The bonvoyed.com website
Mar 13, 2019, 1:02 pm
#76
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
You spelled out how it was/is done on paper. However, the experience of many (but not all) of us SPG folks at properties worldwide was that we received say the breakfast voucher and still a welcome amenity/treat and/or points. I totally acknowledge what is on paper is a better 'deal' at the legacy Marriott properties. (Legacy Marriott needed to offer that due to the inferior program and product).
IMHO, properties following written policy is not being "bonvoyed" but a pressure for letter-of-the-law adherence to rules company-wide at SPG properties could be considered that.
IMHO, properties following written policy is not being "bonvoyed" but a pressure for letter-of-the-law adherence to rules company-wide at SPG properties could be considered that.
I don't think there is the slightest evidence of any pressure for letter of the law adherence from corporate to hotels. For example, in my last legacy Marriott property in the US, breakfast in the lounge included smoked salmon, a selection of meats and cheese, and two different egg dishes. That's far greater than letter of the law.
Similarly, I stayed at the W Scottsdale. Historically, they call the "breakfast" amenity, a couple of muffins, coffee and juice. They have a new GM and upgraded to a variety of choices including an egg dish and fruit/yogurt dish that was more appropriate. In contrast, I stayed at the W Union Square. I otherwise was happy with the property and had a nice suite upgrade but breakfast was three breads, coffee, and juice which I don't believe complies with the spirit of the benefits (even if nicely presented) under the old SPG program or now.
The GM's are making these decisions, not someone at corporate.
Last edited by C17PSGR; Mar 13, 2019 at 1:10 pm
Mar 14, 2019, 9:55 pm
#80
Join Date: Apr 2009
Location: MSP/DFW
Programs: Priority Club PLT, Marriott Titanium, AA EXP
Posts: 480
Funny? Just more of the boring complaining which is seen on this website. A lot of which is misunderstanding of terms, some of which is a temporary glitch that will be resolved that is expected to be resolved immediately, more of which is a change in terms that people are not happy with. I'm relatively new to the program, but I don't seem to have any of these huge issues people are experiencing. Yes, some things could be better, there could be less IT problems, there could be better descriptions of terms. When I read forums about other hotel rewards programs I see the same things though, so people that say they are jumping ship I don't always believe, especially those with Lifetime status. I also like the name Bonvoy. I'm happy to be Bonvoyed so far. The game always changes with any rewards program, adjust and play the game well...
Mar 15, 2019, 3:54 am
#81
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
Valid points. Similarly, in my two stays last week at legacy Marriott properties, I received the $10 voucher and the points, even though it is supposed to be one or the other -- not both. But if they only give me one, I don't have anything to complain about.
I don't think there is the slightest evidence of any pressure for letter of the law adherence from corporate to hotels. For example, in my last legacy Marriott property in the US, breakfast in the lounge included smoked salmon, a selection of meats and cheese, and two different egg dishes. That's far greater than letter of the law.
Similarly, I stayed at the W Scottsdale. Historically, they call the "breakfast" amenity, a couple of muffins, coffee and juice. They have a new GM and upgraded to a variety of choices including an egg dish and fruit/yogurt dish that was more appropriate. In contrast, I stayed at the W Union Square. I otherwise was happy with the property and had a nice suite upgrade but breakfast was three breads, coffee, and juice which I don't believe complies with the spirit of the benefits (even if nicely presented) under the old SPG program or now.
The GM's are making these decisions, not someone at corporate.
I don't think there is the slightest evidence of any pressure for letter of the law adherence from corporate to hotels. For example, in my last legacy Marriott property in the US, breakfast in the lounge included smoked salmon, a selection of meats and cheese, and two different egg dishes. That's far greater than letter of the law.
Similarly, I stayed at the W Scottsdale. Historically, they call the "breakfast" amenity, a couple of muffins, coffee and juice. They have a new GM and upgraded to a variety of choices including an egg dish and fruit/yogurt dish that was more appropriate. In contrast, I stayed at the W Union Square. I otherwise was happy with the property and had a nice suite upgrade but breakfast was three breads, coffee, and juice which I don't believe complies with the spirit of the benefits (even if nicely presented) under the old SPG program or now.
The GM's are making these decisions, not someone at corporate.
Mar 15, 2019, 7:31 am
#82
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Mar 15, 2019, 9:31 am
#83
Join Date: Nov 2000
Location: Hotel Guru
Programs: Marriott Lifetime Titanium, UA Gold
Posts: 1,455
But this is how SPG has always done it, and there is no change.
If you stay at the Seattle Renaissance, you get lounge access with breakfast and light snacks at dinner plus a $10 voucher (or points in lieu of the voucher).
If you stay at the Seattle Westin, you get breakfast in the restaurant or a $10 voucher.
This is how it has worked before the SPG acquisition, before 8/18, before Bonvoy, and now. SPG made you choose. Marriott did not.
