Marriott should indeed give the service that is earned/expected to all members. Marriott fails because it doesn't even give what the program terms state. That's the real problem. Not that that some get above and beyond.

There will always be exceptions above and beyond what is expected. Always. I have family far richer than I, and they often get better than I at some places they frequent often that I've never been to. They should.

A billionaire who spends millions of year in fees should, in a for profit business, get "exceptions". Equal under the law but not in for profit arenas.