcharge...a person could spend 30 bucks to get 12.95 worth of free stuff!:rolleyes: (just an example, but we all know that this COULD happen!)

Out of curiousity, I visited the Starwood site. Gosh, I expected to find nothing but tales of platinums being regaled, pampered, and catered to.

But a guy named "Plumber" started a thread yesterday. While on an eight day business trip to San Antonio, Houston, Carlsbad, Denver, an San Francisco, he stayed at five properties - Westins and Sheratons. He reported that he hadn't received a single upgrade. Only two of the properties had concierge lounges or clubs. The three which did not offered platinums nothing in return.

Was this some Marriott "chimp" pulling a fast one. Don't think so. Most of those responding reported similar experiences. Seems, for example, that Starwood's upgrade policy is very similar to Marriott's.

None of the individuals commenting on the situation expressed the level of outrage seen on this thread, not even close. As one person put it: "the higher one's expectations, the lower one's satisfaction."

Under the circumstances, I have no reason to believe that Marriott isn't attempting to do its best to the greatest number of people. Maybe they are utilitarians?

Starwood's policy:

4C.5. In addition to all the benefits of Gold Preferred Guest Membership, Platinum Preferred Guests also receive the following benefits:

a. Upgrades to the best room at Participating Properties at time of check-in, based upon room availability for your entire stay, including Select Standard Suites

http://www.starwoodhotels.com/preferredguest/legal/spg_terms.html#7

Marriott's policy:

When you check in, we’ll upgrade you to our best-available guest room at no additional charge. Not available for suites


http://www.marriott.com/rewards/member-benefits/platinum.mi

The BIG difference is Starwood includes "SUITES" as the norm for Platinum upgrades, Marriott does not.

Speaking of which, I received a junior suite when I checked in yesterday at The Sheraton Centre Toronto ^

I had a 3 nighter this week at a FS Marriott and then changed my mind and cancelled the Marriott rez. I did three stays at three SPG properties (Sheraton 2, westin 1); nights/rooms 3; upgrades 3; suites 3

next week; I have another Marriott booked for the week but i also have two SPG and two Hyatts booked as well.. I will be cancelling the Marriott tonight

Prices for all of the above.. within $5 of each other, matter of fact the Marriott next week is $2 per night more to get less.

Please read what Plumber says. In the main, he was very respectful and allowed how the properties - though he didn't get upgrades and more often than not received no lounge access or breakfast coupons - were still 'nice.' He didn't rant. What was more illuminating to me were the number of folks who responded. Nobody claimed that his experience was out of the norm and nobody jumped forward to "trash" Starwood. Like you folks often remind me: stick to the thread - its deals with the lounge issue. At three out of five properties - all full service properties - Plumber got nada, zip, nothing: no lounge access (cause there wasn't one) and no free breakfast (or, presumably, a "free lunch.") Gosh, how many folks here would put up with this? Full service hotel with no lounge and no free breakfast. Wow - you'd be treated like, like, regular customers. How could we stand the utter indignity? I think we should send some of our stouter souls over to the Starwood site to lead the charge to bring justice to their plats. I could nominate a few such souls.

Like you folks often remind me: stick to the thread - its deals with the lounge issue.

A helpful reminder to you: This thread is about concierge lounge DOWNGRADES. Since you've searched the Starwood board, you must have noticed there is no comparable thread there to this one and others on the Marriott board. Neither is there on the Hilton board. The reason for this is that of the big 3, only Marriott has decided to use the current economy as a basis to downgrade its lounges. Indeed when one poster on the Starwood board posted that he was told at a property that Starwood had instructed properties to eliminate breakfast coupons (in lieu of lounge access), the Starwood Lurker posted that this was absolutely false.

