Marriott Bonvoy? (Potential new program leak)
Nov 28, 2018, 6:02 pm
#271
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Marriott and its terms do not in any way preclude any hotel or brand from exceeding brand standards. That’s just pure nonsense, I’m afraid. Anyone reporting that is woefully wrong.
Nov 29, 2018, 1:47 am
#272
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I don't know about anyone else, but I'm very much in the habit of taking T&C's literally. They define what I can expect from the service that I am receiving. When Marriott says they will do something in a set of T&Cs, I expect them to do it.
How else is one meant to read terms? Hypothetically? Ironically? Aspirationally? Directionally?
How else is one meant to read terms? Hypothetically? Ironically? Aspirationally? Directionally?
Nov 29, 2018, 5:22 am
#273
Join Date: Aug 2018
Posts: 902
I don't know about anyone else, but I'm very much in the habit of taking T&C's literally. They define what I can expect from the service that I am receiving. When Marriott says they will do something in a set of T&Cs, I expect them to do it.
How else is one meant to read terms? Hypothetically? Ironically? Aspirationally? Directionally?
How else is one meant to read terms? Hypothetically? Ironically? Aspirationally? Directionally?
Nov 29, 2018, 5:26 am
#274
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
...Which is all about treating service failures diplomatically?
Nov 29, 2018, 5:52 am
#275
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
I'm wondering why Marriott keeps the Ambassador status - Intercontinental hotels are using it and maybe Marriott is looking to buy up IC from IHG?
Nov 29, 2018, 5:59 am
#276
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
At least I understand what this means, versus directionally and originalistically.
Meanwhile, on the Hyatt side,I'm still trying to figure out whether an Explorerer is higher or lower than a Discoverist. I guess I'd better stay a Globalist to avoid confusing myself.
Meanwhile, on the Hyatt side,I'm still trying to figure out whether an Explorerer is higher or lower than a Discoverist. I guess I'd better stay a Globalist to avoid confusing myself.
Nov 29, 2018, 6:02 am
#277
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
There is a big difference between IHG Ambassador status which is a paid for membership conferring certain guaranteed benefits only applicable to the Intercontinental hotel brand (not other IHG brands such as Holiday Inn, Crowne Plaza, Indigo, etc, etc) and the Marriott Ambassador status that Marriott inherited from its takeover of SPG and decided to continue. The Marriott Ambassador status is so named because all members that qualify for the status are assigned a named ambassador within Marriott who will assist with those hard-to-book hotel nights, help with upgrades or specific unusual requests.
So the IHG Ambassador scheme is purely a name for a paid for element of the IHG Rewards program whilst Marriott Ambassador is the top elite tier that confers an actual named ambassador to assist the member.
So the IHG Ambassador scheme is purely a name for a paid for element of the IHG Rewards program whilst Marriott Ambassador is the top elite tier that confers an actual named ambassador to assist the member.
Nov 29, 2018, 6:45 am
#278
FlyerTalk Evangelist
Join Date: Mar 2008
Location: body: A stone's throw from SFO, mind: SE Asia
Programs: Some of this 'n some of that
Posts: 17,263
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Nov 29, 2018, 7:14 am
#279
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Check out the following post (a while back, but from Marriott's official representative): https://www.flyertalk.com/forum/11062254-post41.html The post was almost 10 years ago, but I think Marriott still manages this same way. They don't "force", but they will encourage and recommend. And of course, Hotel management takes it and tells regular staff this is what Marriott Corp is telling us to do (i.e. forcing us.)
Nov 29, 2018, 8:30 am
#280
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Last night in a conversation with a manager at Marriott Marquis Bangkok:
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
I’m sorry, but I do consider the source when I consider the veracity of any assessment such as this. Your manager may very well believe that, but that doesnt constitute any sort of proof whatsoever. It’s convenient to blame Marriott for not exceeding a brand standard. It’s convenient to blame the merger for any issue with any legacy SPG hotel. It’s convenient, but that doesn’t make it true.
Nov 29, 2018, 11:53 am
#281
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
What would be the reason Marriott force Marriot Marquis BKK to not exceed their brand standard?
Fear they poach the guests from St. Regis BKK?
Fear they poach the guests from St. Regis BKK?
Nov 29, 2018, 12:17 pm
#282
Join Date: May 2016
Location: In btw SJC & SFO
Programs: Marriott Titanium & LTP, Hilton Diamond (Aspire card), Hyatt Globalist, UA Gold (almost free agent)
Posts: 510
Last night in a conversation with a manager at Marriott Marquis Bangkok:
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Nov 29, 2018, 12:21 pm
#283
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
I think the reason Marriott asks hotels to not exceed brand standards (unless there is a market driven reason) is that it can cause discontent among the market base if they get benefits at one location but not others. They might not realize that one hotel was going above and beyond. Most of us here on FT make a concerted effort to understand the actual rules and benefits we should be receiving. I have the feeling a large % of customers outside of FT might not have as good a handle on what they should have been receiving and did actually receive. So by asking hotels to stick to the brand standards as much as possible Marriott is pushing a consistent general "stay" experience.
Nov 29, 2018, 12:37 pm
#284
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I think the reason Marriott asks hotels to not exceed brand standards (unless there is a market driven reason) is that it can cause discontent among the market base if they get benefits at one location but not others. They might not realize that one hotel was going above and beyond. Most of us here on FT make a concerted effort to understand the actual rules and benefits we should be receiving. I have the feeling a large % of customers outside of FT might not have as good a handle on what they should have been receiving and did actually receive. So by asking hotels to stick to the brand standards as much as possible Marriott is pushing a consistent general "stay" experience.
I certainly can see and understand Marriott trying to achieve a consistency for its legacy customer base that obviously preferred a more mass form of consistency/reliability over the legacy SPG preference for perhaps more individual service and personalized attention.
For a Marriott Marquis property or any Marriott branded properties, it may be in its best interest and those of other Marriott and Marquis branded hotels to try and achieve the same consistent set of benefits.
But that still doesn’t mean Marriott prevents those hotels from offering more benefits at the property’s discretion. That manager IMO is trying to blame Marriott for that property’s acceptance (and conveniently lower concomitant costs) of the lounge benefits chosen. That’s called scapegoating.
Nov 29, 2018, 3:23 pm
#285
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Many of us might strongly disagree with that ....
But that still doesn’t mean Marriott prevents those hotels from offering more benefits at the property’s discretion. That manager IMO is trying to blame Marriott for that property’s acceptance (and conveniently lower concomitant costs) of the lounge benefits chosen. That’s called scapegoating.
Last night in a conversation with a manager at Marriott Marquis Bangkok:
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Me: I'm disappointed the lunch offerings in the lounge were changed, this was a well regarded benefit.
Her: Marriott wouldn't let us exceed the brand standard.
Now it's asinine to be claiming Marriott forced them to change a year after instituting the policy when they were a Marriott the whole time - unless Marriott is stepping up enforcement of said standards.
Last edited by C17PSGR; Nov 29, 2018 at 3:43 pm