I was just having a look at the
Marriott Platinum Elite benefits page and was surprised to see they offer a cash guarantee for a failure to deliver stated benefits. I knew they did this for the welcome amenity, but I was shocked to see they offer it for four different elements of the Platinum program (walks, arrival gift, breakfast, and room type).
So with concerns about non-delivery of stated benefits (e.g. platinum welcome amenity, late checkout, best available rooms), is there a reason why SPG should or should not offer a similar cash guarantee to its members?
I personally feel that they should. SPG itself is held harmless in this - the properties either deliver the benefit, deliver a clear and acceptable reason for why they cannot, or deliver cash to the guest as an apology. Seems fair to me, to SPG, and to the property.
Notwithstanding logistical issues of renegotiating contracts (which I'd assume would have to be done), what do SPG members think of the Marriott policy and its potential for use at SPG properties?
Originally Posted by Marriott.com
Platinum Arrival Gift/Platinum Members
We guarantee you will receive a gift on the day of arrival at any Marriott hotel. If we fail to deliver, we'll give you a cash reimbursement. (Reimbursement varies by hotel brand.)
Concierge Lounge Access, Platinum & Gold members
At participating Marriott hotels, JW Marriott hotels or Renaissance hotels you will always receive access to the Concierge/Executive Club Lounge during normal hours of operation. For Marriott hotels, JW Marriott hotels or Renaissance hotels not operating a Concierge/Executive Club Lounge, we guarantee you will always receive your complimentary Healthy Start breakfast, Monday through Friday or we'll give you $100 USD. (Not available at resort locations).
Room Type, Platinum & Gold* Members
As long as your preferences are noted on your reservation, we will always give you the room type you request, unless you find an upgrade, suite, or other room type satisfactory. If we fail to deliver your preferred room type, we'll give you a cash reimbursement. (Reimbursement varies by hotel brand.)
*North America only for Gold members