Nobody here is saying that everything about Starwood is better than everything at Marriott. Indeed, I'm guessing that most of the folks here prefer Marriott overall for various reasons. What virtually everybody except, of course, you, is saying is that it is wrongheaded to use the poor economy as a basis to downgrade benefits because the damage to the brand may be substantial both in the long term and short term. Some folks who leave won't be coming back. The issue is whether the short term savings of expenses will outweigh the short and long term loss of revenue. Starwood and Hilton reached one decision and Marriott another. The fact that the competition is not diluting benefits exacerbates Marriott's problem because it's an open invitation to any disgruntled Marriott customers. I'm guessing that some Marriott properties agree with this because the fs Marriott I just stayed at had an excellent concierge lounge with no visible downgrades.

stick to the thread - its deals with the lounge issue

I suggest you take your own advice. :rolleyes:

The advantage Marriott once had over Starwood was the C Lounge. Now that the offerings have been scaled way back and Marriott has mandated no weekend breakfast vouchers in lieu of the lounge being closed (which some properties were nice enough to do and which I and many other members appreciated) The scale has tipped in Starwoods favor. The suite upgrades at Starwood is just icing on the cake.

BTW, I could care less about JOE the plumber.

Pleeeeeease tell me that no one brought"Joe the (scab)Plummer" into a converstion about Marriott's down grades :rolleyes:

I was booked for 5 nights at the Marriott Suites in Annaheim last week. Because of the obvious cost cutting measures at that hotel, I checked out 4 nights early. Marriott has cut too much; I understand we are in bad times but when a Marriott feels like you are in a Motel 6, I'm out of there.
FYI - Hilton was glad to have me, matched Marriott's rate plus threw in amenities.
I have been MR Plat for 3 years but I sure felt more appreciated at Hilton and it felt like a step up when I checked into the Holton

Because of the obvious cost cutting measures at that hotel,

[...]

FYI - Hilton was glad to have me, matched Marriott's rate plus threw in amenities.
The cost-cutting measures might be more obvious (to us) if you specified what they were. Also, what amenities were thrown in?

Stayed here for my final 3 nights ever.

Lounge hours were cut.
Evening offerings were cut to:
one pan of chicken fingers, that ran out in 4, yes 4 people! They were not
refilled in the 45 min I was there!

one type cheese, ritz crackers ONLY, and grapes!

STALE cookies (baked during the last economic downturn)

Breakfast was even worse:
Scrambled eggs

One type bagel, two types bread

NO FRUIT (Plate was empty 25 min I was there)

Room:
No mouthwash

NO MOISTURIZER-doesnt mngt know we *may* have just came off a flight- we ARE staying at an airport hotel!!!

2 sets of towels in the room

Stayed at the Pburgh Marriott North (Cranberry).

This hotel has NOT done much cutting. Lounge is top notch! Offerings were UPGRADED to include an EVENING SOUP!

I wrote the gm (he sends TONS of emails!!) to let him know how I felt-that I was passing up many marriotts due to cuts-but his was one I WILL be back to! I think we should all write the good GM's and let them know why we will be back!

The lounge offerings at the Renaissance properties seem to have also taken a hit.

These cutbacks don't motivate customers to send more business Marriott's way.

The lounge offerings at the Renaissance properties seem to have also taken a hit.


Some examples?

Stayed at MCI Airport Marriott a couple times in the past month, had to ask for upgrade to concierge level once, was automatically put there the other (I stay here around 8-10 times per year and they are usually pretty good about putting me on the CL level.)

Lounge used to have two hot items, now down to just one and that has been rotating between marginal offerings such as chips & dip and such, no desert items at all. Mouthwash & shower gel have been removed from the CL rooms, robe has been hit or miss. USA today still arrives at room door, WSJ used to as well, but is now stacked in the elevator waiting area instead.

I am actually surprised they have kept the lounge there open at all, I rarely ever see anyone else in the lounge, morning & evening.

Some examples?

