Wonderbret....

First of all, welcome to FT, and a big THANKS for taking the time to listen to some of Marriott's best customers.

I agree with many of the suggestions that have been made here, but not all of them. For example, I think the TV services and the TVs for the most part are just fine, as are (most of) the towels in the pools, the price of drinks in the CL (admittedly these can be on the steep side, but lets not forget all the other free stuff that's also there....including non-alcoholic choices). I also have to say, Marriott properties are typically more than fair and helpful when it comes to handling upgrade requests.

So, for whatever it might be worth, let me "second" a few of the comments...

1.) Free web. At least for your best customers. This has been discussed ad nauseum, but I particularly agree that FS hotels should be able to find a way to include this when room rates are rising more quickly than the overall rate of inflation. (And yes, I realize the higher rates also include a number of improvements that have been made to the product....most notably the new bedding package).

2.) Plat overrides for reward stays: I understand this may not be quite as easy as it sounds given possible revenue losses. But it would certainly be nice to see some system devised where at least a few rooms could be converted from "stay anytime" to "standard reward". At minimum, I'd like to see something done for elites about this business of some hotels blocking off months at a time outside of peak seasons (such as a couple of Europe hotels I recently wrote about showing only "stay anytime" for virtually all of March, April, & May). I have no problem with this practice during peak seasons at popular properties. But during "off" or "shoulder" season??? Months in advance (when virtually every room type shows as availble)??? For your best customers??? C'mon! Maybe its not feasable for whatever reason to match competitors exactly when it comes to overrides for elites, but we deserve something better than this!

Down through the years, the program has been very good. The best out there. But virtually every printed or online promotional items I've gotten from Marriott regarding the rewards program shows some fabulous high-end property at a highly desirable location. IMHO, the company is asking for big trouble with customers....if not legally...if a situation ever develops where what's being promoted becomes increasingly difficult or impossible to obtain. Especially true if they're going to start turning the screws for extended periods during non-peak seasons.

3.) Redeeming bonus bucks, and other promo offers. I think this is a significant problem and one that reflectis badly on Marriott. All too often the person at the front desk is absolutely clueless. Even when that's not the case, more than half the time, IME, credit is not properly applied at check out. Marriott allways makes things right, but why put your customers through the hassle in the first place. This is very out of character for Marriott, and I don't think it would be all that tough to fix this.

4.) Policies at Resorts: This one doesn't affect me very much. But it would be nice if elite guests could be given, if not a full CL, perhaps a complimentary basic breakfast offering along with perhaps complimentary soft drinks, bottled water, etc. Something that offers the same type of "thank you" that we get when taking our busines to other FS properties.

All of this notwithistanding, I still consider Marriott to be the best in the business by a wide, wide margin. That goes for all brands. Keep up the great work, fix the annoying little glitches, and keep listening to your customers!