Originally Posted by
escape4
For instance a Lurker could come here and write (1) "Please share details of your stay with us and we will get back to you etc.", then later could give details in this thread about the resolution such that breakfast should have been granted bla bla bla... or... (2) "Sorry but the hotel can deny the breakfast for reason XYZ" (or for no reason!)
The fact that some random Marriott agent already gave an answer in private is less conclusive to me than a response from the Lurkers here in a public forum read by lots of Marriott members, especially if the Lurkers take the time to get backing from relevant people within Marriott to re-confirm what is the company's position (1 or 2 above, or something else) and not the uninformed view of one particular agent who may or may not be correct.
If the Lurkers elect to intentionally remain silent after having read this thread then it will not be a good outcome. In fact the silence itself would probably have some meaning.
The Lurkers are not in a position to make the statement you're asking for. They are an extension of the Customer Engagement Centers, not corporate executives. That aside, the statement you want isn't a statement anyone would be willing to make anyway. You're either asking for Marriott to publicly speak out against one of its franchisees, or your asking Marriott to publicly admit the terms and conditions have undisclosed exceptions. Neither one of those is going to happen, let's be honest.
To be clear, there are no undisclosed exceptions from terms and conditions. The reality is, it is easier to deal with the few guest complaints from the Muir or the St Regis Chicago or whoever else on a one-on-one basis than it is to force the properties to be compliant. Your few hundred dollars for your stay this month is nothing compared to the hundreds of thousands of dollars those hotels are paying in franchise fees this month, and the large majority of that money is coming from guests that don't care they aren't getting free breakfast.
Marriott is not going to villainize the hotel and it is not going to poke holes in its own loyalty program.