Originally Posted by
High Technology
So after multiple back and forth emails with the Westin Atlanta Airport, we are at an impasse that I will need Marriott Bonvoy relations to resolve. The latest statement from the hotel, which I believe to be non-complaint was the following:
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Good afternoon, and thanks for your patience.
Yes, you are correct regarding Elite member welcome amenity and lounge access being 2 separate benefits to which you should receive recognition.
You did select breakfast for your welcome amenity. The program guidelines do not state if it should be hot or continental. We offer continental with a small upcharge if you want a hot breakfast or the full buffet.
Regarding lounge access, since we do not offer a lounge, you are entitled to 750 additional Bonvoy points. We will points these additional points to your account this week, along with another 1500 points for this inconvenience.
Thanks for bringing your concerns to our attention. We look forward to hosting you again.
<Name redacted>
Director of Operations
THE WESTIN ATLANTA AIRPORT
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So, would any of the Lurkers like to opine on this? There is clearly a differentiation in the Terms and Conditions between a continental breakfast and a “breakfast in restaurant” — which is why I (and presumably others here) believe this hotel is not complying.
Not hearing anything from the Lurkers, I sent the full email chain to Marriott Customer Service (as follow-up to my original complaint) telling them we are at an impasse, and received the following favorable outcome as a reply:
We apologize for the hotel managers handling of this and will ensure they are following the Marriott Bonvoy policy for their brand.
We have issued a check for $100 and it will arrive USPS to the mailing address on your account
Now, whether this property will amend their standard operating practice remains to be seen, but they clearly have no excuse not to offer the correct amenities going forward.