MSPeconomist

bhrubin

hockeyinsider

I had a mini bottle of French white wine delivered to my room about 4 hours after I checked into the J.W. Marriott Grosvenor House. No note, either from hotel manager or my ambassador. No subsequent amenities. Moreover, the hotel refused to provide any of the benefits and privileges that came with a suite because I had a "free upgrade." I used a suite night award certificate, which is hardly a "free upgrade." Regardless, as I understand it the properties have no say in the clearing of a SNA certificate. So they can't act all high and mighty for giving me a "free" suite.

hockeyinsider

J.W. Marriott Grosvenor House. A suite night award certificate cleared for the premium park suite, the second-highest category of suites. Basically, the hotel told me I had a "free upgrade" and, as such, wasn't entitled to any of the benefits or privileges that come with suites at this property. For three nights I didn't receive turndown service.

Yes, I communicated my disappointment with the property as well as the ambassador. Here is what the ambassador said:

Here was my response:

hockeyinsider

This was my disappointing experience at the J.W. Marriott Grosvenor House in London, which was always more Ritz-Carlton or Luxury Collection than J.W. Marriott. I've stayed there at least once a year, sometimes three times, for the last five years. I didn't get anything that I never previously received. Actually, I recall getting handwritten thank you notes from guest relations in the past. This time, nothing. Just a mini bottle of wine. That's it. The same bottle that in the past was the complimentary welcome amenity, if you opted for it.
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bhrubin

hockeyinsider

I think this is part of the problem with Autograph Collection, Tribute Portfolio and Luxury Collection. They are soft brands, allowing properties to get away with inferior decor and amenities that sometimes are shabby chic but other times are just outdated and sometimes dilapidated. I stayed at The Palace Hotel, Luxury Collection in 2014. The room was beyond run down. While Marriott and legacy Starwood allowed the Marriott and Sheraton brands to get tired they eventually forced owners to commit to renovations or lose the flag. I don't think that's necessarily the cae at these quasi-independent, boutique-esque hotels.

hockeyinsider

I know most of the folks on here would never stay there but The Harmonie Vienna, BW Premier Collection is very good or, at least, it was when I stayed there in 2014. It exceeded my expectations for a Best Western-property. Upscale boutique. The only weaknesses were lack of turndown service, no real bar and a weak dinner restaurant. But otherwise very good and it had an exceptional breakfast that was mostly locally-sourced. For the price, it was a great value.

EuropeanPete

itsaboutthejourney

I'm glad you provided the Ambassador team with specific points, and from a Marriott perspective. I do think they have their work out out for them, but there is a lot of fierce loyalty and revenue upside to be gained if they can provide an Ambassador service as advertised.

kaizen7

Its quite annoying when hotel use these magic word ... "free" ... whether its an upgrade or night then denies the benefit of the room .
SNA upgrade is pretty much not a "free upgrade" as we pay for our base room and then spend our limited SNA for it ... and we only got SNA when we reach certain night threshold. Not that Marwood giving away those for free.

Even platinum and above upgrade, cant be called free upgrade as members spend thousands of dollars on Marwood chains to reach that level..
(even at $50/ night .... reaching 50 nights still equal to $2500 spending)

And its not limited to Marwood properties ... even at Accor they have the same issue.

Purchase Accor Plus membership and get 1 or 2 free night .. and be ready to be treated like freeloader when you use them.
Yet the membership cost itself can easily cover those free night price.
(Quite amazed to see many people actually purchase that membership on regular basis ... )

rny321

At the 75 night level, a member could have picked an award stay with a value of up to 40K instead of 5 additional SNAs. I value MR points at $0.0075 each, which would make 40K points worth roughly $300. Since points are more flexible than a fixed value award, I would value a 40K award night at less than $300. Regardless, of the valuation of each SNA that one uses, there is an opportunity cost of selecting them.

Commie

I received an email from my assigned Ambassador today. Which is pretty quick I think, I just crossed the threshold over the weekend.
The email was the standard introduction and then a series of questions on my preferences.
Looks like I got assigned from someone in the 402 area code, and I am in Ontario Canada.

txpenny

While I haven't had cause to request any special services from my ambassador, I will say on the two occasions where Marriott had posting issues, my ambassador fixed both immediately (one was mine, one was spouse's account). That's a nice change from per-ambassador days.

margarita girl

Starwood had a policy that if you received an upgrade, you were entitled to the benefits that came with that room, regardless of how you got there. The Lurkers have also confirmed this and gotten involved when rogue properties tried to deny benefits.

I would ask the Lurkers whether this policy is still in place and whether they can intervene on your behalf.