Originally Posted by
Horace
High Technology quoted a statement from the Westin Atlanta Airport, which included these items:
This statement is actually wrong.
Sheraton, Le Méridien, and Westin provide lounge access to guests who are Platinum Elite and above, but only if those hotels or resorts have a lounge and it's open. There is no alternative offered when lounge is missing or closed. There is no guest compensation. (This is completely different at hotels of five Marriott legacy brands.)
"750 additional Bonvoy points" is one of the elite member choices at hotels of five Marriott legacy brands when the lounge is missing or closed, but it does apply to Sheraton, Le Méridien, or Westin.
It is amazing to me that managers at the Westin Atlanta Airport don't understand something as basic and important as Marriott Bonvoy benefits for each elite tier of the program -- at their own hotel.
As members, we're supposed to know all the rules, exceptions, choices, limitations, geographic differences, and so on for 30 Marriott Bonvoy brands -- but managers at some properties are ignorant about what benefits they are obligated to provide.
This is a fact that has actually changed in the past year in the terms and conditions of Bonvoy.
Last year I experienced this very issue with a Westin Resort. At that time the verbage for legacy starwood hotels (including resorts) provided 750 points or continental breakfast for a closed lounge or no lounge. That verbage is now gone.
My issue was I selected breakfast (meaning hot breakfast) for my welcome amenity. All I got was fruit and sweet bun with a charge for coffee and juice.