Having a nice back and forth with the Westin Atlanta Airport. They've always offered only one benefit upon check-in: points or continental breakfast (with an upcharge if you want to help yourself to the hot side of the buffet). I've stayed here several times in the past 5 years, and it's been a consistent experience (I posted about this property somewhere else in this thread)
I stayed there again earlier this week, and asked for a full breakfast as a welcome amenity. I was told they only offer continental by the check-in representative. At the restaurant I was told it was Continental breakfast, or I could "upgrade" to the hot side of the buffet for an upcharge (which wasn't a lot, but it's the principle of the matter). I raised this before checking out, and the Front Desk Supervisor reiterated this, and added since they are a franchise property, their offerings differ. I was annoyed by this, so I told the Front Desk Supervisor I was making a claim for failing to provide the required benefits. That was, of course, denied for the reasons they previously stated.
I wrote a complaint to Marriott saying I tried to claim the $100 but was denied, and they have since referred the matter to the property. Their Director of Operations and I have traded emails back-and-forth today with him insisting that they are providing the no lounge benefit (continental breakfast) and that there isn't a second benefit.
My original reply to them:
Thank you for you email, and while I agree there is some confusion, I believe the confusion is on the property’s part.
The Elite Membership Benefits provided pursuant to Section 4.3.c of the Bonvoy program provide Platinum Elite Members and Above with two separate benefits:
Section 4.3.c.iii provides an Elite Welcome Gift, and
Section 4.3.c..iv provides Guaranteed Lounge Access
Platinum Elite Members and Above receive a choice of one item for each of these benefits – it is not an either/or choice between the Welcome and Lounge benefit.
The Elite Welcome Gift for Westin properties is as follows, copied from the Terms & Conditions:
ELITE WELCOME GIFT FOR PLATINUM ELITE MEMBERS AND ABOVE:
St. Regis, The Luxury Collection, W Hotels, Sheraton, Le Méridien, Westin, Tribute Portfolio
1,000 Points per Stay or amenity per Stay or breakfast in restaurant per night of Stay for Member +1 (including Resorts)
Offering a Platinum Elite Member and Above only one benefit upon check-in (a choice of points or continental breakfast) as you note below fails to provide the Elite Welcome Gift provisions of the program. As such, my claim is valid, and the compensation I am seeking is due in this case.
For what it’s worth, I will also let you know what several other Westin properties without lounges do: They offer the Elite Welcome Gift of a full restaurant breakfast or 1,000 points, and they also provide an additional 750 points on top of that to all Platinum Elite and Above.
It's a little out of context, but here is a quote from the latest message:
As you have outlined below and as per the Program guidelines – the welcome amenity is Breakfast OR Points – not both. Other benefits based on Elite status level are automatic like enhanced internet and the 50% or 75% Bonus points per folio total.
As I noted, since we do not have a Members Lounge, where the breakfast amenity would normally be offered for Elite Members, we are able to extend your choice of Continental Breakfast in our restaurant OR points.
As noted above, in my original response to him, I outlined that an Elite Member is to be provided both a Elite Member Welcome Gift and a lounge benefit, and that continental breakfast or points didn't meet the terms. I just popped some popcorn after sending this latest reply to them.