Originally Posted by
hockeyinsider
I disagree. Many of the complaints have been about hotels cheating by claiming a muffin and coffee is breakfast, despite the obvious intent of the terms and conditions and Marriott's public statements when the new benefits were launched last August under the now-former unified Marriott Rewards–SPG–Ritz-Carlton Rewards loyalty program. And then there are the properties that refuse to upgrade.
Yes, there are issues related to IT and customer service at the corporate end of the spectrum, but there have been profound incidents related to the actual delivery of amenities and benefits.
The problem is the definition of "breakfast". Somebody needs to inform some hotels that a "meatless continental" is a revenue management device masquerading as a meal. I actually got the Metropolitan Vancouver to swap back and give me points in lieu when I realized how lousy the complement breakfast option was (to charge CAD20 for a few pastries and coffee is an insult to intelligence compared to what you can get at Tim Horton's, especially when the "full" breakfast was only CAD25 but I rather doubt you could just pay CAD5 to upgrade).
Marriott corporate needs to more clearly define the breakfast option and to make points in lieu an option for non-conforming properties. I'll happily pocket a few hundred points in lieu per nights and to hell with breakfast. And if properties won't conform, or try other crap (St. Sleazis Aspen, I'm looking at you) they should be de-flagged.