Renaissance downtown Toronto:

- No more chicken wings, meatballs or fish-sticks only cheese balls or mini wraps
- Coffee maker taken out and replaced with a thermo dispenser
- Fuji water replaced with Nestle bottled water
- No more freshly baked cookies throughout the day
- Fresh strawberries no longer offered during breakfast
- Cold cuts and cheese are half what they use to be for breakfast
- Selection of baked goods also scaled back for breakfast

All of these posts regarding the degradation of the Concierge level leads me to ask the following question. All of us that are elite members get to stay on the CL floor when available and gain access to the lounge, but why would any revenue paying customer actually pay more to stay on the level if there is really no longer an advantage? Room amenities have or are disappearing and the food offerings in the lounge are down to bare minimums.

At many of the FS Marriott's that I stay, a room on the CL can cost an extra $50/nt. Why would somebody actually pay for it?

One advantage of the CL floor at many FSM is the security aspect since you need to use your key to have access to the CL floor. However, that being said, if people have to pay for the upgrade it does not keep people from choosing to stay at Hilton or other properties who offer the same service except with better amenities and CL food.

Stayed at the Pburgh Marriott North (Cranberry).

This hotel has NOT done much cutting. Lounge is top notch! Offerings were UPGRADED to include an EVENING SOUP!

I wrote the gm (he sends TONS of emails!!) to let him know how I felt-that I was passing up many marriotts due to cuts-but his was one I WILL be back to! I think we should all write the good GM's and let them know why we will be back!

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

Yeah, I have the same concern and also feeling.

Cheers.

One advantage of the CL floor at many FSM is the security aspect since you need to use your key to have access to the CL floor. However, that being said, if people have to pay for the upgrade it does not keep people from choosing to stay at Hilton or other properties who offer the same service except with better amenities and CL food.

I find it hard to believe many people would be staying on a MR club level just for security

I find it hard to believe many people would be staying on a MR club level just for security


I used to. I still do at certain properties.

Yeah, I have the same concern and also feeling.

Cheers.


Agree. I don't want any manager getting into trouble for meeting/exceeding our expectations!

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

This is so sad that it is not even funny :(

I would love to say a good word or hear a good word about the property and property manager shouldn't be afraid (neither penalized) for delivering more then minimum.

its not going to be too hard for the Marriott Monkeys to figure out which properties are over achieving.

Either employee stays can identifiy this, an audit could identify this or mystery shoppers

One advantage of the CL floor at many FSM is the security aspect since you need to use your key to have access to the CL floor. However, that being said, if people have to pay for the upgrade it does not keep people from choosing to stay at Hilton or other properties who offer the same service except with better amenities and CL food.

I would say that 8 out of 10 FS hotels in which i've stayed do NOT have key access to the lounge.....

and i have NO good answer for WHY people would PAY for CL access/rooms...just sarcastic ones!:D

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

It's ridiculous! Used to be people wanted to be recognized for being nice! Now...we have to keep stuff a secret....agreed...what a shame!

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

Good advice. I will no longer post any info on FT regarding Marriott properties that go "extra".

Good advice. I will no longer post any info on FT regarding Marriott properties that go "extra".

Actually same goes for other hotel chains as well. I do privately exchange the information about the hotels that go for extra but no longer post that information here on FT.

Actually same goes for other hotel chains as well. I do privately exchange the information about the hotels that go for extra but no longer post that information here on FT.

This is just plain awful that we have to resort to this. I have noted to Marriott Concierge that this bothers me (as well as the loss of some special regional treats at residence Inns across the country) - that pressure would be put on properties to offer less to their guests. I know some sort of cutbacks will have to occur (with all our money and jobs being sucked away these days), but in my opinion this is the kind of policy that is going to cost Marriott more than it saves them.

From here on out, maybe our SOP when referring to our recent stays should be to just leave out the weekend offerings (if any) or out of the norm weekday offerings in our posts and say that folks should just PM us for more information?

The criticism of Marriott is approaching a new level of intensity when hotels have to be protected by guests from their corporate masters. I can only image the discussions in business schools about the way Marriott corporate has been handling the downgrade of CLs.

