I have read a few posts on here about both the good and the bad points of being a Marriott Elite member (at various levels). I thought that I would share my experience of being a gold member over the last year or so.

Member profile

As an elite member I have provided Marriott with my travel preferences (bed type etc). As a silver member it seemed to be a bit hit and miss as to whether I actually received my preferences or not. Perhaps it will be better as a gold member I thought. Unfortunately several stays (as a gold member) later it was still just as hit and miss.

I remember on one occassion being given a room on the lower ground floor when my preference was for a 'high floor' (the hotel had six stories!).

Another time my partner and I had to sleep in single beds after I was given a twin room when my preference was for a king/queen bed, in fact it was actually 'guaranteed' for my arrival according to the confirmation. When I queried this with reception staff they said that room types were not guaranteed, and that they had no other rooms available!

I have queried the point of the profile many a time at check in and I am always advised that I should ask at check in if I have any specific requirements. If that is the case what is the point of having the profile?

Room upgrades

I can count on one hand the number of times that I have actually received a noticeable upgrade as a gold member. The times that I have received an upgraded room seem to have nothing to do with being a gold member but more to do with the fact that I have stayed at that same hotel several times before (at least that was the reasons given by the reception staff at check in).

On a couple of occassions I have stayed at the same hotel as non Marriott reward members (whom I have known and also seen their room) and guess what, as a gold member I had exactly the same room as they did as a non member. Proof if proof were ever required that 'upgrades' are mainly non existent.

I never get a room on the executive floor (unless I have paid for one when booking)

Lounge access

Lounge access is not always provided automatically at check in. The number of times that I have had to go trotting back to reception to ask for the key to be cut for the lounge is frightening. Sometimes I even feel that I have to justify my asking for access (I am a gold member you know!).

The lounges themselves are a bit hit and miss with Marriott, some are much better than others. It has not been unknown to go to the lounge to find no staff an empty fridge and an empty coffee machine (I kid you not).

Breakfast in the lounges is also inconsistent with some serving breakfasts every day and others only Monday to Friday (what elite members don't eat at the weekend!). Each hotel seems to operate its own policy when it comes to breakfast where there is no lounge or the lounge does not do breakfast. Rather confusing at times and easier just to book a rate that includes breakfast anyway!

The other special things that you get for being a member

Well there aren't any! At least none that I have noticed in over a year of stays at Marriot properties.

I supose there is the time when I checked into the Marriott Marquee in New York only to have my 'Marriott' credit card declined at check in (I had had a hectic travel schedule in the last few weks so my card company had blocked the card). What did the reception staff do - well nothing really apart from ask if I had another card! I had to call my card company in the UK on a mobile and even the bank staff said the retailer should be calling their agent to authorise this transaction not leaving it to the customer.

And then there are the numerous times that I have checked in on or around the specified check in time only to be told my room is not ready and can I come back in half an hour (come back where am I going to go with my luggage?). Compare thatto the time I was staying at a Sheraton last year my travel arrangements meant that I arrived at the Sheraton at 11am when their check in was not until 3pm - guess what they gave me a room straight away and I am not even a member of their scheme!

The worst was probably when I had checked into the London dockland Marriott for a conference and explained to reception that as I would be uncontactable all day and most of the evening could I leave another key for my partner who would be arriving later that day and would need to get into the room. I left the key in an envelope clearly addressed with my partners name and even the approximate time of arrival. What happened then - well my partner arrived, the key could not be found, nor the note, none of the reception staff knew anything about it and even though my partner held a joint credit card of the one I used at check in they still would not issue a key. Nearly ended my relationship that issue!

I could go listing examples but I think I've made the point already, being a gold member seems to make absolutely no difference whatsoever in such circumstances.

There are of course exceptions to the rule - My stay at the Marriott Dubai was probably one of the best ever, they looked after us from arrival to departure (had a nice room although not executive level!).

Marriott customer services

What can I say apart from if any representatives from Marriott read this then significant training is required for your staff (in the UK at least). Missing points, missing nights, complaints about other issues (it took me three months to get a statement for a stay once due to a fault the hotel had at check out, and even then I had to sort it out with the hotel direct as customer services just ignored my letters to them).

I am currently in battle with them (UK customer services) right now over more missing nights credits (stay was pre-paid and points were added but not nights towards my membership renewal), they just ignore correspondence and when they do respond they dont actually answer the points raised. Way to go Marriott great way to treat your best customers.

So what now?

Well I am seriously considering a move to Hilton Hhonors program. I stay enough nights each year to easily qualify for Hiltons diamond level (only just missed out on Marriot platinum last year by 4 nights). I have sent my last years Marriott statement to Hilton who are going to consider a fast track upgrade for me, so fingers crossed that they come back with something sensible.

Marriott gold has been a real disapointment in so many ways, I often wonder whether staying those extra 4 nights to qualify for platinum status would have made any difference or not.

I suppose my question is whether the experience of being a Hhonors member at gold / diamond level is any better?

<Rant over>