Originally Posted by
CJKatl
MI interprets this to mean that if it is not normal hours of operation, no breakfast coupons are mandated. If a hotel schedules the CL to be closed because of a holiday, it is not normal hours of operation. MI allows hotels leeway to close a few days before or after a holiday. There have been several threads about this over the years.
It seems a non-starter, though, because as we all know, and as the OP confirmed, if you push the hotel, they will always give you free breakfast coupons.
It's the OP's stance that even though the policy was explained to him in detail, he was offered the coupons, and still chose to stay in the hotel, because the CL is closed, he is entitled to $100.
1) You shouldn't have to push the hotel - it's very sad to hear many of you stating you are having to
2) There are set hours (required) hours of operations by MI (I purposely did not post these hours as I'd be pulling them from a confidental document) - these standards do not vary from week to week however as noted hotels can increase these hours as local market conditions require (this isn't to suggest I never closed my lounge due to holiday periods, I did but I followed the policy and provided breakfast for each elite (actually included their entire party))
If you run into a hotel which is failing to follow the policy I would recommend asking for the Manager On Duty, if that fails then I would recommend contacting customer service: Renaissance (800-462-1901 0700-2300 M-F 0800-2300 S-S) Marriott (800-535-4028 0700-2300 M-F 0800-2300 S-S)
I'm hopeful that these decisions are being made below the GM level - most GM's realize the small cost of providing breakfasts to elites over these periods is rather small in $$$ but huge in goodwill, not providing this has a much larger cost associated with it (besides not following the policy)