This thread is now at about 10,000 views of mostly criticism by some of Marriott's more lucrative guests. How much longer is Marriott going to let all this criticism go on without providing some substantial response here or on their website to these many complaints?

At this point I'd like to know a few things from Marriott Concierge or anyone at Marriott who is in a position to respond:

Is Marriott going to continue sticking to its apparent corporate policy of admonishing hotels who provide "extra" benefits for guests?

If a hotel is mentioned here as providing "extras" will it be told to reduce its services? What actually happens to hotels identified as providing extras?

Is Marriott corporate rethinking cutbacks in CL quality and their enforcement of lounge hours and otherwise reducing benefits to rewards members? If yes, when might we know their decisions?

Others who post here may have some more questions. I'd like to see some answers from Marriott.

Not true. Someone could take the elevator to the closest floor and then take the stairs up...

One advantage of the CL floor at many FSM is the security aspect since you need to use your key to have access to the CL floor. However, that being said, if people have to pay for the upgrade it does not keep people from choosing to stay at Hilton or other properties who offer the same service except with better amenities and CL food.

Not true. Someone could take the elevator to the closest floor and then take the stairs up...

Actually, no you can't. The stairwell doors on every CL of every FSM and most RH I have ever stayed in have locks to prevent people sneaking onto the floor. A couple had key entry from stairs, but most were just plain locked.

No, I didn't discover this by trying to "upgrade" myself. I like to take the stairs to get what little exercise I can during the day.

Actually, no you can't. The stairwell doors on every CL of every FSM and most RH I have ever stayed in have locks to prevent people sneaking onto the floor. A couple had key entry from stairs, but most were just plain locked.

No, I didn't discover this by trying to "upgrade" myself. I like to take the stairs to get what little exercise I can during the day.

I would think this is against 'code' in a lot of locations.

Ron.

Most of the fs properties I've stayed at recently have had key access to the lounge, not the floor.

I would think this is against 'code' in a lot of locations.

No, that's why there are always signs clearly posted at every floor in a stairwell that indicate what floor to exit on and whether or not the stairwell has roof access.

This is so sad that it is not even funny :(

I would love to say a good word or hear a good word about the property and property manager shouldn't be afraid (neither penalized) for delivering more then minimum.

This is just plain awful that we have to resort to this. I have noted to Marriott Concierge that this bothers me (as well as the loss of some special regional treats at residence Inns across the country) - that pressure would be put on properties to offer less to their guests. I know some sort of cutbacks will have to occur (with all our money and jobs being sucked away these days), but in my opinion this is the kind of policy that is going to cost Marriott more than it saves them.

From here on out, maybe our SOP when referring to our recent stays should be to just leave out the weekend offerings (if any) or out of the norm weekday offerings in our posts and say that folks should just PM us for more information?

(boldface mine)....

...and this is the problem. "Good" to us is a lounge/atmosphere/services that makes us feel special and welcome. To corporate, good now equals consistent! To have a manager that I know and respect ask me to not let anyone know about his "extras" left me speechless.

...I too have written the Marriott Concierge. What I am finding is that the march towards consistency is actually resulting in poorer service from some employees - they are so afraid to go "above and beyond" their actions borderline on rude and ridiculous.

... how about we develop a private code that can't be deciphered by non FT'ers - (which is no more crazy than not be able to compliment a property for fear of reprisal). :eek:

Seriously, perhaps we should take opportunities to list properties where we are seeing cutbacks that result in savings without the feeling of cutback in services.

I saw this with regards to the morning paper - a card in the room stated (that they now) were kept at the elevator bank or lobby instead of being delivered to the room UNLESS you request otherwise. If you let them know you would like it delivered, they will do so. I thought this was great - for people who don't care, it was not a cutback in service - for people who do, no cutback in service either! And according to the front desk, it has saved mega dollars...

