This is a MAR issue - 100%!! How can this all be franchise issues? This comes from the top down just like any other business...……..MAR has district or regional managers and this should be their primary focus right now in getting some face time with all these properties and clearly explaining what the benefits are etc.,

If MAR is not putting focus on this and driving this properly then why would the franchisees? Sending an email or some literature and cut outs is not training - definitely not training for an organization this size.

I myself cannot stand trying to persuade somebody you should be getting some kind of benefit. I shouldn't have to and quite frankly at times it can be embarrassing at the front desk in disagreement - It comes down to the principle of what the benefits are and why on earth is it the customers responsibility to carry around the T&C's. Seriously, there is NO OTHER business I deal with that I would have to do that. ( and unfortunately I have once with Marriott )