Originally Posted by FlyerJ

A lot of the frustrations about top tier Bonvoy status come from former Starwood loyalists (like me). Pre-merger, both companies had lots of incredible properties (and some duds). The difference, IMO, is in how Marriott chooses to serve Titaniums and other top tier, frequent customers. With Marriott, there's a distinct lack of gratitude, of customer service, of recognition, and of support. It feels like my loyalty to them is meaningless. It's just a slightly different set of rules for Titaniums than other members, with some extra points doled out and the occasional free croissant for breakfast. Maybe access to an overcrowded lounge, back when those were operating. But - as a Titanium - Bonvoy gives me nothing that makes me really, truly want to choose a Marriott property over a competitor.

All of the former SPG loyalists that I know were absolute raving fans of Starwood, and would go out of their way to stay at a Starwood property. It wasn't that the hotels were any better. It's that loyal, top tier members were treated so well. And that special treatment was not necessarily about upgrades or gifts or other freebies. It was about being genuinely thanked for my loyalty whenever I checked in. About everyone from front desk to call center staff working hard to resolve a problem whenever one came up. It was about having a toll free number that was actually answered quickly, by a professional who knew their stuff, cared about what they did, and had a genuine desire to serve. As cheesy as it sounds, I felt like I belonged to something special at Starwood, and that sense of belonging came to me whenever I arrived at any Starwood property. It felt like I was valued, and like any SPG hotel - anywhere - was my second home. Like an exclusive club that I was lucky to be a part of. (Yes, like I said ... it sounds cheesy. But it's true.)

This all jogged my memory about a great quote that showed up in this forum about three years ago. This one stuck with me, because it was both funny and accurate. I had to search to dig it up from the past... September 2018, to be exact.