Glasgow has started closing the lounge for weekend breakfast...

but I've still maintained my 100% exec floor upgrade and you still get the welcome pack in the room with water, fruit and those essential Scottish delicacies, Irn Bru and a Tunnock's caramel wafer.

The only stays I have had at Marriott this year are (and will continue to be) on points. All my paid stays now go to Starwood. Marriott's change in the MR program coupled with all the stuff I've read here has convinced me that I made the right decision. I suggest those of you who can to similarly turn your back on the once-proud Marriott brand, though I know some will be constrained by their location or corporate obligations.

As for me, Starwood is the place to be. I'll make Hilton my backup after I requalify for SPG platinum.

(boldface mine)....

...and this is the problem. "Good" to us is a lounge/atmosphere/services that makes us feel special and welcome. To corporate, good now equals consistent! To have a manager that I know and respect ask me to not let anyone know about his "extras" left me speechless.

...I too have written the Marriott Concierge. What I am finding is that the march towards consistency is actually resulting in poorer service from some employees - they are so afraid to go "above and beyond" their actions borderline on rude and ridiculous.

Yes, 100% agree - astute observations. The feel of staying at FS Marriotts is changing - and not in a positive way. The fear of "overachieving" and the deterioration of the Spirit to Serve is real (not of course everywhere, just saying that I've seen several signs of this over the past few months).

I'm wondering if it has come to the point that it is worth it for some of us to actually push to have a meeting with a VP about this issue (i.e., corporate directives for uniformity and to not overperform). I've done this before with another issue with another company - got a meeting with the Executive who was responsible for what I thought was a senseless policy. I was successful I think in getting a policy changed (the company was indeed out of touch with how many of their customers felt about the issue. The VP was very attentive and we had a good discussion. The policy was changed shortly thereafter.)

I wish they would thoroughly focus group this stuff before they start promulgating these types of policies. This just seems so out of character for Marriott to do this sort of stuff. I can't believe that the decisionmakers would deliberately institute policies that serve to do long-term harm to their bottom line by causing customers to question their loyalty and start looking for other places to take their business. I do think it is possible to find ways to save money in the short term and not tick off your more loyal customers at the same time, thereby costing your company more in the long run. - Sorry for the redundancy, but sometimes it helps to make a point as to how strongly you feel about something.

Abandon Ship! Many posting here have suggested that it might be a good idea to jump ship to Starwood or Fairfield Inns where the vitals might make be better. As recent postings at the Starwood site suggests, many full service Westins and Starwoods don't have lounges or offer breakfast coupons.

I'm currently at a Fairfield Inn and - woe is me - they've removed the french toast from the food offerings. But, gee, last night they had a 35 per cent occupancy rate - in the past, 65 percent would be the norm. Think there's any connection between the removal of the french toast and the drop off? Could people be staying away in protest? If you got a meeting with a Marriot VP, I trust you would learn what should be self evident: business isn't so good and cuts have to be made.

Most of you are arguing that it would be better in the long run if Marriott kept the lounge and things designed to make you "feel special" at the status quo. I suspect that any money spent restoring these things would come at the expense - in part - from Marriott hotel staff. Just a guess.

If "feeling special" is so important, I guess a "careful shopper" would have to call every full sevice Marriott, Hilton, Hyatt, and Starwood in an area and find out, in fact, what exactly is being offered to you as an elite. Aren't there more important things to do in life?

I may not be swaying anyone, but I figure if I keep sending this message in various ways, I might, at least, generate some thought and get a few folk to acknowledge that there are different ways to approach this issue.

Abandon Ship! Many posting here have suggested that it might be a good idea to jump ship to Starwood or Fairfield Inns where the vitals might make be better. As recent postings at the Starwood site suggests, many full service Westins and Starwoods don't have lounges or offer breakfast coupons.

