Originally Posted by
Horace
According to the
Marriott Bonvoy Loyalty Program Terms & Conditions, at Westin (and six other Starwood legacy brands, including resorts), Platinum Elite members and above can choose an Elite Welcome Gift from a short list:
-- “1,000 Points per stay”
-- “Amenity per stay”
-- “Breakfast in restaurant per night of stay for member +1”
It does not define the specific details of the "breakfast in restaurant." It doesn’t say "partial credit toward breakfast." It doesn't say “continental breakfast.” It doesn't say “cheapest item on the menu.” It just says “breakfast in restaurant.” It's reasonable to assume a full breakfast in line with what other guests are having.
Usually, full-service Marriott Bonvoy hotels (whether Starwood legacy or Marriott legacy) that provide breakfast in the restaurant for Platinum Elite and above fully cover the breakfast, hot beverage, juice, tax, and tip. When the breakfast is a buffet, it generally includes anything on the buffet, but some hotels only allow cold items unless the member pays an uncharge (which is okay if the cold buffet offers enough choices and quality).
I don't know why some hotel managers think it's smart business to give the middle finger to Platinum Elite members and above, in direct contradiction to the published benefits.
A daily credit toward breakfast is fine at Courtyard, AC Hotels, and Moxy, because that's the published benefit at those brands. It's not acceptable at Westin and other full-service brands with better published benefits.
I just checked out of a Tribute property that I’ve stayed at several times before, and always got comped a full breakfast. This time we were only allotted $15 x 2 guests =$30 against our breakfast. I asked to speak with the manager at checkout once I confirmed that was the full amount that was credited to our folio. I was told there was no manager on property and given the cards of the managers.
What is both disturbing and frustrating to me is that when I peered into the office that is adjacent to the front desk, there was a huge poster on the far wall showing all of the various Bonvoy benefits. The front desk person politely explained to me that she was familiar with this issue and many elite guests are confused by the $15 limit since the hotel “doesn’t have a specific continental breakfast offering”. I asked her to please note in the folio that I didn’t agree that this was adequate to comply with the program and that requested to speak with the manager — this was the only way I could assert my claim before leaving the property under the circumstances. Needless to say, I didn’t bother pointing out that continental breakfast is only the offering for properties with closed lounges, but I pointed out that $15 isn’t adequate to cover “Breakfast in the restaurant” which is the actual benefit.
I just sent a very specific email to the manager claiming the $100 compensation is due and will await her reply in the coming days. In the meantime I am also formulating how to raise this with a Bonvoy representative, as I find the inconsistency very irritating. For example, at the Westin Kierland Scottsdale in October, we were also provided a limited dollar amount that didn’t cover enough, so we were charged for overages (despite only ordering juice, coffee and an entree each day). It was only a few dollars so I didn’t fuss over it after the front desk refused to waive the charges, but probably should have.