Obviously, the benefit at the Renaissance is objectively better since you get breakfast, dinner snacks, and $10 but there are SPG loyalists who insist passionately that the benefits at the Westin are better. (and yes, I know the benefits at resorts were better under SPG)
If you stay at the Seattle Renaissance, you get lounge access with breakfast and light snacks at dinner plus a $10 voucher (or points in lieu of the voucher).
If you stay at the Seattle Westin, you get breakfast in the restaurant or a $10 voucher.
This is how it has worked before the SPG acquisition, before 8/18, before Bonvoy, and now. SPG made you choose. Marriott did not.
Obviously, the benefit at the Renaissance is objectively better since you get breakfast, dinner snacks, and $10 but there are SPG loyalists who insist passionately that the benefits at the Westin are better. (and yes, I know the benefits at resorts were better under SPG)
Mar 15, 2019, 11:32 am
#84
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
I'm not bitter about the merger. I came into this as a Marriott loyalist. What does bother me is what's happened with Marriott from late 2017 to present. The old website wasn't great, but at least it worked. The new one's very dysfunctional and still can't sort by price or get folios/stays/cities correct. Customer service was pretty good in the old days, now it's seriously delayed, hostile, or absent. Cancellation terms have become unreasonable for business travelers, benefits are being taken away/reduced overall. Extra hidden fees are showing up all over the place on hotels, and existing fees have gone up. When parking+resort fees are just as high (or higher) than the room rate (Marriott World Center, I'm looking at you), we've reached beyond absurd.
Mar 15, 2019, 11:56 am
#85
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,110
I think it's useful to categorize the different types of complaints.
1. Dissatisfaction with the program rules.
Maybe you don't like the travel package rates, or the recent re-categorization of hotels, or that LT titanium is no longer achievable, or the absurd complexity of the breakfast benefit, or the capacity control on reward nights at a majority of hotels. Valid complaints all, but every hotel chain will have their own set of issues. "Bonvoyed"? I'd say no.
2. Failure to deliver on promised benefits.
This is a biggie. This covers everything from IT failures, missing stays or points or certs, hotels not honoring elite benefits, excessive time to respond to emails/calls and to resolve issues, and so on. "Bonvoyed"? Definitely.
3. Communication issues.
This includes complaints from folks unaware of program changes. I'd say the fault here is often with the customer not reading emails and snail mailings, but when it's widespread, then some of the blame has to go to Marriott for not designing a communication strategy with better results. "Bonvoyed"? Mostly not.
But Communication Issues also includes cases where Marriott never made the info available, like years of status prior to Aug 18, or what years were supposed to count ("proprietary"), or whether or when the sweeps have run, or how many dollars of spend you have, or how existing old travel package certs would be handled. All this info would be specific and actionable, and yet the program made decisions - explicitly or implicitly - not to share it with customers. "Bonvoyed"? Yup.
1. Dissatisfaction with the program rules.
Maybe you don't like the travel package rates, or the recent re-categorization of hotels, or that LT titanium is no longer achievable, or the absurd complexity of the breakfast benefit, or the capacity control on reward nights at a majority of hotels. Valid complaints all, but every hotel chain will have their own set of issues. "Bonvoyed"? I'd say no.
2. Failure to deliver on promised benefits.
This is a biggie. This covers everything from IT failures, missing stays or points or certs, hotels not honoring elite benefits, excessive time to respond to emails/calls and to resolve issues, and so on. "Bonvoyed"? Definitely.
3. Communication issues.
This includes complaints from folks unaware of program changes. I'd say the fault here is often with the customer not reading emails and snail mailings, but when it's widespread, then some of the blame has to go to Marriott for not designing a communication strategy with better results. "Bonvoyed"? Mostly not.
But Communication Issues also includes cases where Marriott never made the info available, like years of status prior to Aug 18, or what years were supposed to count ("proprietary"), or whether or when the sweeps have run, or how many dollars of spend you have, or how existing old travel package certs would be handled. All this info would be specific and actionable, and yet the program made decisions - explicitly or implicitly - not to share it with customers. "Bonvoyed"? Yup.
Cheers.
Mar 16, 2019, 7:40 am
#86
Join Date: Mar 2009
Posts: 85
It is really painful when you have tried to be loyal while admittedly doing it to make the best use of travel loyalty benefits. With the lack of communications and possible over reach by their merged computer systems, it has been impossible to know why I was downgraded from platinum to gold. However it happened, the sudden loss of potential upgrades and lounge access resulted in my cancellation of 7 different reservations in Southeast Asia. Who knows if Marriott cares, I suppose there are always enough people that simply book a hotel randomly so perhaps Marriott doesn't really lose if their elite members move on. Many thanks to everyone for their insights to this fiasco and the opportunity to say a bond farewell to Marriot and their franchises. I suppose I should be happy that I can simply transfer the points to a better use.