I'm currently at a Fairfield Inn and - woe is me - they've removed the french toast from the food offerings. But, gee, last night they had a 35 per cent occupancy rate - in the past, 65 percent would be the norm. Think there's any connection between the removal of the french toast and the drop off? Could people be staying away in protest? If you got a meeting with a Marriot VP, I trust you would learn what should be self evident: business isn't so good and cuts have to be made.

Most of you are arguing that it would be better in the long run if Marriott kept the lounge and things designed to make you "feel special" at the status quo. I suspect that any money spent restoring these things would come at the expense - in part - from Marriott hotel staff. Just a guess.

If "feeling special" is so important, I guess a "careful shopper" would have to call every full sevice Marriott, Hilton, Hyatt, and Starwood in an area and find out, in fact, what exactly is being offered to you as an elite. Aren't there more important things to do in life?

I may not be swaying anyone, but I figure if I keep sending this message in various ways, I might, at least, generate some thought and get a few folk to acknowledge that there are different ways to approach this issue.

trying to take these in the order of my boldfaced above

1. Abandon Ship > yep.. pretty much what I'm trying to do; however some of my travels don't leave much alternative than to stay in a MR property; hence I'll still be forced into 35 nights this year at MR props which will most likely be FI's in small rural areas where that is my best choice

2. No but they do have suites; and besides whats the difference if Marriott does have them and they are closed or at best, have marginal selection.. and I do mean marginal.. wheres the competitive advantage.. oh yeah there isn't one

3. Could people be staying away? you don't know any more than I do.. but it appears so.. unless you work for MR or have access to their system; how can you say that they are 35% full; do you count newspapers in front of doors when they deliver them and divide by the total number of rooms.

4. business isn't good.. well thank you sherlock for that piece of information; cuts have to be made; well the Marriott biz model must not be right if they are the only ones who have to shut down lounges on the weekends; if they are the only ones told not to "over" achieve

5. How can you say that lounges being left open would be at the expense of marriott staff; if anything; it keeps a minimum of one (most likely more) working two additional days a week; how do you know other cuts would come from staff; or do you work for Marriott?

6 feeling special > do research > thats what I do on here every day > check my post looking for information on the spg board (Sheraton Anaheim vs Sheraton Park Resort Anaheim).. I'm inquiring on the differences including whats in the lounge.. its done every day.. by the way.. these stays up till this year would have been at the Marriott anaheim.. no more.. see #1 abandon ship

7. swaying anyone.. glad you finally realize that; if he has swayed you.. please post and tell us how??? I would love to hear this

8. oh you have generated thought.. although probably not in the way you intended :rolleyes:

My wife and I visit our daughter in Boulder several times a year. We always visit on weekends. We used to stay at the Marriott and get two CL rooms at a cost of about $600 a night for both rooms. Our total spend was typically $1200 or $1800 for the weekend.

Now that the lounge is closed on weekends, we stay at the Homewood suites which is yards away from a grocery store. The first thing we do after dropping our bags in the room is walk over, buy a few bags of groceries, and turn the kitchen in the suite into our own little mini lounge. We spend $600-$900 for the weekend.

It turns out we actually prefer the Homewood suites. By closing the lounge, Marriott not only lost our business while they close the lounge on weekends, they got us to survey the market, and lost us permanently. We still stay at Marriotts outside of Boulder, but we are much more aware of other options than we used to be.

7. swaying anyone.. glad you finally realize that; if he has swayed you.. please post and tell us how??? I would love to hear this

8. oh you have generated thought.. although probably not in the way you intended :rolleyes:

yup...swayed me right to the ignore button....

as for thought.....i plead the 5th.:rolleyes:

(boldface mine)....

I saw this with regards to the morning paper - a card in the room stated (that they now) were kept at the elevator bank or lobby instead of being delivered to the room UNLESS you request otherwise. If you let them know you would like it delivered, they will do so. I thought this was great - for people who don't care, it was not a cutback in service - for people who do, no cutback in service either! And according to the front desk, it has saved mega dollars...

Actually, i think, that in many hotels, the papers are delivered by the paper person, not hotel staff. i wouldn't mind having a choice....i would choose to have it outside my door....but if that's not possible, at least save me a trip to the lobby.

i think, that in many hotels, the papers are delivered by the paper person, not hotel staff.
Not my experience.

OK. What I take from this discussion is that all domestic (U.S.) lounges are now closed on weekends -- Correct?

However, some non-US lounges are still open, e.g. JW Grovesnor House in London, etc. -- Correct?

Might it not make more sense now to start a new thread of those those few domestic properties that still give breakfast coupons on weekends to Gold and above, e.g. -- Marriott Suites in Las Vegas -- Correct (??), as well as those foreign lounges still open on weekends?

Perhaps just updating the sticky at the top of the forum might be a bit more productive.

Not my experience.

well...thats your experience, mine is different...and when i WORKED for marriott, the paper guy delivered them...we gave him a list of occupied rooms and off he went.....

ymmv

..... Many posting here have suggested that it might be a good idea to jump ship to Starwood ....................I may not be swaying anyone, but I figure if I keep sending this message in various ways, I might, at least, generate some thought and get a few folk to acknowledge that there are different ways to approach this issue.

rln - I have traveled for 20 years, and until 3Q of '08 never stayed at any properties other than Marriott. Ever. Others on this forum have even labeled me "blindly loyal" or a "Marriott apologist". This year I have more stays at (Hyatt) than at Marriott - and unlike many, my travel is actually UP.
For some of us, the changes at Marriott are not specifically tied to one action - such as reducing breakfast offerings or closing the clubs; although they are the specifics (or symptoms) most often quoted in this thread.

The real issue is the corporate mandate that has been issued requiring that hotels not "over achieve" - and that they are "reprimanded" when caught doing so.

Several weeks ago I was at a FS Marriott that had an occupancy rate of 16%...but the service I experienced there was no different than at any other times I have stayed at the property. This manager should be rewarded for his efforts to maintain service and employee attitude - but instead, he asked me not to recognize his efforts as "they are outside the standards" that corporate is now demanding. In your concern for the Marriott employee - is it acceptable to you that those who are willing to provide a superior guest experience are now punished for doing so?

I spend 3 nights or so a week in hotel. I pay for a certain level of service and expect to receive it. I also treat the hotels and their employees with a level of respect and appreciation, and with Marriott, have always received the same in return. But whether it is shown by closed lounges, no coupons, or no bathrobes in the rooms - it is really the "spirit to serve" that is now being lost.....and it will cost them far more to regain than the cost savings generated by the specific examples quoted in this thread.

rln - I have traveled for 20 years, and until 3Q of '08 never stayed at any properties other than Marriott. Ever. Others on this forum have even labeled me "blindly loyal" or a "Marriott apologist". This year I have more stays at (Hyatt) than at Marriott - and unlike many, my travel is actually UP.
For some of us, the changes at Marriott are not specifically tied to one action - such as reducing breakfast offerings or closing the clubs; although they are the specifics (or symptoms) most often quoted in this thread.

The real issue is the corporate mandate that has been issued requiring that hotels not "over achieve" - and that they are "reprimanded" when caught doing so.

Several weeks ago I was at a FS Marriott that had an occupancy rate of 16%...but the service I experienced there was no different than at any other times I have stayed at the property. This manager should be rewarded for his efforts to maintain service and employee attitude - but instead, he asked me not to recognize his efforts as "they are outside the standards" that corporate is now demanding. In your concern for the Marriott employee - is it acceptable to you that those who are willing to provide a superior guest experience are now punished for doing so?

I spend 3 nights or so a week in hotel. I pay for a certain level of service and expect to receive it. I also treat the hotels and their employees with a level of respect and appreciation, and with Marriott, have always received the same in return. But whether it is shown by closed lounges, no coupons, or no bathrobes in the rooms - it is really the "spirit to serve" that is now being lost.....and it will cost them far more to regain than the cost savings generated by the specific examples quoted in this thread.


Well put SG......btw i wouldn't necessarily call you a marriott apologist....it is my opinion that you tell it like it is...good, bad, or indifferent.....in an objective manner....:cool: (and i have found some of your advice helpful! so thanks!)

**highlighted text mine....We all need to get get copies of the Spirit to serve" book OUT of the desks and send it to, as bigguy would say...the SUITS in Bethesda!!!!

Now...speaking of overachieving....i am in a CY outside of philly....(ok so they had an MEB rate...) they gave me breakfast coupons...for continental, but the server said..have whatever you want....(i'd have happily paid the extra buck!)...the breakkie was YUMMY (non-greasy eggs, basically crisp bacon...) AND they had free, local sunday papers....!

But...in the interest of getting them in trouble, i'm not saying where outside of philly....PM me if anyone really needs to know!

Has anyone seen this alleged memo from corporate? What EXACTLY did it say? Did it *mandate* or simply suggest a standardization of services?

And while I don't like the cutbacks any more than anyone else, I would like to offer this contrarian point: when discussing hotel brands, I've seen on these boards many, many times the #1 selling point for Marriott being CONSISTENCY. No matter what property you check into, wherever it is, you can rest easy knowing that a certain minimum standard is going to be upheld. Sure the occasional Hilton or Westin may be superior, but there are also dogs in those chains. Could it be that Marriott, in an overzealous attempt to refocus on that standardization, have tried to "reset" things like elite benefits back to the letter of the law? Perhaps all these complaints (here, if not in discussions with management and letters to corporate) about how one hotel gives free breakfast on the weekend while another does not and how this lounge has hot entrees and that lounge does not... well, maybe we've gotten what we asked for. They're going to rebaseline their offerings, but at the lowest common denominator. The term "unintended consequences" comes to mind...

Hmmmmm the above post smacks of a "blame the victim"mentality-which I am not sure was what DJIceman intended.
Marriott does not have the lock on consistancy trust me.A short drive from my home and I can locate a great full service property(Del Mar Marriott)and a lousy FS Marriott(Ontario Airport Marriott)a great older Fairfield Inn(Placentia)and a lousy one(Anaheim Hills)so Marriott has a long way to go till I would use consistent as a word to describe Marriott franchises across the board.These are apples to apples,real world comparissions=something the Marriott apologist on this board seem unable to grasp.

To be fair the same holds true with Starwood.

And frankly with the downturn in travel dollars I doubt this will be the year that any chain is going to be laying out a bunch of capital to accheive brand standards.Let's hope the competition does not follow Marriott lead and actually cut services at hotels.

To Those whose answer to the following question is money

"Why is Marriott asking a property not to overachieve???"

Please keep in mind that Marriott is MOSTLY in the business of property management and not ownership. If a property owner (I know one personally - owns the Gas Lamp San Diego as well as several other properties - not all marriotts) decides to direct their GM's to overachieve, then let him :)

No matter what property you check into, wherever it is, you can rest easy knowing that a certain minimum standard is going to be upheld.

Instead, what Marriott seems to be imposing is a maximum standard.

I'm currently at a Fairfield Inn and - woe is me - they've removed the french toast from the food offerings. But, gee, last night they had a 35 per cent occupancy rate - in the past, 65 percent would be the norm. Think there's any connection between the removal of the french toast and the drop off? Could people be staying away in protest? If you got a meeting with a Marriot VP, I trust you would learn what should be self evident: business isn't so good and cuts have to be made.


Then why not remove only 50% of the French Toast? (the drop between 65% and 35%, roughly). Why remove it all?

Same logic with the lounge food, mouthwash, newspapers, etc. Wouldn't the savings be consistent with the drop off in occupancy?